A

Project Study Report

On
Training Undertaken at

“MARKET ANALYSIS AND CUSTOMER SATISFACTION”

Submitted in partial fulfillment for the
Award of degree of

Bachelor of Business Administration

Submitted By: Submitted To:

MUKESH KUMAR JAKHAR (NEHA MATHUR)
BBA III YEAR (Project head)

DEEPSHIKHA COLLEGE OF TECHNICAL EDUCATION ,JAIPUR

2009-12

1
 PREFACE

The project work on the “ MARKET ANALYSIS AND CUSTOMER SATISFACTION”

PRODUCTS OF TATA which. has been a great experience for me. In fact it was a
learning process. Earlier I was unaware of many things regarding industry research,
analysis and market condition but after undergoing this project, I have got some
knowledge of it at least up to a certain extent for completing this project I used
secondary data. I have collected secondary data from internet, news paper, Text
books, and magazines etc.

Throughout the development of the project it has been my own endeavor to tailor
like approach, subject matter and presentation according to the requirement of its
readers. The language has been kept simple and the entire discussion has been built
on logical and coherent outlines.

MUKESH KUMAR JAKHAR

BBA III YEAR

2
 ACKNOWLEDGEMENTS

I express my sincere thanks to my project guide, Mr. Anurag Sharma (AREA SALES
MANAGER), for guiding me right from the inception till the successful completion of the
project. I sincerely acknowledge her for extending their valuable guidance, support for
literature, critical reviews of project and the report and above all the moral support she
had provided to me with all stages of this project.

I would also like to thank the supporting staff Punit Sharma (Senior Executive Manager),
for his help and cooperation throughout our project.

I would also like to thank the supporting my college faculty NEHA MATHUR Project
head., for her help and cooperation throughout our project.

MUKESH KUMAR JAKHAR

BBA III YEAR

3
 EXECUTIVE SUMMARY

The current millennium has unfolded new business rules most the significant of them being that
company has to constantly look into minds of the customer. Customer loyalty plays a significant
role and today securing that loyalty requires quality right price and of course last but not the least
i.e. creating awareness about that product. As a trainee, I was given knowledge about the way
and style of their working, their routine and their environment. It was a great experience in
getting under such a reputed company, which has in it the ability to retain customer.

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 TABLE OF CONTENTS

S. Descriptions Page
NO. no.
1. Introduction to the industry

2. Introduction to the Organization

3. Research Methodology
1. Title of the Study
2. Duration of the Project
3. Objective of the Study
4. Types of Research
5. Collection Method and Sample Size
6. Scope of Study
7. Limitation of Study
4. Facts and Findings

5. Data Analysis and Interpretation

6. Swot Analysis

7. Conclusion

8. Recommendation and Suggestion

9. Appendix

10. BIBLIOGRAPHY

5
 INTRODUCTION
ABOUT THE TATA TELE SERVICES

Company Overview

Teleservices is part of the INR Rs. 120,000 Crore (US$ 29 billion) Tata Group, that has
over 87 companies, over 30,000 employees and more than 2.8 million shareholders.
With a committed investment of INR 36,000 Crore (US$ 7.5 billion) in Telecom (FY
2006), the Group has a formidable presence across the telecom value chain.

TATA TELESERVICES

Tata Teleservices spearheads the Group’s presence in the telecom sector. Incorporated
in 1996, Tata Teleservices was the first to launch CDMA mobile services in India with the
Andhra Pradesh circle. Starting with the major acquisition of Hughes Tele.com (India)
Limited [now renamed Tata Teleservices (Maharashtra) Limited] in December 2002 the
company swung into an expansion mode. With the total Investment of Rs 19,924 Crore,
Tata Teleservices has created a Pan India presence spread across 20 circles that
include Andhra Pradesh, Chennai, Gujarat, Karnataka, Delhi, Maharashtra, Mumbai,
Tamil Nadu, Orissa, Bihar, Rajasthan, Punjab, Haryana, Himachal Pradesh, Uttar
Pradesh (E), Uttar Pradesh (W), Kerala, Kolkata, Madhya Pradesh and West Bengal.

Having pioneered the CDMA 3G1x technology platform in India, Tata Teleservices has
established a robust and reliable 3G ready telecom infrastructure that ensures quality in
its services. It has partnered with Motorola, Ericsson, Lucent and ECI Telecom for the
deployment of a reliable, technologically advanced network.

6
• The company, heralded convergence technologies in the Indian telecom sector,
is today the market leader in the fixed wireless telephony market with a total
customer base of over 3.8 million.

• Tata Teleservices’ bouquet of telephony services includes Mobile services,

Wireless Desktop Phones, Public Booth Telephony and Wireline services. Other
services include value added services like voice portal, roaming, post-paid
Internet services, 3-way conferencing, group calling, Wi-Fi Internet, USB Modem,
data cards, calling card services and enterprise services.

• Some of the other products launched by the company include prepaid wireless
desktop phones, public phone booths, new mobile handsets and new voice &
data services such as BREW games, Voice Portal, picture messaging,
polyphonic ring tones, interactive applications like news, cricket, astrology, etc.

• Tata Indicom redefined the existing prepaid mobile market in India, by unveiling
their offering – Tata Indicom ‘Non Stop Mobile’ which allows customers to receive
free incoming calls. Tata Teleservices today has India’s largest branded telecom
retail chain and is the first service provider in the country to offer an online
channel www.ichoose.in to offer postpaid mobile connections in the country.

• Tata Teleservices has a strong workforce of 6000. In addition, TTSL has created
more than 20,000 jobs, which will include 10,000 indirect jobs through
outsourcing of its manpower needs.

• Today, Tata Teleservices Limited along with Tata Teleservices (Maharashtra)

Limited serves over 21 million customers in over 4000 towns. With an ambitious
rollout plan both within existing circles and across new circles, Tata Teleservices
offers world-class technology and user-friendly services in 20 circles.

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 RAJASTHAN CIRCLE

Rajasthan Circle is divided into 05 major zones.

JAIPUR

JODHPU UDAIPU
R R

RAJASTHAN
CIRCLE

KOTA BIKANE
R

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OPERATIONS TEAM AT UDAIPUR-

1. Cluster Head - MR. MAYANK BHARDWAJ.

2 Installation &Research Cluster Head – MR.VINAY PAL

3. SALES EXECUTIVE -1. Mr. Anurag.

2. Mr. Neeraj Gupta

RAJASTHAN CIRCLE

ORGANIZATIONAL STRUCTURE

CIRCLE HEAD--HARSH CHANDRA.

DEPARTMENTAL HEADS-

1. BRANDED RETAIL-- KAPIL BHARGAVA.

2. CMBU-- SANGEET NIGAM.

3. E & HNI BU-- AASHEESH VERMA

4. ABU-- MANINDER P.TANEJA.

9
 5. HR-- AMIT AGARWAL.

