JAGANNATH INTERNATIONAL

MANAGEMENT SCHOOL
KALKAJI
REPORT On MARKET ANALYSIS AND SALES PROCESS

A REPORT SUBMITTED IN PARTIAL FULLFILLMENT OF THE REQUIREMENTS OF PGDM PROGRAM OF JIMS, DELHI SUBMITTED BY: MOHAMMAD ALI Roll No. 20/PGDM-2011(IB)/33 P.G.D.M (2011-2013) INTERNAL MENTOR DR. NEELAM TANDON MR.SANDEEPSHARMA (ASSOCIATE PROFFESOR) (BRANCH MANAGER) EXTERNALMENTOR

ACKNOWLEDGEMENT
I would like to express my profound gratitude towards the Matrix Cellular (International) Services for providing me with the opportunity to pursue my summer internship at its Jaipur Branch. The training has been one of enlightenment and immense learning. The project report carries with it a modest sense of achievement and the hard work of 45 days has borne fruit. I sincerely feel the credit of the project work could not be narrowed to only one individual. This work is an integrated effort of all those concerned with it, it would have been quite difficult without their direct and indirect co-operation. I wish to express my appreciation and gratitude to all concerned people. First and the foremost my intellectual debt is to Corporate Guide - Mr. Sandeep Sharma (Branch Manager, Jaipur) and Internal guide DR. Neelam Tandon (Associate Proffesor JIMS) who has contributed significantly towards the completion of the project. They have provided the guidelines on which this project was made. I am also thankful to all the people who have given their precious time and provided me with requisite data without which this project would have completed. I also thank them for giving their valuable suggestions during the entire period of project. The wonderful time spent at the Matrix Cellular Services would act as a beacon of light for my career in the future and will I will always cherished it. However, I accept the sole responsibility for any errors of omission and commission.

Mohammad Ali Roll No. -20 Enrollment No: 20/PGDM-2011(IB)/33

TABLE OF CONTENTS

Chapter No. CH.01 CH.02 2.1 CH.03 CH.04 4.1 4.2 CH.05 CH.06 CH.07 CH.08 CH.09 CH.10 CH.11

Topic EXECUTIVE SUMMARY INTRODUCTION TO INDUSTRY INTRODUCTION TO ORGANISATION OBJECTIVE OF THE STUDY RESEARCH METHODLOGY DATA COLLECTION METHOD LIMITATION OF STUDY DATA ANALYSIS AND INTERPRETATION FINDINGS AND INFRENCES SWOT ANALYSIS OF COMPANY CONCLUSION RECOMMENDATION AND SUUGESTION BIBLOGRAPHY ANNEXURE 3

Page No. 04 06 28 34 36 37 38 39 54 57 59 61 63 65

CHAPTER.1 EXECUTIVE SUMMARY

EXECUTIVE SUMMARY
As the world and business is growing, the ways to market your product is also growing. Today in almost each and every industry, people in the top management hire marketing managers to device new ways of marketing the product and selling the product. In recent years, one of the most famous ways that have outcome is telemarketing which is also known as telesales in various countries; Telemarketing is a method of direct marketing in which a sales person solicit to prospective customers to buy products and services, either over the phone or through a subsequent face to face or Web conferencing appointment scheduled during the call. Telemarketing can also include recorded sales pitches programmed to be played over the phone via automatic dialling. Telemarketing has come under fire in recent years, being viewed as annoyance by many. Customer segmentation is the practice of dividing a customer base into groups of individuals that are similar in specific ways relevant to marketing, such as gender, age, interest, spending habits and so on. Using segmentation allows companies to target groups effectively, and allocate marketing resource to best effect. According to an article by Jill griffin for Cisco System, traditional segmentation focuses on identifying customer groups based on demographics attributes such as attitude and psychological profiles. Value based segmentation, on the other hand looks at groups of customers in terms of revenue they generate and the costs of establishing and maintaining relationships with them. If we know customer well enough beforehand and we know the traits and characteristics he exhibits , we can drive the need that he has, which is also called profiling.Usually the main goal of customer profiling is to categorize the traits and characteristics of current customers, to identify characteristics of good and bad customers. Incorporating customer profile into strategic thinking can help revitalize a struggling business or lead an already successful enterprise into new and profitable territory. If we can somehow profile the potential customer based on their specific traits, we can use the information we have for better marketing purposes. Started in 1995, Matrix Cellular Services is a Delhi based company providing services include international SIM cards, 3G Data cards for use in abroad. One of the ways Matrix cellular services do its marketing is telemarketing, by calling the potential customers and making them aware of the services that Matrix cellular services provide.

CHAPTER.2 INTRODUCTION TO TELECOMMUNICATION INDUSTRY

INTRODUCTION TO TELECOMMUNICATION Telecommunication is the transmission of information, over significant distances, for the purpose of communication. In earlier times, telecommunications involved the use of visual signals, such as beacons, smoke, semaphore telegraphs, signal flags, and optical heliographs, or audio messages via coded drumbeats, lung-blown horns, or sent by loud whistles, for example. In the modern age of electricity and electronics, telecommunications now also includes the use of electrical devices such as telegraphs, telephones, and teletypes, the use of radio and microwave communications, as well as fiber optics and their associated electronics, plus the use of the orbiting satellites and the Internet. The first breakthrough into modern electrical telecommunications came with the push to fully develop the telegraph starting in the 1830s. The use of these electrical means of communications exploded into use on all of the continents of the world during the 19th century, and these also connected the continents via cables on the floors of the ocean. The use of the first three popular systems of electrical telecommunications, the telegraph, telephone and teletype, all required the use of conducting metal wires. A revolution in wireless telecommunications began in the first decade of the 20th century, with Guglielmo Marconi winning the Nobel Prize in Physics in 1909 for his pioneering developments in wireless radio communications. Other highly notable pioneering inventors and
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developers in the field of electrical and electronic telecommunications include Charles Wheatstone and Samuel Morse (telegraph), Alexander Graham Bell (telephone), Nikola Tesla, Edwin Armstrong, and Lee de Forest (radio), as well as John Logie Baird and Philo Farnsworth (television). Telecommunications play an important role in the world economy and the worldwide telecommunication industry's revenue was estimated to be $3.85 trillion in 2008.[1] The service revenue of the global telecommunications industry was estimated to be $1.7 trillion in 2008, and is expected to touch $2.7 trillion by 2013.[1] History Early telecommunications

