SUMMER TRAINING REPORT

“COMPARATIVE STUDY OF CHANNEL

SATISFACTION SERVICES OFFERED BY

DIFFERENT TELECOM PROVIDERS TO THE

RETAILOR’S”

SUBMITTED BY:

SHAMBHU SINGH YADAV

MBA – 3RD

ROLL NO. 0507270137

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PREFACE

These days institutes have started giving more stress on the management

training, as it is the interface of a management student with the culture of the

corporate world and it also gives the first hand experience to use the knowledge

acquired by them through their faculty in the class in the corporate world.

Our institute has also been looking in the same direction and is determined to

produce quality students who have a balanced knowledge of both theoretical

aspects and the practical knowledge as well. In the same context we had to

undergo a summer training of 6-8 weeks in a company.

To cover this aspect, which is the part of the curriculum as well? We underwent

training at RELIANCE COMMUNICATION. Herein we got to do a live project for

the company, which was basically to study the CHANNEL SATISFACTION

SERVICES PROVIDED BY THE DIFFERENT TELECOM OPERETOR.

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INDEX

 ACKNOWLEDGEMENT

 HISTORY OF TELECOMMUNICATION

 INDUSTRY PROFILE

 HISTORY OF RELIANCE COMMUNICATION

 RELIANCE ADA GROUP

 RELIANCE COMMUNICATIONS

 RELIANCE CAPITAL

 RELIANCE MUTUAL FUND

 RELIANCE HEALTH

 RELIANCE ENERGY LTD.

 RELIANCE GENERAL INSURANCE

 RELIANCE COMMUNICATIONS

 COMPANY PROFILE

 CHAIRMAN PROFILE

 PROJECT PROFILE

 BSNL

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 TATA INDICOM

 AIRTEL

 HUTCH

 RELIANCE

 BRAND CHANGE ACTIVITY

 RESEARCH METHODOLOGY

 PROBLEM DEFINITION

 RESEARCH PROBLEM

 RESEARCH OBJECTIVE AND SUBOBJECTIVE

 INFORMATION REQUIREMENT

 CHOICE OF RESEARCH DESIGN

 RESEARCH INSTRUNMENT USED

 SAMPLING TECHNIQUE

 FIELD WORK METHOD

 LIMITATIONS

 QUESTIONNAIRE

 ANALYSIS

 SAMPLE PROFILE

 PRIMARY DATA TABULATION & INTERPRETATION

 INTERPRETATION AND FINDINGS

 CONCLUSION

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 SUGGESTIONS

 BIBLIOGRAPHY

ACKNOWLEDGMENT

With great pleasure, , I extend my deep sense of gratitude towards my project

head Mr. Vibhas shukla under whose valuable guidance, constant interest and

encouragement, which have devoted his ever-precious time from his busy

schedule and his thus in completing the project.

This co-operation is not only useful for this project but will be a constant source

of inspiration for us in future life. I am also thankful to all employees who helped

me intellectually in preparation of this project directly or indirectly.

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History of Telecommunication

• The kings used human messengers to communicate to their people in

various states within their kingdom or to people in other kingdoms.

• Julius Caesar, the emperor of Rome, more than 200 years ago, used

pigeons to send messages back home battle.

• Pigeons were even used during World War II as war messengers.

• The ‘Dawk’ (pounced as Dak) system was started in India in the year

1688, when the first office of the company post was established in Mumbai

(then known as Bombay) and Chennai (then known as Madras).

• In 1876 Alexander Graham Bell spoke the first words on the telephone

“Mr. Watson come here, I want to see you”.

• In 18887-1902, the first patents for the pay telephone with a slot for coins

were filed. Mr. Bell once again used the phrase “Mr. Watson come here, I

want to see you” in 1915 when he was invited to the opening of the

complete transcontinental telephone line connecting the west coast and

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the east coast. However, this time, Mr. Watson responded saying that it

would take him a week to get there as he was in San Francisco.

• In 1915, the first wireless voice transmission between New York and Sans

Francisco signaled the beginning of the convergence of radio and

telephony.

• In the mind-1960’s the original concept underlying the Internet was

developed.

• It was on August 15th 1995 that VSNL provided us with freedom to

information gateway- the INTERNET.

TELEPHONY

• Telephony is the traditional voice communication over a wired/wireless

network.

• It is communication facilitated by telephones

Mobile Telephony

• In the landline, communication happens between two fixed points, the

receiver and speaker. There is a fixed medium, a line or connection, in

between.

• In mobile telephony either one or both the points can be mobile. Unlike a

landline, there is no physical wire connecting them.

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• Cell phone Technology is an umbrella term used to describe technologies

that enable people to access networks services any place, any time and

anywhere.

• It is supported by several technologies such as GSM, CDMA etc. each

with its own advantage and disadvantages.

Cellular Approach

• In cellular approach, each city or area is covered by a number of

hexagonal cells on a big hexagonal grid. The hexagonal cells overlap at

the outer boundaries.

• A hexagonal shape is maintained as it helps in maximum

transmission/reception.

• Each cell has a base station that consists of a tower and a small building

containing the radio equipment. The transmitter’s span of coverage is

called a cell.

• The mobile telephone interacts with the closest cell.

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Introduction

The evolution of internet has led to the convergence of telecommunications

networks and computers. Benefits associated with World Wide Web (WWW) are

of great importance now-days: people are able to communicate via e-mail,

perform data transfers, online shopping, online auctions, etc. Traditionally

internet services have been provided by Internet Service Providers (ISPs) using

modems, with data rates limited to 56.6kbps. With the need for higher speed

internet services, Broadband ISPs emerged providing faster data rate based on

Cable and DSL technologies. In the United States, the Federal Communications

(FCC) defines as broadband internet service the one operating in 200 kbps in

both directions. According to a December 2004 report, the U.S. broadband

penetration is at 53.6%, far behind the penetration rate in other developed

countries, e.g. Japan and Korea [55]. Recently evolved IEEE 802.11x

technologies have opened a whole new era accessing the Internet wirelessly,

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giving traditional users the advantage of mobility. The majority of existing

technologies are localized, difficult to deploy in accessible areas, time

consuming, and expensive. The increasing demand for wireless packet data

services has opened a new market segment in the wireless industry: the

Wireless Internet Services (WIS). The WIS market provides excellent

opportunities to telecom operators and entrepreneurs to become Wireless

Internet Service Providers (WISP). WISs can provide high-speed services in

remote areas and over cost elective solutions, overcoming the limitations of wired

and short-range wireless services.

The commercial wireless industry was built in a span of three decades. It has

evolved from circuit switched voice service to IP based voice and data services.

The importance of mobile services grew in people’s day to day life, since the first

service was launched. The fundamental idea behind launching mobile services,

was voice communication with an added feature of short messaging services

(SMS). Thanks to continuous growth in mobile subscriber’s base and the use of

internet, and the need for information retrieval “anywhere anytime” is now a

reality. During this period, many new competing technologies have emerged. For

example, we are witnessing operators integrating their 2.5G networks with

Wireless LANs (WLANs) to provide data services. With voice service fully

deployed, operators are not able to make additional revenue. The only additional

revenue operators can make is when subscribers switch service providers. In

order to enhance their average revenue per user (ARPU), operators started

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powering data services. The need for higher data rates and new applications has

led the industry to think about future network configurations. Since wireless

companies already have stabled voice subscriber’s bases, provision of Internet

services opens a new segment for business and additional revenue. This

presents a challenge to the operators to re-design their business strategy and

enhance their capability. Our paper deals with third generation wireless

technologies (3G), i.e., Global System for Mobile Communications (GSM) family

(GPRS, EDGE and UMTS), Code Division Multiple Access (CDMA) and

alternative technologies especially, Wi-Fi. We try to answer very general, yet

popular, questions among operators, not only in developed countries but

emerging markets as well. We approach the case as follows: (1) we compare

and differentiate the above next generation wireless technologies focusing on

their broadband internet services capabilities; (2) we identify and propose

technological, economical and behavioral factors that accept the selection of

wireless technologies for migration paths;

(3) We study the case of the national incumbent operator in India, and the

options this operator has in migrating to 3G systems; (4) we view the case from

the perspective of vendor, service provider and users; and finally, (5) we use real

options to value the most suitable to the operator migration path towards 3G. We

find that capital expenditure, future subscriber growth that directly effects the

revenue stream, and average revenue per user (ARPU) as the key explanatory

variables in the analysis. We believe that given that uncertainty around high

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technological investments plays a key role in the deployment and success of

wireless networks. Therefore, the wireless industry is a suitable domain to apply

real options for investment analysis.

Wireless Technology Overview

Historical Overview of Mobile Communications

Before we explain what constitutes third generation (3G) mobile technologies, it

is worthwhile to take a look at the history of mobile communications. The

evolution of mobile systems was based on common themes across different

standards: mobility, security, roaming, and improved voice service.

First generation (1G) mobile networks were designed with primary focus on

voice communications, analog in nature, and provided localized wireless

services. Examples of major 1G systems are: AMPS (Advance Mobile Phone

System), TACS (Total Access Communications System), and NMT (Nordic

Mobile Telephone). By the late 1990’s,

The second generation (2G) systems were deployed. 2G systems were digital

in nature, had enhanced voice capability in comparison to analog systems, better

spectrum management, wider coverage area, circuit switching, and better

mobility. 2G technology was composed of: GSM (Global System for Mobile-

communications), TDMA (Time Division Multiple Access), and CDMA (Code

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Division Multiple Access). The primary objective of 2G was to offer voice with

added capability of SMS (Short Messaging Service) and text delivery. 2G

technologies were deployed in 800, 900, 1800, and 1900 MHz bands, offering

data rates in the range of 9.6Kbps to 14.4Kbps (speed of a dial-up modem).

During this time period, the market experienced the emergence of internet. The

first equipment used to connect to the internet provided data rates of 9.6Kbps to

14.4Kbps. With the advancement in telephony industry, new technologies started

offering broadband services over 200Kbps using Cable and DSL (Digital

Subscriber Line). The possibility of offering the same data service issuing

wireless technology was far from reality at that time. By the end of 2000, wireless

voice services were already matured. The focus of wireless companies shifted to

enhance data rates and make available the very same applications of wired

networks to the wireless community. Advancements were made to 2G

technologies to meet the market expectations.

By 2001, 2.5G technologies were introduced; High Speed Circuit Switched Data

(HSCSD), General Packet Radio Services (GPRS), Enhanced Data Rate for

GSM evolution (EDGE), and CDMA2000-1xRTT were introduced. 2.5G

technologies were digital in nature, offering circuit and packed switched data

services. 2.5G technologies offered data rates in the range of 28.8/56.6Kbps to

384Kbps (in ideal conditions), and services like: voicemail, email, location based

services (LBS), web surfing using WAP (Wireless Application Protocol), and

other e-commerce services.

