Final Vodafone

8/3/2019 Final Vodafone

http://slidepdf.com/reader/full/final-vodafone 1/69

AAA

PROJECT REPORT

³customer satisfaction survey of

mobile service provider by Vodafone company with

other telecom company´



This project is an outcome of 45 DAYS TRAINING, which I have to

undergo for the partial fulfillment of the BBA program. I wish to put on

record my sincere gratitude to the following person without whose support

the completion of this project would not have been possible. With

immense pleasure I am to present this project on ³Customer

Satisfaction Survey mobile service provided by Vodafone Company

With other Telecom company´ ´ I express my special thanks to

PRAVEEN SIR (Project Guide) for guidance & encouragement in

project maintenance.

.



PREFACE

The summer training project work has an objective to make

management student familiar with real life business situation and give

an opportunity to the student to understand the theoretical concept of

marketing in practical way. I am extremely happy to present the report before

my respected teacher the project report entitled to me is ³Customer

Satisfaction Survey of mobile service provided by Vodafone Company With

other Telecom company ´ As the Vodafone Ltd. is a biggest telecom

company of entire world. The competition is growing day by day some

other telecom services his situation to touch competitions and entry of

foreign companies in India promoted me to do the work on the sales

promotion market.

In this project I have done the survey of ³ RAJSAMAND CITY ´ market in

telecom aria.



Executive Summary

The report is an earnest endeavor made to understand the Customer

Satisfaction Survey mobile service provided by Vodafone Company With

other Telecom company . We are required to see the coverage by Vodafone

Pvt. Ltd., and bring out the potential and loyal retailers so that the company could

maintain the market leadership in the existing business scenario in the

improvement of company¶s image & customer satisfaction. During the course of

study we visited & analyzed round 40 unorganized retail stores and 30organized retail stores of Vodafone & Other telecom for the comparative study

and customer satisfaction , which are most preferred among the retailers.Their

motive was to study the working of the distributors in RAJASAMAND market.

They have mentioned the problems and the loop holes in the Vodafone service

system and the promotional tools, which they have found during the course of the

study and recommended various corrective measures for it. Their study also

comprises the comparative analysis between Vodafone and All Other telecom

with the help of hypothesis testing. They also studied the behaviour of

consumers about their preferences for Sim ,recharge vouchers, Vodafone plan &

service , all attractive margin & scheme, and their overall behaviour with the help

of questionnaire.



Table of Content

Acknowledgement

Preface

Executive Summary

1. Introduction

Company history

Company overview

Product profile

2. Research Methodology

3. Data Analysis

4 Conclusion /- Limitation

5. Recommendation /- Suggestion

6. Questionnaires

7. Bibliography



COMPANY HISTORY

At Vodafone, we have an extraordinary 23-year history in pioneering mobilecommunications. Here are some of the highlights so far. As Chairman of the Racal

Radio Group in 1982, Gerald Whent had the vision and fortitude to convince the Racal

Electronics Group Board that it should bid for the private sector UK Cellular license that

was then being offered by the UK government. Whent masterminded the successful bid,

and went on to set up the Racal Telecomms Division.

³Vodafone´ was then chosen as the name of the network, to reflect the provision of

voice and data services over mobile phones. The Vodafone analogue network was

launched on 1 January 1985, the first call being made from St Katherine¶s Dock in

London to Newbury. It was the first cellular network to launch in the UK.

IN THE BEGINNING: 1982-1990

1987: Vodafone is acknowledged as the largest mobile communications company in theworld. Value added services are added such as recall, the voicemail service, and the

first information lines: Financial Times CityLine and the AA¶s Roadwatch.

1988: Racal Telecomms Plc floats. Racal Telecomms Division demonstrates its success

and profitability - it accounts for a third of Racal¶s profits in this year. 20% of the ordinary

share capital of Racal Telecomms Division is floated on the London and New York

Stock Exchanges at 170p per share.

1989: Building up the network. Network coverage and capacity continue to increase. A

back-up network is introduced to minimize the effects of any faults occurring.



The Early Days: 1991-1996

1991: Racal & Vodafone demerge.

The Vodafone Group is listed as an independent company on the London and NewYork stock exchanges. Vodafone and Telecom Finland make the world¶s first

international roaming call. Vodafone¶s digital (GSM) mobile phone service is launched -

the first such service in the UK.

1993: First high street Vodafone store opens.

The company also announces its first distribution agreement with Comet, a major UK

high street retailer. International partnerships are also formed with consortia inGermany, South Africa, Australia, Fiji and Greece. This results in the formation of

Vodafone Group International, which goes on to acquire further licenses and supervise

overseas interests.

1994: Data, fax and SMS digital services are launched. Vodata becomes the first

network operator in the UK to launch these services over a digital network.

1996: Vodafone is the first to launch a pay as you go analogue package in the UK. Itrequires no contract and no credit check.

Going Global: 1997-1999

1997: A new identity

As a new Vodafone corporate identity is unveiled, our 100th roaming agreement is

announced. Vodafone¶s µPay As You Talk¶ digital package also launches, offering no

bills, no credit check, no fixed term contract and advanced digital services. Plans are

announced to seek a new headquarters site just outside of Newbury.

