LOVELY

PROFESSIONAL
University

SUMMER TRAINING PROJECT

REPORT
TATA COMMUNICATIONS INTERNET SERVICES
LTD.

SUBMITTED TO:
Mr.Sachin Chaturvedi
Branch Manager
TCISL
SUBMITTED BY:
Manisha narang
BBA(3rd SEM)
Lovely professional university
 ACKNOWLEDGEMENT

Any accomplishment requires efforts of a lot of people & this work is no

exception. I feel privileged to Mr.Sachin Chaturvedi, Branch Manager of
Tata Communications Internet Services Ltd, Chandigarh without whose
able guidance, Co-operation & Supervision the present study could not
have taken its present form.

I wish to thank as well as Mr.Vikas Kapoor (Territory network manager)

for his inspiration & valuable suggestions during this study.
I wish to thank Mr. Varun Sharma(CS Executive),TCISL for his
suggestions & encouragements from time to time.
My thanks are due to all the employees of Tata Communication Internet
Services Ltd ,Chandigarh for their help & support.

I would also thank my parents, my friend Akashdeep Singh & Anshu

Girdhar for their support & encouragement.

2
 TABLE OF CONTENTS

Chapter No. Subject Page No.

Ch.-1.0 Executive Summary………………………….4

Ch.-2.0 Research Methodology……………… ……....6

1.1 Primary Objective(s)…………………..6
1.2 Scope of the Study…………………….7
1.3 Limitations…………………………….7
Ch.-3.0 Introduction to industry……………………....8
Ch.-4.0 Introduction to Tata group……………………12
1.1 Management of Tata group……………...13
1.2 Its companies……………………………15
Ch.-5.0 About TCISL………………………………….19
5.1 History of TCISL………………………...19
5.2 Company Profile……………………….....20
5.3 Organisation structure………………….....25
Ch.-6.0 Customer service department………………….26
6.1 Introduction……………………………….26
Ch-7.0 Experience of customers……………………….27
7.1 customer problems…………………………28
7.2 Resolution process(connectivity issues)…...29
7.3 Resolution process(billing issues)……..…..30
7.4 Resolution process(other problems)….........31
7.5 Suggestions………………………………...32
Ch-8.0 TATA comes with WIMAX…………………..36
8.1 Introduction To WIMAX……….....………37
Ch-9.0 Acceptance of WIMAX………………………..43

3
EXECUTIVE SUMMARY:

Being in touch with customers needs is….....always important.but perhaps

it becomes more important when needs are changing.
As a natural extension of any business,the customer support allows it to
take the pulse of whatever market they move into and provide the right
technology to its customers.Only the customer support can become the
backbone of any company and can be used as a greatest tool in its growth.
The objective of today’s industrial organizations should not only be to
produce goods and render services for achieving the economic goal but
they should also nurture a crop of healthy customer relations that are
fortified with trust and respect.Because In today’s era:

“It is not the cash that fuels the journey to the future, but
ultimately it’s the customers that can shape a company’s
future.”

The purpose of this report is to analyse the trends in the region regarding
the inclination of the customer towards new technology launched as well
as the distribution of the clients of TATA in comparison with other
competitors.
The basic objective of this report is to analyse the customer satisfaction
with TATA for their previous services.And the reasons behind such a
level of customer satisfaction.

After going through this report of mine the reader will be clear about all
the facts related with the customer services what TATA is providing to its
customers.

4
Beginning with a brief introduction to the industry and the role of TATA
in transforming the industry and the services in the country, the report
clearly shows that how TATA is contributing towards the economic
growth of the country. It gives a brief information about the TATA group
and its companies. This report discusses commendable and never stopping
improvement of TATA COMMUNICATIONS INTERNET SERVICES
LTD. From its glorious heritage to its current place in the market. Then
one can come to the structure of the organisation. The main emphasis in
this report is laid on the customer service department of TCISL. This
report can help the company to know and focus on the areas where they
need to improve as it discusses all the reasons behind all the problems.
The globalized business scene is getting complex day by day with mega
mergers, acquisitions, expansions and globalization becoming a part and
parcel of organization activity. and in such an era one really needs to take
care of customer satisfaction level of the company. The rule of a
successful business is:

“You can’t buy your customers You must earn them.”

