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2. Agenda
o Introduction
o Conclusion
3. Telecom in the real sense means transfer of information between two distant points in space
Telecom is a huge and varied fastness of technologies, companies, services and politics that is
truly global in nature Telecom stands as one of the most essential elements of the business
world in terms of “ Connecting the World ” Introduction
5. Cont…………..
o Indian Telecom sector, like any other industrial sector in the country, has gone
through many phases of growth and diversification. Starting from telegraphic and telephonic
systems in the 19th century, the field of telephonic communication has now expanded to make
use of advanced technologies like GSM, CDMA, and WLL to the great 3G Technology in mobile
phones. Day by day, both the Public Players and the Private Players are putting in their resources
and efforts to improve the telecommunication technology so as to give the maximum to their
customers.
7.
o The Indian telecom sector can be broadly classified into Fixed Line Telephony and
mobile telephony. The major players of the telecom sector are experiencing a fierce competition
in both the segments. The major players like BSNL, MTNL, VSNL in the fixed line and Airtel, Hutch,
Idea, Tata, Reliance in the mobile segment are coming up with new tariffs and discount schemes
to gain the competitive advantage. The Public Players and the Private Players share the fixed line
and the mobile segments. Currently the Public Players have more than 70% of the market share.
8.
o Fixed-line Telephony
o Public Players
o Subscribers
o Private Players
o Subs cribers
4 metros
19 circles
Market structure METRO Circles Gujarat Rajasthan Maharashtra Orissa Andhra Pradesh Karnataka
Tamil Nadu Kerala Madhya Pradesh Uttar Pradesh E Bihar West Bengal Punjab Himachal Pradesh
Haryana Jammu & Kashmir Uttar Pradesh W CHENNAI MUMBAI DELHI KOLKATA C Circles B Circles A
Circles
12. Players of Telecom Industries
o Airtel
o BSNL
o Vodafone
o Reliance
o Idea
13. AIRTEL
o Established in 1995 by Sunil Mittal as a Public Limited Company, Airtel is the largest
telecom service provider in Indian telecom sector. With market capitalization of over Rs. 1,360
billion, Airtel has 31% of total market share of GSM service providers. Providing GSM services in
all the 23 circles, Airtel was the first private player in telecom sector to connect all states of India.
Also, Airtel is the first mobile service provider to introduce the lifetime prepaid services and
electronic recharge systems.
o Founded in 2000, Bharat Sanchar Nigam Ltd. In 2005-06, the BSNL earned revenues
of Rs. 40,177 crore, & In 2007-08, the BSNL earned revenues of Rs.38,053 crores. India's largest
public sector Telecommunications Company providing a wide variety of telecom services. Its
service range covers Wireline, CDMA mobile, GSM Mobile, Internet, Broadband, Carrier service,
MPLS-VPN, VSAT, VoIP services, IN Services, etc.
15. VODAFONE
16. RELIANCE
17. IDEA
o Established by AT&T, Aditya Birla Group and Tata Group as joint venture, Idea
Cellular, is a part of Aditya Birla Nuvo, a flagship company of the Aditya Birla Group, Idea is
growing its network in 11 circles. Idea offers both prepaid and post paid services in the GSM
network. Having 13% market share, Idea has a base of 2.3 crores subscribers all over the
country. A three-year contract was signed between Idea cellular and Ericsson for GSM expansion.
The network will now cover Maharashtra, Gujarat, Rajasthan, Madhya Pradesh and Himachal
Pradesh telecom circles (operator-licensed areas).
o -what is airtime?
o Rebranding
o -Stores
o -Exclusive shops
o -Associate distributions
o Customer service
o -Vans
o -Help desks
o -Innovations
o -network
o Up market
o professionals
25. MAJOR MARKET TRENDS MAJOR MARKET TRENDS The telecoms trends in India will have a great
impact on everything from the humble PC, internet, broadband (both wireless and fixed),
cable, handset features, talking SMS, IPTV, soft switches, and managed services to the local
manufacturing and supply chain. This report discusses key trends in the Indian telecom
industry, their drivers and the major impacts of such trends affecting mobile operators,
infrastructure and handset vendors. Higher acceptance for wireless services Indian customers
are embracing mobile technology in a big way (an average of four million subscribers added
every month for the past six months itself). They prefer wireless services compared to wire-line
services, which is evident from the fact that while the wireless subscriber base has increased
at 75 percent CAGR from 2001 to 2006, the wire-line subscriber base growth rate is negligible
during the same period. In fact, many customers are returning their wire-line phones to their
service providers as mobile provides a more attractive and competitive solution. The main
drivers for this trend are quick service delivery for mobile connections, affordable pricing plans
in the form of pre-paid cards and increased purchasing power among the 18 to 40 years age
group as well as sizeable middle class – a prime market for this service. Some of the positive
impacts of this trend are as follows. According to a study, 18 percent of mobile users are
willing to change their handsets every year to newer models with more features, which is good
news for the handset vendors. The other impact is that while the operators have only limited
options to generate additional revenues through value-added services from wire-line services,
the mobile operators have numerous options to generate non-voice revenues from their
customers. Some examples of value-added services are ring tones download, coloured ring
back tones, talking SMS, mobisodes (a brief video programme episode designed for mobile
phone viewing) etc. Moreover, there exists great opportunity for content developers to develop
applications suitable for mobile users like mobile gaming, location based services etc. On the
negative side, there is an increased threat of virus – spread through mobile data connections
and Bluetooth technology – in mobile phones, making them unusable at times. This is good
news for anti-virus solution providers, who will gain from this trend. MERGERS Demand for new
spectrum as the industry grows and the fact the spectrum allocation in done on the basis of
number of subscribers will force companies to merge so as to claim large number of
subscribers to gain more spectrum as a precursor to the launch of larger and expanded
services. However it must also be noted that this may very well never happen on account of
low telecom penetration. NEW CIRCLES As mentioned earlier there is a significant number of
tier-2 and tier 3 cities that can accommodate more players we expect aggressive response by
the companies to such opportunities as and when they are created The telecoms trends in
India will have a great impact on everything from the humble PC, internet, broadband (both
wireless and fixed), cable, handset features, talking SMS, IPTV, soft switches, and managed
services to the local manufacturing and supply chain. This report discusses key trends in the
Indian telecom industry, their drivers and the major impacts of such trends affecting mobile
operators, infrastructure and handset vendors. Higher acceptance for wireless services Indian
customers are embracing mobile technology in a big way (an average of four million
subscribers added every month for the past six months itself). They prefer wireless services
compared to wire-line services, which is evident from the fact that while the wireless
subscriber base has increased at 75 percent CAGR from 2001 to 2006, the wire-line subscriber
base growth rate is negligible during the same period.
26.
o In fact, many customers are returning their wire-line phones to their service
providers as mobile provides a more attractive and competitive solution. The main drivers for this
trend are quick service delivery for mobile connections, affordable pricing plans in the form of
pre-paid cards and increased purchasing power among the 18 to 40 years age group as well as
sizeable middle class – a prime market for this service.
o According to a study,18 percent of mobile users are willing to change their handsets
every year to newer models with more features, which is good news for the handset vendors. The
other impact is that while the operators have only limited options to generate additional revenues
through value-added services from wire-line services, the mobile operators have numerous
options to generate non-voice revenues from their customers
27.
o Some examples of value-added services are ring tones download, coloured ringback
tones, talking SMS, mobisodes (a brief video programme episode designed for mobile phone
viewing) etc. Moreover, there exists great opportunity for content developers to develop
applications suitable for mobile users like mobile gaming, location based services etc. On the
negative side, there is an increased threat of virus – spread through mobile data connections and
Bluetooth technology – in mobile phones, making them unusable at times. This is good news for
anti-virus solution providers, who will gain from this trend. they are created
o Convergence of technologies & the ability of private players to offer it to the market
faster than the incumbent operator.
o “ The telecom industry in 2012 will be very different from the one we know today.
Developing strong partnership skills, focusing on customer user groups, embracing Internet
services and starting to talk the language of Web 2.0 will enable the carriers to thrive well into
the future,"
o 3G Technology In India
33. All players are going to launch net usage by USB (plug & surf from anywhere)
34. Conclusion
o In this changing landscape, the winners will be those companies that understand
consumers' needs, focussing on usability and actually giving control back to the users. The losers
will be the ones that focus on overly technical product differentiation that the majority of
consumers will not understand and therefore not use. Inevitably, the global telecom majors are
taking notice and Nokia, LG and Motorola have put up factories to manufacture mobile phones
after years of saying that the Indian market was better supplied from abroad. Nokia’s former
chairman Jorma Ollila was quite clear why the company was finally moving to India. “We estimate
that India will become the world’s second biggest mobile device market when measured by
volumes in the year 2010.” Other market research companies have estimated that India will, in
fact, overtake China when it comes to selling mobile instruments by around 2009.
35.