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Third Generation (3G) Wireless

The mobile industry follows two major standards: the GSM developed by ETSI,

and the CDMA developed by TIA (Telecommunications Industry Association).

Currently, there are two major partnership project groups: the 3GPP (3rd

Generation Partnership Project) and 3GPP2 (3rd Generation Partnership Project

2), that undertook the development of these technologies [35, 2, 3]. 3GPP is

standardizing GSM based systems, whereas 3GPP2 is standardizing CDMA

based systems. Under the IMT-2000 umbrella, UMTS (Universal Mobile

Telecommunications Systems) based on WCDMA (Wideband Code Division

Multiple Access) and CDMA2000 constitute the 3G systems. According to ITU,

3G systems should provide data rates of 144Kbps for vehicular, 384Kbps for

pedestrian and 2Mbps for indoor environment.

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History of reliance communication

Reliance Communication Ventures Limited (the “Telecommunication Resulting

Company”) was originally incorporated on July 15, 2004, under the Companies

Act, 1956 as Reliance Infrastructure Developers Private Limited. The status of

the Company was changed to Public Limited Company on July 25, 2005 and the

name was changed to its present name, viz. Reliance Communication

Ventures Limited, under Fresh Certificate of Incorporation consequent on

change of name dated August 3, 2005.

Main Objects of the RCVL as set out in Memorandum of Association of the

Company are as under.

1) To carry on and undertake the business of finance, investment, loan and

guarantee company and to invest in acquire, subscribe, purchase, hold, sell,

divest or otherwise deal in securities, shares, stocks, equity linked

securities, debentures, debenture stock, bonds, commercial papers,

acknowledgements, deposits, notes, obligations, futures, calls, derivatives,

currencies and securities of any kind whatsoever, whether issued or

guaranteed by any person, company, firm, body, trust, entity, government,

state, dominion sovereign, ruler, commissioner, public body or authority,

supreme, municipal, local or otherwise, whether in India or abroad. The

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Company will not carry on any activity as per Section 45 1A of RBI Act,

1934.

2) To carry on and undertake the business of financial services like financial

restructuring / reorganization, investment counseling, portfolio management

and all activities and facilities of every description including all those capable

of being provided by bankers, stockbrokers, merchant-bankers, investment

bankers, portfolio managers, trustees, agents, advisors, consultants,

providing other financial or related services and to carry on the activities of

hire-purchase, leasing and to finance lease operations of all kinds,

purchasing, selling, hiring or letting on hire all kinds of plant and machinery

and equipment and to assist in financing of all and every kind and

description of hire- purchase or deferred payment or similar transactions and

to subsidize, finance or assist in subsidizing or financing the sale and

maintenance of any goods, articles or commodities of all and every kind and

description upon any terms whatsoever and to purchase or otherwise deal in

all forms of movable property including plant and machinery, equipments,

ships, aircrafts, automobiles, computers, and all consumer, commercial,

medical and industrial items with or without security and to lease or

otherwise deal with them including resale thereof, regardless of whether the

property purchased and leased is new and/or used and from India or

abroad.

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3) To carry on and undertake the business of acting as agent of any person,

public or private sector enterprises, financial institutions, banks, central

government and state governments and to do financial research, design and

preparation of feasibility study reports, project reports and appraisal report in

India and abroad.

4) To carry on, manage, supervise and control the business of

telecommunication, infrastructure, telecommunication system,

telecommunication network, and telecommunication services of all kinds

including and not limited to setting up telephone exchange, coaxial stations,

telecommunication lines and cables of every form and description,

transmission, emission, reception through various forms, maintaining and

operating all types of telecommunication service and providing data

programmes and data bases for telecommunication.

Change in Memorandum of Association since the Company’s inception

Date Particulars

July 21, 2005 Increase in Authorized Capital from Rs. 100,000 to Rs. 500,000

July 25, 2005 The status of the company was changed from Private Limited to

Public Limited Company.

July 26, 2005 Alteration of Main Object Clause

August 3, 2005 Change of name of the Company from Reliance Infrastructure

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Developers Private Limited to

Reliance Communication Ventures Limited

August 11, Alteration of Authorized Capital of the Company by subdividing

2005 the then existing Authorized Capital of Rs 500000 divided into

50,000 equity shares of Rs. 10 each in to 1,00,000 equity

shares of Rs. 5 each

Alteration of Main Object Clause.

December 24, Increase of Authorized Capital of the Company from Rs.

2005 5,00,000 to Rs. 6,500,000,000

INDUSTRY PROFILE

The Indian Telecom Industry

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Structural Reforms to Accelerate Economic Growth

The Indian economy is on the path of resurgence. The gradual opening up of

the economy ensured steady growth even at a time when other countries were

in the grip of a massive slowdown. Progressive reforms such as the removal of

restrictions on foreign investment and industrial delicensing are responsible for

this growth. Tailoring the EXIM policy to promote exports and aligning the

import duties to meet WTO commitments further contributed to this

development. This trend is expected to continue in the next five years, driven

by a favorable business policy environment in terms of tax cuts, broadening tax

base, and reduced interest rates on borrowings.

Such structural changes have had a positive impact on the telecommunications

sector and a compound annual growth rate (CAGR) of 13.42 per cent is

estimated for 2002-2006. The future of the industry lies in the mainline and

cellular segments and constant technological innovations such as Internet

Protocol (IP)-based services. Revenues from voice services will experience

sustained growth even as those from data services are expected to increase

sharply due to a surge in usage. The telecommunications industry in India is

likely to see consolidation among major operators and privatization of many

Government companies.

The Country Industry Forecast for the Indian telecom industry studies the

country-specific factors such as politics, business policy, and macroeconomic

indicators that have an impact on this sector and its main segments. This report

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provides incisive analysis of the industry for 1996-2001 as well as forecasts for

2002-2006.

Proactive Policies: Key to Future Growth

India's move toward globalization, especially in the telecom sector, has to be

driven by transparent policies and better market conditions to attract foreign

investments. According to this report,” The recent policy stance of opening of

the international long distance (ILD) segment and legalization of Internet

telephony should result in huge investment in the industry. However, the

Government, on its part, should ensure an environment conducive to foreign

participation by increasing the FDI limit and following transparent policies."

Cellular Subscribers and Revenues for Robust Growth

The entry of new operators and the introduction of novel services coupled

with the increasing importance of wireless communication are factors that are

likely to contribute to the growth in the number of subscribers in the cellular

segment. As the report says, "In the last quarter of 2001, the number of

subscribers had reached the 5 million mark due to the continuous fall in airtime

rates, achieving 0.5 percent mobile penetration in India. Revenues from cellular

phones are expected to grow at a CAGR of 37.29 percent during the forecast

period with higher data usage and multimedia services."

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Reliance - An Informal Organisation

Reliance has organized to leverage knowledge for growth. It is generally

accepted by now that the traditional "command-and-control" structure of

organizations is not conducive to the process of sharing of knowledge.

At Reliance, decision makers and knowledge workers talk directly to each other.

Reliance has maintained a flat organization structure, and an informal work

culture, which have kept it nimble-footed, despite it’s size.

Reliance works by assigning teams of self-motivated, "specialists," endowed with

the right skill sets, to specific tasks, and facilitating their interaction to achieve

cross-fertilization of ideas and knowledge.

Innovative solutions emerge, because as a management process, Reliance puts

the challenge on the table, and call upon team members, drawn from diverse

backgrounds, with a wealth of individual experience, and each having different

thinking styles and approaches, to constructively debate various options and find

the answers.

Reliance has found that this entire process of putting the organization’s

collective knowledge into a melting pot, and stoking the fires to deliver solutions,

has always produced results.

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This approach also eliminates the convoluted, and bureaucratic, decision making

processes, which widen the gap between knowledge and action, and destroy

organizational morale.

Reliance - Leveraging Knowledge for Growth

It is important to know that how Reliance leveraged knowledge of the global

chemicals industry, and the international financial markets, to achieve higher

growth.

When economic reforms began in India in 1991, Reliance saw the opportunity to

achieve a global scale of operations, enhance our overall competitiveness, and

ensure consistent growth in the future.

At that time, the domestic institutional markets lacked adequate depth. Reliance’s

global peer group enjoyed significant competitive advantages, through easy

access to large amounts of international capital, with extended maturities, at

optimal costs.

Reliance quickly developed it’s knowledge of the international capital markets,

which had till then been completely closed to the Indian corporate sector.

Reliance then leveraged this knowledge to mobilize over US$ 2 billion from the

international equity and debt markets over the next few years, and became

pioneers enabling it to implement it’s major expansion plans.

Reliance established an international benchmark yield curve for India, with

maturities ranging from 7 years to 100 years, which was then used for

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subsequent transactions of other Indian corporate, and public sector

undertakings.

Reliance has the distinction of being the only company from Asia to issue 100-

year bonds in the international capital markets.

The 100-year Bonds offering in itself was a unique achievement, considering that

Reliance was domiciled in India, with all the attendant sovereign constraints.

What was a greater achievement (and what is not so widely known), is the fact

that Reliance actually concluded this landmark transaction, in less than 100

minutes of obtaining the relevant government approvals. Reliance’s investment

bankers had then remarked - this elephant cannot only dance, it can actually

tango!!

In the future, Reliance intends leveraging it’s entire knowledge base, and it’s core

competencies of complex project management, motivation and retention of

knowledge workers, and unique financial engineering capabilities, to enhance it’s

leadership in existing businesses, and capture growth opportunities in new areas.

Reliance will be playing a leadership role in the creation of a world-class digital

infrastructure in India, which will pave the way for rapid economic growth in the

country, and transform the dream of generating tens of billions of dollars of

revenues from IT enabled services into reality.

Reliance will achieve this, by leveraging the knowledge and expertise developed

in setting up it’s world class manufacturing complexes, to create nationwide, all

optic, broadband IP networks, with terabit capacity, connecting the country's top

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115 cities and towns, which will serve as the lifeline for the Indian infocom

industry.

Reliance – ADA Group

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RELIANCE CAPITAL

Reliance Capital Limited (RCL) is a Non-Banking Financial Company (NBFC)

registered with the Reserve Bank of India under section 45-IA of the Reserve

Bank of India Act, 1934. RCL was incorporated as a public limited company in

1986 and is now listed on the Bombay Stock Exchange and the National Stock

Exchange (India)

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With a net worth of Rs 4,123 crore and over 165,000 shareholders, RCL has

established its presence as a leading player in the financial services sector in the

country. On conversion of outstanding equity instruments, the net worth of the

company will increase to over Rs 4,568 crore.

RCL ranks among the top 3 companies in the private financial services and

banking sector in the country, in terms of net worth.