To say all in one this report is a brief description of the services that
TATA is providing to their customers and what more should be done to
retain our customers. Adding more into this report it discusses many facts
and observations in concern of the new technology “WIMAX”.

5
Research Methodology:
For the purpose of presentation of the facts concluded herein, the
following methods were employed:
• Telephonic conversation with the customers
• Interviews with the employees
• Observation of the customer reactions as well as issues faced by
them from the point of view of the customer support executive as
well as attending the incoming customers and recording the
observations
• Calling the customers for retention was another activity that

emerged as a major source of genuine customer grievances.

• Personally calling the customers to have the general customer
perception of WIMAX.
• To further delve into the details of possibilities of WIMAX and its
acceptance with the customer (existing as well as prospective),
thorough analysis of the data collected from the sales department
was undertaken. This resulted in some very interesting conclusions
that have been summarised in the report.

Primary Objective:

• To know the customers inclination towards the new technology –

WIMAX.
• To analyse the customer base of TATA with respect to its

competitors.
• To analyse the customer distribution across various business sectors

and look for prospective customer base for WIMAX

6
Scope of the Study:
The study will help us to reach conclusive results regarding the following
• Customer Satisfaction Level
• Various problems being faced by the customers
• Scope of improvement of Customer Support Issues
• Extent of Acceptance of WIMAX
• Main areas where most of the marketing resources should be
concentrated to market the new products effectively.

Limitations of the Study:

Every research work suffers from some inherent and some universal
limitations that reduce the accuracy of the research.
• The actual Acceptance is influenced by the expertise of the sales

personnel who is interacting with the prospective customer.

• The sample size also influences the quality of conclusions because a
small sample may not present a correct measure of market pulse.
Also a large sample taken over a large geographical area may
ignore the regional variations. Such variations may be the key to
specialised marketing and hence, more closings.
• The study does not cover the effect of future marketing efforts on

the customer.
• We are able to analyse the general trend in the consumers over the
three key locations covered. But the study cannot come up to any
conclusion regarding the causes of such trends.
• The study cannot deduce the extent of faithfulness of existing
customers who have provided a positive feedback to WIMAX.

7
INTRODUCTION TO THE INDUSTRY:

Telecom industry is one of the fastest growing sectors in India with a

lot of activity happening in that space nowadays with the entry of global
players like the Vodafone, Airtel, Tata, Reliance, connect etc. The stage
is set for a battle as the players roll up their sleeves for a tough battle for
who gets a larger chunk of one of the largest and fastest growing sector
in the world. At this time it becomes very interesting to keep an eye on
the changes that are happening in the competitive landscape of this
industry and share and increase our knowledge about the sector.

With the Telecom industry booming and with lots of players coming in
for this big industry in India, there is a fierce competition among all the
players. All are trying their means to grab the loyalty of the customer
through various means; differentiation is one of the key factors

How the industry stands Today?

The telecom industry has been growing at a scorching pace in the

recent years. We have moved decisively from an environment that
was monopolized by state owned companies, and in which there was a
huge unmet customer demand for telecom services, to one that is
characterized by intense competition among several players, and
availability of quality telecom services on demand at very affordable
prices. Much of this has happened because of the wireless revolution
taking place in the country, as is happening globally. The global
telecom industry which was in phase of recession in the recent years is
now looking up.

