GNIT College Of Management

Plot no.6-C , Knowledge Park-11 ,Greater Noida Ph. :91-120-2320210 E-mail-gnit@gnit.net

Summer Training Project Report

On

Assessment of Enterprise Customer Satisfaction With Reference

To

Submitted In The Partial Fulfillment Of The Requirement Of Post Graduate Diploma In Management To

The GNIT College Of Management, Greater Noida, Gautama Buddha Nagar (U.P.)

SUBMITTED BY :

PGDM 2011-2013

Niranjan Kumar

I.D - 111131

UNDER THE GUIDANCE OF: UNDER THE SUPERVISION OF :

Mr. Shivdeep Singh Mr. Animesh Mishra

( Asst. Professor ) ( Senior Manager )

GNIT College of Management , Greater Noida Page 2

ACKNOWLEDGEMENT

It’s a great pleasure to present this report of summer training in Tata Teleservices Ltd (New Delhi) in partial

fulfillment of PGDM Program under GNIT College of Management, affiliated to AICTE, Delhi. At the

outset, I would like to express my immense gratitude to Mr. Animesh Mishra (Senior manager) &

Mr.Akashdeep Sharma (Asst.Manager),Who guides me right from the inception till the successful

completion of the training. I am falling short of words for expressing my feelings of gratitude towards him

for extending their valuable guidance about market and support for literature, critical reviews of project and

the report and above all the moral support he had provided me with all stages of this training. I express my

thanks and deep gratitude who are directly and indirectly associated in the completion of this project.

I am also indebted to the various marketing officials of Indian ministry

& department. Where I visited who provided me qualitative inputs, and shared personal experiences.

And finally I would like to offer my heartiest thanks’ to Mr. Pankaj

chirag (Asst.Manager) , Pro. Prashant dev (GNIT) & Asst. pro. Shivdeep Singh . I thank my parents for their

continuous Motivation throughout the project. Thank you all.

Niranjan kumar.

GNIT College of Management , Greater Noida Page 3

DECELERATION

I Niranjan kumar, I.D -111131 student of PGDM in GNIT College of Management , Greater Noida..Hereby

declare that the Project Work entitled “Assessment of Enterprise Customer Satisfaction With Reference To

TTSL “ is my own work. The project was of 8 weeks duration and was completed between 1st June 2012 to

27st July 2012 .

I further declare that to the best of my knowledge, the Project does not contain any part of any work which

has been submitted for the award of any degree/diploma either in this College or anywhere else.

Signature of the candidate

( Niranjan kumar )

GNIT College of Management , Greater Noida Page 4

COLLEGE'S CERTIFICATE

Ref: -

Date: -

Summer Training Project Report Certificate

This is to certify that..Niranjan kumar...Roll no..111131….a student of PGDM has

worked on summer training project report titled… Assessment of Enterprise

Customer Satisfaction With Reference To TTSL….. At…Tata Teleservices Ltd…. After II

semester in partial fulfillment of the requirement for the programme. This is

his/her original work to the best of my knowledge.

Signature

Shivdeep Singh .

GNIT College of Management , Greater Noida Page 5

GNIT College of Management , Greater Noida Page 6

Table of content

Sr. No. Page no.

I. Acknowledgement

II. Deceleration

III. College certificate

IV. Company Certificate

1. Preface

2. Executive Summary 8

3. Industry Overview 10

4. Company Profile 15

5. Marketing strategy 21

6. About the Project 26

7. Review Of Literature 34

8. Research Methodology 37

9. Data Analysis 40

10.Conclusion 49

11. Recommendations 52

12. Challenges Faced 53

13. Bibliography 54

14. Annexure

GNIT College of Management , Greater Noida Page 7

PREFACE

Title Of Project: - Assessment of Enterprise Customer Satisfaction With Reference To TTSL

Superim Guide Of:- Mr. Animesh Mishra & Mr.Akashdeep Sharma

Life is a long journey, where in each one of us crosses number of milestones. Every stoppage teaches us a

lot. I, being the student of management, learnt a plethora of things and was being bombarded with lots of

learning, events, projects, and seminar. The two-year full time program of management course helped in lots

of learning. Such has been the presentations and projects which enhanced our Learning by adding on to our

world of knowledge, and summer training is one of the parts to enhance our business skills.

Theoretical knowledge without practical knowledge is of little value.

Theoretical studies in classroom are not sufficient to understand the functioning of marketing concepts.

Therefore, it becomes necessary to undergo any research work. Practical research supplements the

theoretical studies i.e., it covers what is left uncovered in the classroom. It exposes a student to invaluable

treasure of experiences.

Research work is a part of our curriculum, which helps us to correlate our theoretical

concepts with practical experiences. As a part of curriculum of PGDM, I was assigned development

Programmers’ to study in detail & prepare a research report on “Assessment of Enterprise Customer

Satisfaction With Reference To TTSL “. Tata Teleservices ltd. Working environment was quit outstanding

,Mangers were truly Excellent in their own skill , their support & guide help me allot in my project work as

well as awareness about telecom product line in very short timeframe . It was just like a dream comes true

for me to part of India’s & world’s most respectful & trusted Brand “TATA GROUP”. Sometime

Something you can’t share experience & expose in words you are getting from working place to anyone

but I can assure you that just come with TTSL you will start felling like something was missing before .it’s

beautiful organization I love to work with TTSL in future .

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EXECUTIVE SUMMARY

Corporate life is something which can only be mastered through experience. Two months is fair time to

have the flavor of business life; to learn life is sometimes tough and sometimes easy. This is something

which no books can teach you, it can only be experienced. The things one can learn from internships could

be how to work in team, how to solve bunch of problems, how to handle conflicts, how to handle pressure,

and how to communicate with colleagues, and many more. It also provides the glimpse of practical learning

beyond your college.

During two month summer internship at Tata Teleservices Ltd. enterprise sale . I was on role as Business

Relationship Manager . I came to know about telecom industry . what new Marketing strategy are applying

for the growth of the origination. What is an enterprise sale?

“How to communicate & develop relationship with your customer.”

Enterprise Sales: –

“When we talk about enterprise segment, it refers to B2B customers and providing telecom services to

enterprise customers for their business requirements .“

Also referred to as Large Account selling, the pursuits of opportunities where enterprise level commitments

to products are at the core of the sales cycle. Selling an enterprise license tends to be an overblown focus of

most young companies, often yielding few results. It's challenging to sustain long sales cycles, endless

meetings and demonstrations, unfocused business negotiations and the risk of incumbents undermining the

whole process. It's also not uncommon to start and restart enterprise sales cycles given it's not uncommon

for the customer to change the point person responsible for making buying decisions (especially in IT roles).

Tata Tele Enterprise Business, an integral part of Tata Teleservices Limited, is geared to cater to every

communication need of every kind of business. Our depth of experience and reliable expertise enables

enterprises to accomplish more through a broad range of communication solutions which include Fixed Line

Solutions, Conferencing Solutions, Domain Solutions, Data Solutions, Mobility Solutions, Unified

Communication and Managed Services. Tata Teleservices Limited TTEB delivers integrated and smarter

telecom solutions that enable customers to gear up to the next level of business growth.