RCL sees immense potential in the rapidly growing financial services sector in

India and aims to become a dominant player in this industry and offer fully

integrated financial services.

Business Overview

RCL is registered as a depository participant with National Securities Depository

Ltd (NSDL) and Central Depository Services Ltd (CDSL) under the Securities

and Exchange Board of India (Depositories and Participants) Regulations, 1996.

RCL has sponsored the Reliance Mutual Fund within the framework of the

Securities and Exchange Board of India (Mutual Fund) Regulations, 1996.

RCL primarily focuses on funding projects in the infrastructure sector and

supports the growth of its subsidiary companies, Reliance Capital Asset

Management Limited, Reliance Capital Trustee Co. Limited, Reliance General

Insurance Company Limited and Reliance Life Insurance Company Limited. As

of March 31, 2005, the company’s investment in infrastructure projects stood at

Rs. 1071 Crores. The investment portfolio of RCL is structured in a way that

realizes the highest post-tax return on its investments

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RELIANCE MUTUAL FUND

Reliance Mutual Fund (RMF) has been established as a trust under the Indian

Trusts Act, 1882 with Reliance Capital Limited (RCL), as the Settler/Sponsor and

Reliance Capital Trustee Co. Limited (RCTCL), as the Trustee.

RMF has been registered with the Securities & Exchange Board of India (SEBI)

vide registration number MF/022/95/1 dated June 30, 1995. The name of

Reliance Capital Mutual Fund has been changed to Reliance Mutual Fund

effective 11th. March 2004 vide SEBI's letter no. IMD/PSP/4958/2004 date 11th.

March 2004. Reliance Mutual Fund was formed to launch various schemes under

which units are issued to the Public with a view to contribute to the capital market

and to provide investors the opportunities to make investments in diversified

securities.

The main objectives of the Trust are:

To carry on the activity of a Mutual Fund as may be permitted at law and

formulate and devise various collective Schemes of savings and investments for

people in India and abroad and also ensure liquidity of investments for the Unit

holders;

To deploy Funds thus raised so as to help the Unit holders earn reasonable

returns on their savings and

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To take such steps as may be necessary from time to time to realize the effects

without any limitation is RCL’s asset management company which is amongst

the top five private sector mutual funds in the country in terms of Assets under

Management. (Rs. 10,129 Crores as on May 31, 2005). It is one of the fastest

growing mutual funds in India, offering a well rounded portfolio of products to

meet varying investor requirements. RMF was the first mutual fund in the country

to launch sector specific schemes for the banking, power, media & entertainment

sectors. RMF has pioneered retail investing in the country by reaching out to

investors and distributors in more than 60 cities in the country. They have a

strong investor base which stands at more than 5, 00,000.

RELIANCE HEALTH

Reliance Health is the outcome of the late visionary Dhirubhai Ambani's (1932-

2002) dream to herald a health revolution in India by leveraging technology

and delivering the healthcare to the doorsteps of India's vast population.

He saw in the potential of healthcare in India once-in-a-lifetime opportunity for

India to leapfrog over its historical legacy of backwardness and

underdevelopment and to provide better, efficient and cost effective healthcare

services.

Reliance Health sees immense potential in the rapidly growing Health services

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sector in India and aims to become a dominant player in this industry and offer

fully integrated health services.

Reliance Health is set to transform the Healthcare Landscape of India by

venturing into:

• Managed Care Administration

• Health care Delivery and Integrated Health

• Health Informatics and KPO

• Consumer Health

Reliance Health believes that above health initiative of Reliance ADA Group will

refurbish the Indian Health industry to compete with best in the world while

meeting the basic healthcare needs of Indian population.

Focused on the high-growth health care market, Reliance Health has a broad

suite of products and services that span the health services value-chain. With our

unparalleled resources, expertise and service offerings, we will deliver integrated

solutions that are innovative and practical. To our customers and partners, this

means we help them focus on what matters most to them i.e. to remain in control

of their primary goals.

Led by experienced healthcare and technology teams, Reliance Health is directly

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addressing issues confronting Indian Healthcare.

Reliance Health envisions developing into an integrated healthcare environment

with broader interests across ancillary (supporting) industries and services

delivery models.

Reliance Health is a healthcare services company which aims at providing

cutting edge healthcare solutions to Indians at affordable prices. In a country

where healthcare is fast becoming a booming industry, Reliance will provide

services that will compare with the best in the world. It also plans to venture into

diversified fields like Insurance Administration, Health care Delivery and

Integrated Health, Health Informatics and Information Management, Consumer

Health.

Reliance Health aims at revolutionizing healthcare in India by enabling a

healthcare environment that is both affordable and accessible through

partnerships with government and private businesses.

Reliance Energy Ltd

Powering Progress, Energising the Economy:

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Reliance Energy Ltd is India's leading integrated power utility company in the

private sector. It has a significant presence in generation, transmission and

distribution of power in Maharashtra, Goa and Andhra Pradesh.

With the ushering in of the power sector reforms and in the new environment of

opportunity for the power sector, REL is a key player in this transformation

process. Reliance's gas finds in KG-D6 block in Krishna Godavari basin which

constitutes 60% of India's present total gas production, will provide an enormous

opportunity to scale up power generation capacities in India. With the new gas

find, REL has the unique advantage of integration from 'well head to wall socket'.

This will help the company position itself as a global integrated energy player

under the Reliance banner.

REL and its affiliate power companies rank among the top 25 listed private sector

companies on major financial parameters. REL is part of the Reliance industries-

India's private sector company ranked among the world's 175 largest companies

in terms of net profit and the 500 largest companies in terms of sales.

REL is committed to creating superior value for all its stakeholders and be

amongst the most admired and trusted utility companies in the world by setting

new benchmarks in standards of corporate governance, operational and financial

excellence, responsible corporate citizenship and profitable growth.

Reliance General Insurance

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Reliance General Insurance, a Subsidiary of Reliance Captial, is one of the first

non-life companies to get the license from the IRDA. RGICL offers an exhaustive

range of insurance products that covers most risks including Property, Marine,

Casualty and Liability.

Vision

To be an insurer of World Standards and the most preferred choice for clientele

at the domestic and global level.

Mission

Our Mission is to keep the customer satisfaction as focal point of all our

operations, adopt the best international practices in underwriting, claims and

customer service, be the most innovative in product development, establish

presence all over India, ensure sustained value addition to all stake holders and

to uphold Corporate Value & Corporate Governance.

Objectives

• Make affordable insurance accessible to all

• Keep customer as focal point for all operations

• Protect policy holders interests

• Adopt best international practices in claims, underwriting and policy

servicing

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• Be the most innovative in product development

COMPANY PROFILE

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INTRODUCTION

Reliance Infocomm is the outcome of late Dhirubhai Ambani’s dream of

bringing about a digital revolution in India that will bring to every Indian’s

doorstep an affordable means of information and communication.

"Make the tools of Infocomm available to people at an affordable cost. They will

overcome the handicaps of illiteracy and lack of mobility", was how Dhirubhai, as

he was fondly called, spelt out Reliance Infocomm mission in late 1999. He firmly

believed the country could use information and communication technology to

overcome its backwardness and underdevelopment.

It was with this belief that Reliance Infocomm began laying its 60,000 route

kilometers of pan-India fiber optic backbone in 1999. The backbone was

commissioned on December 28, 2002, Dhirubhai’s 70th birth anniversary, first

since his sad demise on July 6, 2002.

Reliance Infocomm network is a high-capacity, integrated (wireless and wire

line), and convergent (voice, data and video) digital network. The network is

designed to offer services that span the entire Infocomm value chain -

infrastructure, services, both for enterprises and individuals, applications, and

consulting. The network is designed to deliver services and applications that will

change the way we Indians live. It will harbinger a New India.

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Vision

Reliance Infocomm envisions a digital revolution that will bring about a New

Way of Life. A Digital Way of Life. For a New India.

With mobile devices, net ways and broadband systems linked to powerful digital

networks, Reliance Infocomm will usher fundamental changes in the social and

economic landscape of India.

Reliance Infocomm will help men and women connect and communicate with

each other. It will enable citizens to reach out to their work place, home and

interests, while on the move. It will enable people to work, shop, educate and

entertain themselves round the clock, both in the virtual world and in the physical

world. It will make available television programmes, movies and news capsules

on demand. It will unfurl new simulated virtual worlds with exhilarating

experiences behind the screens of computers and televisions.

Users of Reliance Infocomm's full range of services would no longer need

audiotapes and CDs to listen to music. Videotapes and DVDs would not be

necessary to see movies. Books and CD ROMs would not be needed to get

educated. Newspapers and magazines would not be required to keep abreast of

events. Vehicles and wallets will become unnecessary for shopping.

Reliance Infocomm will disseminate information at a low cost. "Make a telephone

call cheaper than a post card". These prophetic words of Dhirubhai Ambani will

be a metaphor of profound significance for Reliance Infocomm. Reliance

Infocomm will regularly unfold new applications. Continually adapt new digital

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technologies. Create new customer experiences. Constantly strive to be ahead of

the world.

Reliance Infocomm will transform thousands of villages and hundreds of towns

and cities across the country.

Above all, Reliance Infocomm will pave the way to make India a global leader in

the knowledge age.

Business

Reliance Infocomm will offer a complete range of telecom services, covering

mobile and fixed line telephony including broadband, national and international

long distance services, data services and a wide range of value added services

and applications that will enhance productivity of enterprises and individuals.

Reliance India Mobile, the first of Infocomm's initiatives was launched on

December 28, 2002, the 70th birthday of the Reliance group founder, Shri.

Dhirubhai H. Ambani.

This marks the beginning of Reliance's dream of ushering in a digital revolution in

India by becoming a major catalyst in improving quality of life and changing the

face of India. It aims to achieve this by putting the power of information and

communication in the hands of the people of India at affordable costs.

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Reliance Infocomm will extend its efforts beyond the traditional value chain to

develop and deploy telecom solutions for India's farmers, businesses, hospitals,

government and public sector organizations.

Network

Telecommunication networks are the infrastructure for provisioning Infocomm

services. All businesses today are dependent on telecom to continue their day-

to-day operations. The range and quality of services that can be provisioned is

determined by the quality of the network deployed.

The Reliance Infocomm network consists of 60,000 kilometers of optical fibre

cables spanning the length and breadth of India. These cables can carry

thousands of billions of bits per second and can instantly connect one part of the

country with another. This physical network and its associated infrastructure will

cover over 600 cities and towns in 18 of the country's 21 circles, 229 of the

nation’s 323 Long Distance Charging Areas (LDCAs) and broadband connectivity

to over 190 cities. This infrastructure will be backed by state-of-the-art

information management systems and a customer-focused organization.