6. FINANCE-- PANKAJ BHATNAGAR.

7. ADMINISTRATION-- ANIL SAXENA.

8. INFORMATION TECHNOLOGY- PORUSH MITTAL.

9. MARCOM-- RAJNEESH SHARMA.

10. SCM-- SANJEEV ARORA.

ACHIEVEMENTS

In terms of the targets and tasks assigned till date, the progress made up till now is as follow

1. Awards & Rewards: Received an Appreciation- Letter from the Zonal -Head of the
Organization(TATA INDICOM).

2. Organizational Profile: With the help of an effective orientation provided by the company, I was able
to understand the core business areas of the company, organizational hierarchy, its existing
customer-base, corporate allies, distributors etc. In addition, I also made myself aware about the
current technologies, business strategies and distribution-channels adopted by the organization.

3. Rules & Regulations: By studying the rules & regulations, I quickly learnt the kinds of policies and
procedures followed within the organization. Moreover, I adapted myself to the corporate ethics, work-
culture and environment of the organization which made the job much easier.

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4. Selling Strategies: With the help of regular interactions with my colleagues and seniors along with
the guidance of my company-guide, I learnt the various tactics used to convince the customers in
our favor. Consequently, I developed a wide network and an impressive sales-pitch which helped
me in achieving my immediate targets.

5. Sale of CCBs & PTBs: In view of the monthly target of selling 10CCBs & PTBs combined, I was
able to sell 4 CCB packages in the first week itself and hence achieved my targets before time.
As per date, 42CCBs & PTBs combined have been sold out.

6. Information about the Competitors: I was also successful in collecting detailed information’s about
the products offered by our competitors, while making calls for sale of our products. I also supplied
my organization data about the practices and tactics used by other companies in enhancing the sale
of their products.

7. Finding out the customer-satisfaction-level: I also carried out a market-research study to collect
responses from the customers about the services provided by our organization. It also allowed to me
to gain an insight into the mind-set of the service-users about the organization’s image as per their
perception.

8. SWOT Analysis of the company: I also carried out a SWOT Analysis on the basis of my field-
experience to gain an insight into the areas of strengths, limitations, potential areas and possible
obstacles for the company in the near future. I critically analyzed the organization’s position with
respect to its immediate competitors in the market.

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 INTRODUCTION TO THE ORGANIZATION

Jamsed ji Tata (Founder of Tata Group)

Mr. Ratan N. Tata

Designation: Chairman

Mr. N. Srinath
Designation: Director

Mr. Anil Kumar Sardana

Designation: Managing Director

Company: Tata Sons Ltd.

Company: Tata Communications Ltd.

Company: Tata Teleservices Limited

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A saga of vision, commitment and fortitude as much an institution as it is a business
conglomerate, the Tata Group is unique in more ways than one. Established by Jamsed ji Tata
in the second half of the 19th century, the Group has grown into one of India's biggest and
most respected business organizations, thanks in no small part to its entrepreneurial vision,
its commitment to ideals that put people before profits, and its fortitude in the face of adverse.

Family Pride

The Tata family of enterprises comprises 98 companies in seven business sectors:

Engineering
Materials Energy
Chemicals
Services
Consumer products Information systems &
communications

Promoter Companies

Tata Sons

Divisions:
Tata Financial Services
Tata Quality Management Services

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Tata Industries

Divisions:
Tata Interactive Systems
Tata Strategic Management Group

Global Operations

• Tata Africa Holdings

• Tata AG

• Tata Enterprises AG

• Tata Incorporated

• Tata International

• Tata International AG

• Tata Limited

• Tata Precision Industries

• Tata Tea Inc

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MATERIALS COMPOSITES:

• Tata Advanced Materials

• Jamshedpur Utility and Service Company Limited (JUSCO)

• Lanka Special Steel

• Tata Steel

• Sila Eastern Company

• Tata Blue Scope Steel

• Tata Metaliks

• Tata Pigments

• Tata Refractories

• Tata Reverson

• Tata Spong Iron

• Tata Steel (Thailand)

• The Dharma Port Company

• The Indian Steel and Wire Products

• Tm International Logistics

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 ENGINEERING

• AUTOMOTIVE.

• Concorde Motors.

• HV Axels.

• HV Transmissions.

• Tata Daewoo Commercial Vehicles Company.

• ENGINEERING SERVICES.

• ENGINEERING PRODUCTS.

ENERGY POWER:

Tata BP Solar India

Tata Power

Tata Ceramics

Tata Power Trading

North Delhi Power Limited

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OIL AND GAS:

Tata Petro dyne

CHEMICALS

• Rallis India

• Tata Chemicals

• Tata Pigments

PHARMA

• Avenues

• Therapeutics

SERVICES

HOTELS & REALTY:

Indian Hotels ( Taj Group)

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FINANCIAL SERVICES:

Tata AIG General Insurance

Tata AIG Life Insurance

Tata Asset Management

Tata Capital

Tata Financial Services

Tata Investment Corporation

OTHER SERVICES:

Tata Quality Management Services

Tata Services

Tata Strategic Management Group

CONSUMER PRODUCTS

• Infiniti Retail

• Tata Tea

• Tetley Group

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 • Tata Coffee

• Tata Tetley

• Tata Tea Inc

• Tata Ceramics

• Tata Mac Grow Hill Publishing Company

• Titan Industries

INFORMATION SYSTEMS AND COMMUNICATIONS

• Tata consultancy Services.

• Airline Financial
• l Support Services.

• Aviation Software.

• Tata America International Corporation.

• WTI Advanced Technology.

• Tata Business Support Services.

• Tata Technologies.

• Tata Sky.

• Tata Teleservices.

ORGANIZATIONAL STRUCTURE

WHO’S WHO OF THE COMPANY

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(TATA TELESERVICES CORPORATE)

CHAIRMAN- Mr.Ratan TATA.

CHIEF EXECUTIVE OFFICER- Mr. DARYL GREEN

PROJECT EXECUTION OFFICER – Mr.ASHOK SINGH

MANAGING DIRECTOR - Mr. S. RAMA KRISHANAN

VICE-PRESIDENTS-

1. HIGH NET WORTH INDIVIDUAL BUSINESS UNIT – MR.V. DESHPANDE.

2. CMBU (CONSUMER MARKET BUSINESS UNIT) - MR. DR. N MALHAN.

3. ABU (ACCESS BUSINESS UNIT) - MR.VIKAS SHAH.

4. BIG (BUSINESS IMPROVEMENT GROUP) - MR. J. ARDESHIR.

5. MARCOMM (MARKETING COMMUNICATION) - MR. ABDUL KHAN.

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6. SCM (SUPPLY CHAIN MANAGEMENT) - MR. M. RUPREL.