A replica of one of Chappe's semaphore towers in Nalbach

During the Middle Ages, chains of beacons were commonly used on hilltops as a means of relaying a signal. Beacon chains suffered the drawback that they could only pass a single bit of information, so the meaning of the message such as "the enemy has been sighted" had to be agreed upon in advance. One notable instance of their use was during the Spanish Armada, when a beacon chain relayed a signal from Plymouth to London that signaled the arrival of the Spanish warships.[2] In 1792, Claude Chappe, a French engineer, built the first fixed visual telegraphy system (or semaphore line) between Lille and Paris.[3] However semaphore systems suffered from the need for skilled operators and the expensive towers at intervals of ten to thirty kilometers (six to twenty miles). As a result of competition from the electrical telegraph, the last commercial semaphore line was abandoned in 1880.[4] The telegraph and the telephone The first commercial electrical telegraph was constructed by Sir Charles Wheatstone and Sir William Fothergill Cooke, and its use began on April 9, 1839. Both Wheatstone and Cooke viewed their device as "an improvement to the [already-existing, so-called] electromagnetic telegraph" not as a new device.[5] The businessman Samuel F.B. Morse and the physicist Joseph Henry of the United States developed their own, simpler version of the electrical telegraph, independently.
9

Morse

successfully

demonstrated this system on September 2, 1837. Morse's most important technical contribution to this telegraph was the rather simple and highly efficient Morse Code, which was an important advance over complicated Wheatstone's telegraph system. The communications efficiency of the Morse Code anticipated that of the Huffman code in digital communications by over 100 years, but Morse had developed his code purely empirically, unlike Huffman, who gave a detailed theoretical explanation of how his method worked. The first permanent transatlantic telegraph cable was successfully completed on 27 July 1866, allowing transatlantic electrical communication for the first time.[6] An earlier transatlantic cable had operated for a few months in 1859, and among other things, it carried messages of greeting back and forth between President James Buchanan of the United States and Queen Victoria of the United Kingdom. However, that transatlantic cable failed soon, and the project to lay a replacement line was delayed for five years by the American Civil War. Also, these transatlantic cables would have been completely incapable of carrying telephone calls even had the telephone already been invented. The first transatlantic telephone cable (which incorporated hundreds of electronic amplifiers) was not operational until 1956.[7]

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The conventional telephone now in use worldwide was first patented by Alexander Graham Bell in March 1876.[8] That first patent by Bell was the master patent of the telephone, from which all other patents for electric telephone devices and features flowed. Credit for the invention of the electric telephone has been frequently disputed, and new controversies over the issue have arisen from time-to-time. As with other great inventions such as radio, television, the light bulb, and the digital computer, there were several inventors who did pioneering experimental work on voice transmission over a wire, and then they improved on each other's ideas. However, the key innovators were Alexander Graham Bell and Gardiner Greene Hubbard, who created the first telephone company, the Bell Telephone Company of the United States, which later evolved into American Telephone & Telegraph (AT&T). The first commercial telephone services were set up in 1878 and 1879 on both sides of the Atlantic in the cities of New Haven, Connecticut, and London, England.[9][10] Radio and television In 1832, James Lindsay gave a classroom demonstration of wireless telegraphy via conductive water to his students. By 1854, he was able to demonstrate a transmission across the Firth of Tay from Dundee, Scotland, to Woodhaven, a distance of about two miles (3 km), again using water as the transmission medium. [11] In December 1901, Guglielmo Marconi established wireless communication between St. John's, Newfoundland and Poldhu,
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Cornwall (England), earning him the Nobel Prize in Physics for 1909, one which he shared with Karl Braun.[12] However small-scale radio communication had already been demonstrated in 1893 by Nikola Tesla in a presentation before the National Electric Light Association.
[13]

On March 25, 1925, John Logie Baird of England was able to demonstrate the transmission of moving pictures at the Selfridge's department store in London, England. Baird's system relied upon the fast-rotating Nipkow disk, and thus it became known as the mechanical television. It formed the basis of experimental broadcasts done by the British Broadcasting Corporation beginning September 30, 1929.[14] However, for most of the 20th century, television systems were designed around the cathode ray tube, invented by Karl Braun. The first version of such an electronic television to show promise was produced by Philo Farnsworth of the United States, and it was demonstrated to his family in Idaho on September 7, 1927.[15] Computer networks and the Internet On 11 September 1940, George Stibitz was able to transmit problems using teletype to his Complex Number Calculator in New York and receive the computed results back at Dartmouth College in New Hampshire.[16] This configuration of a centralized computer or mainframe computer with remote "dumb terminals" remained popular throughout the 1950s and into the 60's. However, it was not until the 1960s that researchers started to investigate packet switching a technology that allows chunks of data to be sent between different
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computers without first passing through a centralized mainframe. A four-node network emerged on December 5, 1969. This network soon became the ARPANET, which by 1981 would consist of 213 nodes.[17] ARPANET's development centred around the Request for Comment process and on 7 April 1969, RFC 1 was published. This process is important because ARPANET would eventually merge with other networks to form the Internet, and many of the communication protocols that the Internet relies upon today were specified through the Request for Comment process. In September 1981, RFC 791 introduced the Internet Protocol version 4 (IPv4) and RFC 793 introduced the Transmission Control Protocol (TCP) thus creating the TCP/IP protocol that much of the Internet relies upon today. However, not all important developments were made through the Request for Comment process. Two popular link protocols for local area networks (LANs) also appeared in the 1970s. A patent for the token ring protocol was filed by Olof Soderblom on October 29, 1974, and a paper on the Ethernet protocol was published by Robert Metcalfe and David Boggs in the July 1976 issue of Communications of the ACM.[18][19] The Ethernet protocol had been inspired by the ALOHA net protocol which had been developed by electrical engineering researchers at the University of Hawaii.

