PROJECT REPORT ON ANALYSIS AND IDENTIFICATION OF SMALL MEDIUM BUSINESS (SMB) CUSTOMERS WITH CLAY TELECOM

IN THE PARTIAL FULFILLMENT OF THE REQUIREMENT FOR MBA

UNDER THE GUIDANCE OF : MR. Gaurav Gera (SR. MANAGER , CLAY TELECOM)

SUBMITTED BY : Abhay Pandey (BATCH 2010-2012)

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ANALYSIS AND IDENTIFICATION OF SMALL MEDIUM BUSINESS (SMB) ANALYSIS AND IDENTIFICATION OF SMALL MEDIUM BUSINESS (SMB) CUSTOMERS WITH CLAY TELECOM CUSTOMERS WITH CLAY TELECOM BY BY PRABHMEET SINGH Abhay Pandey

DATE .

STUDENTS SIGNATURE COURSE : MBA

APPROVED BY :

YEAR : 2010-2012

MR. Gaurav Gera (SR. MANAGER- ,CLAY TELECOM)

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ACKNOWLEDGEMENT

IT GIVES ME IMMENSE PLEASURE TO REPORT SUCCESSFUL COMPLITION OF MY Thesis

ANALYSIS AND IDENTIFICATION OF SMALL MEDIUM BUSINESS (SMB) CUSTOMERS WITH CLAY TELECOM

IT IS MY GREAT PRIVILEGE TO EXPRESS DEEP SENSE OF GRATITUDE TO MY Sr. MANAGER MR. GAURAV GERA FOR HIS SINCERE EFFORTS,VALUABLE GUIDANCE, AMBICABLE ASSISTANCE AND INSPIRATION RIGHT FROM THE START OF JOB. IT WAS WITH HIS HELP THAT THIS ENDEAVOR WAS MADE POSSIBLE.

LAST BUT NOT THE LEAST, I WISH TO THANK MY PARENTS , AS IT WAS WITH THEIR BLESSING THAT I WAS ABLE TO LEARN ABOUT THE PRODUCT & SERVICES.

CONTENTS
Sr.No. TOPIC Page No.
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1. 2.

Executive Summary Company Analysis

About Clay telecom Vision & Promise Services Offered Organizational Structure Strategies Strength

7 8
9

10 11-16 17-23 31 32-34 35-37 38-42 43

44

3. 4.

Literature Survey Context

Introduction to finance management Objectives of finance management Principles of finance Activities sales do

45-48
49-54

5.

Research Objective
Research Methodology Sample Size Procedure Importance of data Role of sales personnel during research

55 56 57 58-59 60 61

Disguised medium for research

Questionnaire

62
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Sample Surveys

63 64

Swot analysis based on research

6.

Competitor Analysis
Technical comparison Service Provider comparison

65 66-69 68-70

Sr.No.

TOPIC

Page No.
73-76 77 78 77 78

Analysis

7. 8. 9. 10.

Conclusion & Feedback Suggestions Thanks Note Bibliography

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EXECUTIVE SUMMARY
PROJECT TITLE: ANALYSIS AND IDENTIFICATION OF SMALL MEDIUM BUSINESS (SMB) CUSTOMERS WITH CLAY TELECOM ORGANIZATION : CLAY TELECOM LIMITED There is high degree of competition in the SIM & 3G ,data card services. The intense competition makes the companies to take necessary steps. The companies have to introduce newer marketing
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strategies to attract the new corporate customers, as well as retain the old customers. This survey will help to know the market share of Clay telecom Broadband & Telephone services in the SMB (Small Medium Business) corporate sector in Delhi and other part of india as well. And also help in the identification of projected requirement in 6 months. The effect of various marketing strategies can be reviewed. This will help in designing suitable marketing strategy to reach more & more customers. A business function is concerned with the formation of long-term objectives and the development of plans to achieve them. Growth & Profit are the objective of any business organization. Growth is only possible when the product is successful in market. An organization should have well set and well-equipped strategy for this purpose. Market research studies help in this matter a lot. Marketers get involved in the marketing research; this thinking is the paradigm, a scale to creating a customer. Customer involvement in a product is an important variable influencing the pre purchase of consumer behavior. Its understanding is helpful in making marketing decisions and formulating the strategies. In decisions relating to segmentation and positioning, communication planning, specially strategic advertising decisions relating to the type of media, degree of reputation, quantity of informations, length of the messages knowledge of level of consumer involvement in the product categories has been reported to be the utility to marketing professionals.

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COMPANY PROFILE

COMPANY ANALYSIS About Clay telecom

Started in 1995, Clay telecom Services is a Delhi-based company providing complete telecommunication solutions for Indian travellers going abroad. Our services include international SIM cards, 3G data cards and wireless communication for use in India and abroad. Our vision and effort to connect the Indian outbound traveller individuals, students and corporate - with a convenient, cost-effective mobile and data service have enabled us to become the undisputed market leader. Page | 8

Clay Telecom introduced the concept of local connectivity in India, by offering country-specific international SIM cards. We ensure that you stay in touch without paying huge mobile bills. Moreover, since the cellular phone/data connections are local to the country you are travelling to, you enjoy better coverage and connectivity. We offer destination-specific SIM cards for Argentina, Australia, Austria, Belgium, Brazil, Canada, China, France, Germany, Greece, Hong Kong, Holland, Italy, Japan, Malaysia, Mauritius, Mexico, New Zealand, Singapore, South Africa, South Korea, Spain, Switzerland, Sri Lanka, Taiwan, Thailand, U.A.E., U.S.A. and U.K. Since inception, we have aimed to be the best in service, quality, innovation and choice. Even today, we are dedicated to the same. We are also constantly increasing our portfolio of countries and focusing on unique communication solutions. This way you stay connected wherever you are and that too, without being concerned by exorbitant international roaming expenses.

Turnover : Rs 500 Crore Employees : 400+ Mobility Voice & Data Services across all India footprints covering all 23 telecom circles of the country.

National Long Distance : Fiber Optic Backbone across India. Fixed-line Telephony across 5 states in Phase I International Bandwidth Connectivity -

7 Ku Band Satellite Earth Stations

I2i Undersea Fiber from Singapore to Chennai

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COMPANY PROFILE
Founded in 1995, Clay Telecom introduced the concept of local connectivity in India, by offering destination-specific mobile connections to international travelers. With a pan-India network of over 1000 professionals in areas of sales, marketing, customer service, operations and logistics, Clay Telecom has partnerships with over 30 country-specific international service providers.[4] The company is also a recipient of numerous Excellence Appreciations in Sales and Marketing from many of its clientele. In May 2009 they released the Deutsche Bank Clay Telecom credit card.

Partners
The company has a strategic alliance with SingTel. The investment made by SingTel is one of the largest investments made in the world outside Singapore, in the company. The companys mobile network equipment partners include Ericsson and Nokia. In the case of the broadband and telephone services and enterprise services (carriers), equipment suppliers include Siemens, Nortel, Corning, among others. The Company also has an information technology alliance with IBM for its group-wide information technology requirements and with

Airline Partners

Jet Airways

Lufthansa

Kingfisher Airlines

British Airways

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Credit Card Partners

Deutsche Bank

Citibank

American Express

Standard Chartered Axis Bank Other Partners HDFC Bank

Uniglobe Travel

Visu

Middlesex University

Nortel for call center technology requirements. The call center operations for the mobile services have been outsourced to IBM Daksh, Hinduja TMT, Teletech & Mphasis.