8
Wireless dominance is the governing theme, with the wireless
subscriber base taking over the wireline subscriber base in 2008.
Increasingly, wireline subscribers are expected to cut the cord and
migrate to wireless, while new users will pick up the wireless as their
first phone. Wireless has been the principal growth engine. In the
context of wireline broadband the country is in infant stage and it is
only in the medium term that one expects the wireline broadband
services to take off.

The global wireless revolution has made its presence felt in India also.
Just like the other parts of the world it has been the principal engine
for growth in the telecom sector. In the last 3 years, two out of every
three new telephone subscribers were wireless subscribers. In fact, in
certain pockets of the country, the wireless subscribers already
outnumber the wireline subscribers, mirroring the global trend.

9
Road to Future:

The wireless revolution will increase its pace and the factors that have
been responsible for its growth will carry it further. The wireless data
services will act as a revenue stream for the wireless operators. With
further rollout of wireless broadband, backed by the provision of
compelling content services, broadband revenues will comprise a key
portion of the total telecom pie in the future.

Scale and integration will be the key drivers of future consolidation.

Wireless is increasingly going to become a volume game with thin
margins. Hence, small operators with low economies of scale will not
be viable as cost per minute will be very high for them. Therefore, one
will see smaller operators consolidating among themselves or merging
with large operators. The future market will be characterized by high,
competition and churn and the winners will be distinguished by how
they address these challenges. They will have to juggle between
achieving economies of scale, efficient network management,
increasing operating margins & attracting and maintaining subscriber
base.

The future value will reside in ownership of customer relationship and

provision of diversified services. This implies a trend towards bundled
service offerings. For provision of bundled services, operators will
need to have strategic alliances with intermediaries through whom
traditional commercial transactions can be executed. Operators with
the best interface strategies will succeed in maintaining the customer
loyalty.

10
 Full Service Internet
Wireline Pay TV
Wireless

Triple Play Internet

Wireless Wireline

Wireline Bundling of Services

Internet Basic Bundling

The operators need to rapidly grow their subscriber base while

simultaneously maintaining customer loyalty. The ability to segment
customers, identify the best among them and maximize their value
will determine success.

To summarize it all in one go one can safely say:

India is at the inflection point of a different growth trajectory and one

can see it bridging the gap with China. With the regulatory
environment stabilizing, competitive landscape becoming clearer, and
increasing global confidence in the Indian economy, India is poised to
have the second largest telecom network after China in the next 5 to 7
years.

11
INTRODUCTION OF TATA GROUP
Tata is a rapidly growing business group based in India with significant
international operations. The Group employs around 350,000 people
worldwide. The Tata name has been respected in India for 140 years for
its adherence to strong values and business ethics.

The business operations of the Tata Group currently encompass seven

business sectors: Communications and Information Technology,
Engineering, Materials, Services, Energy, Consumer Products and
Chemicals.

The major companies in the Group include Tata Steel, Tata Motors, Tata
Consultancy Services (TCS), Tata Power, Tata Chemicals, Tata Tea,
Indian Hotels and Tata Communications Internet services limited(TCISL).

The Group’s major companies are beginning to be counted globally. Tata

Steel became the sixth largest steel maker in the world after the
acquisition of Corus. Tata Motors is amongst the top five commercial
vehicle manufacturers in the world and has recently completed the
acquisition of Jaguar and Land Rover. TCS is one of the leading global
software businesses, with delivery centres in the US, UK, Hungary,
Brazil, Uruguay and China, other than India. Tata Tea is the second
largest branded tea company in the world, through its UK based
subsidiary Tetley. Tata Chemicals is the world’s second largest
manufacturer of soda ashR. Tata Communications Internet services
limited is one of the world’s largest wholesale voice carriers.

12
MANAGEMENT OF TATA GROUP:

The Tata Group is headed by Group chairman Ratan Tata. The Group
Corporate Centre (GCC) is the top decision-making body of the Tata
Group. Each company has its own management.

Values and purpose:

Leadership with trust.

