Reliance 210

8/8/2019 Reliance 210

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Telecom Sector Analysis

Ayush Javeri

Roll 210, IM 16

8/8/2019 Reliance 210


Current Market Share

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Vision

Dhirubhai digital India

Vision

Make the tools of information and communicationavailable to people at an affordable cost to remove

handicaps of illiteracy and lack of mobility

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Strategic Objectives - Mission

Mission

Think big. Think differently. Think fast. Think ahead. Aim for the best

Strategic Objectives

Leverage our strengths to execute complex global-scaleprojects to facilitate leading-edge information andcommunication services affordable to all individualconsumers and businesses in India.

Offer unparalleled value to create customer delight and

enhance business productivity Also generate value for our capabilities beyond Indian

borders and enable millions of India's knowledge workersto deliver their services globally

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Critical Success Factors identified

Self Reliance: End to end owned infrastructure

± Fibre optic backbone

± International Fibre optic network

Competitive calling, handset rates and other services

Bottom of the pyramid base of customers Social acceptance of Dhirubhai Ambani & Reliance Industries

Superior Technology offering

± CDMA, Data enabled Handsets

Aggressive advertising

Support structure: DSAs and Reliance Worlds Broad Range of products covering entire spectrum

(information/communication/media)

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Strength

Brand visibility and customers confidence

Superior Technology Offering - CDMA is cheaper tooperate

Price giverAggressive Marketing

Large price sensitive Indian consumer base - FMA

End to end infrastructure

Large Range of products offered

VAS

Weaknesses

Restrictive handset usage

Low pricing drove away upper middle and upperclass of people

Unsatisfactory customer service in initial days whichsome times hits even now

Lack of Transparency at end user level

Opportunities

Large untapped Rural market

Growing disposable incomes

Infocomm services in India not fully developed

E-Commerce, Video on Demand, VoIP(Voice over IP),

Speech Recognition, Interactive Television,Intelligent Homes,

Virtual Reality services hold great promise

Threat

From competitors who are relatively mature in theindustry(in terms of service & in GSM)

Peoples disbelief regarding the brand

Anti Reliance psychosis in many areas of thecountry in non telecom sectors

Competitors from entering CDMA technology

Legal troubles with state owned BSNL

SWOT

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Business Processes

Continuous improvement in terms of technology ± Reception

± Geographical reach

Marketing ± Sending out the right message to attract

customers

± Capturing all strata of society

Lower pricing ± Vs. competition

± Value for money

Enlarging variety of products offered

Offering competitive prices

Value added services

Customer Service

Maintain records ± Create new

±

Update Educating Customers

± Of new schemes

± Of technological upgrades

Solving customer queries and issues ± Timely

± Satisfactory response

Execution ± Immediate

New connections

Repairing damaged/old infrastructure

Billing ± Accurate and timely billing

Customer Visible Processes

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Business Processes

Customer Invisible Processes

Continuous improvement interms of technology

Competitor Analysis

Market research ± Who

± Where

± What

Further customization withrespect to customers ± Personalized tariff schemes

Training Employees ± Technologically

± Changing customer requirements

± The more demanding customer

± About new schemes/offers

Increasing and maintaining

profitability to pass on price

benefit to customers ± Execution

± Reducing NPAs

Possible unification of billing of

different services

Cross selling Acquisitions

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Recent Initiatives

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CSF

BP

End to

end

owned

infrastructure

Competi

tive

Rates

Custome

r Base

Schemes Technolo

gy

Offering

Widen

Geograp

hy

Advertis

ement

Custome

r Service

Broad

Range of

products

CBP

Advertisemen

t

X X(awareness

of offering)

X X X(awareness

of range to

market)

5

Customer

Service

X X X X (indirect

word of

mouth)

X X 6

Anticipate

Demand

X X X X X X X X 8

Educateworkforce

X X(theyprovide

feedback for

schemes

other than

numbers)

X(meaningless

if workforce is

unaware)

X 4

Competitor

analysis

x X X X X X X X 8

Execution X X X 3

Feedback

fromcustomer

X X X X X X(analysis) 6

Identify

target

market/custo

mer

X X X X X X X X 8

Resolve

customer

complaints

X X 2

Launch New

Products

X X X X X 5

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CSF

BP

End to

end

owned

infrastructure

Competi

tive

Rates

Custome

r Base

Schemes Technolo

gy

Offering

Widen

Geograp

hy

Advertis

ement

Custome

r Service

Broad

Range of

products

CBP

Monitor

product

performance

X X X 3

Identify

customer/ma

rket trends

X X X X X X X X 8

Price

products

Attractively

X X X X X 5

Monitor

Technology

Opportunities

X X X X X X 6

Reduce costs X X X 3Address

customer

care issues

X X 2

Lookout for

potentialacquisitions

X X X X 4

Accurate

Billing

X X X X 4

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Critical Business processes identified

Customer Service

Acquisition/Expansion

Anticipate Demand

Competitor analysis

Feedback from customer

Keep attractive pricing

Identify target market/customer

Monitor Technology Opportunities

Customer service issues(TRAI report) Identify customer/market trends

Accurate Billing(TRAI report)

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Relationships

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Thank You

Reliance 210

Documents

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