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Landing an enterprise account often brings a mixed blessing of

benefits -- revenues (perhaps long term revenues), key account references, valuable product feedback, etc --

it can also bring a disproportionate amount of pressure to focus product development on the needs of a few

customers versus the requirements of the market at large. Finding quality enterprise sales reps is also a

challenge, they tend to come with a defined rolodex of contacts to sell into (which helps get in the door) but

don't necessarily have better sales skills than reps cold calling large accounts.

All in all, selling at the enterprise level is a bit of a mixed bag

-- you need to go into these types of sales activities with your eyes wide open, prepared for lots of hard

work, awareness that many custom things may need to be done (pricing, features, sales process, contracting).

Landing an enterprise account is considered a win, but it can also ruin the company if not managed properly.

We'll examine the pros and cons of enterprise selling in more detail and contrast it with other sales models

that, in combination, might be the appropriate approach for your situation.

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INDUSTRY OVERVIEW

Telecommunication is the transmission of messages over significant distances for the purpose of

communication. In the modern age of electricity, telecommunications has involved the use of electric means

such as the telegraph and telephone, the use of microwave communications and the use of fiber optics.

The Beginning: -

The history of Indian telecom can be started with the introduction of telegraph. The Indian postal and

telecom sectors are one of the world’s oldest. In 1850, the first experimental electric telegraph line was

started between Kolkata and Diamond Harbour.

LIBERALIZATION AND PRIVATIZATION: -

Liberalization of Indian telecommunication industry started in 1981 when Prime Minister. Indira signed

contracts with Alcatel CIT of France to merge with the state owned Telecom Company (ITI), in an effort to

set up 5,000,000 lines per year. But soon the policy was let down because of political opposition It was

during this period that the Narsimha Rao-led government introduced the National Telecommunications

policy (NTP) in 1994 which brought changes in the following areas: ownership, The country was divided

into 20 telecommunication circles for basic telephony and 18 circles for mobile services. The political

powers changed in 1999 and the new government under the leadership of Atal Bihari Vajpayee was more

pro-reforms and introduced better liberalisation policies The proposal of raising the stake of foreign

investors from 49% to 74% was rejected by the opposite political parties and leftist thinkers. Domestic

business groups wanted the government to privatize VSNL. Finally in April 2002, the government decided

to cut its stake of 53% to 26% in VSNL and to throw it open for sale to private enterprises. TATA finally

took 25% stake in VSNL. However, after a number of proactive initiatives taken by regulators and licensors,

the total number of mobile subscribers has increased rapidly to over 929 million subscribers as of May 2012.

Telecommunication Industry Sectors

TELEPHONY

INTERNET

BROADCASTING

“ The Primary Regulator Of Telecommunications In India Is The Telecom Regulatory Authority Of India “

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Telecommunication Industry: Major Players

AIRCEL

Aircel, headquartered in Chennai, India has absorbed Cingular Wireless, and offers 2G service using GSM

technology and 3G service using UMTS technology.

AIRTEL

Airtel, with its head offices in both Mumbai and Berhampur, India provides 2G service using GSM and 3G

service using UMTS/HSPA technology

BSNL

BSNL, headquartered in New Delhi, is a public listed company and is state-owned. It offers 2G service

using GSM and 3G service using UMTS. It was the first service provider to introduce 3G services in India.

MTNL

MTNL, headquartered in Mumbai is a public listed company and is state-owned and offers 2G service using

CDMA and 3G service using GSM.

IDEA CELLULAR

Idea Cellular, headquartered in Mumbai, has absorbed Cingular Wireless, and offers 2G service using GSM

technology and 3G service using UMTS technology.

RELIANCE COMMUNICATIONS

Reliance Communications, with its head offices in Navi Mumbai, Maharashtra provides CMDA 2G service

using CDMAOne and CDMA 3G service using CDMA2000 EVDO technology. It also provides GSM 2G

services & 3G GSM HSDPA Services.

LOOP MOBILE INDIA (FORMERLY BPL MOBILE)

Loop Mobile India, is a mobile phone service provider in Mumbai, Maharashtra, India

EMIRATES TELECOMMUNICATIONS CORPORATION (formerly swan telecom)

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A.) Telephony –

The telephony segment is dominated by private-sector and two state-run businesses. Most companies were

formed by a recent revolution and restructuring launched within a decade, directed by Ministry of

Communications and IT, Department of Telecommunications and Minister of Finance. Since then, most

companies gained 2G, 3G and 4G licenses and engaged fixed-line, mobile and internet business in India.

Fixed Telephony: - Until the New Telecom Policy was announced in 1999, only the Government-

owned BSNL and MTNL were allowed to provide land-line phone services through copper wire in India.

Due to the rapid growth of the cellular phone industry in India, landlines are facing stiff competition from

cellular operators.

Mobile Telephony : - In August 1995, Chief Minister of West Bengal, Shri Jyoti Basu ushered in the

cell phone revolution in India by making the first call to Union Telecom Minister Sukhram. Sixteen years

later 4th generation services were launched in Kolkata. The country is divided into multiple zones, called

circles (roughly along state boundaries). India primarily follows the GSM mobile system, in the 900 MHz

band. Recent operators also operate in the 1800 MHz band. The dominant players are Airtel, Tata

teleservices , Reliance Infocomm, Vodafone, Idea cellular and BSNL/MTNL. India is divided into 22

telecom circles.

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The first mobile phone company was Nokia

First Mobile service provider was Modi Groups in 1995 and started in Kolkata, somewhere it was

signed that mobile service.

Internet: - The history of internet in India started with launch of internet services by VSNL on August 15,

1995, the 48th anniversary of Indian independence. They were able to add about 10,000 internet users within

6 months. In 2004, Government formulated its Broadband policy which defined the broadband as an always-

on internet connection with download speed of 256 Kbit/s or above. Internet access in India is provided by

both public and private companies using a variety of technologies and media including Dial-Up(PSTN),

xDSL, Coaxial Cables, Ethernet, FTTH, ISDN, HSDPA (3G), Wi-Fi, WiMAX etc. at a wide range of speeds

and costs. As of December 2011, total Internet connections stood at 22.39 million. There are 155 Internet

Service Providers (ISPs) as of February 2012, which offer broadband services in India. Public sector

companies BSNL and MTNL dominates the market with a share of 64.8 and 7.6 percent respectively while

from the private sector Bharti leads with a share of 10 per cent. Cyber Cafe remains as the major source of

internet access. In 2009, about 37 per cent of the users access from Cyber cafe, 30 per cent from office and

23 per cent from home. Mobile internet subscriptions as reported by India's TRAI in Mar 2011 increased to

381 million. The average download speed in India hovered at about 256 Kbit/s, the minimum speed set by

TRAI, whereas the international average was 5.6 Mbit/s during the same period. In order to attend this

infrastructure issue the government declared 2007 as "the year of broadband"

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Broadcasting: - In India, only the government owned Doordarshan has the license for terrestrial

television broadcast. . In 2012, India had about 148 million TV homes of which 126 million has access to

cable and satellite services.

Performance: - The Indian telecom industry has witnessed a significant upswing and is presently on a

high speed growth path, enjoying a growth rate of ~45 % p.a., among the highest in the World. According to

Business Monitor International, India is currently adding 8-10 million mobile subscribers every month.

Meanwhile, authorities believe current broadband subscriptions are ~20 million and internet subscriptions

are ~40 million.

