SHRI RAMSWAROOP MEMORIAL

COLLEGE OF MANAGEMENT
A Project report
On
TO ASCERTAIN CUSTOMER SATISFACTION LEVEL
AT THE VODAFONE SERVICE CENTRE
For
VODAFONE
Under the Guidance of Su!itted "
Mr# AMAN $RA%ASH
Ro&& no# '()*+*+**

,ATCH- .+*+-*/
1


On
TO ASCERTAIN CUSTOMER SATISFACTION LEVEL
AT THE VODAFONE SERVICE CENTRE
FOR
VODAFONE

Su!itted a0 the 1artia& fu&fi&!ent for the a2ard of
,,A 3 ,ache&or in ,u0ine00 Ad!ini0tration4
Under the Guidance of Su!itted ,"
AMAN $RA%ASH
Ro&& no# '()*+*+**
SHRI RAMS5AROO$ MEMORIAL COLLEGE OF
ENGINEERING 6 MANAGEMENT
3Affi&iated toLuc7no2 Uni8er0it"4 Luc7no2
Preface
2

To manage business well is to manage its future
And
To manage its future is to manage information.
-Marion Harper
Traditionally, four critical resources of an organization were men, money,
material and machine. The fifth critical resource, which is today globally
acknowledged, is information.
In modern management thoughts where Consumer is King, the need to
gather information about the consumer is gaining importance.
Company around the world is sharply focused on the customer need and
demand. is perception, buying beha!ior, social acceptance among other,
forms the basic input of marketing researchers. "mong those companies,
which respect their principles and follow, is the #$%"&$'( T()(C$*
Internationally acclaimed and domestically dominant. It has leadership
position in the telecom segment+ it inspires sense of proud of position among
Indian customers.
"n effort is made to ha!e an insight into !arious aspects of this telecom
company through the marketing sur!ey of !arious outlets of the telecom with
special reference to #odafone Telecom Company.
In today,s fast changing competiti!e world, marketing research has gain
immense importance for formulating its strategies. (!ery organization needs
up to date information about what their customers want. This help to know
e-actly what their customer want and the organization can work accordingly.
Keeping this purpose in mind I was assigned the .esearch report on TO
ASCERTA! C"STOMER SATS#ACTO! $E%E$ AT THE %O&A#O!E
SER%CE CE!TRE
The research made me realize that theory and practice are two
3

inseparable parts of education.
4

AC'!O($E&)EME!T
5

AC'!O($E&)EME!T
Excellence takes birth in people,
People unified by the same dream,
The dream of EXCELLENCE.
It,s all about working together shoulder to shoulder
It,s all about /oining hands and meeting challenges
Its all about empowerment and skill up gradation.
0hen we acti!ely mo!e on this pro/ect we recei!ed a great deal of
moti!ation and support that was ne!er percei!ed. I wish to e-press a deep
sense of gratitude to for his in!aluable guidance, suggestions and co1
operation which enhanced our moral in making this report.
I wish to e-press my sincere thanks to all people to whom I approached
with my 2ueries. %espite of their busy schedules they patiently answered and
had gi!en in!aluable information and comments without their responses this
report may not ha!e been possible.
3ratitude cannot be seen only felt therefore the feeling cannot be always
described easily.

"*"' 4."K"5
6

&EC$ARATO!
7

&EC$ARATO!
I hereby declre tht th!" project #or$ ent!tled 9TO ASCERTA! C"STOMER
SATS#ACTO! $E%E$ AT THE %O&A#O!E SER%CE CE!TRE: !" %y
#or$& crr!ed o't 'nder the ('!dnce o) %y )c'lty ('!de Mr# : nd %y
co%pny ('!de Mr# Ani& Due": Vodafone# *h!" report ne!ther )'ll nor !n prt
h" e+er been "'b%!tted )or #rd o) ny other de(ree o) e!ther th!" 'n!+er"!ty
or ny other 'n!+er"!ty,
AMAN $RA%ASH
Ro&& No# '()*+*+**
-

E*EC"T%E S"MMAR+
The aim of this pro/ect was to find ort "nalysis of 6 TO ASCERTA! C"STOMER
SATS#ACTO! $E%E$ AT THE %O&A#O!E SER%CE CE!TRE 6 so as to
achie!e the abo!e mentioned ob/ecti!e.
(mployee7s attitude form the important part as it affects the performance of the
employees. The fa!orable attitude will increase the performance on the /ob while
unfa!orable attitude will decrease the performance of the /ob thus decreasing the
producti!ity of work.
This was a e-ploratory research which was being conducted by doing a sur!ey of
different employees at different locations in the city of )ucknow. The sur!ey was
being conducted through 2uestionnaire by personally inter!iewing such respondents
on a number of 2ueries structured in a 2uestionnaire.
.

O,-ECT%E O# ST"&+
Today,s comple- business en!ironment and hence competition makes it
mandatory for a company to manage with information. The modern age will go
down in the books of history as the age of information re!olution.
(ach and e!ery department, may it be finance, production or human resource
needs inputs from the marketing and sales department. 3one are the days of
the shooting in the dark. 'ow the company must be sure what it is forgetting
and should ha!e a fair knowledge of the markets and its trends.
Today market is customer dri!en and not product dri!en. 5o the companies
ha!e to come out its products to fit in the re2uirements of the customer.
ow the company promote his product and his ser!ice all of them lie suppose
to the as player playing his first inning during the period of our research at
#odafone we analyzed the ad!ertising is most important thing for a any
company.
If the ad!ertisement and media selection of our company is good then we can
increase the number of customer.
I would like to thanks all those people who are directly or indirectly related to
my de!elopment and research of this pro/ect.
The research has gi!en a lot of practical knowledge for future.
1/

TABLE OF CONTENTS
!, 0OVER PA1E
!!, PREFA0E
!!!, A02NO34ED1E5EN*
!+, DE04ARA*ION
+, E6E07*IVE 8755AR9
+!, O:;E0*IVE OF 8*7D9
+!!, *A:4E OF 0ON*EN*
+!!!, 0O5PAN9 PROFI4E
!<, 078*O5ER RE4A*ION8=IP 5ANA1E5EN*
<, RE8EAR0= 5E*=ODO4O19
<!, ANA498I8 OF *=E DA*A
<!!, FINDIN18
<!!!, RE0O55ENDA*ION
<!+, 0ON0478ION
<+, 4I5I*A*ION8
<+!, :I:4IO1RAP=9
<+!!, ANNE67RE
11

COM.A!+ .RO#$E
12

Company Profile
*r. )i Ka1shing is the Chairman of Cheung Kong 8oldings9 )imited and
#odafone is on 0hampoa )imited. Cheung Kong 8oldings9 )imited is the
flagship of the Cheung Kong 3roup which has business operations in :;
countries around the world and employs around <<=,=== staff. In ong Kong
alone, the 3roup includes nine listed companies with a combined market
capitalization of appro-imately K>?@< billion 8@: *arch <==A9. #odafone is
on 0hampoa )imited is a &ortune 3lobal :== company.
Born in @C<D in Chiu Chow, a coastal city in the southeastern part of China,
*r. )i fled to ong Kong with his family to a!oid the perils of war. is father
suffered from tuberculosis and passed away in ong Kong. 5houldering the
responsibility of looking after the li!elihood of the family,
*r. )i was forced to lea!e school before the age of @: and found a /ob
in a plastics trading company where he labored @A hours a day. By @C:=, his
hard work, prudence and his pursuit of e-cellence had enabled him to start his
own company, Cheung Kong Industries. &rom manufacturing plastics, *r. )i
led and de!eloped his company into a leading real estate in!estment company
in ong Kong that was listed on the ong Kong 5tock (-change in @C?<.
Cheung Kong continued to e-pand by ac2uiring #odafone is on 0hampoa
and ongkong (lectric oldings )imited in @C?C and @CD: respecti!ely.
Based in ong Kong, the Cheung Kong 3roup7s businesses encompass
such di!erse areas as property de!elopment and in!estment, real estate
agency and estate management, hotels, telecommunications and e1
commerce, finance and in!estments, retail and manufacturing, ports and
related ser!ices, energy, infrastructure pro/ects and materials, media, and
13

biotechnology. *r. )i is a strong belie!er in synergy E the power of ombined
efforts. This belief is reflected in his naming his company Cheung Kong
oldings after the Fangtze .i!er that flows through China, a great ri!er that
aggregates countless streams and tributaries. The Times in the Gnited
Kingdom and (rnst H Foung GK /ointly named *r. )i as the (ntrepreneur of
the *illennium at the turn of the century. In <==A, *r )i was in!ited by the
Chancellor of the (-che2uer to sit on the GK7s @<1member International
Business "d!isory Council.
*r. )i belie!es that an e2uitable society can only be achie!ed if each
and e!ery indi!idual is ready and willing to do his or her part. In @CD=, *r. )i
set up a charitable foundation with a mission to nurture 6a culture of gi!ing6 in
our society. The )i Ka 5hing &oundation focuses on a two1pronged approachI
capacity empowerment through education, and the building of a caring society
through medical and healthcare related pro/ects. To date, the )i Ka 5hing
&oundation and other pri!ate charitable &oundations established by *r. )i
ha!e supported numerous charitable acti!ities with grants, sponsorships and
commitments of o!er K>?.A billion.
*r. )i also founded 5hantou Gni!ersity in @CD@ in 5hantou, China, to
engineer reforms in China7s education system. 5hantou Gni!ersity has nine
colleges including a medical college with fi!e affiliated hospitals. 0ith students
enrolling from all parts of China, the uni!ersity has A,=== undergraduate and
@,:== graduate students.
In recognition of his philanthropic efforts and his contributions to society, *r. )i
has recei!ed onorary %octorates from the Gni!ersity of Cambridge, the
Gni!ersity of Calgary in Canada, 4eking Gni!ersity, and the Gni!ersity of ong
Kong, among others. *r. )i, a Justice of the 4eace, has also recei!ed the
3rand $fficer of the $rder #asco 'unez de Balboa from 4anama, The
Commander in the )eopold $rder from Belgium, Knight 8Commander of the
$rder9 of the British (mpire, and the 3rand Bauhinia *edal of ong Kong.
14

