CSA Delay Analysis

A Project Report On

Reason of CSA Rejection

On Basis of Market Survey

By
AJAY KR. PANDEY

Mr. Rajesh Sharma Prepaid Head(SDQ) Idea Cellular Lucknow

Mr. Peeyush Pandey Director KNIPSS Sultanpur (UP)

2

CROSS FUNCTIONAL
Training :Service Delivery Quality
09th Feb 06th March !YLP 2009
Ajay Kr. Pandey
3

A report submitted in partial fulfilment of the requirement of BBA programme class of 2009 2010 of

Kamla Nehru Institute of Physical & Social Sciences (Management & Technology Centre) Sultanpur (U.P.)

ACKNOWLEDGEMENT
A large number of individuals have contributed to this project. This project is a humble attempt to sketch down the contribution of all those persons who have directly or indirectly given their precious time and help along with proper guidance for covering this report in the following shape. First of all I would like to thank Mr. Rajesh Sharma, Project Coordinator Prepaid Head Idea Cellular Lucknow, without whose permission project of CSA Rejection . Next, I would like to give my special thanks to Mr. Syed Hasan Masood who supported and allowed me to cover the project area . I am also very much thankful to Mr. Himanshu Mishra ,who supported me in drafting this report

ACKNOWLEDGEMENT
I am much inclined to convey my heartiest thankfulness to Mr. Pallav Jain who always helped me and provided me relevant Help in the subject to enable to prepare the project. I am indebted to my esteemed faculty guide Mr. Peeyush Pandey (Director, KNIPSS) whose dynamic leadership counselling and continuous efforts has been a source of encouragement and inspiration to me. Lastly but not the least, I pay my gratitude to my parents, family members, faculty members of KNIPSS (M&T Centre) and all executives of IDEA CELLULAR ,Lucknow for their moral support and whole hearted cooperation in preparing this report. AJAY KR. PANDEY
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PREFACE
This report deals with the Under standing the Importance of Customer application Form (CAF) in selling a Connection .This report is beneficial not only for the company but also for the researchers and business executives. Keeping the point of view simplicity and the motive of making this report understandable to the laymen and also helped reducing the rejection rate, data are taken only of January 2009. Hope readers of this report will find it useful to enhance their knowledge and this report will surely help them in various ways. Due importance has been given at various level of writing this report so that mistakes should be avoided, but even if some creeps in, that shall be regretted. All the suggestions are welcome.

AJAY KR. PANDEY

E-mail:fantabulasajay@rediffmail.com
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Contents
Sr. No. 1. 2. 3. 4. 5. 5.1 5.2 5.3 5.4 6. 6.1 6.2 7. 8. 9. Particulars Acknowledgement Preface Certificates Executive Summary Company Profile History of the Company Company Mission Company Parteners Brand Information Introduction Prepaid process Distributor and retailer visit Data Presentation and Analysis Conclusion 9 10 16 21 22 24 27 29 58 63 72 73 Page No. 5 7

Suggestion

Executive Summary
I have done my project on Prepaid Service, Rejection of (Customer Application Form)CAF .I was appointed as a summer trainee for SDQ Dep. Idea cellular Lmt. Lucknow. My report includes various aspects of Rejection (Customer Application Form). My focus was on studying the Rejection Reason and Reducing the Rejection rate. I studied the audited report of Market Survey tried to explore the meaningful information from those various data

COMPANY PROFILE

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COMPANY PROFILE
Date of Establishment Revenue Market Cap Branches

:1995 :Rs. 67374 million (year ended March, 2007) :Rs. 28,606.84 crores (May 2, 2008) :Delhi, Maharashtra, Goa, Gujarat, Andhra Pradesh, Madhya Pradesh, Chattisgarh, Uttaranchal, Haryana, UP-West, Himachal Pradesh, UP-East, Rajasthan and Kerala :Sanjeev Aga - Managing Director Anil J. Jhala - CFO Anil K. Tandan - CTO Prakash K. Paranjape - Chief Information Officer Pradeep Shrivastava - Chief Marketing Officer Navanit Narayan - Chief Service Delivery Officer
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Management Team

