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CHAPTER 1

EXECUTIVE SUMMARY

EXECUTIVE SUMMARY
Company Name: Tata Teleservices Ltd.
Project Name : Customer Satisfaction Survey for existing Small and Medium Enterprises
Duration
: 2 months
In todays highly competitive world, an increasing number of organizations have
realized the Importance of becoming more customer-centric and invested a large amount of
time and resources in a Customer Relationship Management (CRM). This study is undertaken
to understand the customer relationship survey for Tata Teleservices Ltd for existing Small
Medium Enterprises (SME) customer in pune area.
CRM is a combination of people, process, and technology that seek to provide
understanding of the customer need, to support a business strategy, and to build long-term
relationships with customer. Successful utilization of the integrated technology requires
appropriate business processes and organizational culture to adequately address human
behavioral elements. Because it is not simply a technology solution, success in CRM business
revolves largely around people. In order to build a clearer understanding of the content and
role of the people-driven process of CRM, this study analyzes the CRM process and people
dependencies and forms propositions about the need for people-driven process in CRM. It
emphasizes the responsibility of executives and operational staff in making critical decisions
and using intimate communications to conduct relationship management with customers.
Typical people-driven processes in CRM are those that are difficult to implement
,using technological solution ,including such activates as planning customer strategy
,designing CRM process, coping with customer problems, understanding customer need,
handling intimate communications, and integrating customer responses. Factor affect at a
time of this Process are related to customer characteristics, the content of information,
employee capabilities, and the organizational environment. In this study of CRM Process is
affected by
(1) Customer needs, customer involvement in transaction processing ;
(2) The need for tacit customer information;
(3) The organizational culture;
(4) Employee experience and knowledge.
To build clear understanding of the process of CRM under this study. The objective of
the projector study is
1) To take Customer Feedback of existing Services (Survey through Questionnaire);
2) To understanding the process of customer relationship management;
3) To generating the revenue for existing customer;
4) To find out the problems or gap between the organization and customer.
Data Collection tool: Questionnaire, Email.

CHAPTER 2
INTRODUCTION

CHAPTER 2
INTRODUCTION
3

2.1 INTRODUCTION TO THE TOPIC:

The title chosen for the project is:
Customer Satisfaction Survey for existing Small and Medium Enterprises.
The objective of the project has been classified are primary and secondary objective.
Primary Objective:
1.
2.
3.
4.
5.
6.
7.

To take Customer Feedback of existing Services (Survey through Questionnaire);

To understanding the process of customer relationship management;
To generating the revenue for existing customer;
To find out the problems or gap between the organization and customer.
To study the product line of Tata Teleservices Ltd
To study the customer profiles of Tata Teleservices Ltd.
Understand the need of clients and understand the process of segmentation, targeting
and position for telecom industrial products.

Problems faced by the Organization

Positioning of the company is blurred in the minds of the target market.

Customer not providing proper information grading service.
Customer address problem (not having proper or correct address of organization)
Proper study about customer needs and demand.
Competitive analysis is extremely essential.
Promotion and propaganda are the areas to be concentrated.
Maintaining and upgrading the position of company in market.
Maintaining the good customer relationship.

Choice a particular topic for research

1) Understating the customer needs and demands.
2) Understanding the Organization as well as client behaviour.
3) Wanted to learn customer relationship management process.
4) This topic is going to further help in understanding the concepts of marketing in a
better and a practical way.
5) Understanding the kind of problems customer facing in telecom products.
6) The topic helps to demonstrate independent skills.
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7) The topic did not just generate interest but also sustained it.

Benefits of the study to you, company

Benefits to Myself:
1) Professional communication.
2) Learning the entire process of CRM.
3) Exposure to practical business scenario.
4) The Research encouraged me to identify strengths and prioritize their professional
development.
5) It enabled me to consider the skills and experiences that would enhance my career
prospects and articulate the knowledge, behaviours and attributes.
6) It helped to enhance critical skills in communication, independent thinking, creativity and
problem-solving
7) It helped to clarify academic and career interests and goal.
Benefit to the company:
1) Increased number of client data.
2) Important lead generated.
3) To easily solve clients problems regarding speed and Billing
4) Information about new competitors on regular basis.
5) Sales promotion of the new product within new markets.
6) Feedback of existing clients.

How is the research going to change existing scenario?

1) The company is getting some big leads generated.
2) The company forms this research garneting the revenue.
3) Information regarding the market sources of demand and supply is made available to the
company.
4) The company is getting an opportunity to make its place into untapped markets.
5) The company is getting information about new and potential competitors.
6) Increasing the position in the market by targeting the customer.
7) Prioritizing of potential customers will become possible.
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Expected outcome of the project

1) Improved process of follow up with potential clients.
2) Enhanced professional communication of approaching the clients.
3) Reducing the customer problem regarding solutions.
4) Structured mechanism for generating the leads and converting them to clients.
5) Improved positioning of the company in minds of the customer.
6) Improved customer relationship.
7) Developing long term commercial relationship with the customer.

2.2 Customer Satisfaction:

According to Philip Kotler, satisfaction is a persons feelings of pressure or
disappointment resulting from products perceived performance (outcome) in relation
to his or her expectations. Customer satisfaction is the level of a persons felt state
resulting from comparing a products perceived performance (outcome) in relation to
the persons expectations.
The biggest management challenge in the new millennium of liberalization and
globalization for a business is to serve and maintain good relationship with the king the
customer. In the past producers took their customers for granted, because at that time the
customers were not demanding nor had alternative source of supply or suppliers. But today
there is a radical transformation. The changing business environment is characterized by
economic liberalization, increasing competition, high consumer choice, demanding customer,
more emphasis on quality and value of purchase etc.
All these changes have made todays producer shift from traditional marketing to
modern marketing. Modern marketing calls for more than developing a product, pricing it,
promoting it and making it accessible to target customer. It demands building trust, a binding
force and value added relationship with the customers.
The process of developing a cooperative and collaborative relationship between the
buyer and seller is called customer relationship management shortly called CRM. According
to Ashokadutt head of Citibank the idea of CRM is to know the individual customer

intimately, so that the company has a customized product ready for him even before he asks
for it.
Every business unit emphasizes on spurting a long term relationship with customers to nurture its stability in todays blooming market. Customers expectations are now not only limited to get best products and services, they also need a face-to-face business in which they
want to receive exactly what they demand and in a quick time.
Customer Relationship Management is an upright concept or strategy to solidify
relations with customers and at the same time reducing cost and enhancing
productivity and profitability in business. An ideal CRM system is a centralized
collection all data sources under an organization and provides an atomistic real time vision
of customer information. A CRM system is vast and significant, but it be can implemented
for small business, as well as large enterprises also as the main goal is to assist the
customers efficiently.
Usually an organization consists of various departments which predominantly have access to
customers information either directly or indirectly. A CRM system piles up this information
centrally, examines it and then makes it addressable within all the departments. Lets take an
example of an international call centre which uses a CRM tool called xyz and is integrated
with a phone and a computer system or laptop. Now this system automatically perceives
which customer is calling. Before the executive attends the phone the CRM system brings
forth the customer details on the computer or laptop screen and also indicates what the
opportunity of deals is with that particular customer, what the customer had already
purchased or ordered in past and what is the probability of buying in future. Not only this, it
can also highlight what all products best suit this customer. For finance department it may
show the information regarding the current balance and for accounting department it may pop
out the information regarding the recent purchases by the customer. All these pieces of data
are stored in the CRM database and are available as and when it is needed. According to this
example, CRM system provides a well defined platform for all business units to interact
with their clients and fulfil all their needs and demands very effectively and to build
long-term relationship.
Wangling this kind of relationship with customers is not easy to manage and it depends on
how the systematically and flexibly a CRM system is implemented or integrated. But once
its accomplished it serves the best way in dealing with customers. In turn customers feels
gratitude of self-satisfaction and loyalty which results in better bonding with supplier and
hence increasing the business.
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A CRM system is not only used to deal with the existing customers but is also useful in
acquiring new customers. The process first starts with identifying a customer and maintaining
all the corresponding details into the CRM system which is also called an Opportunity of
Business. The Sales and Field representatives then try getting business out of these
customers by sophistically following up with them and converting them into a winning deal.
Customer Relationship Management strategies have given a new outlook to all the suppliers
and customers to keep the business going under an estimable relationship by fulfilling mutual
needs of buying and selling.

2.3 How to introduce CRM in the company:

There are four key steps for putting one to one marketing program to work
Step 1: Identify your customers
To launch a one to one initiative the company must be able to locate and contact a fair
number of customers or at least a substantial portion of its valuable customers. It is crucial to
know the customer details as much as possible, not just their names or address, but their
habits, preferences and so forth.

Step 2: Differentiating your customers

Customers are different in two principal ways, they represent different levels of value
and have different needs. Once the company identifies its customers differentiating them will
help the company to focus its efforts to gain the most advantage with the most valuable
customers.
Step 3: Interacting with the customer
Interaction is also a crucial component of a successful CRM initiative. It is important
to remember that interaction just not occur through marketing and sales channels, customer
interact in many different ways with many different areas of the organization so to foster
relationship all the areas of the Organization must be accessible to the customer.

Step 4: Customize your enterprises behaviour

Ultimately to lock a customer into a relationship a company must adapt some aspect
of its behaviour to meet customers individually expressed needs this might mean mass
customizing a manufactured product or it might involve tailoring some aspect of the service
surrounding the product.

CHAPTER 3
OBJECTIVES OF THE STUDY

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CHAPTER 3
OBJECTIVES OF THE STUDY
The objective of the project has been classified are primary and secondary objective.
Primary Objective:

1.
2.
3.
4.
5.
6.
7.