Growth Potential: - As economic growth continues at a stable 8% p.a., as Indian customers continue

to embrace the currently under-penetrated mobile technology, and as regulatory policy continues to favor

investment in the sector, this growth path is likely to continue. Ernst and Young analysts believe it is

projected to almost double to ~USD 55 billion by 2012, thereby contributing over 6% to the GDP.

The Indian telecom industry also manufactures a complete range of telecom equipment using state of the art

technology. Leveraging these strengths, the growth generators in the coming years are likely to be enhanced

mobile value added services, integrated broadband services and the emergence of India as a global telecom

manufacturing hub. Favorable factors such as policy moves of the government, tax incentives offered, a

large talent pool in R&D and low labor cost all provide a strong impetus to the industry.

Future Prospects: - Given the exciting times ahead, the sector is a huge employment generator, likely

to generate over ~3 lakh new jobs over the coming 5 years. There is a huge demand for qualified and skilled

professionals with technical knowledge and hands on experience. In order to fulfill their rapid growth plans,

players lure talent with handsome rewards. Suitably skilled candidates can expect a significant premium

salary even at the starting level, due to the challenges the industry is facing in terms of finding and recruiting

proper talent. Industry experts believe that the talent crunch in this sector will push salaries even further than

the current 15% hike.

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COMPANY PROFILE

Type Public

Industry Telecommunications

Founded 1996

Headquarters Mumbai, India

Key people Mr. Cyrus P. Mistry (Chairman)

Srinath Narasinimhan (MD&CEO)

Revenue 3,191 crore (US$636.6 million)

Product fixed line and mobile telephony,

Broadband and fixed line

Internet Services, digital television and

Network services

Parent Tata group

Website www.tatateleservices.com

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BOARD OF DIRECTORS

Mr. Cyrus P. Mistry

Designation: Director

Company: Tata teleservices ltd.

Mr. Srinath Narasimhan

Designation: Managing Director

Company: Tata Teleservices Ltd.

Mr. N Chandra

Designation : Chief Executive Officer

Company: Tata Consultancy Services (TCS).

Mr. Kazuto Tsubouchi

Designation: Executive Vice

President/ChiefFinancialofficer

Company: NTT DOCOMO, INC.

Mr. NS Ramachandran

Designation:IndependentDirector

Company: Tata Teleservices Ltd.

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CORPORATE MISSION & VISION

MISSION – “Trusted Services to 100 million Happy Customer“

OUR VISION – “ To empower every Indian to connect with the world affordably “

OUR VALUES -

Fairness through meritocracy

Trust based on accountability

Tenacity for results

Pioneering spirit

Excellence in execution

Leadership with humility

Award And Recognition

TTSL has won the Global HR Excellence Award 2009 under the “Institution Building Category” by

World HRD Congress

100 True Value Shoppes (TVS) on the same day across the nation

Project Drishti Bags 2nd National Telecom Award

Innovative Retail Concept of the Year - Tata Teleservices Ltd.

IT Service Provider of The Year Award

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Tata Teleservices Ltd . Telecom products and solutions

o 3G services

o Bandwidth

o Broadband

o Calling card

o CDMA services

o Cloud computing

o Connectivity solutions

o Content/Applications

o Converged communication services

o Converged voice

o Data Services

o Dial up Internet

o Domestic long distance services

o Enterprise data services

o Enterprise solutions

o Global Ethernet services

o GSM telecom

o Hosting and Storage

o Infrastructure services

o International and domestic private leased lines

o International toll free service and account calling

o International voice services

o IP/MPLS VPN

o Leased Lines

o Managed collaboration

o Managed data networks

o Managed network connectivity

o Managed security

o Mobile and broadband

o Net telephony

o Satellite earth stations

o Submarine cable network

o Telecom towers

o Telecommunication solutions

o Telephony services – Fixed/Mobile

o Telepresence solutions

o Terrestrial fiber network

o Transmission

o Voice services

o Wi-Fi

o Wireless desktop phones

o Wireline services

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ABOUT TATA TELESERVICES LIMITED.

Tata Teleservices Limited spearheads the Tata Group's presence in the telecom sector. The Tata Group

includes over 90 companies, over 395,000 employees worldwide and more than 3.5 million shareholders.

Incorporated in 1996, Tata Teleservices is the pioneer of the CDMA 1x technology platform in India. It has

embarked on a growth path since the acquisition of Hughes Tele.com (India) Ltd [renamed Tata

Teleservices (Maharashtra) Limited] by the Tata Group in 2002. It launched mobile operations in January

2005 under the brand name Tata Indicom and today enjoys a pan-India presence through existing

operations in all of India's 22 telecom Circles. The company is also the market leader in the fixed wireless

telephony market. The company's network has been rated as the 'Least Congested' in India for six

consecutive quarters by the Telecom Regulatory Authority of India through independent surveys.

Tata Teleservices Limited has also become the first Indian private telecom operator to launch 3G

services in India under the brand name Tata DOCOMO, with its recent launch in all the nine telecom

Circles where it bagged the 3G license. In association with its partner NTT DOCOMO, the Company finds

itself favorably positioned to leverage this first-mover advantage. With 3G, Tata DOCOMO stands to

redefine the very face of telecoms in India. Tokyo-based NTT DOCOMO is one of the world's leading

mobile operators—in Japan, the company is the clear market leader, used by nearly 55 per cent of the

country's mobile phone users.

Tata Teleservices Limited also has a significant presence in the GSM space, through its joint venture with

NTT DOCOMO of Japan, and offers differentiated products and services under the Tata DOCOMO brand

name. Tata DOCOMO arises out of the Tata Group's strategic alliance with Japanese telecom major NTT

DOCOMO in November 2008. Tata DOCOMO has received a pan-India license to operate GSM telecom

services—and has also been allotted spectrum in 18 telecom Circles. The company has rolled out GSM

services in all of these 18 telecom Circles in the quick span of just over a year.

Tata DOCOMO marks a significant milestone in the Indian telecom landscape, and has already redefined the

very face of telecoms in India, being the first to pioneer the per-second tariff option—part of its 'Pay for

What You Use' pricing paradigm. Tokyo-based NTT DOCOMO is one of the world's leading mobile

operators—in the Japanese market, the company is the clear market leader, used by over 50 per cent of the

country's mobile phone users.

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The Tata Teleservices Limited bouquet comprises four other brands as well—Virgin Mobile, Walky (which

is the brand for fixed wireless phones), the Photon family (the company's brand that provides a variety of

options for wireless mobile broadband access, and T24. TTSL recently entered into a strategic partnership

agreement with Indian retail giant Future Group to offer mobile telephony services under a new brand

name—T24—on the GSM platform. The exciting new brand was unveiled in February and the company

announced the commercial launch of GSM operations under the brand name T24 in June, starting with the

city of Hyderabad. It has now launched T24 GSM services in Kolkata, Bhubaneswar, Luck now and

Ahmadabad.

Today, Tata Teleservices Ltd, along with Tata Teleservices (Maharashtra) Ltd, serves over 85 million

customers in more than 450,000 towns and villages across the country, with a bouquet of telephony services

encompassing Mobile Services, Wireless Desktop Phones, Public Booth Telephony and Wireline Services.