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TELECOMMUNICATION MARKET IN INDIA The Indian telecommunications Network with 250m telephone connections is the fifth largest in the world and is the second largest among the emerging economies of Asia. Today it is the fastest growing market in the world and represents unique opportunities for UK companies in the stagnant global scenario. Tele-density, which was languishing at 2% in 1999, has shown an impressive jump to 9.5% in 2006 and 10.5% in 2007 and is set to increase to 20% in the next five years beating the Govt. target by three years. Accordingly, India requires incremental investments of USD 20-25 bln for the next five years. Private operators have made mobile telephony the fastest growing (over 164% p.a.) in India. With more than 33 million users (both CDMA and GSM), wireless is the principal growth engine of the Indian telecom industry. Given the current growth trends, cellular connections in India will surpass fixed line by late 2004/early 2005. Intense competition between the four main private groups - Bharti, Vodafone, Tata and Reliance and with the State sector incumbentsBSNL and MTNL has brought about a significant drop in tariffs. There has been almost 74% in cell phone charges, 70% in ILD calls and 25% drop in NLD charges, resulting in a boom time for the consumers. The Government has played a key enabling role by deregulating and liberalising the industry, ushering in competition and paving the way for growth. While there were regulatory irregularities earlier, resulting in litigation, these have all been addressed now. Customs duties on
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hardware and mobile handsets have been reduced from 14 percent to 5 percent. The Indian government has merged the IT and Telecom Ministries to speed up reforms and decision on the Communication Convergence Bill to enable the common regulation of the Internet, broadcasting and telecoms will be taken after the new Government assumes responsibilities in may this year. An independent regulatory body (TRAI) and dispute settlement body (TDSAT) is fully functional. INDIAN CELLULAR MARKET The Bharti Group, which operates in 23 circles, continues to be the country's largest cellular operator, with 50 lakh subscribers. BSNL, which operates in 22 circles, has a subscriber base of 37 lakh subscribers. Thus BSNL stands second largest cellular operator in terms of subscriber base at the end of the fiscal ending March 31, 2009, displacing Vodafone from the second position. Vodafone, which operates in only eighteen circles, is the third largest operator with a subscriber base of 32 lakh. Unlike fellow public sector undertaking, MTNL, which operates in Mumbai and Jaipur, BSNL has been a very aggressive player in the market. "Cellular operators who expected BSNL to go the MTNL way, were taken by surprise and did not take effective steps to counter it, till it was too late in the day," said a telecom analyst. Belying fears of a slowdown in cellular subscriber acquisitions, the cell club has reported a 7.92% growth, the highest growth in any month so far, during March 2005. Year-on-year, the cellular subscriber base in the country has almost doubled in March 2005, and is expanding at the rate of 25% per year thereafter.
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The cellular subscriber club expanded by 21.31 lakh last month. This is much higher than 5.9 lakh subscribers added in February 2009 and 2.13 lakh in January 2009. Idea, which operates in Seven circles, is the fourth largest operator with a subscriber base of 17.80 lakh, higher than BPL's 11.31 lakh subscribers across four circles. The subscriber numbers per operator drop sharply with the sixth largest operator, Spice Communications, having a subscriber base of 9.40 lakh, followed by Reliance Telecom's 8.9 lakh subscribers. MTNL is the ninth largest operator, with a base of 8.32 lakh subscribers. While the subscriber base-jumped by 3.38% to 44.39 lakh in the metros, subscriber base of category A circles of Maharashtra, Gujarat, Andhra Pradesh, Karnataka and Tamil Nadu jumped by 10.18 % to reach 43.64 lakh. Category B circles of Kerala, Punjab, Haryana, Uttar Pradesh (West), Uttar Pradesh (East), Rajasthan, Madhya Pradesh and West Bengal recorded a jump of 10.69%, with a total base of 33.74 lakh subscribers. Circle C has reported 12.74 % growth with subscriber numbers jumping to 5.08 lakh. Among the metros, while Mumbai added 1,63,180 subscribers, higher than the 1,58,646 added by Jaipur, the Capital's cellular subscriber base of over 80 lakh is still higher than Mumbai's 66.89 lakh. While the cellular industry has been on roll for the first three quarters of the previous financial year with an average of 16.75 lakh monthly additions in the third quarter, the first two months of 2007 had seen the growth slowing down.

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INTERNATIONAL ROAMING In wireless telecommunications, roaming is a general term referring to the extension of connectivity service in a location that is different from the home location where the service was registered. Roaming ensures that the wireless device is kept connected to the network, without losing the connection. The term "roaming" originates from the GSM (Global System for Mobile Communications) sphere; the term "roaming" can also be applied to the CDMA technology.[1] Traditional GSM Roaming is defined (cf. GSM Association Permanent Reference Document AA.39) as the ability for a cellular customer to automatically make and receive voice calls, send and receive data, or access other services, including home data services, when travelling outside the geographical coverage area of the home network, by means of using a visited network. This can be done by using a communication terminal or else just by using the subscriber identity in the visited network. Roaming is technically supported by mobility management, authentication, authorization and billing procedures. Roaming in general Roaming is divided into "SIM-based roaming" and "Username/password-based roaming", whereby the technical term "roaming" also encompasses roaming between networks of different network standards, e.g. WLAN (Wireless Local Area Network) or GSM. Device equipment and functionality, such as SIM card capability, antenna and network interfaces, and power management, determine the access possibilities.
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Using the example of WLAN/GSM roaming, the following scenarios can be differentiated (cf. GSM Association Permanent Reference Document AA.39):

SIM-based (roaming): GSM subscriber roams onto a Public WLAN operated by:
o o

their GSM Operator, or another Operator who has a roaming agreement with their GSM Operator.