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lecom Sector Thesis - Document Transcript
II LETTER OF APPROVAL
III PREFACE The customers are very important and play a crucial role in any process
of marketing. Today, customers are the kings of the market because the customer
loyalty and customer preference are built by the products and the services offered
to the customers and they seek for the more benefits and money’s worth for the
amount they spend. That is where the concept of customer preference and
consumer behavior comes because the customers make the marketers to rethink
about designing the products and services. They have to think about the market
segmentation, market strategies, consumer behavior, consumer’s tastes,
consumer’s lifestyle etc also. Many marketers are smart enough to understand
consumers’ needs, wants and demands and perform beyond their expectations i.e.
they delight them. It provides them growth, profitability and creativity with lot of
inventions.
V I am also thankful to various industry experts and executives for sharing relevant
information and valuable thoughts with me and helped me in writing my thesis.
VI SYNOPSIS Aim: The aim of this study is to analyze critically the customer
preference and their satisfaction in Telecom Sector. Objectives of the study: • To
understand the improvement and customer preferences in Telecom Sector. • To
study the service providers and their service quality in the Telecom Sector. • To
study the customer satisfaction and understand the current market scenario in
Telecom Sector. Commercial viability of the study: In today’s scenario,
communication has become much faster day by day by telephones, internet, media
etc. One of them is a growth of telecom sector. Today many organizations provide
services for the telecom purpose. This study will help to understand customer
preferences and their satisfaction by the services provided by different
organizations
VII in this sector. It will also help to these organizations to form various strategies
and getting the results from marketing efforts. Research Methodology: This
research consists of primary and secondary research: Primary:- 1. Interaction with
customers by filling up of questionnaires. 2. Interview with Sales or Marketing
Personnel. Secondary:- 1. Books 2. Internet 3. Articles 4. Magazines/ Project Reports
5. Newspapers
VIII EXECUTIVE SUMMARY The development of the telecom sector has experienced a
major process of transformation in terms of its growth, technological content, and
market structure in the last decade through policy reforms introduced by the
Government. The impetus of these changes is expected to continue, and at a much
faster pace. The study aims to analysis that with the increase in competition in
telecom services, higher levels of consumer satisfaction with affordable prices and
improved quality of services achieving or not. Wireless telephony and the Internet
are expected to be the preferred means of communication as convergence of
telecommunications, broadcasting, and information technology progresses. The
study also shows the supportive policy framework needs to be in place during this
period of rapid growth and transformation. The Government has undertaken the
implementation telecom policy with utmost earnestness, in letter and spirit to usher
in competition in almost all the service sectors. The migration package to revenue
sharing in place of a fixed license fee, has led
IX to a virtual ‘take off” in growth of the cellular and basic service sectors. National
and International data connectivity has been opened. Liberalization of telecom
sector of the Indian economy aims at improving accessibility, availability, reliability
and connectivity through private sector participation and to bring about much
needed improvement in the Quality of Service. Through increased competition, the
service providers are expected to become more sensitive and responsive to the
customers needs and choices and endeavor to give him greater satisfaction. The
Telecom Regulatory Authority of India (TRAI) has the mandate to safeguard the
customer’s interests and to set the standards of quality of service. The rapid
technological advances which have taken place in the telecom sector have brought
about significant improvements in the quality of service provided to customers.
With the digitization of exchanges, and upgradation of external network, the fault
rate has come down.
XII LIST OF FIGURES Figure 1: Growth of subscriber base from 1998 to 2007..
…………........................3 Figure 2: Operator-wise Market Share of GSM service
providers as on 30th September
2007………………………………………………………….10 Figure 3 Operator-wise Market
Share of CDMA Wireless as on 30th September 2007…...
……………………………………………………...10 Figure 4: Wireless including WLL for
October 2007…………………….............11 Figure 5: Segmentation in the Indian
Telecom Consumer Market………...........14 Figure 6: Market
factors…………………………………………………………...18 Figure 7: Success
factors…………………………………………………...............19 Figure 8: Urban+Rural
wireline market share……………………………...........28 Figure 9: Telecom service
providers market shares for 31st March-2007…........31 Figure 10: Private and Public
players market share……………………..............48 Figure 11: India’s telephony tele-
density by March 2008………………………..48 Figure 12: Total wireless subscribers
by September 2007……………………….51 Figure 13: Internet subscriber base for 3rd
quarter in 2007………………..........52 Figure 14: Growing share of private sector by
December 2007…………............58 Figure 15: Urban+Rural tele density by
December 2007………………………...61 Figure 16: Rural wireline subscribers by
September 2007………………............62 Figure 17: Market share of rural wireline
subscribers on 30th September
2007............................................................................…………………..63 Figure 18:
FDI equity inflows in Telecom from April-October for the year 2007-
08………………………………………………………………….65
XIII LIST OF TABLES Table 1: Evolution of telecom
industry……………………………………..............1 Table 2: GSM and CDMA subscription
numbers………………………………....8 Table 3: BSNL’s financial
facts………………………………………………........25 Table 4: Telecom service providers’
financial facts of 4th quarter for the year
2008………………………………………………………………………..26 Table 5:Airtel’s
financial facts for the year March 2007-08……………………..30 Table 6: Reliance
communication’s financial facts by March-2008……………..36 Table 7: Broadband
subscribers’ growth from March-2006 to July-2007……...52
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This project work would never have been an achievable task, had we not been
under the great shelter of guidance of respected Professor Mukta Rae. Her
simplified teaching technique based on examples has helped us gain more
understanding of the subject. The very essence of the project work is the linguistic
precision which has an impact of conveying more details in least possible words. An
ample use of various reference readings has been very frequently made while
compiling data for this project. Such rich reading has been made available at hand
by the treasure-like well-maintained library of the IIPM, Ahmedabad. I am very much
under obligation to mention here, the contributions of my batch mates who have,
knowingly or unknowingly, provided me the competitive edge which is the driving
force of the whole labor and extra labor put into the project. I would also take an
opportunity to thank all the respondents, who have taken pains in answering the
questions and filled the place of true representatives for deciding the nature of the
problem. Finally, I feel very much gratified to the administration of IIPM, Ahmedabad
for providing comfortable environment. - JONTY MOHTA IIPM – AHMEDABAD SALES
AND DISTRIBUTION Page 4
The rapid growth in Indian telecom industry has been contributing to India‟s GDP at
large. Telecom Regulatory Authority of India was established to regulate and deal
with competition among the service providers. Upcoming services like 3G and
Portability will help to further increase the growth rate. The Indian
telecommunication industry is one of the fastest growing in the world and India is
expected to become the second largest telecom market in the world by 2010. India
added 113.26 million new customers in 2008, the largest globally. The country‟s
cellular base witnessed close to 50% growth in 2008, with an average 9.5 million
customers added every month. It is estimated that telecom industry will generate
revenues worth US$ 43 billion in 2009- 10. IN this we have tried to capture the most
of areas of telecom industry. Like, History of Telecom Industry, TRAI role and
functions, new trends in industry and latest updates. To find the reason of
tremendous growth in Indian Telecom Industry To study the role of TRAI To
study upcoming trends in Telecom industry IIPM – AHMEDABAD SALES AND
DISTRIBUTION Page 5
The exactly ten years ago, Jyoti Basu in culcutta called Sukh Ram in Delhi Sukh Ram
in Delhi was the first mobile phone call in India. Brick sized cell phone used to cost
Rs.45000 and each call coasted Rs.16.50/minute. Back then, cell phones was a
status symbol. Today, there are over 60 million mobile connections in India
(expected to double in number in next 12 months.). A local call costs around less
then Rs.50paisa/min and a cell phone can be purchased for less than Rs.1500. India
growth story has already got the world to sit up and take a note of the changing
economic scenario. The Indian government is doing everything that is possible to
ensure that this story remains intact. Factors, like the liberalization in the
government stance and the daring entrepreneurs of the Indian soils, have helped
the sectors achieve the highs like never before. And currently, the flavor of the
month seems to be the telecom industry. IIPM – AHMEDABAD SALES AND
DISTRIBUTION Page 6
The Indian telecom market has been displaying sustained high growth rates. Riding
on expectations of overall high economic growth and consequent rising income
levels, it offers an unprecedented opportunity for foreign investment. A combination
of factors is driving growth in the telecom market, promising rich returns on
investments. Example: TATA DOCOMO It generated US $1.4 trillion in the year of
2009 when recession is everywhere. India is the fourth largest telecom market in
Asia after China, Japan and South Korea. Asia pacific region: expecting highest
growth in next 5years. The Indian telecom network is the eighth largest in the
world and the second largest among emerging economies. The Indian telecom
market size of over US $ 8 billion is expected to increase three fold by 2012. The
expansion of the telecom industry in India has been fuelled by a massive growth in
mobile phone users, which has reached a level of 10 million users in December
2002, an increase of nearly 100 per cent in 2002. This exponential growth of
mobile telephony can be attributed to the introduction of digital cellular technology
and decrease in tariffs due to competitive pressures. For the first time in India, the
growth of cellular subscriber base has exceeded the fixed line subscriber base.