*ore recently, in January <==:, *r. )i recei!ed the Commandeur de la )Kgion
d7onneur from the &rench 3o!ernment.
*r. )i has two sons. The elder son, #ictor, now ser!es as *anaging
%irector and %eputy Chairman of Cheung Kong 8oldings9 )imited, %eputy
Chairman of #odafone is on 0hampoa )imited, and Chairman of Cheung
Kong Infrastructure oldings )imited and CK )ife 5ciences international
8oldings9 Inc. *r. )i,s younger son, .ichard, is Chairman of 4CC0, one of
"sia,s leading information technology and telecommunications companies.
=34 !" led!n( (lobl teleco%%'n!ct!on" nd dt "er+!ce"
pro+!der opert!n( #!th h!(h (ro#th "trte(y !n 17 co'ntr!e", It
!" dyn%!c nd (!le plyer #!th "tron( trc$ record ">
*he )!r"t to %r$et #!th n !nternt!onl 31 +!deo %ob!le
net#or$ 'nder the ?/@ brndA
One o) the %o"t (!le nd pro)!tble 21 %ob!le +o!ce nd dt net#or$
opertor"A nd
A" %jor o#ner nd opertor o) the )!ber opt!c brodbnd nd )!<edBl!ne
net#or$" !n =on( 2on(& "er+!n( " teleco%" (te#y to 0h!n,
15

=34 "trted %ob!le b'"!ne"" !n 1.-3 !n o'r ho%e %r$et o) =on( 2on( nd no#
"er+e" o+er 44 %!ll!on c'"to%er", O'r rry o) teleco%%'n!ct!on" nd dt net#or$
o))er!n(" pro+!de" depth o) technolo(!cl $no#led(e nd !n"!(ht !nto e%er(!n(
con"'%er trend", *h!" bredth o) "er+!ce" !n "o %ny %r$et" ro'nd the #orld l"o
llo#" o'r opert!on" to e<plo!t opport'n!t!e"& "yner(!e" nd o'r cr!t!cl %"" !n order
to %!nt!n o'r leder"h!p po"!t!on, O'r teleco%%'n!ct!on" nd dt !n)r"tr'ct're
"'pport o))er!n(" !n the re" o) %ob!le telephony C+o!ce nd +!deo b"ed
%'lt!%ed!D& )!berBopt!c brodbnd net#or$"& )!<edBl!ne "er+!ce" nd rd!o
brodc"t!n(,
=34 !" pro'd to be the )!r"t !nternt!onl pro+!der o) 31 +!deo
%ob!le "er+!ce" nd n erly dopter o) the lte"t nd %o"t
pro%!"!n( %ob!le phone technolo(y, 3h!le other opertor" re
j'"t no# roll!n( the!r th!rdB(enert!on %ob!le "er+!ce" !n lte
2//4& / h" been "'cce"")'lly opert!n( 31 net#or$" nd
eE'!p%ent !n the A'"trl!& A'"tr!& Den%r$& =on( 2on(& Irelnd& I"rel& Itly&
8#eden nd the 7n!ted 2!n(do% "!nce erly 2//3, 3e #ere l"o the )!r"t opertor !n
=on( 2on( to !ntrod'ce 31 +!deo %ob!le "er+!ce" !n ;n'ry 2//4,
Another o) o'r %jor teleco%%'n!ct!on" "'b"!d!ry !" Vod)one !" on
*eleco%%'n!ct!on" Internt!onl 4!%!ted CVod)one !" on *eleco%D& #h!ch #"
l!"ted on the =on( 2on( nd Ne# 9or$ "toc$ e<chn(e" !n October 2//4, Vod)one !"
on *eleco% h" "!(n!)!cnt pre"ence& nd !n %ny c"e" !" %r$et leder& !n n!ne
dyn%!c %r$et"& opert!n( or roll!n( o't %ob!le "er+!ce" !n =on( 2on( nd 5c'&
Ind!& I"rel& *h!lnd& 8r! 4n$& 1hn& Indone"! nd V!etn%, *he 31 net#or$ !n
=on( 2on( nd )!<edBl!ne teleco% r'nn!n( there on )!bre opt!c net#or$ !" l"o prt
o) the Vod)one !" on *eleco% b'"!ne"", Vod)one !" on *eleco% !" b'!lt on h!(hB
(ro#th "trte(y )oc'"ed on %ob!le teleco%%'n!ct!on" "er+!ce" %r$et" #!th
econo%!c pro"pect" nd (ood de%o(rph!c", A n'%ber o) Vod)one !" on *eleco%
%r$et" "'ch " Ind! re%!n "!(n!)!cntly 'nder penetrted nd o))er" "!(n!)!cnt
opport'n!t!e" )or )'t're (ro#th, In other %r$et" "'ch " =on( 2on( nd I"rel&
%ob!le phone penetrt!on !" h!(her b't c'"to%er" re +ery e(er to dopt ne# "er+!ce"
16

nd ppl!ct!on"& o))er!n( (ro#th pro"pect" !n pro+!d!n( technolo(!cllyBd+nced
+l'eBdded "er+!ce",
Vodafone i0 on 5ha!1oa Li!ited 3H5L4 !" led!n( !nternt!onl
corport!on co%%!tted to !nno+t!on nd technolo(y #!th b'"!ne""e" "pnn!n( the
(lobe, It" d!+er"e rry o) hold!n(" rn(e )ro% "o%e o) the #orldF" b!((e"t port
opertor" nd ret!ler" to property de+elop%ent nd !n)r"tr'ct're to the %o"t
technolo(!cllyBd+nced nd %r$et!n(B"++y teleco%%'n!ct!on" opertor", =34
report" t'rno+er o) ppro<!%tely =2D26- b!ll!on C78D34 b!ll!onD )or the yer ended
31 Dece%ber 2//6, 3!th opert!on" !n 56 co'ntr!e" nd o+er 22/&/// e%ployee"
#orld#!de& Vod)one !" on h" )!+e core b'"!ne""e" B port" nd relted "er+!ce"A
property nd hotel"A ret!lA ener(y& !n)r"tr'ct're& !n+e"t%ent" nd other"A nd
teleco%%'n!ct!on",
Vod)one !" onF" ch!e+e%ent" !ncl'de be!n(>
the #orldF" led!n( port !n+e"tor& de+eloper nd opertor #!th 45 port" cro""
E'rope& the A%er!c"& A"!& the 5!ddle E"t nd A)r!c,
the lr(e"t helth G be'ty ret!ler !n the #orld #!th 3t"on" 9o'r Per"onl
8tore& D0& Dro("& 2r'!d+t & Ro""%nn& 8+er"& 8'perdr'(& *re$ple!"ter&
8pe$tr& 5r!onn'd& I0I PARI8 64 nd *he Per)'%e 8hop,
one o) A"!F" lr(e"t ret!ler" thro'(h the 3t"on" 9o'r Per"onl 8tore&
PAR2n8=OP "'per%r$et& *A8*E )ood (ller!& 1O7R5E* bo't!E'e "tyle
)!ne )ood hll& 1REA* Food =ll& Fortre"" electr!cl ppl!nce" "tore& 3t"onF"
3!ne 0ellr nd N'nceB3t"on !rport d'ty )ree opertor,
p!oneer o) %ob!le %'lt!%ed! co%%'n!ct!on" #!th the l'nch o) th!rdB
(enert!on C31D %ob!le phone" nd net#or$" 'nder the H/H brnd,
+!"!onry nd !nternt!onl teleco%%'n!ct!on" opertor thro'(h Vod)one !"
on *eleco%%'n!ct!on" Internt!onl 4!%!ted CVod)one !" on *eleco%D #h!ch
pro+!de" %ob!le phone net#or$" nd dt "er+!ce" !n n!ne dyn%!c %r$et" !n
A"!& the 5!ddle E"t nd A)r!c,
Vod)one !" on 3h%po 4!%!ted !" %on( the lr(e"t co%pn!e" l!"ted on the %!n
bord o) the =on( 2on( 8toc$ E<chn(e, Fl("h!p co%pn!e" !ncl'de Vod)one !" on
17