Company Background
Clay telecom Limited, a part of Clay telecom, is Indias leading provider of telecommunications services. The businesses at Clay telecom have been structured into three individual strategic business units (SBUs) mobile services, broadband & telephone services (B&T) & enterprise services. The mobile services group provides GSM mobile services across India in 23 telecom circles, while the B&T business group provides broadband & telephone services in 94 cities. The

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Enterprise services group has two sub-units carriers (long distance services) and services to corporate. All these services are provided under the Clay telecom brand. GAGAN DUGGAL as he is called has at the age of 43 created a Telecom Giant in India and international level. It has risen from humble beginnings in 1999s as international sim card and 3g provider . Together with other foreign companies he has raised $ 0.5 billion of which $ 100 million is still in the bank. Indias premier telecom company in the field of telecom terminals and technology tie ups with world leaders like Siemens, Goldstar, Tatacom and Casio. It is the first company in India to export telephones to U.S.A and has finalized plans to manufacture GSM terminals in India. Clay telecom controls about 20% of the Total Telecom market in India. As he puts it, it was a mixture of vision, good luck and hard work by a team of about 10 12 senior people. The early beginnings in 1985 were in manufacturing telephone handsets. They did not have the expertise to do telephone exchanges, jelly- filled cables had become a commodity and their capital investment was high. Tele- Ventures Limited was incorporated on July 7, 1995 for promoting investments in telecommunications services. Its subsidiaries operate telecom services across India. Tele-

Ventures is Indias leading private sector provider of telecommunications services based on a strong customer base consisting of approximately 11.50 million total customers which constitute, approximately 10.66 million mobile and approximately 836,000 fixed line customers, as of January 31, 2005.

Milestones
Telecom Services

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Largest Private Telecom Service Provider in International level- more than 150,000 subscribers.

CLAY TELECOM Biggest footprint in India covering 32 country and largest GSM network with over 15000 users in abroad.

First & Largest Pvt. Company to launch Fixed line Service in India starting from delhi Ncr Over 1000 subs.

First & only Indian company to operate Telecom Services outside India Seychelles. First Private company to have Fiber Gateway for Data & Voice at Chennai & 7 Ku Band Gateway for Internet bandwidth.

Our Network

Transport System Optical Fiber Cable (OFC) used for network for higher Performance & Reliability Synchronous Digital Hierarchy (SDH)(Nortel) for transport over the OFC Network Ring Topology for Full redundancy State of the art Network Management System(Nortel) for SDH equipment

Vision & Promise

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By 2010 Clay telecom will be the most admired brand in India:

Loved by more customers Targeted by top talent Benchmarked by more businesses

We at Clay telecom always think in fresh and innovative ways about the needs of our customers and how we want them to feel. We deliver what we promise and go out of our way to delight the customer with a little bit more

SERVICES OFFERED
TELEVENTURES

Mobility Leaders INTERNATIOANL SIM CARDS:

Infotel Leader

Cellular communication makes life easier. But it brings along the anxieties of escalating bills, especially if you are a frequent traveler, since international roaming costs are exorbitant.

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Cut down your international mobile expenses by almost 85% with a country-specific mobile connection from Matrix. Enjoy lower call rates, free incoming calls in most countries and experience seamless connectivity. Clay Telecom offers convenient mobile solutions vis- -vis international roaming, calling cards, phone cards or pre-paid cards. Our destination-specific mobile connections enable you to enjoy the services provided by the network of the country at the most economical tariffs. We save you the hassle of getting a mobile connection on arrival in that country, and spending your valuable foreign exchange on clearing mobile bills. Clay Telecom is the perfect solution to escalating international mobile bills, poor connectivity and unwanted calls from telemarketers while roaming abroad. Since it is a post paid mobile connection it takes care of the recharging problems experienced with prepaid cards and the Communication problems faced with calling cards. You also get itemized bills, so you know Exactly what you have paid for. We also offer you the facility of viewing bills online. Our unique combination of low airtime rates, global coverage and courteous 24X7 customer care gives us an edge in the travel communications industry and make us the preferred partner of many businesses, government agencies, individual travellers and students. Benefits of a Clay Telecom SIM card : Local post-paid mobile number of the country you are travelling to Offers up to 85% savings on international roaming bills Free incoming calls in most countries Free itemized bills or view your bills online Convenience of carrying a local number before you travel abroad Billing in Indian rupees Delivery anywhere in India

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Roam free with Clay Telecom international roaming SIM cards in the following countries Argentina, Australia, Austria, Belgium, Brazil, Canada, China, France, Germany, Greece, Hong Kong, Holland, Italy, Japan, Malaysia, Mauritius, Mexico, New Zealand, Singapore, South Africa, South Korea, Spain, Switzerland, Sri Lanka, Taiwan, Thailand, U.A.E., U.K. and U.S.A.

Note: Terms and conditions apply Savings may vary due to exchange rate fluctuations Clay Telecom talk plans are not valid for use while on a cruise. Calls made during a cruise are charged maritime rates and are at the discretion of the cruise lines GPRS (General Packet Radio Service) is available with almost every GSM network. GPRS is pre activated on our SIM cards and standard charges are applicable, as determined by each network. Airtime rates are applicable on all toll free number INDIAN SOLUTION: Enjoy seamless connectivity and flexible post-paid talk plans in India with Matrix. Become a new Vodafone post-paid mobile customer with Matrix. Clay Telecom is associated with one of the most dynamic and efficient networks in India Vodafone Essar. We provide local post-paid mobile services, BlackBerry solutions and data connections for Delhi and the National Capital Region. Our post-paid connections come with all the facilities namely, national and international roaming, data cards, GPRS and other Value-added services. That's not all! You get access to 24x7 toll free customer care, get a dedicated Account Manager, and get value added services activated at minimal time and enjoy many more conveniences.

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Features

Hassle free connectivity No more call drops or patchy coverage while on the move; thanks to the Vodafone network. \ Value for money: Choose from our range of talk plans to suit your needs. From a Lifetime plan to high value plans with inbuilt talk time, we offer you all. Services: Communicate, whenever you want to, not just in plain words, but also in more exciting, innovative yet simple new ways. Choose from our range of services like Caller tunes, Missed Call Information, Vodafone Alerts, Call Filter Service. Easy Payment options Choose from a range of convenient payment options with us. Avail services like Standing Instructions to debit your credit card account monthly and Electronic Clearing System (ECS) to directly debit your bank account for your monthly bill payments. Or just call us to get the payment collected from your doorstep. Other services: We are a one stop solution for handsets, repairs and mobile accessories. We also undertake collection, repair of any faulty handset provided by Clay Telecom and delivery of standby handsets for that period. Conditions apply. Excellent customer service: 24/7 toll free customer care with dedicated account managers.

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STUDENT MOBILE SERVICES: Getting a post-paid mobile connection abroad could be a nightmare for students. They do not have a credit history in their country of stay and could end up paying huge deposits for a local SIM card. Prepaid SIM cards are also inconvenient. Avoid all hassles!

Get a Clay Telecom student mobile connection before departure. We offer international SIM cards for students going to U.K., U.S., Australia, France, Singapore and Germany.