Username/password based roaming: GSM subscriber roams onto a Public WLAN operated by:
o o

their GSM Operator, or another Operator who has a roaming agreement with their GSM Operator.

Although these user/network scenarios focus on roaming from GSM Network Operator's network(s), clearly roaming can be bi-directional, i.e. from Public WLAN Operators to GSM Networks. Traditional roaming in networks of the same standard, e.g. from a WLAN to a WLAN or a GSM network to a GSM network, has already been described above and is likewise defined by the foreignness of the network based on the type of subscriber entry in the home subscriber register. In terms of user service scenarios, the user can have access to the same set of services, irrespective of access type. However, differentiation also exists. Service scenarios may include access to a range of different services, including:

Access to corporate Intranet services; Access to operator walled garden services; and
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Access to public Internet.

In the case of session continuity, seamless access to these services across different access types is provided. Home and visited networks The differentiation between home network and visited network is technically given by the type of subscriber entry in a specific network. If a subscriber has no entry in the home subscriber register of the network (e.g. Home Location Register (HLR) in GSM networks or local customer database in WLANs), the required subscriber data must first be requested by the visited network e.g. from the subscriber's home network in order that the subscriber can be authenticated and any authorization for using the network services can be checked. The "visiting" subscriber acquires an entry in a user database of the visited network (e.g. Visited Location Register (VLR)) and the authorized network services are enabled. For the roaming procedure in practice, the possibility of assigning the subscriber data is always indispensable in order that authentication, authorization and billing of the subscriber can be performed in the corresponding network. Thus, the term roaming is not linked to a specific network standard, but rather to the type of subscriber entry in the home subscriber register of the mobile radio network. If a subscriber can use his personal service profile, which he uses in the home network, in the visited network as well, this is also referred to as Global Service Roaming Capability. this is tested by all the mobile phones are working in roaming condition

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Roaming agreements The legal roaming business aspects negotiated between the roaming partners for billing of the services obtained are usually stipulated in so called roaming agreements. The GSM Association broadly outlines the content of such roaming agreements in standardized form for its members. For the legal aspects of authentication, authorization and billing of the visiting subscriber, the roaming agreements typically can comprise minimal safety standards, as e.g. location update procedures or financial security or warranty procedures. The roaming process The details of the roaming process differ among types of cellular networks, but in general, the process resembles the following:
1. When the mobile device is turned on or is transferred via a

handover to the network, this new "visited" network sees the device, notices that it is not registered with its own system, and attempts to identify its home network. If there is no roaming agreement between the two networks, maintenance of service is impossible, and service is denied by the visited network.
2. The visited network contacts the home network and requests

service information (including whether or not the mobile should be allowed to roam) about the roaming device using the IMSI number. 3. If successful, the visited network begins to maintain a temporary subscriber record for the device. Likewise, the home network updates its information to indicate that the mobile is on
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the host network so that any information sent to that device can be correctly routed. If a call is made to a roaming mobile, the public telephone network routes the call to the phone's registered service provider, who then must route it to the visited network. That network must then provide an internal temporary phone number to the mobile. Once this number is defined, the home network forwards the incoming call to the temporary phone number, which terminates at the host network and is forwarded to the mobile. In order that a subscriber is able to "latch" on to a visited network, a roaming agreement needs to be in place between the visited network and the home network. This agreement is established after a series of testing processes called IREG (International Roaming Expert Group) and TADIG (Transferred Account Data Interchange Group). While the IREG testing is to test the proper functioning of the established communication links, the TADIG testing is to check the billability of the calls. The usage by a subscriber in a visited network is captured in a file called the TAP (Transferred Account Procedure) for GSM / CIBER (Cellular Inter carrier Billing Exchange Record) for CDMA, AMPS etc... file is transferred to the home network. A TAP/CIBER file contains details of the calls made by the subscriber viz. location, calling party, called party, time of call and duration, etc. The TAP/CIBER files are rated as per the tariffs charged by the visited
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operator. The home operator then bills these calls to its subscribers and may charge a mark-up/tax applicable locally. As recently many carriers launched own retail rate plans and bundles for Roaming, TAP records are generally used for wholesale Inter-Operators settlements only. Tariffs Roaming fees are traditionally charged on a per-minute basis and they are typically determined by the service provider's pricing plan. Several carriers in both the United States and India have eliminated these fees in their nationwide pricing plans. All of the major carriers now offer pricing plans that allow consumers to purchase nationwide roaming-free minutes. However, carriers define "nationwide" in different ways. For example, some carriers define "nationwide" as anywhere in the U.S., whereas others define it as anywhere within the carrier's network. An operator intending to provide roaming services to visitors publishes the tariffs that would be charged in his network at least sixty days prior to its implementation under normal situations. The visited operator tariffs may include tax, discounts etc. and would be based on duration in case of voice calls. For data calls, the charging may be based on the data volume sent and received. Some operators also charge a separate fee for call setup i.e. for the establishment of a call. This charge is called a flagfall charge.