1998: A new chairman



The Millennium Share Options Scheme is announced, which gives all U employees

share options to the value of half their basic salary as of 1 July 1998. Lord MacLaurin,

former chairman of Tesco, becomes the new chairman of the Vodafone Group. The

Misrfone consortium, in which Vodafone holds a 30% interest, is awarded the license to

build a second mobile network in Egypt. Vodafone purchases the New Zealand GSM

network.

1999: Vodafone AirTouch is created, an engine for growth in the 21st Century.

Vodafone AirTouch is created out of the merger between Vodafone Group and the US

group AirTouch Communications Inc on 30 June 1999. The company is now one of the

top 25 companies in the world. At the end of September 1999, Vodafone AirTouch Plc

had over 31 million cellular customers worldwide, and interests in 24 countries across

five continents.

Adding Value: 2000-2003

2000:

Vodafone acquires part of German company Mannesmann AG. Our effective interest in

both Mannesmann Mobilfunk and Omnitel Pronto Italia has since increased to

approximately 99.1% and 76% respectively. Vizzavi is launched, a 50/50 joint venture

between Vodafone AirTouch and VivendiNet which delivers a multi-access branded

Internet portal for Europe.

Vodafone's enlarged Group is now the largest mobile telecommunications company in

the world and one of the top ten companies, by market capitalization, in the world.

Verizon Wireless launches - a combination of Vodafone AirTouch¶s and Bell Atlantic¶s

US cellular, PCS and paging assets.



Verizon Wireless ranks as the market leader in the US wireless industry, serving more

than 23 million customers and covering 96 of the top 100 US markets. Vodafone Group

has a 45% interest in Verizon Wireless .

Vodafone in the UK acquires the largest available 3G license. It also announces its

intention to offer GPRS (General Packet Radio Service) to corporate customers. The

Global star satellite communications service is launched in the UK.

Vodafone is Globalstar¶s largest service provider partner and offers the Global star

service in the UK, US, Mexico, the Caribbean, Canada, Australia, Southern Africa and

Greece.

2001:

Vodafone acquires Ireland¶s leading mobile communications company, Eircell.

Vodafone and China Mobile (Hong Kong) Ltd (CHMK) sign a "strategic alliance

agreement". The Group completes the acquisition of a 25% stake in Swisscom Mobile.

Vodafone acquires British Telecommunication Plc¶s 17.8% shareholding in Airtel Movil

S.A., increasing its shareholding to 91.6%.

Vodafone launches its first global communications campaign at the beginning of August.

The campaign features TV, cinema, print, online and outdoor media, each version

asking the question, ³How are you?´.

Telecel Vodafone and Airtel Vodafone migrate to a single Vodafone brand. Vodafone

announces its first Vodafone Partner Agreement with TDC Mobil A/S, Denmark¶s

leading mobile operator.

The agreement is the first of its kind in the mobile industry and means Vodafone and

TDC Mobil will cooperate in developing, marketing and advertising international roaming

products and services to international travelers and corporate customers. Vodafone

closes the year by making the word¶s first 3G roaming call (between Spain and Japan).

2002:



Vodafone trials its global mobile payment system in the UK, Italy and Germany. The trial

enables customers to purchase physical and digital goods using their mobile phone. In

January, Panafon Vodafone migrates to the single Vodafone brand. Vodafone signs

Ericsson as a global Multimedia Messaging Supplier (MMS).

MMS is an evolution of SMS, allowing customers to send and receive messages using

text, pictures, audio and video. Vodafone signs a Vodafone Partner Agreement with Oy

Radiolinja Ab, the leading private mobile operator in Finland.

In March Vodafone launches the first commercial European GPRS roaming service.

Customers are able to seamlessly access services such as corporate e-mail, intranet

and personalised information on their mobile phones, laptops or PDAs over GPRS.

In June the Vodafone Group Foundation is launched. In 2002, the Group and its

subsidiaries plan to contribute £20 million to community programmes, guided by the

Group Social Investment Policy.

In July Vodafone launches the world¶s first pre-paid top up for international travelers.

This allows Vodafone customers to top up their pre-paid mobiles when abroad. In

August Vodafone acquires Vivendi¶s 50% stake in Vizzavi. Vodafone now owns 100% of

Vizzavi.

Vodafone signs a partner agreement with MTC, the leading mobile operator in Kuwait.

Eurocall Platinum launches in September, a new Eurocall option offering greater value

to high volume roaming customers.

Vodafone agrees to acquire BT¶s 26% and SBC¶s 15% Cegetel interests. At a

presentation on 24 October, Vodafone announces the launch of Vodafone live!, a new

consumer proposition, and Mobile Office, a new business proposition. The new services

lay the foundations for the next stage in Vodafone¶s strategic development.



On 19 November, Vodafone Remote Access is launched as part of Mobile Office. The

service gives business customers an easy way to connect to their corporate LAN to

access e-mail, calendar and other business specific applications whilst on the move.

The partnership network agreement with Radiolinja Eesti AS is extended into Estonia.

On 18 December, Vodafone announces that Arun Sarin has been selected to succeed

Sir Christopher Gent as chief executive of Vodafone Group Plc immediately following

the Annual General Meeting on 30 July 2003.

