Rana's Om Assignment

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ASSIGNMENT

Students I.D:

Surname: RANA

First Name:

Module Code:

Module Name: Operation Management

Programme:

Submission Date: Thursday 30th June 2011

Assignment Name: Quality In Management

Process

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Quality In

Management

Process

Of Reliance

Telecommunication&

Tata Teleservices

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QUALITY PROCESS DEFINATION

Quality process uses a phased approachdesigned to support the entire product life

cycle from inception, design and

development, through rollout, to updates and

support.

Quality process works to clarify businessobjectives, layout a possible development

path, and generate rough estimate based on

assumptions.

Assumptions are examined and either

verified or brought into line with reality.

Quality process can help assess the place of

product or services in current and future

market condition and recommend technical

or design changes that would lead tobusiness advantage.

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Overview ofReliance

Communication

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http://www.relianceglobalcom.com/

Reliance Globalcom provides globalcommunications services to Service

providers, Enterprises and Consumers across

the globe through its high performance and

resilient global network.

With a service footprint spanning 230countries and territories, Reliance

Globalcom offers unrivaled reaches, depth

and breadth, with a flexible combination of

services to support the needs of its global

customers via a complete hybrid

proposition. Its ability to combine the best

elements of network ownership with access

to multiple carriers and technology

providers ensures its managed solutions

meet the specific requirements of each of its

customers.

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http://www.intecbilling.com/reliance-

communications.aspx

GROWTH OF RELIANCE

COMMUNICATION.

Reliance Communications Limited (RCOM)

is Indias foremost truly integrated

telecommunications service provider. Thecompany is looking to ensure flexibility in

biling, while maintaining scalability for its

rapid growing market, optimizing revenues

and minimizing revenue leakage.

The alliance with Intec began in 2002 with

the development of Intecs Singl.eView

convergent billing platform, followed by

Interconnect for inter-carrier settlement and

inter-mediates for mediation.

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Intecs Singl.eView solution enabled

reliance communication to support diverse

business needs, both in scale andfunctionality, giving the company critical

time-to-market advantage.

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http://easyinv.blogspot.com/2011/03/relianc

e-communications-achilles-heal.html

TO WHAT EXTENT R.COM IS

SUCCESSFUL AND WHERE IT LACKS

BEHIND IN SATISFYING CUSTOMERS

NEED ACCORDING TO QUALITY

PROCESS

Reliance communication has largely

satisfied its customers to a great extent.

And this is the reason it has earned a large

market share.

Compounding to the competition (+) huge

loan book of about Rs. 30000 crores (+)

huge cost incurred for dual license: GSM

and CDMA (+) 2G Scam have been

R.Coms headache. Compounding to this is

the Number portability issue, which gaveIndian mobile phone users the options to

retain phone number while the customer can

switch his operator. As a result dissatisfied

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customers are free to switch over to some

other company

Rather than satisfying the exiting customers

with better quality and facility, R.Com was

busy selling new, cheap model mobile

phones. And they were busy adding up

number of subscribers, only to see them

switch to other companies due to poorservices.

Now a report states that less than 5 million

cellular subscribers had opted to switch

carriers using the mobile number portability

option. Of these a net 1,92,761 customers

switched to unlisted Vodafone Essar, while

Idea cellular was next, with net gains of

1,50,789 customers. But Reliance

Communications was a net loser of 3,06,417

customers.

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OVERVIEW

OF

TATA

TELESERVICE

COMMUNICATIONS

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http://www.tataindicom.com/t-aboutus-tts-

organiztion.aspx

Tata Teleservices Limited spearheads the

Tata Groups presence in telecom sector.

The Tata group includes over 90 companies,

over 3,95,000 employees worldwide and

more then 3.5 million shareholders.

Incorporated in 1996, Tata Teleservices is

the pioneer of the CDMA technology

platform in India. It has embarked on a

growth path since acquisition of Hughes

Tele.com (India) Ltd by the Tata group in

2002. It launched mobile operation in

January 2005 under the brand name TATA

INDICOM and today enjoys a pan-India

presence through exiting operation in all of

the Indias 22 telecom Circles. The company

is also market leader in the fixed wirelesstelephony market. The Telecom Regulatory

Authority of India through independent

surveys has rated the companys network as

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The Least Congested in India for six

consecutive quarters.