Overview
Idea Cellular Ltd. is India's leading GSM mobile services operator. It has licenses to operate in 11 circles. The company has a customer base of over 17 million. It is the first cellular company to launch music messaging with Cellular Jockey, Background Tones, Group Talk, a voice portal with Say IDEA and a complete suite of mobile email Services. The company has introduced customer friendly and competitive pre-paid offerings. It has launched super power, 2 minutes outgoing free, lifelong offer and other segmented offerings like women's card. It is a proud recipient of GSM Association Award for CARE. The company considers human resources as pivotal for its long-term success. It endeavors to be the best employer, attracting and retaining the best employees. Idea Cellular Ltd. hires the best professionals who are full of ideas and develops them for future leadership positions. It provides a chance to its people to seek opportunities, give opinions and always speak their mind
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An Overview
One of the leading GSM technology based cellular service operators. Currently operation in 11 Circle offering services in: Pre-Paid Post-Paid Enterprise Business Unit PCO Value Added Service International global calling card

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Company Information
IDEA Cellular is a leading GSM mobile service operator with pan India licenses. With a customer base of over 40 million in 15 service areas, operations are soon expected to start in Orissa and Tamil Nadu-the first steps in providing pan India services covering over 90% of India's telephony potential.

A frontrunner in introducing revolutionary tariff plans, IDEA Cellular has the distinction of offering the most customer friendly and competitive Pre Paid offerings, for the first time in India in an increasingly segmented market. .
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Company Information
Customer Service and Innovation are the drivers of this Cellular Brand. A brand known for many firsts, Idea was the first to launch GPRS and EDGE in the country. Idea has received international recognition for its path-breaking innovations when it won the GSM Association Award for "Best Billing and Customer Care Solution" for 2 consecutive years.
IDEA Cellular is part of the Aditya Birla Group, India's first truly multinational corporation. The group operates in 25 countries, and is anchored by over 1,25,000 employees belonging to 25 nationalities. The Group has been adjudged 'The Best Employer in India and among the Top 20 in Asia' by the Hewitt-Economic Times and Wall Street Journal Study 2007.

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History
The chronology of key events of the Company from incorporation is set out below:
2008
Acquired Escotel, incumbent cellular service provider in Haryana, UP(W) & Kerala and new licensee in HP

Idea acquired 9 licences for Punjab, Karnataka, Tamil Nadu & Chennai, West Bengal, Orissa, Kolkata, Assam, North East and Jammu & Kashmir
Acquired Spice Communications with the operating circles of Punjab and Karnataka Launched services in Mumbai metro in the largest single metro city launch, ever Launched services in Bihar

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2007 Won an award for the "CARE" service in the "Best Billing or Customer Care Solution" at the GSM Association Awards in Barcelona, Spain Initial Public Offering aggregating to Rs. 28,187 million and Listing of Equity Shares on the Bombay Stock Exchange and the National Stock Exchange

Brand IDEA launched Delhi operations commence (Nov

Merger of seven subsidiaries with Idea Cellular Limited

Reached the twenty million subscriber mark 2006 Became part of the Aditya Birla Group subsequent to the TATA Group transferring its entire shareholding in the Company to the Aditya Birla
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Acquired Escorts Telecommunications Limited (subsequently renamed as Idea Telecommunications Limited) Restructuring of debt
Acquired RPG Cellcom, service provider in Madhya Pradesh (Feb) Awarded

Launch of the New Circles

Reached the 10 million subscriber mark Received Letter of Intent from the DoT for a new UAS License for the Mumbai Circle. 2005 Reached the five million subscriber mark Turned Profit Positive
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2004