An interesting aspect of the network is the manner in which these fibers are

interconnected and deployed. Reliance's architecture is so fault-tolerant that the

chances of failure are virtually nil. Reliance's ring and mesh architecture topology

is the most expensive component to implement, but assures the highest quality

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of uninterrupted service, even in the event of failure or breakage in any segment

of the network. Reliance has 77 such rings across the country with at least three

alternative paths available in metros. Connected on this topology, the service has

virtually no chance of disruption in quality performance.

Reliance's objective is to create value for our customers. Reliance will innovate

ceaselessly so that state-of-the-art technology can be leveraged to create

products and services that are affordable.

Access networks determine the services that can finally be delivered to

customer. Our network has wire line access technologies based on fiber as well

as copper. Fiber in the access network makes broadband services easy to

deploy. The wireless access network deployed for CDMA 1X is spectrum efficient

and provides better quality of voice than other networks and higher data rates.

CDMA 1X also provides an up gradation path to future enhancements.

Technology

Infocomm is the synergy of information and communication services

brought about by the digitalization and convergence. In the fast moving and

competitive knowledge era, Infocomm is not only a driver of growth but also

competitiveness. Reliance Infocomm is revolutionizing telecommunication in

India by provisioning services that would match with the leading operators of the

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most developed countries. These services are the outcome of state-of-the-art

network technologies that have been inducted in the Reliance Infocomm network.

Their network consists of the latest switching, transmission and access

technologies. The core of the network consists of fiver deployed throughout the

country. Deployed over the fiber media are the DWDM and SDH transmission

technologies in ring topology to provide ultra-high bandwidth capacity and failure

proof backbone. Beside circuit switched technologies, the backbone also has IP

architecture and user MPLS technology to carry data on an overlay network. In

addition gigabit Ethernet will provide broadband services on wireless access.

The switching technology deployed in our network is based on a

combination of wire line and wireless switches, While stat-of-the-art digital

feature-rich wire line switches will meet the growing needs of Indian corporate

the CDMA IX based wireless switches are advanced enough to provision not only

quality spectrum efficient voice services but also 144 kbps of data rates besides

SMS and MMS services CDMA IX provides an in-built connectivity to internet ,

which gives user the power technologies will enable us to provide high quality of

voice and data services to give a new experience to user.

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Rational For demerger of Reliance infocom:

SCHEME OF ARRANGEMENT

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Rationale for demerger as set forth in the Scheme of Arrangement with

respect to Telecommunication Services Business of Reliance

Industries Limited

The business carried on by Reliance Industries Limited (the “Demerged

Company”) by itself and through its subsidiaries and affiliate companies and

through strategic investments in the Telecommunication Undertaking, has

significant potential for growth. The nature of risk and competition involved

in each of the businesses undertaken by the Demerged Company, including

the Telecommunication Undertaking, is distinct from others and

consequently each business or undertaking is capable of attracting a

different set of investors, strategic partners, lenders and other stakeholders.

In order to enable distinct focus of investors to invest in some of the key

businesses and to lend greater focus to the operation of each of its diverse

businesses, the Demerged Company proposes to re-organize and

segregate by way of a demerger, its business and undertakings engaged in

wireless and wire line telecommunication services, which comprises the

Telecommunication Undertaking.

The Telecommunication Undertaking has tremendous growth and

profitability potential and is at a stage where it requires focused leadership

and management attention. Hence, simultaneously, with the re-organization

and segregation of the business, the Demerged Company also intends to re-

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organize the management of the business and undertaking to provide

focused management attention and leadership required by the business

which is to be segregated and demerged. In particular, Anil D. Ambani, the

erstwhile Vice Chairman & Managing Director of the Demerged Company

would take responsibility for providing such focused management attention

and leadership to the Telecommunication Undertaking whereas Mukesh D.

Ambani, Chairman & Managing Director of the Demerged Company would

continue to lead the businesses retained by the Demerged Company

including, in particular petrochemicals, refining, oil and gas exploration and

production, textiles and other businesses.

Under the Scheme of Arrangement, the Demerged Company’s undertakings

comprising its interests and strategic investments in the telecommunications

business be segregated and demerged, pursuant to a Scheme of

Arrangement under Sections 391 to 394 of the Act, and transferred to the

Company for achieving independent focus in these areas. The Demerged

Company will continue its interests in the businesses of petrochemicals,

refining, oil and gas exploration and production and textiles and develop

new areas in the economic development of the country.

Clause 19 of the Scheme reads as under:

“19. Agreements

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The Resulting Companies will have the right to use the “Reliance” brand and

logo and suitable agreements will be entered into in this regard. Further,

suitable arrangements would also be entered into in relation to (i) non-

competition in relation to the businesses of the Demerged Undertakings and

the Remaining Undertaking; (ii) supply of gas for power projects of Reliance

Patalganga Power Limited and REL with the Gas Based Energy Resulting

Company; and (iii) Transfer of leasehold rights of RIL to the relevant

Resulting Company with respect to the relevant Demerged Undertaking.”

Clause 12.2 of the Scheme reads as under:

12.2 (a) Pursuant to the provisions of Clause 12.1 above, each of the

Resulting Companies shall issue to the

Depository representing the holders of GDRs of the Demerged

Company, shares of the Resulting

Companies in accordance with the relevant Share Entitlement

Ratio. Subject to Clause (b) below, the

Depository of the Demerged Company shall hold such shares of

the Resulting Companies on behalf of the

holders of GDRs of the Demerged Company;
Each of the Resulting Companies may, on or before expiry of
(b) (i)
150 (One hundred and fifty) days from
the Record Date, in consultation with the Depository for the GDR

holders of the Demerged Company

and by entering into appropriate agreements with the said

Depository or any other Depository

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(appointed by the Resulting Companies) for the issuance of GDRs,

(whether listed or otherwise),

instruct such Depository to issue GDRs of the Resulting

Companies, or any of them, to the holders of

GDRs of the Demerged Company and any such issue of GDRs

shall be irrevocably put in motion

within the said period. Subject to sub-clause (ii) below, if the

Resulting Companies have not had such

GDRs issued as aforesaid, the Bank of New York as the

Depository for the Demerged Company shall,

without reference to the Resulting Companies, sell the shares of

the Resulting Companies in the open

domestic market and distribute the net sale proceeds to such GDR

holders on a proportionate basis.

(ii) Notwithstanding anything contained in sub-clause (i) above,

any holder of GDRs of the Demerged Company may at anytime

after the Record Date, but prior to the issuance of GDRs by a

Resulting Company, instruct the Depository to transfer the

underlying shares of such Resulting Company to such GDR

holder. In such case, the relevant Resulting Company shall

obtain such permissions as may be necessary.

(c) The holders of GDRs of the Demerged Company who wish to

directly receive shares of the Resulting Companies may surrender

the GDRs of the Demerged Company held by them before the

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Record Date in exchange for shares of the Demerged Company.

Such GDR holders holding shares of the Demerged Company on

the Record Date shall then be entitled to receive shares of

Resulting Companies in accordance with the Share Entitlement

Ratio under Clause 12.1 above.

Approvals with respect to the Scheme of Arrangement

The Honorable High Court of Judicature at Bombay, vide Orders dated

December 9, 2005 have approved the Scheme of Arrangement amongst

Reliance Industries Limited (“RIL”) and Reliance Communication Ventures

Limited (“RCVL”), Reliance Energy Ventures Limited, Global Fuel

Management Services Limited (since named as Reliance Natural Resourcs

Limited), and Reliance Capital Ventures Limited and their respective

shareholders and creditors (the “Scheme”) pursuant to this Scheme the

investment held by RIL in Reliance Communications Infrastructure Limited,

Reliance Telecom Limited, Reliance Infocomm Limited and WorldTel

Holding Limited has been transferred to and vested in RCVL w.e.f.

September 1, 2005 (i.e. the Appointed Date under the Scheme) under

Section 391 to 394 of the Companies Act, 1956. In accordance with the said

Scheme, the Equity shares of RCVL issued pursuant to the Scheme, subject

to applicable regulations shall be listed and admitted to trading on the

Bombay Stock Exchange Limited (“BSE”) and the National Stock Exchange

of India Limited (“NSE”). Such listing and admission for trading is not

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automatic and will be subject to such other terms and conditions as may be

prescribed by the Stock Exchanges at the time of application by RCVL

seeking listing.

The aforesaid Order of the Honorable High Court of Judicature at Bombay

was filed by RIL and RCVL with the Registrar of Companies (“ROC”),

Maharashtra on December 21, 2005, which is the Effective Date of the

Scheme.

Subsequently, SEBI, vide its letter CFD/DIL/SC/58120/2006 dated January

19, 2006 has granted relaxation from the strict enforcement of the

requirement of Rule 19(2)(b) of the Securities Contract Regulation (Rules),

1957 (SCRR) for the purpose of listing of shares of RCVL subject to the

transferee company, viz., RCVL, complying with all the provisions of Clause

8.3.5 of the SEBI (DIP) Guidelines, 2000.

RCVL has submitted its Information Memorandum, containing information

about itself, making disclosures in line with the disclosure requirement for

public issues, as applicable, to BSE and NSE for making the said

Information Memorandum available to public through their websites.

This Information Memorandum is made available on the website of RCVL

(www.rcovl.com), website of BSE (www.bseindia.com/ipo/schema.asp) and

website of NSE (www.nseindia.com/content/equities/RCVLIM.pdf).

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RCVL will publish an advertisement in the newspapers containing its details

in line with the details required as per clause 8.3.5.4 of SEBI (DIP)

Guidelines. The advertisement will draw a specific reference to the

availability of this Information Memorandum on the website of RIL as well as

the Stock Exchanges.

RCVL also undertakes that all material information about itself shall be

disclosed to stock exchanges on a continuous basis so as to make the same

available to public, in addition to the requirements, if any, specified in Listing

Agreement for disclosures about the subsidiaries.

The entire network is seamlessly integrated with the deployment of a

range of operations and business support systems (OSS / BSS). These systems

help make our operations more efficient and customer friendly. In addition, the

state-of-the-art NOC helps us monitor our entire network at one place. Call

center technology deployed would help us give the best customer service.

Finally, the most important aspects of our services are the range of feature

rich CDMA IX handset with wider color display at attractive prices. All handsets

are data enables that will permit users to access our bouquet of services

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Mr. Anil D. Ambani, 46, is the Chairman of Reliance Capital, Reliance

Communications and Chairman & Managing Director of Reliance Energy Limited.

Till recently he also held the position of the Vice Chairman and Managing

Director of Reliance Industries Limited.

The Reliance group is India's largest business house, founded by late Shri

Dhirubhai H. Ambani (1932-2002).

Mr. Anil D. Ambani is a Bachelor of Science from the University of Bombay and

an MBA from The Wharton School, University of Pennsylvania, USA.