We offer post-paid local mobile numbers with excellent tariff plans and free minutes of talk time. Payments can be made in Indian Rupees. We also offer special offers for parents going abroad to visit their children. With the facilities we offer, huge international roaming bills, expensive call rates, limitations of pre-paid SIM cards and landlines will be a thing of the past for the students. Features: Local post-paid mobile number Free incoming calls in some countries Better than using pre-paid/ calling cards Excellent tariff plans with free talk time Get the number before you leave India Payment in Indian rupees (save your foreign exchange!) Free itemized bills Live a convenient life

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Payments: Payments can be made by the family in India. Therefore you can spend your money on other calls and important expenditure; Whats things more, it will be when your own abroad. personal number. Ideal if you are living on a sharing-basis and wish to maintain your own account: No splitting of Your identity when you are abroad: Give your number to friends, associates and while applying for jobs etc .
CLAY TELECOMONE SIM:

Clay Telecom1 SIM allows an Indian traveller to roam the world with a single mobile connection. Our international roaming SIM card allows you to take your GSM mobile phone overseas, without incurring high roaming charges.

All you need to do is replace your phone's existing SIM card with Clay Telecom1 SIM card when you travel abroad. Receive free incoming calls in 50 countries. With a Clay Telecom1 SIM international mobile service, enjoy seamless connectivity in over 130 countries.

The Clay Telecom global SIM uses Call back technology to ensure you get the lowest rates. It works like your normal mobile phone, with the exception of a minor difference when making a call. Receiving a call on the SIM card is the same as receiving a call on any normal mobile phone.
Features:

One mobile number across 130 countries Receive free incoming calls in 50 countries Post-paid mobile connection with low call charges

Free itemized billing Get the global roaming SIM before you travel overseas Bill payment in Indian Rupees

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Incoming calls are free in the following countries

Australia, Austria, Azerbaijan, Bahrain, Belgium, Bosnia and Herzegovina, Brazil, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Egypt, Estonia, Finland, France, Germany, Gibraltar, Greece, Hungary, Iceland, Ireland, Israel, Italy, Japan, Latvia, Lithuania, Luxembourg, Netherlands, Nigeria, Norway, Oman, Poland, Portugal, Romania, Saudi Arabia, Singapore, Slovakia, Slovenia, South Africa, Spain, Sweden, Switzerland, Tanzania, Turkey, United Arab Emirates, United Kingdom, Uganda and Yugoslavia / Serbia. CORPORATE SOLUTION:

Clay Telecom enables you to stay connected to your business when you are travelling overseas. We offer a full range of voice and data communication solutions that are tailored to fit your particular needs.

In a fast-changing world, we offer customised solutions geared to the customers individual needs. As the customer, you choose products and services that best suit your requirements and budget.

At the core of our approach is a commitment to simplicity. Simplicity drives down cost; it makes it easier to keep everything working; it helps you stay connected in our fastchanging world. Our range of services enables you to communicate effectively with your customers, suppliers and business partners. It helps you to respond faster to competition, as well as ensuring optimum processes and efficiency.

Benefits with Matrix Personalised account manager

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Range of customized tariff plans Economical Up to 85% savings on international roaming expenses Free itemized billing Bill payment in Indian rupees Excellent quality of network coverage 24x7 customer support We understand that the needs of every business are different, so we'll never suggest a onesize-fits-all system. We'll work with you to identify your specific needs, and then create an effective solution that can be scaled, adapted or migrated as your business changes. 3G CARD SLOUTION:

Introduction

Get instant access to your e-mail and internet when travelling abroad. With a Clay Telecom3G data card, you can now work anytime and anywhere; at mobile broadband speeds. Clay Telecom international 3G data cards are the perfect solution if you: Travel regularly - get to your hotel and check your emails Study - get your work done in the library or Wi-Fi hot spots Receive high internet usage bills while travelling abroad.

Plug in our 3G USB modem into your laptop and use the fastest available connection, with mobile broadband speeds of up to 1.8 Mbps. Its neat, compact design makes it easy to use; you can easily swap it between laptops for use at work, home or on the move. Features:
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Work on the move with full email and web access Plug and play with hassle free installation 3G connectivity with excellent coverage Benefits: Cost-effective: 90% cheaper than using Indian data cards abroad Convenience: Freedom to connect; anytime, anywhere Pay in Indian Rupees Get your data card before departure

Clay Telecom International is a unique provider of mobile communication services designed specifically for bulk buyers such as mobile rental companies, event organizers and telecom vendors. B2B SOLUTION: After a decade of successful international SIM card retail business in India, Clay Telecom started its bulk reseller business in 2004. Our goal to meet the changing demands of international mobile rental industry has fulfilled the demand for a single core provider of various international telecom networks for small to medium sized rental companies; at the same time extending Matrixs own client base and geographical reach even further. We deal with the majority of the leading mobile rental companies in the world. Innovative Partnership

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We strive to foster a working relationship where our success is measured by our client's success. Feedback has emphasized satisfaction with the following aspects of our performance: Operational flexibility and excellent responsiveness Partnership approach fostering openness, integrity and trust We view ourselves as a strategic extension of our client's capacity. Who is a bulk buyer? A Clay Telecom bulk buyer is a business partner who collaborates with us to re-sell our product and services to their own client base or establishes a client base with Matrix. Clay Telecom and the partner collaborate by identifying sales opportunities and improve product marketability and profitability. We are open for any kind of possible business model, revenue sharing etc. Clay Telecom aims to redefine the traditional role of a wholesaler from being a supplier to one of a true partner; actively engaged in developing solutions to meet the challenges of the international mobile rental industry. Our bulk sale business model is truly unique. Every solution is tailor-made to your market requirements. In essence, we are a mobile rental company for rental companies.
CLAY TELECOM ADVANTAGE:

Total flexibility for your business: As mobile phone markets continue to change, retaining existing customers while adding new ones requires intelligent, aggressive marketing strategies. Your success depends largely upon retaining and growing your customer base. Clay Telecom can provide your company the backbone to expand your network coverage and help you increase SIM stocks of global networks which is required to enter the market as the low-cost

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player. This will give you the ability to deliver your product to more people, faster and more reliably, and without investment in any costly infrastructure. Key benefits: Worldwide coverage Through direct operator relationships and partner channels, we have got it covered! We can provide country-specific Post-Pay-SIMs for more than 25 networks around the world. Taking the cost out of your procurement system : Clay Telecom covers the complete aspect of purchasing and supply management. Dealing with various international networks is a time-consuming process that can run into months and possibly with no contract at the end. We spend our time and procurement expertise to source SIMs for our multiple clients. In addition there is no minimum order quantity; you can order either one or hundred. Low tariffs: The bottom line is lower calling costs. Our understanding of the mobile rental industry enables us to negotiate better tariffs suitable for you. Due to the high volume of purchase, (in most cases the rates we offer are cheaper than buying directly from the network) and low operating costs (our back offices are in India), we can offer you some of the cheapest call rates. Call volume is Total flexibility for your business: As mobile phone markets continue to change, retaining existing customers while adding new ones requires intelligent, aggressive marketing strategies. Your success depends largely upon retaining and growing your customer base. Clay Telecom can provide your company the backbone to expand your network coverage and help you increase SIM stocks of global networks which is required to enter the market as the low-cost player. This will give you the ability to deliver your product to more people, faster and more reliably, and without investment in any costly infrastructure.
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Key benefits: Worldwide coverage Through direct operator relationships and partner channels, we have got it covered! We can provide country-specific Post-Pay-SIMs for more than 25 networks around the world. Taking the cost out of your procurement system : Clay Telecom covers the complete aspect of purchasing and supply management. Dealing with various international networks is a time-consuming process that can run into months and possibly with no contract at the end. We spend our time and procurement expertise to source SIMs for our multiple clients. In addition there is no minimum order quantity; you can order either one or hundred.
Low tariffs :

The bottom line is lower calling costs. Our understanding of the mobile rental industry enables us to negotiate better tariffs suitable for you. Due to the high volume of purchase, (in most cases the rates we offer are cheaper than buying directly from the network) and low operating costs (our back offices are in India), we can offer you some of the cheapest call rates. Call volume is also regularly analysed to establish destination-specific rates, thus lowering costs to your home country.