However, cellular penetration is still 1 per cent as compared to world average of
around 16 per cent. IIPM – AHMEDABAD SALES AND DISTRIBUTION Page 8
19% China 12% India 62% USA 7% Others Source: EIU (Economist Intelligence Unit)
Indian Telecom sector, like any other industrial sector in the country, has gone
through many phases of growth and diversification. Starting from telegraphic and
telephonic systems in the 19th century, the field of telephonic communication has
now expanded to make use of advanced technologies like GSM, CDMA, and WLL to
the great 3G Technology in mobile phones. Day by day, both the Public Players and
the Private Players are putting in their resources and efforts to improve the
telecommunication technology so as to give the maximum to their customers.
The Indian telecom sector can be broadly classified into Fixed Line Telephony and
mobile telephony. The major players of the telecom sector are experiencing a fierce
competition in both the segments. The major players like BSNL, MTNL, VSNL in
the fixed line and Airtel, Vodafone (Hutch), Idea, Tata, Reliance in the mobile
segment are coming up with new tariffs and discount schemes to gain the
competitive advantage. IIPM – AHMEDABAD SALES AND DISTRIBUTION Page 9
The Public Players and the Private Players share the fixed line and the mobile
segments. Currently the Public Players have more than 60% of the market share.
Internet/Broadband subscribers are 14.05m internet subscribers & 6.62m
broadband subscribers (June 2009) Advanced Technologies – GSM, CDMA, WLL,
3G and upcoming 4G Telecom sector Contribution of nearly 1% to India‟s GDP
GSM CDMA/WLL Fixed LINE •VODAFONE •BSNL •BSNL •AIRTEL •MTNL •MTNL •BSNL
•TATA INDICOM •BHARTI •IDEA •TATA DOCCOMO •TATA TELECOM •SPICE •VIRGIN
MOBILE •VODAFONE •AIRCELL •RELIANCE •RELIANCE •RELIANCE •VIDEOCON
•TATA DOCCOMO •TATA INDICOM •VIDEOCON Total Tele-density stood at 39.86
per cent. Wire line Tele-density came in at mere 3.22 % whereas wireless
subscription contributed 91.9 % of overall Tele-density. Subscription in Urban
Areas was at 328.55 Million and Rural subscribers increased to 136.27 Million.
According to the Vision 2020 document of the Planning Commission of India, the
country will witness continued urbanization. The urban population is expected to
rise from 28 per cent to 40 per cent of total population by 2020. Future growth is
likely to be concentrated in and around 60 to 70 large cities having a population of
one million or more. This profile of concentrated urban population will IIPM –
AHMEDABAD SALES AND DISTRIBUTION Page 10
facilitate customized telecom offerings from operators. Both fixed line and mobile
segments serve the basic needs of local calls, long distance calls and the
international calls, with the provision of broadband services in the fixed line
segment and GPRS in the mobile arena. Traditional telephones have been replaced
by the codeless and the wireless instruments. Every month 8-10 million
subscribers are adding in the market. We have mobile 350 million subscribers,
next to China Tata Teleservices – invest an additional US $ 1 billion in TATA
DoCoMo BSNL – will put US $ 1.16 billion in WiMax Project Vodafone Essar –
invest US $ 6 billion next 3 years to increase mobile subscriber base Bharti Airtel
– US $ 126.5 million to strengthen Assam & Northeast Circles. Mobile phone
providers have also come up with GPRS enabled multimedia messaging, Internet
surfing, and mobile commerce. The much-awaited 3G mobile technology has
entered in the Indian telecom market. The GSM, CDMA, WLL service providers are
all upgrading them to provide 3G mobile services. Radio services have also been
incorporated in the mobile handsets, along with other applications like high storage
memory, multimedia applications, multimedia games, MP3, Players, video
generators, Camera's, etc. The value added services provided by the mobile service
operators contribute more than 10% of the total revenue. The 2009 budget has
brought further relief to the customers with the reduction in the tariffs, both local
and long distance, and with slashing down the roaming rentals. This is likely to IIPM
– AHMEDABAD SALES AND DISTRIBUTION Page 11
lead to even more people going for cellular services and more and more use of the
value added services. However, landline telephony is likely to remain popular,
too, in the foreseeable future. MTNL, the largest landline service provider, has
recently taken some bold initiatives to retain its market share and, if possible,
expand it. : Gross Revenue (GR) stood at Rs 39,108.33 Crore and Adjusted Gross
Revenue (AGR) of Telecom Sector came in at Rs. 29,732.52 Crores. GR has
registered a decline of 3.3% compared to previous quarter whereas AGR increased
slightly. Average license fee as percentage of AGR was 8.43% in June-09 as
against 8.4% in previous quarter. The less outgo in terms of licensing fees is a big
positive for Telecom industry and as such for telecom subscribers in general as this
will allow further scope of reduction in telecom tariffs. 464.82 325.79 225.01 153.42
104.22 76.53 Jan-04 Jan-05 Jan-06 Jan-07 Jan-08 Jan-09 Source: TRAI IIPM –
AHMEDABAD SALES AND DISTRIBUTION Page 12
Porter has identified three types of generic strategies that help a firm to cope with
competitive forces and outperform other firms in the industry. These strategies are:-
1. Overall Cost leadership strategy 2. Differentiation strategy, and 3. Focus strategy
The Overall Cost leadership strategy is aimed at gaining a competitive advantage
through lower costs. The low cost leader in any market gains competitive
advantage from being able to many to produce at the lowest cost. Factories are
built and maintained; labor is recruited and trained to deliver the lowest possible
costs of production. 'cost advantage' is the focus. Financial considerations and
budgetary constraints play a critical role here in shaping competitive price of the
products. Besides the production effiency, brand and marketing skills plays a
important role in this kind of competition. For example:--Some organizations, such
as Toyota, are very good not only at producing high quality autos at a low price, but
have the brand and marketing skills to use a premium pricing policy. A firm with
a differentiation strategy attempts to achieve a competitive advantage by creating
a product or service that is perceived as unique. Differentiated goods and
services satisfy the needs of customers through a sustainable competitive
advantage. This allows companies to desensitize prices and focus on value that
generates a comparatively higher price and a better margin. The benefits of
differentiation require producers to segment markets in order to target goods and
services at specific segments, generating a higher than average price. For
example, British Airways differentiates its service by providing focus on IIPM –
AHMEDABAD SALES AND DISTRIBUTION Page 14
exceptional good quality of service rather than focusing on low price. The
differentiating organization will incur additional costs in creating their competitive
advantage. These costs must be offset by the increase in revenue generated by
sales. There is also the chance that any differentiation could be copied by
competitors. Therefore there is always an incentive to innovated and continuously
improve. The focus strategy is also known as a 'niche' strategy. Where an
organization can afford neither a wide scope cost neither leadership nor a wide
scope differentiation strategy, a niche strategy could be more suitable. Here an
organization focuses effort and resources on a narrow, defined segment of a
market. Competitive advantage is generated specifically for the niche. A niche
strategy is often used by smaller firms. A company could use either a cost focus or
a differentiation focus.-- With a cost focus a firm aims at being the lowest cost
producer in that niche or segment. With a differentiation focus a firm creates
competitive advantage through differentiation within the niche or segment. There
are potentially problems with the niche approach. Small, specialist niches could
disappear in the long term. Cost focus is unachievable with an industry depending
upon economies of scale e.g. telecommunications. The target for the 11th Plan
period (2007-12) is 600 million phone connections with an investment of US$ 73
billion. Apart from the basic telephone service, there is an enormous potential for
various value-added services. In fact, the real potential for telecom service growth
is still lying untapped. According to the CII Ernst & Young report titled 'India 2012:
Telecom growth continues', revenue from India's telecom services industry is
projected to reach US$ 54 billion in 2012, as against US$ 31 billion in 2008 IIPM –
AHMEDABAD SALES AND DISTRIBUTION Page 15
Source: COAI The progression chart below depicts the major regulations and events
driving the extra ordinary growth of Telecom sector from year 1999 to 2008. In
order to capitalize this opportunity of meeting the consumer needs in highly
competitive market the operators have reduced the tariffs to attract consumers
with low purchasing power primarily in semi urban and rural India. In fact lucrative
offers like being paid for incoming calls have transformed the scenario completely.
Through these changing regulations and events, the Industry players are aiming to
achieve the following Acquiring new subscribers by expanding in Semi Urban and
Rural India Selling more services to existing subscribers The recent TRAI
recommendation permitting PC-to-phone calls where ISPs can offer cheaper STD
calls and even free local calls. This would result in further reduction of voice tariffs.