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 nine telecom circles where it

bagged the 3G licenses. In association withits 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 worlds leading

mobile operators- in Japan; the company is

the clear market leader, used by nearly 55%

of countrys mobile phone users

The Tata Teleservices Limited bouquetcomprises four other brands as well Virgin

Mobile, Walky (which is the brand for fixed

wireless phones), the Photon Family (the

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companys brand that provides the verity of

options for wireless mobile broadband

access, and T24). TTSL recently enteredinto strategic partnership agreement with

Indian retail giant future groups to offer the

mobile telephony services under a new

brand name- T24- on the GSM platform.

Today Tata Teleservices Limited along withTata Teleservices (Maharashtra) Ltd, serves

over 85 million customer in more than

4,50,000 towns and villages across the

country, with a bouquet of telephony

services encompassing Mobile Services,

Wireless Desktop Phones, Public Booth

Telephony, and Wireline Services.

TTSLs bouquet of telephony services

includes mobile services, wireless desktop

phones, public booth telephony, wirelineservices and enterprise solutions.

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http://www.tata.com/company/profile.aspx?

sectid=5UOAOqSGf7Q

The Joint Ventures, subsidiaries,

associates

Tata Teleservices (Maharashtra):

formally Hughes Tele.com (India)

Virgin Mobile India: a brand

franchise arrangement with Virgin

Mobile Group

Tata DOCOMO: joint venture withTokyo-based NTT DOCOMO

T24: Strategic partnership with

Future Group

Viom: merger of telecom tower

operations of TTSL and Quippo

Telecom Infrastructure

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Location:

The company is headquarted in Mumbai,

India

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http://www.medianama.com/2010/09/223-

tata-teleservices-issues-genius-fail-statement-against-voice-telemarketing/

TO WHAT EXTENT TATA

TELESERVICES LTD IS SUCCESSFUL

IN SATISFYING THE CUSTOMERS

AND WHERE DOES IT LACK BEHINDIN SATISFYING THEIR NEEDS.

As discussed above Tata Teleservices

Limited is emerging with variety of products

to satisfy its customers.

And it has been successful in satisfying its

customers to a large extend.

But there is also a negative side of whereTata is lacking behind in satisfying the

customers.

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Under criticism, and clearly identifiable as

one of the major sources of SMS SPAM

Tata Teleservices (TTSL) is trying to shiftpublic perception towards telemarketing

calls.

Hypocritically, TTSL is strongly

condemning these calls, suggesting that

while voice calls are nuisance, SMS SPAMis just disturbance. Its ridiculous justification

about this was: email and text intrusion,

though not a happy intrusion are far more

acceptable than telemarketing voice. The

opinion of the customer is that He was

getting 3-4 spam calls a month, and was

getting 2-3 spam SMS a day.

While it is easy to identify where SMS are

coming from, which is why TTSL gets much

of the blame, one cant quite tell whichtelecom operator is servicing the calls

centers. But the question here is was there as

many calls, as there are SMS?

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According to the crowd-pleaser-statement,

Just because some of the glitterati do notfind time to put their number into the NDND

(National Do Not Disturb) registry, the

system is not able to block by design such

intrusion into their privacy

TTSL is just drawing even more attention toitself.

So there is a quick fix suggestions from a

customer to TTSL that: Put a price on your

pipe; stop selling SMS like a commodity.

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SOME OF THE COMPLAINTS OF

CUSTOMERS USING TATA

TELESERVICES LTD.

One of the complaint of customer using

Tata Indicom was: Customer was not

preferring to call in customer care since

last one year as the line of Tata

Customer Services was always gettingbusy and was not be able to connect to

any customer executives.

Another customer complained that

he had booked for a broadbandconnection. He even got in touch with

the sales person and he visited

customers residence, as per procedure

even collected all the necessary

documents and the customer paid him

500/- as cash 50/- as his charges. Hewas promised that the connections in 2

days but has not received it yet.

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Next is the case ofcustomer

harassment:Here even though the

customer paid his outstanding billsamount before the due dates and no

dues was pending from his side, still his

outgoing and incoming calls were

banned.

Caller tunes does not work:Anothercase was of caller tune activation. As the

caller tune was not activated and the

charges of it was cut from the balance.

When the customer tried it once again

the same problem was repeated.