2003:

A group-wide Partner Network Agreement is signed with Mobilkom Austria Group to

introduce Vodafone¶s global services into Austria, Croatia and Slovenia. At the 2003

GSM Association Awards Ceremony in Cannes, France, Vodafone is awarded the

mobile industry¶s most prestigious awards in two categories, Best Consumer Wireless

Application or Service and Best Television or Broadcast Commercial for its global

consumer service, Vodafone live!

In addition, Vodafone¶s premium handset for Vodafone live!, the Sharp GX10, wins the

Best Wireless Handset Award for the Sharp Corporation. Vodafone live! attracts 1

million customers in its first six months.

SAP AG, HP and Vodafone announce a letter of intent to work together to bring to

market a suite of mobile capabilities designed to increase the workforce productivity of

large enterprises initially in Europe, the Middle East, and Africa.

Vodafone increases shareholding in Telecel to 70.3%. In April, Vodafone announces it

is to increase its shareholding in Vodafone Libertel to 98.2%. A Partner Network

Agreement is signed with Islandssimi hf (formerly the merged companies Islandssimi

and Tal) to introduce Vodafone¶s global mobile services into Iceland.

In June, Vodafone announces the sale of stakes in Mexican and Indian operators. In

July, Vodafone extends its mobile community to Lithuania through a Partner Network



Agreement with Bite GSM. Vodafone acquires the remaining 20% of Vodafone Malta

Limited.

A GUIDE FOR PROSPECTIVE SUPPLIERS:-

Our corporate values

Our purchasing objectives

Key policies and procedures



OUR CORPORATE VALUES:-

Vodafone¶s rapid growth has come principally from the technical innovations that haveopened new markets and from the efforts of our employees.

Customer orientation

Partnerships with our customers and suppliers are essential to our mutual success. We

strive to:

Listen and respond to our customers, suppliers and stakeholders

Clearly communicate mutual intentions and expectations

Deliver innovative and competitive products and services

Make it easy to work with us

Be a vendor of choice

Discipline

The complexity of our work and our tough business environment demand a high degree

of discipline and co-operation. We strive to:

Conduct business with uncompromising integrity and professionalism

Ensure a safe, clean, and injury-free workplace

Make and meet commitments

Properly plan, fund and staff projects

Pay attention to detail



Quality

Our business requires continuous improvement of our performance to our Mission and

Values. We strive to:

Achieve the highest standards of excellence

Do the right things right

Continuously learn, develop and improve

Take pride in our work

Risk taking

To maintain our innovative environment, we strive to:

Foster innovation and creative thinking

Embrace change and challenge the status quo

Listen to all ideas and viewpoints

Learn from our successes and mistakes

Encourage and reward informed risk taking

Great place to work

A productive and challenging work environment is key to our success. We strive to:

Be open and direct

Promote a challenging work environment that develops our workforce

Work as a team with respect and trust for each other



Recognize and reward accomplishments

Manage performance fairly and firmly

Be an asset to our communities

Results oriented

We are results oriented. We strive to:

Set challenging and competitive goals

Focus on output

Assume responsibility

Constructively confront and solve problems

Execute flawlessly

These values are deeply ingrained in Vodafone's operating methods, management

structure and processes.

Our vision and values

Our vision

To be the world's mobile communications leader; enriching customers' lives, helping

individuals, businesses and communities be more connected in a mobile world.

Passion for our customers



We value our customers above everything else and aspire to make their lives richer,

more fulfilled and more connected. We must always listen and respond to each of our

customers. We will strive to delight our customers, anticipating their needs and

delivering greater quality and more value, faster than anyone else.

Passion for our people

We seek to attract, develop, reward and retain outstanding individuals. We believe in

empowerment and personal accountability. We believe in the power of our teams. We

enjoy what we do.

Passion for results

We are committed to be the best in all we do. We all play our part in delivering results.

We seek speed, flexibility and efficiency in all we do.

Passion for the world around us

We recognize the responsibilities that accompany the growth we have achieved. We will

be a force for good in the world. A spirit of partnership and mutual respect is critical in

all our activities.



OUR PURCHASING OBJECTIVES:-

Supply Chain Management is the focal point for all our contacts with suppliers

concerning the commitment of company funds for materials and services. It is their

responsibility to locate and maintain the best source of supply. Our mutual success

depends on every supplier supporting us in achieving the following strategic objectives:

Total quality

In order to achieve excellence and customer satisfaction, our focus must be on

continuous improvement in the quality of all products, processes and services. By

making our suppliers an integral part of our overall quality process, we can build better

products right from the start.

Maximise value of spend

In order to improve product cost and performance, Vodafone and its suppliers must

consider all factors, which combined make up the true value of the materials,

equipment, and services being purchased.

Supplier relationships

Vodafone¶s success in achieving Total Quality depends on viewing suppliers as a

valuable extension of our own business. Our goal in purchasing is to build long-term

business relationships with a select group of suppliers who share our total quality vision

by consistently delivering the highest quality products and services.

Availability



Suppliers must be responsive to the rapid changes in design and manufacturing

strategies. Reducing the time it takes to deliver materials and services to our facilities

helps to bring Vodafone products to the market sooner and to reduce inventory

exposure for both Vodafone and our suppliers.

Key policies and procedures

Supply Chain Management is chartered with full responsibility for the procurement of

goods and services and to conduct all purchasing negotiations with suppliers.