Purpose:
At the Tata Group our purpose is to improve the quality of life of the
communities we serve. We do this through leadership in sectors of
national economic significance, to which the Group brings a unique set of
capabilities. This requires us to grow aggressively in focused areas of
business.

Our heritage of returning to society what we earn evokes trust among

consumers, employees, shareholders and the community. This heritage is
being continuously enriched by the formalisation of the high standards of
behaviour expected from employees and companies.

The Tata name is a unique asset representing leadership with trust.

Leveraging this asset to enhance Group synergy and becoming globally
competitive is the route to sustained growth and long-term success.

Five Core Values:

The Tata Group has always sought to be a value-driven organisation.
These values continue to direct the Group's growth and businesses. The
five core Tata values underpinning the way we do business are:

13
 Integrity: We must conduct our business fairly, with honesty and

transparency. Everything we do must stand the test of public

scrutiny.
 Understanding: We must be caring, show respect, compassion and

humanity for our colleagues and customers around the world, and
always work for the benefit of the communities we serve.
 Excellence: We must constantly strive to achieve the highest

possible standards in our day-to-day work and in the quality of the

goods and services we provide.
 Unity: We must work cohesively with our colleagues across the

Group and with our customers and partners around the world,
building strong relationships based on tolerance, understanding and
mutual cooperation.
 Responsibility: We must continue to be responsible, sensitive to

the countries, communities and environments in which we work,

always ensuring that what comes from the people goes back to the
people many times over.

14
ITS COMPANIES

The Tata family of enterprises comprises 98 companies in seven business

sectors. This section lists all these companies under the sectors in which
they operate, besides the two promoter companies of the Group.

 Promoter companies
 Global operations
 Seven business sectors

Promoter companies
Tata Sons
 Tata Financial Services
 Tata Quality Management Services

Tata Industries
 Tata Interactive Systems
 Tata Strategic Management Group

15
Global operations
 Tata Africa Holdings

 Tata AG

 Tata Enterprises AG

 Tata Incorporated

 Tata International

 Tata International AG

 Tata Limited

 Tata Precision Industries

 Tata Tea Inc

Seven Business Sectors

Engineering, Materials, Energy, Chemicals , Services ,Consumer products
,Information systems, communications

ENGINEERING:

Automotive:
Tata Auto Comp Systems Tata Motors

Engineering Services:
Tata Projects

TCE Consulting Engineers

Voltas

Engineering Products:
TAL Manufacturing Solutions

TRF

16
MATERIALS:

Composites:
Tata Advanced Materials

Metals:
Tata steel

ENERGY:

Power:
Tata BP Solar India

Tata Power

Oil And Gas:

Tata Petrodyne

CHEMICALS:

Pharma:
Rallis India

Tata Chemicals

Tata Pigments

SERVICES:

Hotels And Realty:

Indian Hotels (Taj group)Tata Housing Development Company

Tata Realty and Infrastructure

Other Services:

17
Tata Services

Tata Quality Management Services

Tata Strategic Management Group

CONSUMER PRODUCTS
Tata Tea
Tata Ceramics
Tata McGraw Hill Publishing Company
Titan Industries

INFORMATION SYSTEMS AND COMMUNICATIONS

Information Systems:
Tata Consultancy Services
Tata Business Support Services
Tata Technologies
Tata Interactive Systems

Communications:

Tata Sky

Tata Teleservices

Tata Communications Internet services limited

Tatanet

18
GLORIOUS HERITAGE OF TATA
COMMUNICATIONS INTERNET
SERVICES LIMITED:
In 1932 the two merged to form Indian Radio and Cable Communications
Co. (IRCC).

In 1986 VSNL (Videsh Sanchar Nigam Limited which translates to

Overseas Telecommunication Corporation Limited in English) was
incorporated as a wholly owned government entity.

In 2000 Tata Group acquires a controlling stake in VSNL, Tata Indicom,

the umbrella brand for Tata Telecom Services, starts operation.