1 To take Customer Feedback of existing Services (Survey through Questionnaire);

To understanding the process of customer relationship management;
To generating the revenue for existing customer;
To find out the problems or gap between the organization and customer.
To study the product line of Tata Teleservices Ltd
To study the customer profiles of Tata Teleservices Ltd.
Understand the need of clients and understand the process of segmentation, targeting
and position for telecom industrial products.

The hypothesis for the study was:

1. Majority of B2B customers are satisfied with the product and service offered by the
company.
2. It is possible to study the B2B customer satisfaction levels with the help of suitable
research techniques.
Limitations:

Time and Cost constraints were also there.

A samples size of seventy has been use due to time limitations.
A majority of respondents show lack of cooperation and are biased towards their own

opinions
Details and offer given by other companies were not provided to us.
Only the population Pune cannot represent the nature of whole country
The analysis is depended on the customer response. In reality the picture might be
different.

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Chapter 4
SECTOR PROFILE

Chapter 4
SECTOR PROFILE
4.1Introduction
The Indian telecom industry has undergone significant structural transformation since
its liberalization in the 1990s. During the last decade, the Indian telecom industry has
evolved into a multi-segment, competitive market from a small supplier-dominated market
having public sector monopoly. Coherent Government policies have played a crucial role in
shaping the structure of the Indian telecom sector.
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Structure of the Indian Telecom Industry:

Major sectors of telecommunication industry in India are telephony, internet, Data
centers and broadcasting.
Telephony
The telephony segment is dominated by private-sector and two state-run businesses. Most
companies were formed by a recent revolution and restructuring launched within a decade,
directed by Ministry of Communications and IT, Department of Telecommunications and
Minister of Finance. Since then, most companies gained 2G, 3G and 4G licenses and engaged
fixed-line, mobile and internet business in India. On landlines, intra-circle calls are
considered local calls while inter-circle are considered long distance calls. Foreign Direct
Investment policy which increased the foreign ownership cap from 49% to 74%. Currently
Government is working to integrate the whole country in one telecom circle. For long
distance calls, the area code prefixed with a zero is dialed first which is then followed by the
number (i.e. To call Delhi, 011 would be dialed first followed by the phone number). For
international calls, "00" must be dialed first followed by the country code, area code and local
phone number. The country code for India is 91. Several international fiber-optic links
include those to Japan, South Korea, Hong Kong, Russia, and Germany. Some major telecom
operators in India include Airtel, Vodafone, Idea, Aircel, BSNL, MTNL, Reliance
Communications, TATA Teleservices, Infotel, MTS, Uninor, TATA DoCoMo, Videocon,
Augere, Tikona Digital.
Fixed Telephony
Until the New Telecom Policy was announced in 1999, only the Government-owned BSNL
and MTNL were allowed to provide land-line phone services through copper wire in India
with MTNL operating in Delhi and Mumbai and BSNL servicing all other areas of the
country. Due to the rapid growth of the cellular phone industry in India, landlines are facing
stiff competition from cellular operators. This has forced land-line service providers to
become more efficient and improve their quality of service. Land-line conations are now also
available on demand, even in high density urban areas. India has over 31 million main line
customers.

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Mobile Telephony

In August 1995, Chief Minister of West Bengal, Shri Jyoti Basu ushered in the cell phone
revolution in India by making the first call to Union Telecom Minister Sukhram. Sixteen
years later 4th generation services were launched in Kolkata.
With a subscriber base of more than 929 million, the Mobile telecommunications
system in India is the second largest in the world and it was thrown open to private players in
the 1990s. GSM was comfortably maintaining its position as the dominant mobile technology
with 80% of the mobile subscriber market, but CDMA seemed to have stabilized its market
share at 20% for the time being. By May 2012 the country had 929 million mobile
subscribers, up from 350 million just 40 months earlier. The mobile market was continuing to
expand at an annual rate in excess of 40% coming into 2010.
According to data provided by Minister of State for Communications and IT Milind
Deora, as of 30 November 2012, India has 7,36,654 base transceiver stations (2G GSM &
CDMA, and 3G). Of those, 96,212 base transceiver stations provide 3G mobile and data
services. Out of India's 640 districts, 610 districts are covered by 3G services as of 30
November 2012.
The country is divided into multiple zones, called circles (roughly along state
boundaries). Government and several private players run local and long distance telephone
services. Competition has caused prices to drop and calls across India are one of the cheapest
in the world. The rates are supposed to go down further with new measures to be taken by the
Information Ministry. In September 2004, the number of mobile phone conations crossed the
number of fixed-line conations and presently dwarfs the wire line segment by a ratio of
around 20:1. The mobile subscriber base has grown by a factor of over a hundred and thirty,
from 5 million subscribers in 2001 to over 929 million subscribers as of May 2012. India
primarily follows the GSM mobile system, in the 900 MHz band. Recent operators also
operate in the 1800 MHz band. The dominant players are Airtel, Reliance, Vodafone, Idea
cellular and BSNL/MTNL. There are many smaller players, with operations in only a few
states. International roaming agreements exist between most operators and many foreign
carriers. The government allowed Mobile number portability (MNP) which enables mobile
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telephone users to retain their mobile telephone numbers when changing from one mobile
network operator to another. India is divided into 22 telecom circles.
Currently, both public sector players as well as the private sector players are actively
catering to the rapidly growing telecommunication needs in India. Private participation is
permitted in all segments of the telecom industry, including ILD, DLD, basic cellular,
internet, radio paging, et al. The broad structure of the telecom industry (in terms of service
providers) is depicted in the diagram below.
Wireless Internet
2nd Generation Internet is the most prevalent in India. Wireless ISPs in India use both
CDMA and Edge technologies for 2G.
Data centres

CtrlS Datacenters Ltd

Tata Communications Limited

Netmagic Solutions

Reliance Datacenter

Web Werks IDC

Net4 Datacenter

RackBank Datacenter

Broadcasting
Television broadcasting began in India in 1959 by Doordarshan, a state run medium
of communication, and had slow expansion for more than two decades. The policy reforms of
the government in 1990s attracted private initiatives in this sector, and since then, satellite
television has increasingly shaped popular culture and Indian society. However, still, only the
government owned Doordarshan has the license for terrestrial television broadcast. Private
companies reach the public using satellite channels; both cable television as well as DTH has
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obtained a wide subscriber base in India. In 2012, India had about 148 million TV homes of
which 126 million has access to cable and satellite services.

4.2History
The Beginning
A microwave tower for short distance (50 km) communication
The history of Indian telecom can be started with the introduction of telegraph. The
Indian postal and telecom sectors are one of the worlds oldest. In 1850, the first experimental
electric telegraph line was started between Calcutta and Diamond Harbour. In 1851, it was
opened for the use of the British East India Company. The Posts and Telegraphs department
occupied a small corner of the Public Works Department, at that time.
Subsequently, the construction of 4,000 miles (6,400 km) of telegraph lines
connecting Kolkata (then Calcutta) and Peshawar in the north along with Agra, Mumbai (then
Bombay) through Sindwa Ghats, and Chennai (then Madras) in the south, as well as
Ootacamund and Bangalore was started in November 1853. William O'Shaughnessy, who
pioneered the telegraph and telephone in India, belonged to the Public Works Department,
and worked towards the development of telecom throughout this period. A separate
department was opened in 1854 when telegraph facilities were opened to the public.
In 1890, two telephone companies namely The Oriental Telephone Company Ltd. and
The Anglo-Indian Telephone Company Ltd. approached the Government of India to establish
telephone exchanges in India. The permission was refused on the grounds that the
establishment of telephones was a Government monopoly and that the Government itself
would undertake the work. In 1891, the Government later reversed its earlier decision and a
license was granted to the Oriental Telephone Company Limited of England for opening
telephone exchanges at Calcutta, Bombay, Madras and Ahmadabad and the first formal
telephone service was established in the country.[12] On 28 January 1882, Major E. Baring,
Member of the Governor General of India's Council declared open the Telephone Exchanges
in Calcutta, Bombay and Madras. The exchange in Calcutta named the "Central Exchange"

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had a total of 93 subscribers in its early stage. Later that year, Bombay also witnessed the
opening of a telephone exchange.

Further developments and milestones

Pre-1902 Cable telegraph

1902 First wireless telegraph station established between Sagar Island and
Sandhead.

1907 First Central Battery of telephones introduced in Kanpur.

19131914 First Automatic Exchange installed in Shimla.

1927 Radio-telegraph system between the UK and India, with Imperial Wireless
Chain beam stations at Khadki and Daund. Inaugurated by Lord Irwin on 23 July by
exchanging greetings with King George V.

1933 Radiotelephone system inaugurated between the UK and India.

1953 12 channel carrier system introduced.

1960 First subscriber trunk dialing route commissioned between Lucknow and
Kanpur.

1975 First PCM system commissioned between Mumbai City and Andheri
telephone exchanges.

1976 First digital microwave junction.

1979 First optical fibre system for local junction commissioned at Pune.

1980 First satellite earth station for domestic communications established at

Sikandarabad, U.P..

1983 First analogue Stored Programme Control exchange for trunk lines
commissioned at Mumbai.

1984 C-DOT established for indigenous development and production of digital

exchanges.

1995 First mobile telephone service started on non-commercial basis on 15 August

1995 in Delhi.

