A Project Study Report On Training Undertaken at VODAFONE ―ANALYZING MARKET RESEARCH & CUSTOMER SATISFACTION‖ Submitted in partial fulfillment for the Award of degree of Master of Business Administration 2012-2014 Submitted by: Submitted to: SUNIL SHARMA MS. SWATI JANGID Enrollment No.12M2ARXXM45P637 Asst. Professor Arya College of Engineering & I.T. Kukas Jaipur. 1 PREFACE Practical work experience is the integral part of individual learning. An individual who is learning managerial concepts has to undergo this practical experience for being a future executive. Master of Business Administration is a two-year programme that inserts management knowledge in an individual to make that individual completely professional for which practical experience is must. VODAFONE offered me a project on MARKETING to understand the current position through dates provided by them. 2 ACKNOWLEDGEMENT No task is single man’s effort. Any job in this world however trivial or tough cannot be accomplished without the assistance of others. An assignment puts the knowledge and experience of an individual to litmus test. There is always a sense of gratitude that one likes it express towards the persons who helped to change an effort in a success. The opportunity to express my indebtedness to people who have helped me to accomplish this task. I deem it a proud privilege to extend my greatest sense of gratitude to my guide Mr. H. solanki (G.T, 5th floor Malviya nager Jaipur) the keen interest, inspiring guidance, continuous encouragement, valuable suggestions and constructive criticism throughout the pursuance of this report. My sincere thanks are due to my Project Guide Ms. swati jangid for their valuable support in helping me to gain this opportunity of being associated with an organization of such esteem. all my friends for their active cooperation which was of great help during the course of my training project. SUNIL SHARMA III SEM 3 Executive Summary The project study of a management student plays an important role to develop him/her into a well – groomed professional. It gives theoretical concepts a practical shape in a field of applications. It gives an idea of dynamic & versatile professional world as well as an exposure to the intricacies & complexities of corporate world. My project study report on Vodafone Essar Digilink Limited, Jaipur was a learning experience to see how the company provides its products & services to its existing & potential customers & consistently keeps an eye on its customer service quality in order to thoroughly work upon attaining the customer satisfaction & maintaining long term customer commitment and relationship. This has become more important after the acquisition of Hutch by Vodafone as during the Brand Transition Period it was a difficult task to retain the old loyal customers & attract the potential customers in order to expand its subscriber base. Following this concept the organization has started concept of HAPPY TO HELP. This concept of Vodafone Customer care department works upon keeping its customers happy & delighted by continually keeping a check on their various services, asking for customers’ feedback & suggestions & thus, renewing and reworking on the processes of the various touch points by capturing the VOC and analyzing the information collected in order to attain the highest customer satisfaction level. As the telecommunication industry is marching with gushing speed towards the horizon, Vodafone Essar Digilink Limited, is also heading with greater speed to keep pace with mobile services. At Vodafone Essar Digilink Limited, I got a chance to apply the theory to latest technological & marketing environment. I learnt a lot on various aspects of organizational structure, departments, customer service, communication & their impact. It was real interesting experience & I enjoyed every part of it. The project business process management aims to convert customer satisfaction into CUSTOMER DELIGHT & then to WOW experience. The project aims at micro level analysis of all the processes at all the customer’s touch points. The basic idea is to capture VOC (Voice of Customer), analyze it & streamline all the processes. 4 Customers being the best judges, their feedbacks are collected & analyzed. On the basis of analysis & customer suggestions, the loopholes of the processes are being figured out & the processes are being redesigned. Therefore, the project aims at analyzing the Customers’ expectations & suggestions & thus improving the services at Vodafone & retaining the old customers of Vodafone & to attract the potential customers. Implementation of the suggestions & finding via surveys which are feasible at a very rapid speed is a major highlight of this project. The project had an indirect impact on revenue generation. It aims at improving the quality of the various ongoing processes. The project study is a part of the curriculum of the Rajasthan University Management of Buisness Administration course. There is a provision of real life short term corporate study. It is aimed to provide the student an industrial exposure.Students are expected to learn the technical aspects of theoritical studies applied in the organisations. I selected VODAFONE ESSAR DIGILINK LTD. It is a world class innovative competitive profitable and high tech Company of Telecom. 5 Table of Contents S.NO. PARTICULAR Page No. 1 INTRODUCTION TO INDUSTRY 2 INTRODUCTION TO THE ORGANIZATION 3 RESEARCH METHODOLOGY Title of the study Duration of the project Objective of the study Types of research Sample size and method of selecting sample Scope of study Limitation of study 4 FACTS AND FINDINGS 5 ANALYSIS AND INTERPRETATION 6 SWOT 7 CONCLUSION 8 RECOMMENDATION AND SUGGESTION 9 APPENDIX 10 BILOLIOGRAPHY 6 CHAPTER-1 Introduction to Industry 7 Introduction: 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 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] 8 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 9 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. 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