Port =old!n("& Vod)one !" on 3h%po Propert!e"& A 8 3t"on& 0he'n( 2on(
In)r"tr'ct're nd Vod)one !" on *eleco%,
Vod)one !" on dte" bc$ to the 1-//" nd #h!le !t" opert!on" no# "pn the (lobe& !t
cont!n'e" to re%!n b"ed !n =on( 2on(, Vod)one !" onF" e<ec't!+e" nd "t)) re
%'lt!c'lt'rl %!< " d!+er"e " the rech o) the corport!onF" opert!on",
Vod)one !" on h" "tron( co%%!t%ent to the h!(he"t "tndrd" o) corporte
(o+ernnce& trn"prency nd cco'ntb!l!ty B pr!nc!ple" #h!ch h+e been reco(n!"ed
by the rece!pt o) n'%ero'" #rd" nd co%%endt!on",
$ort0 and Re&ated Ser8ice0
Vod)one !" on Port =old!n(" C=P=D operte" !n 23 co'ntr!e",
*he port nd relted "er+!ce" (ro'p operte" totl o) 257 berth"
!n 45 port", It operte" !n )!+e o) the "e+en b'"!e"t cont!ner port"
!n the #orld,
It" hedE'rter" re t =on($on( Internt!onl *er%!nl"& the
#orldF" lr(e"t nd b'"!e"t pr!+telyBo#ned cont!ner ter%!nl opertor,
=P= hndled totl thro'(hp't o) 5.,3 %!ll!on t#entyB)oot eE'!+lent 'n!t" C*E7"D
!n 2//6, In the 7n!ted 2!n(do%& !t o#n" the Port o) Fel!<"to#e Cthe co'ntryF" lr(e"tD&
=r#!ch Internt!onl Port nd *h%e"port, =P= l"o h" "'b"tnt!l !ntere"t !n
port" !n the Netherlnd"& :el(!'%& 1er%ny& Polnd& 8p!n& Indone"!& 2ore&
5ly"!& 5yn%r& P$!"tn& *h!lnd& V!etn%& E(ypt& *nIn!& O%n& 8'd!
Arb!& Ar(ent!n& the :h%"& Ec'dor& 5e<!co nd Pn%, *he 1ro'p !" l"o
!n+ol+ed !n the !n+e"t%ent& de+elop%ent nd opert!on" o) n'%ber o) deepB"e nd
co"tlJr!+er port" !n 5!nlnd 0h!n,
$ro1ert" and Hote&0
1-

Fro% lnd%r$ o))!ce b'!ld!n(" on =on( 2on(F" "$yl!ne to
l'<'ry re"!dent!l propert!e" !n the 7n!ted 2!n(do%& Vod)one !"
on 3h%po Propert!e" 4!%!ted de+elop" nd !n+e"t" !n led!n(
rel e"tte project",
*he 1ro'p p!oneered the concept o) H(rden c!tyH lr(eB"cle
pr!+te ho'"!n( e"tte" !n ple"nt "ett!n(" !n =on( 2on( #h!ch& thn$" to the!r
"'cce""& re e<tended to 0h!n, *he"e !ncl'de 8o'th =or!Ion" nd 3h%po 1rden,
4nd%r$ b'!ld!n(" !n the 1ro'pF" port)ol!o !ncl'de the 62B"torey 0he'n( 2on(
0enter !n the 0entrl d!"tr!ct o) =on( 2on(& the Or!entl PlI !n :e!j!n(& nd *he
0enter !n 8hn(h!, Pre"t!(!o'" re"!dent!l propert!e" !n the 7n!ted 2!n(do% !ncl'de
Royl 1te 2en"!n(ton& :el(r+! Plce nd Alb!on R!+er"!de, Other hold!n(" !ncl'de
"t$e !n bech nd (ol) re"ort !n the :h%",
*he 1ro'p& to(ether #!th 0he'n( 2on( C=old!n("D 4!%!ted& h" "et 'p jo!nt +ent're
co%pny& =rbo'r PlI =otel 5n(e%ent CInternt!onlD 4!%!ted& to operte nd
%n(e hotel" 'nder the port)ol!o o) the Vod)one !" on Property d!+!"!on,
Retai&
A 8 3t"on G 0o,& 4!%!ted CA83D& the 1ro'pF" ret!l r%&
operte" o+er 7&7// ret!l "tore" !n 33 co'ntr!e" #orld#!de, In
A"!& !t" )l("h!p ret!l ch!n" re> 3t"on" 9o'r Per"onl 8tore&
PAR2n8=OP "'per%r$et& *A8*E )ood (ller!& 1O7R5E*
bo't!E'e "tyle )!ne )ood hll& 1REA* Food =ll& Fortre""
electr!cl ppl!nce" "tore& 3t"onF" 3!ne 0ellr nd N'nceB3t"on d'ty )ree
opertor, In E'rope& A83F" ret!l net#or$ co%pr!"e" n!ne helth nd be'ty ch!n">
D0& Dro("& 2r'!d+t& Ro""%nn& 8+er"& 8'perdr'(& *re$ple!"ter& 8pe$tr nd
3t"on" 9o'r Per"onl 8tore& " #ell " three l'<'ry per)'%er!e" nd co"%et!c" ret!l
brnd"> 5r!onn'd& I0I PARI8 64 nd *he Per)'%e 8hop, A 8 3t"on !" the #orldF"
lr(e"t helth nd be'ty ret!ler,
Ener;": Infra0tructure: In8e0t!ent0 and Other0
1.

0he'n( 2on( In)r"tr'ct're C02ID& the 1ro'pF" !n)r"tr'ct're
r%& !" d!+er"!)!ed !n)r"tr'ct're co%pny #!th b'"!ne""e" !n
trn"portt!on& ener(y& !n)r"tr'ct're %ter!l"& #ter plnt" nd
relted opert!on", 02IF" b'"!ne""e" "pn =on( 2on(& 5!nlnd
0h!n& A'"trl!& the 72 nd 0nd,
*he 1ro'p h" n !ntere"t !n =on($on( Electr!c =old!n(" C=E=D& the "ole electr!c!ty
"'ppl!er to =on( 2on( I"lnd nd 4%% I"lnd, Vod)one !" on !" l"o %jor
"hreholder o) ='"$y Ener(y& one o) 0ndF" lr(e"t ener(y nd ener(y relted
co%pn!e",
In+e"t%ent" nd Other" d!+!"!on %!nly repre"ent" Vod)one !" on 3h%po C0h!nD&
l!"ted "'b"!d!ry Vod)one !" on 0h!n 5ed!*ech 4!%!ted nd Vod)one !" on =rbo'r
R!n( nd l!"ted ""oc!ted co%pny *O5 1ro'p,
Vodafone is on Whampoa (China) Limited& the !n+e"t%ent r% o) =34 !n
5!nlnd 0h!n& !" ct!+ely en((ed !n n'%ber o) +ent're" nd other ct!+!t!e",
*he"e !n+e"t%ent" !ncl'de the %n')ct're nd d!"tr!b't!on o) helthcre& per"onl
cre nd trd!t!onl 0h!ne"e %ed!c!ne prod'ct"& the pro+!"!on o) !rcr)t %!ntennce&
en(!neer!n( nd cb!n clen!n( "er+!ce"& the pro+!"!on o) lo(!"t!c" "er+!ce"& the
opert!on o) r!ce )r% nd r!ce trd!n(& hotel o#ner"h!p " #ell " the %n')ct're
o) opt!cl trn"%!""!on eE'!p%ent,
Vodafone is on China MediTech Limited (0h!B5edD& !" "'b"!d!ry o) =34, 0h!B
5ed& the hold!n( co%pny o) phr%ce't!cl nd helthcre (ro'p b"ed pr!%r!ly
!n 5!nlnd 0h!n& !" l!"ted on the Alternt!+e In+e"t%ent 5r$et o) *he 4ondon
8toc$ E<chn(e Plc C"toc$ code> =05D, 0h!B5ed )oc'"e" on re"erch!n(& de+elop!n(&
%n')ct'r!n( nd "ell!n( phr%ce't!cl"& helth "'pple%ent" nd other con"'%er
helth nd per"onl cre prod'ct" der!+ed )ro% *rd!t!onl 0h!ne"e 5ed!c!ne C*05D
nd botn!cl !n(red!ent", *he o+erll !% o) 0h!B5ed !" to dr# on the 'ntpped
#elth o) $no#led(e nd h!"tory o) '"(e !n the *05 !nd'"try to de+elop
phr%ce't!cl nd con"'%er prod'ct" )or the (lobl %r$et,
Vodafone is on Haro!r "in# Limited !" l!"ted on the 8toc$ E<chn(e o) =on(
2on( C"toc$ code> 715D& !" led!n( toy %n')ct'rer nd "'ppl!er nd %n')ct'rer
2/