1995 Internet Introduced in India starting with Mumbai, Delhi, Calcutta, Chennai
and Pune on 15 August 1995

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4.3 Major Player of Indian telecom Industry:

Airtel

Reliance Communications

Idea

Tata Communications

MTNL

TTML

BSNL

Vodafone India

TataTeleservices

Aircel

SSTL

Global Player of telecom Industry

China Mobile
AT&T
Verizon Communications
Vodafone
Amrica Mvil
Telefnica
Telstra
Nippon Telegraph & Tel
Deutsche Telekom
Softbank

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4.4Telecom Regulatory framework

Introduction
The mobile phone has made a paradigm shift in the life of Indians. It is one of the
major infrastructure drivers like power, road etc. which are the critical components of overall
socio economic development of the nation. Indian mobile industry has come a long way
during the last 15 years and it is considered as a poster boy of Reforms and Liberalization.
The regulatory and policy changes of the Government played a major role in this phenomenal
growth during the last 15 years. The key regulatory bodies of the telecom industry are the
Department of telecom which is the licensor, TRAI, which functions as the regulator and
TDSAT which is the judiciary body.
Department of Telecom (DoT)
The DoT comes under the purview of Ministry of Communications and Information
Technology. The Department of Telecom formulates developmental policies for the
accelerated growth of the telecommunication services. The Department is responsible
granting licenses for various telecom services like Unified Access Service Internet and VSAT
services, managing radio frequency in close coordination with the international bodies and
enforcing wireless regulatory measures by monitoring wireless transmission of all users in the
country.
Wireless planning Coordination Wing (WPC)
The WPC Wing of the Ministry of Communications, created in 1952, is the National
Radio Regulatory Authority responsible for Frequency Spectrum Management, including
licensing and caters for the needs of all wireless users in the country. It exercises the statutory
19

functions of the Central Government and issues licenses to establish, maintain and operate
wireless station
WPC is divided into major sections like
1) Licensing and regulation
2) New technology group and
3) Standing advisory committee on ratio frequency allocation ( SACFA).
SACFA makes the recommendations on major frequency allocation issues, formulation of
the frequency allocation plan, making recommendations on the various issues related to
International Telecom Union (ITU), sorting out problems referred to the committee by
various wireless users, issues clearance of the all wireless installations in the country etc.
Telecom Commission
The Telecom Commission was set up by the Government of India in 1989 with
administrative and financial powers of the Government of India to deal with various aspects
of Telecommunications. The Telecom Commission is responsible for policy formulation,
licensing, wireless spectrum management, administrative monitoring of PSUs, research and
development and standardization
Telecom Regulatory Authority of India (TRAI)
TRAI was set up in 1997 by the government of India as an independent regulator of
the business of telecommunications in the country. TRAI is mandated to provide an effective
regulatory framework and adequate safeguards to ensure fair competition and protection of
consumer interests. The mission of TRAI is to create and nurture such conditions that
encourage the growth of the telecommunications sector in India so that the country can play
an important role in the world telecommunications society. The main objective of TRAI is to
form a transparent and fair policy environment that encourages fair competition.
TRAIs powers and functions includes settlement of disputes that arise between
service providers, maintaining a register of interconnect agreements, and give advice to the
government at the center on subjects that are connected with the development of the
telecommunication technology. TRAI issues large number of directives, regulations, and
orders that deal with various subjects such as interconnection, service quality, and tariff.
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Telecom Disputes Settlement & appellate tribunal (TDSAT)

TDSAT was set up in May 2000 by the government of India to adjudicate over
disputes that arise in the telecommunication sector. TDSAT was established with the view to
protect the interest of the consumers and service providers of the telecommunication sector
and also to encourage and ensure the growth of the telecommunication sector. The
chairperson of TDSAT is appointed from the ranks of chief justice of a High Court or a
Supreme Court judge and holds office for a period of 3 years. The TDSAT can adjudicate any
disputes that arise between a group of consumers and service providers, a licensee and a
licensor, and also between two or more than the service providers. The power and function of
Telecom Disputes Settlement & Appellate Tribunal includes that it can hear the appeal and
also dispose appeals that are against any order, direction, or decision of the TRAI.

4.5 Regulations
1. The Indian Telegraph Act, 1885
This Act is one of the oldest legislations still in effect in India and is an Act to amend
the law relating to telegraphs10 in India.
2. The Indian Wireless Telegraphy Act, 1933
This Act was enacted to regulate the possession of wireless telegraphy apparatus11.
According to this Act, the possession of wireless telegraphy apparatus by any person can only
be allowed in accordance with a license issued by the telecom authority. Further, the Act also
levies penalties if any wireless telegraphy apparatus is held without a valid license.
3. The Telecom Regulatory Authority of India Act, 1997
The Telecom Regulatory Authority of India Act, 1997 enabled the establishment of
the TRAI. The role and functions of the TRAI have already been discussed in Chapter III
above. Interestingly, the 1997 Act empowered the TRAI with quasi-judicial authority to
adjudicate upon and settle telecom disputes. Later this Act was amended by the Telecom
Regulatory Authority of India (Amendment) Act, 2000 to bring in better clarity and
distinction between the regulatory and recommendatory functions of TRAI.
4. The Information Technology Act, 2000

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In 2000, the Indian Parliament passed the Information Technology Act, 2000 (ITA)
mainly to promote e-commerce and give legal recognition to electronic documents and digital
signatures as means to authenticate electronic documents. Later, the Information Technology
(Amendment) Act, 2008 (ITAA 2008) was passed which provided additional focus on
information security as well as added several new sections on offences including cyber
terrorism and data protection.

CHAPTER 5
COMPANY PROFILE

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CHAPTER 5
COMPANY PROFILE

5.1TATA GROUP IN COMMUNICATIONS

Communications is among the Tata Group's larger investments, with over $7.5 billion
already committed. The Group's objective is to provide end-to-end telecommunications
solutions for business and residential customers across the nation and internationally. The
Group's communications activities are currently spread primarily over four companies-Tata
Teleservices Limited, its associate Tata Teleservices (Maharashtra) Limited, Tata
Communications (erstwhile VSNL) and Tata Sky. Together, these companies cover the full
range of communications services, including:
Telephony Services: Fixed and Mobile
Media & Entertainment Services: Satellite TV
Data Services: Leased Lines, Managed Data Networks, IP/MPLS VPN, Dial-up Internet,
Wi-Fi and Broadband

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 Value-added Services: Mobile and Broadband Content/Applications, Calling Cards, Net

Telephony and Managed Services
Infrastructure Services: Submarine Cable Bandwidth, Terrestrial Fiber Network and
Satellite Earth Stations and VSAT Connectivity

5.2TTL Profile
Tata Teleservices Limited spearheads the Tata Groups presence in the telecom sector.
The Tata Group includes over 100 companies, over 450,000 employees worldwide and more
than 3.8 million shareholders.
Incorporated in 1996, Tata Teleservices Limited was the pioneer of the CDMA 1x technology
platform in India, embarking on a growth path after the acquisition of Hughes Tele.com
(India) Ltd [renamed Tata Teleservices (Maharashtra) Limited] by the Tata Group in 2002.
Over the last few years, the company has launched significant services CDMA mobile
operations in January 2005 under the brand name Tata Indicom, market-defining wireless
mobile broadband services under the brand name Tata Photon in 2008 and 2G GSM services
under the brand name Tata DOCOMO in 2009.
Tata Teleservices Limited also has a significant presence in the 2G GSM space, through its
joint venture with NTT DOCOMO of Japan, and offers differentiated products and services.
Tata DOCOMO was born after Tata Groups strategic alliance with Japanese telecom major
NTT DOCOMO in November 2008. Tata DOCOMO received a pan-India license to operate
GSM telecom services and rolled out GSM services in all the 18 telecom Circles where it
received spectrum from the Government of India in the quick span of just over a year.
One of the key milestones in October 2011 was the brand integration exercise at TTL, which
saw the Companys many brands being consolidated under its single flagship brand, Tata
DOCOMO. This helped TTL leverage the benefits of brand synergies and capitalize on its
vast retail and distribution network, which is the largest amongst all private telecom operators
in the country.
Tata DOCOMO marks a significant milestone in the Indian telecom landscape, and has
already redefined the very face of telecoms in India, being the first to pioneer the per-second
tariff option part of its Pay for What You Use pricing paradigm.
24

Tata Teleservices Limited also became the first Indian private telecom operator to launch 3G
services in India under with the launch of services in November 2010 in all nine telecom
Circles where the company bagged the 3G license. In association with its partner NTT
DOCOMO, the Company finds itself favourably positioned to leverage this first-mover
advantage. With 3G, Tata DOCOMO has begun to redefine the very face of telecoms in India.
Tokyo-based NTT DOCOMO is one of the worlds leading mobile operators in Japan, the
company is the clear market leader, used by nearly 55 per cent of the countrys mobile phone
users.
TTL entered into a strategic partnership agreement with Indian retail giant Future Group to
offer mobile telephony services under a new brand name T24, on the GSM platform. Tata
Teleservices also has a strategic tie up with Virgin Mobile that primarily caters to youth
segment offering mobility services on both CDMA and GSM platform.
Tata Teleservices is the undisputed market leader in the fixed wireless telephony market
amongst private operators. In the wireless mobility space, the company in the past has been
rated as the Least Congested Network in India for eight consecutive quarters by the Telecom
Regulatory Authority of India through independent surveys.
Today, Tata Teleservices, along with Tata Teleservices (Maharashtra) Limited, has a reach in
more than 450,000 towns and villages across the country, with a bouquet of telephony
services encompassing Mobile Services, Wireless Desktop Phones, Public Booth Telephony
and Wire line Services.
In December 2008, Tata Teleservices announced a unique reverse equity swap strategic
agreement between its telecom tower subsidiary, Wireless TT Info-Services Limited, and
Quippo Telecom Infrastructure Limited with the combined entity kicking off operations with
18,000 towers, thereby becoming the largest independent entity in this space and with the
highest tenancy ratios in the industry. Today, the combined entity which has been rechristened as VIOM Networks has a portfolio of nearly 60,000 towers.
The company in the recent past has won many awards. TTSL was named The Best Emerging
Markets Carrier by Telecom Asia, and received 8 awards at the World HRD Conference,
including 5th Best Employer in India. The company also received 3 awards at the Telecom
Operator Awards 2010 from Tele.net; Best Company, CEO of the Year and Best Quality of
Service, and Business Standard award for 'Most Innovative Brand of the Year'. Tata
25

DOCOMO was recently recognized as the best Utility VAS Service Provider and Best
Mobile Broadband Service Provider for the year 2012 by Frost & Sullivan.