This would lead to increased focus on MVAS by mobile operators. Acquiring
customers have always been a great challenge for companies. Given the current
level of saturation in Metros and Urban Market and cut throat competition among
operators, increasing subscriber base in urban market would be all the more
challenging. Therefore a lot of operators with adequate support from Government
are eyeing the rural market for future growth. Big operators like Airtel have claimed
that soon mobile connections and recharge IIPM – AHMEDABAD SALES AND
DISTRIBUTION Page 16
vouchers etc will be available at all such places from where people buy match
boxes. This certainly explains the future penetration of these services in remotest of
villages. This is relatively easier as compared to acquiring new customers. Also
since now the new subscriptions will largely happen at the bottom of the pyramid
therefore the new subscriptions will further lower the average revenue per user. In
such a scenario mobile VAS sector is a potential long- term revenue stream as it will
be easier to sell more to the existing customers. Government also has supported
the growth of this sector by coming out with a number of initiatives for the low end
subscribers of rural India, and Universal Service Obligation (USO) fund was one such
initiatives. The USO fund was an initiative taken up by the government to increase
rural teledensity. In recent developments, BSNL and two private operators will erect
427 towers in remote areas offering over four lakh mobile connections. All the
towers are expected to be erected and commissioned by December 2008. Under
the second phase, DoT aims at erecting 11,000 towers throughout the country to
offer over 11 million mobile connections ADC was levied by Telecom Regulatory
Authority of India (TRAI) in 2003 to provide support for BSNL's rural telephone
obligation. Telecom Regulatory Authority of India (TRAI) has recently given orders
for the withdrawal of the ADC (Access Deficit Charge) and the subsequent passing
of the benefit to the consumers by the telecom operators. Decrease in ARPU
despite increase in MOU: Though the subscriber base is growing at a rapid pace and
has positively impacted industry revenues, operator margins also have shrunk
owing to competition and lower “Average Revenue per User” (ARPU) as the major
growth is coming from bottom of the pyramid. As ARPU declines and voice gets
commoditized, the challenge is to develop alternative revenue streams and retain
customers by creating a basis for differentiation in high-churn markets. Need for
differentiation: There is a greater need among the telecom operators to
differentiate themselves from each other. Number of Licensees: With increasing
number of licensees (98 UASL, and 37 cellular licenses) in the telecom space the
average numbers of operators in many circles have increased to 5-6 operators
offering more choices to the consumer. Thus the competition among the IIPM –
AHMEDABAD SALES AND DISTRIBUTION Page 17
the dynamics of the Value chain. A detailed definition of VAS might have an impact
on the licensing issues surrounding VAS. Let‟s look at different VAS definitions
floating in the market. Value Added Service (VAS) in telecommunication industry
refers to non-core services, the core or basic services being standard voice calls and
fax transmission including bearer services. The value added services are
characterized as under:- Not a form of core or basic service but adds value in
total service offering. Stands alone in terms of profitability and also stimulates
incremental demand for core or basic services Can sometimes be provided as
standalone. Do not cannibalize core or basic service. Can be add-on to core or
basic service and as such can be sold at premium price. May provide operational
synergy with core or basic services. A value added service may demonstrate one or
more of these characteristics and not necessarily all of them. In some cases, the
value added service becomes so closely integrated with the basic offering that
neither the user nor the provider acknowledge or realize the difference. A classic
example is of P2P SMS. Some of the operators do not consider P2P SMS as part of
their VAS revenue. The Government of India issues licenses for the following Value
Added Services:- Public mobile trunking service Voice mail service Closed
users group domestic 64 kbps data network via INSAT satellites system Videotex
service GMPCS Internet Audiotex Unified messaging service The next
wave of Telecom growth will come from the bottom of the pyramid. For majority of
the population in the rural segment, the mobile phone is the first communication
device. Rural IIPM – AHMEDABAD SALES AND DISTRIBUTION Page 19
should not always be interpreted as poor and therefore some categories of MVAS
might apply directly to them. But whether the statement can be extended to MVAS
depends on some key factors. One is to clearly identify the need of the rural
segment, second is to communicate the services to them i.e. generate awareness
and thirdly, to provide an easy and cheap access mode to the rural consumers. All
these 3 are quite big challenges and therefore needs to be addressed adequately
for MVAS to take off in Rural India. Apart from the identification of rural consumer
needs and development of relevant content, communication of these services to the
rural population would be a bigger challenge. One way to do this is to communicate
through regional SMS for which a separate SMS gateway needs to be installed.
Literacy level of the geographical area will be another limitation. Therefore the
better communication option is Voice in regional languages. The challenge with
regional voice is not only investment but also blockage of the already scarce
spectrum. Marketing the content in rural market is going to be all the more
challenging. This would require right packaging and pricing of MVAS. Providing
cheap access mode to end consumer would be another key booster to rural MVAS.
Current voice MVAS charges are expensive from a rural consumer perspective
therefore that also would need to be addressed for e.g. the „sachet model‟ could
prove to be successful here. MVAS is going to address two main needs of rural
consumers- connectivity and entertainment mode. Connectivity will provide
Information VAS on Agriculture necessary for the farmer‟s livelihood e.g. mandi
rates, weather, etc. Health, finance, job opportunities etc are potential areas. Mobile
also has the potential to evolve as a key entertainment mode considering lack of
other entertainment options in rural areas. The industry has witnessed some type of
content being downloaded more in small towns of UP and Bihar rather than in
metros like Delhi and Mumbai. Therefore by leveraging on these two aspects MVAS
can be a success in rural area. GPRS Handsets IIPM – AHMEDABAD SALES AND
DISTRIBUTION Page 20
Currently the penetration of GPRS enabled handsets are close to 26% in India as
against 99% in South Korea and 76% in Japan. Of the total mobile subscribers in
India 65 million possess GPRS-enabled handsets. Of all those who possess GPRS
enabled handsets only 20-25% of them have got the GPRS activated and only about
15% use it. Even in case of developed nations like South Korea and Japan not more
than 50% of the subscribers owning GPRS enabled handsets use it. Population of
india 1130mn Mobile subscriber base 426Mn GPRS Enable 65 Mn. GPRS Activated
15-16 Mn. GPRS USERS 9Mn Source: TRAI REPORT,E Technology This clearly
indicates that the consumer today engage more in text based services than the web
based applications. Therefore for MVAS to grow to its full potential the handset
manufacturers will have to look at ways to manufacture GPRS enabled phones
which are affordable and user friendly. Moreover they would also need to increase
its awareness and educate the consumers on how to use GPRS. The market for 3G
in the country is expected to be huge with over 65 million wireless subscribers, who
use their handsets to access data services on the Web. These subscribers are
currently using mobile handsets which are internet-enabled and are potential
broadband IIPM – AHMEDABAD SALES AND DISTRIBUTION Page 21
: One of the most common barriers in MNP implementation, within any country, has
been the implementation cost. Service Providers have been constantly bargaining
for time, based on the cost factor, from their respective governments. Referring to
the recent example of the US, where each of the large carriers would need to spend
$50–60 million to institute the service and an equivalent sum to maintain it. The
FCC on this plea gave wireless carriers in the US another year, i.e., till November
2003, for resolving implementation issues. The experience of developed countries
exhibits that local number portability for fixed wireline was introduced within two to
three years of introduction of competition to incumbent state telcos. The cost
estimate for the implementation of WNP in developed nations like the US can be
very helpful for the other countries, who wish to think on the lines of number
portability. To add on increased marketing costs are to be realized as the carriers
look to lock up their current base before number portability is implemented, and
then aggressively pursue the customers of other carriers thereafter. : Every
subscriber in a race to retain its customer would like to offer its customers best
services so as to save them from porting. It‟s like a blessing in disguise for the
customers, as they would get better service irrespective of the carrier, albeit with
the same number. Infrastructure Upgrade: To support WNP, a company has to
upgrade both its hardware and software capabilities, which will amount to some
cost. Softwares need to be upgraded to provide proper routing of calls. The carriers
need to upgrade their networks to handle portability requests. The provider, which
has its portability compatible would be expected to attract maximum customers
and will emerge the winner. Cost Recovery and Bill Reconciliation/Query Processing:
When a customer plans to shift, the old service provider (OSP) has to perform a
query to identify if there are any billing amounts pending, which they need to
recover before the subscriber moves to the new service provider (NSP). Globally,
Singapore was the first country to implement MNP in 1997, followed by Hong Kong
in 1999 and Australia in 2001. Off late, many countries have adopted the MNP
model to prevent IIPM – AHMEDABAD SALES AND DISTRIBUTION Page 23
market doldrums and putting pressure on service providers to furnish more services
at a competitive price level. However, it has not been able to produce any
significant results in these markets. While it has worked in markets like Hong Kong
and Australia, it failed to bear fruit in the UK, France, Germany, Pakistan, Ireland,
Malta, among others. MNP worked in Hong Kong due to the speedy porting process
and the availability of already implemented solution (for fixed- line services). In
Australia, the regulator effectively promoted number portability and was able to
maintain the maximum porting time of just under three hours. Furthermore, in
Finland, where initially the implementation was viewed as a success due to dearth
of minimal contract periods and high migration incentives, operators failed to
sustain the momentum. The failure in most markets where MNP was implemented is
attributed to factors like half- hearted implementation, issues related to contract,
lack of consumer awareness, overboard of paperwork, technical difficulties and poor
customer service. The WiMAX vs. 3G cellular showdown is poised to become one of
the next great market battles in the telecom industry. Fortunes will be made and
lost in this battle, and the user experience of the Internet will be irreversibly
changed in the process. 3G scores for voice; Wimax may lead to increased
broadband penetration. With the Department of Telecommunications gearing up for
simultaneous release of 3G and WiMax spectrum, analysts expect the two emerging
wireless technologies to battle it out for supremacy. WiMax or Worldwide
Interoperability for Microwave Access is a telecom technology that enables wireless
transmission of data. The technology is available as IEEE 802.16D (fixed) and IEEE
802.16E (mobile). It offers downloads of up to 70 Mbps as compared to the 15 Mbps
that 3G provides. Mobile WiMax offers download speeds of around 20 Mbps. In India,
companies like Tata Communications Internet Services, Intel, Bharat Sanchar Nigam
Ltd, Bharti Airtel and Reliance Communications are the proponents of WiMax. Most
of the companies have had beta- runs of the technology. According to a top official
with a service provider, telecom service providers are in various stages of WiMax
implementation. Some companies have commercially launched fixed WiMax
services in certain cities. While opponents of WiMax say currently it cannot be used
for mobile applications, the first mobile WiMax network was introduced in Italy this
July. Another reason for the industry pinning its hopes on WiMax is its ability to
increase the broadband penetration. WiMax makes huge sense for companies as it
enables them to provide cheaper mobile internet and broadband IIPM –
AHMEDABAD SALES AND DISTRIBUTION Page 24
services, in turn, increasing the internet penetration. However, this will adversely
impact services like GPRS and e-mail on mobile as users might move over to
WiMax-enabled devices for data, even though they might stick with 3G or 2G
spectrum for voice. The Telecom Regulatory Authority of India has set a target of 20
million broadband connections by 2010 from the current 4.3 million. The industry
expects WiMax to bridge the gap. According to a consultant of Ernst & Young
service providers would mainly use the technology for gaining traction with the
customers, as providing the last mile over the conventional digital subscriber lines
would be time-consuming and costly. Operators will have to use 3G spectrum to
revive voice services that are being choked by a dearth of 2G spectrum, Patel
added. The WiMax customer premise equipment (CPE) is priced at Rs 5,000-10,000,
while the CPEs for 3G would be cost Rs 10,000 and above. The industry will know
the winner in the next six months, when the spectrum allocation is complete. Mobile
Virtual Network Operator (MVNO) is a GSM phenomenon where an operator or
company which does not own a licensed spectrum and generally with out own
networking infrastructure. Instead MVNOs resell wireless services under their brand
name, using regular telecom operator's network with which they have a business
arrangements. Usually they they buy minutes of use from the licensed telecom
operator and then resell minutes of usage to their customers of MVNO. Currently
MVNOs are emerging in fast pace in European markets and beginning in USA also.
