VodafoneCustomerSatisfaction a Study

7/28/2019 VodafoneCustomerSatisfaction a Study

1/62

1


2/62

INDEXCHAPTERS PAGE NUMBERS

CHAPTER I 10-18

A: WHAT IS TELECOMMUNICATION

B:PLAYERS IN TELECOMMUNICATION

CHAPTER II 19-21

A: DOT

B: TRAI & ITS FUNCTIONS

CHAPTER III 22-34

A:ABOUT VODAFONE

B:HISTORY OF VODAFONE

C: MANAGEMENT OF VODAFONE

CHAPTER IV 35-64

A: PRODUCTS & SERVICES OFFERED BY VODAFONE

B: VODAFONE MARKET SHARE

B: EXTRA EFFORT TO BOOST SALES

C: CRM ADOPTED BY VODAFONE

D: COMPARISON BETWEEN LOOP & VODAFONE

E: FUTURE OF VODAFONE

F: CONCLUSION

2


3/62

EXECUTIVE SUMMARY:

Thi s p r o j ec t i s bas ed on t e l ecom s ec t o r a s t he t e l ecom s ec t o r i s g r owi ng a t

a v e r y g o o d p a c e . T h e t e l e c o m c o m p a n y w h i c h I h a v e s e l e c t e d f o r m yp ro j ec t i s VODA FONE. The re ason beh in d se l ec t ing Vodaf one i s i t s

v a r i o us s c h e m e s i n p r o d u ct & s e r v i c e c a t e g o r y & a l s o i t s f u t u r e p o l i c i e s

w h e r e t h e c o m p a n y i s c o m i ng o u t w i t h l o t s o f n e w & a f f o rd a b l e s c h e m e s

f or i ts c us to me rs . V od af on e i s a U K b as ed c om pa ny & h as v ar io us

b ranch es a l l ov e r the wor l d . The co mpan y was s t a r t ed in t he mid 7 0s &

s i n c e t h e n i t h a s n e v e r l o o k e d b a c k . T h e p r o d u c t s & s e r v i c e s o f f e r e d b y

V o d a f o n e i s o f a v e r y h i g h q u a l i t y & a l s o a t a n a f f o r d a b l e r a t e s . T h e y

h a v e v a r i o u s p l a n s f o r v a r i o u s c u s t o m e r s d e p e n d i n g o n t h e s t a t u s o f t h e

cus t omer s .

Vodaf one has va r i ous p r oduc t ca t egor i e s r ang i ng f r om cha r ge r s , i n t e r ne t ,

m ob il e p ho n es , h ea ds et s & h ea d ph on es & m an y m or e. I n t he s er vi ce

c a t e g o r y i t h a s i n t e r n e t s e r v i c e s w h i c h i n c l u d e b r o a d b a n d i n t e r n e t & P C

i n t e r ne t s e r v i ces .

A p a r t f r o m t h e p r o d u c t s & s e r v i c e s n o r m a l l y o f f e r e d t h e y a l s o c a m e o u t

w i t h s o m e i n t e r e st i n g & u n i q u e p r o d u c t l i k e t h e I p h o n e . T h i s w a s o n e o f

t h e b i g g e st e v e n t s i n t h e h i st o r y o f I n d ia n t e l e c o m i n du s t ry . T h e p h o n e s

w e re a v ai l ab l e a t a r ou n d 3 2 0 00 - 36 0 0 0 R s w h ic h h a s a u n iq u e f e at u re

ca l l ed a s 3G s ys t em.

Vodaf one a l s o came ou t w i t h ce l l phones f o r t he poor wh i ch was a pa r t o f

t he i r s oc i a l r e s pons i b i l i t y t owar d t he poor c l a s s peop l e o f t he s oc i e t y . The

p hones were ava i l ab le in the r an ge o f 1000 Rs -15 00 Rs whi ch was one o f

t he s ucces s f u l s t r a t eg i es o f Vodaf one .

A c c o r d i n g t o t h e 2 0 0 2 - 2 0 0 8 d a t a V O D A F O N E c a p t u r e s t h e m a r k e t w i t h

3


4/62

1 7 . 5 6 % & i s a t t h e 3 r d pos i t i on j us t a f t e r Bhar t i w i t h 24 .69% & Re l i ance

wi t h 17 .68%.

V o d a f o ne a l s o c a m e o u t w i t h o n e o f b e s t & m o s t a t t ra c t i ve a d v e r ti s e m en t

w h i c h n o o n e h a s e v e r s e e n b e f o r e c a l l e d a s V O D AF O N E Z O O - Z O O S .

T h is a d v er ti s em e n t w a s a p a rt o f V O DA F ON E S m a rk e ti n g s t ra t eg y t o

b oos t i t s s a le s du r ing the IPL 2 s eas on . Th i s was one o f t he mas te r moves

b y VODAFONE to in t r oduce ZOO-ZOO dur ing the I PL 2 seas on whi ch was

a SUPER- HI T .

V O D A F O N E i s p l a n n i n g t o c o m e w i t h i t s o w n a c c e s s o r i e s s t o r e s w h i c h

woul d be a one - t i me s hop f o r i t s cus t omer s wher e i n t he cus t omer s w i l l ge t

a l l t he p r oduc t s under one r oof . Vodaf one s f u t u r e p l an i s t o become no .1

t e l e co m c o m p a n y b y t h e y e a r 2 0 1 0 - 2 0 1 1 w h i ch d o e s n o t s e e m s t o b e v e r y

d i f f i cu l t keep i ng i n mi nd t he p r ogr es s i t has made i n t he l a s t 5 yea r s .

V o d a f o n e h a s a d d e d a r o u n d 5 m i l l i o n s u b s c r i b e r s i n t h e y e a r 2 0 0 8 - 2 0 0 9

w h i c h m a k e s i t t h e 3 r d l a r g e s t t e l e c o m c o m p a n y i n t h e w o r l d . V o d a f o n e

h a s j o in e d h an ds w it h o ne o f t he w or ld l ar ge st & t he b es t c ar r ac in g

c o m p a n y F 1 M C L A R E N M E R C E D E S t o h o s t t h e 2 d a y e v e n t . T h i s i s t h e

p a r t o f t he p romot io n s t r a tegy o f Vo dafon e t o be come the wor ld wide

l eade r i n t e l ecom i ndus t r y .

Vodaf one i s a l s o t he o f f i c i a l s pons or o f t he Eng l and Cr i cke t Team f o r t he

N power t e s t s e r i e s . I t has a l so shaken han ds wi t h t he mos t popu la r

f oo t ba l l t ou r nament UEFA CHAMPI ONS LEAGUE f oo t ba l l wh i ch i s a pa r t

o f t he p r omot i ona l s t r a t egy o f Vodaf one .

4


5/62

CHAPTER I

WHAT IS TELECOMUNICATION:

T e l e c o m m u n i c a t i o n t h e t r a n s m i s s i o n s o f s i g n a l s o v e r a d i s t a n c e f o r t h e

p u r pos e o f co mmun i ca t io n . I n m od er n t i mes t h i s p ro ce ss a l mo s t a l way s

i nvo l ves t he s end i ng o f e l ec t r o magne t i c waves by e l ec t r on i c t r ans mi t t e r s

b u t i n e a r l i e r y ea r s i t may ha ve i nv o l ve d t h e us e o f s mok e s i gn a l s d ru ms

or s emaphor e l i nes .

HISTORY OF TELECOMMUNICATION:

T h e h i s t o r y o f t e l e c o m m u n ic a t i o n b e g a n w i t h t h e u s e o f s m o k e s i g n a l s &

dr ums i n Af r i ca t he Amer i ca & pa r t s o f As i a . Smoke s i gna l s

I n t he 1 79 0 s t he f ir st f ix ed s em ap ho re s ys te ms e me rg ed i n E ur po e

h o w ev e r i t w a s n o t u n ti l t h e 1 8 3 0 s t h at e l ec t r ic a l t e le c o mm u n ic a t io n

s y s t ems s t a r t ed to a pp ea r . Th i s a r t i c l e d e t a i l s th e h i s t o r y o f

t e l ecommuni ca t i on & t he i nd i v i dua l s who he l ped make t e l ecommuni ca t i on

s ys t ems wha t t hey a r e t oday .

E a r l y t e l e c o m m u n i c a t i o n i n c l u d e d s m o k e s i g n a l s & d r u m s . D r u m s w e r e

u se d i n n at iv es l ik e A fr ic a, N ew G ui ne a & S ou th A me ri ca & s mo ke

s i gna l s i n Nor t h Amer i ca & Chi na .

I n 1792 a F r ench eng i nee r C l aude Chappe bu i l t t he f i r s t v i s ua l t e l eg r aphy

f o r s emaphor e s ys t em be t ween Ch i l e & Par i s . Th i s was f o l l owed by a l i ne

f r om S t r as bur g t o Pa r i s .

5


6/62

SOME OF THE MOST POPULAR TELECOM

COMPANIES IN INDIA:

A.P TELECOM

A . P. -t el ec o m o ff ic e r' s s er v ic e t el ep h on e n u mb e rs c an b e v ie w ed b y

c l i ck i ng t he conce r ned t e l ecom d i s t r i c t . A .P . t e l ecom c i r c l e i s s e r v i ng t he

whol e s t a t e o f Andhr a P r ades h i nc l ud i ng t he t w i n c i t i e s o f Hyder abad and

S e c u n d r a b a d .

ASC ENTERPRISES LIMITED (ASCEL)

A s c e l i s a m u l t i v e n t u r e c o r p o r a te h e r a l d i n g t h e " c o n v e r g e n c e " e r a i n o u r

coun t r y , f ocus i ng on na t i onwi de r e t a i l i ng o f t i me ( t e l ecom, i n f o r mat i on &

l e a r n i n g, m e d i a , e n t e r t a in m e n t ) p r o d u c t s & s e r v i c es , s a t e l l i t e a n d d i g i t al

w i r e l e s s communi ca t i on ven t u r es f o r p r ov i s i on o f i n f r a s t r uc t u r e , s e r v i ces

and s o l u t i ons among o t he r i n i t i a t i ves .

AIRCEL

Popu l a r p r ov i de r i n Tami l Nadu

BANGALORE TELECOM

B a n g a l o r e t e l e c o m s y s te m i s a c o m m u n ic a t i o n s w i n d o w t o t h e r e s t o f t h e

w o rl d. O f fe r a w id e r an g e o f t el ec o m s e rv ic e s f ro m b a si c t el ep h on e

s e r v i ce t o h i gh s peed da t a c i r cu i t s .

6
http://explore.oneindia.in/detail/1/ap-bsnl-co-in-home-home-asp.htmlhttp://explore.oneindia.in/detail/2/agrani-com.htmlhttp://explore.oneindia.in/detail/1/aircel-com.htmlhttp://explore.oneindia.in/detail/1/ap-bsnl-co-in-home-home-asp.htmlhttp://explore.oneindia.in/detail/2/agrani-com.htmlhttp://explore.oneindia.in/detail/1/aircel-com.html


7/62

BHARTI ENTERPRISES

E s t a b l i s h e d i n 1 9 8 5 , B h a r t i h a s b e e n a p i o n e e r i n g f o r c e i n t h e t e l e c o m

s e c t o r w i t h m a n y f i r s ts a n d i n n o v a t io n s t o i t s c r e d i t , r a n g i n g f r o m b e i n gt h e f i r s t m o b i l e s e r v i c e i n D e l h i , f i r s t p r i v a t e b a s i c t e l e p h o n e s e r v i c e

p r o v i de r i n t he co un t r y , f i r s t I n d i an c om pan y t o p r ov id e c omp re he ns i v e

t e l ecom s e r v i ces ou t s i de I nd i a .

COMMSOUTH

C o m m s o u th w a s f o u n d e d i n C h e n n a i , i n t h e m i d n i n e t i e s ; C o m m s o u t h h a s

g r o w n s t e a d i l y a n d e s t a b l i s h e d s o u n d p o s i t i o n s i n t h e m o b i l e t e l e p h o n y

and t e l ecom management s o f t war e mar ke t .