5.3 TATA DOCOMO:

Tata DOCOMO is Tata Teleservices Limited's telecom service on the GSM platform
arising out of the Tata Group's strategic alliance with Japanese telecom major NTT
DOCOMO in November 2008. Tata Teleservices has received a license to operate GSM
telecom services in 19 of India's 22 telecom Circlesand has also been allotted spectrum in
18 telecom Circles. Of these, it has already rolled out services in all the 18 Circles that it
received spectrum in from the Government of IndiaTamil Nadu, Kerala, Orissa, Karnataka,
Andhra Pradesh, Maharashtra, Mumbai, Madhya Pradesh-Chhattisgarh, Haryana-Punjab,
Kolkata, Rest of West Bengal, Jharkhand, Bihar, UP (East), UP (West), Gujarat, Himachal
Pradesh and Rajasthan.
Tata DOCOMO has also become the first Indian private operator to launch 3G services in
India, with its recent launch in all the nine telecom Circles where it bagged the 3G license. In
association with its partner NTT DOCOMO, the Company finds itself suitably positioned to
leverage this first-mover advantage. With 3G, Tata DOCOMO stands to redefine the very
face of telecoms in India. Tokyo-based NTT DOCOMO is one of the world's leading mobile
operatorsin Japan, the company is the clear market leader, used by nearly 55 per cent of the
country's mobile phone users.
NTT DOCOMO has played a major role in the evolution of mobile telecommunications
through its development of cutting-edge technologies and services. Over the years,
technologists at DOCOMO have defined industry benchmarks like 3G technology, as also
products and services like i-Mode, e-wallet and a plethora of lifestyle-enhancing applications.
Last year itself, while most of the rest of the industry was only beginning to talk of 4G
technology and its possible applications, DOCOMO had already concluded conducting 4G
trials in physical geographies, not just inside laboratories!
DOCOMO is a global leader in the VAS space, both in terms of services and handset designs,
particularly integrating services at the platform stage. The Tata Group-NTT DOCOMO
partnership will see offerings such as these being introduced in the Indian market through the
Tata DOCOMO brand.
26

Tata DOCOMO has also set up a 'Business and Technology Coordination Council',
comprising of senior personnel from both companies. The council is responsible for the
identification of key areas where the two companies will work together. DOCOMO, the
world's leading mobile operator, will work closely with the Tata Teleservices Limited
management and provide know-how to help the company develop its GSM business.
On the CDMA platform, despite being the latest entrant, Tata Indicom has already established
its presence and is the fastest-growing pan-India operator. Incorporated in 1996, Tata
Teleservices is the pioneer of the CDMA 1x technology platform in India. Today, Tata
Teleservices Ltd, along with Tata Teleservices (Maharashtra) Ltd, serves over 84 million
customers in more than 450,000 towns and villages across the country, with a bouquet of
telephony services encompassing Mobile Services, Wireless Desktop Phones, Public Booth
Telephony and Wireline Services.

5.4 VISION AND VALUES AT TATA TELESERVICES (MAHARASHTRA) Ltd

Vision:
Be one of Indias top 3 telecom companies by 2015

Deliverin
g
sustained
profitabili
ty

Being
refreshing
ly
different
in all that
we do

Simplifyin
g and
enriching
peoples
lives

Becoming
a great
place to
work in

Values:
Integrity

Understanding

Responsibility

Excellence

Fair, honest
&
transparent
in all
dealings

Care, respect &

compassion for
customers and
colleagues

What comes
from the
people goes
back to the
people many

Highest
possible in
quality of

goods
27

Unity
Build strong
relationships with
partners &
customersworldwi

5.5 Board of Directors

Mr. Kishor Chaukar

Designation : Chairman

Mr. Srinath Narasimhan

Designation :

Managing

Director

Company : Tata Teleservices (Maharashtra) Ltd.

Mr. S. Ramadorai

Mr. Koji Ono

Designation : Director

Designation : Director

Mr. Amal Ganguli

Mr. NS Ramachandran
Designation : Independent Director
Designation : Independent Director

28

Mr. Nadir Godrej

Prof. Ashok Jhunjhunwala
Designation : Independent Director
Designation : Independent Director

5.6 Product :

Wireless Voice

Wireless Data

Data Solutions

Wireless Voice

PRI/ BRI

Tata Docomo Photon

Broadband

GSM Voice

Centrex

3G

Wi-Fi

CDMA Voice

Internet Lease Line

Tata Walky

MPLS

Wireless EPABX

Tata
Conferencing Solutions

Toll Free Solutions

Gateway

Photon

Biz

29

P2P

ILL:
Todays business increasingly relies on Internet applications and networks to communicate
and collaborate. You cant afford your business relationships to be jeopardized because of the
inability to communicate effectively and securely.
Tata Docomo offers a high performance, carrier grade and dedicated connection,
which gives you an individual, permanently assigned, uncontested connection or port on
Tata Docomo Internet backbone network. Its an ideal solution for businesses that are
outgrowing their dial-up and need a dedicated connection for 24-hours-a-day access. Our
state-of-the-art solutions deliver reliable and cost-effective communications that are fully
supported and secure. And because the service is designed exactly to suit your needs, you
only pay for what you need to control costs.
Supporting the extensive range of connecting carriage service types, speeds and usage
options, Tata Docomo has the flexibility and scalability to meet the needs of all types and
sizes of businesses

Broadband:
The term broadband refers to the wide bandwidth characteristics of a transmission medium
and its ability to transport multiple signals and traffic types simultaneously. The medium can
be coax, optical fiber, twisted pair or wireless. In contrast, baseband describes a
communication system in which information is transported across a single channel.
Prior to the invention of home broadband, dial-up Internet access was the only means by
which one could access the Internet and download files such as songs, movies, e-mails, etc. It
would take anywhere from 1030 minutes to download one song (3.5 MB) and over 28 hours
to download a movie (700 MB). Dial-up Internet was also considered very inconvenient as it

30

would impair the use of the home telephone line, and users would contemplate whether or not
to get a second line, and if doing so was worth the cost

PRI:
PRI is a local exchange access service that creates a direct digital connection
of 30 channels of 64 kbps each, (2Mbps for a PRI) from Tata Docomo switch to
provide voice, data, image and video services on a single line

eCentrex:
We understand how difficult it is to co-ordinate between departments when they have
different addresses. Making all those calls can be very expensive and eat into your companys
profits. That is where eCentrex can prove to be both useful and cost-effective.
eCentrex is a multiple wireline connection with group calling benefits and it connects all your
offices. It functions like an intercom and serves the dual purpose of an office phone as well as
an office extension with direct outward and inward dialing.
Toll Free Solutions:
Why only Tata Docomo Flexi-Toll?

Accessible from all leading operators across India The service is accessible by all
subscribers of all operators across the country. This means no matter where your
customer is or which service provider he has, he will always be able to get in touch

with your company.

Flexibility of base products The service can be subscribed on an y post-paid wireless
or wire line product from Tata Docomo. This can ensure faster deployment of the

service. Advanced call routing

Advanced call routing options is one of t he unique features of Tata Docomo FlexiToll that sets it apart. You can choose your routing preferences and change them or
define them online at any point.
Geographic/Point of Call Routing
Time of Day/Time Interval Routing
Day of Week/ Year Routing
Percentage Allocation Routing
Condition-Based Routing
Call Area Selection/Tailored Call Coverage
Menu Based Routing
PIN Based Routing
31

Interactive web interface Tata Docomo Flexi-Tolls user-friendly web interface

manages most aspects of call r outing. Also, its extremely easy to change/define the

routing online, in real time according to your preference.

Online reports for customers analysis Keep a tab on t he growth of your business and
your customers with analysis reports. You can get a count-based report on allowed or
number of calls received. You can even get a count-based recent call history report.

Audio Conferencing Solutions:

Today in a globalised world, enterprises have a greater need to partner and collaborate. Audio
Conferencing has become an important tool for businesses which need to connect and
collaborate with people across functions and geographies
Tata Docomo owns, controls and monitors its own intelligent and scalable telecom
infrastructure that has ample capacity on bridge - giving you uninterrupted conference calls
with superior clarity.
The customer service desk manned by trained conference call facilitators makes sure that you
receive carrier class service that is available 24x7 at the most competitive rates. Features such
as guaranteed port availability, host dial-out, roster playback, lecture mode and security;
ensure that your every need during a multi-party audio conference call is covered.

MPLS
Businesses of all types and sizes are facing the challenge of integrating data, voice, and video
traffic in easily managed, scalable, economical, and flexible networks. Multi-protocol based
Virtual Private Networks (VPNs) have emerged as a fundamental solution for meeting this
challenge and businesses are now looking to service providers
for value-added, cost-effective VPN services. By outsourcing VPNs to a service provider,
businesses gain the advantages of reduced capital and personnel costs, simpler network
Management, "and pay-as-you-grow" scalability.
Managed Enterprise Network Services with L3 (Layer 3) and L2 (Layer 2) VPN services
bring down your companys overhead costs, increases reliability, scalability and ensures
security.