Slowly MVNO phenomenon catching up in Asia and other parts of the world also. An
example for MVNO is Virgin Mobile. Virgin Mobile plc is a mobile phone service
provider operating in the UK, Australia and Canada, and the US. The company was
the world's first IIPM – AHMEDABAD SALES AND DISTRIBUTION Page 25
Mobile Virtual Network Operator, launched in the UK in 1999. It does not maintain
its own network, and instead has contracts to use the existing network(s) of other
providers. In the UK, Virgin Mobile uses the T-Mobile network. In the US, the Sprint
network is the carrier. In Australia, Virgin Mobile operates on the Optus network. In
Canada, it uses the Bell Mobility network. These networks use different technology
(GSM in the UK and Australia and CDMA in the US and Canada). Usually MVNO's do
not have their own infrastructure, some providers are actually deploying their own
Mobile Switching Centers (MSC) and even Service Control Points (SCP) in some
cases. Some MVNO's deploy their own mobile Intelligent Network (IN) infrastructure
in order to facilitate the means to offer value-added services. In this way, MNVO's
can treat incumbent infrastructure such as radio equipment as a commodity, while
the MVNO offers its own advanced and differentiated services based on exploitation
of their own IN infrastructure. The goal of offering value-added services is to
differentiate versus the incumbent mobile operator, allowing for customer
acquisition and preventing the MVNO from needing to compete on the basis of price
alone. MVNO's have full control over the SIM card, branding, marketing, billing, and
customer care operations. While sometimes offering operational support systems
(OSS) and business support systems (BSS) to support the MVNO, the incumbent
mobile operators most keep their own OSS/BSS processes and procedures separate
and distinct from those of the MVNO. In the future a cell phone user may be able to
subscribe to a network operator plus multiple MVNOs for specific data services over
the same phone. One MVNO could provide sports news, another weather and traffic
and still another could provide instant messaging capabilities. In this way, each
MVNO and the network operator could focus on their own niche markets and form
customized detailed services that would expand their customer reach and brand. So
far MVNOs have not been regulated in any country. The ITU has received several
requests to study the issue, specifically to provide input on whether government
intervention is necessary to allow MVNOs to offer services and applications at a
lower price to consumers. This would IIPM – AHMEDABAD SALES AND DISTRIBUTION
Page 26
help to ensure a more efficient use of the spectrum but some incumbent providers
argue that the market is already competitive and intervention is not necessary. IPTV
(Internet Protocol Television) delivers television programming to households via a
broadband connection using Internet protocols. It requires a subscription and IPTV
set-top box, and offers key advantages over existing TV cable and satellite
technologies. IPTV is typically bundled with other services like Video on Demand
(VOD), voice over IP (VOIP) or digital phone, and Web access, collectively referred to
as Triple Play. Because IPTV arrives over telephone lines, telephone companies are
in a prime position to offer IPTV services initially, but it is expected that other
carriers will offer the technology in the future. IPTV promises more efficient
streaming than present technologies, and therefore theoretically reduced prices to
operators and subscribers alike. However, it also adds many advantages that may
play into market pricing. One of the advantages of IPTV is the ability for digital video
recorders (DVRs) to record multiple broadcasts at once. According to Alcatel, one
leading provider, it will also be easier to find favorite programs by using "custom
view guides." IPTV even allows for picture-in-picture viewing without the need for
multiple tuners. You can watch one show, while using picture-in-picture to channel
surf! IPTV viewers will have full control over functionality such as rewind, fast-
forward, pause, and so on. Using a cell phone or PDA, a subscriber might even
utilize remote programming for IPTV. For example, if a dinner function runs longer
than expected, you don't have to miss your favorite program. Just call home and
remotely set the IPTV box to record it. However, the real advantage of IPTV is that it
uses Internet protocols to provide two-way communication for interactive television.
One application might be in game shows in which the studio audience is asked to
participate by helping a contestant choose between answers. IPTV opens the door
to real-time participation from people watching at home. Another application would
be the ability to turn on multiple angles of an event, such as a touchdown, and
watch it from dual angles simultaneously using picture-in-picture viewing. One can
also receive Web service notifications while watching IPTV for things such as
incoming email and instant messages. If you IPTV is packaged with digital phone,
Caller ID might pop up on screen as your telephone rings. IPTV is already growing in
the international market, with providers in many countries including Japan, Hong
Kong, Italy, France, Spain, Ireland, and the United Kingdom. In the United States
SBC, reportedly purchased a software delivery system for IPTV services from
Microsoft in 2004 IIPM – AHMEDABAD SALES AND DISTRIBUTION Page 27
for $400 million dollars. Alcatel is working with Microsoft to develop a "global
solution" for IPTV services, and Verizon has also made a deal with Microsoft for IPTV
software. Bharti Airtel is one of Asia‟s leading providers of telecommunication
services with presence in all the 22 licensed jurisdictions (also known as Telecom
Circles) in India, and in Srilanka. They served an aggregate of 105,195,762
customers as of June 30, 2009; of whom 102,367,881 subscribe to their GSM
services and 2,827,881 use Telemedia Services either for voice and/or broadband
access delivered through DSL. They also offer an integrated suite of telecom
solutions to their enterprise customers, in addition to providing long distance
connectivity both nationally and internationally. They have launched DTH and IPTV
Services also. All these services are rendered under a unified brand “Airtel”. The
company also deploys, owns and manages passive infrastructure pertaining to
telecom operations under its subsidiary Bharti Infratel Limited. Bharti Infratel owns
42% of Indus Towers Limited. Bharti Infratel and Indus Towers are the two top
providers of passive infrastructure services in India. Telecom giant Bharti Airtel is
the flagship company of Bharti Enterprises. Airtel comes to you from Bharti Airtel
Limited, India‟s largest integrated and the first private telecom services provider
with a footprint in all the 23 telecom circles. Bharti Airtel is structured into three
strategic business units - Mobile services, Telemedia services and Enterprise
services. The mobile business provides mobile & fixed wireless services using
GSM technology. Airtel was voted as the „Best Cellular Service‟ in the country for
four consecutive years. IIPM – AHMEDABAD SALES AND DISTRIBUTION Page 28
The Stock Exchange, Mumbai (BSE) The National Stock Exchange of India Type
Limited (NSE) Founded 1985 Headquarters New Delhi, India Key people Sunil Mittal
Industry Telecom Products Mobile and Fixed-Line Telecommunication operator,
Airtel DTH Revenue $6 Billion Slogan Express Yourself Website www.airtel.in
Shahrukh Khan, Karina Kapoor,Sachin Tendulkar,A.R.Rahman, Brand Ambassador
Saifali Khan, Madhvan,Vidhya Balan,Anandi (Avika guar) Balika vadhu. Shares in
Issue: 1,898,373,280 as at June 30, 2009 Company Vision: By 2010 Airtel will be the
most admired brand in India. Loved by more customers. Targeted by top
talent. Benchmarked by more businesses. Leading Competitors- VODAFONE,
IDEA, BSNL, RELIANCE, TATA, AIRCEL IIPM – AHMEDABAD SALES AND DISTRIBUTION
Page 29
Idea Cellular is a wireless telephony company operating in all the 22 telecom circles
in India. It initially started in 1995 as a joint venture among the Tatas, Aditya Birla
Group and AT&T by merging "'Wings Cellular'" operating in Madhya Pradesh, Uttar
Pradesh (UP) West, Rajasthan and Tata Cellular as well as Birla AT&T
Communications. Initially having a very limited footprint in the GSM arena, the
acquisition of Escotel in 2004 gave Idea a truly pan-India presence covering
Maharashtra, Goa, Gujarat, Andhra Pradesh, Madhya Pradesh, Chhattisgarh, Uttar
Pradesh (East and West), Haryana, Kerala, Rajasthan, Delhi (inclusive of NCR) and
West Bengal. The company has its retail outlets under the "Idea n' U" banner. The
company has also been the first to offer flexible tariff plans for prepaid customers. It
also offers GPRS services in urban areas. Idea Cellular won the GSM Association
Award for "Best Billing and Customer Care Solution" for 2 consecutive years. Type
Spice: Public, Listed on BSE IIPM – AHMEDABAD SALES AND DISTRIBUTION Page 32
Idea: Subsidiary Spice: 1997 Founded Idea: 1995 Spice: Mohali, India Headquarters
Idea: Indore, Delhi, Pune, India Spice: Dilip Modi Key people Idea: Chairman: Kumar
Mangalam Birla ; MD: Sanjeev Aga Industry Telecom Products Mobile operator
http://www.moneycontrol.com/india/news/business/idea-cellulars- Revenue
revenue479-/394751 Spice: Spice Hai toh life hai (If there's Spice then there's Life.)