7. FINANCE- MR. MURALI.

8. HUMAN RESOURCE- MR. A. JAIN.

9. CORPORATE AFFAIRS- MR.ASHOK SOOD.

TARGETS

TARGETS & TASKS SET:

The Executive Training aimed to achieve the following targets-

1. Understanding the Corporate environment: To understand the ethics, rules &

regulations, the organizational hierarchy and the work-culture adopted in my
organization. Also to learn the manner of conducting myself on being a part of
such organization.

2. Key Business Areas: To study the core sectors of business in which my

organization is dealing in presently. Also to gain a grass-root knowledge of the
range of products offered by the organization. To devise the method and
strategies in order to enhance the growth of the company through sales,
customer retention, promotional activities, brand management etc.

3.

4. Achievement of Targets: To sell the packages offered by the company in the

market, by developing an effective sales-pitch. At the same time, to generate new

21
 leads for the company on a regular basis and converting them into our potential
customers.

5. Acquiring information about the competitors: To closely study the products,

strategies and promotional activities conducted by the rival organizations. To
carry out a comparative analysis of the various service-providers to collect
maximum data for my organization.

A. enhances sales.
B. improves the distribution-chain.
C. satisfies the customers.
D. helps the organization to accomplish its mission.

6. Also to make the company aware about the:

A. strengths and weaknesses of the various products offered.
B. basic trends observed in the market
C. the requirements of the customers
D. the flaws present in the system.
E. the problems faced by the majority of the customers.

DESCRIPTION OF THE TASKS / TARGETS

1. Organizational Profile: The major motive behind undertaking this task was to
identify the core business areas of the company, organizational hierarchy, its
existing customer-base, corporate allies, distributors etc. At the same time, the
aim was to gain a deep understanding of the current technologies, business
strategies and distribution-channels adopted by the organization.

2. Rules & Regulations: Under this, I was expected to learn the policies and
procedures along with the corporate ethics followed within the organization.

22
 Hence, I had to quickly adapt myself to the work-culture and environment of the
organization.

3. Selling Strategies: The major purpose here was to get grass-root knowledge
about the tactics used while selling your products. I had to develop an effective
network together with an efficient sales-pitch to generate fruitful results for the
organization.

4. Sale of CCBs & PTBs: This was the core target of the entire Summer Internship
Program. The monthly target was to sell 10 CCBs & PTBs combined i.e. sale of 2
package per week.

5. Information about the competitors: Under this, I was asked to collect detailed
information about the products offered by our competitors. At the same time, the
job was to make the organization aware about the different kinds of strategies
adopted by the rival companies.

6. Finding out the customer-satisfaction-level: This was an interesting task

which provided an opportunity to assess the responses of the customers
regarding the services provided by our organization.

7. SWOT Analysis of the company: Here, the task was to critically evaluate the
organization’s position on qualitative as well as quantitative terms. I had to make
the company aware about its strong areas, limitations, future avenues and also
the problems lying ahead.

8. Recommendations: On the basis of the market –research conducted while

performing the above mentioned tasks, I was asked to present innovative and

23
 smart views which can benefit the organization in any possible manner.
Simultaneously, I had to make the company aware about the requirements of the
customers and the problems faced by them while using our services.

TARGETS ASSIGNED

MONTHLY TARGETS-

Sale of 10 packages offered by the Access Business Unit (ABU) of TTSL.

(Either Coin Collection Box or Public Telephone Booth)

WEEKLY TARGETS-

Sale of 3 packages offered by the Access Business Unit (ABU) of TTSL.

(Either Coin Collection Box or Public Telephone Booth)

PROGRESS UPTO THE DATE-

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In the time –period of 24.03.2008 to 5.04.08, 6 packages have been sold
(Coin Collection Boxes). At the same time, got acquainted with the organizational norms
and its working-environment.

TOTAL ACHIEVE TARGETS

Given Targets Achieved Targets

56250 82000

Targets achieve in Fifteen weeks in monitory terms:

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Weeks Given Targets Achieved Targets
1 3750 6000
2 3750 3000
3 3750 3000
4 3750 4500
5 3750 4550
6 3750 6450
7 3750 6350
8 3750 4350
9 3750 6200
10 3750 15200
11 3750 3800
12 3750 2000
13 3750 4600
14 3750 6000
15 3750 6000
Total 56250 82000

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ANALYSIS OF PERFORMANCE Vs TARGET

 Initially, the target assigned to me from my SIP Centre was to sell 10 CCB (Coin
Collection Boxes) per month.

 The basic motive behind reviewing our targets was to provide us a wider
exposure and experience of direct sales and to develop the ability of performing
under pressure.

 I was also assigned the task of collecting information about our competitors and
find out the customer satisfaction level of the people who are currently utilizing
our services.

 Initially, I made my sales calls on a random basis, which did not proved to be
effective. Therefore, I altered my plan of action. I started making calls in a more
professional manner by taking references from friends

 Apart from this, I also started taking feedback from our customers on regular
basis to assess my company’s image in the minds of the people.

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REASONS FOR VARIANCE

Target:-
Individual Target:
Sale of 40 Coin Collection Boxes (CCB) and Pay Telephonic Booths (PTB) combined
In 4 months

Achievement:

Individual Achievement:

Sold 42 Coin Collection Boxes (CCB) and Pay Telephonic Booths (PTB) combined till date.

I was able to surpass my own within the stipulated time due to following reasons:

I was able to surpass my own within the stipulated time due to following reasons:

• Constant motivation and autonomy from the top Management.

• Regular follow-up of the leads and effective conversion-rate.

• High emphasis on Customer-Satisfaction and After Sales-service.

• Development of an effective network & contacts in the region.

• Mapping of the untapped areas & visiting them.

• Provided proper training & support to the sales-force of the Distributor.

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MID-COURSE CORRECTION

 In order to achieve my targets, I approached all the customers on the basis of

telephone calls, personal contacts etc.
 This helped me to convert the leads generated into potential customers. I also
started working on the aspect of customer
 customer-satisfaction. This helped me to win the trust of people which led to the
generation of further business.

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 BUSINESS OBJECTIVES

(EXECUTIVE TRAINING)

On joining TATA Teleservices as the SIP Trainee, the following goals were assigned to
me-

1. Marketing and sales of different products provided by the company including Coin
Collection Boxes (CCBs), Public Telephonic Booths (PTBs).