In 2002 The Indian Government privatized VSNL. Tata Group holds 46%
stake in VSNL, The Indian government holds 26% stake.

In 2004 VSNL International is launched.

In 2005 VSNL acquires Tyco Global Network, becoming one of the

world’s largest providers of submarine cable bandwidth.

In 2006 VSNL acquires Teleglobe, growing its global reach, operational

strengths, and deep carrier relationships.

In 2007 Tata Group acquires a controlling stake in Neotel, the No 2

Provider in South Africa.

In 2008, Tata Communications Internet services limited became the

unified global brand for VSNL, VSNL International, Teleglobe, Tata
Indicom Enterprise Business Unit, and CIPRIS.

19
COMPANY’S PROFILE:

ABOUT TATA COMMUNICATIONS

INTERNET SERVICES LIMITED

The Tata Communications Internet services limited headquarters at Fort,

Mumbai.

Tata Communications Internet services Limited along with its global

subsidiaries (Tata Communications Internet services limited) is a leading
global provider of the new world of communications. The company
leverages its Tata Global Network, vertical intelligence and leadership in
emerging markets, to deliver value-driven, globally managed solutions to
the Fortune 1000 and mid-sized enterprises, service providers and
consumers..

Tata Communications became the unified global brand for VSNL, VSNL
International, Teleglobe, Tata Indicom Enterprise Business Unit and

20
CIPRIS in February, 2008. The company is now the number one global
international wholesale voice operator and number one provider of
international long distance, enterprise data and internet services in India.

The Tata global network encompasses one of the most advanced and
largest submarine cable networks, a Tier-1 IP network, connectivity to
more than 200 countries across 300 PoPs and more than one million
square feet data centre space.

The Tata Communications Internet services limited portfolio includes

transmission, IP, converged voice, mobility, managed network
connectivity, hosted data center, communications solutions and business
transformation services to global and Indian enterprises & service
providers as well as, broadband and content services to Indian consumers.
The Tata Global Network encompasses one of the most advanced and
largest submarine cable networks, a Tier-1 IP network, connectivity to
more than 200 countries across 300 PoPs and more than one million
square feet data center space. Tata Communications Internet services
limited serves its customers from its offices in 80 cities in 40 countries
worldwide. Tata Communications Internet services limited has a strategic
investment in South African operator Neotel, providing the company with
a strong anchor to build an African footprint.

The number one global international wholesale voice operator and

number one provider of International Long Distance, Enterprise Data and
Internet Services in India, the company was named "Best Wholesale
Carrier" at the World Communications Awards in 2006 and was named
the "Best Pan-Asian Wholesale Provider" at the 2007 Capacity Magazine
Global Wholesale Telecommunications Awards for the second
consecutive year.

21
Becoming the leading integrated provider to drive and deliver a new
world of communications, Tata Communications Internet services limited
became the unified global brand for VSNL, VSNL International,
Teleglobe, Tata Indicom Enterprise Business Unit and CIPRIS on
February 13, 2008.

Tata Communications Internet services limited Ltd. is a part of the $29

billion Tata Group; it is listed on the Bombay Stock Exchange and the
National Stock Exchange of India.

Broadband services:

Tata Teleservices and Tata Communications Internet services limited,

through the brand Tata Indicom, offer high-bandwidth, reliable, secure
and cost-effective internet connectivity on broadband asynchronous
digital subscriber lines (ADSLs). Businesses in industry segments such as
information technology, hospitality, travel, logistics, stock broking and
finance use these services.

Tata Indicom's broadband services include:

• Speed DSL internet service plan — the first choice for high-speed
internet connectivity with a pay-as-you-use tariff plan.
• Value internet service plan — connects customers on 1:4
compressed internet bandwidth with flat-rate billing.
• Gold internet service plan — connects customers on 1:1 dedicated
premium internet bandwidth with flat-rate billing.