CELLEBRUM

C e l l e b r u m i s a c o m p a n y o f M C o r p g l o b a l g r o u p w i t h i n t e r e s t s i n t h e

f i e l d o f t e l e c o m s o l u t i o n s, o f f i c e a u t o m a t io n a n d i n f o r m a t i o n t e c h n o l o g y

a n d v a l u e a d d e d s e r v i c e s . A s i a s l e a d i n g v a l u e - a d d e d m o b i l e s e r v i c es a n d

s o l u t i ons p r ov i de r on p l a t f o r ms l i ke s ms / i v r s / wap / gp r s / u s s d e t c .

CRICKET COMMUNICATIONS

C r ic ke t i s t he o p er a ti ng s ub si di ar y o f l ea p w ir e le ss i nt er na ti on a l, a

c u s t o m e r- f o c u s e d c o m p a n y p r o v i d in g i n n o v a t iv e m o b i l e w i r e l e s s s e r v i c e s

t ar ge te d t o m ee t th e n ee ds o f c us t om er s w ho a re u nd er - se rv ed b y

t r ad i t i ona l communi ca t i ons compan i es .

7
http://explore.oneindia.in/detail/2/bharti-com.htmlhttp://explore.oneindia.in/detail/2/commsouthindia-com.htmlhttp://explore.oneindia.in/detail/6/cellebrum-com.htmlhttp://explore.oneindia.in/detail/6/mycricket-com.htmlhttp://explore.oneindia.in/detail/2/bharti-com.htmlhttp://explore.oneindia.in/detail/2/commsouthindia-com.htmlhttp://explore.oneindia.in/detail/6/cellebrum-com.htmlhttp://explore.oneindia.in/detail/6/mycricket-com.html


8/62

ESSAR GROUP

T h e E s s a r g r o u p i s o n e o f I n d i a s l a r g es t c o r p o r a t e h o u s e s w i t h i n t e r e s ts

s p an n in g t he m an u fa c tu ri ng a n d s er v ic e s ec to r s i n b o th o ld a n d n e w

economi es : s t ee l , power , s h i pp i ng , cons t r uc t i ons , o i l & gas and t e l ecom.

IDEA CELLULAR

I n d i a ' s l e a d i n g G S M m o b i l e s e r v i c e s o p e r a t o r , i d e a c e l l u l a r h a s l i c e n s e s

t o o p e r a t e i n 1 1 c i r c l e s . W i t h a c u s t o m e r b a s e o f o v e r 1 7 m i l l i o n , i d e a

c e ll ul ar h a s o p er at io n s i n D e lh i , M a ha ra sh tr a , G o a, G uj ar a t, A nd h raP r a d e s h , M a d h y a P r a d e s h , C h a t t i s g ar h , U t t a r an c h a l , H a r y a n a , U P - w e s t,

H i m a c h a l P r a d e s h a n d K e r al a . I d e a a c q u i re d s p ic e t e le c o m w h i c h w a s

o p er at in g i n K a rn a ta k a a n d P u nj ab . I d ea c e ll ul a r f o ot pr in t c u rr e nt ly

c o ve r s a p pr ox im a te ly 4 5 % o f I nd ia s p o pu la t i on a n d o v er 5 0 % o f t he

p o t en t i a l t e l e co m- m ar ke t . As a l ea de r i n va lu e ad de d s e r v ic es , in no va t i on

i s c e n t r a l t o i d e a ' s v a s f a c t o r y . I t i s t h e f i r s t c e l l u l a r c o m p a n y t o l a u n c h

mus i c mes s ag i ng wi t h ' ce l l u l a r j ockey ' , ' backgr ound t ones ' , ' g r oup t a l k ' , a

vo i ce por t a l w i t h ' s ay i dea ' an d a compl e t e s u i t e o f mob i l e emai l s e r v i ces .

INTERNET & MOBILE ASSOCIATION OF INDIA

T h e i n t e r n e t & m o b i l e a s s o c i a t i o n o f I n d i a ( I A M A I ) i s a n o t - f o r - p r o f i t

i ndus t r y body r eg i s t e r ed under t he SOCI ETI ES ACT, 1896 . I t s manda t e i s

t o e xp an d a nd e nh an ce t he o nl in e a nd m ob il e v al ue a dd ed s er vi ce s

s ec t o r s .

JP MOBILE, INC.

8
http://explore.oneindia.in/detail/1/essar-com.htmlhttp://explore.oneindia.in/detail/1/ideacellular-com.htmlhttp://explore.oneindia.in/industry/telecom/mobile/index_1.htmlhttp://explore.oneindia.in/detail/3/iamai-in.htmlhttp://explore.oneindia.in/detail/2/jpmobile-com.htmlhttp://explore.oneindia.in/detail/1/essar-com.htmlhttp://explore.oneindia.in/detail/1/ideacellular-com.htmlhttp://explore.oneindia.in/industry/telecom/mobile/index_1.htmlhttp://explore.oneindia.in/detail/3/iamai-in.htmlhttp://explore.oneindia.in/detail/2/jpmobile-com.html


9/62

J P M o b il e i s a s o li d , w e l l - es t ab l is h e d c o m p a ny , a t r ue p i o ne e r i n t h e

e n t e r p r is e m o b i l i t y m a r k e t . T h e y a r e a p r i v a t e l y h e l d c o m p a n y w i t h s o l i d

f i n a n c i a l b a c k i n g . T h e y o f f e r s u r e w a v e m o b i l i t y s u i t e , a c o m p r e h e n s i v e

w i r el e ss m o b il i ty s o lu t io n f o r e n t er p r is e s , c a r ri e rs , s y st e m i n te g r at o r s

and i ndependen t s o f t war e vendor s .

LOOP MOBILE

L o op m ob il e ( BP L m ob il e n o w r eb r an d ed a s l oo p m o bi le ) , r ep re s en t s

g r o wt h w i th c o n ti n ui t y. W h il e w e c o n st a nt l y w o r k t o wa r d s g i v i n g o u r s u b s c r i b e r s a b e t t e r n e t w o r k , i n n o v a t i v e p r o d u c t s a n d a s u p e r i o r m o b i l e

t e l ep h o ny e x p er i en c e , o u r s u bs c ri b e rs c a n b e a s su r e d o f t h e s a me f o c us

and commi t men t i n p r ov i d i ng t he bes t ne t wor k cover age , b i l l i ng accur acy ,

and an unmat ched pe r s ona l i zed cus t omer s e r v i ce .

MTNL DELHI

M T N L W a s S e t U p O n 1 s t A p r i l , 1 9 8 6 B y T h e G o v e r n m e n t O f I n d i a T o

Upgr ade The Qua l i t y Of Te l ecom Ser v i ces , Expand The Te l ecom Ne t wor k ,

I n t r o d u ce N e w S e r v i c es A n d T o R a i s e R e v e n u e F o r T e l e c o m D e v e l o p me n t

N ee ds Of I nd ia S K ey Me t r os D e l h i , Th e P o l i t i c a l C ap i t a l And

Mumba i , The Bus i nes s Cap i t a l Of I nd i a .

MTS - SHYAM TELECOM

S i s t e m a S h y a m t e l e s e r v i c e s l i m i t e d i s a j o i n t v e n t u r e c o m p a n y b e t w e e n

s i s t ema o f Rus s i a and Shyam gr oup o f I nd i a . Cur r en t l y t hey ope r a t e i n t he

s ta te s o f R aj as th an , T am il N ad u, K er al a, B ih ar , W es t B e ng a l a nd

J ha r kand .

9
http://explore.oneindia.in/detail/1/loopmobile-in.htmlhttp://explore.oneindia.in/detail/3/mtnl-net-in.htmlhttp://explore.oneindia.in/detail/6/mtsindia-in.htmlhttp://explore.oneindia.in/industry/telecom/mobile/index_1.htmlhttp://explore.oneindia.in/detail/1/loopmobile-in.htmlhttp://explore.oneindia.in/detail/3/mtnl-net-in.htmlhttp://explore.oneindia.in/detail/6/mtsindia-in.htmlhttp://explore.oneindia.in/industry/telecom/mobile/index_1.html


10/62

RELIANCE COMMUNICATIONS

R e l i a n c e C o m m u n i c a t i o n s h a s a r e l i a b l e , h i g h - c a p a c i t y , i n t e g r a t e d ( B o t hW i r e l e s s a n d W i r e l i n e ) a n d c o n v e r g e n t ( V o i c e , D a t a a n d V i d e o ) d i g i t a l

n e tw o rk . I t i s c a pa b le o f d e li ve ri ng a r an g e o f s er vi ce s s pa n ni ng t he

en t i r e i n f ocomm ( I n f o r mat i on and Communi ca t i on ) va l ue cha i n , i nc l ud i ng

i nf ra st ru ct ur e a nd s er vi ce s f or e nt er pr is es a s w el l a s i nd iv id ua ls ,

app l i ca t i ons , and cons u l t i ng .

RELIANCE INFOCOM

T h e R el ia n ce g ro u p f o un d ed B y D h ir ub h ai H . A mb a ni ( 19 3 2- 2 00 2 ) i s

I nd i a ' s l a r ges t bus i nes s hous e

RELIANCE INFOCOMM

R e li an c e I nf o co m m w il l o f fe r a c o mp le te r a ng e o f t el ec o m s er vi ce s,

c o v e r i n g m o b i l e a n d f i x e d l i n e t e l e p h o n y i n c l u d i n g b r o a d b a n d , n a t i o n a l

and i n t e r na t i ona l l ong d i s t ance s e r v i ces .

SHYAM TELECOM LIMITED

10
http://explore.oneindia.in/detail/6/rcom-co-in.htmlhttp://explore.oneindia.in/industry/telecom/mobile/index_1.htmlhttp://explore.oneindia.in/detail/1/ril-com.htmlhttp://explore.oneindia.in/detail/1/relianceinfo-com.htmlhttp://explore.oneindia.in/detail/2/shyamtelecom-com.htmlhttp://explore.oneindia.in/detail/6/rcom-co-in.htmlhttp://explore.oneindia.in/industry/telecom/mobile/index_1.htmlhttp://explore.oneindia.in/detail/1/ril-com.htmlhttp://explore.oneindia.in/detail/1/relianceinfo-com.htmlhttp://explore.oneindia.in/detail/2/shyamtelecom-com.html


11/62

S h y a m t e l e c o m i s p i o n e e r i n T e l e c o m I n d u s t ry . I t h a s r e v o l u t i o n i z e d t h e

i nd us tr y w it h d ev elo pm en t o f i nn ov at iv e p ro du ct s. S hy am g ro up

c om me nc ed i t s o pe ra t i o ns in 1 97 4 t o in t r od uc e up - t o - d a t e

t e l ecommuni ca t i on t echno l ogy .

SONY ERICSSON

Sony Er i c s s on mobi l e communi ca t i ons o f f e r s mob i l e mul t i med i a cons umer

p r o du c t s f o r p eo p l e wh o a pp re c i a t e t h e p os s i b i l i t i e s o f pow er f u l

t echno l ogy .

SPICE TELECOM

S pi ce t el ec om t he b ra nd n am e o f s pi ce c om mu ni ca ti on s l im it ed i s

p r e se n t ly op e r a t i ng c e l lu l a r ph o ne se rv i ces in t h e s t a t e s o f Pun ja b a nd

K a r n a t a k a . C o n s i d e r e d a s o n e o f t h e b e s t p r o v i d e r s o f m o b i l e t e l e p h o n y

i n I nd i a .

TATA INDICOM

11
http://explore.oneindia.in/industry/telecom/mobile/index_1.htmlhttp://explore.oneindia.in/detail/2/sonyericsson-com.htmlhttp://explore.oneindia.in/detail/2/spiceindia-com.htmlhttp://explore.oneindia.in/detail/1/tataindicom-com.htmlhttp://explore.oneindia.in/industry/telecom/mobile/index_1.htmlhttp://explore.oneindia.in/detail/2/sonyericsson-com.htmlhttp://explore.oneindia.in/detail/2/spiceindia-com.htmlhttp://explore.oneindia.in/detail/1/tataindicom-com.html


12/62

T a t a t e l e s e r v i c e s l t d o f f e r s i t s p r o d u c t s a n d s e r v i c e s t o c u s t o m er s a c r o s s

I n di a u n de r t he n a me o f " Ta ta I nd ic o m" . T a ta t el es er v ic es l im it ed i s

I nd i a s l ead i ng p r i va t e bas i c s e r v i ce ope r a t o r .