He joined Reliance in 1983 as Co-Chief Executive Officer. He has to his credit

many financial innovations in the Indian capital markets and has pioneered

India's first forays into the overseas capital markets with international public

offerings of global depository receipts, convertibles and bonds. He has directed

Reliance in its efforts to raise, since 1991, around US$2 billion from overseas

50
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financial markets; with the 100-year Yankee bond issue in January 1997 being

the high point of his endeavors. He has steered the Reliance Group to its current

status as India's leading textiles, petroleum, petrochemicals, power and telecom

player. He is a Member of the Wharton Board of Overseers, The Wharton

School, USA.

Education :

Bachelor of Science, University of Bombay

MBA from The Wharton School, University of Pennsylvania, USA

Career :

Joined Reliance in 1983, as Co-Chief Executive Officer. Has to his credit many

financial innovations in the Indian capital markets.

Pioneered India's first forays into overseas capital markets with international

public offerings of global depository receipts, convertibles and bonds.

Directed Reliance in its efforts to raise, since 1991, around US$ 2 billion from

overseas financial markets; with the 100-year Yankee bond issue in January

1997 being the high point of his endeavors.

With an investment of over Rs 36,000 crore (US$ 9 billion) in petroleum refining,

petrochemicals, power generation, telecommunication services and a port

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terminal, in a three-year time frame, he has steered the Reliance Group to its

current status as India's leading textiles-petroleum-petrochemicals-power-

infocom-telecom player.

Member :

Wharton Board of Overseers, The Wharton School, USA

Central Advisory Committee, Central Electricity Regulatory Commission

Board of Governors, Indian Institute of Management, Ahmedabad

Board of Governors of Indian Institute of Technology, Kanpur

Achievements :

Adjudged as the CEO of the Year at the prestigious Platts Global Energy Awards

for 2004.

Voted as India's most admired Chief Executive for the year 2004, for the sixth

year in succession, in the Business Barons (India's leading business magazine) -

Taylor Nelson Sofres - Mode Survey; and ranked at the top in 3 out of 4 qualities:

leadership, integrity and vision.

Ranked No.1 for the second consecutive year in The Power List 2004, published

by India Today, March 2004.

Voted 'MTV Youth Icon of the Year' in September 2003.

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Conferred 'The Entrepreneur of the Decade Award' by the Bombay Management

Association in October 2002.

Awarded the First Wharton Indian Alumni Award by the Wharton India Economic

Forum (WIEF) in recognition of his contribution to the establishment of Reliance

as a global leader in many of its business areas in December 2001

Named amongst 'The Power 50 - India's 50 most powerful decision-makers in

Politics, Business & Finance' by Business Barons in August 1999

Selected by Asia week magazine for its list of 'Leaders of the Millennium in

Business and Finance' and was introduced as the only 'new hero' in Business

and Finance from India in June 1999.

Leading business magazine Business Barons included him in its list of 'India's 25

Most Influential Business and Financial Leaders' in June 1998.

Conferred the 'Businessman of the Year 1997' award by India's leading business

magazine Business India in December 1997.

His Inspiration

The strongest influence in Anil's life is his father, Shri Dhirubhai Ambani. Here

are a few quotes from the legend himself.

"Give the youth a proper environment. Motivate them. Extend them the support

they need. Each of them have infinite source of energy. They will deliver."

"Growth has no limit at Reliance. I keep revising my vision. Only when you dream

it you can do it."

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Anil Ambani creates "new Reliance1 identity

ANIL Dhirubhai Ambani Group embarked on a new corporate identity with its

Chairman terming the new logo and look as a 'leap forward' to reflect the spirit of

'new resurgent India.

Addressing the group's employees through a web cast on the eve of the launch of

the new logo and unveiling of new corporate entity, an exercise that may see a

spending of over Rs 400 crore, ADAG Chief Anil Ambani said: "Our new corporate

colors blue and red convey values of integrity, confidence, energy and passion.

"Our new symbol, Reliance Apex, is an embodiment of hope, optimism and

success," he said. The new identity for the 'third largest group in India' came in less

than a year of ownership settlement in Reliance empire between Anil and elder

brother Mukesh on June 18, 2005 through an intervention by mother Kokilaben

54
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First Dhirubhai Ambani Memorial Lecture

July 6, 2003

Good afternoon, you’re Excellency, the President of India, Dr. Abdul Kalam, other

distinguished speakers, ladies and gentlemen. It is not without reason that

people across the length and breadth of this country yearn to hear you speak,

your Excellency. One, of course, is the singular honors of being in the presence

of the President of India. But even more so, as we have all experienced here

today, it is because of what your Excellency says and the manner in which you

say it. The Reliance family is deeply honored that you have graced an occasion,

which for all of us will always be cherished. Your presence here has filled us with

great pride and contributed to our immense learning.

I am also thankful to Shri Amitabh Bachchan, Shri Chhagan Bhujbal, Dr. Murli

Manohar Joshi, Shri Narendra Modi, Shri Sushil Kumar Shinde, Shri Arun

Shourie, Shri Digvijay Singh, Dr. Manmohan Singh and Shri Mulayam Singh

Yadav for being present with us here today in remembrance of Dhirubhai.

With your permission, your Excellency I would like to narrate in all humility a

small incident that took place just over a year ago. And that had a deep impact

on me. This event was known only to Papa, you, your Excellency, Mukesh and I.

55
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And it occurred at a time when your Excellency's name had just been announced

as a candidate for the office of President. I vividly remember it was Sunday, 23rd

of June 2002. I was going to Hyderabad to attend the first convocation of the

Indian School of Business. Your Excellency was the Chief Guest. As always

before I left Mumbai, that morning, I went to meet papa and I told him I would be

meeting with your Excellency and it would be nice if he wished you on the phone

while I was with you, he of course, very readily agreed. When I met your

Excellency in Hyderabad after the convocation ceremony was over, I requested

you to spare a moment to speak to my father on the phone. You very graciously

agreed and I got my father on the line. I thought to myself it would be a brief call,

where you would speak to papa for perhaps a minute simply accepting his

greetings. After all that is how these calls usually are. When two people who

have never ever met before, speak on the phone without any agenda. But as I

watched the call went on for a minute, two minutes, five minutes, ten minutes,

nearly fifteen minutes! I was amazed. I asked your Excellency, what papa had

discussed with you. You gave me a very thoughtful smile and only said, 'Mr. Anil,

you are a very lucky person. Your father is a great man.' You were also kind

enough to communicate that when you assumed office as President, papa was

amongst the first people you would like to invite to meet with you in Delhi.

On my journey back to Mumbai, that evening I kept wondering, what papa could

have said to you, which had made such an impact? When I reached home, I

56
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went straight to papa's room and asked him what he had discussed with you for

nearly fifteen minutes. He said, in his characteristic fashion, with a wave of his

hand, ''I spoke to Dr. Kalam of all the things which concern India. I said to him let

us do everything we can to make India one of the world's leading economic

superpowers. Let us link up all the rivers in this country to provide water to all.

Let us use our huge stocks of food grains to feed millions of hungry people. Let

us ensure high quality education for our children. Let us create millions of jobs for

our youth. And let us make our country a land of plenty. These are the kinds of

the goals we must achieve in our lifetime''.

That was the kind of man, papa was, your Excellency. He did not have the

benefit of a formal education himself. But he was able to strike an instant chord

that too on a brief phone call with an eminently learned person like you, your

Excellency. Someone he had never even met before! He was looking forward to

meeting you in person. Your Excellency but fate intervened. Within the next 24

hours he was to fall ill. And just two weeks later he departed for his heavenly

abode. That conversation he had with you, your Excellency was in fact his last

such conversation with any eminent public figure.

This is what we all miss so much about you today papa! Your big ideas, your

inspiring thoughts, your enthusiasm, your passion, your warmth, your simplicity,

your humility, your sincerity. Your ability to give endlessly of yourself to others

with not a thought to yourself. We miss your guiding hand papa. We will miss

your loving nature. And, we always will.

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Thank you, Ladies and Gentlemen

Chairman message on launch of our new corporate identity

May 27, 2006 - 5pm

Dear Colleagues,

Today, is a special moment in the life of Reliance

Anil Dhirubhai Ambani Group.

It is a day when we take yet another leap forward in our long and exciting journey

of learning and growing together…

Today, the entire family of the Reliance ADA Group, cutting across the length

and breadth of our vast country, comes together to celebrate a unique moment –

the launch of our new corporate identity.

It is an occasion to remind ourselves, once again, of who we are, what we stand

for, and what we aim to achieve in the days and years ahead…

It is a coming of age for our young family.

Today is momentous in other ways too. It is a time of great transition in the life of

our nation – a time when India is undergoing rapid transformation.

This change is not just about our physical environment, it is not just about

technology…

This change goes deep within – it is a change in attitude, in mindset, in belief, in

dreams, hopes and expectations…

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Today, we live in a world where the challenge is not merely to meet basic human

needs, but to match and exceed rising human aspirations…

It is a world which is reaching higher, dreaming bigger, and demanding more; A

world that is pushing the boundaries of hope, challenging the limits of

possibility…

Nowhere is this change more dramatically evident than in India – a country that

wakes up every morning, a little younger in age, and infinitely more ambitious in

spirit.

New India shows the impatience of youth; the desire for real and rapid

transformation – for world-class products and services, for a quality of life that is

second to none…

Reliance ADA group embodies the spirit of this new resurgent India.

Our goal is not just to build a great enterprise for our stakeholders, but,

more importantly, a great future for our country, to give millions of young Indians

the means to fulfill their dreams, the power to shape their own destiny, and to

realize their true and diverse potential…

Communications. Energy. Entertainment. Financial Services. Healthcare.

Infrastructure. Media and more – our businesses span the entire landscape of

emerging human aspirations.

Our new corporate identity reflects this belief and commitment – to give shape

and direction to the consumer’s fast growing aspirations for a better life.

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Our new corporate colors - Blue and Red - convey values of integrity, confidence,

energy and passion. Our new symbol, Reliance Apex, is an embodiment of hope,

optimism and success.

It represents the human urge for progress, the desire to reach higher, the will to

succeed, the resolve to shape a better future…

The Reliance typeface is a unique combination of upper and lower case

characters, representing our essential openness and accessibility…

Our multi dimensional look conveys our deepest appreciation for the rich diversity

of human life and aspirations – the unifying basis for our varied business

interests…

Our new identity is our common inspiration and binding force…it expresses our

commitment to bridge the gap between quality and quantity; to leverage our

strength in managing large-scale operations even as we create best-of-class

products and services.

It depicts our resolve to surpass the rising expectations of our young consumers.