2. To gain knowledge about the insights of the company including its policies, profile,
customer base and its immediate rivals in the market.
3. Conducting a Market Research study on the organization.
4. Accepting the customer feedback on the services provided by TTSL.
5. Collecting data about the requirements of people especially in the rural areas in terms
of telecommunication facilities.
6. To understand the distribution process and network of the organization.
7. To know about the network development process of TTSL.
8. To approach the existing customers of the company and find out their satisfaction
levels.
9. To provide the sales after services to the exiting customers

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 ORIENTATION AT THE SIP COMPANY

COMMENCEMENT OF EXECUTIVE TRAINING AT THE SIP COMPANY-24.03.2008-

MONDAY.

Our Summer Internship Program commenced from 17 th March 2008.After the orientation
program of 3 days at our respective SIP Centre; we joined our SIP organizations on 24 th
March.
The first formal orientation program was conducted on the day of joining itself. I was
greeted by our respective Company Guides- Mr. Mayank Bhardwaj (Cluster Head) and
Neeraj Gupta (senior Executive). We were introduced to the other members of the
organization by Mr. Mayank Bhardwaj. Later on, he gave us a very informative
presentation on the various products of the company. Simultaneously, he briefed us
about the history of the organization followed by its current position in the market and
the future potential. At the same time, he assigned the job-profile to our team-members.
On the other hand, Mr. Neeraj Gupta told us about the policies and procedures followed
in the organization. He emphasized especially on the dos and don’ts to be followed in
the office and made clear his expectations from our team. He also made us aware with
various other departments existing in the company. I was assigned a consolidated
target of selling 25 packages offered by TTSL, per month, which in other words meant
sale of 8 packages per week. In fact, the power point presentation given by Mr. Neeraj
Gupta comprised of the following -

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THE VALUES

 Fairness through meritocracy.

 Trust based on accountability.

 Tenacity for results.

 Pioneering spirit.

 Excellence in execution.

 Leadership with humility.

THE MISSION

 To empower every Indian to connect with the world affordably.

THE VISION

 Trusted service to 100 million happy customers by 2011.

The next part of the orientation program was conducted on 25 rd April 2008.
Mr.Anurag briefed us about the entire functioning of telecommunication facilities. He
also threw light on the selling strategies suitable for us when we will enter the market. At
the same time, he explained us about a unique model followed by TTSL for ensuring
quality services-

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Environment

With some 2, 89,500 members in its diverse and widespread family, the Tata Group is
more than just another employer. The Group's many pioneering initiatives to benefit and
empower employees have few parallels anywhere in the world, and it has blended its
traditional benevolence with evolving human resource methodologies to deliver a whole
lot beyond mere jobs

Terminology

CCB - Coin Collection Box

PTB - Public Telephone Booth

Sale – A public event at which goods are sold

Marketing –The process of planning and executing the conception, pricing promotion
and distribution of idea’s goods and services to create that satisfy individual and
organizational goal.

Executive –A person or group with managerial responsibilities in a business etc.

Technology
Currently TATA INDICOM use CDMA Technology
CDMA – Code Division Multiple Access.

33
 EXECUTIVE TRAINING
(TATA TELESERVICES LIMITED)

STRATEGY
In order to achieve the targets and tasks i.e. sale of CCBs & PTBs assigned during the Executive
Training, the following strategy was adopted-
A. For Sales:

Find the
shop
Which can
fulfill
The basic
requirem
ent
Crowd able Needs and
area Wants of
(Customer Potential
frequency) Customer

Give the
product
Location Knowledge,
generate lead

Service
level Follow up

Convert

34
 In order to accomplish the other tasks assigned by the organization, I collected individual
responses during the process of sales. The data collected in this manner was utilized in judging
the customer-satisfaction level about the services provided by the organization. I also undertook a
comparative analysis about the quality of services provided by the major companies in the
telecom segment. Hence, the data was tabulated and analyzed to prepare an effective project-
report

35
01 October , 2009 TATA INDICOM Crosses 20 Million Subscribers Mark in the shortest
time amongst all telecom operators”

Starting with 5 circles in 2000, today Tata Indicom Pay Telephony Business has a
presence in 20 circles and more than 200towns

36
LEARNING

The Summer Internship Program has provided me an opportunity to learn various

aspects of Management. My premiere objective during this internship was to achieve
the targets assigned to me within the specific time-period. Accordingly, I planned out an
effective strategy and started acting on it.
Thus the Executive Training has proved to be an elevating experience up till now and
my focus will continue to gain maximum benefit out of it and achieve the targets and
tasks assigned to me.

AWARDS & REWARDS

37
 • Earned an Appreciation-Letter from the Cluster-Head for active participation in
Project “BANDHAN” (Join High Revenue customer) initiated by the
organization.

• Received a Certificate of Appreciation from the SIP Centre for good performance
during the Internship.

Change in plan of action: Initially, I made my sales calls on a random basis, which did not proved
to be effective. Therefore, I altered my plan of action. I started making calls in a more professional
manner by taking references from friends, Yellow Pages, Telephone Directories, leads provided by
our telecallers. Apart from this, I also started taking feedback from our customers on a regular
basis to assess my company’s image in the minds of the people.

Attendance/Learning

Date of Week Learning

Saturdays
29-03-08 1

05-04-08 2

12-04-08 3

19-04-08 4 I was absent because on that day I went with my company guide

26-04-08 5

03-05-08 6

38
10-05-08 7

17-05-08 8 How I can make my resume and group dissection

3. RESEARCH METHODOLOGY

Research: - is a process of collecting, analyzing, interpreting and summarizing

in a significant manner for the purpose of framing out necessary conclusion and
findings of data perceived and formulated for deriving out the meaningful
information. To carry our research necessary telephonic calls needed to be
done, suitable appointments were to be fixed and therefore market survey is to
be followed.

3.1 TITLE OF THE PROJECT:

39
 “MARKET ANALTYSIS AND CUSTOMER SATISFACTION”

3.2 DURATION OF THE STUDY

I have been assigned this project for 45 days as summer training report, which I
will attend from 10th June to 25th July 2010.

3.3 OBJECTIVE OF THE STUDY

 To find out the reason for churning in TATA INDICOM.

 To find out how to retain customer in telecom industry.
 To give suggestion to TATA INDICOM for customer retention.
 To increase customer satisfaction towards TATA INDICOM services.

Primary objective:
To study the customer evaluation of TATA Indicom services at N.C.R. market.

Secondary objectives:
 To find out the telecommunication users in the N.C.R. market.
 To know the age and gender wise classification for usage of telecommunication facility.
 To find out which all services have been tried by the respondents so far
 To know the customer’s opinion about the competitors of TATA Indicom
 To know the factors affecting the purchasing behavior of telecommunication customers.
 To find out the attributes that affects the buying behavior of the TATA indicom service
 To find the customer’s attitude towards TATA Indicom services
 To find out the customer’s opinion about the hand set which provide by TATA Indicom.
 To know the satisfaction level of recharge vouchers offered by the company.
 To find the reasons for cancellation of TATA Indicom connection.