Slogan Idea: An !dea can change your life. Spice: Spice Telecom ; Website Idea:
www.ideacellular.com Brand Ambassador Abhishek Bachan RELIANCE OVERVIEW
IIPM – AHMEDABAD SALES AND DISTRIBUTION Page 33
Founded 2004 Headquarters Navi Mumbai, Maharashtra, India Key people Anil
Ambani (Chairman) & (MD) Vice-Chairman Reliance-ADA Group Industry
Telecommunications Products Wireless Telephone Internet Television Revenue US$
4.26 billion (2008) Net income US$ 1.35 billion (2008) Total assets US$ 19.31 billion
(2008) Employees 33,000 Brand ambassador Hritik Roshan TATA: AN OVERVIEW
IIPM – AHMEDABAD SALES AND DISTRIBUTION Page 35
Tata Comm. is India's leading international telecom service provider. It is today part
of the Tata Group. It started as a successor to the erstwhile Overseas
Communication Services, and went on to become the premier provider of
international voice and data services. Tata Teleservices Limited (TTSL) is a part of
the Tata Group of companies, an Indian conglomerate. It operates under the brand
name Tata Indicom in various telecom circles of India. In Nov 2008, Japanese
telecom giant NTT Docomo picked up a 26 per cent equity stake in Tata
Teleservices for about Rs 13,070 crore ($2.7 billion) or an enterprise value of Rs
50,269 crore ($10.38 billion).[1] In Feb 2008, TTSL announced that it would provide
CDMA mobile services targeted towards the youth, in association with the Virgin
Group on a Franchisee model basis. Tata Teleservices Provides mobile services
under 3 Brand names: Tata Indicom Tata DoCoMo Virgin Mobile Tata
Teleservices Limited (TTSL) IIPM – AHMEDABAD SALES AND DISTRIBUTION Page 36
Type Private Founded 2000 Headquarters Navi Mumbai, India Mr. Ratan N. Tata
(Chairman) Key people Anil Kumar Sardana (MD) Industry Telecommunications
Wireless Telephone Products Internet Television Employees 350,000 Parent Tata
Group IIPM – AHMEDABAD SALES AND DISTRIBUTION Page 37
BSNL OVERVIEW Bharat Sanchar Nigam Limited (known as BSNL) is a public sector
telecommunication company in India. It is India's largest telecommunication
company with, 24% market share as on March 31, 2008. Its headquarters are at
Bharat Sanchar Bhawan, Harish Chandra Mathur Lane, Janpath, New Delhi. It has
the status of Mini Ratna, a status assigned to reputed public sector companies in
India. BSNL is India's oldest and largest Communication Service Provider (CSP).
Currently has a customer base of 90 million as of June 2008. It has footprints
throughout India except for the metropolitan cities of Mumbai and New Delhi which
are managed by MTNL. As mon March 31, 2008 BSNL commanded a customer base
of 31.55 million Wire line, 4.58 million CDMA- WLL and 54.21 million GSM Mobile
subscribers. BSNL's earnings for the Financial Year ending March 31, 2007 stood at
INR 397.15b (US$ 9.67 b) with net profit of INR 78.06b (US$ 1.90 billion). BSNL has
an estimated market value of $ 100 Billion. The company is planning an IPO within 6
months to offload 10% to public in the Rs 300-400 range valuing the company at
over $100 billion. IIPM – AHMEDABAD SALES AND DISTRIBUTION Page 38
Type Public (BSE: 511389) Industry Conglomerate Founded 1979 Founder(s) Nandlal
Madhavlal Dhoot Headquarters Aurangabad, Maharashtra, India Venugopal Dhoot
(Chairman) Key people K. R. Kim (CEO) Consumer Electronics Home Appliances
Components Office Automation Mobile phones Products Wireless Internet Petroleum
Satellite television Power Revenue ▲ US$4 billion (2010) Net income ▲ US$276
million (2010) Employees 5,000 (2010) Website Videocon.com IIPM – AHMEDABAD
SALES AND DISTRIBUTION Page 41
Vodafone focused more and more on the value added service and marketing.
Recently Vodafone gave its whole concentration by a series of advertisements of
ZOOZOO series. This move of Vodafone proved very successful to attract the more
and more number of the customers . Airtel basically uses two appeal to connect
to the users Emotional Humorous attracting In 2002, Airtel signed on
music composer A.R.Rehman and changed its tune to "live every moment": rah
man’s signature tune for Airtel is the most downloaded ringbone in India. But that
was just part of the ongoing communication. The following year Airtel adopted
the "express yourself" positioning, which is also its current tagline. Youth icons
like Shahrukh khan and Sachin Tendulakar were brought in as brand ambassadors
to attract youngsters Add campaign with an eye on the rural market IIPM –
AHMEDABAD SALES AND DISTRIBUTION Page 43
The whole advertisement and promotion is designed by taking urban youth in focus
but there are large no of youths in rural sector as well and they can be their future
consumers. Taking big stars as brand ambassador is good decision. But
organizations can further use recent bronze medallist Boxer Vijendra kumar as
there endorsement. Vijendra is having good looking personality and he belongs to
rural area so in this way rural people will start associating themselves with that
brand “SABKA AIRTEL”. Airtel can also use BALIKA VADHU fame “ANANDI” (Avika
gaur) targeting rural women and rural youth Youth to Drive Growth:--Airtel should
more concentrate towards the youth. As the increasing market share of rivalry
brand Virgin, clearly shows that youth can play a major role in this competition.