Business benefits:
Class of Service Four differentiated Classes of Service (CoS) mean that real time and
delay Sensitive traffic can be prioritized according to your individual business requirements
32

 Multiple VPNs the ability to establish VPNs within a single VPN means that sensitive
information can be shared securely between relevant sites
Full range of access options flexible access options include Ethernet, contended and
uncondensed ADSL for branch offices and teleworkers and remote dial access for people on
the move.
Business integration - this allows you to provide business partners or your customers with
restricted access to specific areas of your VPN so they can join in voice and video
conferencing activities and review information together securely
All in one converged communication platform across organisation
Service Level Guarantee the Service Level Guarantee provides guaranteed thresholds for
each Class of Service. These thresholds are supported by service credits

Wi-Fi:
Wi-Fi, also spelled Wifi or WiFi, is a popular technology that allows an electronic device to
exchange data or connect to the internet wirelessly using radio waves. The Wi-Fi Alliance
defines Wi-Fi as any "wireless local area network (WLAN) products that are based on the
Institute of Electrical and Electronics Engineers' (IEEE) 802.11 standards".[1] However, since
most modern WLANs are based on these standards, the term "Wi-Fi" is used in general
English as a synonym for "WLAN". Only Wi-Fi products that complete Wi-Fi Alliance
interoperability certification testing successfully may use the "Wi-Fi CERTIFIED" trademark.
A device that can use Wi-Fi (such as a personal computer, video-game console, smartphone,
digital camera, tablet or digital audio player) can connect to a network resource such as the
Internet via a wireless network access point. Such an access point (or hotspot) has a range of
about 20 meters (65 feet) indoors and a greater range outdoors. Hotspot coverage can
comprise an area as small as a single room with walls that block radio waves or as large as
many square miles this is achieved by using multiple overlapping access points Schematic
of a device sending information wirelessly to another device, both connected to the local
network, in order to print a document.
Wi-Fi can be less secure than wired connections (such as Ethernet) because an intruder does
not need a physical connection. Web pages that use SSL are secure but unencrypted internet
access can easily be detected by intruders. Because of this, Wi-Fi has adopted various
encryption technologies. The early encryption WEP, proved easy to break. Higher quality
protocols (WPA, WPA2) were added later. An optional feature added in 2007, called Wi-Fi
33

Protected Setup (WPS), had a serious flaw that allowed an attacker to recover the router's
password.[2] The Wi-Fi Alliance has since updated its test plan and certification program to
ensure all newly certified devices resist attacks.

GSM Voice:
Global System for Mobile Communications (GSM) services are a standard collection of
applications and features available to mobile phone subscribers all over the world. The GSM
standards are defined by the 3GPP collaboration and implemented in hardware and software
by equipment manufacturers and mobile phone operators. The common standard makes it
possible to use the same phones with different companies' services, or even roam into
different countries. GSM is the world's most dominant mobile phone standard.
The design of the service is moderately complex because it must be able to locate a moving
phone anywhere in the world, and accommodate the relatively small battery capacity, limited
input/output capabilities, and weak radio transmitters on mobile devices.

CMDA Voice:
Code division multiple access (CDMA) is a channel access method used by various radio
communication technologies.
CDMA is an example of multiple accesses, which is where several transmitters can send
information simultaneously over a single communication channel. This allows several users
to share a band of frequencies (see bandwidth). To permit this to be achieved without undue
interference between the users CDMA employs spread-spectrum technology and a special
coding scheme (where each transmitter is assigned a code).
CDMA is used as the access method in many mobile phone standards such as cdmaOne,
CDMA2000 (the 3G evolution of cdmaOne), and WCDMA (the 3G standard used by GSM
carriers), which are often referred to as simply CDMA.

Voice and Data Connectivity:

Every new business has the complex task of organizing and acquiring key
Infrastructural resources in order to get started. The process as we know it, is not only
expensive but also time consuming. With the combination of Wireless EPABX and Tata
34

Docomo Photon Plus Business Gateway, businesses and emerging enterprises now have the
opportunity to begin operational activities instantly without incurring an extravagant capital
expenditure
5.6 AWARDS and RECOGNITIONS

TTSL has won the Global HR Excellence Award 2009 under the Institution Building
Category by World HRD Congress in its Annual Award Ceremony held on 6th Feb
09. 63 Indian and Multinational Organizations participated in various Categories of
the HR Excellence Awards. Delegates from over 60 countries participated in the event
organized by World HRD Congress, which is a renowned conglomerate which drives
HR excellence through Employer branding, HR research, and Best HR and People
development practices. Various Institution Building Initiatives of TTSL like Trainee
Scheme, Mentoring, Gyan Tarang, Tata Indicom Theme Leadership Initiative (TITLI),
Promising Practices, Darpan Employee Engagement Model etc were appreciated by
Senior Industry Leaders who were part of the jury.

TTSLs PROJECT DRISHTI BAGS 2ND NATIONAL TELECOM AWARD

Joint initiative by Tata Teleservices Ltd and the National Association for the Blind
provides viable employment opportunities for the disabled and visually-challenged
New Delhi, May 16, 2008: On the occasion of World Telecom Day, Tata Teleservices
Ltd, the fastest-growing telecom service provider, received the 2nd National Telecom
Award 2008 for connecting with the physically challenged through project Drishti.
In an event organized by the Telecom Equipment Manufacturers Association
(TEMA), Mr Navin Chadha, Chief Information Officer (CIO), Tata Teleservices,
received the award from the Union Minister for Communications & IT, Mr Thiru A
Raja.
Accepting the award, Mr Chadha, CIO, who is also the Project Manager for Drishti,
said: I would like to convey my gratitude to the entire team at TTSL & NAB for
marking this noble initiate a huge success. Project Drishti is bringing new hope and
opportunities to thousands of people who live with visual disabilities. In fact, the
success of Project Drishti has set the roadmap for implementing similar projects at a
national level. Infusing good corporate citizenship has always been at the core of
our business. We always strive to make a positive contribution to communities by
35

supporting a wide range of socioeconomic, educational and health initiatives. Project

Drishti is one of our several projects under the Corporate Sustainability initiative, Mr
Chadha added. Drishti is a Corporate Sustainability initiative of TTSL, an enterprising
idea to help the visually challenged become self-reliant, economically-independent,
self-confident and bread-winners for their families. A dedicated team at TTSL trains
the agents and mentors them for personality development, voice modulation,
handling customers, etc.
The first pilot project was set up in Mumbai with 10 visually-challenged individuals
making outbound calls to Tata Teleservices customers and educating them on various
schemes, offers and promotions. Today, there are 20 agents working at the call center
and plans are on the anvil to add 10 more. With its growing popularity and demand,
Tata Teleservices also plans to initiate this project in New Delhi.
The initiative functions on the basis of an internally developed software Interactive
Voice Response (IVR). This software records customer updates in specific formats as
it identifies errors and omissions made by the agents, thereby, taking up the
responsibilities of a supervisor. It enables the visually-challenged agents to work as
efficiently as any other customer service agentproviding complete guidance and the
required help to the caller.
About Tata Teleservices: Tata Teleservices is one of India's leading private telecom
service providers. The company offers integrated telecom solutions to its customers
under the Tata Indicom brand, and uses the latest CDMA 3G1X technology for its
wireless network. Tata Teleservices along with Tata Teleservices (Maharashtra)
Limited operates in more than 5000 towns across 19 circles i.e. Andhra Pradesh,
Gujarat, Karnataka, New Delhi, Maharashtra, Mumbai, Tamil Nadu, Orissa, Bihar,
Rajasthan, Punjab, Haryana, Himachal Pradesh, Uttar Pradesh (E), Uttar Pradesh (W),
Kolkata, Kerala, Madhya Pradesh and RoWB. Tata Indicom brand has a customer
base of over 25 million.

Innovative Retail Concept of the Year - Tata Teleservices Ltd

The Global Jury of Asia Retail Congress has chosen Tata Teleservices Ltd as the
WINNER of this years Innovative Retail Concept of the Year, part of the Reid &
Taylor Awards for Retail Excellence, 2009. The award is being given to Tata
Teleservices Limited for spearheading a unique trend in online retailing with the
launch (in January 2008) of an online storei-choosefor experiencing and
purchasing mobile connections.
36

Asia Retail Congress is represented by 60 countries from across different parts of the
worldit is a non-profit making activity, aimed at the professional cause of
development and growth. i-choose provides customers the ultimate convenience of
buying Tata Indicom post-paid connections at a click of the mouse, with an upfront
commitment of activation and free doorstep delivery of the working handset within
three working days. The service, which is accessible across India, was conceptualized
by the Tata Teleservices Limited marketing team to ensure a leisurely and satisfying
shopping / gifting experience. The award recognizes the many firsts that i-choose
brings to TTSL and its consumers, viz
TTSL is the first service provider to introduce an online retail store;
i-choose empowers consumers to conduct research, compare and select from a
wide range of handsets, tariff plans and value-added services, and offers the ultimate
in convenience;
Customers get to choose their preferred mobile number;
Post-paid connections are accessible across the country at the click of a mouse;
Upfront commitment of free delivery and activation within three working days; and
Accessed simply by logging in to www.ichoose.in
i-choose has been developed by Tata Teleservices to empower consumers to make an
informed and well-researched choice from a wide range of Tata Indicom handsets,
tariff plans and value-added services. Customers can compare and select the
appropriate tariff plan, handset and value-added packs to suit their personal
requirements and lifestyle demands. The e-shop is easy to navigate with a clutter-free
design format and ensures convenience, even for a first-time Internet-user.