In December 2008, Tata Teleservices announced a unique reverse equity swap strategic agreement between

its telecom tower subsidiary, Wireless TT Info-Services Limited, and Quippo Telecom Infrastructure

Limited—with the combined entity kicking off operations with 18,000 towers, thereby becoming the largest

independent entity in this space—and with the highest tenancy ratios in the industry. Today, the combined

entity—which has been re-christened as VIOM Networks—has a portfolio of nearly 45,000 towers.

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MARKETING STRATEGY

“Building Tomorrow’s Corporates Today “

Market Penetration Strategy

Tata Teleservices defines itself in terms of the services / products that it offers. The company first considers

make maximum opportunity. Warm them test opportunity finally get something to work with them.

MARKETING MIX

The four P’s are the parameters that the marketing manager can control, subject to the internal and external

constraints of the marketing environment. The goal is to make decisions that center the four P’s i.e.

Price, Place, Promotion and Product on the customers in the target market in order generate a positive

response.

PRODUCT DECISIONS

The term "product" refers to tangible, physical products as well as services & solution to the enterprise needs.

The company focuses upon

Brand name

Quality

design

Back office Support

PRICE DECISIONS

Some examples of pricing decisions to be made include:

Pricing strategy (penetration, etc.)

Volume discounts

Price flexibility

Price discrimination

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DISTRIBUTION (PLACE) DECISIONS

Distribution is about getting the products / services to the customer. Some examples of distribution decisions

include:

Distribution channels

Market coverage (inclusive, selective, or exclusive distribution)

Specific channel members / agents

Order processing

PROMOTION DECISIONS

In the context of the marketing mix, promotion represents the communication of information

about the product with the goal of generating a positive customer response.

Marketing communication decisions include:

Promotional strategy (push, pull, etc.)

Advertising

Personal selling & sales force

Sales promotions

Public relations & publicity

COMPETITORS

Reliance

Airtel

Vodafone

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TATA Business Excellence Model: -

Tata Business Excellence Model is a framework which helps companies to achieve excellence in their

business performance. This is the chosen model by the TATA group to help in building globally competitive

organizations across TATA Group companies. TBEM is based on the Malcolm Balridge National Quality

Award Model of the U.S.

The Criteria have three important roles in strengthening competitiveness:

To help improve organizational performance practices, capabilities, and results

To facilitate communication and sharing of best practices information among all organisations within

TATA Group.

To help in guiding organizational planning and opportunities for learning

TBEM Criteria is designed to help organizations use an integrated approach to

organizational performance management that results in

Delivery of ever-improving value to customers and stakeholders, contributing to organizational

sustainability

Improvement of overall organizational effectiveness and capabilities

Organizational and personal learning

The Criteria are built on the following set of 11 Interrelated Core Values and Concepts:

Visionary Leadership

Customer-driven Excellence

Organizational and Personal Learning

Valuing Employees and Partners

Agility

Focus on the Future

Managing for Innovation

Management by Fact

Social Responsibility

Focus on Results and Creating Value

Systems Perspective

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The Core Values and Concepts are embodied in seven Categories, as follows:

Leadership

Strategic Planning

Customer and Market Focus

Measurement, Analysis, and Knowledge Management

Work force Focus

Process Management

Business Results

The TBEM criteria are the operational details of the Core Values, applied to the different facets of a

Business organization.

The 7 Criteria Categories are divided into 18 items and 32 Areas to Address

The TBEM framework has the following characteristics

Focus on Business results

Non-prescriptive and Adaptable

Maintains System Perspective

Supports Goal based diagnosis

TBEM instills a process centric approach in an organization as a means to achieve the chosen Business

Goals

Tata Teleservices Limited as a part of the TATA Group has adopted the TATA Business Excellence model

as an intricate part of its operation structure and uses it to grow from strength to strength, keeping

Operational excellence and Business results in focus.

Tata Communication, TTL to chase corporate clients together Joint strategy a step towards consolidating

group’s telecom venture. Tata Communications, the NSE-listed service provider for telecom companies

around the world, and Tata Teleservices, an unlisted mobile services firm from the group, are in discussions

for a joint co-operation agreement to tap corporate customers together, with an end-to-end basket of services

in the telecom space. Tata Communications, which is one of the world’s largest wholesale voice companies.

Top Tata group officials said while the legal entities would continue to remain separate; the joint go-to-

market team would target Corporates small, medium and large in the country with a joint suite of products

and services that meet the needs of customers. By presenting a united face to customers the companies hope

to maximise their wallet share of customers and increase their success ratio with bids.

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“Individually, we are number three or four in some categories in the enterprise

market. So customers look upon us as smaller service providers. But together we would be number one in

every single major category of reckoning for enterprise customers in India. We have got an in-principle buy

in from the top management of both companies and are now working on how to cascade this down to lower

levels,” said a top Tata Teleservices official. Tata Communications is very good at the back end with

processes, billing and networks. While Tata Teleservices is very good with last mile connectivity and

relationships with retail customers and small and medium enterprises. Together they can be a potent force in

the Indian telecom space.

The strategic marketing plan lays out the target markets and the value proposition the Firm will offer

whereas the tactical marketing plan include the marketing mix (product Features, promotion, pricing, sales

channels and service).

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ABOUT THE PROJECT

As my project title is “Assessment of Enterprise Customer Satisfaction With Reference To

TTSL “ at Tata Teleservices Ltd. When we talk about enterprise segment, it refers to B2B customers and

providing telecom services to enterprise customers for their business requirements. To complete this project

I had gone through various theories of sales and marketing. .

The Enterprise sale, five, eight, 10 years ago was complex and difficult enough. But now that buyers have a

new tool from their perspective—a new weapon from our perspective (sales)—that is a significantly

improved, enhanced and deeper internet to find out about us (vendors)—our successes, our failures, our

competitors, our capabilities, our strengths, our weaknesses and our challenges—they have so much at hand.

DESCRIPTION AND CONTENT OF THE PROJECT

Enterprise sales - To treat with hospitality; to entertain.

Enterprise Sales - A purposeful or industrious undertaking (especially one that requires effort or

boldness); "he had doubts about the whole enterprise"

Enterprise Sales - Large Account selling, the pursuit of opportunities where enterprise level

commitments to products are at the core of the sales cycle. Selling an enterprise license tends to be an

overblown focus of most young companies, often yielding few results. It's challenging to sustain long sales

cycles, endless meetings and demonstrations, unfocused business negotiations and the risk of incumbents

undermining the whole process. It's also not uncommon to start and restart enterprise sales cycles given it's

not uncommon for the customer to change the point person responsible for making buying decisions

(especially in IT roles).

TATA Tele Enterprise Business

TATA Tele Enterprise Business, an integral part of TATA Teleservices Limited, is geared to cater to every

communication need of every kind of business. Our depth of experience and reliable expertise enables

enterprises to accomplish more through a broad range of communication solutions which include Fixed Line

Solutions, Conferencing Solutions, Domain Solutions, Data Solutions, Mobility Solutions, Unified

Communication and Managed Services.

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TATA Teleservices Limited TTEB delivers integrated and smarter telecom solutions that enable customers

to gear up to the next level of business growth.

“Enterprise Customers Are Needed Because Retail Revenue Is Flat: Sukanto Aich, President

Enterprise Business”

ENTERPRISE SALES

Enterprise Services provides a broad portfolio of services to large Enterprise and Carrier customers. This

division comprises the Carrier and Corporate business units. Enterprise Services is regarded as the trusted

communications partner to India's leading organizations, helping them to meet the challenges of growth.