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Ridiculous behavior of the service

people: This was the case of customer

staying in Bangalore who took a newconnection of Internet and was working

good initially, but later showed lots of

problem in connecting. When customer

tried to connect to the services people he

was not giving a good and satisfying

response. And the services peopleanswered him very rudely.

These were some of the complaints of

unsatisfied customers.

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http://essaysforstudents.com/print.htnl?

essay=305/3

COMPETITIVENESS OF RELIANCE

COMMUNICATION WITH REFRENCE

TO IMPROVEMENT OF QUALITY OF

PRODUCT

The cost competitiveness of large telecomcompanies, caused mainly by the sheer size

operations, along with the low tariff on

network service, have enabled these

companies to offer lower call rates,

improved service facilities and promotional

schemes and offers. This facilities high

retention rate of consumers due to increased

customers loyalty as well as attracting new

users of the services together.

Airtel which is one of the competitor ofReliance Communications was the first

cellular service provider to start customer

centers, where customers could pay there

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bills, apply for new connections and touch

and feel new handset models. While

Reliance Communications provides CDMAhandsets for as low as Rs 2000 and is

steadily slashing STD and ISD call rates. Its

trademark Web world outlets are a one-step

shop for all related services for Reliance

customers.

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http://www.tatateleservices.com/t-aboutus-

affirmative=action.aspx

COMPETITIVENESS OF TATA

TELESERVICES IN REFRENCE WITH

IMPROVEMENT OF QUALITY OF

PRODUCT

Tata Teleservices Limited believes that foraccelerating growth and competitiveness in

the rapidly developing economy,

organizations must promote and expand

job/income generation opportunities for all

the sections of the society in the workplace.

Tata Teleservices Limited recognize that

diversity in the workplace positively impacts

business. For the socially disadvantaged, the

company will create equal employment

opputunities.

It also will also undertake initiative that will

increase generation potential for the socially

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disadvantaged communities.

It will also encourage development ofbusiness entrepreneurship from members of

the socially disadvantaged communities

through their participation in the companys

Distribution Channels and other business

arenas on the basis of equal merit.

It will undertake to provide scholarship and

help materially and through various other

initiatives like voluntary coaching /

mentoring of meritorious / deserving

students across the country.

Affirmative action initiatives will conform

to the Corporate Sustainability objectives of

Tata Teleservices and will aim at developing

the disadvantaged sections of the society.

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Task (b)

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Definition Of Six

Sigma And TQM

http://www.businessballs.com/sixsigmadtifa

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ctsheet.pdf

WHAT IS SIX SIGMA?

In statistical terms, the purpose of Six Sigma

is to reduce process variation so that

virtually all the products or services

provided meet or exceed customers

expectations. This is defined as being only3.4 defects per million occurrences.

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

anagement

WHAT IS TQM?

TQM i.e. Total Quality Management is an

integrative philosophy of management for

continuously improving the quality of the

products and processes. It is used around theworld the world.

TQM functions on the premise that the

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quality of products and processes is the

responsibility of everyone who is involved

with the creation or consumption of theproducts or services offered by an

organizations.

But as we have to discuss any one theory out

of it so I would like to choose SIX SIGMAand like to give a descriptive idea of it.

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THEORY

OFSIX SIGMA

http://www.businessballs.com/sixsigma.html

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Six Sigma is now according to many

business development and qualityimprovement experts, the most popular

management methodology in history.

Six Sigma is certainly a very big industry in

its own right, and six sigma is now an

enormous brand in the world of corporate

development. Six Sigma began in 1996 asstatistically based methods to reduce

variations in electronic manufacturing

process in Motorola Inc in the USA. Today

twenty-something years on, Six Sigma is

used as an all encompassing business

performance methodology, all over the

world, in organizations as diverse as local

government departments, prisons, hospitals,

the armed forces, banks, and multi-nationals

corporations. While Six Sigma

implementations continues apace in many ofthe world s largest corporations, many

organizations and suppliers in the consulting

and training communities have also seized

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on the Six Sigma concept, to package and

provide all sort of Six Sigma branded

training products and consultancy andservices. Six Sigma has also spawned many

and various business books on the subject.

Six Sigma, it might seem is taking over the

world.

Six Sigma is arguably a very clever way ofbranding and packaging many aspects of

Total Quality Management that exist in their

own right, regardless of the development of

Six Sigma.