Completed debt restructuring for the then existing debt facilities and additional funding MoU for merger between Birla AT&T and for the Delhi Circle.
Acquired Escotel Mobile Communications Limited (subsequently renamed as Idea Mobile Communications Limited) Reached the four million subscriber mark 2003 Reached the two million subscriber mark 2002 Changed name to Idea Cellular Limited and launched "Idea" brand name Commenced commercial operations in Delhi Circle
Tata Cellular Limited Andhra Pradesh signed (Jan)

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2000

Merged with Tata Cellular Limited, thereby acquiring original license for the Andhra Pradesh Circle
1999
Birla AT&T commence Cellular operations Maharashtra & Gujarat

Migrated to revenues share license fee regime under New Telecommunications Policy ("NTP")
1997 Commenced operations in the Gujarat and Maharashtra Circles

1996 Changed name to Birla AT&T Communications Limited following joint venture between Grasim Industries and AT&T Corporation

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Company Mission

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Company Partners
IDEA welcomes all businesses and individuals interested in partnering with us to enhance and strengthen the IDEA products & services portfolio. To explore such potential partnerships, kindly get in touch with us by submitting the Partners Form. Some of our Technology and Content Partners:

1. Onmobile Asia Pacific Ltd

2. Cellebrum India Ltd 3. Siddhivinayak Astro . Services Ltd.
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4. Kodiak Ltd 5. Mauj 6. Net4nuts India Ltd 7. Yahoo 8. Rediff 9. NDTV

10. Mobile2win

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Brand Information
The brand Idea
It is almost impossible to disintegrate brand Idea from the corporate Idea. Brand values are the company values and vise versa. Brand Vision: It goes without saying that the brand vision of idea mirrors the companys vision. The brand mission statement is...... To be the most customer-focused mobile service brand, continuously innovating to help liberate our customers from the shackles of time & space.

IDEA - Brand Values

Innovate . Stimulate . Liberate ....

It is these brand values, which have made us a formidable player in the telecom industry. Innovations that stimulate the customer and liberate him from the shackles of time and space are the core of our brand. This is what we strive for. Nothing more, nothing less, nothing else
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Brand Initiatives Company aim, through media buying and planning, is to create year round impact. With the objective of Strengthening our brand, we work with strategic communication partners on campaigns like sponsorship of the Idea International Indian Film Academy awards and the television programs Idea Rocks India, Idea Star Singer and Idea Andhra Idol. We seek engagement with subscribers on a variety of levels, from major celebrity fashion shows to small local events timed to coincide with new product offerings Since August 2003, we have commissioned a Brand Track Index Study to evaluate the health of our brand. The Brand Track Index Study is a monthly study conducted by TNS, a marketing consultant engaged by us to evaluate our brand using face-to-face interviews on a random sample of mobile users a well as those Intending to purchase mobiles within the next three months. According to the study our brand is perceived as reliable/trustworthy and one that offers cheaper and good promotional offers. We have improved our rating in the Brand Track Index calculated by the study in the past year reflecting, we believe, the growing strength of our brand.

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The main communication medium for the Idea brand is television, where we seek strategic Idea brand coverage in various formats. Billboards and hoardings are used as a secondary medium, customized for specific regional preferences to communicate effectively at the local level. We also use other mass communication media such as the press and radio to communicate price plans and other tactical and customer information.

IDEA - Brand Mission

The India footprint Idea Anywhere connectivity - bringing India closer. The Technology Advantage Idea Tomorrow's technology to enrich today. The Customer Focus Idea Make a single interaction a lasting relationship. The Employee Focus Idea Nurture the roots that nurture our ideas
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INTRODUCTION

IDEA Cellular Lmt. ,Fortuna Towers,10,Rana Marg ,Lucknow (UP)

Training :Service Delivery Quality (Prepaid)

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IDEA Cellular Lmt.