Tata Teleservices (Maharashtra) Limited wins the IT Service Provider Of The

Year award
Mumbai, 26th August, 2009: Tata Teleservices (Maharashtra) Limited (TTML) has
bagged the prestigious IT Service Provider (Telecom/ISP) of the Year award at the
Maharashtra
Information Technology Awards 2009.
The Maharashtra Information Technology Awards were instituted in 2004 to
felicitate outstanding performance by the IT companies and institutions in
Maharashtra. The awards are designed to encourage the growth and development of
the IT sector in the state. TTML, with over 8 million subscribers across Maharashtra
and Goa, is one of the few fully integrated telecommunication service providers and
deploys CDMA, GSM and wire line services. It recently embarked on its vision for
Digital Mumbai TM, offering broadband services over wire line and wireless media
anytime, anywhere in Mumbai. Mumbai, which is witnessing a substantial overhaul of
37

its physical infrastructure, requires the creation of world class digital infrastructure to
realize its ambition to become the commercial capital of this part of the world, an
Endeavour in which TTML is well positioned to play a critical role.
Speaking on the occasion, Dr. Mukund Rajan, Managing Director, Tata Teleservices
(Maharashtra) Limited said, I am delighted and honored to receive this award on
behalf of TTML. This recognition from the Government of Maharashtra validates our
efforts in creating a world class digital infrastructure and comprehensive
communication solutions for our customers.
This award will encourage and motivate us to continuously better our performance
and deliver exemplary service to our customers. The award vindicates TTMLs
continuous endeavor to deliver beyond our customers expectations with a range of
innovative products, superior network and a passionate work-force.

5.7 Competitors Product wise:

Products

Competitors
Reliance, BSNL, Airtel, Tikona, Hi5, Sify, Vodafone ,hathway,

Broadband

You Broadband
Reliance, BSNL, Airtel, Tikona, Vodafone, hathway, Idea

Internet Lease Line (ILL)

BSNL, MTS, Aircel, Airtel, Idea, Reliance, Vodafone,
Wireless Data (Dongle)
Airtel ,Reliance Communications , Idea ,MTNL,BSNL ,
Wireless Voice service

Vodafone India , Aircel ,Uninor

MPLS
Airtel , Idea, Reliance, Vodafone
Centrex
Wire line Voice service

Airtel, Idea, Reliance, Vodafone

Airtel, BSNL,Vodafone, Reliance , Aircel, Idea, MTS

PRI

BSNL, Airtel, Idea, Reliance ,Vodafone

VPN

Airtel, Reliance, Vodafone

Cloud Computing

Reliance, Airtel

Wi-Fi

Airtel, Reliance, Vodafone , Idea, Aircel, Tikona

38

CHAPTER 6
LITERATURE REVIEW

CHAPTER 6
39

LITERATURE REVIEW
PAPER 1:

SERVICE QUALITY IN TELECOM SECTOR - A STUDY OF

TELECOM SERVICE PROVIDERS OF CHANDIGARH,
PANCHKULA AND MOHALI
Dr Sandhya Joshi, Assistant Professor, Graphic Era University, Dehradun
Parveen Khurana, Associate Professor, Department of Commerce, M L N College,
Yamunanagar (Haryana)

Abstract
Telecom landscape has witnessed a major shift after 1996 with the advent of new
technologies and is taking the lead in the market place. Increasing data communication
speeds and decreasing cost for transmitting digital information have led to larger market
penetration rates for broadband communications and related Internet applications, thus
effectively transforming the traditional telecom industry structure. This transformation of
telecom industry has enabled organizations in other industries to adopt new management
infrastructures with more IT based applications like Enterprise Resource Planning (ERP),
Supply Chain Management (SCM) and Customer Relationship Management (CRM), which
are fundamentally driven by new telecom technologies. Internet technology along with
telecom technologies is playing a big role in facilitating the transformation, in other words
digitization, of several industries. .
The telecom services have been recognized the world-over as an important tool for
socioeconomic development for a nation and hence telecom infrastructure is treated as a
crucial factor to realize the socio-economic objectives in India. Accordingly, the Department
of Telecom has been formulating developmental policies for the accelerated growth of the
telecommunication services.

Use to the project:

Understanding Concept of Supply Chain Management (SCM) and Customer Relationship
Management (CRM) in Telecom sector .

Paper 2:
40

Factors Affecting Customer Satisfaction

International Research Journal of Finance and Economics
ISSN 1450-2887 Issue 60 (2010)
EuroJournals Publishing, Inc. 2010
http://www.eurojournals.com/finance.htm
Factors affecting customer satisfaction is of worth importance in order to know the
reasons or the factors which are responsible to create satisfaction among customers for a
particular brand. Customer satisfaction is established when brand fulfills the needs and
desires of customers. In this research study, the subscribers of telecom sector or the mobile
service providers like Ufone, Mobilink, Telenor etc operating in Pakistan were targeted as the
population while Price Fairness and customer services were the taken as predicting variables
towards customer satisfaction as criterion variable. The results showed that both the factors
significantly contributed to explain customer satisfaction but comparatively price fairness had
the larger impact on customer satisfaction than customer services. Conclusion and
implications of the study are also discussed based on the analysis.

Use to the Project

Understanding the key factors which is affecting on customer satisfaction in telecom sector,
as well as understanding the service quality and customer profiles.

41

Paper 3:
International Journal of Innovative Research & Studies

Impact of service quality on customer satisfaction of mobile users- A Case

study
Abstract
Qualitative Services deregulation or free competition and new technology have increased
competition and widened the range of network services available throughout the world .This
increase in telecommunication capabilities allow business to benefit from the information
revolution in numerous ways, such as reforming their inventories, increasing productivity,
and identifying new markets. But at the same time, in cellular mobile service sector, the
customers switch out rate is much higher then any other service sector. To retain their
customers, these companies have to enhance the quality of services so that the customer
adheres to the same company for much longer chi square test is applied in this paper to check
the authenticity of data given by the respondents.
Use to the Project
Understanding service quality, Product Profiles, Customer Profile and Customer feedback
Concept.

42

CHAPTER 7
RESEARCH METHODOLOGY

43

CHAPTER 6
RESEARCH METHODOLOGY
Primary Objectives:
1.
2.
3.
4.
5.
6.
7.

To study the customer satisfaction levels of TTLs customers

To take Customer Feedback of existing Services (Survey through Questionnaire);
To understand the process of customer relationship management;
To find out the problems or gap between the organization and customer
To study the product line of Tata Teleservices Ltd.
To study the customer profiles of Tata Teleservices Ltd.
Understand the need of clients and understand the process of segmentation, targeting and
position for telecom industrial products.

The hypothesis for the study was:

1. Majority of B2B customers are satisfied with the product and service offered by the
company.
2. It is possible to study the B2B customer satisfaction levels with the help of suitable
research techniques.

Research Methodology
There are three types of research design. These classifications are made according to the
objective of the research. In some cases the research will fall into one of these categories, but
in other cases different phases of the same research project will fall into different categories.

44

Setting of

objective

Setting the area

under the study
Design the method
of data collection
Survey
method(questionnai
re)
Collection

of data

Interpretataion and
analysis of collection
data
Conclusion

1) Exploratory research has the goal of formulating problems more precisely, clarifying
concepts, gathering explanations, gaining insight, eliminating impractical ideas, and forming
hypotheses. Exploratory research can be performed using a literature search, surveying
certain people about their experiences, focus groups, and case studies. When surveying
people, exploratory research studies would not try to acquire a representative sample, but
rather, seek to interview those who are knowledgeable and who might be able to provide
insight concerning the relationship among variables. Case studies can include contrasting
situations or benchmarking against an organization known for its excellence. Exploratory
research may develop hypotheses, but it does not seek to test them. Exploratory research is
characterized by its flexibility.

45

2) Descriptive research is more rigid than exploratory research and seeks to describe users
of a product, determine the proportion of the population that uses a product, or predict future
demand for a product. As opposed to exploratory research, descriptive research should define
questions, people surveyed, and the method of analysis prior to beginning data collection. In
other words, the who, what, where, when, why, and how aspects of the research should be
defined. Such preparation allows one the opportunity to make any required changes before
the costly process of data collection has begun. There are two basic types of descriptive
research: longitudinal studies and cross-sectional studies. Longitudinal studies are time series
analyses that make repeated measurements of the same individuals, thus allowing one to
monitor behaviour such as brand-switching. However, longitudinal studies are not necessarily
representative since many people may refuse to participate because of the commitment
required. Cross-sectional studies sample the population to make measurements at a specific
point in time. A special type of cross-sectional analysis is a cohort analysis, which tracks an
aggregate of individuals who experience the same event within the same time interval over
time. Cohort analyses are useful for long-term forecasting of product demand.
3) Causal research is used to obtain evidence of cause - and - effect relationships. Marketing
managers continually make decisions based on assumed causal relationships. These
assumptions may not be justifiable, and the viability of the causal relationships should be
examined via formal research. For example, the common assumption that a decrease in price
will lead to increased sales and market share does not hold in certain competitive
environments. Causal research is appropriate for the following purposes.
1. To understand which variables are the independent variables and which variables are
the dependent ones.
2. To determine the nature of the relationship between the independent and dependent
variables.
In this very project, the researcher is going to prepare a questionnaire whose main motive is
to inquire about the product performance, obtain their feedback about service quality and
obtain important suggestions from them as to how the customer satisfaction and customer
retention can be increased thus creating a long term relationship with them. Thus this study
can be put in the exploratory research design category because it is confined to a small
number of respondents (100) by the help of whom the researcher tries to define the problem
which is the acceptance level of customers for relationship marketing.
46

Sampling
An integral component of a research design is the sampling plan. Specifically, it addresses
three questions:

Whom to survey (The sample unit)?