Attracting the Youth:-- To attract more youth community Airtel can go for more and
more plans for youth under the same brand “SABKA AIRTEL”. In this plan Airtel can
give SMS pack (it‟s for SMS generation), cheaper call rates schemes only for school
and college going students. In this plan Airtel should go for the heavy youth promo
with fast dance track and cute guys and gals. Mobile service providers should
provide the facility of portability of number. Mobile service providers should
provide the web access at cheaper cost. Telecom market is quite competitive so
mobile service providers should provide the services at cheaper cost. Mobile
service providers should focus on providing better network coverage Especially
BSNL. Mobile service providers should provide various schemes for their existing
customers. BSNL have to make more attractive ads. Add some other
promotional offers. Makes some sense full ads for Tata Doccomo For making
interactive add to connect with customers. Consolidation in Industry. IIPM –
AHMEDABAD SALES AND DISTRIBUTION Page 44
Telecom players are looking to tap into global funds to finance their aggressive
growth plans. This will result in partnerships joint ventures and equity sellout to
foreign players. New license holders will continue to look to sell their stake at a
premium. New policies will seek to curb this license arbitrage. Smaller players with
operations in only a few circles will find in difficult to compete with the nationwide
players. The industry may see consolidation with these smaller operators being
acquired by the larger ones. “Unbundling of the corporation” will continue as
companies will seek f or economies of scale and lower startup cost by infrastructure
sharing. 3G and WiMax license will spur M&A and partnership activity. Idea
Cellular’s Acquisition of Spice Telecom There were three transactions as part of this
acquisition; acquisition of shares of Spice, a non- compete fee and a capital infusion
of about Rs 7300 crores received from TM International Bhd (TMI). With respect to
shares, Idea acquired 40.8% stake of Spice Communications at Rs 77.30 a share for
Rs 2,716 crore. There was a share swap in which Spice shareholders got 49 Idea
shares for every 100 Spice shares held. An additional Rs 544 crore was paid to the
promoters of Spice group as 'non-compete fee'. The deal was strategically
important for Idea Cellular as it was looking forward to transfer itself into a pan-
India telecom service provider. The spectrum auctioned by GoI is a scarce resource
nowadays and cost a premium. Also there‟s restriction by TRAI with respect to
number of operators per telecom circle. So it makes sense to acquire a small
telecom operator. Small players like Spice Telecom operating at only a few
circles(Karnataka and Punjab) will find difficult to compete with the nationwide
players in the long run. So it was a win-win deal for both companies.
VODAFONE’S ENTRY INTO INDIA Vodafone paid a discounted price of $10.9 billion in
cash for acquiring the 52% stake held by Hutchison Telecom International (HTIL) in
Indian mobile firm Hutch-Essar. HTIL declared a special dividend of 6.75 HK dollars
per share following the completion of the formalities. The final price was a reduction
of $180 million from the originally agreed price of $11.08 billion. Vodafone is the
largest mobile telecommunications network company in the world. The deal gave
them access to one of the fastest growing mobile markets in the world. Telenor-
Unitech Deal IIPM – AHMEDABAD SALES AND DISTRIBUTION Page 45
Africa is quite like rural India and from that perspective; Bharti could learn how to
roll out infrastructure in rural India. In addition, MTN is strong in the value-added
services (VAS) and mobile commerce space. So, as and when mobile commerce
picks up in India (after RBI‟s approval), Bharti would be able to tap this market
through MTN‟s expertise. MTN has a vast experience in running multi-country
operations and overcoming regulatory hurdles. By working with MTN, life for Bharti
will get a lot of easier. One of the major challenges would be the integration of
the company on the ground. It is tough for intercontinental companies to merge
seamlessly because of cultural divide. Alcatel-Lucent for instance is still trying to
adjust to cultural divide. Although Nokia-Siemens has bridged this divide faster, it
was because both the companies were European. The Black Empowerment Act
could pose a challenge, as it is meant to safeguard the rights of the black
population. As per this Act, blacks are ensured a minimum shareholding
management seats and voting rights. The country’s strong trade union, Congress
of South African Trade Unions (COSATU), which has influence over President Jacob
Zuma, had almost wrecked the Vodafone-Vodacom deal. The Indian telecom
industry has always allured foreign investors. In fact, the cumulative FDI inflow,
from August 1991 to March 2007, in the telecommunication sector amounted to
US$ 7,513.22 million. This makes telecommunication the third-largest sector to
attract FDI in India in the post liberalization era. The investment was majorly in
handset manufacturing and telecom service provider. IIPM – AHMEDABAD SALES
AND DISTRIBUTION Page 48
With stable macroeconomic impetus and numerous other advantages, India has the
potential to become the electronics manufacturing hub of the world. Excited by the
record-breaking industry growth, investors have outlaid US$ 1.5 billion in the past
two and a half years in the Indian telecom sector. India will receive an additional
US$ 2 billion investment in the next one year. With the world now recognizing
India‟s manufacturing potential, the Indian telecom handset manufacturing market
is likely touch US$ 7 billion by 2010. An example is Nokia. The company has already
produced 25 million handsets in its Chennai facility. It will pump in an additional
US$ 150 million to this set up. The company exports around 20 per cent of its
volume to South- east Asia, the Middle East and Africa. Local manufacturing allows
companies to avoid 4 per cent countervailing duties on imported handsets, thereby
further reducing the cost. Managed service is another segment that is attracting
telecom companies. On account of the rapidly growing subscriber base, service
providers find it difficult to manage their infrastructure and network. In such cases,
they completely or partially outsource their infrastructure or network management
operations. Hutchitson Essar (now Vodafone) and Nokia Deal: A case in point is
Nokia which is managing the network for Hutchison Essar Limited in 19 circles in
India. Having successfully capitalized on the business potential of managed service,
IIPM – AHMEDABAD SALES AND DISTRIBUTION Page 49
Nokia is already earning 30 per cent of its total revenue from this segment. The
company has also shifted its first Global Network Solutions Centre (GNSC) to India.
The company manages 39 cellular networks in 30 countries. Its Indian center will
act as a global hub for other Nokia operation centers. Advantages of Managed
Service • Smooth management of technological complexity • Opportunity to
strengthen core competency • Reduction in financial outlay • Touching base with
new processes and technologies Another dimension of managed service is telecom,
communication and network management solutions for enterprises. Bharti
Televentures and IBM, together offer telecom and IT solutions in India. The solutions
and services portfolio comprises of the remote monitoring of servers, security
operations and network operations, providing data center services (including server
hosting, server management and storage management), IT help desk services and
end-to-end connectivity and fulfilling all telecom and communication requirements.
This information technology outsourcing deal with infotech major IBM is estimated
to be in the range of $700- 750 million for a ten-year period. The deal involved
outsourcing of BTVL's hardware, software and IT service requirements to IBM. The
agreement specifies that payments made to IBM India will be linked to the
percentage of revenue generation by BTVL and pre-defined service level
agreements. The percentage-linked revenue payment is modeled to decrease with
BTVL's increase in revenue. The deal includes all customer-facing IT applications
like billing, customer relationship management and data warehousing. In addition,
Internet, e-mail and online collaborations are included in it. On the infrastructure
front, IBM will consolidate BTVL's data center, IT helpdesk and enhance its disaster
recovery center capabilities, he said. Bharti’s Outsourcing to Alcatel-Lucent:
Telecom major Bharti Airtel has a $500-million deal to Alcatel-Lucent for outsourcing
the management and servicing of its broadband and fixed line network for five
years. The deal involves the creation of a joint venture with Alcatel-Lucent holding
76 per cent of the equity, and Bharti having the remainder 24 percent. The joint
venture will help accelerate performance as Bharti migrates to the next generation
networks for the broadband and telephone customers. IIPM – AHMEDABAD SALES
AND DISTRIBUTION Page 50
Bharti Outsourcing Deal with Nokia & Ericsson Bharti Airtel awarded a $400m
contract to Nokia for expanding its managed GSM networks in eight circles. This
also marks Bharti‟s third major deal with Nokia in the last two years. Bharti would
have 100% ownership of the networks supplied by Nokia, with the actual payment
being linked to utilization of capacity and fulfillment of agreed quality of service
parameters. This comes close on the heels of Bharti‟s recent signing of a $1bn
three-year service contract with Ericsson towards design, planning, supply,
installation, commissioning and upgrading of its network in 15 telecom circles. This
emphasizes Bharti‟s policy towards outsourcing all operational activities, including
customer services to global majors. This has enabled Bharti to focus on its core
areas: product innovation, value added services, marketing, branding and pricing. It
has enabled Bharti to concentrate on customers, finances and regulation. As per the
three-year contract, Nokia will provide managed services and expand Airtel‟s
GSM/GPRS/EDGE networks in eight circles of Mumbai, Maharashtra & Goa, Gujarat,
Bihar, Orissa, Kolkata, West Bengal and Madhya Pradesh. The network monitoring
operations will be carried out from Nokia‟s state-of-the-art Global Network Services
Center in Chennai. The deal also envisages Nokia to deploy its WAP solution across
Bharti‟s national network to enhance its mobile packet core network capabilities.