A leading GSM mobile services operators in India ,Idea cellular has licenses to Operates in 13 circles .With a customer base of over 18.7 million and growing fast, Idea Cellular currently has operations in Delhi ,Himanchal Pradesh ,Rajasthan ,Haryana ,Uttar Pradesh (W), Uttar Pradesh (E) ,Madhya Pradesh,Gujarat, Maharastra ,and Goa ,Andra Pradesh ,and kerla. Idea cellulars Footprints currently covers approximately 60 percent of Indias potential telecom market. Idea has over 17,1058 cell sites in 8452 census town and population centers across 11 circles . It presently has licenses for mumbai and Bihar (through ABTL) and national long distance is on the anvil. With the planned expansion into mumbai ,Bihar and Jharkhand ,Ideas footprints will cover nearly 70 percent of Indias telephony potential . Customer Service and innovation drive Idea .A Brand Known Many first to have launched GPRS and EDGE in the country. The latest Feather in the Idea cap is the GSM association Award for bill Flash for the second successive year . This international award makes Idea the first Indian cellular operator to win an award an this prestigious platform.
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Prepaid:
Prepaid production in Idea is called Chit & Chat can be applied for off-the shelf and one can start using it right away .The main advantages of a Prepaid Card is that there is neither a Security Deposit charged for activation nor any monthly rental .

Idea Chit Chat Cards Can be bought from any of the idea Retailer Outlets. At the time of activation ,a form needs to be filled up which contain personal information like the name .address ,etc. and supporting documents for address & Identity proof need to be provided . On submission of the form and required documents ,the connection gets activated .
Following needs to be submitted for activation of a Chit Chat card :

Prepaid Terms & Condition (application) A passport Size photograph Proof Of Identity
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Valid Proof of identity : Valid Driving License / Voters ID card ID card (for Govt, Employees and Defenses Personnel ). PAN Card Renewed Passport (all the pages of the passport) Senior Citizens card with clear photograph Valid Credit card with photo . Bank passbook with photograph attested by the bank Proof of address: Copy of Electricity/Telephone bill Copy of Credit card Statement

Copy of Valid Ration card /License /Passport

Copy of Resident lease agreement /Purchase agreement /Sales deed Copy of Letter certifying billing address.
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PREPAIP ACTIVATION FLOW

1 2 3 4 5 6 7 8 Customer Comes to Retailer point for purchasing the prepaid card. Retailer to take Photograph, Copy of identity and proof of address. Retailer to match the photograph with actual subscriber. Retailer match the POI and POA with Originals. Customer to fill CAF , Paste photograph on CAF ,Attach Clear copy of POI and POA with CAF. Retailer to ensure customer signs CAF ,POI and POA in the presence of retailer. Retailer to certify POI/POA and CAF with his signature and stamp . Runner to pickup the CAF and take it to distributor. Immediate Immediate Immediate Immediate Immediate Immediate Immediate

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Distributor to verify the details in the enrollment form with complete supporting document and ensure the completeness. Distributor to verify the completeness of documentation e.g. CAF,POI and POA with his signature and stamp . Distributors / Retailers to ensure complete address on CAF with proper Landmark Distributor will activate the connection ( by dialing *141*MSISDN# ) after all above steps. Form from Distributor are picked up authorized agency . Form from main town reaches to agency office within 48 to 72 hours. Form from upcountry locations reaches to agency office within 48 to 72 hours.

4 to 6 working hours 4 to 6 working hours 4 to 6 working hours 4 to 6 working hours 24 hours 24 hours 48 to 72 hours As and when
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10

11

12

13 14 15

16

Any Subs. If found negative during our sample televerification , we bar the out going as well as incoming of the concerned number.

Back ground:
The License Shall ensure adequate verification of each and every customer before enrolling him as a Subscriber , and such instruction issued by the licensor in this regards from time to time shall be scrupulously followed. (Reference to License condition which state that:)

Scope:
The Application to all Circles and involves participation of circles and involves participation of Sales Head ,SDQ Heads, activation Head Nobel officers , respective Circles Heads and Corporate Head and Corporate affairs.

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References :
Security Condition of the License agreement Under taking Given by the company to Dot in respect of verification of identity off the subscriber

Starte point :
For the existing base Verification of the existing Prepaid Customer data base of the physical Document and its validation wherever available.
For Future activation (2007) collection required document wherever as subscriber of new Subscription.