How many to survey (The sample size)?

And how to select them (The sampling procedure)?

Making a census study of the entire universe will be impossible on the account of limitations
of time, resources and money. Hence sampling becomes inevitable. A sample is only a
portion of the universe of population. According to Yule, a famous statistician, the object of
sampling is to get maximum information about the parent population with minimum effort.
Properly done, sampling produces representative data of the entire population.
Methods of Sampling
Probability Sampling is also known as random sampling or chance sampling. Under this
sampling design every item of the universe has an equal chance, or probability of being
chosen for sample. This implies that the section of the sample items is independent of the
persons making the study - that is the sampling operation is controlled objectively so that the
items will be chosen strictly at random. Probability samples may take the form of:

Simple Random Sampling

Systematic Sampling

Stratified Sampling

Cluster and Area Sampling

Sequential Sampling

Multi stage Sampling

47

Non Probability Sampling is also known as deliberate sampling, purposive and judgment
sampling. Non-probability sampling is that which does not provide every item in the universe
with a known chance of being included in the sample. Non-probability sampling is of the
following type:

Convenience Sampling

Quota Sampling

Judgment Sampling

Snowball Sampling

Sampling Method used

This is an exploratory type research.
Sampling Method
Non Probability
Sample
B2B Customers of Tata Teleservices Ltd
Sample Universe
India
Sample Frame
B2B Customers of TTL in Pune city
Sample Size
70
Table: Profile of sample studied
Data Collection Techniques
Primary Data
Primary data is data that is gathered for a specific purpose or a specific section for a research
project. Most marketing projects involve some primary data collection. The study required
the conduct of an in depth personal interview and telephonic interview among a sample of
100 existing customers. The survey was conducted with the help of a structured questionnaire
and such data was collected for the first time, to suit the purpose of the research.
Secondary Data
Secondary data is data that already exists but might have been collected originally for some
other purpose. Secondary data provide a starting point for research and offer the advantages
of low cost and ready availability. Sources of secondary data included information from
invoices of customers of TTL, and information stored in the company database.
Statistical Tools used for analyzing the data

48

Percentage Method
Percentages are used for making comparison between two or more series of data. This tool
was used to know the percentages, to which the respondents had responded for each of the
parameters for the various questions in the questionnaire.
Pictorial Analysis
Bar graphs and Pie charts are used to depict the data in pictorial format.
Scope of the Project
The scope of the project can be confined in terms of three elements of the project. They may
be stated as under,
1) Duration:
The scope of the project was limited to the duration of 2 months as far as the time
element is considered. The researcher had to do the project in the time stipulated by
the University of Pune.
2) Location:
As the researcher had done his project with Tata Teleservices Ltd, the location was
limited to the local area of Pune city.
Limitations:
1. Time and Cost constraints were also there.
2. A samples size of seventy has been use due to time limitations.
3. A majority of respondents show lack of cooperation and are biased towards their own
opinions
4. Details and offer given by other companies were not provided to us.
5. Only the population Pune cannot represent the nature of whole country
6. The analysis is depended on the customer response. In reality the picture might be
different.

49

CHAPTER 8
DATA ANALYSIS AND INTERPRETATION

CHAPTER 8
50

DATA ANALYSIS AND INTERPRETATION

1) Satisfaction with the Tata Teleservices Ltd image for the following.
TABLE:8.1
Options

Very
Satisfied
29
38

Internet Presence
Information
Material
Consulting &
Service
Breadth of Product
Range
Latest Products

Satisfie
d
25
23

Neutra
l
16
9

Dissatisfie
d
0
0

Very
Dissatisfied
0
0

16

28

12

28

20

15

26

24

14

GRAPH:8.1
38

40
35
30
25
20

29
25

28

28

23

20

16

16

15

15

12

10

26
24
14

Very Satisfied
Satisfied

Neutral

5
0

Dissatisfied
0

Very Dissatisfied

51

Interpretation:
From the responses given above by the respondents following factors can be interpreted:

On the positive side, majority of the respondents are satisfied with the Tata
Teleservices Ltd image for the Internet presence, Information Material, Consulting
and Service and Latest products.

Whereas, Very satisfied with the Breadth of Product range.

52

2) Customers judgments on the quotation processing referring to features mentioned

below.
TABLE:8.2
Options
Quick Response

Very
Satisfied
18

Satisfie
d
24

Neutra
l
14

Dissatisfie
d
14

Very
Dissatisfied
0

Quotation Details

21

23

11

15

Staffs

14

31

18

Availability
Lead Time

16

24

23

GRAPH:8.2
80
70
60
50

14

15

18

14

11

24

23

7
23

40
30

Very Dissatisfied
31

24

Neutral

20
10

Dissatisfied

18

21

14

16

Satisfied
Very Satisfied

Interpretation:

Majority of the customers have given judgments that they are Satisfied with the
quotation processing referring to features like Quick Response, Quotation Details,
Staffs Availability and Lead Time.

3) Customers opinion on Tata Teleservices Ltd order processing.

53

TABLE:8.3
Options

Very
Satisfied
Adherence to Delivery
14

Satisfie
d
31

Neutra
l
11

Dissatisfie
d
7

Very
Dissatisfied
7

dates
Flexibility of Delivery

21

25

10

Time & Quantity

Handling of Complaint
Packaging

14
35

35
21

4
7

11
7

6
0

GRAPH:8.3

70
60
50
40
30

7
7
11
31

20
10
0

14

7
7
10

6
11
4

25

35

21

0
7
7
21

35
14

Very Dissatisfied
Dissatisfied
Neutral
Satisfied
Very Satisfied

Interpretation:

The above graph shows that most of the customers are satisfied with the options given
for the Order Processing. Such as Adherence to the Delivery Dates, Flexibility of

Delivery Time, Handling of Complaint.

While customers are Very Satisfied by Order Processing with Packaging.

4) Customers views about the technical consulting service at Tata Teleservices Ltd.
54

TABLE:8.4
Options

Very
Satisfied

Staffs Capacity
Variety of Solutions
Speed of Response
Technical

Satisfie

Neutra

Dissatisfie

17
14
10
17

28
24
34
28

11
18
11
11

Very
Dissatisfied

7
10
7
7

7
4
8
7

Documentation

GRAPH:8.4
40
34

35
30

28

28
24

25
20
15

18

17
11

10

7 7

17

14
10

10
4

11

7 8

Very Satisfied

11

7 7

Satisfied
Neutral
Dissatisfied
Very Dissatisfied

Interpretation:

The view towards the Technical Consulting Services such as, Staffs capacity, Variety
of Solutions, Speed of Response and Technical Documentation is positive.

5) Satisfaction about Tata Teleservices Ltd Product Quality.

55

Table:8.5
Options

Very

Satisfie

Neutra Dissatisfie

Very

Product Quality

Satisfied
17

Dissatisfied
3

34

11

Design & Function

31

22

19

Technical

14

28

11

10

Properties
Price/ Performance

21

24

14

Economic

14

31

17

10

34

14

time
Safety

Life-

Graph:8.5
80
70
60
50
40

Very Dissatisfied

30

Dissatisfied

20

Neutral

10

Satisfied

Very Satisfied

Interpretation:

Majority of the customers are Satisfied with the Product quality, Technical Properties,

Price/Performance, Economic Life-time and Safety.

And Very satisfied with the Design and Function of product.

56

6) Opinion about Tata Teleservices Ltd customer service.

Table:8.6
Options

Very
Satisfied
Customer Support
14
Handling
of
11
Complaint
Easy Processing
Staffs Knowledge
Customer Service

14
11
24

Satisfie
d
34
24

Neutra
l
11
21

Dissatisfie
d
7
7

18
38
14

28
11
7

8
4
14

Very
Dissatisfied
4
7
2
6
11

Graph:8.6
40
35
30
25
20
15
10
5
0

Very Satisfied
Satisfied
Neutral
Dissatisfied
Very Dissatisfied

Interpretation:

Above graph shows that customers are Satisfied with the Customer Support received

by them, along with Handling of Complaint and Staffs knowledge,

The opinion regarding Easy Processing is neutral.
Most of the customers are Very satisfied by the Customer Service.

7) Opinion about Tata Teleservices Ltd. in general?

57

Table:8.7
Options

Very

Satisfie

Neutra

Dissatisfie

Very

Satisfied

Dissatisfied

Satisfactio

17

28

10

Total no. of
Respondents

70

Graph:8.7

Satisfaction
6

17

10

Very Satisfied
Satisfied
Neutral

Dissatisfied
28

Very Dissatisfied

Interpretation:

Out of 70 respondents, 17 are Very satisfied, 28 are Satisfied, 9 are Neutral, 10 is

Dissatisfied and 6 is Very dissatisfied with TTL in general.

58

8) Is it your intention that you would continue to use Tool holders of Tata Teleservices
Ltd in the future?
Table:8.8
Options
Further Contract

YES

NO

Perhaps

Total no. of
Respondents

38

14

18

70

Graph:8.8

Further Contract

18
YES
NO
PERHAPS
38
14

Interpretation:

Out of 70 respondents, 41 respondents have said yes that they will continue to use the

Tool holders of TTL.

18 have said Perhaps.
Whereas 11 have said no.

9. Recommendation of Tata Teleservices Ltd to a colleague/company?

59

Table:8.9
Options
Recommendation

YES

NO

Perhaps

45

19

Total no. of
Respondents
70

Graph:8.9

Recommendation

YES
NO

19

PERHAPS
45

Interpretation:
Out of 70 respondents, 45 have said they will recommend TTL to others.
19 respondents said they wont recommend it to others.