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SIX SIGMA

IN ACCORDANCETO RELIANCE

COMMUNICATION

As we have seen in the discussion of level of

satisfaction and dissatisfaction of Reliance

Communication that there are many

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customers which are dissatisfied with the

services of Reliance Communication.

Six Sigma is the process of reducing the

variations so that it can virtually meet the

customers expectation.

Here customers of Reliance

Communications are dissatisfied as ratherthen satisfying and concentrating on its

current customers with better quality and

facility, R.com was busy selling new cheap

model mobile phones.

If the Reliance Communication applies Six

Sigma process it can redefine its vision and

regain the confidence of customers. By

doing this it can bounce back. N secondly it

can even trigger desperate strategic

partnership.Due to this many variations that are

occurring in providing services can be

reduced.

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Thus Six Sigma can be a good tool for

Reliance Communication to satisfy itscustomers.

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Poor customer services

TATA Indicom is scam

Harassement of customers!

Caller tunes does not work

Ridiculous behaviour of Tata

Indicom services people.

New connections problem, etc.

By using Six Sigma concepts Tata

Teleservices can improve its services in the

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above references

By applying Six Sigma TTSL can providebest customer services as it can appoint the

best staff who are well trained in Six Sigma

field who are experts in maintaining

relationship with customers.

Secondly by applying this knowledge theemployees working in the TTSL can meet

the requirements of customers expectations.

By this TTSL can get a good customer

feedback and the customers will show more

interest in the companies new developments.

Thirdly by applying Six Sigma TTSL can

fix its position in the market by enlarging its

customers base.

So there are many benefits of applying Six

Sigma concepts for bith Reliance

Communication and TATA Teleservices

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Limited.

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REFRENCE

1. www.qualityprocess.com

2. http://essaysforstudents.com/print/html?

essay=30513

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3. www.relianceglobalcom.com

4. www.tatateleservices.com

5.

www.tataindicom.com6. www.tata.com

7. www.medianama.com

8. www.complaintsboard.com

9. www.businessballs.com

10. http://en.wikipedia.org/wiki/six_sigma

11. http://easyinv.blogspot.com/2011/03/reliance-communications-achilles-

head.html

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http://www.relianceglobalcom.com/http://www.tatateleservices.com/http://www.tataindicom.com/http://www.tata.com/http://www.medianama.com/http://www.complaintsboard.com/http://www.businessballs.com/http://en.wikipedia.org/wiki/six_sigmahttp://easyinv.blogspot.com/2011/03/reliance-communications-achilles-head.htmlhttp://easyinv.blogspot.com/2011/03/reliance-communications-achilles-head.htmlhttp://easyinv.blogspot.com/2011/03/reliance-communications-achilles-head.htmlhttp://www.relianceglobalcom.com/http://www.tatateleservices.com/http://www.tataindicom.com/http://www.tata.com/http://www.medianama.com/http://www.complaintsboard.com/http://www.businessballs.com/http://en.wikipedia.org/wiki/six_sigmahttp://easyinv.blogspot.com/2011/03/reliance-communications-achilles-head.htmlhttp://easyinv.blogspot.com/2011/03/reliance-communications-achilles-head.htmlhttp://easyinv.blogspot.com/2011/03/reliance-communications-achilles-head.html


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EVALUATIONSAND

RECOMMENDATIONS

According to my study for both the

companies, RELIANCE as a well knownambani group has been well known sinceyears on national as well as internationallevel. Moreover TATA GROUP OF

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COMPANIES holded by the greatbusiness tycoon ratan tata has also showna good performance since years of the

business industry and the service sector.

Both the companies havebeen well known for targeting not only theupper higher class but also the middleincome group as in the countries like Indiaa huge amount of population consists ofmiddle income group. Reliance has done agreat job in the service sector which hasbeen the most grooming sector in thewhole world .since years and years of thebusiness being established reliance hasshown

a positive graph insipte of facing theburden of huge loans and the 2G scams.

On the other hand, TATA GROUPOF COMPANIES have also shown atremendous growth in the groomingservice sector. recently the company hasannounced that they are going to openthere own offices where in they wouldappoint ladies who are not able to go forthe full time job due to their family and

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children, as a result they would assignthem part time jobs where in they cancome anytime and go according to their

own wish after completing the work.

Rana's Om Assignment

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