No-tie-in contracts -Billing Billing On-time accurate billing is a key factor in the mobile reseller industry. Clay Telecomhas a track record of simplifying and streamlining the complexities of billing from various networks. We can offer a complete solution that covers a wide range of functionality; including rating, reporting and invoicing.
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Support: We provide 24-hour support in English for all networks. You do not have to deal with various languages, time zones or different procedures.

FOR BUSINESS PURPOSE

MOBILE We offer you mobile solutions targeted for your business needs. We create price plans that work for your business along with a range of features.

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VOICE Our voice services give you the right tools, to suit the needs of small, medium and large enterprises and to stay ahead. PRA for COMPANY NAME/Group 1) PRI (PRIMARY RATE INTERFACE) 2) 30 Channels of 64 kbps on 2 pair of wires.

OFFICE SOLUTION: Manage your business more efficiently and effectively, with Clay telecoms Office Solutions, Easy Mail and Data Card. DATA & INTERNET: We bring you a comprehensive suite of data technologies for all your strategic connectivity needs. 1) Analog Phone Line 2) ISDN BRI 3) ISDN PRI DID/DOD Service 4) Host of Value Add Services 5) Voice Mail Service 6) CENTREX Facility

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E-BUSINESS SERVICES We offer you a range of services that help to keep your business running 24x7.

SATELLITE SERVICES We provide you connectivity, where ever you take your business. Our Satellite Services bring you the benefits of access in remote locations.

CARRIER SERVICES Indias first private long distance communications service provider with world-class Voice and Data communication services.

INTERNATIONAL SERVICES Get the communication solutions, your business needs, to stay connected worldwide with our International Services.

STRATEGIES
Segments

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Corporate Segment are accounts with Revenue Potential of Rs. 50K + per month Directly handled by company employees Team located at Okhla / Gurgaon / Noida Office

SME Unlisted Companies in revenue band 10-50K bands. Separate team focusing on same

Commercial Shops / Small Offices etc.

Residential Low ARPU , high Volume residential customers

SME / COMMERCIAL / RESIDENTIAL / PCO team operate from Hubs and are directly handled by outsource employees (ISO) who report to company employees (of respective segment) at the HUBs

Corporate Strategy
In a high decibel competitive environment, the short-term focus is to retain and subsequently maximize revenue share based on relationship building. The Group Synergies of Mobility, Broadband and Long Distance are to be further strengthened and leveraged.

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Non Voice Products such as Audio Bridging and DSL would keep increasing there pie in the Revenue Rupee.

SME Strategy
Each ISO handling 125 Accounts. ISO reporting to AM-SME Concentrated effort on 10-50K identified list. High End DSL and total Telecom Solutions packaged to garner 60% + Revenue Share in first 6 months. Identification of Trade Associations for Acquistion Group pulsing, Centrex, MBP and ISD offerings as key differentiators Break-Ins and Brand Loyalty to be leveraged for acquisition

RWA Strategy

Comprehensive data of RWAs with office bearers, Influential Persons, no. of Clay telecom Telephone customers, ARPU etc.

Almost all RWAs contacted and Centrex activated for more than 100 RWAs Branding at the entrance gates with painting of Gates, provision of Security Guard cabins Relationship building with the RWA thru regular get-togethers, group meetings etc Aggressive Centrex Offer to break the entry barrier

STRENGTHS
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THEIR STRENGTH :
Assets that they have Their network Their customer base Their people

Their Future :
Leading edge where the world is going

Broadband SME and Homes

Their Business Focus :

Operational Excellence Reducing churn Tightening costs Utilizing capacity

Their Culture :
Defining Moments Cut hierarchy to where knowledge resides Act transparently and courageously
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Applaud and celebrate wins

Their process focus :

Being best-in-class Process standardization & Automation

Best practice application Speed and sense-of-urgency

Values & Beliefs :

Responsible :They are responsible for Customers, Employers, Community, Shareholders and Other segments of society

Ethical :Page | 32

They are committed to the highest standards of : Ethics Integrity Honesty and Fairness in their approach

They have respect and concern for individuals : Customer, Employees, Suppliers and Other members of society.

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LITERATURE SURVEY

Today, Indian SMEs understand the critical transformational impact of technology on their business, in an increasingly global setting. In India, small and medium industries play a vital role in the growth of the economy. Small industries have a 40% share in industrial output, producing over 8000 value-added products. They contribute nearly 35% in direct export and 45% in the overall export from the country. They are
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one of the biggest employment-providing sectors after agriculture, providing employment to 28.28 million people. However SMEs in India, which constitute more than 80% of total number of industrial enterprises and form the backbone of industrial development, suffer from the problems of sub-optimal scale of operation and technological obsolescence. Indian SMEs are facing a tough competition from their global counterparts due to liberalization, change in manufacturing strategies and turbulent and uncertain market scenario. Innovation has always been the hallmark of small and medium enterprises. SMEs that integrate innovation can reap significant benefits. Studies conducted by US Department of Commerce, revealed that since World War II, 50% of all innovations and 95% of radical innovations, have come from new and smaller firms {2}. The key process in the economic force of changes, as described by Schumpeter, is the introduction of innovation and culture of innovation in the enterprise. The innovation process is seen as a cycle involving trial and error, where problems, at some stage of development lead to the need for reevaluation of the earlier stage of the innovation process. Economists think theres a missing link in Indias economic evolution. The country leap-frogged straight from being pre-dominantly agriculture-based to a services-led economy. Somewhere in between, the country missed out on industrial development, considered a crucial part of the growth process. But, if there is one part of Indian industry that has the promise to fill this gap, its the small and medium scale sector. This end of the Indian industrial spectrum is following a rather interesting evolutionary trajectory. There are clearly three stages in the growth path followed by the sector in the post-independence history of Indian industry.

The first stage is when most small units were tied to the apron strings of large manufacturers and were essentially suppliers of either raw materials or intermediate products, or were providers of
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other

essential

finishing

products,

such

as

packaging

material.

In addition, there were also some which actually produced most of the products of behalf of the large companies. The big ones would then, after carrying out some desultory quality checks, stamp their name on the product and sell it as their own. This practice was popular among FMCG and durables companies.