TELEMATIC ENGINEERS (P) LTD.

E s t a b l i s h e d i n 1 9 9 3 , t h e T E P L n e t w o r k s p a n s a c r o s s t h e c e n t r a l w e s t e r n

I nd ia , w ith s er vi ce a nd d is tr ib ut io n c en tr es o f i t s o wn . S in ce i ts

e s t a b l i s h m e n t , T E P L h a s b e e n f o r e m o s t i n b r i n g i n g g l o b a l t e c h n o l o g y t o

t he I nd i an mar ke t .

TOUCHTEL

A Bhar t i g r oup company o f f e r i ng l and l i ne , d s l i n me t r os

VIDESH SANCHAR NIGAM LIMITED

V S N L i n c o r p o r a t e d o n A p r i l 1 , 1 9 8 6 u n d e r t h e I n d i a n C o m p a n i e s A c t ,

1 9 5 6 t o t a k e o v e r t h e a c t i v i ti e s o f t h e e r s t w h i l e o v e r s e a s c o m m u n i ca t i o n

s e rv ic e s ( OC S ). T h e c o mp a ny o p er at es a n e tw o rk o f e ar th s ta t i on s ,

s w it ch e s, s u bm ar in e c a bl e s ys te ms , a n d v a lu e a d de d s e rv ic e n o de s t o

p r o v i de a r an ge o f b as ic an d va lu e ad d ed s e r v i ce s .

VODAFONE ESSAR

12
http://explore.oneindia.in/detail/2/tepl-com.htmlhttp://explore.oneindia.in/detail/1/touchtelindia-com.htmlhttp://explore.oneindia.in/detail/2/internet-vsnl-com.htmlhttp://explore.oneindia.in/detail/1/hutch-in.htmlhttp://explore.oneindia.in/detail/2/tepl-com.htmlhttp://explore.oneindia.in/detail/1/touchtelindia-com.htmlhttp://explore.oneindia.in/detail/2/internet-vsnl-com.htmlhttp://explore.oneindia.in/detail/1/hutch-in.html


13/62

V od af on e e ss ar i n I nd ia i s a s ub si di ar y o f V od af on e g ro up p lc a nd

c o m me n c ed o p e ra t io n s i n 1 9 9 4 w h e n i t s p r e de c e ss o r H u t ch i so n t e le c o m

a cq ui re d t he c el lu la r l ic en se f or M um ba i. V od af on e e ss ar n ow h as

o p e r a t i o n s i n 1 6 c i r c l e s c o v e r i n g 8 6 % o f I n d i a s m o b i l e c u s t o m e r b a s e ,

w i t h o ve r 3 4 .1 mi l l i on cus t ome r s .

YOUR BILL BUDDY

Your b i l l buddy .com i s your one - s t op s o l u t i on f o r f i nd i ng t he bes t mob i l e

p l an i n m ar ke t fo r yo ur s e l f . A ls o y ou c an s e nd f r ee s ms t o y ou r f r i e nd s .

13
http://explore.oneindia.in/detail/5/yourbillbuddy-com.htmlhttp://explore.oneindia.in/detail/5/yourbillbuddy-com.html


14/62

ABOUT DOT:

D O T s t a n d s f o r d e p a r t me n t o f t e le c o m. I t w a s s t ar t ed i n t h e y e a r 1 9 9 2 -

9 3 . T h e d e p a r t m e n t i s p r e s e n t ly h e a d e d b y P r o f M . N . S r i r a n g a r a j u , w h o i ss uppor t ed by a t eam of qua l i f i ed & d ed i ca t ed s t a f f member s .

O n t he f or ef ro n t o f d e ve lo p me n t & w it h t he a d ve n t o f t ec h no lo g ic a l

r ev ol ut io n & q ua nt um d ev el op me nt i n th e f ie ld o f e le ct r on ic s &

c om mu ni ca ti on d ue to m yr ia d c om pl ex it ie s o f t he e -w or ld i t w as

i n e v i t a b le f o r t h e e v o l u t i o n o f a n o t h e r f i e l d t o m a k e a d i s t i nc t i d e n t i t y o f

i ts o wn . T hu s t he b al l o f d ev el op me nt w as s et i nt o mo ti on & t he

t e l e c o m mu n i c a t i on f i e l d g r a d u a l l y a s s u m e d a r o l e o f p r e - e m in e n c e w h i c h

i s s ha r ed by f ew o t he r eng i nee r i ng d i s c i p l i nes i n t he moder n wor l d .

T h e D e p ar t me n t e s ta b l is h e d i n t h e y e a r 1 9 9 2 e m ph a s iz e d i n p r o vi d in g

q u al i t y e d uc a ti on w it h t he p ra c ti ca l a s pe c ts o f l ea rn in g g i ve n a mp le

i m p o r t a n c e . T h e d e p a r t m e n t e n c o u r a g e s t e c h - s a v v y P r o j e c t s w h i c h W h e t

t he s t uden t s appe t i t e f o r t echn i ca l exp l o r a t i on .

14


15/62

TRAI:

T R AI s ta n ds f or T e le c om R e gu la to ry A u th o ri ty o f I n di a . T RA I w as

e s ta b li sh e d i n t he y e ar 1 9 97 i n p u rs u an c e o f T RA I ( Or di n an c e) 1 9 97w hi ch w as l at er r ep la ce d b y a n a ct o f p ar l ia me nt t o r eg ul at e t he

t el ec om mu ni ca ti on s er vi ce s. S om e o f t he m aj or r ec om me nd at or y,

r egu l a t o r y & t a r i f f s e t t i ng .

FUNCTIONS OF TRAI

Func t i ons o f TRAI a r e t o make r ecom menda t i ons on t he need & t i mi ng f o r

i n tr od u ct io n o f n e w s er vi ce p ro v id e r e n su re c o mp l ia nc e o f t e r ms &

c o n d i t i o n s o f l i c e n s e , e f f e c t i v e m a n a g e m e n t o f s p e c t r u m , l a y d o w n t h e

s t a n d a r ds o f q u a l i ty o f s e r v i ce t o b e p r o v i d e d b y t h e s e r v i c e p r o v i de r s &

e n s u r e t h e q u a l i t y o f s e r v i c e & c o n d u c t t h e p e r i o d i c a l s u r v e y o f s u c h

s e r v i c e p r o v i d e d b y t h e s e r v i c e p r o v i d e r s s o a s t o p r o t e c t i n t e r e s t o f t h e

C o n s u m e rs o f t e l e c o m m u n i c a ti o n s e r v i c e , e n s u r e e f f e c t i ve c o m p l i an c e o f

u n i v e r s al s e r v i c e o b l i g a t io n s n o t i f y t h e r a t e s a t w h i c h t e l e c o mm u n i c a t io n

s e r v i ces i n I nd i a s ha l l be p r ov i ded u nder t h i s ac t e t c .

Recen t l y i n exe r c i s e o f power s conf e r r ed by P r ov i s i on ( K) ( 1 ) o f Sec t i on 2

o f t h e T R A I A c t , t h e C e n t r a l G o v e r n m e n t , V i d e N o t i f i ca t i o n n o S 0 4 4 ( E )

d a t e d 9 t h J a n u a r y 2 0 0 4 , h a s n o t i f i e d B r o a d c a s ti n g & C a b l e s e r v i c e s t o b e

t e l ecommuni ca t i on s e r v i ce .

12

15


16/62

RECONSTITUTION:

I ( A m e n d m e n t ) A c t , 2 0 0 0 h a d l e d t o r e c o n s t i t u t i o n o f t h e a u t h o r i t y . I tc o ns is ts o f o n e C h ai rp e rs on , t wo f ul l- t im e m em be rs & t w o p a rt - t im e

Member s .

The p r es en t compos i t i on o f t he au t hor i t y i s a s f o l l ows :

SHRI . NRI PENDRA MI SRA

CHAI RPERSON

SHRI A .K. SAWHNEY

MEMBER

SHRI R .N . PRABHAKAR

MEMBER

PROF N. BALAKRI SHNAN

PART- TI ME MEMBER

DR RAJ I V KUMAR

PART- TI ME MEMBER

16


17/62

SOME IMPORTANT & INTERESTING FACTS ABOUT

VODAFONE:

V od af on e i s t he th ir d l ar ge st c om pa ny i n th is c ou nt ry b y mar ke tcap i t a l i za t i on . T h i s i s r e ma r k ab l e b e c au s e V o d a f o n e i s a r e l at i ve l y n e w

company . Mos t o f t he o t he r compan i es i n t he FTSE 100

( l a r ges t 100 compan i es i n t he UK) have been a r ound cons i de r ab l y l onger .

M o s t p e o p l e i n t h i s c o u n t r y i n s t a n t l y r e c o g n i z e t h e V o d a f o n e l ogo an d

k n o w w h a t t h e c o m p a n y d o e s . V o d a f o n e s u p p l i e s cus t omer s w i t h m o b i l e

t e l ephone f ac i l i t i e s i nc l ud i ng t ex t , games , mus i c , mob i l e TV, and i n t e r ne t

s e r v i ces . I n 2 00 5 V od af on e h ad a ro un d 1 6 m il lio n U K c us to me rs ,

empl oyed ove r 11 ,500 peop l e ac r os s ca l l cen t r e s , o f f i ces and r e t a i l s hops .

T he N AS i s l es s w el l- kn ow n. I t i s a n at io na l c ha ri ty w or ki ng w it h

c h i l d r e n, a d u l t s, a n d f a m i l i e s a f f e c t e d b y au t i s m , a n d t h o s e p r o f e s s io n a l s

w h o w o r k a l o n g s i d e t h e m . A u t i s m i s a c o m p l e x l i f e l o n g d e v e l o p m e n t a ld i s a b i li t y a f f e c t i n g a n i n c r e a s i n g n u m b e r o f c h i l d r e n i n t h e U K . T h e t e r m

a u t i s m c o v e r s a w i d e r a n g e o f b e h a v i o ra l a n d c o m m u n ic a t i o n d i f f i c u lt i e s .

F o r e x a mp l e p e o pl e w i th a u ti s m f i nd e v e ry d a y s o c i a l i n te r ac t i on v e ry

d i f f i cu l t .

T h ei r a b il it y t o d e ve lo p f r i en d sh ip s i s g e ne ra ll y l im it e d a s i s t he ir

c a p a c i t y t o u n d e r s t a n d o t h e r p e o p l e ' s e m o t i o n a l e x p r e s s i o n . P e o p l e w i t h

a u t i s m c a n o f t e n h a v e a c c o m p a n y i n g l e a r n i n g d i s a b i l i t i e s b u t e v e r y o n e

wi t h t he cond i t i on s ha r es a d i f f i cu l t y i n mak i ng s ens e o f t he wor l d .

T h e N A S champi ons t h e i n t e r es t s o f p e o pl e w i th a u ti s m a n d p r ov i d es

s e r vi c e s a p p r o pr i at e t o t h e i r n e e d s . A r ou n d 5 3 5 , 0 0 0 p e o p l e i n t h e U K

17
http://www.thetimes100.co.uk/glossary--market-capitalisation-2944.phphttp://www.thetimes100.co.uk/glossary--market-capitalisation-2944.phphttp://www.thetimes100.co.uk/glossary--ftse-100-88.phphttp://www.thetimes100.co.uk/glossary--logo-369.phphttp://www.thetimes100.co.uk/glossary--customers-2890.phphttp://www.thetimes100.co.uk/glossary--services-2998.phphttp://www.thetimes100.co.uk/glossary--autism-923.phphttp://www.thetimes100.co.uk/glossary--term-222.phphttp://www.thetimes100.co.uk/glossary--champions-1611.phphttp://www.thetimes100.co.uk/glossary--market-capitalisation-2944.phphttp://www.thetimes100.co.uk/glossary--market-capitalisation-2944.phphttp://www.thetimes100.co.uk/glossary--ftse-100-88.phphttp://www.thetimes100.co.uk/glossary--logo-369.phphttp://www.thetimes100.co.uk/glossary--customers-2890.phphttp://www.thetimes100.co.uk/glossary--services-2998.phphttp://www.thetimes100.co.uk/glossary--autism-923.phphttp://www.thetimes100.co.uk/glossary--term-222.phphttp://www.thetimes100.co.uk/glossary--champions-1611.php


18/62

have au t i s t i c s pec t r um d i s o r de r s and 2 mi l l i on pa r en t s , ca r e r s and f r i ends

a r e a f f ec t ed . Under s t and i ng o f t he cond i t i on r emai ns l i m i t ed .