This is New Reliance…

The New Reliance for the New World…

It is a fundamental change in the way we relate to ourselves, to the world, and to

one another…

It is a change in the way we work, the way we respond to stakeholders, the way

we look at competition…

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The success of this process requires us to look at ourselves not as individuals

with limited roles and responsibilities, but as members of one team, one family,

one collectivity – in one word, to work not as mere employees but as flag bearers

and brand ambassadors…to uphold a culture of honesty, integrity, ethical

decision-making, and responsibility towards the communities we serve…

Reliance - ADA group is the third largest Group in India on all major financial

parameters, with a market cap of nearly Rs. 1,00, 000 crore, group assets in

excess of Rs. 31, 500 crore and a net worth of Rs. 27, 000 crore.

We have over 50 million customers, the largest for any group in India; over 8

million shareholders, the largest for any group in the world.

Not many realize that we touch the lives of over 10 per cent Indians every single

day. And have a business presence that extends to over 4,500 towns and

3,00,000 villages in India and 5 continents across the globe.

It is an enviable foundation for us to build a great global enterprise, and to deliver on our

values and our brand promise…

Our founder, the legendary Dhirubhai Ambani, gave us a simple mantra for

growth: “Think Big. Think Fast. Think Ahead… and…Think Better.”

We are not just about scale and size; we are also about the pursuit of excellence,

the integrity of our values, the quality of our products and services…

Think Bigger! Think Better!

That is our commitment, our driving force…

That’s our mantra, our way of life - across the Reliance ADA Group…

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Starting today, we will have opportunity to get closer to our new identity, to reflect

on the philosophy behind it, and to celebrate the spirit of teamwork that lies at the

heart of it.

While embarking on this truly momentous journey, I look forward to working with

each one of you – as we give life, body and soul to our new identity, our new

vision. Together.

Thank You.

PROCESS TO CHANGE THE BRAND

As everybody knew since the partition of Reliance

Industries that Reliance infocom has to change it’s name to Reliance

Communication.

Brand change activity consisted of making all the old collaterals and all the

signage’s totally disappeared from the market so that new colored signages &

collaterals could be installed.

Old advertising materials of Reliance infocomm were of green color, and all new

materials are of white colour.

Brand change activity of Lucknow region was primarily divided in to 2 steps

62
 -
1. Making all the old signage’s and advertising materials totally

disappeared from the market

2. Reinstallation of new signage’s and advertising materials

Advertising Agency

For the purpose of all this activity Reliance Infocom has to select a Ad

Agency which can smoothly complete the work at low cost, we found Mega trend

Ad Agency as the suitable candidate.

Mega trend has conducted this kind of work in past also, when it

worked for Hutch & Airtel. It is the biggest AD agency of Lucknow and they are

well aware of all the areas of the city.

Address

Mega trend Advertising

Opposite City Montessori College

Gomti Nagar

Lucknow

Important Dates:

63
 -
Deinstallation started on 17 May 2006

Reinstallation started on 22 May 2006

Brand Launch 27 May 2006

Activities During Brand Change

Mega trend has to do all the activities from making the signage’s to the

installation of it on the respective sites, list of all the Reliance PCOs, Web

Worlds, WWEs and other shops who sell Reliance products .Because Signage’s

has to be installed at various places of Kanpur so the city was divided in to

various segments according to the areas and many teams were accordingly

made.

Each team has to go to the assigned areas and in the

first phase of operation has to deinstall all the advertising materials from the

shops. We were working there as a supervisor and has to see that the work goes

on smoothly, we were also taking record (Size & Condition) of signage’s from

each shops and to get a form filled by them.

64
 -

Format of the form is given below

Signage Installation Certificate

Shop Name………………………………………………………………………………

Shop address………………………………………………………………………….

Mobile No………………………………………………………………………………

Flex Board Size…………………………………………………………………

This is to confirm that above-mentioned Flex Board has been installed

in my presence on agreed location on the shop & in future I will be

responsible for the same.

This has been checked by me and is in working condition.

65
 -

.I understand that the glow sign is the property of Reliance Communication and

will remain with me at pleasure of Reliance Communication

Signature & Stamp………………………………………Date……………….

Attach Photograph &Visiting Card

It was not like we did not face any problem during all this, at many shops

shopkeepers were reluctant to get the signage’s deinstalled, we also had to face

all that there we had to take them in the confidence that they will get new one in

place of old signage’s.

In the second phase we took new signage’s to each of the shop from where we

brought old ones

And had to get it installed properly but all the new signages that we were

installing, were covered with black clothes. It was covered so that no body could

get to see the new signages.

66
 -
On 27 May 2006 the shopkeepers unveiled signages

and the new brand was launched.

Areas Of Kanpur

In the Kanpur city there are three main distributors in between them the whole

area is divided which are as follows.

AREA OF KANPUR

GUMTI NO. 5 ARYA HARSH JAWAHAR NEHRU

NAGAR NAGAR NAGAR NAGAR

FAJAL GANJ DARSHAN 80, FEET P- ROAD BRAMHA

PURWA ROAD NAGAR

KAKADEV GEETA SASTRI GURUDEV SWAROOP

NAGAR NAGAR NAGAR

GWAL TOLI PANKI ARMA PUR KALYAAN GANDHI

PUR NAGAR
KALPI ROAD AWAS VIKAS INDIRA LAKHANPUR

COLONY NAGAR COLONY

JAREEB RAI PURWA BHANNANHA KOPAR GANJ GHANTA

CHOWKI PURWA GHAR

HALSI ROAD LATUSH CHUNNI CHAMAN BEGAM GANJ

ROAD GANJ GANJ

TALAAK GHASIYARI RAM BIRHANA MALL ROAD

67
 -
MAHAL MANDI NARAYAN ROAD

BAJAR
SHIWALA CIVIL LINES BHOOSA GADARIYAN HARBANS

TOLI MOHAL MOHAL

MAREY CANNT MEERPUR POLICE TATMIL

COMPANY CANNT LINES

JHAKHAR ANWAR AFEEM RAMADEVI HARJENDRA

KATI GANJ KOTHI NAGAR

LAL PARDEWAN JAGAI JK COLONY DEFENCE

BAMGLOW PURWA PURWA COLONY

TIWARI PUR KAILASH TAR BAGIYA JAJMAU AHIRWAN

NAGAR
YADAV BENGALI BIBI PUR GANDHI KRISHNA

NAGAR COLONY GRAM NAGAR

GOVIND PURI GOVIND CHAWALA GUJAINI RATAN LAL

NAGAR MARKET NAGAR

BARRA KIDWAI NAVBASTA YASODA GHATAM

1-TO 10 NAGAR NAGAR PUR ROAD

KARRAHI JARAULI BAKHTAURI DHOBIN PREM

PHASE-1 PUR PULIYA NAGAR

SHYAM MANGLA GADIYANA BHABHA KANPUR BY

NAGAR VIHAR NAGAR PASS

JARAULI BABA KI TRANS PORT DADA VIJAY

PHASE-2 KUTI NAGAR NAGAR NAGAR

NAWAB AJAD NAGAR RAINA VIP ROAD PARWATI

GANJ MARKET BAGLAROAD

RAWAT PUR GUMTI NO 9 PANDU LAJPAT MARIYAM

NAGAR NAGAR PUR

68
-

69
 -

Size Of the Signage’s:

Signage’s of different size have to be installed at different shops according to the

need. These new signage’s that were being given were of the same size as were

deinstalled from the shops, at some places those were of different size as per the

requirement of the shopkeeper.

Different sizes are given below

Foot inches

3 2

70
 -
6 2

8 3

12 4

16 3

35 4

6 3

16 3

MEANING OF PROJECT

The word project has a great important in the development of new thing or idea

or techniques. The important of this word becomes specific for the academic

purpose. When the study is about management then it becomes more specific.

Even a single alphabet of this word represents the phase of management –

P – This implies for ‘Planning’. Planning gives the framework of future. How will

take steps in future. It is a predetermined procedure about the future work.

R – This implies for ‘Resources’ or the available means through which we will go

ahead. Resources have their own role in the development of any organization.

O – It implies for ‘Operation’ or the existing adopted sequential procedure.

71
 -
J – It means ‘Joint Efforts’ which directly indicate the co-ordination or teamwork,

which is necessary for the successfully accomplishment of the project

E – It means ‘Effectiveness’. Every aspect of the project should be effective.

C – It means to ‘Collect’, that is to bring together all the relevant things, which are

necessary to make any project effective.

T – It implies for ‘Techniques’. Without a new or development technique an

organization can’t complete in this highly changing environment.

. PROJECT BACKGROUND

OTHER TELECOMM OPERATERS IN KANPUR CITY

BHARAT SANCHAR NIGAM LIMITED

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 -
India’s fastest growing cellular service Cell one along with excel (prepaid service)

brings cellular telephony to the masses, through innovative technology and

strategic pricing.

This ambitious service uses state-of-the-art GSM technology to attain global

excellence and leadership in business. Our entry into this sector has brought

GSM cellular service at an affordable cost to the common man. All serving a

single objective, to provide better communication to millions across India.

Customers have reposed tremendous faith in BSNL and it has enrolled over 30

lakh Cellular within ten months of launch of Cellular service, an unprecedented

mark in Indian Cellular market.

On October 1, 2000 the Department of Telecom Operations, Government of

India became a corporation and was christened Bharat Sanchar Nigam

Limited (BSNL). Today, BSNL is the No. 1 Telecommunications Company

and the largest Public Sector Undertaking of India with authorized share

capital of $ 3977 million and net worth of $ 14.32 billion. It has a network of

over 45 million lines covering 5000 towns with over 35 million telephone

connections.

BSNL has managed to shoulder these responsibilities remarkably and deftly.

Today with over 45 million line capacity, 99.9% of its exchanges digital, nation

wide Network management & surveillance system (NMSS) to control telecom

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 -
traffic and over 4, 00,000 route kms of OFC network, Bharat Sanchar Nigam

Ltd is a name to reckon with in the world of connectivity. Along with its vast

customer base, BSNL's financial and asset bases too are vast and strong.

Consider the figures, as they speak volumes on BSNL’s standing:

• The telephone infrastructure alone is worth about Rs. 1,00,000 crore

(US $ 22.74 billion)

• Turnover of Rs. 31,400 crore (US $ 7.14 billion)

Add to which, BSNL's nationwide coverage and reach, comprehensive

range of telecom services and a penchant for excellence; and you have

the ingredients for restructuring India for a bright future. Today, BSNL is

most trusted Telecom Brand of India.

Product provided to the retailers

The Bharat Sanchar Nigam Ltd is not giving the new connection either pre paid

or post paid for sale to the retailers .It provide only recharge coupon voucher of

the Pre paid connection.