Corporate –

This business unit delivers end to end telecom solutions to India’s large corporate. It serves as the single

point of contact for all telecommunication needs for corporate customers in India by providing full suite of

communication services across data, voice and managed services. It specializes in providing customized

solutions to address unique requirements of different industry verticals; BFSI, IT, Its, Manufacturing and

distribution, media, education, telecom, Government and PSUs and retail among others. Backed by the

alliances with leading technology companies worldwide and state of the art infrastructure, it offers complete

range of telecom solutions. These solutions enable corporate to network their offices within India and across

the globe, provide them infrastructure to run business critical applications and provide them means to

connect with their customers, vendors and employees.

Enterprise sales function -

Enterprise Services provides a broad portfolio of services to large Enterprise and Carrier customers. This

division comprises the Carrier and Corporate business units. Enterprise Services is regarded as the trusted

communications partner to India's leading organizations, helping them to meet the challenge s of growth.

TTSL Solutions for Business Needs

Business Continuity

Cost Optimization

Enterprise Mobility

Productivity Enhancement

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Simplified Communication

Sustainable Growth

Solutions for Industry

Government / PSU

Retail

Manufacturing

BFSI

IT

Telecom

Realty Infrastructure

Has The Complex Sales Process Changed?

Yes, a lot. The complex sale, five, eight, 10 years ago was complex and difficult enough. But now that

buyers have a new tool from their perspective—a new weapon from our perspective (sales)—that is a

significantly improved, enhanced and deeper internet to find out about us (vendors)—our successes, our

failures, our competitors, our capabilities, our strengths, our weaknesses and our challenges—they have so

much at hand.

They Don’t Really Need Us As Much Anymore—Get Over It

They need less of us than they’ve ever needed before.

By the time they call us in, they are well-educated and have a good idea of who their buying preferences are.

That’s important. Ten years ago, they’d have to call us to get information, speeds, feeds, features, functions,

performance specifications, colors and delivery dates. But now, just a few quick touches of the keyboard and

a lot of that is already available.

Things have changed a lot. Great salespeople adapt. They win. Others don’t.

How To Sell In This Environment?

How do you sell in this new, flattened, highly fluid, educated environment? Some of this is Sales 101, but

either it never gets taught or it never really sinks in. It understands how your customers buy. What are their:

Buying preferences?

Buying tendencies?

GNIT College of Management , Greater Noida Page 29

Alternatives they may have other than you?

We in sales have to understand how our buyers buy and then adapt our selling process, our messaging, and

our tools, everything that we do to a great extent, to match how our customers buy.

How Should Salespeople Educate Themselves To Compete?

A salesperson, especially a beginning salesperson, if they can understand it’s all about:

The money

The customer achieving their business goals and objectives

Understanding what those business goals and objectives are

Positioning your product and service so that the customer can see without a question of doubt how

your product and service will help them achieve their business goals and objectives in financial terms

That’s when the real sale begins in earnest. Not until then. But if a salesperson is trying to sell based upon:

The shininess of their product The reputation of their best lead consultant

The fact that their CEO appeared on the cover of Forbes magazine …

That may get them some attention, which is incredibly important, but it’s going to be very difficult to

actually get the sale.

When the salesperson makes the transition to proactive business person, that’s when they start to win

business in the complex sale.

Remember, you’re not selling things to companies because they want to buy things—because they like

things. We do that as consumers. We want a new barbecue grill. I’m buying my first motorcycle in a couple

of weeks, and I’m excited about it. We as consumers like to buy things for the emotional kick of it very

often. But businesses don’t buy things just for the sake of buying; they buy products or services from

vendors or suppliers because they want to improve their business. They want to increase revenues, decrease

expenses, both, or somehow mitigate risks.

Tata Teleservices Ltd. Team For Enterprise Sales

a) COCP TEAM – Company Owned & Company Paid.

b) IOCR TEAM – Individual Owned & Company Reimbursed / Channels Partners.

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Company Owned & Company Paid - Business relationship Manager is full responsible for make

business opportunity from his fix A/C. Each BRM have at list 80-120 A/C. In enterprise sale there is only

Top Corporate Company. COCP team provides solution & services according to their requirement with their

product range.

Individual Owned & Company Reimbursed / Channels Partners - This is another team in

enterprise sales for individual customer in SME or very small size Enterprise. There is also BRM for

individual customer to sales or provide better solution & services according to their requirement.

COCP TEAM FOR GOVERNMENT DEPRTMENT / PSU

Over the years, the government has leveraged the potential of telecom for performing its administrative

functions more efficiently. It has, for example, established a comprehensive database for disaster

management. This includes complete information on disaster-prone zones, village demography, socio-

economic profiles, search and rescue equipment availability, and emergency contact numbers. The database

enables the government to respond promptly to emergency situations.

Manager’s Role In Enterprise Sales –

Maintain the customer data (Address ,Contact no.)

Regular visit to your A/C customer

Know their exiting use and requirement

Customized plan according to customer need

Sales & Promotion ( Sales kit – all document /broachers)

Created Opportunity by Tata Manager’s -

OUTPUT = 10

“ Final output is out of 100 =10 customer retain “

“Tata ask their manger’s go with this strategy to continue “

100 opportunity cold creat by manger

75 warm only

25 turn opprtunity

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Technical aspects & details of the project

Salesforce.com is the enterprise cloud computing company that is leading the shift to the Social Enterprise.

Sales force is trusted cloud platform and apps—including flagship CRM solution. This is used by Tata

teleservices Ltd. Managers. To help employees collaborate easily and connect with customers.

1.) Offline – The manual process by which CAF is filed is called offline process. It involves the

following steps:

In offline process we fill our customer application form.

Tariff Detail Form

Services Enrolment form

Services Enrolment form (with CAF)

Tariff enrollment from of our Product

Format (our plan )

Address proof of customer

Purchase order

Employee i.d & customer signature with stamp

Documents that the customer needs to carry to TVS/TVH for migration. The documents required are:

O ID proof with 1 photocopy

O Address proof with 1 photocopy

O 1 passport size photograph

Inform the customer that he would have to fill up a

O Migration Form

O Postpaid CAF

O Tariff Selection Form

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2.) Online – This high-tech technique is a boon to preparers and speeds client’s CAF. SAP for

Telecommunications is an end-to-end portfolio of solutions, applications, and services tailored to meet the

needs of the telecommunications industry. It integrates your entire business on a coherent platform,

streamlining your existing operations and introducing efficient, future-proof business functions. SAP’s

portfolio for telecommunication enterprises of all types and sizes includes an unsurpassed range of industry-

specific functions with support for sales and order management, convergent charging, convergent billing,

receivables management, and Customer Relationship Management (CRM.) The process includes the

following steps:

Firstly we generate P.O i.d

Second step O.I .i.d

Third step T.A.R .i.d

Then BRM forward for other team for approval.

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The activities carried out during the training are as follows :-

Giving regular feedback and information of our brand performance and competitive activity

Gaining a clear understanding of customers' businesses and requirements;

Meetings with higher government officials, contractors on daily basis.

Check CAF & Required document list. Do all document work for TTSL.

Work on Sale force to update required information for Manager.

Work on RMS sheet, Data master and Excel sheet required for internal process.

Collected all required information of Indian Ministry & department for TTSL.