Information technology has played a big role in the growth of the services sector, as well as in improving the sectors contribution to GDP. But, fundamentally, a large part of that really flows from a buyer-vendor relationship. Most of Indias leading IT players are actually suppliers of software, data and voice services to large companies based in USA or Europe. But, as the bug of entrepreneurship bit deeper into the Indian psyche, a new breed of small units started taking hold. These were small-to-medium units with new technology, new management practices and new enterprise-wide systems. They saw the world as their market, not restricted by any state or national boundaries, or being tied down to one large buyer.

They realised the necessity of building new brands and invested money in them, scaling up size and manpower gradually. Many of these companies also made either greenfield investments or

small acquisitions overseas. Some of them have today become preferred suppliers to a large number of Fortune 500 companies, and are transiting from their small-medium status to the big boys club. The quest to find the missing link from the Indian industrial continuum probably ends here.

TELECOM SECTOR IN INDIA

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The Indian telecom market has been displaying sustained high growth rates. Riding on expectations of overall high economic growth and consequent rising income levels, it offers an unprecedented opportunity for foreign investment. A combination of factors is driving growth in the telecom market, promising rich returns on investments. India is the fourth largest telecom market in Asia after China, Japan and South Korea. The Indian telecom network is the eighth largest in the world and the second largest among emerging economies. The industry has witnessed an explosive growth in recent years. Teledensity has more than doubled from 2.3 per cent in 1999 to 4.8 per cent in 2002. However, the world average is almost 7.5 times and the Asian average 4.5 times the Indian average. The Indian telecom market size of over US $ 8 billion is expected to increase three fold by 2012. The expansion of the telecom industry in India has been fuelled by a massive growth in mobile phone users, which has reached a level of 10 million users in December 2002, an increase of nearly 100 per cent in 2002. This exponential growth of mobile telephony can be attributed to the introduction of digital cellular technology and decrease in tariffs due to competitive pressures. For the first time in India, the growth of cellular subscriber base has exceeded the fixed line subscriber base. However, cellular penetration is still 1 per cent as compared to world average of around 16 per cent. MACRO ECONOMIC IMPETUS: Over the past 10 years, India has registered the fastest growth among major democracies, having grown at over 7 per cent in four years during the 1990s. It represents the fourth largest economy in terms of Purchasing Power Parity. According to a recent Goldman Sachs report, over the next fifty years, Brazil, Russia, India and China - the BRIC economies- could become a much larger force in the world economy. India could emerge as the worlds third largest economy and of these four countries; India has the potential to show the fastest growth over the next 30 to 50 years. The report also states that, Rising incomes may also see these economies move through the sweet spot of growth for different kinds of

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products, as local spending patterns change. This could be an important determinant of demand and pricing patterns for a range of commodities. The share of the services sector as a percentage of total GDP is also predicted to rise from the current 46 per cent to about 60 per cent by 2020. The boom in the services sector is slated to come from India, emerging as a chosen destination for software and other IT enabled services, tourism etc. According to a Nasscom- McKinsey & Co. Study, by 2008, the Indian IT software and services sector will account for US$ 70-80 billion in revenues; employ 4 million people, and account for 7 per cent of Indias GDP and 30 per cent of Indias foreign exchange inflows.

DEMOGRAPHIC IMPETUS
Population projections from the Planning Commission of India suggest that the share of the working age population (15-64 years) in total population will grow from the current 59 per cent to about 65 per cent, translating into 882 million by year 2020. According to the Vision 2020 document of the Planning Commission of India, the country will witness continued urbanisation.

The urban population is expected to rise from 28 per cent to 40 per cent of total population by 2020. Future growth is likely to be concentrated in and around 60 to 70 large cities having a population of one million or more. This profile of concentrated urban population will facilitate customised telecom offerings from operators. Over the years, spending power has steadily increased in India. Between 1995 and 2002, nearly 100 million people became part of the consuming and rich classes. Over the next five years, 180 million people are expected to move into the consuming and very rich classes. On an average, 30-40 million people are joining the middle class every year, representing huge consumption spending in terms of the demand for mobile phones, televisions, scooters, cars, credit goods and a consumption pattern associated with rising incomes.
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MARKET-SIZE, PLAYERS AND TRENDS :

Today, India has the eighth largest telecom network in the world, which is growing at an overall rate of over 20 per cent. As of May 2004, India had about 43 million fixed lines and 36 million wireless subscribers contributing to the total tele-density of about 7 %. According to Morgan Stanley, the total revenue from the Indian telecom market in financial year 2003 was estimated to be about US$ 9.2 billion. Presently, wireline service contribute about half of the total service revenues. Over the next 5-8 years, however, their contribution is expected to fall to about 30 per cent and wireless services are expected to contribute half the industry revenue. Data revenue is expected to increase from 2 per cent to 8 per cent of total revenues.

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3% 12%

Wireline GS M CD MA

18%

46%

2%

19%

D esticL om ong D istance Iinternational L ongD istance D ata

OPPORTUNITIES

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India offers an unprecedented opportunity for telecom service operators, infrastructure vendors, manufacturers and associated services companies. A host of factors are contributing to enlarged opportunities for growth and investment in telecom: an expanding Indian economy with increased focus on the services sector population mix moving favorably towards a younger age profile urbanization with increasing incomes

Investors can look to capture the gains of the Indian telecom boom and diversify their operations outside developed economies that are marked by saturated telecom markets and lower GDP growth rates. Till recently, the industry believed that while the hike in Foreign Direct Investment (FDI) limits was necessary, it was not a sufficient condition for growth of the telecom sector. With most of the regulatory uncertainty getting over, there is heightened interest in Indian telecom. Further, at a time when global telecom majors are struggling to cope with their losses and the rollout of 3G networks, which has been a non-starter for close to a year now; India, with its telecom success story, represents an attractive and lucrative destination for investment.

CONTEXT
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INTRODUCTION TO FINANCE MANAGEMENT

This will help you understand an overview of the Financial management entails planning for the future of a person or a business enterprise to ensure a positive cash flow. It includes the administration and maintenance of financial assets. Besides, financial management covers the process of identifying and managing risks.The primary concern of financial management is the assessment rather than the techniques of financial quantification. A financial manager looks at the available data to judge the performance of enterprises. Managerial finance is an interdisciplinary approach that borrows from both managerial accounting and corporate finance.Some experts refer to financial management as the science of money management. The primary usage of this term is in the world of financing business activities. However, financial management is important at all levels of human existence because every entity needs to look after its finances. FINANCE MANAGEMENT : PERCEPTION OF THE PROFESSION

Easy and quick way to make money Selling is all about communication skills Serves as a good stop gap arrangement Gives an opportunity to plan and decide market strategy and product planning Opportunity to take jaunts around the country To make large circle of acquaintances Availability of spare time between calls Opportunity to dress and live in style.

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Financial Management: Levels

Broadly speaking, the process of financial management takes place at two levels. At the individual level, financial management involves tailoring expenses according to the financial resources of an individual. Individuals with surplus cash or access to funding invest their money to make up for the impact of taxation and inflation. Else, they spend it on discretionary items. They need to be able to take the financial decisions that are intended to benefit them in the long run and help them achieve their financial goals. From an organizational point of view, the process of financial management is associated with
financial planning

and financial control. Financial planning seeks to quantify various financial resources

available and plan the size and timing of expenditures. Financial control refers to monitoring cash flow. Inflow is the amount of money coming into a particular company, while outflow is a record of the expenditure being made by the company. Managing this movement of funds in relation to the budget is essential for a business. At the corporate level, the main aim of the process of managing finances is to achieve the various goals a company sets at a given point of time. Businesses also seek to generate substantial amounts of profits, following a particular set of financial processes .Financial managers aim to boost the levels of resources at their disposal. Besides, they control the functioning on money put in by external investors. Providing investors with sufficient amount of returns on their investments is one of the goals that every company tries to achieve. Efficient financial management ensures that this becomes possible.