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 -

TATA INDICOM

Tata Teleservices is part of the INR 76,930 Crore (US$17.10 billion) Tata

Group, that has over 90 companies, over 220,000 employees and more than

2 million shareholders. With an investment of over INR 9,000 Crore (US$ 2

billion) in Telecom, the Group has a formidable presence across the telecom

value chain. 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.

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 -

Starting with the major acquisition of Hughes Tele.com (India) Limited [now

renamed Tata Teleservices (Maharashtra) Limited] in December 2002, the

company has swung into expansion mode. The company, which heralded

convergence technologies in the Indian telecom sector, is today the market

leader in the fixed wireless telephony market with a customer base of over 2.8

million for the period ended September 05.

Tata Teleservices' bouquet of telephony services includes Mobile services,

Wireless Phones, Public Telephony Booth, and Wire line services. Other services

include value added services like voice portal, roaming, 3-way conferencing,

group calling and data services.

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

Limited serve more than 7 million customers in 1700 towns and aims at 4000

towns by March'06. With an ambitious rollout plan both within existing circles and

across new circles, Tata Teleservices is offering world-class technology and

user-friendly services in 20 circles.

Tata indicom find the perfect solution for your business communication

needs through mobile, wireless phones, Internet and broadband, fixed phones,

international, data, and wholesale.

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Tata indicom offers the range of products and services at the most

convenient location near you through true value hub, true value Shoppe, Wi-Fi

zones, PTB.

Company Profile

AirTel comes to you from Bharti Tele-Ventures Limited - a part of the biggest

private integrated telecom conglomerate, Bharti Enterprises.

Bharti Enterprises has been at the forefront of technology and has revolutionized

telecommunications with its world class products and services. Established in

1976, Bharti has been a pioneering force in the telecom sector with many firsts

and innovations to its credit. Bharti has many joint ventures with world leaders

like Singtel (Singapore Telecom); Warburg Pincus, USA; Telia, Sweden; Asian

infrastructure find, Mauritius; International Finance Corporation, USA and New

York Life International, USA.

Bharti provides a range of telecom services, which include Cellular, Basic,

77
 -
Internet and recently introduced National Long Distance. Bharti also

manufactures and exports telephone terminals and cordless phones. Apart from

being the largest manufacturer of telephone instruments in India, it is also the

first company to export its products to the USA.

Bharti is the leading cellular service provider, with a footprint in 21 states

covering all four metros. It has over ten million satisfied customers.

Bharti Tele-Ventures is one of India's leading private sector providers of

telecommunications services based on an aggregate of 20,925,948 customers as

of March 31, 2006, consisting of 19,579,208 GSM mobile and 1,346,740

broadband & telephone customers.

VISION

To be globally admired for telecom services that delight customers. By 2010, we

want Airtel to be the most admired brand in India.

MISSION

We will meet global standards for telecom services that delight customers

through:

78
 -
• Customer Service Focus

• Empowered Employees

• Innovative Services

• Cost Efficiency

HUTCH

Hutch is the brand name of Hutchison Essar. It established its presence in India

in 1994 and was one of the first cellular providers in the city of Mumbai. Over

time it has expanded operations across the country and is one of the most

respected cellular service providers known for providing world class and

innovative services.

Hutchison Essar in India

Hutch established its presence in India in 1994 by acquiring the cellular license

for Mumbai. It now has operations in 16 circles accounting for 70% of India's

mobile subscriber base. Hutchison Essar Limited, with about 14.5 million*

subscribers, is one of the most reputed telecom companies in India. Over the

79
 -
years, it has been named the 'Most Respected Telecom Company', the 'Best

Mobile Service in the country', and the 'Most Creative and Most Effective

Advertiser of the Year'.

Hutchison Telecom is a part of the multinational conglomerate - Hutchison

Whampoa that has its origins dating back to 1828 in Hong Kong. The Group

operates five core businesses in 42 countries across the world, of which,

Hutchison Telecom has been one of the pioneers in mobile multimedia

communication and spans five continents.

HWL is a leading global telecommunications and data services provider

operating with a high growth strategy in 17 countries. It is a dynamic and agile

player with a strong track record as:

• The first to market with an international 3G video mobile network under

the “3” brand;

• One of the most agile and profitable 2G mobile voice and data network

operators; and

• As a major owner and operator of the fiber optic broadband and fixed-line

networks in Hong Kong, serving as a telecom gateway to China

HWL started mobile business in 1983 in our home market of Hong Kong and now

serves over 20 million customers. Our array of telecommunications and data

network offerings provides a depth of technological knowledge and insight into

emerging consumer trends. Our telecommunications and data infrastructure

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support offerings in the areas of mobile telephony (voice and video based

multimedia), fiber-optic broadband networks, fixed-line services and radio

broadcasting.

While other operators are just now rolling their third-generation mobile services in

late 2004, 3 has been successfully operating 3G networks and equipment in the

Australia, Austria, Denmark, Hong Kong, Ireland, Israel, Italy, Sweden and the

United Kingdom since early 2003. We were also the first operator in Hong Kong

to introduce 3G video mobile services in January 2004.

Another of our major telecommunications subsidiary is Hutchison

Telecommunications International Limited (Hutchison Telecom), which was listed

on the Hong Kong and New York stock exchanges in October 2004. Hutchison

Telecom has a significant presence, and in many cases is a market leader, in

nine dynamic markets, operating or rolling out mobile services in Hong Kong and

Macao, India, Israel, Thailand, Sri Lanka, Ghana, Indonesia and Vietnam.

In other markets such as Hong Kong and Israel, mobile phone penetration is

higher but customers are very eager to adopt new services and applications,

offering growth prospects in providing technologically advanced value-added

services.

The Essar Group is one of India's largest corporate houses with interests

spanning the manufacturing and service sectors like Steel, Oil & Gas, Power,

Telecom & BPO, Shipping & Logistics and Engineering & Constructions. The

81
 -
Group has an asset base of over Rs 20 billion (US$ 4.4 billion) and employs

over 4000 people.

RESEARCH METHODOLOGY

Problem Definition

My project topic is “Study of services offered by various mobile companies”. To

the channel partners (WWE, Retailers, Distributors). Winning Companies are more

productive in acquiring, keeping & growing customer and the satisfied channel partners.

These companies provide improve the value of their channel partners base by excelling

at the market strategies.

But to maintain the continuous processing of the channel partners

relationship management is not an easy task for any company. They face

different types of problems to maintain it.

 Building & maintaining a channel partner’s database requires a large

investment in computer hardware, database software, analytical programs

communication links & skilled personnel. It is difficult to collect the right

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 -
data, especially to capture all the occasions of company interaction with

individual customer.

 Difficulty of getting everyone in the company to be customer-oriented &

to use the available information. Employees find it for easier to carry on

the traditional transaction than to practice CRM.

In this project this is expected to find out the satisfaction level of ‘Reliance’

retailer to know how much they are satisfied by the services of company it is also

expected to detect what they want more from the company side. In this regard

it is also necessary to detect the various plans of these companies, which has

been, introduce to satisfaction and to retain the retailers, it is also necessary to

know at what level the retailers are satisfied. And for prevent churn through

retention and various tools of determining the retailer’s satisfaction level.

In this regard it is also know what are the opportunities and threats in front

of ‘Reliance’.

Research Problem

In research process the first and the foremost step happens to be that of

selecting and properly defining a research problem. The research problem

should be defined in a systematic manner, giving due weight age to all relating

83
 -
points. The technique for the purpose involves the undertaking of the following

steps generally one after the other:

 Statement of the problem in a general way.

 Understanding the nature of the problem.

 Surveying the available literature.

 Developing the ideas through discussions.

 Rephrasing the research problem.

Therefore the statement of the problem is “TO DO THE COMPARATIVE STUDY

OF SERVICES PROVIED TO THEIR CHANNEL (WWE, RETAILORS, and

DISTRIBUTORS) BY DIFFERENT TELECOM COMPANIES IN KANPUR”.

84
 -

RESEARCH OBJECTIVE AND RELATED SUB-OBJECTIVES:

Objective of the research forms its backbone. The objective of my research is

“TO STUDY AND COMPARE THE DIFFERENT TYPE OF FACILITIES OR

SERVICETO THEIR CHANNEL OF DIFFERENT TELECOM INDUSTRIES”.

Sub-Objectives: -

 To make clear picture of retailer’s behavior towards telecom company

in Kanpur.

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 -
 Study about the satisfaction level of retailers regarding

incentive/services and quality offered by telecom operators.

 To know about the knowledge and interest of retailers towards

company’s product & services.

 To have a clear understanding of retailer’s perception towards the sale

& services.

Information requirements: source of information

The source of information of my project was only primary data and not

secondary data.

PRIMARY DATA:

The primary source was only the RETAILERS & DISTRIBUTORS whom I talk in

the retail outlets.

There is no use of secondary data in this research.

Choice of research design – alternatives and choices:

The research design is conceptual structure within which the research is

conducted; it constitutes the blue print for collection, measurement and analysis

of data.

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 -
Marketing research projects are designed as either exploratory studies or

conclusive studies, depending on the objectives. Exploratory studies are used

when so little is known about a given area that useful hypothesis cannot be

formulated. Their objective is to define relationships between two or more factors

in away that will permit statement of specific hypotheses. These can then be

tested by conclusive research to select the best alternative.

I have used Exploratory Research Design for my study. The reason for

using this design is that my main emphasis during the research was to discover

ideas regarding knowledge and satisfaction level of retailers towards the

services offered by telecom operators. Therefore I wanted to use a design, which

is flexible. Exploratory Research Design was perfect for such research and it

provided me the opportunity for considering various other aspects related to my

study.

Three lines of attack may aid in finding hypotheses of value:

1. Study of secondary sources of information.

2. Survey of individuals.

3. Analysis of selected cases.

I have used the method of survey of individuals.

Research Instrument used- details and why?

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 -
Questionnaire is used in this research because survey of individuals was

required.

When information is to be collected by asking questions of people who may

have the desired data a standardized form called a questionnaire is prepared.

The questionnaire is a list of questions to be asked respondents. Each question

is worded exactly as it is to be asked, and the questions are listed in an

established sequence.

Questionnaires are used with telephone, mail, and personal interviews. As

the personal interview is the most demanding from a questionnaire

construction standpoint. Questionnaires are the measuring instruments

used in marketing research. If they are to produce useful measurements,

they must be both valid and reliable. The basic objective of preparation of

this questionnaire is to know the awareness level of the services of

different telecom operators to retailers in Kanpur. I framed structured and

non – disguised questionnaire. Questionnaire includes: -

 Dichotomous question

 Multiple choice questions

 Close ended questions

88
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Sampling technique used and sample size:

Sampling may be defined as the selection of some of an aggregate or the totality

on the basis of which a judgment or inference about the aggregate or totality is

made. It is the process of obtaining the information about an entire population by

examining only part of it.