HISTOR Y OF VODAFONE :

V o d af o n e i s t h e w o rl d 's l e a di n g i n te r n at i on a l m o bi l e c o m mu n i ca t i on s

c o m p a n y . C u r r e n t ly i t h a s o p e r a t i o n s i n 2 5 c o u n t r i e s a c r o s s 5 c o n t i n e nt s

and 40 pa r t ne r ne t wor ks wi t h ove r 260 mi l l i on cus t omer s wor l dwi de .

DURING 1980S

V o d a f o n e m a d e t h e U K ' s f i r s t m o b i le c a l l a t a f e w m i n u t e s p a s t m i d n i g h t

o n 1 s t J a n u a r y 1 9 8 5 . W i t h i n f i f t e e n y e a r s , t h e n e t w o r k w a s t h e l a r g e s t

c o m p a n y i n E u r o p e a n d t h e l a r g e s t o f i t s k i n d a n y w h e r e i n t h e w o r l d . B y

t h e t u r n o f t h e c e n t ur y , a l m o st e v e r y s e c o n d U K c i ti z e n h a d a m o bi l e

and a t h i r d o f t hem wer e connec t ed t o Vodaf one .

T h e V o d a f o n e s t o r y i s o n e o f i n v e s t m e n t , i n n o v a t i o n a n d a w a r d - w i n n i n g

c u s t o m e r s e r v ic e . A b o v e a l l , i t s o n e o f g r o w t h a n d t h e a b i l i ty t o d e l i v e r

t he t r emendous bene f i t s o f mob i l e communi ca t i ons , no t j u s t i n t he UK bu t

wor l dwi de .

1 9 8 2

T h e R a ca l e le ct ro n ic s g ro u p w in s i ts b id f or t h e p ri va te s ec to r U K

ce l l u l a r l i cens e . I t s e t s up t he Raca l t e l ecoms d i v i s i on and names t he new

n e t w o r k V o d a f o n e t o r e f l e c t t h e p r o v i s i o n o f v o i c e a n d d a t a s e r v i c e s

o v e r m o b i l e p h o n e s . B a s e d i n N e w b u r y , t h e c o m p a n y h a s l e s s t h a n 5 0

empl oyees , a l l i n one bu i l d i ng .

18


19/62

1 5

1 9 8 5 T h e V o d a f o n e a n a l o g u e n e t w o r k i s t h e f i r s t c e l l u l a r n e t w o r k t o l a u n c h

i n t h e U K , a n d t h e f i r s t c a l l i s m a d e f r o m S t K a t h e r i n e s d o c k i n L o n d o n

t o Newbur y on 1 J anuar y 1985 .

1 9 8 7

Vodaf one i s r ecogn i zed a s t he l a r ges t mob i l e ne t wor k i n t he wor l d .

V od at a i s c re at ed a s t he vo ic e a nd d at a b us in es s t o d ev el op a ndmar ke t Vodaf one r eca l l , t he vo i cemai l s e r v i ce .

V o d ap a g e i s l a u nc h e d, p r ov i d in g a p a g in g n e t wo r k t h a t c o v er s 8 0 % o f

t he UK popu l a t i on .

1 9 8 8

Ra ca l t e l eco mm p l c f l oa ts on t he Lo nd on a nd New Y or k s t oc k

e x c h a n g e s .

1 9 8 9

P a k n e t i s f o r m e d a s a j o i n t v e n t u r e b e t we e n R a c a l t e l e c o m a n d c a b l e &

wi r e l e s s

.

19


20/62

VODAFONE DURING 1990S:

1 9 9 1

R a c al a n d V o d a f on e d e m e r ge . A n d t h e V o d a f o ne g r ou p i s l i st e d a s a n

i ndependen t company on t he London and New Yor k s t ock exchanges .

V o da f on e a n d t el ec o m F in la n d m ak e t he w o rl d s f ir s t i nt er na ti o na l

r oami ng ca l l .

V o d a f o n e l a u n c h e s i t s d i g i t a l ( G S M ) m o b i l e p h o n e s e r v i c e t h e f i r s t i n

t he UK.

1 9 9 2

V o d a f o n e a n d t e l e c o m F i n l a n d s i g n t h e w o r l d ' s f i r s t i n t e r n a ti o n a l G S M

r oami ng ag r eemen t .

1 9 9 3

V od afo ne g ro up in te rn at io na l i s f or me d to a cq ui re l i ce ns es a nd

s uper v i s e ove r s eas i n t e r es t s .

Vodaf one opens i t s f i r s t h i gh s t r ee t s t o r e .

1 9 9 4

V o d a t a i s t h e f i r s t n e t w o rk o p e r a t o r i n t h e U K t o l a u n c h d a t a , f a x a n d

s ms s e r v i ces ove r t he d i g i t a l ne t wor k .

V o d a f o n e j o i n s t h e g l o b a l s t a r c o n s o r ti u m t o d e v e l o p a n d l a u n c h a l o w

ear t h o r b i t i ng s a t e l l i t e mob i l e phone s e r v i ce .

1 9 9 6

V o d af o n e i s t h e f i rs t n e t w o rk o p e ra t o r i n t h e U K t o l a u n c h a p r e -p a y

ana l ogue package .

20


21/62

P e r s e c o nd b i ll in g o n t he d ig it al n e tw o rk i s i nt ro d uc e d, a s w e ll a s

o pt io ns t o b uy bu nd le d m in ut es a nd m ak e o ff -p ea k l oc al c al ls t o

l and l i nes .

1 9 9 7

C h ri s g e nt s u cc e ed s S i r G e ra ld W he n t a s c h ie f e x ec u ti ve o ff ic er o f

Vodaf one g r oup p l c .

1 9 9 9

V od a fo n e a i r t o uc h p lc i s c re a te d a s a r es u lt o f a s uc c es sf u l m e r ge r

b e t we en Vo da fo ne g r o up p l c a nd a i r t o uch co mmun ic a t io ns I n c .

On 5 J anuar y Vodaf one c onnec t s t he f i ve mi l l i on cus t omer s i n t he UK.

VODAFONE DURING 2000S:

2 0 0 0

T he a cq u is it io n o f M an n es ma n n A g a lm o st d o ub le s t he s iz e o f t he

V od af on e g ro up m ak in g i t t he l ar ge st m ob il e t el ec om mu ni ca ti on s

c o m p a n y a n d o n e o f t h e t o p t e n c o m p a n i e s , b y m a r k e t c a p i t a l i z a t i o n , i n

t he wor l d .

V i z z a v i i s l a u n c h e d , a 5 0 / 5 0 j o i n t v e n t u r e b e t w e e n V o d a f o n e a i r t o u c h

a n d v i ve nd i ne t t o d e li ve r a m u lt i- a cc es s b ra n de d i nt er ne t p o rt al f or

E u r o p e .

Vodaf one acqu i r e s t he l a r g es t ava i l ab l e 3g l i cens e i n t he UK. I n pa r a l l e l

w i t h t h e d e v e l o p m e n t o f 3 g , V o d a f o n e a n n o u n c e s i t s i n t e n t i o n t o o f f e r

GPRS ( gener a l packe t r ad i o s e r v i ce ) t o UK cor por a t e cus t omer s .

21


22/62

The g l oba l s t a r s a t e l l i t e communi ca t i on s s e r v i ce i s l aunched i n t he UK.

2 0 0 1

Vodaf one i n t r oduces i ns t an t mes s ag i ng t o i t s ne t wor ks .

V o d a f o n e m a k e s t h e w o r l d s f i r s t 3 g r o a m i n g c a l l b e t w e e n S p a i n a n d

J a p a n .

2 0 0 2

V o d a f o n e t r i a l s i t s g l o b a l m o b i l e p a y m e n t s y s t e m i n t h e U K I t a l y a n d

Ger many .

V od af on e l au nc he s t he f ir st c om me rc ia l E ur op ea n G PR S r oa mi ng

s e r v i ce .

T he V od afo ne g ro up fo un da ti on i s l au nc he d. T he g ro up a nd i ts

s u b si d ia r ie s p l an t o c o n tr i bu t e 2 0 m i ll i on t o c o m mu n i ty p r o gr a mm e s,

gu i ded by t he g r oup s oc i a l i nves t men t po l i cy .

V o d a f o n e l a u n c h e s V o d a f o n e l i v e ! & m o b i l e o f f i c e , t w o n e w c o n s u m e r

and bus i nes s p r opos i t i ons .

A ru n S ar in i s s el ec te d t o s uc ce ed S ir C hr is to ph er G en t a s C hi ef

Execu t i ve o f Vodaf one g r oup p l c .

2 0 0 3

Vodaf one l i ve ! a t t r ac t s 1 mi l l i on cus t omer s i n i t s f i r s t s i x mon t hs .

22


23/62

O ra ng e, t el ef on ic a m ov il es , t -m ob il e, a nd V od af on e f or m a n ew

as s oc i a t i on t o d r i ve i n t e r ope r ab l e mobi l e payment s .

2 0 0 4

V o da fo n e l au n ch e s i ts f ir s t 3 g s er vi ce i n E ur o pe w it h t he v o da f on e

mobi l e connec t 3g / gpr s da t a ca r d .

Vodaf one l i ve ! Wi t h 3g i s l aunched i n 13 mar ke t s .

2 0 0 5

V o d a f o n e s i m p l y i s l a u n c h e d , g i v i n g c u s t o m e r s n e w , e a s y - t o - u s e v o i c e

and t ex t s e r v i ces .

Vodaf one i n t r oduces pas s por t , a new vo i ce r oami ng p r i ce p l an .

2 0 0 6

The number o f Vodaf on e l i ve ! Cus t omer s w i t h 3g r each 10 mi l l i on .

23


24/62

MANAGEMENT OF VODAFONE

NEW CEO OF VODAFONE:

VODAFONE ANNOUNCES NEW CHIEF EXECUTIVE

V o d a f o n e g r o u p p l c t o d a y a n n o u n c e s t h a t , a f t e r f i v e y e a r s i n t h e r o l e ,

A r u n S a r i n w i l l b e r e t i r i n g a s c h i e f e x e c u t i v e a t t h e e n d o f t h e c o m p a n y s

A G M o n 2 9 t h J u l y 2 0 0 8 . H e w i l l b e s u c c e e d e d b y d e p u t y c h i e f e x e c u t i v e

Vi t t o r i o Co l ao .

A r u n S a r i n b e c a m e c h i e f e x e c u t i v e i n J u l y 2 0 0 3 a n d o v e r t h e l a s t f i v e

y e a rs h a s l e d t h e c o m p a n y t h r o ug h a p e ri o d o f s i gn i f ic a n t c h a n g e, b o th

s tr at eg ic a nd o rg an iz at io na l. U nd er h is l e ad er sh ip V od af on e h as

d ev e l o ped an d im pl emen t e d a n ew s t r a t e gy to be come a t o t a l

c o m m u n i c at i o n s c o m p a n y , w h i c h i s a l r e a d y d e l i v e r i n g r e s u l t s . A s p a r t o f

i t s s t r a t e g y V o d a f o n e h a s a l s o e x p a n d e d i n t o e m e r g in g m a r k e t s i n c l u d i n g

R o m a n i a , C z e c h R e p u b l i c , T u r k e y , a n d m o s t r e c e n t l y , I n d i a w h e r e A r u n

S a r i n l e d t h e a c q u i s i ti o n o f H u t c h i so n e s s a r , w h i c h i s t h e l a r g e s t f o r e i g n

i nves t men t made i n t he coun t r y .

I n p o r t f o l i o m a n a g e m e n t , d u r i n g t h i s t i m e t h e c o m p a n y a l s o d i s p o s e d o f

i t s bus i nes s es i n J apan and Sweden , t oge t he r w i t h i n t e r es t s i n Swi t ze r l and

a nd B el gi um . I n E ur op e t he n ew s tr at eg y h as d el iv er ed i nn ov at iv e

p r o du c t s , imp r ov ed re ve nu e an d s i gn i f i ca n t c os t r ed uc t i on .