Therefore, large or small, we need your interest and support in meeting the following

policies and procedures:

Intellectual property right protection

Vodafone respects the intellectual property rights of others: business associates,

suppliers, and competitors alike. Vodafone is committed to the protection of supplier¶s

confidential information and insists on the same dedication to protection of Vodafone¶s

disclosed confidential information. When Vodafone sells products, it provides indemnity

against third party intellectual property claims. Conversely, when Vodafone is the

customer, it requires supplier infringement indemnification against Intellectual property

rights claimed by third parties.

Our Ethics Policy

Reciprocity:- While Vodafone may sell its products to its suppliers, it is against

Vodafone policy to require a supplier to purchase our products as a condition for

Vodafone doing business with that supplier.

Publicity:- Vodafone maintains a strict policy that neither party may use the other¶s

name in advertisements, press releases, design win announcements, or business level

disclosure without prior written notice by a Vodafone Business Unit Director.

Small and minority suppliers:- Vodafone appreciates the valuable contributions made by

small and disadvantaged businesses. Therefore, a good faith effort is made to allow



qualified small and minority businesses the maximum practicable opportunity to receive

a fair share of Vodafone¶s business.

Environment, health and safety:- Vodafone expects suppliers to understand and fully

comply with all applicable international, national, state and local laws and regulations,

including, but not limited to, all environmental, health and safety (EHS) and related laws

and regulations. In addition, suppliers must agree to abide by all Vodafone rules,

including but not limited to, all applicable EHS policies, procedures and guidelines.

Further, to the extent that suppliers obtain, use, handle, or transport hazardous

materials (as defined by any law, standard or practice) on Vodafone¶s property or to

perform work for Vodafone, suppliers must warrant that they understand the nature and

hazards associated with the use, handling and transportation of any such materials.

Suppliers also must :

Agree to be fully responsible and indemnify Vodafone for any liability resulting from the

use, handling or transportation of hazardous materials by suppliers or their contractors,

and

have in place decision, management, control and continuous improvement systems to

effectively manage the product safety of such materials.

BOARD MEMBERS

Gerard Kleisterlee, Chairman



John Buchanan - Deputy Chairman

Andy Halford - Chief Financial Officer

Alan Jebson ±Non Executive Director



Nick Land- Non Executive Director

Anne Lauvergeon- Non Executive Director

Luc Vandevelde - Non Executive Director



Tony Watson- Non Executive Director

COMPANY OVERVIEW

2010

December

A consortium led by Vodafone Group is awarded the second mobile phone license inQatar

Indus Towers Limited; an independent tower company in India is formed between

Vodafone, Idea and Vodafone

October



Vodafone agrees to acquire Tele2 Italia Spa and Tele2 Telecommunication Services

SLU from Tele2 AB Group

May

Vodafone announces completion of the acquisition of Hutch Essar from Hutchison Tele

communications International Limited Vodafone launches first ultra-low cost handsets.

February

Safaricom, Vodafone's partner in Kenya announces the launch of M-PESA, an

innovative new mobile payment solution that enables customers to complete simple

financial transactions by mobile phone.

Vodafone agrees to buy a controlling interest in Hutchison Essar Limited, a leading

operator in the fast growing Indian mobile market.

Vodafone announces agreements with both Microsoft and Yahoo! to bring seamless

Instant Messaging (IM) services to the mobile which can be accessed from both the PC

and mobile handsets.

Vodafone signs a series of ground-breaking agreements which will lead to the

mobilizing of the internet. YouTube agrees to offer Vodafone customers specially

rendered YouTube pages on their mobile phones.



January

Vodafone reaches 200 million customers.

2009

December

Vodafone completes acquisition of additional 4.8% stake in Polkomtel.

November

Vodafone to acquire an additional 15% Stake in Vodacom Group which will increase

Vodafone's shareholding from 50% to 65%. Vodacom Group will be listed on the

Johannesburg Stock Exchange and the remaining 35% of Vodacom Group will be

demerged by Telkom to its shareholders.

October



Vodafone launches the new exclusive BlackBerry Storm Smartphone from Research in

Motion

August

Completion of the acquisition of a 70 percent stake in Ghana Telecom.

July

Vittorio Colao succeeds Arun Sarin as Group Chief Executive. Vodafone acquires a

70% stake in Ghana Telecom for $900 million.

June

Vodafone and Apple(R) announce the iPhone 3G will be available in Australia, Italy,

New Zealand and Portugal on July 11 and in the Czech Republic, Egypt, Greece,

India, South Africa and Turkey later this year.

Vodafone announces that Verizon Wireless, its affiliate in the US, has agreed to

acquire Alltel Corp. for a total enterprise value of US$28.1 billion in cash and assumed

debt.



May

Vodafone announces that it has agreed to acquire the 26.4% interest in Arcor that itdoes not already own from Deutsche Bahn AG and Deutsche Bank AG for a cash

consideration of ¼474 million.

February

Vodafone carries out technical trials of 3G fem to cells to assess how effectively

technology is able to deliver wireless high-speed data & voice services inside homes

and business locations. Safaricom and Vodafone announce that M-PESA, the

innovative mobile money transfer service launched in March 2009, now has 1.6 million

customers.