3.4 TYPES OF RESEARCH

 Primary Research

40
 These data are raw material. They are the measurement observed and recorded as a
part of original study. They are original in character. The investigator or researcher
directly collects this data. The basic form of obtaining this data is by observing and
questioning.
The Primary data was a detailed interview schedule with the help of a detailed
questionnaire. The samples were drawn purposively from various areas for the
relevance of the study. Discussions were held with the general, branch manager and
executives of the company to design and execute the research

 Secondary Research
They are not originally drawn by the researcher as fresh data. These are collected by
some other person for this purpose and published. These types of data can be collected
through various sources.

For this study the secondary data were collected from magazines ,journals ,
references and websites and manuals of the TATA Indicom.

Process: Methodology or process involving in the Research followed during the

course of summer training is as follows: -

a) Collection of data: - This is an important aspect in formulating the objective

of research process where the data is collected via two process: - i) Primary
Sources and ii) Secondary sources

i) Primary sources: - Where the data is collected primarily by interviewing

and personal observation and is original in nature and accurate to the
considerable extent.

ii) Secondary sources: -Where the data is obtained from some published
and printed sources such as newspaper, magazines, websites and so
on.

41
 b) Analyzing of collected data: - The data collected through market survey
and published sources is then processed to obtained necessary inferences
and findings for the purpose of achieving the objective as well as to derive
necessary conclusion. A considerable skill and knowledge is involved in
analyzing the data for the purpose of interpreting thereof.

c) Interpreting of data: - it is the significant step where the data collected and
analyzed is interpreted in the forms of graphs and figures is depicted in the
report called Project report.

d) Summarizing of data: - Thereby necessary summary is prepared which is

essential in the project report of the summer training being done under an
organization.

Helpful Arms of Research Methodology: -

Questionnaire: - Questionnaire is a set or group of questions being framed for

the purpose of obtaining market perspective about a particular aspect or topic.

There are two types questionnaire bing carried necessary for the market survey
of the summer training being undertaken and put for the by the trainee to the
sample people taken as a base for entire population:

a) Open ended Questionnaire: - where the people (also called respondents)

are required freedom to present their views and suggestions for the benefits
and success of the organization.

b) Close ended questionnaire: - where the respondents is limited to the choice

of answer being delivered by the interviewer itself so that quick and fast
means of responses be derived out without wasting much time. Here close
ended questionnaire being followed by me during the course of the summer
training market survey.

42
 3.5 Sample Size and method of selecting sample

Sampling is a process of obtaining a number of individuals taken a base for the

entire population since entire population can not be asked about the necessary
objective upon which a questionnaire is put forth needed for the responses to
be derived for the purpose of generation of facts and customer view point
regarding their perception of particular product or services.

There are two type of sampling – i) Random Sampling and ii) Systematic
sampling.

i) Random sampling: - Random sampling is a process of selecting the

sample size randomly and no choice or preference to be made about the
selection of respondents for the market survey and questionnaire to be
put forth against him. Here, Random sampling being adopted by me.

ii) Systematic sampling: - it is a sampling where the limited number of

selected respondents is figured out based on some criteria so that only
those respondents can be asked for the purpose of filing questionnaire.

Sample size: The number of sample is 110 from N.C.R. city, which fulfills the
requirement. Each respondent is treated as a case of detailed analysis

Sampling design

Convenience sampling is used for this study. Convenience sampling is used in

exploratory research where the researcher is interested in getting an inexpensive
approximation of the truth. As the name implies, the sample is selected because they
are convenient. This non probability method is often used during preliminary research
efforts to get a gross estimate of the results, without incurring the cost or time required
to select a random sample.

43
 3.6 SCOPE OF STUDY
 The study gives the information about the telecom market
 This will helps to identify the customer’s preferences and their complaints towards the
company.
 The study will helps to the company for identifying the customer’s needs and wants.

3.7 LIMITATIONS
 A mass availability of cell-phones and other communication facilities hinders the
sale of products like CCBs and PTBs.

 A large segment of the market is being already tapped by other service-providers

due to their early entry in the market.

 People have pre-conceived notions about the services provided by the company especially
in terms of issues like connectivity, network quality etc.

 An initial investment in purchasing the box for CCB Package prevents people from using
this facility.
 All respondents can’t be expected to give their true feedback and views to the researcher,
considering the nature of the subject.

 At times there was a limited availability of resources.

44
 4. FACTS AND FINDINGS

1. 100% of the respondents are having telecommunication facility

2. Majority of the customers had tried BSNL 55(60.5%) service and Airtel 31(34%).

3. According to the survey, the main elements of buying behavior of TATA Indicom
telecommunication service are :
 100% of the respondents are considering coverage
 39(43%) respondents are looking for offers

45
 35 (38.5%) of them looking for the company brand image
 28 (31%) looking for customer service of the company
 20 (22%) respondents are noticing sales promotion like advertisement.

4. Majority (54%) of the respondents had tried TATA Indicom landline connection 39.6% of
them had tried Mobile connection, only 27.5% of the respondents were tried internet
facility.

5. 46.2% of the respondents are not at all satisfied with the recharge coupons offered by
TATA Indicom. 49 (53.9%) respondents are satisfied with the recharge coupons offered
by the TATA Indicom.

6. Since the customer service is low, most of them are 48 (52.8% )dissatisfied with the
after sales services of the company.

7. 55 (61%) are satisfied with the network coverage of the company,30 (33%) of them are
dissatisfied with the coverage,

8. 68(74%) are not at all satisfied with the offers.

9. Most of the customers are not getting the vouchers nearby stores

10. 45 or 50% of the customers are cancelled their landline connection ,41 (45.1%) of them
are cancelled or migrate their connection from postpaid to prepaid service, 24 (26.4 %)
of them are cancelled internet facility

11. Reasons for cancellation

 41 (45.1% ) of the respondents are having the problem of not getting the bill on time.
 37 (40.7% ) of them are not having enough coverage in their residential area.
 16 (17.6%) of them are not satisfied with customer service

46
 62(69%) of the respondents are having hand set complaint.

12. Responses towards the company

 61 (67.1%) of the respondents are cancelled the services without giving any complaint
to the company.
 56 (61.6%) are continue the TATA Indicom’s service after they are complained to the
company
 34(35.3%) of them feels like to cancel the service after giving the complaint to the
company
 33 (36.3% ) of them are discourage others to buy the TATA Indicom’s service.

5. ANALYSIS AND INTREPRETATION

PART 1
Q-1 Which kind of product did you have?

Walky 29
Mobile 21

47
 PRODUCT DETAIL

42%
WALKY
58% MOBILE

From above table it is found that most customer owning walky connection and it about
Around 58%. Customer taken walky because of its mobility.