Join Training Program In Tata Teleservices Ltd. With Business Relationship Manager.

Visited to Resident Commissioners Bhavan ,lok Nayak Bhavan, ernet India , NTPC, AIIMS other

PSU regarding know their current existing Network & requirement. Make them aware with Tata

Teleservices Ltd. Product line , services & solution.

Work on Sale force to update required information for Manager.

Join On Call With My Senior Manager.

Over view on Telecom industry, Tata Teleservices Ltd. & Product range.

Collected all information and make report on visit about opportunity, competitors & Network

Collected all information address , contact person with their telephone no. Indian Ministry &

department for TTSL .

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REVIEW OF LITERATURE

Enterprise customers are needed because retail revenue is flat: Sukanto Aich, President Enterprise

Business, Viewpoint, Jan 2012

Most of the large telecom players have been concentrating on the retail consumer market till now. During

the last two years, we have seen a surge in the amount of penetration in the retail consumers hence the voice

revenue has grown exponentially.

However, today, the market is reaching a saturation point as far as penetration is concerned and more so

higher ARPU customers have mostly been acquired by most of the telecom companies. In the next two

years, retail telecom revenue is going to start stagnating and then start flattening it out.

Operators now have to look at new market revenue areas from enterprise segment. Tata Teleservices

Limited (TTSL) is in this domain and now other telecom players have also started entering into it. When we

talk about enterprise segment, it refers to B2B customers and providing telecom services to enterprise

customers for their business requirements.

We have been providing such services in three large areas. One is wireline data services which include

office to office connectivity, internet connectivity and lot of variants around it. The second area is the fixed

line voice service segment, which starts from a basic telephone an also includes value added services like

audio conferencing solution and toll free numbers, for the retail enterprises. The third segment is the

mobility area.

Most of the players who were primarily offering wireless services are now predominately trying to enter the

other two areas as well.

TTSL is already present in these areas and we are currently offering strong mobility services through our tie-

up with DOCOMO.

TTSL has strong data capability because of our CDMA technology in addition to the recently acquired 3G

spectrum, which enables much larger data throughput. This data can be used within the organisation to

provide business value addition. For example, we are doing a project with an electricity company. Typically

meter reading is taken once in a month. They also have large industrial users which consume a huge amount

of electricity. We are putting a box (modem + SIM) next to their meters through which consumption of

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electricity is monitored on a real time basis. This helps them to understand the consumption pattern and also

prevent revenue leakages. The box communicates over the mobility network back to the centre location.

This is opening up large change for the enterprise customers.

Enterprise market in India

With the entire three domains included today, the overall enterprise market is estimated at Rs 250- 300

billion. Depending upon the requirement that they have, we along with our sister concern, are providing

such communication solutions. AT&T and BT are providing services to their global customers but at the end

of the day some of them are also partnering with us for providing India specific part of the network. IBM

Global is one of the largest customers of AT&T. For the point-to-point connectivity which AT&T is trying

to provide to IBM Global, from their UK office to India, the last mile till India and within India will be

provided by an Indian telecom provider. So, they are partnering with us for the end-to-end services

depending upon our respective strengths.

Tech tie-ups

We are basically providing them the backbone on which data will ride. We are also working with large

system integrators for IT related work, TCS is off course our in-house, but there are other system integrators

- Wipro, Infosys, Spanco - with whom we are working.

Applications

Applications are becoming crucial for the enterprise market to grow because it adds value to the customer.

For example, login from your home in a secure manner to the office network. If one wants to contact a

customer who is in a different time zone especially IT/BPO sector, then he has to stay back in the office to

make that call. But, we provide a value add where he can call irrespective of his position. We are also

working on automatic meter readings and location based services which can be used for vehicle tracking.

We will continue to provide these apps and have strength in this area with our partnership with DOCOMO

which is one of the leading application service providers from the mobility platform globally. We are

working very closely with them.

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SCOPE OF STUDY

Need for measuring customer satisfaction.

“ Customers are too good to lose

---------- Lets keep them happy!

“Customer is the king.”

In the era of cutthroat competition and economic recession, above axiom has

more importance than ever before.

“Marketing starts with the customer and ends the customer .”

Peter Drucker

Earth is not the center of universe but revolves around the Sun .

-Copernicus

Similarly, we have come to believe that business firm is not the center of

economic universe but revolves around the customer.

“Build customer and not only products.”

Building customers is not a single step exercise but a process ------.

REASONS FOR CHOOSING THE TOPIC OF STUDY

Telecom sector is one of the robust sectors and many of the companies are venturing into the industry. Now,

the question arises, “what are the key drivers for the expansion of a new entrant into the Enterprise sales?”

Moreover, the research will help in choosing the target customers and also marketing the telecommunication

services offered by Tata Teleservices Ltd. The major concern is to explore the market for Tata Teleservices

Ltd. products, creating database and to analyses the perception and expectation levels of the customers in

terms of services & solution at lowest cost.

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RESEARCH METHODLOGY

The aim of this research project is to study about different strategies used by Tata Teleservices ltd. It also

includes Indian market study, Tata Teleservices Ltd. Corporate Study, and its financial & Industrial study.

Under this research project following points are covered-

OBJECTIVE OF RESEARCH METHODLOGY

To study current position and satisfaction of customer in TTSL .

The main objective of the project was to analyze Enterprise Consumer satisfaction of TTSL . Know

Enterprise Customer requirement provide Service & Solution .Analysis other services in NCR. and

also present position of the company.

Identify pros and cons of the brand.

This was a fundamental objective of the whole research. Company wants to identify unsatisfied

customer & product awareness ,that where does the brand lack. In other words, what are the

problems So that it can rectify them in order to satisfied customer & product awareness .

RESEARCH DESIGN

Research design is the plan and structure of investigation so conceived as to obtain answers to

research questions. The nature of research in this project is descriptive research as it directly

aims at Company wants to identify to satisfied customer & product awareness .

Sample size:

I have taken sample size of 50 respondents. Because government department/ PSU are too large . So it is

difficult to survey in very short period of time .

Sampling Unit: The respondents who were asked to fill out questionnaires are the Sampling units. These

comprise of employees of various Government department such as Lok Nayak Bhavan, NTPC, AIIMS, and

eR-Net India etc.

Sampling type: Convenience sampling

Research type: Descriptive research

Sample size: The sample size was restricted to 50.

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Duration of Study: The study was carried out for a period of 8 Weeks .

Research Area : - Delhi/NCR region

METHODS OF DATA COLLECTION –

Introduction

Any organization whether big or small, private or public needs various types of information to know about

its popularity in the market.

I have collected primary and secondary data and collected information from the combination of the two.

Primary Sources

1) Survey through questionnaire

2) Interview

Secondary Sources

Secondary data involved in the research are the information collected through the Tata Teleservices Ltd.

Internet service and through the various brochures and pamphlets of the company.

RESEARCH INSTRUMENT

1) Questionnaire: The questions are mostly closed ended to know consumer’s behavior.

2) Microsoft office.

QUESTIONNAIRE:

It is a most common instrument whether administered in person by phone or online questionnaire are very

useful. The form of each questionnaire is also very important.

I have not used open end questions because the customers they are using services have not much time. So

that customers cannot write answers in their own words. I have also used closed end questions, which

provides answers that are easier to interpret and tabulate. Care has been taken in selecting the order and type

of questions. I have used simple, easy to understand and unbiased questions .