2008

June

Completion of merger between Vodafone Australia Limited and Hutchinson 3G Australia

Pty Limited.

March



Telephonic and Vodafone announce milestone Pan European collaboration to share

network infrastructure in Germany, Spain, Ireland and the UK.

February

Hutchinson and Vodafone agree to merge Australian telecom operations to form a

50:50 joint venture.



ADVERTISING STRATEGIES OF VODAFONE WITH SOME IMAGES

PREVIOUSLY IT WAS HUTCH

HUTCH CHANGED INTO VODAFONE



FIRST ADVERTISING STRATEGY

SECOND STRATEGY IS PARROT



ZOOZOS ADVERTISING IS THE THIRD ADVERTISING STRATEGY WHICH STANDS

THE BEST ADVERTISING COMPARE TO OTHER COMMUNICATIONS

VODAFONE IN 3G

*PRODUCT PROFILE





³ BASIC SERVICES ´

CALLER LINE IDENTIFICATION PRESENTATION

(CLIP) :-

Clip identifies the caller by displaying the number of the caller on the handset.

This allows you the benefit of accepting or rejecting the call; although, at times caller

Line Identification may not appear due to technical problems in the originating network.



CALL HOLD/ CALL WAIT :-

This feature allows you to receive or make another call,

while you are already busy with a call, without disconnecting it . You can receive or

make a second call, by putting the first call on hold. You billed for both the calls. You

can activate call waiting by using the menu of your cell phone

CALL CONFERENCE (CC) :-

This feature allows you to have a teleconference with up to five

people at the same time, from wherever you are. You can conference with either cellular

or landline phones, including STD and ISD calls. To make a conference call simply

make your first call. Then put the first call on hold and dial the next number. To

conference, scroll through the handset menu and select the conference feature. Now

your call are connected . to invite another person follow the same steps again

Note:

Call conference is a handset dependent feature. You are charged for the time on

hold and conference.

The originator of the calls will be charged for all the calls initiated by him.To use the

facility you need to activate the ³call waiting´ feature on your handset.



CALLER LINE IDENTIFICATION RESTRICTION

(CLIR) :-

Now, with CLIR you can restrict your cellular phone number from beingdisplayed on the receiver¶s cellular phone. This means, you can maintain complete

confidentiality of your number. This feature might not function across operator networks,

but will definitely restrict caller ID when called within the same cellular operator

network¶s Mobile numbers.

ITEMISED BILLING:-

An itemized bill gives you the details of all calls made and

received, and of all the other facilities you availed of, on your mobile number during a

month. It also carries details of the number called/ received, time and date of the call,

duration and the amount charged

SHORT MESSAGING SERVICE :-This feature allows you to send and receive

messages to and from, respectively; almost all national and international cellular

operators. SMS allows you access to services lime receiving stock quotes, horoscopes,

Jokes messages, email, news and many others. It comes as an in built feature to all

Vodafone subscribers. Vodafone offers an array of Services that help you manage your

calls better. From caller Identification to call waiting, from call divert to call conference

Vodafone redefines convenience. Most of these features are optional and can be

availed of on request and carry a nominal subscription charge. To activate any feature

call our customers care or visit any Vodafone Showroom.



CALL DIVERT (CD) :- With call Divert, you can divert an incoming call to another

cell phone (be it Vodafone or Airtel/ Essar or BSNL cellular Phone ) or even a landline

number (within Andhra Pradesh local dialing list). You can divert your calls.

VALUE ADDED SERVICES :-

Just when you thought you had the cake, we made it possible for you to eat it too.

Introducing THE VODAFONE Value Added Services, a vibrant bouquet of "little

conveniences" "small pleasures" "bits of happiness" "dollops of infotainment" and all

those "itsy bitsy" wants of yours that together make up THE BIG SMILING

PICTURE :-

SMS based services to Voice based ones, the vodafone range cuts across all modes of

communication to ensure the BEST VALUE for your money. So be it downloading the

latest ring tones or sharing the freshest of blonde jokes, be it checking the status of your

cousin's train arrival time or arranging a pick up for your boss's delayed flight, vodafone

hands you the power to do it all.

SMS SERVICES :-

vodafone Buzz - Subscription Services -

SMS Short Code

Text Messaging



Dynamic Voice Mail Service

GPRS/EDGE :-

vodafone Buzz - Subscription Services ±4560456

SMS Short Code

Text Messaging

Dynamic Voice Mail Service

VOICE

Say vodafone -456

Ganesha Speaks - 181

Back ground Music

VODAFONE GPRS ± THE INTERNET ON THE MOVE

VODAFONE :-

Vodafone¶s 3G compatible network supports general Packet radio

service (GPRS) and EDGE, which allows you to access internet websites and

information portals on your mobile, making it possible to stay informed and remain truly

connected in this dynamically changing and competitive environment. Gone are the



days when connecting to a website from the mobile took as long as 2 ± 3 minutes.