60

10) If possible would you please rate Tata Teleservices Ltd. as a supplier?
Table:8.10
Options

Good

Supplier Rating

36

Average
24

Below
Average
10

Total no. of
Respondents
70

Graph:8.10

Supplier Rating

10
GOOD
AVERAGE
36

BELOW AVG.

24

Interpretation:

Out of 70 respondents, 36 have said TTL is Good supplier.

24 have said TTL is an Average supplier.
And 10 have TTL is an Below average supplier.

61

CHAPTER 9
FINDINGS

CHAPTER 9
62

FINDINGS
SWOT Analysis:
A SWOT analysis is done to know the strength, weaknesses, opportunities and threats of the
company. This analysis will explain about the strength, weakness, opportunities and threats of
Tata Teleservices Ltd.

Strength

Range of product is available.

Negotiable.
Cost effective.
Number of features are available
Customization according to client can
be easily done.
Good Advertising
High brand visibility

Weakness

Opportunities

Lot of New Telecom Companies.

Compulsion of security system at
commercial projects.
SMEs which cannot afford the cost of
ERPs & SAP.
Fast expanding cellular market
Latest and low cost technology
Value added services

Unable to tap the entire market across

Pune.
Customer perception about the
newness of the company.
Price Competition from BSNL &
Airtel
Service Centre issues

Threats

Brand name of big IT companies.

Availability of almost similar type of
products of other companies.
Competitors low price offering
Saturation point in Basic telephony
service

From the above data it can be seen that:

63

1. The image of Tata Teleservices Ltd is satisfactory among its customers. This is
evident from the fact that majority of the customers are satisfied with their consulting
and service, internal presence and product range.
2. The same scenario can be seen in the case of quotation processing, where the
respondents are satisfied with the quotation details, staff availability and lead and
response time.
3. In case of order processing the number dissatisfied customers are seen to be on the
higher side. The main reasons for dissatisfaction are non-adherence to delivery
schedules and complaint handling procedures.
4. The technical consulting service provided by Tata Teleservices Ltd generated a mixed
response wherein, most of the customers were either satisfied by it or had a neutral
view.
5. The general consensus about the product quality of Tata Teleservices Ltd was that, the
customers were satisfied with it. The product quality received high scores in the area
of design and function, price/ performance and economic life time and safety too.
6. In the area of customer service, the respondents showed a mixed consensus with some
customers being dissatisfied with the service in general and staffs knowledge to
address the problem. While the other half of the customers were satisfied or had a
neutral view about the same.
7. The general opinion of Tata Teleservices Ltd was that the customers were satisfied
with the company.
8. Large majority of customers showed a positive inclination towards the use of Tata
Teleservices Ltd tools in future, and even larger number of customers responded that
they would recommend it to other company colleagues.
9. The ratings received to Tata Teleservices Ltd as a supplier was good and average

64

CHAPTER 10
CONCLUSION

CHAPTER 10
CONCLUSION
From the project it can be concluded that,
65

Tata Teleservices Ltd has a strong base of customers in and around Pune region, and
also whole of India. This is due to the unmatched product quality given by the
company to their customers.

Also the technical expertise and the processing of quotations and purchase order have
led to superior position in local market for the company.

The main area of concern for Tata Teleservices Ltd is that, the after sales service
quality is not up to the mark compared to their competitors. This is due to the fact that
their staffs knowledge is not the best, and they are not able to assist and service the
customers.

The overall brand image of Tata Teleservices Ltd is very strong this results in repeat
business from their existing B2B customers.

66

CHAPTER 11
SUGGESTIONS

CHAPTER 11
SUGGESTIONS
67

From the above study the researcher recommended the following points.
Tata Teleservices Ltd has some issues to sort out mainly in the following area:
1.
2.
3.
4.

Complaint handling
Technical consulting and documentation
Speed of response
Customer service

1. Complaint handling
A 24 x 7 customer service unit should be formed by the company to handle and sort
out the complaint registered by the customers. A separate unit must be formed with
employees having technical expertise in this area itself.
2. Technical consulting and documentation
For any company providing precision tools, a strong team of experts is a must who
provides technical expertise and documentation details. Tata Teleservices Ltd is
lacking behind in this area. They must hire some experts who can guide the
companys customers and help them out with the documentation process.
3. Speed of Response
As mentioned earlier a separate team or unit must be formed whose prime
responsibility will be to provide service to the customers and handle the complaints
effectively.
4. Customer service
A separate 24 x 7 call center must be formed as Tata Teleservices Ltd is a market
leader in Pune region and has many clients. This customer service cell will effectively
cater to the complaints registered by the customers

68

CHAPTER 12
LEARNING FROM THE PROJECT

69

CHAPTER 12
LEARNING FROM THE PROJECT

LEARNING THROUGH THE PROJECT

During this internship of two months, apart from project I have learnt several important skills
and gained knowledge which is very important, and according to me is the best learning
during the Summer Internship Project, some of them are covered below:
INTERPERSONAL SKILLS:
While visiting the clients I have learnt the way of pitching a customer, how to represent the
products, how to handle various queries from them and several others.
COMMUNICATION SKILLS:
During this tenure of two months they have provided me various opportunities to improve my
communications skills. It includes presentations on various topics like basic of TTL services
and group discussions.

KNOWLEDGE ENHANCEMENT:
With practices like NEWS submission on regular basis, assignments and daily sensex watch
helped me to improve my knowledge regarding both stock market and economic
development of the country

TEAM BUILDING:
While working with TTL team in direct I have learnt the art of team building and working in
a group, the way they work and move ahead as a team helps them in increasing the AUM of
the company and achieving their targets.

70

APPLICATION OF KNOWLEDGE:
Another important skill that I have learnt during the project is application of knowledge to
real life situations such as handling the investors who have knowledge about the industry, use
of EXCEL to make MIS and recording customer feedback
FOLLOW-UP SKILL:
In this project I have to follow the clients date and time for the meeting, which teach me how
to follow any customer and why it is important, it also need time punctuality to follow on
time.

71

CHAPTER 13
CONTRIBUTION TO TTL

72

CHAPTER 13
CONTRIBUTION TO TTL

73

74

CHAPTER 14
BIBLIOGRAPHY

75

Bibliography
Research methodology: C. R Kothari
Publisher: New age publication (Academic), India
Books and Magazines:

Marketing management by Mr. Philip Kotler

Business World
Business & Economy

Newspapers

The Times of India

The Indian Express
Economic Times
Business Standard

Websites:
http://en.wikipedia.org/wiki/telecom
http://www.tatadocomo.com/sme/
http://www.tatateleservices.com/t-aboutus-ttml-organization.aspx
http://www.tari.org/
http://www.researchandmarkets.com/research/k9b7fx/latest_indian
http://www.ficci.com/spdocument/
www.ibef.org/industry/telecommunications
https://www.deloitte.com/assets/.../TMT_India_Predictions_2013.pdf
www.irosacea.org/research.php
en.wikipedia.org/wiki/Market_research
www.slideshare.net/.../introduction-to-research-methodology-presentation
www.slideshare.net/../introduction -to-telecom-sector
.

76

CHAPTER 15
ANNEQURE

77

ANNEXURE

Fill in BLOCK letters or tick as applicable

Title:

Ms.

Mrs.

Mr.

Other

Full Name:
Company Name:
Designation:
Business Email:
Phone:
City:

1) Are you Satisfaction with the Tata Teleservices Ltd image for the following
Parameters?
Options

Very

Satisfied

Neutral

Dissatisfied

Very Dissatisfied

Satisfie
d
Internet Presence
Information Material
Consulting & Service
Breadth of Product Range
Latest Products
2) What are your judgments on the quotation processing referring to features
mentioned below?
Options

Very Satisfied

Satisfie

Neutral

Dissatisfied Very Dissatisfied

d
Quick Response
Quotation Details
Staffs Availability
78

Lead Time
3) What is your opinion on Tata Teleservices Ltd order processing?
Options

Very

Satisfied

Neutral

Dissatisfied

Satisfie

Very
Dissatisfied

d
Adherence to Delivery dates
Flexibility of Delivery Time &
Quantity
Handling of Complaint
Packaging
4) What is your view about the technical consulting service at TTL for following
functions?
Options

Very

Satisfied

Neutral

Dissatisfied

Satisfie

Very
Dissatisfied

d
Staffs Capacity
Variety of Solutions
Speed of Response
Technical Documentation

5) Satisfaction about Tata Teleservices Ltd Following Functions.

Options

Very
Satisfied

Satisfied

Neutral

Dissatisfied

Very
Dissatisfied

Product Quality
Design & Function
Technical Properties
Price/ Performance
Economic Life-time
Safety

79

6) What are your Opinions about Tata Teleservices Ltd customer service?
Options

Very

Satisfied

Neutral

Dissatisfied

Satisfie

Very
Dissatisfied

d
Customer Support
Handling of Complaint
Easy Processing
Staffs Knowledge
Customer Service

7) What is your Opinion about Tata Teleservices Ltd. in general?

Options

Very

Satisfied

Neutral

Dissatisfied

Satisfied

Very

Total no. of

Dissatisfied

Respondents

Satisfaction

8) Is it your intention that you would continue to use Tool holders of Tata Teleservices
Ltd in the future?
Options

YES

NO

Perhaps

Total no. of Respondents

Further Contract

9) Are you recommended of Tata Teleservices Ltd to a colleague/company?

Options

YES

NO

Perhaps

Total no. of Respondents

Recommendation

10) How much You Give Rating to TTL as a Supplier?

Options

Good

Average Below Average

Total no. of Respondents

Supplier Rating

80

81