Principles of finance:
Principles. Knowledge of these eight principles is essential for understanding the field of finance. Make sure that you master each of them. 1. Risk-Return Tradeoff
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The higher the risk of an investment, the higher the expected return must be. 2. Liquidity vs. Profitability There is a trade-off between liquidity and profitability; gaining more of one ordinarily means giving up some of the other.

3. Matching Principle (or the Principle of Suitability) The maturity of a firms assets should match the maturity of the firms liabilities, i.e. short-term assets should be financed with short term liabilities; long-term assets should be financed with longterm sources of financing. If you violate the matching principle, you create a problem either of too little liquidity or too little profitability.

4. Leverage Leverage is a magnification of earnings that results from having fixed costs in the company. Simply put, leverage is a measure of the degree of sensitivity of earnings to some other measure. (a) Operating leverage

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A magnification of earnings (Net Operating Income or EBIT) that results from having fixed operating costs in the company. (Examples of fixed operating expenses are salaries, utilities, depreciation, and property taxes.) (b) Financial leverage A magnification of earnings (E.A.T.) that results from having fixed financial costs in the company. (The only type of fixed financial cost considered here is interest expense.) (c) Total or combined leverage A magnification of earnings that results from having fixed costs of any type in the company. Total Leverage = Operating Leverage x Financial Leverage Formulas: Operating leverage is equal to the percentage change in operating income divided by the percentage change in sales. Financial leverage is equal to the percentage change in net income divided by the

percentage change in operating income.

Total leverage measures the percentage change in net income divided by the percentage change in sales.

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5. Time Value of Money Money has a time value. A rational person is not indifferent between having a dollar today or a dollar in the future. Regardless of inflation, a dollar today can be invested and will earn a return over a period of time. 6. Valuation The value of an asset is equal to the present value of its future cash flows. The rate used for the present value calculations (the capitalization rate) should be the minimum acceptable return, given the risk of the investment. Value = Present Value of Future Cash Flows or Value = Future Cash Flows x Present Value Factor

7. Bond Prices vs. Interest Rates There is an inverse relationship between market interest rates and the price of existing fixed income securities. e.g., as interest rates rise, prices of existing bonds will fall. 8. Portfolio Effect (or Diversification)
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As assets are added to a group (portfolio), the risk of the total portfolio decreases. This will be true as long as the correlation of the asset being added and the portfolio is less than +1.0.

FINANCIAL HABITS OF HIGHLY SUCCESSFUL SALES PEOPLE

Habit 1: Be ProactiveRecognize how choices based on personal experience or beliefs can profoundly impact your effectiveness, both positively and negatively

Habit 2: Begin with the End in MindDevelop a clear definition of what is and is not important to you by creating the most important roadmap you'll ever have: Your Personal Mission Statement

Habit 3: Put First Things FirstIncrease the balance and fulfillment of your professional and personal life by investing a few minutes each day in the same planning process used by many of the world's most successful people

Habit 4: Think Win-WinBuild a team that finds faster and better solutions through clear expectations, shared responsibilities, and an understanding of priorities Habit 5: Seek First to Understand, Then to Be UnderstoodDevelop the skills of effective communication that lead to greater influence and faster problem solving Habit 6: SynergizeValue and celebrate differences and understand how they contribute to more innovative and intelligent solutions Habit 7: Sharpen the SawMaintain and increase your newfound effectiveness by continually renewing yourself mentally and physic

Planning : Planning is looking ahead on the basis of the present and the immediate past.
The plan of action is the result envisaged the line of action to be pursued, the stages to be gone through and the methods to be employed. Planning includes the objectives and scope of the business. In large businesses, we usually have an annual plan. In conformity with this one, monthly, weekly, daily plans also simultaneously operate. These forecasts all merge into a single plan operating as

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a guide for the whole concern. The plan should be one and continuous and flexible and as exact as possible.

Control : The next important task of the manager is control. Control watches that the program
and standards are adhered to, whilst planning lays down the program. It operates on all fields of management including sales. Control operates on everything Things, People and Actions.For control to be effective, it must be done within reasonable time and must be followed by rewards / punishment.

ASSERTIVENESS :
If the sale has to be continuous, one must master the skills use them and sharpen them. The approach used on assertiveness here is by and large commonsense approach like what the skill is, its benefits, process etc. Negotiation is once again linked with the professional aspects of sales management covering styles, process and characteristics of effective negotiation.

Assertiveness Basic Skills : Be Specific Be Honest Be Straightforward Appropriate body language, which confirms the verbal message Be prepared to withdraw & to re-group
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Buy time Criticize the task not the person Be prepared to listen Be prepared to negotiate if appropriate Learn to agree to disagree Play the broken record when needed

Acknowledge own mistakes Be well prepared

NEGOTIATION: A process for arriving at an exchange of value that satisfies the interests of all parties involved. This definition may not be exactly what you perceive to be negotiation. Many people believe that there is a winner and a loser in negotiation, but this is not always true. In a successful negotiation between two people it is possible for both parties to end up with very satisfying results. It is important to note that negotiation is not only about outsmarting your opponent, but is about reaching a reasonable agreement.

Process of negotiation:
CREATING THE CLIMATE: This means that, the negotiation process begins long before two or more people actually sit down across from each other at the bargaining table & the key to the climate of negotiation lies in what happens within the opening moments. At the beginning of a negotiation, in as little time as seconds, a climate is created. From the opening minutes to the very end of a negotiation a significant amount of non-verbal communication takes place.
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PREPARATION : If you think preparation is a waste of time, think again ! When dealing with negotiation, there is no substitute for adequate preparation. Certain situations may have time constraints and depending on the negotiation the length of preparation differs. PROPOSAL : It is a crucial part of negotiation process. Put forward something with as little emotion as possible. Do not start speaking until you have something relevant to say. Pay close attention to the proposal of the other party. Use humor when appropriate but do not try to be cleaver.

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RESEARCH OBJECTIVE :
The first and the foremost step in any marketing research project is to define the objective i.e., the researcher should take into account the purpose of the study {main objective}, the relevant information needed and how it will be used in decision making/ background information. Once the problem has been identified and the researcher set the objective and, the research can be designed and conducted properly. The basic objective of the marketing survey was: To understand projected requirement in 6 months. To analyze total telecom spend by small medium enterprises.
To analyze Clay telecom share within SMB segment.

For this purpose we have designed a questionnaire and had it filled by the method of direct personal interview with corporate people. We have a sample size of 150, which we analyzed and concluded by giving our suggestions to the players in the industry.

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TYPES OF RESEARCH CONDUCTED

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Types of Research Conducted

Exploratory research: Exploratory research is to explore or search through a problem or situation to provide insights and understanding. Exploratory research could be used for following purposes:

A review of market research to identify the relevant factors that influence customer. Interviews with industry experts to determine the preference and satisfaction level
among them.