Or gan i za t i ona l l y t he company has been s t r uc t u r ed t o t ake advan t age o f i t ss i g n i f i c a n t g l o b a l f o o t p r i n t b y b e c o m i n g a n i n t e g r a t e d b u s i n e s s w i t h a

c l ea r d i s t i nc t i on be t ween g l oba l and l oca l ac t i v i t i e s .

D ur in g h is t im e a s c hi ef e xe cu ti ve t he c om pa ny h as a ls o g ro wn i ts

p r o po r t io na t e cu s t o mer b as e f r om 12 0 mi l l io n t o m or e t ha n 2 60 mi l l i o n

24


25/62

g l o b a l l y a n d o v e r t h i s p e r i o d V o d a f o n e h a s c o n s i s te n t l y d e l i v e r e d s t r o n g

r e su lt s . R e tu r ns t o s ha re h ol de rs o v er t hi s p e ri od h a ve a l so b e en v e ry

p o s i t i v e w i t h d i v i de nd s in c r ea s i n g f r om 1 .6 9p to 7 .5 1p , an i nc re as e o f

m o r e t h a n 4 0 0 % . H e h a s a l s o b u i l t a n e w s e n i o r m a n a g e m e n t t e a m a n d

t a k e n t h e l e a d o n m a j o r i n d u s t r y i s s u e s , i n c l u d i n g m o b i l e b r o a d b a n d a n d

i n t e r ne t s e r v i ces .

COMMENTING, CHAIRMAN SIR JOHN BOND SAID:

A ru n h a s d o n e a t re me n do u s j o b a s c hi ef e x ec u ti ve . H e h a s l e d t h e

c o m pa n y w i th d i st i nc t io n a n d n a v ig a t ed V o d af o ne t h ro u g h a p e r io d o f

r a pi d c h an g e. H e h as d e ve lo p ed a n ew s tr at eg y f or t h e b u si ne ss a n d

s i gn i f i can t l y expanded our f oo t p r i n t i n emer g i ng mar ke t s . The acqu i s i t i on

i n I n d i a w a s v e r y w e l l t i m e d a n d e x e c u t e d . T h e b o a r d h a s a g r e a t d e a l t o

t hank h i m f o r and i wou l d l i ke pe r s ona l l y t o t h ank h i m f o r a l l he has done

f o r t h e b u s i n e s s a n d w i s h h i m a n d h i s f a m i l y a l l t h e b e s t f o r t h e f u t u r e .

I n V i t t o r i o Co l ao we have a f i ne

s u cc e ss o r a n d I a m l o ok in g f o rw a rd t o w o rk in g w i th h i m i n h is n e w

r o l e .

25


26/62

ARUN SARIN SAID:

I t h a s b e e n a p r i v i l e g e t o l e a d V o d a f o n e f o r t h e l a s t f i v e y e a r s a n d t o

have been i nvo l ved i n t he company f o r s uch a l ong t i me . I f ee l t ha t I have

a c c o m p l i s h e d w h a t i s e t o u t t o a c h i e v e , p a r t i c u l a r l y i n d e v e l o p i n g a n d

i m p l e m e n t i n g a n e w s t r a t e g y . I a m v e r y p r o u d o f w h a t V o d a f o n e a n d i t s

7 1 ,0 0 0 p e o p le h a ve a c hi ev e d a n d t h e g o od m o me n tu m w e h a ve i n t he

m a r k e t p l a c e . I k n o w t h a t t h e b u s i n e s s i s i n c a p a b l e h a n d s w i t h V i t t o r i o

C o l a o . H a v i n g w o r k e d w i t h h i m f o r m a n y y e a r s I k n o w t h a t h e h a s t h e

exper i ence and v i s i on t o t ake Vodaf one on t o f u t u r e s ucces s .

V o d a f o n e g r o u p p l c a l s o a n n o u n c e d t o d a y t h a t n o n e x e c u t i v e d i r e c t o r s

M i c ha e l B o s ki n a n d J u rg e n S c h re m p p w i l l n o t b e s e e ki n g r e - e l ec t io n a t

t he A GM . M ic ha el B os ki n jo in ed t he V od af on e b oa rd in 1 99 9 o n

V o d a f o n e s m e r g e r w i t h a i r t o u c h c o m m u n i ca t i o n s i n c , h a v i n g s e r v e d f o r

a n u m b e r o f y e a r s p r e v i o u s l y o n t h e a i r t o u c h b o a r d . J r g e n S c h r e m p p

b ec ame a d i r ec t o r o f Vod af on e i n 2 00 0 whe n Vo da f o ne co mp le te d i t s

a c qu is i t io n o f M an n es ma n n, h a vi n g b e en a m em b er o f M a nn e sm an n s

s uper v i s o r y boa r d be f o r e t hen .

S i r J o h n b o n d s a i d : I w o u l d l i k e t o t h a n k M i c h a e l a n d J r g e n f o r t h e i r

c o n tr i bu t io n s a n d f o r t h e d i f fe r e nt a n d i m po r t an t p e r sp e c ti v es e a c h h a s

b r o ug h t to o u r b oa rd . B o t h h av e se rv ed wi th d i s t in c t io n an d i am v e r y

g r at ef ul f or t he ir t i r el es s w o rk o n o u r b o ar d c o mm it te e s, e s pe c ia l l y

Mi chae l s cha i r mans h i p o f t he aud i t .

C o m m i tt e e . J r g e n h a s , a t o n e t i m e o r a n o t h e r , b e e n a m e m b e r o f e a c h o f

ou r p r i nc i pa l boa r d commi t t ees . We wi s h t hem bo t h we l l i n t he f u t u r e .

26


27/62

ARUN SARIN

A r u n S a r i n , a g e d 5 3 , g r a d u a t e d f r o m t h e I n d i a n i n s t i t u t e o f t e c h n o l o g y

w i t h a B S i n e n g i n e e r i ng i n 1 9 7 5 . I n 1 9 7 8 h e g a i n e d a M S i n e n g i n e e ri n g

and a MBA f r om t he Uni ve r s i t y o f Ca l i f o r n i a , a t Ber ke l e y .

He s t a r t ed h i s ca r ee r a s a management cons u l t an t be f o r e movi ng , i n 1984 ,

t o p a ci fi c T el es is g ro u p i n S a n F r an c is co . C o mm e nc in g i n c o rp o ra te

d e ve lo p me n t, h e w a s i ns tr u me n ta l i n t he c o mp a ny a c qu ir in g t he f ir s t

c e l l u l ar l i c e n s e s i n t h e u s a s w e l l a s w i n n i n g t h e f i r s t c e l l u l a r l i c e n s e i n

G e r m a n y a n d a P C N l i c e n s e i n t h e u k . H e w a s s u b s e q u e n t l y a p p o i n t e d

C F O a n d c h ie f s tr a te g y o ff ic e r a t p a ci fi c b e ll , b e fo re m ov in g o n t o

b ec om e v i ce p re s i d en t a nd g en e r a l man ag er , Sa n F r an c i s c o b ay a r ea

t e l ephone company , a pac i f i c be l l d i v i s i on wi t h 12 ,000 empl oyees .

F o l l o w i n g t h e d e m e r g e r f r o m p a c i f i c T e l e s i s o f t h e m o b i l e a n d p a g i n g

b u s i ne s s es t o f o r m a i r to uc h com mu ni ca t i on s , Ar un was ap po in t ed s en io r

v i c e p r e si d e nt c o r po r a te s t ra t e gy a n d d e v el o p me n t w h e re h e d e v el o pe d

a nd i mp le me nt ed a g ro wt h s tr at eg y e nc om pa ss in g p ar tn er sh ip s a nd

acqu i s i t i ons , wh i ch i nc l ud ed t he mer ge r w i t h us wes t s w i r e l e s s bus i nes s .

O n b ec om in g p re si de nt a nd C EO , a ir t ou ch i nt er na ti on al , A ru n w as

r e s p o n s i b l e f o r t h e a c q u i s i t i o n o f w i r e l e s s l i c e n s e s i n s e v e r a l o v e r s e a s

t e r r i t o r i e s and es t ab l i s h i ng t he management t eams o f t hes e new ven t u r es .

H e t he n b e ca m e p re si d en t o f a ir t ou c h c o mm un ic a ti on s w he re h e w as

r es po ns ib le f or m an ag in g t he c el lu la r a nd p ag in g o pe ra ti on s i n 1 4

c o u n t r i e s a n d w a s a k e y n e g o t i a t o r i n t h e s u c c e s s f u l m e r g e r o f a i r t o u c hw i t h V o d a f o n e g r o u p p l c . W i t h i n t h e c o m b i n e d b u s i n e s s , V o d a f o n e a i r

t o u ch p l c , h e w a s a p p o i nt e d C E O U S / A s ia p a c if i c r e g i o n, m a na g i ng t h e

g r ou p s o p er at io n s i n t h e U S , A si a a n d A u st ra la s ia . I n a d di ti on , h e

h ea de d t he g lo ba l m ob il e i nt er ne t d iv is io n, r es po ns ib le fo r t he

i n t r oduc t i on o f w i r e l e s s i n t e r ne t s e r v i ces .

27


28/62

I n 2000 , w i t h t he s ucces s f u l mer ge r o f Vodaf one a i r t ouch s us bus i nes s es

w i t h t h o s e o f b e l l A t l a n t i c a n d G T E t o f o r m V E R I Z O N w i r e l e s s , a r u n ,

w h i ls t m a in t ai n i ng a n o n -e x e cu t iv e d i re c to r s hi p o f V o d af o n e a i r t o uc h

p l c , b ec ame C EO o f in f o s pac e , a p r ov id e r o f mob i l e i n t e r ne t c on te n t a nd

d i r ec t o r y s e r v i ces .

I n 2 00 1 h e j oi ne d A CC EL -K KR t el ec om ; a t el ec om i nv es tm en t a nd

m a n a g e m e n t b u s i n e s s , w h e r e h e e v a l u a t e d n u m e r o u s o p p o r t u n i t i e s i n t h e

t el ec om mu ni ca ti on s i nd us tr y a ro un d th e w or l d a nd o ve rs aw t he

acqu i s i t i on o f be l l Canada s ye l l ow pages bus i nes s .

I n A pr il 2 00 3 h e b ec am e C EO d es ig na te o f V od af on e g ro up p lc a nd

as s umed t he pos t o f ch i e f execu t i ve on J u l y 30 t h 2003 .

P ri or t o b ec om in g c hi ef e xe cu ti ve , A ru n h ad b ee n a n on -e xe cu ti ve

d i re c to r o f t he G AP I n c, t h e C h ar le s S c hw a b C o rp o ra ti o n a n d C is co

s y s te m s i n c . I n J u ly 2 0 0 5 , h e w a s a p p o i nt e d t o t h e c o u r t o f d i re c to r s a t

t he bank o f Eng l and .

Vittorio Colao

V i tt or io C o la o , a g ed 4 6 , w as a p po in te d c h ie f e x ec u ti ve , E u ro p e a nd

depu t y g r oup ch i e f execu t i ve o f Vodaf one g r oup p l c i n Oc t ober 2006 .

V i t t o r i o h o l d s a b u s i n e s s d e g r e e c u m l a u d e f r o m B o c c o n i u n i v e r s i t y a n d

an MBA wi t h honor s f r om t he Har va r d bus i nes s s cho o l .

B e t w e e n 2 0 0 4 a n d 2 0 0 6 h e w a s c h i e f e x e c u t i v e o f f i c e r o f R C S m e d i a

gr oup i n Mi l an , a l ead i ng med i a g r oup , pub l i s h i ng news paper s , magaz i nes

and books i n I t a l y , Spa i n , and F r ance .

28


29/62

P r io r t o t ha t , V it to r io h e ld t he p o st o f r eg io n al C EO , s o ut h E ur o pe ,

M i d d l e E a s t a n d A f r i c a , o f V o d a f o n e g r o u p p l c , a n d h e w a s a n e x e c u t i v e

d i r ec t o r on t he ma i n boa r d . Bef o r e t he Vodaf one acqu i s i t i on , V i t t o r i o was

COO and CEO of Omni t e l P r on t o I t a l i a , now v odaf one I t a l y .