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QUESTIONNAIRE OF THE CUSTOMER:-

I have made questionnaire consisting of 10 questions to get customer’s view point on telecom sector, I have

asked personal questions so that they do not become defensive. I have tried my best to obtain the desired

level of information from customers.

Limitations:

I am a human being, so there is some limitation of the human hands which is reflected in this research

the following are the limitation of this research study.

The sample size of the population may not represent the view point of whole population.

The opinion expressed may be biased.

The attitude of the research might be biased.

One of the most influencing and most important limitation is that it is my first study of market and I

am not trained for this.

Another severe limitation is scarcity of time.

There are some more limitations of this study but inspite of that I have worked with all my dedication

and enthusiasm.

Analysis Of The Questionnaire:

I have formed a questionnaire to know the purpose that people are aware with telecom products of TTSL.

Customer are satisfied with product & service of TTSL.

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DATA ANALYSIS

Questions:

There are a total of 10 questions in the questionnaire, all are close end questions.

1.) What factors contributing to overall satisfaction to customer ?

ROI No of Respondents % Of Respondents

Problems Experienced 14 28

Services quality 9 18

User-friendly 7 14

Services initiation 5 10

Services advisor 5 10

Services delivery 6 12

In services Experience 4 8

Analysis –

Here we can see that majority of the people tend to satisfied with the company which are solving their

problem or helping in problem time .customer fell very satisfied with that company .” Time pe logo ki

character Jan pate hai “ this line satisfied Indian customer demand.

Problems Experienced

28%

Services quality

18%User-

friendly14%

Services initiation10%

Services advisor10%

Services delivery12%

In services Experience

8%

What factors contributing to overall satisfaction to customer ?

Problems Experienced

Services quality

User-friendly

Services initiation

Services advisor

Services delivery

In services Experience

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2.) Which is most important aspects effect to Customer in enterprise - sales ?

ROI No of Respondents % Of Respondents Product Quality 4 8

Product Pricing 24 48

Product Quantity 12 24

Product Durability 10 20

Analysis –

Here we can see that in enterprise sales product pricing is most important aspects that effect on

enterprise sale .Customer main focus on pricing because it’s make great change in company budget.

Product Quality8%

Product Pricing48%

Product Quantity

24%

Product Durability

20%

Which is most important aspects effect to customer in enterprise

sales?

Product Quality

Product Pricing

Product Quantity

Product Durability

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3.) How satisfied you are with product & Services of Tata Teleservices Ltd.?

ROI No of Respondents % Of Respondents

Very Satisfied 24 48

Somewhat satisfied 9 18

Neither Satisfied nor

Dissatisfied

11 22

Somewhat dissatisfied 4 8

Very Dissatisfied 2 4

Analysis –

Here we can see that only ≤4 % respondents are not satisfied with TTSL product & services .Satisfied

respondents with TTSL product & services are ≤69 % . Several of cause in top corporate to not satisfied

with TTSL service & solution .

Very Satisfied48%

Somewhat satisfied18%

Neither Satisfied nor Dissatisfied

22%

Somewhat dissatisfied

8%

Very Dissatisfied4%

How satisfied are you with product & Services of Tata Teleservices

Ltd. ?

Very Satisfied

Somewhat satisfied

Neither Satisfied nor Dissatisfied

Somewhat dissatisfied

Very Dissatisfied

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4.) People are still going for 2G why people not using 3 G ?

ROI No of Respondents % Of Respondents Not Affordable Price 11 22

No Customize plan 23 46

Product awareness 4 8

Other Cause / Smart phone 12 24

Analysis –

Here we can see in pi –chart customer looking for 3G ,but they have not better options to stay with 3G .≤22

% respondents are saying they are not affordable with price of 3G ,rest are asking for customize plan so

they can use according to their need .today market no one is looking for trap 3G customer with better pay

schemes .

Not Affordable

Price

22%

No Customize plan46%

Product awareness8%

Other cause /Smartphone

24%

People are still going for 2G why people not using 3 G ?

Not Affordable Price

No Customize plan

Product awareness

Other cause /Smartphone

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5.) Most Trusted Sources Of Information about Telecom Products & services to

Enterprise Consumers ?

ROI No of Respondents % Of Respondents Company Representative 9 18

Media 17 34

Family / friends / colleagues 20 40

Other sources 4 8

Analysis –

Here , we can see that Media is turning to and important part of any customer decision making .≥34 %

respondents are trust on media , ≤ 40 % are respondents go with colleagues ,because nobody have time in

fast moving world.

Company Representative

18%

Media34%

Family / friends /

colleagues

40%

Other sources8%

Most Trusted Sources Of Information about Telecom Products &

services to Enterprise Consumers ?

Company Representative

Media

Family / friends / colleagues

Other sources

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6.) which is best company according to Customer choice in telecom enterprise sale ?

ROI No of Respondents % Of Respondents

TTSl 15 30

Airtel 11 22

Reliance 8 16

Vodafone 7 14

Idea 5 10

Others 4 8

Analysis –

Here we see that ≥30 % respondents like TTSL as NO. 1 company in Telecom Enterprise sales ,TTSL

basically focus on to provide Telecom solution & services for business need .TTSL continue to remain top

among their competitors company .

TTSL30%

AIRTEL22%

RELINCE16%

VODAFONE14%

IDEA10%

Other8%

which is best company according to customer choice in telecom

enterprise sale ?

TTSL

AIRTEL

RELINCE

VODAFONE

IDEA

Other

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7.) How satisfied you are with the level of customer support we provide?

ROI No of Respondents % Of Respondents

Excellent 6 12

Good 28 56

Average 16 32

Poor 0 0

Analysis –

Out of 50 respondents ≥57% have rated TTSL services as good and ≥ 32% have ratted as average. and

remaining ≤ 12% have ratted as excellent.

Excellent12%

Good56%

Average32%

Poor0%

How satisfied are you with the level of customer support we provide?

Excellent

Good

Average

Poor

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8.) Preference regarding the celebrities turning out as effective brand ambassadors.

Preference No of Respondents % Of Respondents

Model

9 18

Cine-Stars 19 38

Sports Personnel 14 28

Common man /Layman 8 16

Analysis –

Here we can see that ≥38 % respondents are saying that Cine-Stars are effective brand ambassadors in

telecom sector .≤16 % respondents are liking common man as brand ambassadors.

Model18%

Cine-Stars38%

Sports Personnel

28%

Common man /Layman

15%

Preference regarding the celebrities turning out as effective brand

ambassadors.

Model

Cine-Stars

Sports Personnel

Common man /Layman

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9.) Why did you choose Tata Teleservices ltd. ?

ROI No of Respondents % Of Respondents

Customize Service Plan 15 30

Quality of customer service 22 44

Tariff / payment plans 4 8

Discount schemes 9 18

Analysis –

Here we can see that more than 44 % customer choosing TTSL for quality of customer service .≥30 %

customer due to customize plan .

Customize serviceplan 30%

Quality of customer service

44%

Tariff / payment plans

8%

Discount schemes

18%

Why did you choose Tata Teleservices ltd. ?

Customize service

Quality of customer service

Tariff / payment plans

Discount schemes

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10.) In future, will you purchase products & services from Tata Teleservices Ltd. ?