And 42% respondent had mobile connection here benefit for customer is that they can
move any where and connected to another person.

Q-2 How long did you used TATA Tele product?

DURATION PERCENTAGE
Less then 3 month 16
Less then 6 month 48
Less then 9 month 22
Less then 1 year 14

48
 DURATION OF USING TATA TELE SERVICES

14% 16%

Less then 3 Month

22% Less then 6 Month

Less then 9 Month

48% Less then 1 Year

From the survey I found that 48% respondent used TATA Tele services less then 6 th
Month. And customer who used less then 3 Month face problem related to initial sales
related like wrong commitment by the sales executives and wrong scheme configured
by the executives and it 16%.
22% respondent used it less then 9 Month.

Q-3 Which kind of problem did you face in the past?

REASONS PERCENTAGE
Billing 27.58
Services 22.41
Network 15.51
Product 18.96
Competition 3.44
Personal 5.17
Initial sales
related 6.89

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 REASON FOR CHURNING Billing

7% Services
5%
28% Network
3%
Product
19%
Competition

Personal
22%
16%
Initial sales
related

Interpretation
From the above table it is found that customer facing problems with billing and services.
There is 28% respondent give reason for stop the services of TATA due to billing
related issue. 22% respondent were problems related to services and 19% respondent
were shown product as a reason for stop the services.
16% respondent was problem related to network as reason for churning.

Q-4 what were the problems due to billing related?

PROBLEMS PERCENTAGE
Over charged 27.77
Free services charged 16.66
Not used but charged 22.22
Adjustment promised
not give 0
CUG issues 0
Chiller bills 0
Not receiving bills 33.33

50
 Over charged
PROBLEMS RELATED TO BILLING

Free service harged

Not used but charged

33% 28%
Adjustment promised not
given
CUG issues
0%
17% Chiller bills
0% 22%

0% Not receving bills

Interpretation
From the various respondent I found that 28% respondent shown billing as main reason
for stopping the services of TATA Indicom. They were give reason that the billing which
they received are over charged and it is about 28%.
33% respondent give reason that they are not receiving bill on time or getting late and
due that reason they were not able to pay the bill on time.22% &17% respondent fill that
they were getting bill which was may be not used but charged and free services
charged in there bill.

Q-5 what were the problems due to services related?

PROBLEMS PERCENTAGE
Credit limit issues 42.85
Wrongly Barred 0
Roaming services
unavailable 0
Complaint not 14.28

51
 addressed
Phone never installed 0
Not able to access
internet 7.14
Handset servicing
related 21.42
Frequent collection calls 14.28

14%
Credit limit issues
Wronly barred

44% Roaming service unavailable

21% Complaint not addresed

Phone never nstalled
Not able to access internet
7% Handset servicing reated
0%
14% Frequent collection calls
0%
0%

Interpretation
22% respondent give services as reason for stopping the services of TATA Indicom.
Form the survey I found that around 44% respondent face problem due to credit limit
issue. Most customer having their own business and they are not getting more credit on
certain amount of bill the service stopped by TATA indicom.
21% respondent were face problem related to handset servicing related.
In past 14% respondent faced problem due to complaint not addressed and frequent
collection calls from TATA Indicom
Q-6 what were the problems due to network related?

PROBLEMS
PERCENTAGE

52
 Call drops 0
Call connecting time 0
Walky restriction 0
voice quality 11.11
coverage problems 44.44
Slow browsing speed 11.11
No incoming from
certain destination 33.33

PROBLEMS RELATED TO NETWORK

Call drops
0% 11%
Call connecting time

33%
Walky restriction

Voice quality

Coverage problems

45% Slow browsing speed

11%
No incoming from certain
destination

Interpretation
From the respondent 16% were problem due to network.
From the survey I found that 45% respondent shown coverage problem in there area
and for that reason they stop the service.
Around 33% respondent face problem of no incoming from certain destination.

Q-7 what were the problem due to product related?

PROBLEMS PERCENTAGE
Post paid to prepaid 0

53
 migration
Wireless to mobile 15.38
Wireless to wire line 0
New tariff related 0
Change of number 0
Mobile to wireless 0
instrument related 84.61
PROBLEMS RELATED TO PRODUCT
Postpaid to prepaid
migration
0% Wireless to mobile
15%
0% Wilreless to wireline

New teriff releted

Change of number

Mobile to wireless
85%
Instrument related

Interpretation
from survey I found that most customer were problem due to product and that is 19%.
mostly customer having problem due to instrument and that is like battery charging
repeatedly in everyday, hang up instrument some time, poor battery, software problem
or not able to access internet in certain instrument and it is about 85%.

54
Q-8 what were the problem due to competition related
PROBLEMS PERCENTAGE
Move to GSM 50
Move to BSNL 50
Move to Reliance 0
Better tariff plan 0
Better product offer 0
Services not offer by TATA
Indicom 0

COMPETITION RELATED
0%
PROBLEMS Move to GSM
0%

0% Move to BSNL

0% Move to Reliance

Better teriff plan

50% 50%

Better product offer

Service not offer by

TATA Indicom

Interpretation
only 3% respondent stop the services of TATA due to competition.
50% respondent give reason that they move to GSM.
And rest respondent give reason they get better offer in BSNL.

55
Q-9 What were the problems due to personal?

PROBLEMS PERCENTAGE
No use 0
Moving out of circle 0
Company owned hand set
,moving job 33.33
instrument lost/damaged 0
Transfer of ownership 0
Tax related problems 0
Too many TTL lines 0
Taken for Temporary 33.33
Closing of business 33.33

No use
PROBLEMS RELATED TO PERSONAL
Moving out of circle
0%
Company owned hand
0% set,moving job

instrumet lost/damaged
33% 34%
Transfer of ownership

Tax reated problems

0% Too many TTl lines

Taken for temporary

33%
Closing of business

Interpretation
From the survey I found that 6% respondent having their personal problem and due to
that reason they stop the services.

56
33.33% respondent said that they are having company owned handset and they left the
job or move to another firm and they stop the services.
33.33 respondent said that they taken Telephone for temporary.
Q-10 what were the problem due to initial sales?
PROBLEMS PERCENTAGE
Gift promised as a dealer/Not
given 25
Wrong scheme configured 25
Choice number not given 0
Choice instrument not given 25
Wrong sales commitment 25
Deposit waiver committed 0
Purchase another TATA Indicom 0

INITIAL SALES RELATED PROBLEMS

0% Gift promised as a Dealer/
not given
0% Wrong Scheme configured

25% 25%
Choice number not given

Choice instrument not

given
Wrong sales commitment

25% 25% Deposit waiver commited

0%
Purchase another TATA
indicom

Interpretation
from the survey I also found that mostly customer stop the services due to wrong sales
commitment and initial sales related problems and it is about 4%.