Areas of business:
The Tata Communications Internet services limited portfolio for global
and Indian enterprises and service providers includes:

22
 • Transmission
• Internet protocol (IP)
• Converged voice, mobility, managed network connectivity
• Hosted data centre
• Communications solutions
• Business transformation services

The company also provides broadband and content services to Indian

consumers.

Location

Tata Communications Internet services limited serves its customers from

offices in 80 cities across 40 countries across the world. With a strategic
investment in South African operator Neotel, Tata Communications
Internet services limited possesses a strong anchor to build an African
footprint.

Vision

Deliver a new world of communications to advance the reach and

leadership of customers.

23
Commitment

Invest in building long-lasting relationships with customers and partners

and lead the industry in responsiveness and flexibility.

Strategy

Build leading-edge IP-leveraged solutions advanced by its unmatched

global infrastructure and leadership in emerging markets.

24
ORGANISATIONAL STRUCTURE:

Mr. Sachin
Chaturvedi
(BranchManager)

Customer Service
Technical Retention and Department
Sales Department
Department Revenue Department

Vikas Kapoor
Mr Anuj Mr. Lovkesh Wasan Mr. Varun Sharma
(Territory Network
(DST) (Team Leader R&R) (CS Executive0
Manager)

Mr. Ashish Narula

Mr. Sunil Mr. Surjit Cheema
(Incharge. Installation
Wadhwa (Incharge. Fiber Collection Team
and Maintenance
(TSM DSA) Repair team)
Team

Mr. Amit Pandey Installation and

Fiber Repair Team
(TSM Distribution) Maintenance Team

25
 A successful business:
The purpose of a business is to create and keep a customer. If a business
successfully creates and keeps customers in a cost-effective way, it will
make a profit while continuing to survive and thrive. If, for any reason, a
business fails to attract or sustain a sufficient number of customers, it
will experience losses. Too many losses will lead to the demise of the
enterprise.

Customer service Department:

Customer service which is also known as Client Service, is the provision
of service to customers before, during and after a purchase.

“Customer service is a series of activities designed to enhance the level

of customer satisfaction – that is, the feeling that a product or service has
met the customer expectation.”

Customer service may be provided by a person (e.g., sales and service

representative), or by automated means called self-service. Examples of
self service are Internet sites. Customer service is normally an integral
part of a company’s customer value proposition.

The quality and level of customer service has decreased in recent years,
which can be attributed to a lack of support or understanding at the
executive and middle management levels of a corporation.

26
EXPERIENCE OF CUSTOMERS
WITH THE WIRELINE
NETWORK:
The experience of customers was not upto the satisfactory level.it was
below the satisfaction level of customers.customers faced alot of
problems due to:

1) Cable cut issues.

2) Their problems are not sought out on time.
3) Due to overhead wiring.
4) Fiber cut issues.
5) Validity extension delays.
6) Frequent disconnections.
7) Not getting stable services.

And the two merits of tata’s connection are customers never face any
problems regarding speed and installation time.the company takes hardly
3 days for installation which other companies never provides.
Some other issues which were analysed after calling customers were:
a) The plans were not customised as per customers
need.
b) Plans are costly.

27
 DIAGRAMATIC REPRSENTATION OF
CUSTOMERS PROBLEMS :

DIFFERENT
TYPES OF
COMPLAINTS

CONNECTIVITY BILLING OTHER

RELATED RELATED PROBLEMS
PROBLEMS PROBLEMS

NO LINK, VALIDITY E-MAIL

NO BROWSING, EXTENSION CONFIGURATION
SLOW BROWSING DISPUTES, (OUTLOOK
FREQUENT DOWNTIME PROBLEMS)
DISCONNECTIONS CREDIT, REFUND NOT
BILL PROCESSED, WEB
CLARIFICATION HOSTING, UNABLE
BILL DISPUTES, TO RENEW OR
BILLS NOT PURCHASE,
RECEIVED SHIFTING OF
CONNECTION,
AND OTHER
SERVICE
RELATED ISSUES.