The sampling technique for the problem is: Probability and Non – Probability

Sampling. A probability sample is one in which the sampling units are selected

by chance and for which there is a known chance of each unit being selected. A

non-probability sample is one in which chance selection procedures are not

used. Under this I have used multi stage sampling i.e. first I have used cluster

89
 -
sampling and then convenience sampling was done. In cluster sampling the

sampling frame is divided into various clusters i.e. various retail outlets of

different clusters (various areas of Kanpur) and then applied convenience

sampling. A convenience sample is one in which the only criterion for selecting

the sampling units is the convenience of the sampler. After this I selected the

items from the cluster as per convenience sampling.

Sample Size: - Due to shortage of time, the size of sample chosen for the

research is 200. I have covered various retail outlets of different areas of

Kanpur city.

Fieldwork – method used for data collection

The method used for data collection in the fieldwork is the personal

Interview. Personal Interviews are those in which an interviewer obtains

information from respondents in face-to-face meetings. Personal interviews

are widely used in marketing research. In a personal interview, the interviewer

asks the questions of the respondent in a face- to-face situation.

Limitations

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 -

Since the report is based on sampling the sample may not be a true

representative of the population. I have not taken whole areas of Kanpur so

the information that I have calculated should be biased. Due to shortage of

time period, I have taken a very small sample size i.e. of 500. Also I have

used questionnaire for the retailer feedback, here there is a possibility that the

retailer may not have given true information due to shortage of time. This may

effect the interpretation of the data collected up to the extent of the

information given by the client is false and biased.

SAMPLE PROFILE:

I have taken 200 samples from the total population. Sample profile is the retailers

of various outlets of mobile shop whom I have talked. Sample profile was taken

from various areas of Kanpur.

Questionnaire for Channel Satisfaction Survey

For Web World & Web World Express

91
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Please rate the following on scale of four

(Write the no. of particular options)

4-Excellent

3-Good

2-Satisfactory

1-Poor

1. How will you rate Reliance Communication as a Brand?

2. How do you feel being associated with Reliance as a channel partner?

3.How do you rate the service of Reliance Communication Vis-à-Vis competition

4. How do you rate the tariff plane being offered by Reliance Communication?

5. How do you rate the product being offered by Reliance Communication?

6. How do you rate the commission policy of Reliance Communication?

7.How do you rate the communication policy of the Reliance Communication?

8.How do you rate the incentive schemes launched time to time by Reliance ?

9. How do you rate the support from cluster office?

92
 -
10. Are you getting adequate support from team to manage the business?

11.How do you rate the profitability of the business with Reliance Communication?

12. How do rate the network quality of Reliance Vis-à-Vis competition?

13. How do you rate the online services Vis-à-vis competition?

14. How do you rate the training support from town office?

15. Are you getting the adequate support from commercial dept. of Reliance comm.?

For Retailers

Outlet Name:-____________________

Address :-____________________

Contact No. :-____________________

1. Retailer’s deals in

93
 -

Rim Bsnl Airtel Tata Hutch

2.Product availability of

Operator Product Always Sometimes Not available

available available
Rim a)GSK
b)RCV

Bsnl a)GSK
b)RCV

Airtel a)GSK
b)RCV

Tata a)GSK
b)RCV

Hutch a)GSK
b)RCV

3. Rank the prepaid RCV’s according to sales (5-1).

5-excelent

4-good Rim Bsnl Airtel Tata Hutch

Rs.149-200
3-avarage Rs.330-380
Rs.400-550
2-below average Rs.1000-1100

1-poor

4. What is company share in sales (in month)

94
 -
Number
Pre paid Post paid RCV’s
New

Connection
Rim
Bsnl
Airtel
Tata
Hutch
5. Are you satisfied with commission /additional incentive schemes provided

from

New connections RCV’s

Pre paid Post paid
Rim
Bsnl
Hutch
Tata
Airtel
6. New schemes/Products are

Ease to Not ease to Can’t say

understand understand
Rim
Bsnl
Airtel
Hutch
Tata

95
 -
7. Any suggestion/Feedback/clarification/comment…….

____________________________________________________________________

1- How will you rate Reliance Communication as a Brand?

14
12
10
excelent
8
good
6
satisfied
4
poor
2
0
1st Qtr

2-. How do you feel being associated with Reliance as a channel partner?

96
 -
14
12
10
execelent
8
good
6
satisfied
4
poor
2
0
1st Qtr

3-.How do you rate the service of Reliance Communication Vis-à-Vis competition

14

12

10
excelent
8 good
6 satisfied

4 poor

4-. How do you

rate the tariff plane being offered by Reliance Communication?

97
 -
12
10
8 excelent
6 good
4 satisfied

2 poor

0
1st Qtr

5- How do you rate the product being offered by Reliance Communication?

12
10
8 excelent
6 good
4 satisfied

2 poor

0
1st Qtr

6- How do you rate the commission policy of Reliance Communication?

98
 -
10

8
excelent
6
good
4 satisfied
2 poor

0
1st Qtr

7-. How do you rate the incentive schemes launched time to time by Reliance?

12
10
8 excelent
6 good
4 satisfied

2 poor

0
1st Qtr

8- How do you rate the support from cluster office?

99
 -
12
10
8 excelent
6 good
4 satisfied

2 poor

0
1st Qtr

9-How do you rate the profitability of the business with Reliance Communication?

12
10
8 excelent
6 good
4 satisfied

2 poor

0
1st Qtr

10- How do rate the network quality of Reliance Vis-à-Vis competition?

100
 -
16
14
12
10 excelent
8 good
6 satisfied
4 poor
2
0
1st Qtr

11-. How do you rate the online services Vis-à-vis competition?

16
14
12
10 excelent
8 good
6 satisfied
4 poor
2
0
1st Qtr

12- . How do you rate the training support from town office?

101
 -
16
14
12
10 excelent
8 good
6 satisfied
4 poor
2
0
1st Qtr

13- Are you getting the adequate support from commercial dept. of Reliance

comm.?

16
14
12
10 excelent
8 good
6 satisfied
4 poor
2
0
1st Qtr

102
 -
For Retailers

1. Retailer’s deals in

Rim Bsnl Airtel Tata Hutch

103
 -

200

150
rim
bsnl
100
airtel
tata
50
hutch

0
1st Qtr

2.Product availability of

104
 -

200

150 rim
bsnl
100
airtel
tata
50
hutch

0
RCV GSK

3. Rank the prepaid RCV’s according to sales

180
160
140
120 rim
100
bsnl
80
airtel
60
40 tata
20 hutch
0
Rs.149-200 Rs.330-380 Rs.400-550 Rs.1000-
1100

4. What is company share in sales (in month)

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200
180
160
140 rim
120 bsnl
100
airtel
80
60 tata
40 hutch
20
0
Pre paid Post paid RVC

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5. Are you satisfied with commission /additional incentive schemes provided

from

200
180
160
140 rim
120 bsnl
100
airtel
80
tata
60
40 hutch
20
0
Pre paid post paid RCV's

6. New schemes/Products are (in understandability)

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180
160
140
120 rim
100 bsnl
80 airtel
60 tata
40 hutch
20
0
easy typical no comment

SWOT ANALYSIS AND SUGGESTIONS

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Strength, Weakness, Opportunities and Threat (SWOT) are the four tools for a

individual or group or organization to grow, improve and polish its skills. SWOT

analysis for the Reliance retailers in regards to BSNL, Airtel, Tata Indicom and

Hutch and has been highlighted below which covers all the criticality of the

Project. The following points were seen as the:

STRENGTH

1. A strong brand name with a high degree of financial support, which is the

backbone of the company.

2. Brand leaders in Bringing Latest Technology for the common man

3. An innovator, Pre problem Seeker and Risk taking capabilities.

4. Systematic, planned and quick actions taken up lead to quick reactions by

the company ultimately providing a competitive edge to Reliance.

5. A dedicated Technical, Marketing, and Survey team with extra features

of Research and development support.

WEAKNESS

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1. The data collected cannot be considered as 100% accurate but it is only

an estimated figures gathered by the customer.

2. The analysis so done cannot be regarded as the final as change is the

only constant thing, which happens.

OPPORTUNITIES

1. A huge untapped market

2. Mobile is no more a status symbol but a necessity for the rural too which

opens door for Reliance

3. Government teaming up with the company to set up PCOs and to facilitate

rural with Telecom services

4. High PCO demand rising in the rural especially for Set.

THREATS

1. Neck to Neck competition with Hutch with respect to incentive and policies

2. Threats from growing Competitors like Hutch and Reliance in the prepaid

sector

3. New entrant in the market, Idea is an area of concern.

4. Teaming up with Government may lead to negotiating by Reliance in

business

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Interpretation and findings:-

I have got the mixed response from the retailers about their behavior and

knowledge about services. There I find:

 Out of 200 retailers 85 retailers don’t know all services of RELIANCE-

WORLD.

 Most of the retailers know about commission & incentive in Reliance.

 All most, all of the retailers have the product availability in his shop from

the distributor’s services.

 Very less retailers know about the membership, travel and finance

services.

 Out of 200 retailer 115 retailers know about services .

 Very less retailers know about all the services of BSNL and TATA.

 Most of the retailers know about the AIRTEL, HUTCH, RELIANCE, not of

BSNL and TATA plans.

 Most of the retailers are satisfied with the Reliance.

 Most of the retailers are satisfied with quality and services of AIRTEL,

HUTCH and RELIANCE.

 Most of the retailers think that Reliance as a brand.

 Most of the retailers want help through on line information.

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Conclusion:-

We are in the era of satisfaction through sale or other way to provide the

services to the customer’s. To sale the Pre paid connection or post paid or

to sale the RCV and to get the more and more profit from various mobile

operator company. To supplement stagnant voice revenues cellular

operators are now turning to provide more and more facilities to their

retailers and to give sufficient knowledge and training .because the retailers

is the one of them member in the channel who give more revenue to the

company.

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Suggestion:-

The Suggestions that I would like to put forward before the channel

services are following:

• Company need to create awareness regarding services.

• For promoting services, they have to provide new plan for the

retailers and to for giving them high moral should provide few

programs show, campaign in shopping malls, publicity through

hoarding, newspaper and TV adds.

• Company need to train their retailers so that they can provide

information about the Sceam to the customers.

• Company need to start new incentive plan for them.

• Company need to give them on line facility to sort out any type of

problem.

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Bibliography:-

The following information that is given in this project has been sorted from

the following sources:

• www.google.com

• www.yahoo.com

• www.relianceada.com

• www.hutch.in

• www.airtel.com

• www.tataindicom.com

• www.bsnl.com

• Marketing Research –Boyd, Jr. Westfall and Stasch.

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