o) con"'%er electron!c prod'ct" " #ell " l!cenc!n( nd "o'rc!n( "er+!ce pro+!der,
*he co%pny l"o hold" !n+e"t%ent propert!e" !n the 5!nlnd,
TOM $ro!p Limited !" l!"ted on the 5!n :ord o) the 8toc$ E<chn(e o) =on(
2on( C"toc$ code> 23-3D, A led!n( 0h!ne"eBln('(e %ed! con(lo%erte !n 1reter
0h!n& *O5 1ro'p h" d!+er"e b'"!ne"" !ntere"t" !n Internet C*O5 Onl!neD& O'tdoor
5ed! C*O5 O'tdoor 5ed! 1ro'pD& P'bl!"h!n(& *ele+!"!on nd Entert!n%ent cro""
%r$et" !n 5!nlnd 0h!n& *!#n nd =on( 2on(, In ech o) the re" !t operte"&
*O5 1ro'p h" "ec'red %r$et leder"h!p, *he 1ro'p #" )o'nded !n October 1...
" jo!nt +ent're bet#een Vod)one !" on 3h%po& 0he'n( 2on( C=old!n("D
4!%!ted& nd other "trte(!c !n+e"tor", =edE'rtered !n =on( 2on(& the 1ro'p h"
re(!onl hedE'rter" !n :e!j!n(& 8hn(h! nd *!pe! #!th o+er 4&/// e%ployee" !n
%ore thn 2/ c!t!e",
Te&eco!!unication0<
=34 !" one o) the led!n( o#ner" nd opertor" o)
teleco%%'n!ct!on"& o))er!n( #!de rn(e o) relted "er+!ce" !n
17 co'ntr!e", *he"e !ncl'de th!rdB(enert!on C31D %'lt!B%ed!
%ob!le telephony& 185 %ob!le phone "y"te%"& )!<edBl!ne
"er+!ce"& )!bre opt!c brodbnd net#or$" " #ell " rd!o
brodc"t!n(,
Opert!n( 'nder the H/H brnd& =34 !" led!n( the on(o!n( re+ol't!on !n the 31
ren, =34 #" one o) the )!r"t opertor" !n the #orld to !ntrod'ce 31 "er+!ce"&
enhnc!n( peopleF" l!+e" #!th +"t rn(e o) %'lt!%ed! %ob!le content", =34 o#n"
31 l!cence" !n 11 %r$et"> A'"trl!& A'"tr!& Den%r$& =on( 2on(& Irelnd& I"rel&
Itly& 5c'& Nor#y& 8#eden nd the 7n!ted 2!n(do%& nd no# h" c'"to%er b"e
o) o+er 14,7 %!ll!on,
Vod)one !" on *eleco%%'n!ct!on" Internt!onl 4!%!ted CVod)one !" on *eleco%D
)oc'"e" on dr!+!n( )'t're (ro#th !n de+elop!n( %r$et" #h!le '"!n( the 1ro'pF"
led!n( technolo(y po"!t!on to )'rther de+elop d+nced "er+!ce" )or de%nd!n(
"'b"cr!ber" !n %ore "oph!"t!cted& h!(hBde%nd %r$et", It operte" or !" roll!n( o't
%ob!le teleco% "er+!ce" !n =on( 2on( nd 5c'& Ind!& I"rel& *h!lnd& 8r! 4n$&
21

1hn& Indone"! nd V!etn%& pl'" 31 net#or$ !n =on( 2on(, F!<edBl!ne teleco%
"er+!ce" re l"o pro+!ded !n =on( 2on(, A #!de rn(e o) "er+!ce" !" pro+!ded by
Vod)one !" on *eleco% enco%p""!n( +o!ce "er+!ce" C!ncl'd!n( enhnced cll!n(
)et're"D& brodbnd dt nd %'lt!%ed! "er+!ce"& %ob!le nd )!<edBl!ne Internet nd
!ntrnet "er+!ce"& IDD nd !nternt!onl ro%!n( "er+!ce"& bnd#!dth "er+!ce"& dt
centre "er+!ce"& "y"te% !n)r"tr'ct're nd ppl!ct!on "ol't!on" "er+!ce",
22

1ro'p 8tr'ct're>

23

ilestones Of %odafone-/001
In January, the 3roup7s subsidiary #odafone is on 3lobal Communications
)imited, and Broadwing Communications, ))C, a consolidated subsidiary of
Broadwing Corporation, announce the /oint establishment of a new inter1
carrier international (thernet network.
In January, the 3roup7s associated company usky (nergy announces
e-pansion of its holdings in the Jeanne d7"rc Basin with the ac2uisition of
e-ploration rights for two parcels totaling @:,A@: hectares, in the recent land
sale conducted by the Canada1'ewfoundland )abrador $ffshore
4etroleum Board.
In January, the 3roup7s subsidiary #odafone is on Telecommunications
International )imited announces that #odafone is on (ssar )imited 86#odafone
is on (ssar69, its /oint !enture in India with (ssar Teleholdings )imited, has
completed the ac2uisition of B4) *obile Cellular )imited 86B4) Cellular69. B4)
Cellular operates in three license areas L *aharashtra, Tamil 'adu and
Kerala. 0ith the completion of this ac2uisition, #odafone is on (ssar now
operates in @A circles including all metro and " circles.
In January, the 3roup7s subsidiary #odafone is on Telecommunications
International )imited announces that 4T #odafone is on C4
Telecommunications 86#odafone is on Telecom Indonesia69, its /oint !enture in
Indonesia with C4 3roup of Indonesia, has selected 5iemens to be the
supplier for a nationwide turnkey wireless network and managed ser!ices in
Indonesia.
In January, the 3roup7s subsidiary ong Kong (lectric oldings )imited 8(9
announces that its wholly1owned subsidiary, ong Kong (lectric International
&inance 8"ustralia9 4ty )td., has signed an ">A@? million 8about K>M.:?
billion9 term loan facility with @@ international financial institutions. 4roceeds of
24

the loan will go towards refinancing e-isting banking facilities for (,s
in!estments in "ustralia.
In &ebruary, ongkong (lectric Co., )td celebrates the commissioning of the
territory7s first wind power station 6)amma 0inds6 by establishing a one1
million1dollar fund to support the study and de!elopment of renewable energy
in the local educational sector. In "pril, the 3roup7s associated company
usky (nergy announces ac2uisition of <M,AD= acres of oil sands leases
ad/acent to its 5aleski property.
25

%odafoneis on (2ampoa $imited
T2e fi3e-4ore businesses of %odafone is on (2ampoa are5
.orts and Related Ser3i4esI 0orld leading port in!estor, de!eloper and
operator with interests in o!er M@ ports throughout "sia, "frica, (urope and the
"mericas.
Tele4ommuni4ations and e-4ommer4eI $ne of the leading owners and
operators of telecommunications and internet infrastructure in around @?
countries worldwide.
.ropert6 and HotelsI as an in!estment portfolio of appro- @M.? million s2. ft.
of commercial, office, industrial and Retail and manufa4turing5 Owns 7
ma8or stores L 0atsons, &ortress and 4".Kn5$4 with more than D==
stores in the region. 0ith the ac2uisition of the Kruid!at
3roup of the 'etherlands, #odafone is on became one of the world,s largest
health and beauty retail outlets in "sia and si- (uropean countries.
Retail and manufa4turing5 Owns 7 ma8or stores L 0atsons, &ortress and
4".Kn5$4 with more than D== stores in the region. 0ith the ac2uisition of
the Kruid!at
3roup of the 'etherlands, #odafone is on became one of the world,s largest
health and beauty retail outlets in "sia and si- (uropean countries.
Energ69 nfrastru4ture9 #inan4e and n3estmentsI ong Kong and )amma
Islands run on electricity generated by #odafone is on. olds D;.AN interest in
Cheung Kong infrastructure L a leading in!estor in the infrastructure sector in
ong Kong, 4.C and "ustralia.
26

A!"T #!$A%!NE
#odafone is on Telecom, one of the world,s leading cellular ser!ice pro!iders,
brings #odafone to you. 0e are known for our inno!ati!e approach and world1
class technology. $ur goal is to pro!ide you superior products and ser!ices,
anytime and anywhere.
$ur !alues are stated simply. To be fair and transparent in what we do and
how we do it. To pro!ide you 2uality ser!ices with more customer friendly
practices. To make your communications e-perience simple, pleasurable and
fun. 0here you don7t simply get technology 1 but technology that is rele!ant.
0here solutions are not /ust promised in the future 1 but deli!ered in the
present
#odafone is on established its presence in India in @CC;, through a /oint
!enture with *a- India )imited. In @CC:, #odafone is on *a- Telecom became
the first operator in India to launch its cellular ser!ice.
Today, #odafone is on is the one of the largest pro!iders of cellular ser!ices in
India with presence in all the ma/or regions 1 $range in *umbai and #odafone
in %elhi, Karnataka, "ndhra 4radesh, Chennai, Kolkata, 3u/arat, aryana,
.a/asthan, G4 8(9, G4 809, .est of Bengal and 4un/ab.
It is also the country7s largest roaming operator, with a more e-tensi!e network
in India and around the world than any other operator.
.
It is part of the ong Kong based multinational conglomerate #odafone is on
0hampoa )imited, a &ortune :== company, and one of the largest companies
listed on the ong Kong 5tock (-change. Its operations span ;< countries
across the "sia 4acific region, (urope and the "mericas.
27