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End Point
For existing and new base Regularization and validation of the Document in respect of the prepaid Subscriber base data

For Future Activation a Subscriber on the Network after Ensuring that network appropriate documentation is collected address .

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Defination :

CAF - Customer Application Form. POS - Point Of Sale. POI - Proof Of Identity. POA - Proof Of address .

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Detailed of process
(a) Verification of existing base :
The Verification of existing base shall be taken up on priority basis and 100% verification. All existing customer base should have complete and accurate document as mentioned below Duly complete ( In legible hand writing ) and sighned (by the application / subscriber ) CAF. Subscriber photograph is optimal ( this is application for the subscriber base ) Valid POI. Valid POA.
37

(b) Verification of new subscriber base :

New subscriber base Refers to all Prepaid activation carried out on or after 1st June 2006 (including those in grace ) ( The following shall be adhered to while carrying out re verification of new subscriber.)

For subscriber activation on after 1st June 2006 till 31st Dec 2006.
The different shall be in term of Submission of recent subscriber photograph and photo ID is . Under no circumstances Preactivated SIM cards shall be sold in the market.

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(c) Verification of new Subscriber base :

(Future activation) The following procedure shall be adhered in respect of all activation carried out an or after 1st Jan 2007.

Customer application form (CAF) legible Filled up and duly signed by the customer Self attested passport size recent photo . Self attested identity proof (POI). Self attested address (POA).

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Document Verification
The document verification process currently followed at circles shall be received and aligned as per new DoT guidelines.
Subscribers with multiple connection ( Bulk Connection ) :
The circles shall run de duping software on its entire existing subscriber data base on a periodic basis. De duping shall be carried out based on customer name and address Fields .

Instances further to determine their legitimacy i.e.

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(a) In case the ID belong tom an existing subscriber . Circles shall check with him/her if he/she applied for additional connection (b) In case the existing subscriber denies for having applied for new connection such subscriber to be immediately de-activation and in case not later than 72 hours . (c) In case the existing subscriber has applied for new connection .Circle shall carry out new physical address ,verification to re-verified the benefices user details .

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IT Support Service

Develop an application for tracking states of re-verification exercise Provide a utility to out update closed causes from tracking system to the subscriber data base.

Installation of de-duping software for identification of subscriber with multi connection .

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Monthly Compliance Certification

A Monthly compliance certificate jointly signed by

Circle SDQ Heads and circle heads shall be forward to the chief operating office .

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Existing Subscriber base : STARTE Categorized Existing Subscriber

Active base 1

Active base 2 Verifying details available in data

Active base 3

Complete details A

Incomplete detail B

No details C
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A Check available doc.

B Check available doc.

C Check available doc.

Doc. Available & No Data base match

Yes

Prepare Subs. list

Doc. Available & Data base match

Yes

Prepare Subs. list

No Doc. Available &

Data base match

Yes

Prepare Subs. list

SMS Blast request doc. Submission And Inform service Restriction.

Prepare Subs. list

SMS Blast request doc. Submission And Inform service Restriction.

Prepare Subs. list

Update IT application

Assign List. To callers.

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A
Tele callers to confirm Subscriber details

Details confirm

Update Remark of Tele Calling in it.

Update /Send weekly Report

END
Z

46

Z
Capture /Update new Detail IT
Request Subs. To Visit nearest channels And Submit Doc. Assign CPV agency to collect doc. From Subs. In exception class

CPV Agency to contact Subs. For visit And collect document.

CPV Agency to Visit verify and collect Doc 7 days
Verification positive
No Yes

N
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M
CPV agency to hand over Std letter with CAF to subscriber

Subs /CPV agency to Submit Doc. With 7 days

Document Received

Agency Channels to valid able Docs. And seal sign

Handovers Doc. To Circle HO/activation team

E
48

E
Activation team to close Subscriber case in IT application

Closed cases from IT application to Be Triggered for detail auto update to data base

Send /Updates Weekly Report.