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Roaming in Europe Main article: Regulation on roaming charges in the European Union In the European Union, the Regulation on roaming charges has been in force since 30 June 2007, forcing service providers to lower their roaming fees across the 27-member bloc. It later also included EEA member states. The regulation sets a price cap of 0.39 (0.49 in 2007, 0.46 in 2008, 0.43 in 2009) per minute for outgoing calls, and 0.15 (0.24 in 2007, 0.22 in 2008, 0.19 in 2009) per minute for incoming calls - excluding tax.[2] If the Commission is satisfied that competition will continue to keep prices at this level, or lower, the regulation will expire in mid 2012. Since mid 2009 there is also an 0.11 (excluding tax) maximum price for SMS text message included into this regulation. Additional notions and types of roaming

Regional roaming:

This type of roaming refers to the ability of moving from one region to another region inside national coverage of the mobile operator. Initially, operators may have provide commercial offers restricted to a region (sometimes to a town). Due to the success of GSM and the decrease in cost, regional roaming is rarely offered to clients except in nations with wide geographic areas like the USA, Russia, India, etc., in which there are a number of regional operators.

National roaming:

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This type of roaming refers to the ability to move from one mobile operator to another in the same country. For example, a subscriber of T-Mobile USA who is allowed to roam on AT&T Mobility's service would have national roaming rights. For commercial and license reasons, this type of roaming is not allowed unless under very specific circumstances and under regulatory scrutiny. This has often taken place when a new company is assigned a mobile telephony license, to create a more competitive market by allowing the new entrant to offer coverage comparable to that of established operators (by requiring the existing operators to allow roaming while the new entrant has time to build up its own network). In a country like India, where the number of regional operators is high and the country is divided into circles, this type of roaming is common. Following the merger of Orange UK and T-Mobile UK on 1 July 2010, national roaming has been possible between these two networks since 5 October 2010 at no additional cost pending the technical merging of the two networks.

International roaming:

This type of roaming refers to the ability to move to a foreign service provider's network. It is, consequently, of particular interest to international tourists and business travellers. Broadly speaking, international roaming is easiest using the GSM standard, as it is used by over 80% of the world's mobile operators. However, even then, there may be problems, since countries have allocated different frequency bands for GSM communications (there are two groups of countries: most GSM countries use 900/1800 MHz,
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but the United States and some other countries in the Americas have allocated 850/1900 MHz): for a phone to work in a country with a different frequency allocation, it must support one or both of that country's frequencies, and thus be tri or quad band.

Inter-standards roaming:

This type of roaming refers to the ability to move seamlessly between mobile networks of different technologies. Since mobile communication technologies have evolved independently across continents, there is significant challenge in achieving seamless roaming across these technologies. Typically, these technologies were implemented in accordance with technological standards laid down by different industry bodies and hence the name. A number of the standards making industry bodies have come together to define and achieve interoperability between the technologies as a means to achieve inter-standards roaming. This is currently an ongoing effort.

Mobile Signature Roaming:

Mobile signature Roaming allows an access point to get a Mobile Signature from any end-user, even if the AP and the end-user have not contracted a commercial relationship with the same MSSP. Otherwise, an AP would have to build commercial terms with as many MSSPs as possible, and this might be a cost burden. This means that a Mobile Signature transaction issued by an Application Provider should be able to reach the appropriate MSSP, and this should be transparent for the AP(reference).

Inter MSC Roaming[7]

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Network elements belonging to the same Operator but located in different areas (a typical situation where assignment of local licenses is a common practice)pair depends on the switch and its location. Hence, software changes and a greater processing capability are required, but furthermore this situation could introduce the fairly new concept of roaming on a per MSC basis instead of per Operator basis. But this is actually a burden, so it is avoided.

Permanent Roaming:

This type of roaming refers to customers who purchase service with a mobile phone operator intending to permanently roaming, or be offnetwork. This becomes possible because of the increasing popularity and availability of "free roaming" service plan, where there is no cost difference between on and off network usage. The benefits of getting service from a mobile phone operator that isn't local to you can include cheaper rates, or features and phones that aren't available on your local mobile phone operator, or to get to a particular mobile phone operator's network to get free calls to other customers of that mobile phone operator through a free unlimited mobile to mobile feature. To accidentally become a permanent roaming customer does not usually happen. Most mobile phone operators will require the customer's living or billing address be inside their coverage area or less often inside the government issued radio frequency license of the mobile phone operator, this is usually determined by a computer estimate because it is impossible to guarantee coverage. If a potential customer's address is not within the requirements of that mobile phone operator, they will be denied service. In order to permanently roam customers may use a false address and online
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billing, or a relative or friends address which is in the required area, and a 3rd party billing option. Most mobile phone operator discourage or prohibit permanent roaming since they must pay per minute rates to the network operator their customer is roaming onto to, [3] while they can not pass that extra cost onto customers ("free roaming").

Trombone roaming:

Roaming calls within a local tariff area, when at least one of the phones belong outside that area. Usually implemented with trombone routing[4] also known as tromboning

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CHAPTER.2.1 INTRODUCTION TO THE ORGANIZATION

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MATRIX CELLULAR SERVICES Matrix Cellular Services is a telecommunication solutions provider, catering to Indians travelling abroad for leisure or business, students and corporate.[2] Headquartered in New Delhi, India, the businesses at Matrix Cellular has been structured into four individual strategic business units (SBUs) - International SIM cards, International 3G Data cards, Indian Mobile Services etc. Overview Founded in 1995, Matrix introduced the concept of local connectivity in India, by offering destination-specific mobile connections to international travellers. With a pan-India network of over 1000 professionals in areas of sales, marketing, customer service, operations and logistics, Matrix has partnerships with over 30 country-specific international service providers. The company is also a recipient of numerous Excellence Appreciations in Sales and Marketing from many of its clientele. In May 2009 they released the Deutsche Bank Matrix credit card. Services The international SIM card business extends to providing local postpaid services for 30 countries, most-frequented by the Indian traveller. The company provides International 3G Data cards services to corporate customers who travel abroad.