GPRS compatible handsets ensure that as a user, you are ³ always on´. There is no

need for a dial up connection or any ISP connection. Now you can now carry the world

Wide Web in their pocket ± the vodafone world. Read email, get stock quotes, check

the weather, read thelatest news and even chat with friends and ³Buddies´ on Idea

Network, yahoo, MSN and ICQ while on the move. One of the mind ± blowing

applications on GPRS/EDGE inmultimedia Messaging Service (MMS).Vodafone is

among the pioneers in the country to provide MMS. This latest innovation in the area of

mobile communication provides you the ability to communication provides you the ability

to communicate not just in voice or text but also in full color images. Now you can send

your emotions to your near and dear ones; with photographs, attach voice clips and

append text too. Just in case the receiver does not have on MMS handset, even then

the photographs can be accessed from our website http.//www.vodafone co.in// for your

convenience, we have also created a library of photo album and voice clips, from where

you can choose and send photographs. Further, you can also compose your own MMS

message on the above ± mentioned website and send it across to a cellular phone or

any e-mail ID.

With the introduction of GPRS on its networks, vodafone also supports the

use of the GPRS phone as a modem, providing busy lap top armed executives, like

most of you; the opportunity to log in wirelessly while ³ on the go´ . thus now you can

surf the Internet using our GPRS connectivity with your computer.

*ADVANTAGE OF VODAFONE GPRS

High speed and ³ always on ³ internet on the move.



Internet access on prepaid also.

Liberation from the shackles of dial - up or ISP connection.

Receive voice calls or SMS even while logged on to

GPRS.

Revolutionary concept of charging - only for what you send and receive Offers

MMS, a platform to communicate not just in voice or text but also in full color images.



Chapter 2

Swot analysis



SWOT Analysis is a strategic planning method used to evaluate the Strengths,

Weaknesses, Opportunities, and Threats involved in a project or in a business venture.

It involves specifying the objective of the business venture or project and identifying the

internal and external factors that are favorable and unfavorable to achieving that

objective. The technique is credited to Albert Humphrey, who led a research project at

Stanford University in the 1960s and 1970s using data from Fortune 500 companies.

Strengths Weaknesses



Internal

Leadership Position

Global Brand Strength

High Geographical reach

Centralized Control ± Low

Flexibility

High Consumer churn rates

External

Opportunities Threats

Expanding marketing boundaries

Growth through 3G

Strategic Alliances

Increased Competition

Market saturation in Europe

Emergencies of Low cost

Brands



SWOT analysis of Vodafone

Strengths:

The main strength of Vodafone within the telecommunications market lies in its brand

image and recognition. Vodafone, having established a global presence and having

invested highly in marketing a differentiated image by promoting a Vodafone life style,

currently enjoys a differentiating advantage that, if exploited properly, can offer a lead

in competition. The presence of Vodafone in numerous countries within Europe as well

as in all part of the world enhances this image. It allows customers to travel and enjoy

easily the services of their home country operator. In the few countries that Vodafone is

not physically present (e.g. Norway) it has well established strategic alliances which

allow for a better service of mobile clients.

Weaknesses:

The expansion of Vodafone has been completed at the expense of direct control of its

operations. The company grew through a process of acquisitions of national

telecommunications companies (e.g. the acquisition of the third biggest Czech mobile

phone operator, Cesky mobile) rather than organic growth. This increased its

subscribers¶ base quickly, offering direct market knowledge and immediate additions of



customer bases at the expense of direct effective control of the subsidiaries. At the

same time though, it implicitly imposed a centralized operational structure for the group,

nominating the UK headquarters as the leading business unit running a much

centralised marketing and handset procurement at group level. This has resulted in the

neglect of local markets and local differences, allowing market share to be gained by

smaller local competitors. Due to the highly saturated Western European market this

has resulted in an increase in the price elasticity of demand, with consumers becoming

continuously price oriented. This has resulted in high customer churn rates reaching the

level of 32.8% in the UK compared to O2¶s 24%.

Opportunities:

The telecommunications market, even though highly saturated in some regions offers

great potential due to the ageing population and the sophistication of the consumers. It

offers great opportunities through a careful market segmentation and exploitation of

particular profitable segments. Different strategies should be pursued ± simple phones

and simplified pricing plans to the ageing population and more updated, sophisticated

solutions for younger generations. The expanding Boundaries of the market could

provide further opportunities by allowing Vodafone to enter more aggressively into

fixedline service and to better enjoy the benefits of its high investment in 3G

technology. Moreover the company has undertaken its first steps in establishing

strategic alliances to develop customized solutions for endusers: Vodafone recently

announced two new partnerships, one with supermarket group ASDA to launch an

ASDA branded mobile service in the UK, and another with electrical retailer DSG

International to provide mobile solutions to small businesses. This could further be

enhanced to avoid being a lateentrant in this new method of distribution which offers

access to a wide potential customer base.



Threats:

The European part of Vodafone¶s market is characterized by existing high levels of

competition. Major brands such as O2 and TMobile are exploiting the price sensitivity

of customers and in this way they are building a stronger image and presence in the

market. Indirect competition is also increasing further, through the presence of Skype

and other related (not only voice) Internetbased services. This combined with the

upcoming European legislative measures is expected to limit further the tariffs for the

network providers imposing further need for price cuts which could harm the bottom line

profitability of the company.

Research methodology



Introduction:



³Marketing research means the systematic gathering, recording, analyzing of data about

problems relating to the marketing of goods and services´

Marketing research has proved an essential tool to make all the need of marketing

management. Marketing research therefore is the scientific process of gathering and

analyzing of marketing information to meet the needs of marketing management. But

gathering of observation is must be systematic. The systematic conduct of research

requires:

Orderliness, in which the measurements are accurate.