%O&A#O!E S O! (OR$&(&E
#odafone is on Telecom is a wholly owned subsidiary of #odafone is on
0hampoa )imited, a ong Kong based industrial conglomerate. #odafone is
on 0hampoa is a &ortune :== company, and one of the largest companies
listed on the ong Kong 5tock (-change. Its operations span ;< countries
across the "sia 4acific region, (urope and the "mericas.
#odafone is on Telecom is ranked among the global leaders in mobile
communications. It offers a wide range of integrated telecommunications
ser!ices including fi-ed line ser!ices, internet ser!ices, broadband networks,
mobile telephony 8!oice and data9, trunked mobile radio and radio
broadcasting among others.
#odafone is on has also bagged licenses to pro!ide M3 cellular
ser!ices in nine (uropean countries. It had a combined
turno!er of o!er >@= billion dollars in the year <===.
2-

#$%"&$'( I5 $' T()(C$**G'IC"TI$'
)I*IT(%
#odafone is on Telecommunications is a wholly owned subsidiary of #odafone
is on 0hampoa )imited. It operates a wide range of integrated
telecommunications ser!ices in o!er @? countries. It was formed in @CD: to
run a cellular network in ong Kong and now has become a formidable force
in mobile communications. It has business interests in fi-ed line ser!ices,
internet ser!ices, fiber optics, mobile telephony 8!oice and data9, trunked
mobile radio and radio broadcasting. But its main interest internationally is in
pro!iding mobile telephony.
#odafone is on Telecom has a successful track record in identifying potential
countries and technologies, de!eloping them and creating shareholder !alue
o!er a long term. $ne of its key success stories was de!eloping the first
consumer brand in telecom L $range. It is one of the largest M3 players
worldwide. #odafone is on M3 has been gi!en licenses to operate in GK, Italy,
Israel, %enmark, 5weden, "ustria, Irtralia and ong Kong. #odafone is on is
the first operator to offer M3 ser!ices in "ustralia, Italy, the GK and 5weden.
2.

Ser3i4e:s .ro3ided b6
%odafone

)ife becomes simpler when you become a #odafone 4ostpaid customer. Choose
from a !ariety of affordable and attracti!e talk plans, and many con!enient payment
options for your monthly bill.
$ffers 3o 4ostpaid
Talk plans
4ayment choices
%ownload postpaid forms
5hops H %ealers
To get a #odafone 4ostpaid connection, all you ha!e to do is submit a Customer
"greement &orm and (nrollment form, along with one of the following documents as
your I% and @ @. "ddress proof
<. .ation card
M. 4assport
;. %ri!ing licensee
:. I% card issued by any institution
A. Copy of electricity or telephone bill of your address
3/

"ny document or communication issued by any authority of Central 3o!ernment or
local bodies showing your residential address
"ny other documentary e!idence in support of the address gi!en in the declaration.
Talk plans
Choose a talk plan that fits your usage and budget. "nd get a range of !alue added
ser!ices to go with it. Know more 4ayment choices
#odafone offers you a !ariety of con!enient and timesa!ing payment options.
Choose the one that suits you best. Know more %ownload postpaid forms
3et yourself a #odafone 4ostpaid connection. 5ubscribe to #alue "dded 5er!ices,
.oaming, and more 1 right here. Know more.
&ull !alue plans Talk
ome
<CC
Talk
.oam
;CC
&#
@CC
&#
MCC
&#
ACC
&#
DCC
*onthly Charges
.ental = = = = = =
*inimum Billing "mount @CC MCC ACC DCC <CC ;CC
&ree local talktime = MCC ACC DCC = =
&ree )ocal #odafone *inutes @CC = = = = =
Gsage Charges
Incoming &ree &ree &ree &ree &ree &ree
)ocal $utgoing O min
to #odafone phone
@.<: =.:= =.:= =.:=
@ per <
min
@ per <
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to mobile phones @.<: @.AC @.@C =.?: @ @
to landline phones 8e-cept in G4
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to landline phones in G4 P0Q H
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<.;= <.;= <.;= <.;= @ @
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G5, Canada, GK H (urope,
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?.< ?.< ?.< ?.< ?.< ?.<
31

'ew Realand, 5outh (ast "sia
3ulf, GK, (urope, 5"".C, "frica,
"ustralia H 'ew Realand
C.CC C.CC C.CC C.CC C.CC C.CC
'orfolk Island, Cook Island, Cuba,
%iego 3arcia, 3uinea Bissau,
'auru, 5akhalin, 5aotome H
4rinciple, 5olomon Island,
Tokelau, Tu!alu, #anuatu
;= ;= ;= ;= ;= ;=
Inmarsat O Iridium :== :== :== :== :== :==
5*5
)ocal #odafone @.== =.:= =.:= =.:= @.== @.==
)ocal @.== =.CC =.CC =.CC @.== @.==
'ational <.== <.== <.== <.== @.== @.==
International :.== :.== :.== :.== :.== :.==
Information 5er!ices <.== <.== <.== <.== <.== <.==
4repaid $ffers G4 8(9 Change Four .egion "ndhra 4radesh Chennai %elhi
3u/arat aryana Karnataka Kerala Kolkata *aharashtra H 3oa *umbai
4un/ab .a/asthan .est of Bengal Tamil 'adu G4 8(9 G4 809

!ffers &o Prepaid
Cost structure
ow to recharge
%ownload prepaid forms
5hops H %ealers

32

@ &ree T# with .s ACC 4ack
5T% to any phone S .e @
*obile S @:CC
Call across G4 S :=p
#odafone Chalta .ahe
*obileS<CC
Become a #I4

< &ree T# with .s ACC 4ack
Buy the new .s ACC #odafone 4repaid 4ack and get a portable T# freeT
M 'ew customers getI
" portable T#
#odafone 4repaid connection
; Chota .echarges of .s @= each
#alidity for M= days
5pecial Tariff #oucher worth .s A=
: (-isting users getI
" portable T#
.echarge card worth .s @CC
5pecial Tariff #oucher worth .s A=
A 5T% to any phone S .e @
'ow call any phone in India at .e @Omin for a monthly fee of .s <:=. Know
more
? *obile S @:CC
3o mobile the economic way. &or /ust .s @:CC you get a cool *otorola C@@:
handset, a #odafone prepaid connection with M months !alidity
Chota .echarge cards worth .s A:
33

5pecial Tariff #oucher of .s. M:
Call across G4 S :=p
Call any mobile phone across G4 and Gttranchal for /ust :=p per minute. Fou
can also make calls to landlines at .e @ per minute, and #odafone phones at
M=p per minute. To en/oy these rates, all you need is a #odafone special tariff
!oucher. Know more
#odafone Chalta .ahe
4ay /ust .s CCC for a #odafone Chalta .ahe 4repaid, and stay mobile fore!er.
4lus other benefits like full talktime on all future recharges. Know more
The license period on the offer is !alid till @@.@<.<=@:
*obileS<CC
4ay /ust .s <CC and get a fully loaded 5tarter pack withI
#odafone 4repaid connection
@ .echarge card worth .s @CC 8with .s := talktime H M= day !alidity9
5T# worth .s M:
; Chota .echarge cards of .s @=
Become a #I4
3et your own distinct identity, by selecting a distinct phone number. "t no
e-tra cost.
34

5hops and dealers
'o matter where you are, you can always find a #odafone dealer near you. Know
more
httpIOOwww.#odafone.inOpostpaidO#odafoneUatUyourUdoorstep.asp
Fou don7t need to step out of your home or office. #odafone will come to your
doorstep. Know more
S2op
!ame
Address
(or;ing
Hours
#odafone
5hop
Chintels ouse, @A1 station .oad,
)ucknow
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1
Overview
35

0) is a leading global telecommunications and data ser!ices pro!ider
operating with a high growth strategy in @? countries and territories. It is a
dynamic and agile player with a strong track record asI
The first to market with an international M3 !ideo mobile network under
the M brand+
$ne of the most agile and profitable <3 mobile !oice and data network
operators+ and
"s a ma/or owner and operator of the fiber optic broadband and fi-ed1
line networks in ong Kong, ser!ing as a telecoms gateway to China.
0),s array of telecommunications and data network offerings pro!ides a
depth of technological knowledge and insight into emerging consumer trends.
This breadth of ser!ices in so many markets around the world also allows our
operations to e-ploit opportunities, synergies and our critical mass in order to
maintain our leadership position. $ur telecommunications and data
infrastructure support offerings in the areas of mobile telephony 8!oice and
!ideo based multimedia9, fiber1optic broadband networks, fi-ed1line ser!ices
and radio broadcasting.
0) is proud to be the first international pro!ider of M3 !ideo mobile ser!ices
and an early adopter of the latest and most promising mobile phone
technology. 0hile other operators are /ust now rolling their third1generation
mobile ser!ices in late <==;, M has been successfully operating M3 networks
and e2uipment in the Gnited Kingdom, Italy, "ustralia and "ustria since early
<==M. 0e were also the first operator in ong Kong to introduce M3 !ideo
mobile ser!ices in January <==;.
0e ha!e a <=1year legacy of market leadership and strong growth in the
telecommunications arena. 0) started its mobile business in @CDM in our
home market of ong Kong and now operates in @? countries around the
world ser!ing o!er <= million customers.
36