V i tt or io s pe n t t he e ar ly p ar t o f h i s c a re e r ( 1 99 6 -9 8 a n d 1 9 91 -9 6 ) a t

M c k i n s e y & c o , w h e r e h e w a s a p a r t n e r i n t h e M i l a n o f f i c e , w o r k i n g o n

m e d i a , t e l e c o m m u n i c a t i o n s a n d i n d u s t r i a l g o o d s . H e h e a d e d t h e f i n a n c e

p r a c t i c e , an d w as r e s p ons ib le f o r t he o f f i ce r ec r u i t in g o f co ns u l t a n t s .

V it to ri o w or ke d i n 1 98 9/ 19 90 f or M or ga n S ta nl ey i nv es tm en t b an k

d i v is i on , i n L o n do n , a n d M o n da d o ri , t h e I t al i an p u b li s he r .V i tt o ri o h a s

b ee n a no n- ex ecu t i v e d i r ec to r an d membe r o f t he r emu ne ra t io n c om mi t t e e

o f R a s i n s u r an c e , t h e n l i st e d o n t h e M i l a n s t o c k e x c h a n ge ( n ow m e rg e d

w it h a ll ia nz s e) , a nd w as p re vi ou sl y a n on -e xe cu ti ve d ir ec to r a nd

cha i r man o f t he r emuner a t i on commi t t ee o f F i nmeccan i ca ,

29


30/62

CHAPTER IV

PRODUCTS & SERVICES OFFERED BY VODAFONE :

PRODUCTS CATEGORY:

1.CHA RGERS :

S t a y c o n n e c t e d w h e r e v e r y o u a r e w i t h t h e n o k i a t r a v e l c h a r g e r. I t ' s h a n d y

w h e n y o u ' r e c a m p i n g , f l y i n g o r o n t h e g o . I t ' s a l s o i d e a l i f y o u f o r g e t t o

keep your phone f u l l y cha r ged .

W i t h m o s t n o k i a p h o n e s n o w p a c k i n g c a m e r a s , o r g a n i z e r s a n d e m a i l , t h i s

n i f t y gadge t w i l l come i n hand y f o r mor e t han j us t

t a l k i n g . A n d b e c a u s e i t ' s s m a l l , y o u c a n p a c k i t i n y o u r b a g a n d f o r g e t

abou t i t - un t i l you r un ou t o f j u i ce .

30


31/62

2.CONNECTIVITY:

G e t a g r e a t s i g n a l a t h o m e - w i t h o u t l e a n i n g o u t o f t h e w i n d o w - t h a n k s

t o t he Vodaf one acces s ga t eway .

T h e g a t e w a y s i m p l y p l u g s i n t o y o u r b r o a d b a n d l i n e , b o o s t i n g y o u r 3 g

s i gna l r i gh t t h r ough your home . I t ' s a l s o s ma l l , s o you ' l l ha r d l y no t i ce i t ' s

t he r e . Want t o s ha r e your s i gna l w i t h f r i ends and f a mi l y?

I f t h e y ' r e o n V o d a f o n e y o u c a n - u p t o f o u r p e o p l e c a n u s e t h e g a t e w a y a t

o n c e .

V o d a f o n e a c c e s s g a t e w a y w o r k s w i t h a n y 3 g p h o n e . Y o u ' l l a l s o n e e d a

home b r oadband l i ne , w i t h a mi n i mum s peed o f 1mbps .

T h e V o d a f o n e a c c e s s g a t e w a y i s a l s o a v a i l a b l e f r o m j u s t 2 9 0 R S a m o n t h

w it h s el ec t p ay m on th ly o ffe rs ; p le as e p op i nt o a s to re f or m or e

i n f o r mat i on .

31


32/62

3.HEADSETS & HEADPHONES:

G e t a g r e a t s i g n a l a t h o m e - w i t h o u t l e a n i n g o u t o f t h e w i n d o w - t h a n k s

t o t he Vodaf one acces s ga t eway .

T h e g a t e w a y s i m p l y p l u g s i n t o y o u r b r o a d b a n d l i n e , b o o s t i n g y o u r 3 g

s i gna l r i gh t t h r ough your home . I t ' s a l s o s ma l l , s o you ' l l ha r d l y no t i ce i t ' s

t he r e . Want t o s ha r e your s i gna l w i t h f r i ends and f a mi l y?

I f t h e y ' r e o n V o d a f o n e y o u c a n - u p t o f o u r p e o p l e c a n u s e t h e g a t e w a y a t

o n c e .

V o d a f o n e a c c e s s g a t e w a y w o r k s w i t h a n y 3 g p h o n e . Y o u ' l l a l s o n e e d a

home b r oadband l i ne , w i t h a mi n i mum s peed o f 1mbps .

T h e V o d a f o n e a c c e s s g a t e w a y i s a l s o a v a i l a b l e f r o m j u s t 2 9 0 a m o n t h

w it h s el ec t p ay m on th ly o ffe rs ; p le as e p op i nt o a s to re f or m or e

i n f o r mat i on .

32


33/62

4.FLEX ARM CRADLE:

T al k i n y ou r c ar - w hi le y ou r h an ds s ta y f ir ml y o n t he w he el . T he

Vodaf one ca r c r ad l e i s des i gned f o r any hands e t . J us t a t t ach t he

s u c t i o n c a p t o y o u r w i n d s c r e e n , o r c l i p t h e c r a d l e t o y o u r a i r - v e n t . N o

mes s . No t oo l s . No has s l e .

O n c e t h e c r a d l e ' s a t t a c h e d , t w i s t t h e b e n d y a r m f o r t h e p e r f e c t p o s i t i o n .

I t ' s a s e a s y a s t h a t . S i m p l e a n d s a f e , t h e m u s t - h a v e a c c e s s o r y i s , a t j u s t

567 RS , ve r y a f f o r dab l e t oo .

33


34/62

5.MEMORY CARDS:

W h e n y o u n e e d t o p a c k e v e n m o r e i n t o y o u r p h o n e , c h o o s e t h e s a n d i s k 4

G B m i c r o s d m e m o r y c a r d . I t h a s t h e s a m e d i m e n s i o n s a s t h e 2 G B c a r d ,

b u t l e t s yo u ca r r y l oa ds mor e tu ne s an d p ho t os .

Wi t h s pace f o r up t o 1 ,000 t r acks , t he r e ' s enough r oom i n t h i s t i ny dev i ce

f o r a l l y o u r f a v o u r i t e s . Y o u c a n a l s o s t o r e , v i e w o r t r a n s f e r p h o t o s a n d

v i deo c l i ps - s a f e l y and eas i l y .

S l i m , p o w e r f u l a n d u l t r a c o m p a t i b l e , t h e 4 G B m i c r o s d m e m o r y c a r d i s

t he i dea l compan i on f o r your phone .

34


35/62

SERVICES:

V o da fo ne s n ew t el ec om s m an ag em en t s er vic e - s i mp li fy in g t he

management o f f i xed and mobi l e t e l ecoms s e r v i ces .

V o d a f o n e G l o b a l E n t e r p ri s e - T h e d i v i s i o n o f V o d a f o n e w h i c h m a n a g e s

t he c om mu ni ca ti on s n ee ds o f t he l ar ge st m ul ti na ti on al c om pa ni es

w o r l d w i d e a n n o u n c e s t h e l a u n c h o f V o d a f o n e t e l e c o m s m a n a g e m e n t , a

n e w s e r v i c e w h i c h c o m b i n e s a n d s i m p l i f i e s t h e m a n a g e m e n t o f f i x e d a n d

mobi l e t e l ecoms .

V o da fo n e t el ec o ms m an a ge me n t i s a f ul ly h o st ed s e rv ic e d e si gn e d t o

r emove t he ope r a t i ona l compl ex i t y o f manag i ng t he t e l ecoms env i r onment

f o r mul t i na t i ona l bus i nes s es .

U n d e r p i n ne d b y V o d a f o n e s g l o b a l s u p p o r t a n d s e r v i c e l e v e l a g r e e m e nt s ,

t h e s e rv i c e w i ll g i ve m u lt i na t io n a ls g r e at e r v i si b il i ty a n d m a n ag e m en t

con t r o l ove r t he i r t e l ecoms expend i t u r e , a s we l l a s i mpr ove t he qua l i t y o f s e r v i ce de l i ve r ed t o empl oyees .

T h e o f f e r i n g w i l l a l s o d e l i v e r a s i n g l e , o n l i n e m a n a g e m e n t v i e w o f b o t h

t h e i r f i x e d a n d m o b i l e t e l e c o m s s e r v i ce s . V o d a f o n e c o n s u l t a n t s w i l l w o r k

w i t h c u s t o m e r s t o a s s e s s a n d s c o p e t h e i r c u r r e n t t e l e c o m s v e n d o r s a n d

s er vi ce s, t he n d ev el op a m an ag em en t p la n a im ed t o d el iv er g re at er

e f f i c i ency and r educe cos t s .

35
http://enterprise.vodafone.com/http://enterprise.vodafone.com/


36/62

ADDITIONAL KEY FEATURES INCLUDE:

A s i ng l e on l i ne v i ew o f s pend ac r os s a l l t e l ecoms p r o v i de r s

Ful l v i s i b i l i t y o f t e l ecoms as s e t s s uch as mob i l e and f i xed de v i ces

Abi l i t y t o con t r o l and manage mobi l e dev i ces

Capab i l i t y t o s ecur e , l ock and r emot e l y wi pe mobi l e dev i ces

V i si b i li t y o f t e le c o ms v e n d or c o n tr a c ts a n d t h e c u r re n t c o n tr a c t

s t a t us

T h e o n l i n e m a n a g e m e n t p o r t a l i s t a i l o r e d t o e a c h o r g a n i z a t i o n t o e n s u r e

t ha t i t i n t e r f aces w i t h t he i r ex i s t i ng company p r oces s es . For exampl e , t he

s e r v i c e p r o v i d e s a n e m p l o y e e s e l f - s e r v i c e p o r t a l , e n a b l i n g e m p l o y e e s t oo r de r n e w m o bi le d e vi ce s a n d u p da te t h ei r p r of il es . T h e p ro c es s o f

o r d e r i n g a d e v i c e a n d t h e t y p e o f d e v i c e t h a t a n e m p l o y e e i s a l l o w e d t o

o rd er w il l b e i n l in e w it h e ac h c om pa ny s s et a pp ro va l g ui de li ne s,

p o l i c i e s an d wo rk f lo ws .

I n t h i s t o u g h e c o n o m ic e n v i r o n me n t o u r c u s t o m e rs a r e u r g e n t ly s e e k i n g

w a y s t o r e d uc e c o st a n d s i mp l if y t h ei r p r o ce s s es , s a id N i c k J e f f er y ,

d i r ec t o r, V o d af o n e g l o ba l e n t er p r is e . V e ry f e w g l ob a l o r g an i z at i on s

h a v e a c o m p l e t e a n d a c c u r a t e v i e w o f t h e i r f i x e d a n d m o b i l e t e l e c o m s

l ands cape . Our t e l ecoms management s e r v i ce has been deve l oped i n d i r ec t

r e s pons e t o t h i s need .

INTERNET:

36


37/62

MOBILE BROADBAND:

MOBILE BROADBAND VIA YOUR PHONE

F e e l t h e f r e e d om . U s e t h e i n t e rn e t y o u r w a y w i th f u ll a c c es s t o V O IP

s e r v i ces l i ke SKYPE, and pe e r t o pee r s e r v i ces l i ke f i l e s ha r i ng .

W i t h m o b i l e b r o a d b a n d v i a y o u r p h o n e , y o u g e t a w h o p p i n g 5 G B e a c h

m o n th . S i m p l y u s e y o u r p h o n e a s n o r m a l a n d i f y o u h a v e a 3 g p h o n e ,

connec t i t t o your l ap t op t o t u r n your phone i n t o a b r oadband modem.

B e f o r e y o u g e t s t a r t e d , y o u m i g h t n e e d t o m a k e a f e w c h a n g e s t o y o u r

p h on e s s e t t i ng s y ou r u se r m anu a l w i l l h av e a l l th e de ta i l s .