Impartiality in analysis and interpretation.

All of research can be categorized into basic and applied.

BASIC RESEARCH: - Basic Research is that intended to expand the body of

knowledge for the use of others.

APPLIED RESEARCH: - Applied Research is one, which is carried out to find the

solution for a particular problem or for guiding a specific decision. It is usually private in

nature.

My research on Vodafone is carried on for guiding specific decisions and its results are

useful only to Vodafone for taking particular decision regarding product quality, staff and

security. Hence the nature of my research study is ³APPLIED RESEARCH ³.



Objective of Study:

Following are the main objective to study about the customer satisfaction on Vodafone.

To study telecommunication industry.

To study the company profile of Vodafone.

To study customer satisfaction of Vodafone.

To study various Marketing activities provided by Vodafone.

To study the various services provided by Vodafone.

To know the expectation of Vodafone Customers.

Benefits of study:

There are many benefits related to take this study. Some of the benefits of taking

this study are as follows:

By analyzing this information, the company would be able to better design schemes &

services & target right prospects¶ needs & wants.



More people will get aware about Vodafone that will increase profit level of Vodafone.

This study helps to identify the behavior of consumer when there are no offers &

schemes from Vodafone.

Process of Marketing Research:

The marketing research is done in systematic process. The Researcher has pursued

the below process of marketing for my study at Vodafone:

Problem Identification



Research Design

Data Collection

Data Analysis & Interpretation

Research Report & Presentation



Problem Identification:

The first and the most important step of marketing research is properly defining the

problem. In order to identify the research problem two categories of problem should be

carefully noticed.

Here the researcher¶s problems are:-

A number of customers are not satisfied with services, new schemes and offers.

A number of customers are not satisfied with the network coverage.

A number of customers are not satisfied with the current call rates of Vodafone.

A number of customers are not satisfied with the Free SMS schemes.

A number of customers are not satisfied with the service of customer care of Vodafone.

RESEARCH DESIGN:

Research design indicates the methods and procedure of conducting research study.

Research design can be done in following three types:-

1 Exploratory Research:-



Exploratory research focuses on the discovery of new ideas and is generally

based on secondary data.

2 Descriptive Research:-

Descriptive research is undertaken when the researcher want to know the

characteristics of certain groups.

3 Causal or Experimental Researches:-

An experimental research is undertaken to identify causes and effect relationship

between two variables.

The Research Design is: Descriptive Research Design



Data Collection and Sampling:

Sources of Data Collection:-

Basically there are two types of data i.e. secondary and primary:

Primary Data Collection:-

Primary data collection contains the following four types of methods: -

1 Observation Method:

It contains Causal observation, Systematic observation, direct observation and

contrived observation.

2 Survey Method:

It contains Personal Interview, Telephone Interview and Mail Interview.

3 Experimental Method.

4 Panel Method.

Secondary Data Collection: -

It can be collected from internal as well as external sources



1 Internal Source:

Various internal sources like employee, books, sales activity, stock availability, product

cost, etc.

2 External Sources:

Libraries, trade publications, literatures, etc are some important sources of external

data.

The Researcher has used primary data for the core purpose of the project and this

primary data has been gathered by survey method. The researcher has also used

secondary data

Data collection Tools:

To conduct a survey, the Researcher has selected a structured questionnaire as an

instruction for gathering valuable information from the customers. Questionnaire, which

is used for the survey, is consisting of questions and checklist questions to check the

customer feedback.

Sampling Plan:

The researcher has design a sampling plan that is consist of five decisions.

Sampling unit:

Who is to be surveyed?



The Researcher has selected youngsters, businessmen, and housewives, employees to

conduct survey and to measure satisfaction level.

Sampling types:

There are two types of sampling i.e. Probability Sampling and Non ± probability

Sampling.

Probability Sampling : -

Probability sampling means each unit of the universe has equal chance of getting

selected. The most frequently used probability sampling methods are as below:

a) Simple Random Sampling.

b) Stratified Random Sampling.

c) Multi-stage Random Sampling.

d) Cluster Sampling.

e) Multi ± phase Sampling.

f) Replicated Sampling.

Non ± Probability Sampling:-

Non ± Probability sampling contains following methods:-

a) Judgment Sampling.



b) Convenience Sampling.

c) Panel Sampling.

d) Quota Sampling

For this purpose the researcher has used non probability convenience sampling.

Sample Size:

Sample size means limited numbers of respondents covered under the research study

from a population and the researcher has taken a survey of 100 respondents to know

the satisfaction level of customer.

Sampling Area:

The researcher¶s area for survey was:

Vodafone Store, rajasmand city

Sampling Unit:

Here the researcher has randomly selected the respondents of the Rajasamnd

DATA ANANLYSIS



Questionnaire

Are you selling sim card ?

YES NO

72% 28 %



(2). Which type of sim service provided?

Pre Paid Post Paid Both

70 % 20 % 10 %



(3).DO you sell recharge voucher¶s ?

YES NO

68% 32 %

(4). which kind of recharge vouchers sell mostly?