A comparative analysis of pros and cons of services provided by different service

providers to gain some idea of the factors that influence better performance.

To determine the factors that customer consider important in selecting services.

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RESEARCH METHODOLGY

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RESEARCH METHODOLGY :
Tactical Information Systems are designed to support recurrent decision making situations therefore the information requirements can be determined ahead of time. This allows for reports to be produced regularly and in predetermined format(s). Generally aimed at operating and control levels of the organization this precludes they are being prepared by top-level management.

First we identify the Target population; it is the collection of elements or objects that posses
the information sought by the researcher and about which inferences are to be made.

Now we look for the Sample frame; it is the representation of the target population. It usually
is a list of population members used to obtain a sample. We took a sample size (the number of elements to be included in the study) of 150.

Then we selected the Sampling techniques being used.

Selecting sampling techniques involves several decisions of a broader nature. The researcher must decide whether to use non-probability sampling or probability sampling also whether to use sampling with or without replacement.

METHOD USED :
Market research by collecting information, data, observations using disguised mediums from the Marketing Executives.

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SOURCES OF INFORMATION :
A. B.

Primary From Questionnaires during the market research. Secondary From Office documents, manuals and websites of the company.

SAMPLE SIZE :
As the survey of the entire population is not possible and feasible to conduct due to time and cost constraint, we have taken a sample size of 150 which represents the entire population.

SAMPLING TECHNIQUE :
AREA SAMPLING A common form of cluster sampling is area sampling, in which the clusters consists of geographic areas, such as counties, blocks, etc. This technique was used because only the region of SouthDelhi was taken for the study.

PLACE OF STUDY :
Place of the study were all the major parts of South Delhi and Gurgaon. Areas Undertaken : Haus Khauz Saket Vasant Kunj Greater Kailash I , II Green Park Main , Extension
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South Extension Part I , II Ladoo Sarai Safdarjung Enclave

Mehrauli Vasant Vihar Bhikaji Cama

Procedure of the study :

A database of Small Medium Business (SMB) customers was given by the company which included all the details i.e name, contact number and office address of the concerned person.

1. During this process we looked for an appointment with the concerned person to collect relevant information by questionnaire.

2. The data collected was analyzed & we approached the clients with our plans & proposals.

By knowing such information we can categories the company into the desired category and target the company in the future.

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Daily Call Report, Expense statement etc. On-line retrieval is achieved through invoking programs, which incorporate the routines necessary to retrieve the data and the predetermined formats for presenting it.

Analytical Tools Used:

SPSS Microsoft Excel

How we identify the Corporate/Potential accounts?

They are categorized on the basis of revenue, which they pay towards the monthly bill. So the base line is that the accounts which are paying between Rs. 20,000 and above towards their monthly bill on landline and broadband. Accounts that can also have sister concern are taken composite i.e revenue produced by the entire sister concern, and then only we can categories in to the CORPORATE ACCOUNTS.

Importance Of Data :
To be useful the various information systems must be integrated the factor that best relates the various systems is data.

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A Tactical Information system is constructed around a common core of data collected because of its potential use to the area that collects it and because this data is a resource for the entire organization. Data is often organized in a database since the database receives inquiries from all over the organization, it acts as a centre for the network of information flows. Not all data is maintained in a database some information is needed only within their own files. If other sections within the organization require the data then it is wise to incorporate it into the corporate database(s).

Daily report : This is a very vital tool for any organization. As the sales people are mostly in
the market, it is very difficult to actually see them working. Thus daily report helps in informing the company about the customers met by rep on that particular day and the business transacted. The daily report helps in assessing the number of customer met by the sales person on

a particular day. Normally each organization has a list of pre-identified customers for a particular territory, be it a multinational company or a small company. A daily report always contains the name of the sales rep or the employee code number, the date, the market worked during the day, names of customers met or the code numbers of the customers, the products for which met or the codes of the products , the orders taken during the day.

ROLE OF FINANCIAL PERSONNEL DURING RESEARCH Role

To meet the sales objectives and targets. To call on customers as per the calls planned. To plan sales presentation To maintain and upgrade customer relationships
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Collection of overdue accounts as advised by credit department To maintain customer record card To process orders promptly Maintain weekly reports Submit weekly reports Exhibit honesty while dealing with the customers To abide by the company policy while making a call Prepare call objectives Study about clients profile and prepare a note on it Insure that you know what are you going to talk about Explain Call presentations Develop selling skills

Techniques to achieve objectives of the call Listen to what your client says Do post call analysis To participate in the formulation of the policy

Donts
Dont cut short your representative
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Dont interrupt Dont brag

Dont project false picture Dont hasten up Dont neglect the clients view Dont contradict any statements Dont behave in ruffled fashion

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QUESTIONNAIRE

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SAMPLE SURVEYS
SWOT Analysis on the basis of the research undertaken: Strengths:

It has got a popular and widely accepted brand in the name of Clay telecom. It has got a superior technology e.g. copper & optical fiber network, underground Cabling, digital subscriber lines in the case of internet.

Its value added services are the major assets that it has. Clay telecom has got a very sound database of informations etc.

Weaknesses:
The sales people are not at all competitive and make wrong commitments. The billing system is not perfect and the customer care needs more focus & attention. Proper research work is not done before penetrating the others market.
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The customers are not aware of the value-added services. It has not covered the entire area in its own circle as yet etc.

Opportunities:

Clay telecom Landline & broadband has got only one major competitor that too in government sector in the Form of MTNL in Delhi and BSNL in other regions.

There is no private player around doing the same business that of wired landline telephony. It has got a subscriber base of only few lakh and it has got the whole lot of market to explore.

India is fastly becoming a telecom hub and landline phones are still the basic requirement of the customers etc.

Threats:
It has not paid any dividends since its corporation and does not anticipate paying any dividends for the foreseeable future.

Competition from WLL technology may adversely impact the impact the companys revenues. Indian customer may be willing to subscribe to limited mobility using WLL to take advantage of the lower call charges.

Lower call rates of other telephone operators are a major threat. Increase of foreign direct investment in telephone industry may also become a threat, due to arrival of new players.

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COMPETITOR ANALYSIS

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COMPERETIVE ANALYSIS

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Operators Fixed, CDMA and GSM

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8 Operators

6 Operators
FIXED LINE
BSNL(State owned) MTNL(State owned) (Touchtel) Tata Telecom HFCL Shyam Telecom

6 Operators GSM
Bharti BPL BSNL Hutch Idea MTNL Reliance Spice Telecom

WLL / CDMA
BSNL MTNL Reliance Shyam Telecom Tata Telecom HFCL

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COMPARISON
OLD TECHNOLOGY
Analog Environment Frequent breakdowns For each line one pair of copper is involved. For 100 lines, 100 Pairs of copper cable to be managed.

NEW TECHNOLOGY
Digital Environment. Rugged System. For 30 Lines, 2 pair of copper cable is required. Call setup time negligible. Voice Clarity. Flexible Numbering Scheme.
Direct Landing Number to each extension.

FIXED LINE SEGMENT

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A monopoly sector controlled by Government until 1996 Today 6 service providers, 2 State Owned, rest private Subscriber base 43, 18 million (May 2004) Sector growth slowed since mobile tariffs fell Only 1, 83 million subscribers are added over last one year (May 2003-May 2004) Increased competition from CDMA Services.