This will make usage of data services easy, thereby increasing the consumption of
content on the Bharti network. Future Technology Trends In this section we have
listed down the future technologies which are in roadmap and are speculated to
make an impact on current business model of telcos. IP Multimedia Subsystem (IMS)
IP Multimedia Subsystem (IMS) is a generic architecture for offering multimedia and
voice over IP services, defined by 3rd Generation Partnership Project (3GPP). IMS is
access independant as it supports multiple access types including GSM, WCDMA,
CDMA2000, WLAN, Wireline broadband and other packet data applications. IMS will
make Internet technologies, such as web browsing, e-mail, instant messaging and
video conferencing available to everyone from any location. It is also intended to
allow operators to introduce new services, such as web browsing, WAP and MMS, at
the top level of their packet-switched networks. IP Multimedia Subsystem is
standardized reference architecture. IMS consists of session control, connection
control and an applications services framework along with subscriber and services
data. It enables new IIPM – AHMEDABAD SALES AND DISTRIBUTION Page 51
converged voice and data services, while allowing for the interoperability of these
converged services between internet and cellular subscribers. IMS uses open
standard IP protocols, defined by the IETF. So users will be able to execute all their
services when roaming as well as from their home networks. So, a multimedia
session between two IMS users, between an IMS user and a user on the Internet,
and between two users on the Internet is established using exactly the same
protocol. Moreover, the interfaces for service developers are also based on IP
protocols. Some of the possible applications where IMS can be used are: Presence
services Full Duplex Video Telephony Instant messaging Unified messaging
Multimedia advertising Multiparty gaming Video streaming
Web/Audio/Video Conferencing Push-to services, such as push-to-talk, push-to-
view, push-to-video Effectively, IMS provides a unified architecture that supports a
wide range of IP-based services over both packet- and circuit-switched networks,
employing a range of different wireless and fixed access technologies. A user could,
for example, pay for and download a video clip to a chosen mobile or fixed device
and subsequently use some of this material to create a multimedia message for
delivery to friends on many different networks. A single IMS presence-and-
availability engine could track a user's presence and availability across mobile,
fixed, and broadband networks, or a user could maintain a single integrated contact
list for all types of communications. A key point of IMS is that it is intended as an
open-systems architecture: Services are created and delivered by a wide range of
highly distributed systems (real-time and non-real-time, possibly owned by different
parties) cooperating with each other. It is a different approach to the more
traditional telco architecture of a set of specific network elements implemented as a
single telco-controlled infrastructure. High Speed Downlink Packet Access (HSDPA)
High Speed Downlink Packet Access (HSDPA) is a packet based technology for W-
CDMA downlink with data transmission rates of 4 to 5 times that of current
generation 3G networks IIPM – AHMEDABAD SALES AND DISTRIBUTION Page 52
(UMTS) and 15 times faster than GPRS. The latest release boosts downlink speeds
from the current end-user rate of 384 kbps (up to 2 Mbps according to standards) to
a maximum value according to standards of 14.4 Mbps. Real life end-user speeds
will be in the range of 2 to 3 Mbps. HSDPA provides a smooth evolutionary path for
Universal Mobile Telecommunications System (UMTS) networks to higher data rates
and higher capacities, in the same way as Enhanced Data rates for GSM Evolution
(EDGE) does in the Global System for Mobile communication (GSM) world. The
introduction of shared channels for different users will guarantee that channel
resources are used efficiently in the packet domain, and will be less expensive for
users than dedicated channels. 4G or Fourth Generation Networks 4G or Fourth
Generation is future technology for mobile and wireless comunications. It will be the
successor for the 3Rd Generation (3G) network technology. Currently 3G networks
are under deployement. Approximatly 4G deployments are expected to be seen
around 2010 to 2015. The basic voice was the driver for second-generation mobile
and has been a considerable success. Currently , video and TV services are driving
forward third generation (3G) deployment. And in the future, low cost, high speed
data will drive forward the fourth generation (4G) as short-range communication
emerges. Service and application ubiquity, with a high degree of personalization
and synchronization between various user appliances, will be another driver. At the
same time, it is probable that the radio access network will evolve from a
centralized architecture to a distributed one. The evolution from 3G to 4G will be
driven by services that offer better quality (e.g. multimedia, video and sound)
thanks to greater bandwidth, more sophistication in the association of a large
quantity of information, and improved personalization. Convergence with other
network (enterprise, fixed) services will come about through the high session data
rate. It will require an always-on connection and a revenue model based on a fixed
monthly fee. The impact on network capacity is expected to be significant. Machine-
to-machine transmission will involve two basic equipment types: sensors (which
measure parameters) and tags (which are generally read/write equipment). It is
expected that users will require high data rates, similar to those on fixed networks,
for data and streaming applications. Mobile terminal usage (laptops, Personal digital
assistants, handhelds) is expected to grow rapidly as they become more user
friendly. Fluid high quality video and network reactivity are important user
requirements. Key infrastructure design requirements include: fast response, high
session rate, high capacity, low user charges, rapid return on investment for
operators, investment that is in line with the growth IIPM – AHMEDABAD SALES AND
DISTRIBUTION Page 53
in demand, and simple autonomous terminals. The infrastructure will be much more
distributed than in current deployments, facilitating the introduction of a new
source of local traffic: machine-to-machine. The Indian Telecom Service provider
industry is gearing for a revolution. The customer is driving this revolution and will
see more unique and sophisticated offerings coming his way. The 3G which will
pave the way for 3.5G, 3.75G and the next big thing-4G and the VAS services will
keep the customer asking for more. The rural areas which have remained untapped
will see an insurgence of services. Also the easing of the regulations by TRAI ,the
ease of spectrum licensing, the FDI influx will make the telecom space in India a
must watch in the coming years. REFERENCES [1} IBEF report 2007-08/08-09 :
Telecommunication - MARKET & OPPORTUNITIES. [2] Cellular Statistics – Cellular
Operator Association of India [3] IAMAI & eTechnology Group@IMRB: MOBILE VALUE
ADDED SERVICES IN INDIA- A Report. [4] Telenor Entering India: Investment Update
[5] Voice and Data(May 2009): Mobile Number Portability - Poaching with Portability.
[6] Business India : Telecom Takeover, Bharti-MTN deal [7] Moneycontrol.com: Idea
Spice deal [8] Business Standard: Vodafone Hutch deal *9+ IntoMobile: India’s 3G
License Plans Updated. [10] World Bank Report: Spectrum auctions in India: lessons
from experience WEBSITES USED: http://www.airtel.in
http://en.wikipedia.org/wiki/Idea_Cellular
http://en.wikipedia.org/wiki/Spice_Telecom http://www.pluggd.in/indian-telecom-
industry/idea-tmi-acquires-spice-telecom-1805/ IIPM – AHMEDABAD SALES AND
DISTRIBUTION Page 54
http://www.adityabirlanuvo.com/media/features/features.aspx?ID=1d95UDdxCdM
http://www.mobiles.in/mobile-service-providers.htm
http://www.bsnl.co.in/about.htm www.vodafone.co.in www.ideacellular.com
www.google.com MAGAZINES USED: 4PS Business Economics Times of India
Industrial Handbook 2009 IIPM – AHMEDABAD SALES AND DISTRIBUTION Page 55
Industrial Scenario - Global 3 Generate – USD 1.4 trillion (Year 2009) – Recession
times Asia – Pacific Region : expecting highest growth in next 5 years. 16% -
India & China Latin America & Caribbean – 12% China (largest telecom
operator) – 50% to rural areas Asia – booming market Japan 3rd largest – 30
million broadband users after US & China. IIPM AHMEDABAD (09-12)
Mobile Subscriber Base (% Share Of World) 4 19% China India 12% 62% USA 7%
Others Source: EIU (Economist Intelligence Unit) IIPM AHMEDABAD (09-12)
Telecom Subscriber Base In India 8 464.82 325.79 225.01 153.42 104.22 76.53 Jan-
04 Jan-05 Jan-06 Jan-07 Jan-08 Jan-09 IIPM AHMEDABAD (09-12) Source: TRAI
Connecting Rural India 9 Contributes 45% of GDP 76.65 million fixed & WLL.
551,064 Village Public Telephones 92% of the villages covered Highest in
Punjab (20.69%), H.P (17.09%), Kerala (10.63) & Haryana (10.20%) TRAI released
recommendations for accelerating growth “THE LARGELY UNTAPPED RURAL
MARKET WILL DRIVE THE NEXT PHASE OF TELECOM GROWTH IN THE COUNTRY,
SUPPORTED BY AN ENABLING ENVIRONMENT AND FOCUSED INITIATIVES BY
TELECOM PLAYERS” IIPM AHMEDABAD (09-12)
Market Share – Rural & Urban 13 Rural Urban 73% 71.60% 70.70% 74.80% 74.40%
27% 28.40% 29.30% 25.20% 25.60% Jun-08 Sep-08 Dec-08 Mar-09 Jun-09 IIPM
AHMEDABAD (09-12) Source: TRAI
Contd… 15 As per COAI, income from VAS was 10% of total income of service
providers in 06-07 SMS 57% Caller line identification 6% Other VAS 19%
Ring tones 7% Content download 6% GPRS 5% VAS supplied by mobile
network operators or VASP/CP Many national and international investors ready to
invest in this segment of telecom market. IIPM AHMEDABAD (09-12)
Contd… 18 BSNL and MTNL spectrums allotted immediately and private co. to get
spectrum allocations by 2009-10 Main highlight – video calling Finance Ministry
decided of reserve price to be Rs. 4040cr in 2008 but it has been recently brought
down by DOT to Rs. 3500cr. Metro & Circle A Rs. 160cr. Circle B Rs. 80cr. Circle
C Rs. 30cr. Govt. to earn about Rs. 30k-40k cr. for 4 spectrum blocks IIPM
AHMEDABAD (09-12)
Future Trends 19 Location based services Mobile music will increase with
better bandwidth Migration to 3G will increase ARPU Mobile commerce might
be developed further Mobile email will be driven by enterprises Stocks on
mobile will see an uptake IIPM AHMEDABAD (09-12)
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