END

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Multi connection
Run during soft ware on existing data base

Result Alike
Yes

No

Not Bulk connection

Follow process for Single connection

Cases active grace

Yes

No

Update/ Send weekly Report

Check for document available Doc. Available data base match

Yes No

Prepare subs. list

Prepare subs. list

SMS Blast request doc. Submission

Z
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O
Update IT application Assign List. To tale callers

Tele callers to confirm Subscriber details

Details confirm
Yes No

Follow the process for single connection for number that fail to confirm

Assign to CPV agency for address verification

CPV Agency to contact Subs. For visit And document verification.

CPV Agency to Visit verify and collect Doc 7 days

S
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S
Verification positive
Yes No

Agency Channels to valid able Docs. And seal sign

Handovers Doc. To Circle HO/activation team

Activation team to close Subscriber case in IT application

Activation team to merge such cases Under single Customer ID in The data base

END

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Title: Reducing Rejection Rate & Reason For Rejection

(Survey Report)

Highlights
Understanding the importance of CAF in selling a connection. Understanding the process of rejection rate at both the distributor point & at the Zonal point. Visiting the distributors ponit in Lucknow (Star telecom , Sai Distributors , Manav Marketing , Krishna Agencies , V M Prop Mart , R R Agencies)
54

Highlights
Visiting the distridutors in Sultanpur (Ashok Brothers) and Kurebhar (Satyam Electronics) and understanding the various nuances of rejection. Beat with the FOS and Runner. Visits in total 281 retailers and getting there pliigh on the quality of form submitted by them.
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Highlights
Tele calling on the 300 mobile number of Allahabad ,Gorakhpur ,Jhansi ,Kanpur ,Azamgadh ,Varanasi ,Lucknow zone customers and Finding the major reason of CSA pendency. Identifying the reasons of rejection and analyzing the data to come up with a conclusion and a possible solution.

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Market Scenario
Pick-up Points

Pre-paid Distributors
PCO Distributors Alternate Channels CCC My Idea Total

228
84 80 6 17 415

Pick-up Employees

300

With the pick-up points expected to rise to 600 in the next 2 months, there should be a corresponding growth in the number of Pick-up Employees
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Distributor Visit :

The distributors claim that they do give the training to their runners with regards to quality of forms but no formal training is conducted for the runners by the company.
The distributor claim that the main reason of rejection turns out to be NOT VISIBLE and Incomplete as it is very difficult to find digital photo copy machines and also the quality of the Original voter ID card and the Ration cards turn out to be poor.

58

Distributor Visit :

The distributor feels that the runner is under paid for the kind of work he does and because of the pressure of form collection, bigger beat, poster allocation and pasting; he lacks in the attention to detail, leading to a higher rejection rate.

The runners were seen completing the forms every morning before going on their beat in order to reduce the rejections by the Onicra person which leads to a lot of Over writing and cross cutting.

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Beat with Runner/FOS

The runner fills up the form and covers up the missing signatures, stamps and any field left unfilled in the morning.

The runners are pushed by the distributor to pick up maximum number of forms rather than quality forms.

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Retailer Visit :
Some retailers do take care of the fact that they need to submit quality forms but majorly the retailers state that they are not concerned and considerate enough to get the form filled from the customer.
The retailers have a different definition of rejection and they feel that the major reason for rejection is Photo mismatch & stamp missing in DL or Voter ID.

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Retailer Visit :
The retailers feel there responsibility ends once they collect a colored photograph and a valid ID proof. After that they are not concerned whether form is filled, signed and stamped.
Some retailers also lacked the communication as towards the mandatory and non mandatory fields while getting the form filled.

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Delay Reasons:

Hypothesis 1: Fraudulent sale- No actual customer only fictitious form being sent.

Hypothesis 2: Delay because of Form not being picked by FOS at retails either because lack of manpower or less productivity of FOS.