57
Customer give the reason like gift promised as a dealer/ not given, wrong sales
commitment, wrong sales scheme configured, choice instrument not given and that is
25%.

PART 2
Q-1 Which kind of product did you have?

Walky 23
Mobile 27

PRODUCT DETAIL

WALKY
46% MOBILE
54%

Here from the above table I t is found that 54% respondent owning mobile connection of
TATA Tele I found that they get mobile connection at very low price.
46% respondent having walky connection and here they are getting the benefit of
various scheme which are not available at mobile connection.

Q-2 How long time do you use TATA Tele product?

58
 DURATION PERCENTAGE
More then 3 Month 14
More then 6 Month 26
More then 9 Month 32
More then 1 Year 28

DURATION OF USING THE SERVICES

PERCENTAGE
40
32 28
30 26
PERCENTAGE 20 14
10
0
MORE MORE MORE MORE
THEN 3 THEN 6 THEN 9 THEN 1
MONTH MONTH MONTH YEAR
MONTH

From survey I found 28% customer uses the services more then 1 year and they give
some good respond toward TATA Tele.
32% respondent uses the services of TATA from more then 9 month and satisfied with
product which they have.
Respondent who uses the services more then 6 month is 26%.

Q-3 Rate your satisfaction with respect to billing.

59
 FACTORPERCENTAGE
Excellent 24
Good 20
Average 36
Poor 8
Worst 12

SATISFACTION WITH RESPECT TO BILLING

40% 36%
30%
PERCENTAGE
24%
20%
20%
12%
10% 8%

0%
Excellent Good Average Poor Worst

This question is based on the Likert Scale so at this question I give rank to all option

Scale Excellent Good Average Poor Worst

Marks 5 4 3 2 1

From the above table it found that 36% respondent said that they are satisfied with
services of billing is Average.
24% respondent said that the service of billing is Excellent.
And only 20% respondent said that the billing services Is Good.

Q-4 What are the improvement you want in billing?

FACTOR PERCENTAGE
charged only used call 30.27

60
 Not to charge on free service 23.25
CUG issues 0
Improvement in billing courier
service 46.51

IMPROVEMENT IN BILLING
SERVICE

Charged only
usedcall

Not ot charge on
30% free services

47%
CUG issues

Improvement in
billing courier
services
0% 23%

From the Research I found that most customer suggest there is requirement in
improvement in billing courier services and that is 46%.
It also found that around 31% said company should charged only on used call.
And from the survey I found customer around 23%said that not to charged on free
services.

Q-5 Rate your satisfaction with respect to service.

FACTOR PERCENTAGE
Excellent 22
Good 30

61
 Average 28
Poor 14
Worst 6

SATISFACTION WITH RESPECT TO SERVICES

30%
30% 28%
25% 22%
20%
15% 14%
PERCENTAGE
10%
6%
5%
0%
Excellent Good Average Poor Wrost

30% respondent said that the services of TATA Indicom is good and satisfied with it.
And around 28% respondent satisfied with respect to services of TATA Indicom it is
Average.
22% respondent said that Services of TATA Indicom is Excellent

Q-6 What are the improvement you want in services?

FACTOR PERCENTAGE
Increase the credit limit 30
Improve the complaint system 18

62
 Give access of inter net facility 12
Collection calls 24
Provide batter hand set 16
services
Provide roaming services 0

Increase the credit

IMPROVEMENT IN SERVICES limit
0%
16% Improve the
complaint system
30%
Give access of
internet facility
Collection calls

24%
Provide batter
handet service
Provode roaming
18% service
12%

on the basis of question it found that 30% respondent want there is requirement to
increase the credit limit in billing and from the respondent I found that they are mostly
doing there business.
From the respondent I also find that there is frequent collection for payment of bill and
that is 24%.
18% respondent said that there is requirement to improve in complaint handling system.
During survey I found that customer mostly face problem regarding handset services &
it about 16%.

Q-7 Rate your satisfaction with respect to network.

FACTOR PERCENTAGE
Excellent 34
Good 28

63
 Average 36
Poor 8
Worst 0

SATISFACTION WITH RESPECT TO NETWORK

40% 36%
34%
30% 28%
20%
10% 8%
0%
0%
Excellent Good Average Poor Wrost

PERCENTAGE

From the above table it is found that 34% respondent said that network of TATA Indicom
is Excellent.
And 36% respondent said that the network is Average.

Q-8 What are the Improvement you want in network?

FACTOR PERCENTAGE
Voice quality 20.68
Calls drops 0

64
 Call connection time 0
Solve the coverage problem 44.82
Increase the browsing speed 34.48

IMPROVEMENT IN NETWORK voice quality

21% call drops 45% respondent said that to

solve the coverage problem it
34% found that they are getting
0% call connection coverage in city but if customer
time going to out side they are not
solve the getting good network.
coverage problem From the survey I found that
34% respondent said to increase
increase the the browsing speed.
45% browsing speed Around 21% respondent said
there is requirement In voice
quality.

Q-9 Rate your satisfaction with respect to product.

FACTOR PERCENTAGE
Excellent 16
Good 22
Average 20
Poor 18
Worst 24

65
 SATISFACTION WITH RESPECT TO
PRODUCT
It is from the above table it
found that 24% respondent
said that the product which
24% 16% they get from TATA is not
Excellent
good. And 18% respondent
Good
said that the product Poor in
22% Average quality.
18% Poor And only 22% respondent
20% replied that the product
Wrost which they own are Good.

Q-10 what are the improvement you want in product.

FACTOR PE
Long life battery 48
More Games 0
Easy Feature 0
Software solution 17
Speaker phone 0
Facility instrument 10
IMPROVEMENT IN PRODUCT Double voice 23
long life battery

More Games during survey

23% Easy feature I found that
most
Software solution
customer
49%
11% Speaker phone

Facility instrument
0% 66
0% Double voice
17%
0%
suggest to improve in product battery because they are required to charge daily it is
49%.
I also found that 23% respondent facing problem double voice.
Respondent who own mobile they are mostly having the problem of software and it
17%.

Q-11 What are the service are you received from TATA Tele.

FACTOR PERCENTAGE
Information of new scheme 38.35
Billing information through SMS 21.51
Counseling Advisory 08.21
24*7 customer care 30.13

SERVICE RECEIVED FROM TATA INDICOM

Information of new
31% scheme
39% Billing information
through SMS

Counseling advisory
8%
24*7Customer care
22%

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It is from the above table if found that most customer are getting the services of
information of new scheme and it is39%.
31% respondent said that they are getting the customer care facility.
From the survey I found that 22% respondent getting billing information through SMS.