"nother of our ma/or telecommunications subsidiary is #odafone is on
Telecommunications International )imited 8#odafone is on Telecom9, which
was listed on the ong Kong and 'ew Fork stock e-changes in $ctober <==;.
#odafone is on Telecom has a significant presence, and in many cases is a
market leader, in de!eloped or rapidly1growing markets in eight countries and
territories, operating mobile networks in ong Kong and *acau, 3hana, India,
Israel, 4araguay, 5ri )anka, Thailand and #ietnam. The M3 network in ong
Kong and a fi-ed1line telecom running there on a fiber optic network is also
part of the #odafone is on Telecom business. #odafone is on Telecom is built
on a high1growth strategy focused on mobile telecommunications ser!ices
markets with economic prospects and good demographics. " number of
#odafone is on Telecom markets such as India remain significantly under
penetrated and offers significant opportunities for future growth. In other
markets such as ong Kong and Israel, mobile phone penetration is higher
but customers are !ery eager to adopt new ser!ices and applications, offering
growth prospects in pro!iding Technology1ad!anced !alue1added ser!ices.
%odafone is on<s a42ie3ements5
" pioneer of mobile multimedia communications with the launch of third1
generation 8M39 mobile phones and networks under the 6M6 brand.
" !isionary and international telecommunications operator through
#odafone is on Telecommunications International )imited 8TI)9 with
mobile phone networks and data ser!ices in rapid1growth markets
ser!ing o!er @<.: million customers across nine nations and territories
in "sia, 5outh "merica, the *iddle (ast and "frica.
37

The world7s leading port in!estor, de!eloper and operator with MC ports
across (urope, the "mericas, "sia, the *iddle (ast and "frica.
The third largest health and beauty retailer in the world with 0atsons
Four 4ersonal 5tore in "sia, %rogas, ICI 4".I5 V), Kruid!at,
.ossmann, 5a!ers, 5uperdrug, Trekpleister, and *arionnaud in
(urope.
$ne of "sia7s largest retailers through the 4".Kn5$4 supermarket,
0atsons Four 4ersonal 5tore, &ortress electrical appliances store,
3reat &ood all, T"5T( food galleria, 0atson7s 0ine Cellar and
'uance10atson airport duty free operator.
#odafone is on 0hampoa )imited is among the largest companies listed on
the main board of the ong Kong 5tock (-change. &lagship companies
include #odafone is on 4ort oldings, #odafone is on Telecom, #odafone is on
0hampoa 4roperties, ".5. 0atson and Cheung Kong Infrastructure.
#odafone is on dates back to the @D==s and while its operations now span the
globe, it continues to remain based in ong Kong. #odafone is on7s
e-ecuti!es and staff are a multicultural mi- as di!erse as the reach of the
corporation7s operationsI ong Kongers, *ainland Chinese, "mericans,
"ustralians, "ustrian, Belgians, British, Canadians, Czech, %utch, (gyptian,
&ilipinos, &rench, 3erman, ungarian, Indians, Israelis, Italian, )at!ian,
)ithuanian, *oroccan, 4akistanis, 4olish, 4ortuguese, .omanian, .ussian,
5lo!akian, 5panish, 5wedish, 5wiss, Turkish, #ietnamese and many other
nationalities make up the people of #odafone is on.
#odafone is on has a strong commitment to the highest standards of corporate
go!ernance, transparency and accountability 1 principles which ha!e been
recognized by the receipt of numerous awards and commendations.
3-

Awards and Re4ognition
/00=
&orbes The 3lobal <===
/001
The ong Kong Council of 5ocial
5er!ice
Caring Company "ward <==:O=A
Fazhou Rhoukan Top :== Chinese Companies in the
world
/00>
Business 0eek The "sian Top @:=
&inance "sia "sia7s Best Conglomerate
Best *anaged Company in K
Best C&$ "ward in K 8*r &rank 5i-t9
/00?
Business 0eek 3lobal @===
(uro money Best "sian Companies by Country 1 ong Kong
/007
"sian )egal Business
"wards
In1house Team of the Fear 1 "llen H $!ery
"ward
/00/
"sia money Best Corporate 3o!ernanceI Capital goods 1
combined results
3.

5elf assessment on corporate go!ernanceI
Capital goods 1 company self assessment
/00@
"sia money $!erall Best *anaged Companies 8ong Kong9
(uro money Best Corporate Borrower in "sia
Best "sian Companies 1 Conglomerates
Best Companies in ong Kong
/000
"sia money Best *anaged Companies
"sia week The "sia week @=== )argest Companies
&orbes The ;== Best Companies
6"6 list 1 tops of the %i!ersified Category
@AAA
"sia money Best *anaged Companies
@AAB
"sia money Best *anaged Companies
"sia week The "sia week @=== )argest Companies
"sian Business "sia7s *ost "dmired Companies
@AA=
(uro money Best "sian Companies 1 Conglomerates
@AA1
"sia money Best *anaged Companies
"sia week The "sia week @=== )argest Companies
4/

0F #$%"&$'(
0e offer you a wide range of products and ser!ices, that are easy to access
and simple to use. &rom flight updates to mo!ie tickets to fa- and data
ser!ices, you can get what you want, right from your #odafone phone.
.oaming enables you to stay connected in o!er :M= cities across India and
o!er @== countries around the world. 0e also offer you con!enient payment
options to help you pay your bills, the easy way.
#odafone in India
#odafone is on (ssar in India #odafone established its presence in India in
@CC; by ac2uiring the cellular license for *umbai. It now has operations in @A
circles accounting for ?=N of India7s mobile subscriber base. .
#odafone is on (ssar )imited, with about @;.: millionW subscribers, is one of
the most reputed telecom companies in India. $!er the years, it has been
named the 7*ost .espected Telecom Company7, the 7Best *obile 5er!ice in
the country7, and the 7*ost Creati!e and *ost (ffecti!e "d!ertiser of the Fear7.
.
#odafone is on Telecom is a part of the multinational conglomerate 1 #odafone
is on 0hampoa which has its origins dating back to @D<D in ong Kong. The
3roup operates fi!e core businesses in ;< countries across the world, of
which, #odafone is on Telecom has been one of the pioneers in mobile
multimedia communication and spans fi!e continents.
The (ssar 3roup is one of India7s largest corporate houses with interests
spanning the manufacturing and ser!ice sectors like 5teel, $il H 3as, 4ower,
Telecom H B4$, 5hipping H )ogistics and (ngineering H Constructions. The
41

3roup has an asset base of o!er .s <= billion 8G5> ;.; billion9 and employs
o!er ;=== people.
Customer Relations2ip
Management
42

43

Customer Relations2ip Management
Customer .elationship *anagement or C.* is an old sub/ect that has
become a hot topic. 5ince the @CA=,s management gurus such as Peter
Drucker and Levitt ha!e been practicing C.* gospel, which can be simply
summarized like thisI
T2e true business of e3er6 4ompan6 is to ma;e 4ustomers9 ;eep
4ustomer and maCimiDe 4ustomer profitabilit6.
This gospel was neglected until recently by most companies. 0hyX Because
only now are impro!ed and new technologies 8databases, data mining,
Internet etc9 capable of tracking and managing customer profitability, beha!ior
and satisfaction at a reasonable cost.
C.* is a comprehensi!e approach which pro!ides seamless integration of
e!ery area of business, that touches the customer namely marketing, sales,
customs ser!ice and field support through integration of people, process of
technology.
In order to properly understand the concept of C.* we can simply put it in the
form of following model.
C.* itself is not a technology, but a process of gathering and retaining
information about customers and their interaction with the company.
5imply put, we can say C.* helps the organizations to analyze and
understand the followingI
To understand whom it,s customer are
elps an enterprise to enable its marketing department to identify and target
the best customers.
*anage marketing campaigns with clear goals and ob/ecti!es and generate
2uality leads for the sales team.
44



Gnderstanding the formation of indi!idualized relationship with customer, with
the aim of impro!ing customer satisfaction and ma-imizing profits.
To understand which points of contact 8such as address, phone and e1mail9
are of interest to the enterprise, about its customer.
*ost importantly, identifying the most profitable customers, and pro!iding
them with highest le!el of ser!ice
45