28
Customer care at TCISL:
Process of resolution of customer’s complaints
regarding connectivity issues:

Technical
Department/
Reverted to
Customer billing Assigned to
technical team
care department field
by field
department engineers
engineers

Back to Resolution
Call is made Complaint is customer care remarks
to customer closed for updated by
confirmation technical
department

Complaint
not resolved
then it is re-
escalated.

The process starts with customer care department. The complaints of the
customer are registered in their respective login Id’s in their accounts.
Then it is sent to technical department or technical team through mails.
The customer’s complaint is mailed to technical department by customer
care department. And then it is assigned to field engineers by the technical
team to resolve the problem of customer. Further after the resolution of
problem field engineers revert to technical team and report to technical
team in the office telephonically. Next step is of technical department to
update the resolution remarks in their systems. Once the remarks are
updated it is mailed to customer service department. And finally the
complaint is closed in the customer’s account by customer care
department. Then therapy calling is done to customer to know whether
his\her complaint is solved. And in case of any troubles at customers end
the case of the customer is again re-escalated and then the same procedure
is followed.

29
Process of resolution of customers complaint
regarding billing issues:

Customer Billing Complaints Resolution

care department/ are resolved remarks are
department updated.

Back to
If not resolved
Call is made Complaint is customer care
complaint is
to customer. closed. for
reescalated.
confirmation

The process begins of resolution of customers complaint regarding billing

issues begins with customer care.the complaints are registered in the
respective login id’s of customers and then the case is forwarded to billing
department.then the complaints are resolved by R & R team.resolution
remarks are updated by billing department.And Then remarks are mailed
back to customer care for confirmation.then finally the complaint is
closed in the records by the customer care department.after that our team
calls the customers to get the feedback of customers regarding their
problems.if in case the problem is not resolved then the complaint is
reescalated.and follows the same process again.

30
Process of resolution of customers complaint
regarding some other issues (E-mail
configuration,outlook problem and many more)

Customer Assigned to
Complaint is Remarks are
service related
resolved updated.
department. departments

If not resolved Forwarded to

Complaint is
then complaint customer care
closed.
is reescalated. department

The process for resolution for other issues are again firstly registered with
customer care department in customers login id’s.Then the customer care
department assigns the cases to the respective departments with whom the
problems are related.The particular departments then resolves the problem
of the customers and again the remarks are updated.Remarks are then
forwarded to customer care department.Finally the complaint is
closed.and similarly if the problem is not resolved it is reescalated like
other issues.

31
CERTAIN SUGGESTIONS

REGARDING ABOVE PROBLEMS:

1. Encourage Face-to-Face Dealings

This is the most important thing at the part of a company to interact

with their customers. Practically a customer finds it easier to relate
to and work with someone they've actually met in person, rather
than a voice on the phone or someone typing into an email or
messenger program.

2. Respond to Messages promptly & Keep the

customers Informed

In today era no one have so much time that is being spent on

complaints half of the times. We all know how annoying it is to
wait days for a response to an email or phone call. It might not
always be practical to deal with all customers' queries within the
space of a few hours, but at least an email or call should be made to
them back and let them know that their message is received and
company will contact them about it as soon as possible. Even if
their complaint is not resolved or it is under processing the
customer should be informed. because in that case if more time is
needed to resolve their problems it didn’t seem bad as the company
has already informed them. and this would be a prime thing that
can be done for customer service.

32
3. Be Friendly and Approachable

It's very important to be friendly, courteous and to make the

customers feel that the company is there to help them out.As this
thing is very much present in our organisation but still always there
are chances to improve upon and the company can make more
efforts for this thing.