Q-12 Have you registered any complain before & receive complain

Number?

YES 29
NO 21

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 COMPLAIN REGISTERD BY CUSTOMER

42%
YES
NO
58%

Only 58% respondent had registered complaint before and 42% said that they never
registered and complain before.

Q-13 Rate your satisfaction with respect to solution.

FACTOR PERCENTAGE
Excellent 41.37
Good 27.58
Average 17.24
Poor 13.79
Worst 0

69
 SATISFACTION WITH RESPECT TO SOLUTION

14% 0%

17% 41% Excellent

Good

Average

Poor
28%
Wrost

person who had registered complain before they give answered to this question and it
found that 39% respondent getting Excellent solution on the basis of their complain.
27% respondent the solution which they get is Good.

6.SWOT ANALYSIS

(TATA TELESERVICES LIMITED)

On the basis of my experience working in the organization for the last ten days , the
following SWOT analysis has been accomplished.

70
 STRENGTHS

1. TATA TELESERVICES LIMITED was the initiator in launching CDMA technology

(Code Division Multiple Access) in India. As a result, they gained a tremendous market-
share in the initial years of their entry in the telecom sector.

2. TATA group is working since last 157 years in India, company is utilizing its brand
name by providing outstanding and delightful service.

3. Today TTSL can claim itself to be the best service-provider in terms of network
development, voice-clarity and connectivity due to its efficient operations team.

4. TTSL enjoys a strategic advantage of having an excellent and a well-experienced

leadership revolving around Mr.Ratan Tata as its chairman and Mr. Daryl Green as its
Chief Executive Officer.

5. Customer can utilize maximum ROI on every recharge.

WEAKNESSES

1. TTSL made a delayed entry into the telecom sector of India (1999-2000). As a
result, they faced a very stiff competition from the existing service-providers, both
public as well as private sector operators. Hence, till date, it is finding it very
difficult to a gain reasonable space for itself in the market.

71
 2. TTSL depends on their distribution management to sell the certain product or
service.

3 The marketing and brand development efforts made by TTSL have not been
optimum. Due to their inefficient marketing campaign and advertising strategies, the
desired level of awareness has not been created in the minds of the consumers.

4. Lack of coordination between ABU group and Distributor.

OPPURTUNITIES

1. TTSL can capture the rural market in Udaipur region.

72
2. TTSL should reduce the lent hog its distribution chain so that it can retain the entire
profit.

3. The organization can also enhance its presence in the non-POI (Point of Interface)
areas.

4. The ever increasing requirements of telecommunication facilities in current lifestyle

provide the organization with unlimited growth potential.

5. The persistent demand of customers for new and innovative communication

solutions opens various avenues for service-providers like TTSL.

THREATS

1. Other competitors are providing cheaper services in comparisons of TTSL.

73
2. They do not update its exiting strategies at require period .

3. As they do not have the desired level of control over their value-chain, the brand-
value may get depreciated in the coming years.

4. Due to their in optimum presence in the rural areas, TTSL might loose on the
opportunities existing there.

7.CONCLUSION

Summer training is a best example for a trainee to learn about the company
working, corporate culture under which is operating the functions. Tata tele

74
 services is a tatatele services company under which I gained a significant
knowledge with respect to tatatele services , its importance and applicability as
well as undertook the task to recruit capable advisors which is conducive for the
company to grow with more prosperity. What I taught in the management
institute utilized them fruitfully leading to the best advantage to the company
and to the best experience for mine.

At far I can conclude that tata tele services is a noble service which is very
important for every citizen to learn and realize its importance because this is the
only source which can remain the status where one is with the family bread
earner and ever when he is not.

With the growing financial sector I would like to opt this industry for my future
career advancement and as an opportunity to service this industry.

8.RECOMMENDATION AND SUGGESTION

Following are suggestions made for the benefits and augmentation of the sound
working of the company – . tata tele services

75
 1. Need to train and develop tata tele services agents with more
comprehensive knowledge and skills to counter every queries of the
customer.

2. It is suggested that company should not left any stone unturned towards
sound advertisement and promotional measures on every section
whether it is printed, media or air via radio.

3. It is also suggested that skilled management graduates need to be places

on sales and marketing of financial servies who can render their best
ideas for the accomplishment of the company goals and objectives to the
best extent.

4. Also, care need to be taken that every customer’s grievance should be

met with delight whether before purchase or after sales.

5. There should be an expansion measure for more offices and location of

more centres for offices of the company be established sop that company
may grow its network.

6. there should more advanced measures are required to develop to capture

the needs of customer so that they can be inspire and motivated to invest
in the tata tele products being provided by the . tata tele services

7. tata tele Products should be made flexible so as to suit every section of

society.

9.ANNEXURE

Name: - ……………………………………………………………

Age:- ……………………………………………………………

76
Location: - ……………………………………………………………

Occupation: -……………………………………………………………

Q.1. What do you mean by tata tele services ?

a) Protection of human asset value against uncertainty 

b) A sum received after death 

c) Both 

Q.2. Do you think tata tele services is essential for every one?

a) Yes 

b) No 

77
Q.3. What is your qualification?

a) Post graduate 

b) Graduate 

c) Senior secondary 

Q.4. Do you come under:

a) 18-25 age group 

b) 25 – 35 age group 

c) 35 – 45 age group 

d) Above 45 age group

Q.5. What dissatisfied you most in your occupation

a) Low employment 

b) Low earning / income 

c) Low status 

d) Huge capital investment 

e) All of the above 

Q.6. Would you like to know about a career in tata tele services where you can
fulfill every desire of your life?

a) Yes 

78
b) No 

Q.7 Do you perceive that tata tele services business is a noble service oriented
business?

a) Yes 

b) No 

Q.8. Would you like to become or opt for tata tele services under esteemed and
prospering organization tata tele services ?

a) Yes 

b) No 

79
 Q.9. Do you agree that the tata tele services business is a growing industry
and will grow and rapid pace in future?

a) Yes 

b) No 

Q.10. Do you favor the privatization of tata tele services by the Government
where a significant number of companies now in the market for tata tele
services to the customers with the alliance of multinationals?

a) Yes 

b) No 

Suggestions: -

1. ……………………………………………………………

2. ……………………………………………………………

3. ……………………………………………………………

4. ……………………………………………………………

……………………………………………………………

80
 10.BIBLIOGRAPHY

Following are sources which helped me during my summer training:

BOOKS:

KOTHARI C.R.: Research Methodology Management, 3 rd Edition

KOTLER PHILIP: Marketing Management” 11th Revised edition, 2002

GUPTA S.P.: Statistical Methods “Thirteen revised edition, 2001

MAGAZINES:

India Today

Business World

REFERENCES

WEBSITES

www.businessconnect.com

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