RESEARCH
METHO&O$O)+
Resear42 T2eor6
The marketing research has been defined by so many different authors in so
many different ways. The "merican *arketing "ssociation defines marketing
research as followsI
46

*arketing .esearch is the function which links the consumers, customers
and public to the market through the information L information used to
intensify and defines marketing opportunities and problems, generate, refine
and e!aluate marketing actions, monitor marketing performance and impro!ed
understanding of marketing as a process.
*arketing research specifies the information re2uired to address these issues+
designs made for collecting the information,s+ manages and implements the
data collection process+ analyses the results+ and communicates the findings
and their implications. 5e!eral characteristics of modern business encourage
the use marketing research business.
*arketing research is used during different phases of administrati!e processI
1, 5etting goals and establishing strategies.
2, %e!eloping a marketing plan.
3, 4utting the plan into action.
4, (!aluating the plan,s effecti!eness.
47

T6pes of &ata And Met2ods of &ata Colle4tion
The most important part of any research is collection of data. The task of data
collection begins after the research problem has been defined. 0hile deciding
about the method of data collection to be used for the study, the researcher
should keep in mind that the data are of two typesI
.rimar6 &ata5 4rimary may be described as those data that ha!e been
obser!ed and recorded by the researchers for the first time to their knowledge,
and thus happen to be original in character.
Se4ondar6 &ata5 5econdary data are statistics not gathered for the
immediate study at hand but for some other purposes.
Resear42 &esign
There are three types of research
(-ploratory .esearch
%escripti!e .esearch
Casual .esearch
0e ha!e used &es4ripti3e resear42 design
The basis of my research was primary data which I collected from := peoples
i.e. sample size in the ser!ice centre through Yuestionnaire.
4-

Main Aspe4ts (2ile .reparing Euestionnaire
Yuestionnaire is often considered as the heart of sur!ey operation. It is the
method of obtaining specific information about a defined problem so that
the data, after analysis and interpretation, results in better appreciation of
the problem. ence great care has to be taken in constructing it. This
re2uires studying main aspects of the 2uestionnaireI
1, #orm of t2e Euestionnaire5 mainly the general form of the
2uestionnaire is concerned it can be either structured or unstructured.
The 2uestionnaire preferred by me was structural in nature I preferred
this format because all the 2uestions were definite, concrete, and pre1
determined, comments in the respondents own words was held to be
minimum.
.# &etermine t2e T6pe of Euestion to use5 Before working on the
wording of each 2uestion, they must decide on type of 2uestion to use.
There are three main types of 2uestions from least structured to most
structured areI
$pen Yuestions
*ultiple 2uestions
%ichotomous.
3, &e4iding on (ordings of Euestion5 0ordings of each 2uestion
5hould be thoroughly e-amined. &ollowing points should be kept in
mind while preparing 2uestionnaireI
%efine the issue
5hould the 2uestion be sub/ecti!e or ob/ecti!e
4ositi!e or negati!e statement
Gse simple words
"!oid ambiguous 2uestions
"!oid leading 2uestions
4.

?. &e4ide on Euestion SeFuen4e5 $nce the wording has been
determined. it is necessary to set them up in some order. The se2uence can
influence the results obtained. " 2uestionnaire has three ma/or sectionsI
Basic information
Classical information
Identification Information
I paid proper attention to the wordings of 2uestion as well as on the se2uence
of the 2uestions since reliable and meaningful returns depend on it, to the
large e-tent. The important steps that I took in choosing the words are as
followsI
5imple words, which are familiar to all the respondents, were
employed.
0ords with ambiguous meanings were a!oided.
%anger words catch words or words with emotional connotations
were also a!oided.
Caution was e-ercised in the use of phrases, which reflect upon
the prestige of respondent.
Sampling
0hen fields study are undertaken in practical life, consideration of time and
cost almost in!ariably lead to a selection of respondents, i.e., selection of only
few items. The respondents selected should be representati!e of the total
population as possible in order to produce a miniature cross section. The
selected respondents constitute a GSample: and the selection procedure
is called GSampling Te42niFue:. The sur!ey so conducted is known as
GSample Sur3e6:.
It should represent not only the total population characteristics but also the
!arious sub classes of the population. The !alidity of findings would also
depend upon how people willingly and correctly report of their opinion,
attitude, preferences, and fa!orableness.
5/

&ifferent T6pes Of Sample &esign
There are different types of sample designs based on two factors, i.e., the
representation basis and the element selection techni2ue. $n representation
basis, the sample may be probability sampling or it may be non1probability
sampling. $n element selection basis, the sample may be either unrestricted
selection techni2ue or restricted selection techni2ue.
Thus, the sample designs are basically of two types, i.e., non-probabilit6
sampling and probabilit6 sampling.
(rrorI .eference source not found
Steps in Sampling &esign
0hile de!eloping a sampling design, the researcher must pay attention to the
following pointsI
1, T6pe of "ni3erse - The first step in de!eloping any sample design is
to clearly define the set of ob/ects, technically called the Zuni!erse,.
The uni!erse can be finite or infinite. In finite uni!erse the number of
51

items is certain, but in case of infinite uni!erse the number of items is
infinite, i.e., we cannot ha!e any idea about the total number of items.
2. Sampling "nit H " decision has to be taken concerning a sampling
unit before selecting sample, sampling unit may be geographical one
such as state, district, !illage etc., or a construction unit such as
house, flat, etc., or it may be a social unit such as family, club, school
etc., or it may be an indi!idual.
3. Sour4e list H It is also known as sampling frame from which sample
is to be drawn. It contains the names of all items of the uni!erse 8in
case of finite uni!erse only9. If source list is not a!ailable researcher
has to prepare it. It is e-tremely important for source list to be
representati!e of the population as possible.
4. SiDe of Sample H This refers to the number of items to be selected
from the uni!erse to constitute a sample. The size of sample should
neither be e-tremely large, nor too small. It should be optimum. "n
optimum sample is one, which fulfills the re2uirements of efficiency,
representati!e ness, reliability and fle-ibility.
5. .arameters of nterest H In determining the sample design, one must
consider the 2uestion of the specific population parameters, which are
of interest. There may also be important sub groups in the population
about whom we like to make estimates. "ll this has strong impact
upon the sample design we would accept.
6. ,udgetar6 Constraint H Cost considerations, from practical point of
!iew, ha!e a ma/or impact upon decisions relating to not only the size
of the sample but also to the type of sample.
7. Sampling .ro4edure H &inally, the researcher must decide the type
of sample he will use i.e., he must decide about the techni2ue to be
used in selecting the items for the sample. There are se!eral sample
designs. $b!iously, he must select that design which, for gi!en sample
size and for a gi!en cost, has smaller sampling errors.
52

53

Anal6sis Of &ata
Anal6sis of data
Yues @I 0hich connection you use in your mobile.
54

17I
7=I
.ost .aid
.repaid
Contents Customer Response
4ostpaid connection M?N
4repaid Connection AMN
Total @==N
Yues1< 0hy did you choose 4repaid or postpaid
55

@0I
@@I
?/I
7=I
E4onomi4al
Attra4ti3e S42eme
$i;e Ad3ertisment
!one
Contents Customer Response
(conomical ;<N
"ttracti!e 5cheme M?N
)ike ad!ertisement @=N
'one @@N
Total @==N
Yues1M If you use prepaid connection, which recharge !oucher, you
use per month.
56

Contents Customer Response
.s @CC @DN
.s M== <CN
.s :== <DN
.s @=== or more <:N
T$T") @==N
Yues1; ow do you come to know about new scheme of #odafone.
57

es AI 0hat was your satisfaction le!el after !isit of ser!ice
Centre.
Contents Customer Response
5atisfied
?=N
'ot satisfied
@=N
ighly satisfied
<=N
total @==N
Contents Customer Response
&riends <@N
oldings @:N
T! "dd <CN
'ews paper <DN
Customer care CN
$ther sources @N
Total @==N
5-

YG(5?I %o you think #odafone call rates are reasonableX
Contents Customer Response
yes :DN
no <<N
*ay be <=N
Total @==N
5.

6/

YuesDI %o you #odafone network pro!ides better communication ser!ice.
Contents Customer Response
yes ?AN
no <;N
Total @==N
61

Yues CI %o #odafone pro!ides better communication ser!ice from it competitors
Contents Customer Response
yes C=N
no ;N
*ay be AN
Total @=N
62

Yues @=I Fou said you were treated poorl6 or rudel6. 0hat e-actly did #odafone
employees doX 4lease try to describe specific beha!iors, if possible.
Yues @@I %id the 5(.#IC( pro!ided by #odafone people fail to perform as
promiseX
Contents Customer Response
4ut on hold ;;N
'ot responsi!e @<N
0ere discourteous <; N
)arge 2ueue time M=N
Total @==N
63

Contents Customer Response
yes M=N
no ?=N
Total @== N
Yues@<I %id #odafone employees treat you poorly or rudelyX
64

Contents Customer Response
yes <;N
no ?AN
Total @== N
65

Yues@MI %id some other type of problem happen that we did not mention
yetX
Contents Customer Response
yes ;=N
no A=N
Total @== N
66

Yues@;I 0hich of the following are priced high by #odafone that prompted you
to cancel your connectionX
Contents Customer Response
*onthly rental for subscriptions @AN
"ir time usage rates <AN
*onthly rental for !as MA N
.ecent changes in your budget <<N
Total @==N

67

#inding
6-

#indings
@. In my analysis the performance of #odafone is !arying from area to
are because of its ad!ertising strategy and many other facilities are
different.
<. In my analysis around more then :=N people says that #odafone
ser!ice is good and rest are people says no comment.
M. #odafone,s main competitor is "irtel. 0hile #odafone and "irtel, both
are pro!iding same ser!ice so it is most important to use more and
effecti!e ad!ertising strategy.
;. #odafone pro!ided its ser!ice to its customer when e!er they need
and also where e!er the need with the help of customer cares.
:. In case of telecommunication customer are !ery choosy and
economical.
6.