BROADBAND AND TELEPHONE

Bandwidth provided : 64 kbps to 2 Mbps Technology used : Internet via cable and DSL Market segment targeted : SOHO and SME segments Area of Operation : all over India

DISHNET DSL:
Providing broadband service since : January 2000 Bandwidth provided : 64 kbps to 2 Mbps Technology used : ADSL (Asymmetric Digital Subscriber Line)
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Market segment targeted : Residential and commercial (small, medium and large offices, corporate) Area of Operation : Ahmedabad, Ahmednagar, Akola, Bangalore, Baramati, Bhopal, Calicut, Chennai, Coimbatore, Delhi, Erode, Faridabad, Ghaziabad, Goa, Gurgaon, Hubli, Hyderabad.

SATYAM INFOWAY
Providing broadband services since : January 2000 Bandwidth provided : 64 kbps to 25 Mbps Technology used : Wireless broadband Market segment targeted : Corporate Area of Operation : Chennai, Delhi, Hyderabad, Mumbai and Pune

SPECTRANET
Providing broadband services since : September 2000 Bandwidth provided : 64 kbps to 155 Mbps Technology used : Internet through cable, DSL, IP VPN, leased-line access, with connectivity options (DSL, pure fiber, coaxial, radio and Ethernet) Market segment targeted : Corporate, SOHOs, SMEs, institutions and House holds Area of Operation : NCR South, South West, Central Delhi and Gurgaon. Being extended towards North Delhi.

BSNL
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Providing broadband and telephone Bandwidth provided : 256 kbps to 512 Mbps, 2Mbps to 8 Mbps Technology used : Internet through cable, DSL, IP VPN, leased-line access, with connectivity options (DSL, pure fiber, coaxial, radio and Ethernet) Market segment targeted : Corporate, SOHOs, SMEs, institutions and House holds, CIC and Government Departments

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ANALYSIS

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ANALYSIS ON LANDLINE MARKET SHARE

45 40 35 30 25 20 15 10 5 0 40.3 30.6 17.6 11.5 %Us ing Ma trix MT /BS NL NL Reliance T ata

This question shows that in present scenario BSNL/MTNL has the largest market share in the SMB (Small Medium Business) sector. Analysis revealed that over 40.3% of companies are

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using BSNL landlines. This analysis shows that Clay telecom should focus on the landline share by providing better services and schemes to attract more and more customers.

ANALYSIS ON COMPANY PAID MOBILE

60 50 40 30 20 10 0 19.7 11.1 8.8 %Using 4.2 56.2 Matrix Vodaphone R eliance Idea Other

This question shows that in present scenario Clay telecom has the largest market share in the company paid mobile sector. Clay telecom should continue providing better services and schemes to attain there position in mobile sector.

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ANALYSIS ON BROADBAND MARKET SHARE

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35 30 25 20 15 10 5 0

12.3

34.5

22.6 30.6 %Using

S pectranet

Clay Telecom MTN L S pectranet H athw ay

ClayTelecom

Analysis shows that 34.5% of SMBs customers uses Hathway broadband services due to which it has largest market shares.

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Percentage Of Satisfied Customers Of Clay telecom In Corporate

2% 10 % 88%

S atisfied Not S atisfied Can't S ay

Analysis shows that 88% customers are satisfied with the services provided by Clay telecom where as only 10% are unsatisfied.

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Percentage Of Calling Pattern

80 60 70.8 40 20 0 %Us ing

This question shows that 70.8% local calls are done more than STD and ISD . So Clay telecom should focus on providing better call values and schemes on local calls to attract more customers.

L l oca SD T 9.1 20.1 SD T L l oca IS D IS D

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BENEFITS OF CLAY TELECOM INTERNET SERVICE

High Speed Access Get the advantage of the quickest and easiest access to the Internet. On the state of the art Clay telecom network you can transfer data up to 155 Mbps. Service Level Guarantee

We guarantee service availability and network latency, or extend your service for free as per Service Level Guarantee. Scalability

Free yourself from the constraints of limited bandwidth by choosing from our wide range of access speeds (64 Kbps to 155 Mbps) to cater to your needs. 24*7 Network Monitoring and Technical Support

Our 24*7 network monitoring ensures your network runs smoothly. A 24*7 technical support team is dedicated to you round the clock to resolve any technical problems you may encounter and ensures that service is delivered as per Clay telecom Service Level Guarantee. Integrated Solution Approach

Our Enterprise Services is an end-to-end communications solutions provider, giving customer centric integrated service. We have the expertise and the experience in the field of providing flawless Internet connectivity. Network

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We have a completely managed IP network that builds a converged platform to run all enterprise solutions. The entire backbone is built on trusted names like Cisco and Juniper to provide data capacity in terabytes and high routing/switching speed. Muti tier network architecture is

designed to avoid single point of failure and offer highest network availability. Scalability in no time is the highlighting point of our network. All the Internet core routers in the ISP backbone are connected in a Star topology and are using OSPF routing protocol. To communicate with external world, the EBGP-4 protocol is used at the international gateway egress routers.

CONCLUSIONS & FEEDBACK

More than anything, is all about relationships. We value our customers concern for quality, timely delivery & top-class support.
is first company of private sector, which got license for landline telephone service in India. After many years of monopoly of BSNL first time in India any private started this service in private sector so is enjoying this factor very well and also doing well in this area. Now BSNL getting tough competition in this area and this is very good for customer that company is giving better services in landline telephone. Clay telecom is providing lots of Value Added Services. Clay telecom is doing very good in this business and it looks it will do very good in this business. As in our research we saw more than 90% of Clay telecom customers are satisfied with the services of Clay telecom.

Observations and Findings:

Clay telecom has attained a position in the market such that new customers prefer Clay

telecom services than BSNL.

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 BSNL is still having the biggest share in the market in the field of landline. It is still

providing service to the old and big firms.

Corporate customers of Clay telecom are satisfied by the services provided by the

company. Most of the customers are unaware of the value-added services provided by the company. Customers sometimes become rude due to their bad experiences with Mobile services. Clay telecom has covered most of the commercial areas but there are still some areas to be covered.

How Clay telecom has an edge over competitors in penetrated market ?

Dedicated customer care team 24*7 Dedicated switch circle wise 24*7 Large network area

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SUGGESTIONS :

Educate customer on the benefits of Value-added services. Company should make more promotional campaign in commercial areas.
Strategic Partnerships with leading Global Telecom Service Providers & Investors.

Know our areas of strength and areas of improvement.

Design Individual Development Plans so as to convert areas of improvement to areas of strength. Identify the competencies required at different levels. Identification and development of employees for future roles and responsibilities.
Customer care services provided to the active customers should be more efficient towards

the problem solution.

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THANKS NOTE :
I keep on learning about the present scenario in the field of communication. I have gained knowledge about the technology used by the company.

At our college we learn most of the things theoretically, which does not provides sufficient information about the subject, and students remain unaware of the problems and errors when they go to the field. This practical training has provided us the knowledge about various technologies in the communication field. I am highly grateful & thankful to the CLAY TELECOM family for the support and guidance .

Abhay Pandey

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BIBLIOGRAPHY

BOOKS:

I m pandey financial Management Naresh K. Malhotra Marketing Research

INTERNET SITES:

www.Clay telecom.in www.google.com www.economicstimes/archive.com

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