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Coverage area International SIM cards Matrix offers destination-specific mobile connectivity in 30 countries, namely, Argentina, Australia, Austria, Belgium, Brazil, Canada, China, France, Germany, Greece, Hong Kong, Holland, Israel, Italy, Japan, Malaysia, Mauritius, Mexico, New Zealand, Singapore, South Africa, South Korea, Spain, Switzerland, Sri Lanka, Taiwan, Thailand, U.A.E., U.S.A. & U.K. International 3G Data cards Matrix offers 3G data connectivity in the following countries: Germany, Singapore, China, South Africa, Switzerland, Sri Lanka, Dubai, U.S.A. & U.K. Offices Matrix has a pan-India reach, across 18 Indian cities and a few international offices Corporate Office: New Delhi (Mehrauli) Chennai Branch: No:4/606, Sehshasaai Building, 2nd Floor, 1st Main Road, Nehru Nagar, Rajiv Gandhi Salai, Kottivakkam, Chennai - 600041. Contact Person: B.Hari prasath Mob No: +91 9884816624

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Matrix is the leading provider of complete Mobile and Data Solutions As Globe Trotting becomes a way of life, it becomes equally important to seek communication options which provide good connectivity and convenience for you across the world. Matrix aims at being the best in service, quality innovation and choice. With a vision to connect every international traveler with convenient and cost effective solutions, we have established itself as the undisputed market leader. With Matrix, you can always stay in touch with your loved ones whenever and wherever you are in the world. Our ever increasing portfolio of countries focuses on fulfilling customers specific communication needs, when travelling abroad. We cater to a wide audience including leisure & business travelers and students studying abroad. We provide services all around the world and have our presence across India. Our services include International SIM and Data solutions. With Matrix constantly searching for new ways to ensure your lives remain hassle free, we are certain that we will help you strengthening those beliefs. Awards & Accolades In the last 15 years, Matrix has carved a niche for itself as a telecom consultant to International travelers. Matrix has always believed in
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innovating new products and services to suit the market needs and enhancing the travel experience of every Indian going abroad. The most important factor that contributed Matrix an award winning company is its focus on smart and easy solutions for its customers. Matrix has been acknowledged with many prestigious awards, such as: HR Excellence Products by Awards Economic by Amity Times Business Telecom School Awards (2011) (2011) Innovative Product International Mobile Connections and Data Emerging Company of the year by Voice & Data (2010) Leadership Award for Emerging Midsized Company by Amity Business School (2010) These awards re-affirm our dedicated efforts to set new industry standards and continued efforts to grow up the ladder. Emerging Company of the Year Award 2010 In the last three years Matrix has grown from 317 employees to 1,192, and during this period of growth we have become increasingly synonymous with international travel. Our vision to become the leading provider of innovative telecom solutions worldwide is one step closer. We are pleased to announce that our rapid growth and hard work have been rewarded as we recently won Voice&Datas Emerging Company of the Year Award.

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Voice&Data described the award as another feather in the cap for Matrix Cellular (International) Services that has been going from strength to strength for the past few years. Our CEO Arun Batra said that 2009 was a decisive year for Matrix with the travel industry being hit significantly by recession. We chose to take the challenge head on and today we have emerged not only better, stronger but also more confident. This is just the beginning and we see great things happening in the course of Matrix. The year 2011 will be a truly memorable one for Matrix. In the last 15 years, Matrix has carved a niche for itself as a telecom consultant to International travelers. Matrix has always believed in innovating new products and services to suit the market needs and enhancing the travel experience of every Indian going abroad. The most important factor that contributed Matrix an award winning company is its focus on smart and easy solutions for its customers. Matrix has been acknowledged with many prestigious awards, such as: HR Excellence Products by Awards Economic by Amity Times Business Telecom School Awards (2011) (2011) Innovative Product International Mobile Connections and Data Emerging Company of the year by Voice & Data (2010) Leadership Award for Emerging Midsized Company by Amity Business School (2010) These awards re-affirm our dedicated efforts to set new industry standards and continued efforts to grow up the ladder.
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CHAPTER.3 OBJECTIVE OF THE STUDY

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OBJECTIVES OF THE STUDY Market analysis and sales process undertaken by matrix cellular and conducting a market analysis to reach the potential customers this includes: Survey was done to find out that are people aware about the product and the company.

To find out the target customer for the organization. To find out that which media source if better suitable to the company to promote the product in Indian market. To find out that what is customers perception about the products. To find out that are the company reachable to the perspective customer. To find out that what goals can be met after all these promotional activities in Indian market. To find out competitiveness of the products in Indian Market. To find out whether the promotional techniques being used are at par with the competitors.

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CHAPTER.4 RESEARCH METHODOLOGY

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RESEARCH METHODOLOGY Topic of the Survey : Market analysis and Study of Sales Process of Matrix Cellular Type of Survey :

Survey was questionnaire based. Respondents were given a sheet of questions to answer. According to the answers given by the respondents the research was done.

Sample size :

Questionnaire was filled by 100 respondents.

Research Universe :

Survey was done in Jaipur city. Respondents were from different age groups eg. Students, Business Persons, Professionals (Doctors, Engineers, IT Employees), Families, Tourist.

Data Collection Method :

There are two Sources for the collection of data :

o

Primary Source for the data was the questionnaire which was filled by the respondents that was the main part of the survey. Secondary source for the data was from Website and Newspapers which gives the idea about the companies history, product range and other profile.
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Limitation of the Study

The training was only for few days so couldnt cover the entire market. People were hesitating answering the questions. Survey was done only in some part of Jaipur city so might not apply to the entire population of Indian Market. Sample size was 100 so might not be accurate with respect to the entire population of Jaipur city and other. Survey was done outside Travel agents shop, Corporate Buildings, University, Airport.