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Delay Reasons:
Hypothesis 3: Delay at Distributor Point as being not picked up by Onikra. Hypothesis 4: Delay because of addition and deletion of distributors as no plan for FOS for some time interval

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Delay Reasons: Market Visit analysis

Market visit also been done for Form delay analysis.

Total samples selected 273 for delay forms(160 Lko and 113 Allahabad).
Chart of Category
0 Allahabad Document s qualit y not OK FOS Missed document s In appropriat e Document s Incomplet e Document s Lying w it h ret ailer No Document s NOT V isible Phot o Pre -Document Unbarring W rong Document s 0
0 14 2 3 9 18 5 4 36 0 32 14 2 35 2 12 53

15

30 Lucknow
31

45

60

15

30

45

60

Count

Distributors V M PROPMART TRADE LINKERS PVT LTD SAI DISTRIBUTORS KRISHNA ENTERPRISES SATYAM ELECTRONICS & ELECTRICALS ASHOK BROTHERS

Total unbarred Sample selected NON Usages(LMU+ZMU) Usages 551 44 271 280 976 15 495 481 486 10 276 210 341 65 150 191 682 48 318 364
65

 The major reason of rejection in UP(E) circle when we talk of

First rate of rejections are:
Top 5 Reason for Rejection for Jan 1 2 3 4 5
Item

Document quality not OK Incomplete document Not Visible Photo Pre Document Unbarring No Document

Reason for poor compliance is LMU and ZMU which are approximately 50% and skewing the data to lower compliance side. Rest 50% are having compliance which is 66% will have to be drilled down at FOS level analysis.
Count Usages LMU ZMU

Form Unbarred with Jan last 10 days

% with respect to Unbarred Form Received
STATUS

116006

57202
49% 70%

48681
42% 56%
LMU

10123
9% 36%
ZMU

Count

Usages

Pending Total Unbarred and Form received

(Removing Pending)

116006 70969 67262 58%

17268 39934 37495 66%

21326 27355 26242 54%

6443 3680 3525 35%

66

RCVD within 7 days % Received within 7 Days

After analysis the table, Major reason of delay is rejection of the documents which is again because of quality or In completeness of documents as sample attached below.

67

Delay Reasons: Tele-calling Analysis

300 No Telecalled in Lko and Sitapur. The status of call is as follows

Chart of Remarks
0 Lucknow Contacted
42

10

20

30

40

Sitapur
47

50% are either switched off or Not contactable

Not Contacted

23

24

Not reachable

Not responding

Switched off 0 10 20

27

22

30

40 Count

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Delay Reasons: Compare with LMU and ZMU data

Variable LMU Usages ZMU

Chart of LMU, Usages, ZMU vs DIST NAME

DIST NAME

Percent within levels of DIST NAME. 20 40 60

80

100

ABHISHEK ENTERPRISES ADARSH ENTERPRISES AGRAWAL TRADERS ALLIANZ COMMUNICATION ASHISH ENTERPRISES BHAGWANDAS & SONS BHURTIYA TRADERS BRIJESH WATCH AND RADIO CO. DIDWANIA TRADERS FAMOUS ELECTROSTATE GANGA CHARAN KIRANA STORE HARI OM COMMUNICATION & GERNAL STORE I CAP SOLUTION ISTAFA SIDDIQUI & BROTHERS JAISWAL ENTERPRISES KANDHAI LAL & SONS KIRAN INFOCOMM KRISHNA TRADING COMPANY KUMAR ENTERPRISES LOVE GERUE ENTERPRISES MAA JWALA DISTRIBUTORS MAA VAISHNO COMMUNICATION MANISH COMMUNICATION (SISWA BAZAR) NEHA AGENCIES OM COMMUNICATION PARAS TRADERS R K TRADERS R. S. TELESERVICES RAJESH AGENCIES S.S.BROTHERS SATISH AGENCIES SETHI AGENCY SHAKTI TRADERS SHARDA AGENCY SHARTHAK ENTERPRISES SHREE BALAJI TRADERS SHREE SHYAMJI TELECOM SHUBHAM AGENCY SINGH MARKETING SERVICES SRI RAM TRADING COMPANY STAR MOTORS SUNIL TELECOM VIMLA ENTERPRISES ZIA & COMPANY