Add mobi l e b r oadband v i a your phone f o r 20 a mon t h

5gb a mont h i dea l f o r b i g downl oads

V O IP a n d p e e r t o p e e r s e r vi c e s g e t f u l l a c c e ss t o S K Y PE , f i l e

s ha r i ng and l o t s mor e

O n e p l a n f o r e v e r y th i n g y o u d o n t n e e d a s e p ar a te U S B m o d e m

dev i ce . J us t u s e your phone i ns t ead

HOMEBROADBAND:

37


38/62

V o da fo n e h o me b ro a db a nd g iv e s y o u h ig h -s p ee d i nt er ne t a cc e ss a n d

i nc l us i ve any t i me l and l i ne ca l l s f o r j u s t 812 RS a mont h .

W i th n o h i d de n c a tc h e s, o u r c u s t o me r s s a y i t s b e t t er v a lu e t h a n t h e i r

p r e v i ou s h ome b r oa db an d pa ck ag e .

Super f a s t b r oadband connec t i on ( up t o 8mb) wi t h un l i mi t ed us age

I nc l us i ve ca l l s t o UK l and l i nes any t i me

25% of f ca l l s t o UK mobi l e s

Fr ee UK- bas ed t e l ephone s uppor t 24 / 7

Br oadband modem and mi c r o f i l t e r s i nc l uded

Al l f o r j u s t 812 Rs pe r mon t h .

We r e s o conf i den t Vodaf one a t home i s be t t e r va l ue f o r money t han your

c ur re nt b ro ad ba nd p ac ka ge , w e ll g iv e y ou a 3 0- da y m on ey b ac k

gua r an t ee . Ca l l u s t o f i nd ou t mor e .

C o s t s s h o w n i n c l u d e v a t a t 1 7 . 5 % . D o n ' t w o r r y ; y o u ' l l o n l y b e c h a r g e d

va t a t 15% - wh i l e t ha t r a t e r emai ns .

PRI CI NG STRATEGI ES :

38


39/62

A: MONTHLY PRI CE PLANS

B: PAY AS YOU DO PLANS

C: CALL CHARGES WHI LE GOI NG ABROAD

D: PAY MONTHLY CALL CHARGES

E: BUSI NESS CALL CHARGES

MARKET SHARE OF MOBILE OPERATORS IN INDIA:2002-

2008

39


40/62

VODAFONE TOPS THE LIST IN THIS CATEGORY

40


41/62

ABOUT THE MOST POPULAR VODAF ONE ZOO-

ZOOS:

SOME INTERESTING FACTS ABOUT ZOOZOOS:

O n f ir st l oo k, t he se Zo o Z oo s i n V od af on e T V a ds m ay r es em bl e

a n i m a t e d c a r t o o n c h a r a c t e r s w i t h a n a l i e n l o o k o r s i m p l y a s t u p i d e g g -

h e a d c h a r a c t e r w i t h d i s p r o p o r t io n a l w h i t e b o d i e s a n d b l a c k d o t s f o r e y e s

a nd mou th .

B u t t h e i n t e r e s t i n g p a r t i s t h a t Z o o Z o o s a r e n o t a n i m a t e d c h a r a c t e rs b u t

a r e a c t u a l l y s l i m w o m e n a c t o r s f r o m l o c a l M u m b a i t h e a t r e s , d r e s s e d i n

whi t e cos t umes t ha t a r e s t u f f ed wi t h f oam t o por t r ay t he ch a r ac t e r s .

T h e s e c h a r a c t e r s a r e n a m e d Z o o Z o o s , a n d a r e c r e a t e d b y O & M . T h e s e

a ds w er e d ir ec te d b y P ra ka sh V ar ma a nd w er e l au nc he d d ur in g t he

ongo i ng I PL 2 s e r i e s .

41
http://www.thehindubusinessline.com/2009/05/01/images/2009050150721301.jpg


42/62

T h e y a r e h u m a n b e i n g s w h o w e r e m a d e t o w e a r b o d y s u i t s . t h e d e s i g n o f

t h e c h a r a c t e r s i s s u c h t h a t o n e g e t s f o o l e d i n t o t h i n k i n g i t i s a n i m a t i o n ,

s h r ugs Rao , wh i ch was i ndeed t he ve r y i l l u s i on t ha t had t o be c r ea t ed . i n

a s e n s e , i t i s l i v e a n i m a t io n ! H e q u i p s , r e f e r ri n g t o t h e f a c t t h a t i t w a s

a l l s ho t l i ve .

T o c r e a t e l a r g e h e a d s t h e y u s e d a m a t e r i a l c a l l e d P e r s p e x , w h i c h w a s

a g a i n s t u f f e d w i t h f o a m . A l s o , t h e y c a s t e d o n l y w o m e n a n d c h i l d r e n t o

p l ay th e zo o zo os so t ha t t he t h i n ha nd s an d l eg s mad e t he h ea ds lo ok

e v e n b i g g e r .

42


43/62

SPONSORSHIP

VODAFONES PARTNERSHIP WITH MCLAREN MERCEDES

SER IES :

A s t i t l e s p o n s o r a n d o f f i c i a l m o b i l e p a r t n e r o f t h e V o d a f o n e M c l a r e n

Mer cedes t eam, Vodaf on e i s r a i s i ng i t s a s s oc i a t i on wi t h For mul a 1 t o t he

u l t i m a te l e v e l . W e h a v e c o m m i tt e d t o a l o n g - t e rm a g r e e m e nt , s t a r ti n g i n

2 0 0 7 .

T h e s p o ns o rs h ip d e m on s t ra t e s V o d af o n e s o n g oi n g c o m mi t me n t t o t h e

F or mu la 1 w or ld c ha mp io ns hi p, a s po rt w hi ch c on ti nu es t o d el iv er m a s s i v e g l o b a l t e l e v i s i o n c o v e r a g e a n d w h i c h h a s s i g n i f i c a n t a p p e a l f o r

Vodaf one s cons umer and bus i nes s cus t omer s a r ound t he wor l d .

T he t it le s po ns or sh ip i nc lu di ng t he t ea m n am e Vo da fo ne M cl ar en

M e rc e de s a n d of fi ci al m ob i le p a rt ne r o f t he t ea m g iv e s V o da fo n e;

d o m i n a n t t i t l e s p o n s o r s h i p b r a n d i n g o n t h e c a r s , d r i v e r s ' a n d p i t c r e w s '

ove r a l l s and he l me t s .

A s w e e nt e r i nt o t hi s e xc i ti ng n e w p a rt n er sh i p t he a ss oc ia t i v e r ig h ts

a c q ui r e d p r o v i d e u n i q u e o p p or t un i ti e s t h at w i ll c o n ti n u e t o r a is e b r a nd

a w a re n e ss t h r ou g h t h e t e a m n a me a n d b r a nd i n g. T h e t e a m p a r t n er s h ip

d e l iv e r s a p o w er f ul i n te g r at e d m a rk e t in g p l a tf o r m t h ro u g h a d v er t is i ng ,

h o s pi t al i ty , m o b il e c o n te n t , h a n ds e t o f fe r s a n d p r o mo t io n s a n d t h r ou g h

i n no v at iv e a c ti va ti o n w il l e n co u ra g e p re fe re n ce a n d l oy a lt y a mo n gs t

Vodaf one s cus t omer s .

43


44/62


45/62

VODAFONE TIE-UP WITH RADIO CHANNEL FEVER 104:

V o d a f o n e t i e d u p w i t h R a d i o c h a n n e l F E V E R 1 0 4 w h e r e i n t h e c h a n n e l

p r o v i de s w i t h cas h p r i zes o f u p t o 1 l a kh o r mor e whi ch i s a no th e r

p r o mo t i o n s t r a t eg y ad op te d b y Vo da fo ne whi ch was a suc ce s s .

VODAFONE SPONSOR OF ENGLAND CRICKET TEAM:

A s o u r s p o n s o rs h i p o f t h e E n g l a n d c r i c k e t t e a m c o m e s t o a c l o s e , w e v e

g o t a n i mp re s si ve l in e u p t o c e l eb r at e t h e 1 2 t h a nd f in al y e ar o f t he

p a r tn e r s h ip . Th i s s ummer En g la nd w i l l o nc e ag a i n em ba rk on t h e qu es t

f o r v i c t o r y i n t h e u l t i m a t e t e s t o f a n y E n g l a n d c r i c k e t e r a s t h e y t a k e o n

A u s tr a li a i n t h e N p o w e r a s h e s s e r i e s; a n d a s a V o d af o n e c u s t o me r , y o u

can be wi t h us t he who l e way .

VODAFONE SOUNDBITES

V o d a f o n e s o u n d b i t e s e x p l o r e e v e r y a s p e c t o f t h e g l o b a l m u s i c s c e n e .

F e a t u r i n g i n t e r n a t i o n a l a r t i s t s i n t e r v i e w s a t g i g s a n d f e s t i v a l s , b a n d s

f a n t a s y g r o u p l i n e - u p s , p r e - s h o w r i t u a l s a n d p e r f o r m e r s d e s c r i b i n g t h e i r

f i r s t t i m e o n s t a g e , t h e p r o g r a mm e b r i n g s a n a u t h e n ti c b e h i n d t h e s c e n e s

i ns i gh t i n t o t he wor l d o f mus i c .

V od af on e s ou nd b it e s i s a va il a bl e o n t v, v ia a w eb si te ( www.mt v-

vodaf ones oundb i t e s . com ) an d o n mo bi le (w ap .mtv -

v o d a f o n e s o u n d b i t e s . c o m ) a s a s e r i e s o f t w e n t y o n e , t h r e e m i n u t e s h o w s .

T h e w e bs it e a n d m ob il e s e rv ic e c a rr y a d di ti o na l f oo ta g e, a s w e ll a s

ed i t o r i a l and news e l emen t s .

45
http://www.mtv-vodafonesoundbites.com/http://www.mtv-vodafonesoundbites.com/http://www.mtv-vodafonesoundbites.com/http://www.mtv-vodafonesoundbites.com/


46/62

U n iq u el y t h e p r og ra m me i s a v ai la b le i n s ev e n l an g ua g es o n M T V i n

G e r m a n y , H u n g a r y , t h e N e t h e r l a n d s , P o r t u g a l , R o m a n i a , S p a i n , T u r k e y ,

t h e U K a n d I r e l a n d , A u s t r a l i a , N e w Z e a l a n d a n d o n t h e m t v E u r o p e a n

f eed , cove r i ng s i x t een coun t r i e s !

46


47/62

EFFORTS TAKEN TO BOOST SALES BY VODAFONE

(THE ZOO ZOO SERIES):

Vodaf one s n e w s e ri e s o f a d v er t is e me n t s f e a tu r e l o v ab l e w h it e , l a r ge -h e a d e d c r e a t u r e s t h a t h a v e a t t r a c t e d m o r e t h a n 2 8 , 5 0 0 f a n s o n f a c e b o o k .

T h e y a r e s o c u t e , t h e y r e m i n d m e o f C a s p e r w h o w a s m y f a v o u r i t e

ca r t oon .

But f o r a l l t hos e who t h i nk t he z o o z o o s a r e an i ma t ed , he r e s t he s hocker :

t hey a r e r ea l peop l e i n cos t ume .

Ra j i v Rao , Execu t i ve Cr ea t i ve Di r ec t o r ( Sou t h As i a ) o f Og i l vy & Mat he r ,

t h e a g e n c y t h a t h a n d l e s V o d a f o n e a d v e r t i s e m e n t s , s a i d : w e w a n t e d t o

make r ea l peop l e l ook as an i ma t ed a s pos s i b l e .

B a n g a l o r e - b a s e d n i r v a n a f i l m s s h o t t h e a d s i n C a p e T o w n , S o u t h A f r i c a ,

j u s t i n t i me fo r IPL . Sa id P ra ka s h V er ma , n i rv an a s ow ne r

47
http://mtaram.wordpress.com/2009/05/03/here-come-the-zoozoos/www.vodafone.in/http://www.hindustantimes.com/StoryPage/StoryPage.aspx?sectionName=HomePage&id=64fbe65a-7dee-4fda-9c00-ee8a0289df79&Headline=Here+come+the+Zoozooshttp://www.thehindubusinessline.com/2009/05/01/images/2009050150721301.jpghttp://mtaram.wordpress.com/2009/05/03/here-come-the-zoozoos/www.vodafone.in/http://www.hindustantimes.com/StoryPage/StoryPage.aspx?sectionName=HomePage&id=64fbe65a-7dee-4fda-9c00-ee8a0289df79&Headline=Here+come+the+Zoozoos


48/62

and d i r ec t o r o f t he zoozoo campa i gn : our ac t o r s wer e s ma l l - bod i ed , t h i n

w o me n c o ve re d i n l ay e rs o f w hi te f a br ic . E a ch f ac ia l e x pr es si on w a s

made o f r ubber and pas t ed on t he ac t o r s .