Con4lusion
7/

Con4lusion
It is always difficult to measure the effecti!eness of ser!ice center this is
to conclude that the research named as Customer satisfa4tion le3el
at %odafone ser3i4e 4entre will be useful for the organization this
research has been done keeping the constraints and re2uirements of the
#odafone with the help of this research it in easy for #odafone to know
about the ser!ice centre and customer satisfaction le!el. It can help
them to now what their customer wants from them.
It will help the organization to know that what more their customer want
from them. 0hat are their weaknesses which the organization can
impro!e in order to ser!ice centre in order to the ser!ices performed
there.
I tried my best to make this research report in spite of that few mistakes
in it and I know this thing. 5o kindly ignore most of the customer are
satisfied with their ser!ices but wants to switch o!er a new upgraded
ser!ice if gi!en an opportunity with additional feature and least risk.
71

#"T"RE &RECTO! O# THE RESEARCH
The analyses of risk factors within a common analytical framework and using
comparable methods as outlined in these !olumes has ensured greater consistency
and comparability in e!aluating and using scienti[c e!idence on ma/or risks to
health. "t the same time, data and knowledge gaps identi[ed in the analyses of
these risks illustrate key areas of scienti[c en2uiry necessary to better inform
policies and programs that aim to pre!ent disease by reducing risk factor e-posure.
The principal [ndings were discussed in indi!idual risk factor chapters, as well as in
those that presented summary results for indi!idual risk factors and for the /oint
effects of multiple risks 8chapter <?9. 0e use these [ndings to describe broadly how
the analyses might affect pubic health practice as well as research on risk factors.
The analyses of the selected risk factors considered in this work, based on
comprehensi!e re!iews of a!ailable e!idence on e-posure and hazards, suggest
that a small number of risks, such as childhood and maternal underweight and
unsafe se-, accounted for a !ery large contribution to global loss of healthy life.
&urther, se!eral risks, such as high blood pressure, tobacco and alcohol, ha!e
relati!e prominence in regions at all stages of de!elopment. 0hile reducing all of the
abo!e risks to their theoretical minima may not be possible using current
inter!entions, the results illustrate that disease pre!ention by addressing known
distal and pro-imal risk factors can pro!ide substantial, and under1appreciated,
public health gains.
72

Re4ommendation
73

Re4ommendation
%uring the sur!ey I come to know about some short coming of #odafone
telecom. This shortcoming can be remo!ed with the help of following
suggestion and help #odafone telecommunication. In e-panding its
market through ad!ertisement and impro!ing its market position.
@. 4romotional program conducted b the company should be on large
scale for the customer with impro!ed !isual aids.
<. Company should increase the personal contact with the customer
because they ha!e some problems that can be sol!ed by the
#odafone staff only.
M. &or youngsters #odafone should pro!ide some free ser!ices as
like .eliance Infocomm.
;. #odafone should appoint few more celebrities for ad!ertisement.
74

$imitations
75

$imitations
@. 5ince the feedback of the customers was done through
Yuestionnaire ma/or limitation was una!ailability of customers thus
leading to highly low success rate.
<. *ost of the customers were so furious that they refused to part
with any information
M. Time factor
76

,ibliograp26
77

,ibliograp26
www.%odafoneworld.4om
www.google.4o.in
www.e4onomoi4stimes.4om
www.%odafone.4o.in
Resear42 Met2olodg6 C.R.'ot2ari
Mar;eting Management .2ilip 'otler
7-

AnneCure
7.

AnneCure
Euestionnaire
'ameI 1 UUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUU
"geI 1 UUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUU
3enderI 1 *ale &emale
"ddressI 1 UUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUU
UUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUU

*obile 'o. UUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUU
$ccupationI 1 a9 5(.#IC( b9 BG5I'(55
c9 5TG%('Td9 $G5(0I&(
e9$T(.5
Yues@I 0hich connection you use in your mobile.
a9 4ostpaid connection
b9 4repaid
Yues <I 0hy did you choose 4repaid or postpaid.
a9 (conomical
b9 "ttracti!e 5cheme
c9 )ike ad!ertisement
d9 'one of abo!e
Yues MI If you use prepaid connection, which recharge !oucher, you use per
month.
a9 .s @CC
b9 .s M==
c9 .s :==
d9 .s @=== or *ore
Yues ;I ow do you come to know about new scheme of #odafoneX
a9 Through friend or relati!e
b9 Through oldings
c9 T.# "dd
d9 'ews 4aper
-/

F(5 '$
Y.@< %id #odafone employees treat you poorly or rudelyX
F(5 '$
Y.@M%id some other type of problem happen that we did not mention yetX
F(5 '$
Yues @;. +O" SA& THERE (ERE TECH!CA$ .RO,$EMS THAT %O&A#O!E
#A$E& TO .ER#ORM OR SO$%E AS .ROMSE&. (HCH O# THE
#O$$O(!) .RO,$EMS && %O&A#O!E !OT HA!&$E E##ECT%E$+X
A. .rodu4t related
I. &aulty handset pro!ided by #odafone F(5 '$
II. &aulty 5I* card pro!ided by #odafone F(5 '$
III. "ny other 4roduct related problems F(5 '$
,. !etwor; related
I. 'etwork connecti!ity F(5 '$
II. Indoor co!erage problem
III. $utdoor co!erage problem
I#. %rop calls
#. #oice clarity
#I. 5T%OI5% connecti!ity problem
#II. #"5 feature failures
C. T2e 4onne4tion was not a4ti3ated for a long time
A. Fou said the SER%CE pro!ided by #odafone people fail to perform as promised.
0hich of the following ser!ice related problems did you e-perience which
#odafone did not handle effecti!elyX
A. #reFuent barring or dis4onne4tion
I. Because of credit limit inspite of high usage
F(5 '$
II. Barring for any other reason 84lease 5pecify9
,. ,illing and .a6ments
I. %elay in recei!ing bills
II. %elayed postings of payment and subse2uent harassment
III. Incorrect roaming bill
I#. .ecei!ing bill for incorrect mobile 'o.
#. .ecei!ing incomplete bill
-1

C. Fou said #odafone couldn,t or wouldn:t 2andle a need or reFuest. 0hat was
your need or re2uestX About 4ustomiDing t2e SER%CE in some wayX 84lease
specify9WWW
%. 0as your need or re2uest about an error you made that re2uired #odafone
help to fi-X
F(5 '$
f +es what was your need and re2uest. 84lease specify9WWWW
(. 0as there another re2uest or specific needX
F(5 '$
?. 0hich of the following are pri4ed 2ig2 b6 %odafone that prompted you to cancel
your connectionX
d. *onthly rentals for subscription
e. "irtime usage rates
f. *onthly rentals for #"5
g. .ecent changes in your budget
D. !ow would li;e 6ou to 4onsider 3arious amounts of redu4tions in
%odafone pri4es J#irstK!eCtL9 if %odafone lowered t2eir pri4es b6 Jinsert
amountL9 would 6ou still be subs4ribing from %odafone toda6M
d. =N F(5 '$
e. <=N
f. M=N
g. ;=N
h. :=N
C. In what ways did you feel you were spending too mu42 effort in doing business
with #odafoneX 84.$B( H C)".I&F9
MA)E
@=. 'ow still thinking of "ir Tel, please tell me how much you agree with the following
statements 8.ead &irst 5tatement Below9 would you say that #odafone has
A. $arge !et wor; Co3erage JAdeFuate !o. of 4ell sitesL
a. "gree
b. %isagree
c. 'either agrees nor disagrees
d. %on,t know
,. Cares about its 4ustomers
a. "gree
b. %isagree
-2

c. 'either agree nor disagree
d. %on,t Know
C. $arge &ealer !etwor; J(ide A44essibilit6L
a. "gree
b. %isagree
c. 'either agree nor disagree
d. %on,t know
&. .rofessional OrganiDation
a. "gree
b. %isagree
c. 'either agree nor disagree
d. %on,t know
@7.Are 6ou aware t2at t2ere are toll free 2elp line numbers a3ailable wit2 6our
Air Tel 4onne4tionM
+es !o
-3