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CHAPTER.5 DATA ANALYSIS AND INTERPRETATION

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DATA ANALYSIS AND INTERPRETATION Q.1 What is your age ? a) b) c) 20 - 25 years 30- 35 years 50 and above

A g e G ro u p

20%

20% 2 0 -2 5 Y e a rs 3 0 -3 5 Y e a rs 5 0 a n d A b o ve 60%

Interpretation : Survey was conducted for the age group above 20 yrs, as this age group only uses the cell phone mostly.
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Q.2 What is your occupation a) b) c) d) e) Business Doctor Engineer Service Student

O c c u p a tio n

10% 30% 20% B u s in e s s D o c to r E n g in e e r S e rvic e 20% 20% S tu d e n t

Interpretation : Research was conducted with the people with different professions/ occupations. 30% people were Students, 10% were businesspersons, 20% were in private service, 20% doctors and the rest 20% were engineers.
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Q.3 How often do you travel? a) b) c) d) Every Month Once in two three months Twice a year Once in a year or two

H o w o fte n d o y o u tr a v e l?

5%

15% E ve ry M o n t h O n c e in t w o t h re e m o n t h

50% 30%

T w ic e a y e a r O n c e in a y e a r o r t w o

Interpretation : Survey shows that only few people travel every month (5%) and most the people travel one in a year or two (50%), 15% people travel twice a year and the rest (30%) said they travel once in two three months.

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Q.4 What is the purpose of travel a) b) c) d) Business Tour Holidays/ Vacations Studies To attend wedding

P u rp o s e o f T ra v e l

10% 30% B u s in e s s T o u r H o lid a y s / V a c a t io n s 30% S t u d ie s T o a t t e n d w e d d in g 30%

Interpretation : Research shows 30% respondents said they travel for their studies, 30% said they visit on business tour, 30% said they travel on holidays and vacations and the rest 10% said they go abroad to attend wedding.

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Q.5 What is the duration of the travel a) b) c) d) Less than a week 10-25 days 1-2 Months 1-2 yrs

D u ra tio n o f T ra v e l

20% 40% Le s s tha n a w e ek 1 0 -2 5 d a y s 1 -2 M o n t h s 20% 20% 1 -2 Y rs

Interpretation : According to the survey 40% people said they travel less than a week, 20% said they travel 10-25 days, 20 said the duration of their visit is 1-2 months and the rest 20% said it is 1-2 yrs.

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Q.6 How many countries are you traveling? a) b) c) One Two More than two

H o w m a n y c o u n t r ie s a r e y o u t r a v e llin

10% 20% O ne Tw o M o re t h a n t w o 70%

Interpretation : Research shows most of the people (70%) only one country when they go abroad, 20% said two and the rest 10% said they travel more than two countries when on visit.
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Q.7 What are the countries you are visiting ? a) b) c) d) e) UK USA Western Europe UAE Others

W h a t a r e t h e c o u n t r ie s y o u a r e v is it in g ?

10% 25%

25% UK USA W e s t e rn E u ro p e UAE O t h e rs

10%

30%

Interpretation : According to survey 30% people said they are visiting USA, 25% said they are visiting UK, 25% said UAE, 10% said Western Europe and rest 10% said Others.

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Q.8 Which mobile technology are you using? a) b) GSM CDMA

W h i c h M o b ile t e c h n o lo g y a r e y o u

20%

GSM CDM A

80%

Interpretation : Research shows that 80% people out of survey are using GSM technology and the rest 20% are using CDMA.

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Q.9 Do you prefer carrying a mobile phone on your trip? a) b) Yes No

D o y o u p r e f e r c a r r y in g a m o b ile p h o n e o

10%

Y es No

90%

Interpretation : According to research most of the people (90%) said they do prefer using or carrying mobile phone on their trip where the rest 10% said they dont prefer that.

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Q. 10 a) b)

Do you take your phone on International Roaming? Yes No

D o y o u t a k e y o u r p h o n e o n in t e r n a t i o n a l r

30% Y es No 70%

Interpretation : Survey shows that most the people (70%) dont take their phones to international roaming but the rest 30% do.

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Q.11 Have you used country specific card? a) b) Yes No

H a v e y o u u s e d c o u n tr y s p e c ific

Y es 50% 50% No

Interpretation :

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Survey shows that 50% people use country specific card when traveling and 50% dont. Q.12 Would you like to carry a country specific sim card? a) b) Yes No

W o u l d y o u li k e t o c a r r y a c o u n t r y s p e

30% Y es No 70%

Interpretation :

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According to research 70% respondents said they would like to carry a country specific sim card if available and the rest 30% said no to this option.

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If yes, How many a) b) c) One Two More than Two

If y e s , H o w m a n y ?

10% 20% O ne Tw o M o re th a n T w o 70%

Interpretation : 70% people said they would like to carry one country specific sim card, 20% said they would like to go for two and the rest 10% said more than two.

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Q.14 Is there requirement for the internet on your visit? a) b) Yes No

Is t h e r e r e q u ir e m e n t fo r t h e in te r n e t o n y o

20%

Y es No

80%

Interpretation : Survey concludes that 80% people out of surveyed would like to use internet on their visit as it is their requirement and the rest 20% said they dont require the same.

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CHAPTER.6 FINDINGS AND INFRENCES

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FACTS AND FINDINGS

Research was conducted with the people with different professions/occupations. 30% people were Students, 10% were businesspersons, 20% were in private service, 20% doctors and the rest 20% were engineers.

Research shows 30% respondents said they travel for their studies, 30% said they visit on business tour, 30% said they travel on holidays and vacations and the rest 10% said they go abroad to attend wedding. According to the survey 40% people said they travel less than a week, 20% said they travel 10-25 days, 20 said the duration of their visit is 1-2 months and the rest 20% said it is 1-2 yrs.