20

40

60

80

100

Approximately all giving 42% LMU and 9% ZMU. Thus only 49% usages customers.
69

Delay Reasons: with ZMU last call interval from *141 and Actual MOUs
ZMU status
0.0 Average MOU
ABHISHEK ENTERPRISES ADARSH ENTERPRISES AGRAW AL TRADERS ALLIANZ CO MMUNICATIO N ASHISH ENTERPRISES BHAGW ANDAS & SONS BHURTIYA TRADERS BRIJESH W ATCH AND RADIO CO. DIDW ANIA TRADERS FAMOUS ELECTROSTATE GANGA CHARAN KIRANA STORE HARI O M COMMUNICATION & GERNAL STORE I CAP SOLUTIO N ISTAFA SIDDIQUI & BROTHERS JAISW AL ENTERPRISES KANDHAI LAL & SONS KIRAN INFOCOMM KRISHNA TRADING COMPANY KUMAR ENTERPRISES LOVE GERUE ENTERPRISES MAA JW ALA DISTRIBUTORS MAA VAISHNO CO MMUNICATIO N MANISH COMMUNICATION (SISW A BAZAR) NEHA AGENCIES OM CO MMUNICATIO N PARAS TRADERS R K TRADERS R. S. TELESERVICES RAJESH AGENCIES S.S.BROTHERS SATISH AGENCIES SETHI AGENCY SHAKTI TRADERS SHARDA AGENCY SHARTHAK ENTERPRISES SHREE BALAJI TRADERS SHREE SHYAMJI TELECOM SHUBHAM AGENCY SINGH MARKETING SERVICES SRI RAM TRADING COMPANY STAR MOTORS SUNIL TELECOM VIMLA ENTERPRISES ZIA & COMPANY 11 10 11 12 13 13 13 13 13 14 17

2.5

5.0

7.5
7

10.0
10 10

No of Day of last call

8 7 9 9 9 9 8 7 8 8 7 7 5 14 13 4 0 8 8 8 8 8 8 8 8 9 9 10 11 9 9 10 10 10 9 9

10 10 10 11

10

11 11 9 11 10

13 13 13 12 12 12 14 13 14

10

10 11 11 7 9 10 11 12 10

13

12 13

16

Per day basis only single call

9

10

11 11

12

16
70

Only average 9 to 10 days usage after *141 and only 13 MOU of usages with those days.

CONCLUSION
It is difficult to convince the retailer that they have a sense of responsibility towards the society and should focus on doing the right numbers but the true picture is such that only sales drive them. If we increase the rejection rate too high then we will have not only dis- satisfied retailers but also dis-satisfied customers leading to a decrease in sales. If we decrease the rejection rate too much then retailer gets the perception that it is an ideal time to submit forged forms which we cannot allow to happen.
There needs to be a balance between Business & Compliance
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Suggestions:
Introducing Incentive scheme for the runners, which would motivate them on picking quality forms, this would further increase the accountability of the runner with regards to the rejection rate. E.g. An incentive of Rs.100 200 on 500 1000 non rejected forms or an Incentive in achieving a personal lower rejection rate as compared to that of distributor. Conducting a refresher training for the existing runner on a quarterly basis.

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Introducing the concept of FOS/Runner Grooming where if a runner performs well over a period of time, he would be promoted as a FOS. This would motivate the runner to perform well. Better traceability through Granular reasons. E.g.. Not Visible could further be classified as :

Document quality not ok Incomplete document Photograph Not Visible Pre Document Un barring.

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 Nailing down the various rejection distributor wise and then taking appropriate action against the distributor for the same.

Sensitize the TSM more towards quality forms and conducting surprise audits at distributor points to check whether the quality of forms is being maintained.

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Thank You
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