Paper

Recharge

Electronic

Recharge

Both

45% 30% 25 %



(5). Which Network you prefer to sell

Vodafone Bsnl Idea Airtel Tata Reliance

30% 20% 10% 20% 8% 12%



(6). Do you have any problem with any service provider

Yes No

39% 61%



(7). Are you satisfy with the current Vodafone plans and Service ?

Yes No Can¶t say

35 % 25% 40%

For Non Telecom outlets

(8). Do you sell Sim & Recharge?

Yes No

70% 30%



(9) Do you know the attractive margins & schemes?

Yes No

59% 41%



(10) .Would you like to sell Sim & Recharge when your

Customer demands?

Yes No90 % 10%

(11) . Is there any demand of Sim & Recharge?

Yes No Upto some extant

60% 30% 10%



CONCLUSION

With this the researcher comes to the conclusion part of the research report. It was a

wonderful experience for the researcher of working on the topic selected by

him.Although it was not easy task collecting information in the competitive market of

telecom services. But taking up the challenge it was very interesting.

* It is clear from the analysis Vodafone cellular is much better than other telecom due

to the survey of Siddharth Nagar according to the customer of Siddharth Nagar living

standard of high people and lower people.

* By the survey I have found that there are many telecom company but and many

competitors in market but no any one defeat the Vodafone cellular.

* Vodafone with the help of its correct marketing strategy & quality products & services

at an affordable price is one of the world¶s leading telecom companies with the

customer base of over 250 million & the future plans & policies of Vodafone will help the

company to achieve its target of adding 500 million by the end of 2010.



* Many activity of Vodafone cellular as tariff plan, Recharge, there activity customer

satisfaction and prove all the best of other telecom .

Problems

There are different reasons in the different to markets for not using the Vodafone

cellular. The limitation's which was found by me are as under.

1. Lack of proper advertisement and hoarding Vodafone cellular are firstly

emphasizing on the urban area & developed markets only .

2. Lack of tower's of the Vodafone cellular in many places.

3. Lack of regular visit is the small markets.

4. Lack of information provided by the company to the rural area people.

RECOMMENDATIONS

Vodafone cellular is the growing and big competitive industries, today in

telecommunication sector there are many company, like BSNL, Airtel, Reliance and now

idea & TATA has also launched his telecommunication service TATA Indicom, so,

Vodafone has to face many competition in the market in the case of sales promotion

activities in telecom with special reference to vodafone cellular, so, Vodafone has

improve thee tower in the Rural area also I want to recommended to Vodafone cellular

to established there tower as fast as they can do so, Vodafone is a big and stable

company so they have to improve themselves as a good telecom service provider.

SUGGESTIONS

Following are the suggestions given so that Vodafone can serve people & its customer

in an improvement way:-

Vodafone should decrease call rates for local users.



Vodafone should provide more offers to post-pay Customer so that the number of

post paid customer Increase.

Vodafone should introduce some new sms sheme for the youngsters.

Vodafone should introduce more scheme & offers

Vodafone should introduce more scheme & offers to its old customers

QUESTIONNAIRES

Q.(1.). Are you selling sim card?

Ans; - (a) Yes

(b) No

(2). which type of sim service provided?

Ans: - (a) Prepaid

(b) Postpaid

(c) Both-

(3). Are you sell recharge voucher¶s?

Ans: - (a) Yes

(b) No

(4). Which kind of recharge vouchers sell mostly?

Ans: - (a) Paper Recharg (b) Electronic Recharge (c) Both



(5). Which Network you prefer to sell ?

Ans:- (a)Vodafone (b) Bsnl (c)Idea

(d) Airtel (e) Tata (g)Reliance

(6). Do you have any problem with any service provider ?

Ans:- (a) Yes

(b) No

(7). Are you satisfy with the current Vodafone plans and Service ?

Ans;- (a) Yes

(b) No

(c) Can¶t Say

(8) Do you know the attractive margins & schemes?

Ans:- (a) Yes

(b) No

(9). Do you sell Sim & Recharge?

Ans:- (a) Yes

(b) No

(10). would you like to sell Sim & Recharge when your

Customer demands?

Ans:- (a) Yes (b) No



(11). Is there any demand of Sim & Recharge?

Ans: - (a) Yes

(b) No

(c) Upto Some Extant

Bibliography

(1)C.P. Bhatnagar, Performance Management Systems

(2) K. Ashwatthapa, Human Resource and Personnel Management.

(3)C R Kothari

(4) Marketing Management ± Philip Kotler.

Websites:

http://www.vodafone.com/start/media_relations/news/local_press_releases/portugal/port

ugal_press_release/vodafone_had_highest.html

http://en.wikipedia.org/wiki/Customer_satisfaction

http://en.wikipedia.org/wiki/Hutch_(Indian_cellular_company)

http://en.wikipedia.org/wiki/Vodafone

http://bora.nhh.no/bitstream/2330/1919/1/Saplitsa%202008.pdf

www.anacom.pt/render.jsp?contentId=606658

www.iimcal.ac.in/community/consclub/reports/telecom.pdf

www.vodafone.in



www.reliancemobile.com

www.airtel.com

www.google.com

Date post:	06-Apr-2018
Category:	Documents
Upload:	praveeniilm05
View:	219 times
Download:	0 times

Final Vodafone

Documents