Research shows (70%) of sample visit only one country when they go abroad, 20% said two and the rest 10% said they travel more than two countries when they are on visit.

According to survey 30% of sample said that they are visiting USA, 25% said they are visiting UK, 25% said UAE, 10% said Western Europe and rest 10% said Others.

Research shows that 80% people out of survey are using GSM technology and the rest 20% are using CDMA.

According to research (90%) of sample said they do prefer using or carrying mobile phone on their trip where the rest 10% said they dont prefer that.

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Survey shows that (70%) of sample dont take their phones to international roaming but the rest 30% take their phones on international roaming.

Survey shows that 50% people use country specific card when traveling and 50% dont. According to research 70% respondents said they would like to carry a country specific sim card if available and the rest 30% said no to this option. 70% people said they would like to carry one country specific sim card, 20% said they would like to go for two and the rest 10% said more than two. Survey concludes that 80% people out of surveyed would like to use internet on their visit as it is their requirement and the rest 20% said they dont require the same.

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CHAPTER.7 SWOT ANALYSIS

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SWOT ANALYSIS Strengths:

Company had a network of retailers and distributors. Company has well know brand in Indian Market. Company have very good reputation within customers. Company already have a customer base in Indian Market.

Weaknesses:

Matrix is not in reach of small cities and towns. Company has not put the entire efforts to promote the new product.

Opportunities:

$2.67 billion worth Indian telecom Industry to grow. Easily accessible market through existing retailers and distributors. Scope for increase in DSA and channel partners

Threats :

Increasing competitions with Market leaders like Airtel and Vodafone, romone, clay,reliance who are already in International Market.

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CHAPTER.8 CONCLUSION

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CONCLUSION Research Concludes that: 1. Most of the people who use cellular phones are between the age of 20 to 50. 2. People who are visiting abroad are either Doctors, Engineers, Business Persons, Students, Tourists etc.
3. According to the survey only few sample are their who visit

more than one country other wise most of them visit only one country at a time. 4. Basically people going abroad from India visit USA, UK and UAE. 5. Most of the people want to be connected or in touch with their people in Homeland so they are interest in taking or carrying their cellular phones on the trip. 6. Most of the people dont carry cell phones to their trip for various reasons i.e. no local provider having international facility, expensive tariff etc. 7. Almost half of the people who visit other countries use country specific cards to get in touch with the people at home country. 8. Most of the people out of surveyed said they would like to carry a country specif sim card to use in other country. 9. Customer wants the same facilities with the international roaming. They also want to have internet facility working in their cell phone when away from home.

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CHAPTER.9
RECOMMENDATIONS AND SUGGESTIONS

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RECOMMENDATIONS AND SUGGESTIONS 1. Company should increase the retailer and distributors in the Indian Market. 2. Company should contact the travel agents, tour operators in big cities who are arranging the trips for the customers can help company to increase its customer base in Indian market. 3. Company should put some extra efforts. Company should also do some publicity at the airports and visa counters. 4. Now a days Internet advertisement is the best source to reach the customer base i.e. age group of 20-50 who are traveling. 5. Company should get some kind of list from the authorities for the frequent travelers and contact them and let them know about the products of International Calling or Sim 6. Company can tie up with the International univerisites in various countries so that students going and getting enrolled in those universities can get benefited from the companies products. 7. Company should tie up with corporate sector as they usually send their employees on trip abroad on business trip.
8. At the end company should also take care of the product price

as it should not be too expensive and should be competitive enough as compare to calling cards in the respective country they are most visiting.

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Chapter 10 BIBLIOGRAPHY

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BIBLIOGRAPHY Websites: www.wikipedia.org www.telecomengine.com http://eyuva.com/wp-content/uploads/2011/03/telecom-india.png www.ibmatelecom.in/telecom-industry-profile.html www.matrix.in Books : Marketing Management : Marketing Management : Others : Questionnaire filled by the respondents. Philip Kotler C.R. Kothari

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CHAPTER.11 ANNEXURE

66

QUESTIONNAIRE Name __________________________ Contact No. _____________________ Q.1 Age Group a) b) c) 20-20 yrs 30-35 yrs 50 and above [ [ [ ] ] ]

Q.2 What is your occupation? a) b) c) d) e) Business Doctor Engineer Service Student [ [ [ [ [ ] ] ] ] ]

Q.3 How often do you travel? a) b) c) d) Every Month Once in Two three Months Twice a year Once in a year or two [ [ [ [ ] ] ] ]

Q.4 What is the purpose of Travel? a) b) c) d) Business Tour Holidays/ Vacations Studies To attend wedding [ [ [ [ ] ] ] ]

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Q.5 What is the duration of travel? a) b) c) d) Less than a week 10-25 days 1-2 Months 1-2 yrs [ [ [ [ ] ] ] ]

Q.6 How many countries are you traveling a) b) c) Once Two More than two [ [ [ ] ] ]

Q.7 What are the countries you are visiting? a) b) c) d) e) UK USA UAE Others [ [ [ [ ] ] ] ] ]

Western Europe [

Q.8 Which mobile technology are you using? a) b) GSM CDMA [ [ ] ]

Q.9 Do you prefer carrying a mobile phone on your trip? a) b) Yes No

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Q.10 Do you take your phone on international roaming? a) b) Yes No [ [ ] ]

Q.11 Have you used country specific card? a) b) Yes No [ [ ] ]

Q.12 Would you like to carry a country specific sim card? a) b) Yes No [ [ ] ]

Q.13 If yes, how many? a) b) c) One Two More than two [ [ [ ] ] ]

Q.14 Is there requirement for the internet on your visit? a) b) Yes No [ [ ] ]

Q.15 Any Suggestions _______________________________________________________ _______________________________________________________

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