I n a b o u t 1 0 d a y s , O & M c o m p l e t e d t h e c a m p a i g n s h o o t i n g t w o - t h r e e f i l m s

a d a y , e a c h s e l l i n g a p r o d u c t o r a s e r v i c e o f f e r e d b y Vodaf one . A d o z en

mor e f i l ms a r e expec t ed a s t he l eague p r ogr es s es .

T h e c h a r a c t e r s , w h i c h l o o k l i k e d i s t a n t c o u s i n s o f t h e P i l l s b u r y d o u g h

b o y , w er e e na c t ed b y p r o f e ss i on a l ba l l e t a r t i s t s i n wh i t e bo dy s u i t s .

W h a t m a k e s t h e m s o e n d e a r i n g i s t h a t t h e y a r e i n n o c e n t p e o p l e l i v i n g i n

a s i m p l e w o r l d u n l i k e o u r s , w h o l a u g h l o u d w h e n t h e y l a u g h . A n d w h o

s e e m t o b e i n a n i n - b e t w e e n w o r l d o f a n i m a t i o n a n d r e a l i t y , s a i d M r .

Ra j i v Rao , execu t i ve c r ea t i ve d i r ec t o r , O&M.

A f il m s h o t a t 2 0 f ra me s p e r s e c on d m ad e t h e z o o z o o s m o v em e nt s

h u r r i e d a n d c o m i c a l . O f t h e 2 9 d i f f e r e n t z o o z o o a d s c r e a t e d f o r t h e I P L ,

t he r e w i l l be a new one eve r yday .

48
http://vodafone.in/http://vodafone.in/


49/62

CUSTOMER RELATIONSHIP MANAGEMENT

VODAFONE LAUNCHES PHONES FOR THE POOR

F r o m n o w o n w a r d s m i l l i o n s o f p e o p l e a l l t h r o u g h t h e w o r l d c o u l d a c c e s s

m o bi le p h on e s f or t he f ir s t t im e w it h t he r el ea se o f V od a fo n e s f ir s t

u l tr a- c he a p o wn - br an d ed p h on es . I t i s s a id b y t he c o mp a ny t ha t t he se

p h on es a re c hea p e no ug h f o r p oo r p eo p l e t o h av e . P lu s t h e Vo da fo ne 1 25

a n d 2 2 5 , r e l e a se d r e c en t ly , a r e a i m e d a t e x p an d i ng t h e a v a i l ab i li t y o f

a f f o r dab l e mobi l e phones i n i nc r eas i ng mar ke t s .

T he m ob il e p ho ne s h av e b ee n p ro du ce d fo r V od af on e b y C hin es e

m a nu fa c tu re r Z TE C o rp o ra ti on - t he f ir st h a nd se t s r es ul t i ng f ro m a n

a g r e e m e n t b e t w e e n t h e t w o c o m p a n i e s a n n o u n c e d i n D e c e m b e r. T h e y w i l l

c o m e i n t o v i e w f i r s t o n V o d a f o n e n e t w o r ks i n E g y p t , R o m a n i a a n d S o u t h

A f r i c a . T h e V o d a f o n e 1 2 5 a n d 2 2 5 a r e r e p o r t e d t o b e c o n s i s t i n g w i t h a

s i m i l ar s e t o f b a s i c f e a t u r e s , a l t h o u g h t h e 1 2 5 h a s a m o n o c h r o m e d i s p l a y

wher eas t he 225 s d i s p l ay i s co l our .

V o d a f o n e i s a l s o p l a n n i n g t o o p e n a c c e s s t o m o b i l e s e r v i c e s f o r m o r ep eo p l e i n c ou n t r i e s whe re mob i le ne tw or ks a r e th e mo s t v ia b l e a nd co s t -

e f f ec t iv e c o m mu n i ca t io n s s e rv i c e a v a i l ab l e . T h e p h o ne s a r e s a id t o b e

comi ng wi t h t he p r i ce t ag o f a r ound 1200- 2500 .

49


50/62

IN T RO D UC T IO N O F I PH ON E 1 O F T H E B IG G ES T E V EN T

IN THE HISTORY OF INDIAN TELECOM:

W e a r e d e l i g h t e d t o a n n o u n c e t h a t t h e i p h o n e 3 g w i l l b e a v a i l a b l e i nI n d ia f r o m a u g u st 2 2 , 2 0 0 8 . I t w i ll b e a v a i l ab l e i n 8 g b & 1 6 g b m o d e ls ,

p r i ce d a t Rs 3 1 ,00 0 an d Rs 36 ,1 00 r e s p ec t i v e l y .

A n d t h i s i s j u s t t h e c o s t o f a p p le h a rd w a re - y o u w i l l h a v e t o p a y e x tr a

f o r d a t a a n d v o i ce p l an s . A i r t e l w i l l a l s o i n t r o d u c e i p h o n e o n t h e s ame

da t e b u t I d on t t h i n k i f a n ip h on e 3 g i s wor th th a t k in d o f mo ne y .

50
http://www.labnol.org/gadgets/iphone-3g-tariff-plans-of-vodafone-india/4269/http://www.labnol.org/india/interesting/airtel-india-launch-date-iphone-3g/4142/http://www.labnol.org/india/interesting/airtel-india-launch-date-iphone-3g/4142/http://www.labnol.org/gadgets/iphone-3g-tariff-plans-of-vodafone-india/4269/http://www.labnol.org/india/interesting/airtel-india-launch-date-iphone-3g/4142/http://www.labnol.org/india/interesting/airtel-india-launch-date-iphone-3g/4142/


51/62

N ow t ha t Vo da fo n e o f f i c i a l l y a nn ou n ced th e p r i c e o f i ph on e , a l o c a l r e p .

S h a re d d e ta i ls a b o ut t h e d i f fe r e nt t a r if f p l an s a v a il a b le f o r V o d af o n e

cus t omer s o f i phone i n I nd i a .

U n l i k e b l a c k b e r r y , V o d a f o n e o f f e r s n o " u n l i m i t e d d a t a " p l a n f o r i p h o n e

u s er s. T ha t m ea n s i f y o u e x ha u st y o ur m on t hl y d a ta u s ag e l im it , b e

p r e pa r e d t o s he l l ou t a n e x t ra Rs 5 p e r mb o f d a t a ex ch an ge d .

The mont h l y r en t f o r i phone wi l l r ange f r om Rs 500 t o Rs 1000 depend i ng

o n y o u r i n t e r n e t r e q u i r e m e n t s . T h e l o w e r p l a n w i l l p r o v i d e y o u w i t h 5 0

m b o f f r e e d a t a u s a g e w h i l e t h e u p p e r 1 0 0 0 p l a n p r o v i d e s 6 0 0 m b o f d a t a

us age .

The above p l ans a r e f o r cus t omer s w i t h a pos t pa i d connec t i on .

I f y o u w a n t t o g o f o r a p r e p a i d i p h o n e c o n n e c t i o n , t h e r e s a i p h o n e d a t a

c a r d a v a i l a b l e f o r a m o n t h l y r e n t o f R s 1 0 0 b u t w i t h o u t a n y f r e e d a t a

us age .

T h e s m s a n d l o c al / s t d c a l l c h a r g e s o n i p h o n e w i l l m o r e o r l e s s b e t h e

s ame as ex i s t i ng t a r i f f s o f f e r ed by Vodaf one .

L e t s d o s o m e m a t h s . I f y o u a r e h e a v y w e b u s e r , t h e o v e r a l l c o s t w o u l d

w o r k s o m e t h i n g l i k e t h i s - R s 3 6 0 0 0 ( f o r h a n d s e t ) + R s 1 2 0 0 0 ( y e a r l y

r en t ) + ca l l cha r ges + ex t r a da t a cha r g es + t axes .

Con t r as t t ha t w i t h a b l ackber r y cu r ve f r om a i r t e l - Rs 23000 ( f o r heads e t )

+ Rs 6000 ( yea r l y r en t w i t h un l i mi t ed da t a ) + ca l l cha r ges + t axes .

51
http://www.labnol.org/gadgets/vodafone-india-iphone-3g-price/4267/http://www.labnol.org/india/interesting/buy-iphone-in-india-from-wipro-hcl/700/http://www.labnol.org/gadgets/vodafone-india-iphone-3g-price/4267/http://www.labnol.org/india/interesting/buy-iphone-in-india-from-wipro-hcl/700/


52/62

VODAFONES TIE-UP WITH B.E.S .T & RAILWAYS:

A s a p a r t o f t h e c u s t o m e r r e l a t i o n s h i p m a n a g e m e n t V o d a f o n e c a m e o u t

w i t h a u n i q u e p l a n o f p r o v i d i n g i t s c u s t o m e r s w i t h u t m o s t e a s e o f p a y i n g

t h e i r b i l l s o n t h e r a i l w a y p l a t f o r m s & i n t h e b u s e s . T h e c u s t o m e r s w e r e

h a v e t o v i s i t t h e r e s p e c t i v e c e n t r e s o f t h e i r a r e a t o p a y t h e b i l l s w h i c h

w a s t i m e c o n s u m i n g & r e q u i r e d s o m e e f f o r t . B e c a u s e o f t h e i n i t i a t i v e

t a k e n b y V o d a f o n e p o s t p a i d c u s t o m e rs a r e v e r y m u c h r e l a x e d t h a t t h e y d o

no t have t o v i s i t t he r e s pec t i ve ce n t r e s t o make t he payment .

52


53/62

COMPARISN BETWEEN VODAFONE & LOOP MOBILE

LOOP MOBILE:

Loop mobi l e s t r i ves f o r cus t omer s a t i s f ac t i on and bus i nes s s ucces s i n t he

t e l e c o m s e r v i c e f i e l d . A p a r t f r o m o f f e r i n g p r e p a i d , p o s t - p a i d , r o a m i n g ,

v o i c e s m s a n d p u s h m a i l s e r v i c e s i n t h e w i r e l e s s i n d u s t r y , t h i s mobi l e

s e rv ic e c o mp a ny a ls o p ro vi de s o th er v al ue s- ad de d s er vi ce s. T he

c o m m u n i c at i o n s s e r v i c e c o m p a n y g i v e s a n i t e m i ze d b i l l , w h i c h a d e t a i le d

b i l l i s a cc ou n t in g th e o u tg o i ng c a l l s , s ms , su bs c r i be d s e r v i ce s an d o th e r

s uch de t a i l s .

T h e c u s t o m e r o f t h e m o b i l e s e r v i c e c o m p a n y a l s o g e t s m i s s e d c a l l a l e r t s

t hr ou gh s ms a le rt s, w he n t he p ho ne i s s wi tc he d o ff o r i s o ut o f t he

c o v e r a g e a r e a / r a n g e . M o b i l e a n s w e r p h o n e s e r v i c e o r v o i c e m a i l s e r v i c e

i s ava i l ab l e f o r cus t omer s no t ab l e t o a t t end ca l l s , and i f ac t i va t ed a l l ows

t h e c a l l e r t o r e c o r d h i s / h e r m e s s a ge . C a l l c o n f e r en c i n g i s a l s o o f f e r e d b y

b p l co mmun ic a t io n , wh i ch a c on f e r e nce be tw ee n t w o o r mor e p e r so ns .

O t h e r s e r v i c e s s u c h a s c l i p , w h i c h i d e n t i f ie s t h e c a l l e r; p o p u l a r r o a m i n g ,

w h i c h a l l o w s s p e c i a l r o a m i n g w i t h o u t a n y d e p o s i t i n I n d i a a n d S T D / I S D

f a c i l i t y t o m a k e n a t i o n a l / i n t e r n a t i o n a l c a l l s a r e

VodafoneCustomerSatisfaction a Study

Documents

Transcript of VodafoneCustomerSatisfaction a Study