ROI No of Respondents % Of Respondents

Yes 32 64

No 18 36

Analysis –

Here we can see that ≥ 64 % respondent ready to continue with TTSL .

Yes64%

No36%

In future, will you purchase products & services from Tata Teleservices

Ltd. ?

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CONCLUSION:-

Internship was done in Tata Teleservices Ltd. under the guidance of Mr. Animesh Mishra (Senior Manager)

& Mr. Akashdeep Sharma (Asst.Manager) Supreme Guidance was provided throughout the project from the

above mentioned and various other sources about Tata Teleservices ltd.

Basics of marketing and how to implement it.

Corporate etiquettes.

Client relation and how to take that relation forward.

How to generate a need of a product of our company for the customer.

How to build relations with the various Govt. Dept & ministry IT Head.

Apart from all the above mentioned things there is various amount of learning which is learnt from this

project. As it was an Enterprise Sales for TC A/C there was chance to meet and interact with various IT

Heads & secretary of the different Department & ministry, So the network and links have become stronger

than ever before. These links and network are of utmost important for a marketing student. As there was a

chance to visit and know their requirement proved better solution for Indian Ministry ,department & PSU .

All across Delhi NCR region such as NTPC, AIIMS, Resident Commissioner of all state , Lok Nayak

Bhavan ≥ 20 department office , Krishi Bhavan , Rail Bhavan & Ernet India etc .

The major things, which were found in the whole project, were as follows:-

There is a lot of scope to sell different Telecom Products to Govt. ministry & department with just

right network & right approach.

Gift are directly related to Government Employee to buy the products.

Mostly Govt. dept & ministry employee aware about Tata teleservices ltd. Product & services .

The kind of exposure and business experience I got in the last two months very positive after working in

TTSL . My own views about Marketing and selling have entirely changed. The kind of response I got from

manger & customer was a great lesson for me . it will helps a lot in making good career in the field of

marketing .

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Contribution of the Project to the Company

Company can strategies its current marketing policies as per the experience of the trainees at various

work sites.

Company got to know its market position in the industry so as to carry on campaigns for

creating awareness.

Company got the database of the employees to pitch its products/ services.

Promotional & Pricing strategies are formulated as per the requirements at different

worksites.

Benefits derived by assessing consumer satisfaction are:-

Feedback to organization regarding product.

Understanding customer s requirements.

Formulating sales strategies.

Suggestions and recommendations.

The objective of the research was not only to find out the problem but also the identification of

solutions or suggestions of the problems.

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RECOMMENDATIONS

After conducting market research for TTSL Company we came to know different needs of consumers, their

valuable suggestions, responses to the different questions. With this information we can conclude that there

is good market awareness about TTSL product & services .

Promote Manager’s as Brand ambassador TTSL Enterprise sale totally controlled by manager ,they

are the real hero of the originations .Managers are network between company and customer .

Use LCD Screens at different location to display company information like news ,entertainment

program time to time, So people can also enjoy.

For Online Process

To send a PPT of process along with the attachment on their mail, so that it is done easily.

To make payment gateway more easy as earlier the payments could be done only Through electronic

card

Backend Should be more efficient so that customer can get his/her current status.

For Offline Process

For come out problem of rejection of CAF make a Small team for check required documents before

going for login Team.

Focus On customer Life time value .

OTHERS

Strategic displays:

During the course of my two month market study Consequently a thought came into my mind that can help

Tata Teleservices Ltd. boost its image., Tarp youth with organizing college event or work shop. Social media

is another source to trap new market.

Price is most important for any originations Today People are look for 3G

TTSL Plan For 3G Data 2GB @ 400 Rs.” Fast downloading7.2Mbps.

But customer are paying 2G 2 GB @ 150 Rs.” Just Downloading Speed 153.6 Kbps “

Customer will go for approx 3G 2GB @ 250-300 Rs.

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Challenges Faced

First day of my internship was quit challenging for me because it was first visit to Top corporate.

To ensure them that the data they are giving would be kept fully secured and confidential.

Government dept. official they do not ready to give time .

In quit hot day I have to travel ≥ 20 departments & ministry collected all the required data for the

originations and also may them aware with our new product & plans.

Convincing govt .employee about the Tata teleservices product was quit challenge task.

Some time employees of govt. department not ready to share data regarding the department.

The software sale-force is for Tata teleservices manager to work on that was quit challenging.

Government department visiting pass with various security checks.

Some time customer not ready to give their signature on Document if it required more than one time.

To understand the documentation process was quit challenging task.

GNIT College of Management , Greater Noida Page 54

BIBLIOGRAPHY

References books –1.Kotler, Philip, Kevin Keller ,marketing management , Pearson /PHI,12th ed.,2006.

2.Valarie A Zeithaml ,Mary Jo Bitnet ,Service marketing ,Tata McGraw Hill,3ed.,2003.

3.Ramaswamy and Namakumari ,Marketing Management :The Indian context ,Macmillan India Ltd.,2004

Magazine – India today ,Business today , outlook , Tehelka .

Web site – www.Tata teleservices ltd.com

www.economictime.com

www.apnacircle.com

www.wikipide.com

www.telecomindia.online.com

www.shine.com

www.sarkaritele.com

www.tele.net.in

www.indianmba.com

www.fundodata.com

WWW.TRAI.COM

www.businessweek.com

www.fortune.com

www.zatse.in

www.WEBINDIA123.com

GNIT College of Management , Greater Noida Page 55

ANNEXURE/ APPENDICES

Survey by :- Niranjan Kumar

On

Assessment of Enterprise Customer Satisfaction With Reference To TTSL

Name : -

Phone No :-

Email :-

1.) What factors contributing to overall satisfaction to customer?

a) Problems Experienced

b) Services quality

c) User-friendly

d) Services initiation

e) Services advisor

f) Services delivery

g) In services Experience

2.) which is most important aspects that effect on customer in enterprise - sales ?

a) Product Quality

b) Product Pricing

c) Product Quantity

d) Product Durability

3.) How satisfied are you with product & Services of Tata Teleservices Ltd.?

a) Very Satisfied

b) Somewhat satisfied

c) Neither Satisfied nor Dissatisfied

d) Somewhat dissatisfied

e) Very Dissatisfied

GNIT College of Management , Greater Noida Page 56

4.) People are still going for 2G why people not using 3 G ?

a) Not Affordable Price

b) No Customize plan

c) No option better then 2G

d) Other cause /Smartphone

5.) Most Trusted Sources Of Information About Telecom Products & services To Consumers ?

a) Company Representative

b) Media

c) Family / friends / colleagues

d) Other sources

6.) Which is best company according to customer choice in telecom enterprise sale ?

a) TTSL

b) AIRTEL

c) RELINCE

d) VODAFONE

e) IDEA

f) OTHERS

7.) How satisfied are you with the level of customer support we provide?

a) Excellent

b) Good

c) Average

d) Poor

8.) Preference regarding the celebrities turning out as effective brand ambassadors.

a.) Model

b.) Cine-Stars

c.) Sports Personnel

d.) Common man /Layman

GNIT College of Management , Greater Noida Page 57

9.) Why did you choose Tata Teleservices ltd. ?

a) Customize Service Plan

b) Quality of customer service

c) Tariff / payment plans

d) Discount schemes

10.) In future, will you purchase products & services from Tata Teleservices Ltd. ?

a) Yes

b) No