4. Have a Clearly-Defined Customer Service Policy

Everything should be made clear about the customer service policy

which is going to save the customers a lot of time. There's nothing
more annoying for a client than being passed from person to
person, or not knowing who to turn to. Making sure they know
exactly what to do at each stage of their enquiry should be of
utmost importance.

5. Attention to Detail (also known as 'The Little

Niceties')

Have a customer ever received a festival email or card from a

company?

These little niceties can be time consuming and aren't always cost
effective, but this one small thing but having a greater impact on
customer can be taken into consideration.

It shows that the company cares for its customers, it shows there
are real people on the other end of that screen or telephone,and
most importantly, it makes the customer feel welcomed, wanted
and valued.

6. Honour Your Promises

33
 The simple message: when you promise something, deliver. The
most common example is their problem resolution dates.

In case of non fulfillment of a promise, a quick apology and

assurance should be ready from company’s side.

7. Proper coordination between departments

There should be proper coordination among different departments within

the organisation for better results. and resolve the problems of
customers.For example in case of connectivity issues there should be
proper coordination among customer service and technical
department.and in case of any billing issues it is must that the billing and
customer service department should have proper coordination.

8.Insufficient manpower:

After having feedback from all the departments, some departments

requested for more manpower mainly because of the geographical area of
Chandigarh.

9. Technical Backwardness

Competitors are employing certain small and very cost effective measures
to reduce the interruptions due to installation faults. For example, some
measures like

1. Using boxes to cover open joints in overhead wirings.

2. Using polyvinyl tubing to secure the wires at the wall/window

corners to protect the transmission media against wear and tear
at the customer end.

34
Such measures may also add to a number of reduced complaints and
satisfied customers and should be encouraged.

Conclusion
Customer service, like any aspect of business, is a practiced art that
takes time and effort to master. The company can think from the
point of view of customers.What would the company want from
their business if they were the client? How would the company
want to be treated? Treat customers like friends and they'll always
come back.

35
Tata Communications Rolls Out World's
Largest Commercial WiMAX Network
with Telsima

WIMAX STRIKING CHANDIGARH:All human beings have

evolved into smart wireless internet surfing. so are you
HUMAN?

Tata Communications is the first Indian telecom company to launch

broadband services on the WiMAX platform on a large scale for retail
consumers in the country.

Tata Communications,a leading global provider of a new world of

communications, has selected Telsima Corporation, a global player in
WiMAX systems to provide WiMAX solutions for Tata Communications
broadband wireless network in India. Tata Communications is the first to
launch broadband services on the WiMAX platform on a large scale for
retail consumers in India.Tata Communications seeks to enrich life by
enabling reliable and affordable communication anytime, anywhere",

"WiMAX enables broadband services in a cost effective, decentralized

manner in India where a majority of the country is not covered by wired
infrastructure. The Indian broadband market, which today serves only 3.1
million customers in a nation with a population of over 1.2 billion, is
forecast to grow significantly. The scale of unmet demand coupled with
the emphasis on connectivity for education and the increasing ability to
purchase Internet services will ensure that WiMAX broadband networks
will thrive in this market.

36
WI-MAX:
WIMAX, the Worldwide Interoperability for Microwave Access, is a
telecommunications technology that transfers data wirelessly over long
distances and is seen as an alternative to cable linkages.

Tata Communications is the first Indian telecom company to launch

broadband services on the WiMAX platform on a large scale for retail
consumers in the country.

Uses

The bandwidth and reach of Wi Max make it suitable for the following
potential applications:

• Connecting Wi-Fi hotspots with other parts of the Internet.

• Providing a wireless alternative to cable and DSL for last mile
broadband access.
• Providing data and telecommunications services.
• Providing a source of Internet connectivity as part of a business
continuity plan. That is, if a business has a fixed and a wireless
Internet connection, especially from unrelated providers, they are
unlikely to be affected by the same service outage.
• Providing portable connectivity.

Comparison with Wi-Fi

Comparisons and confusion between WiMAX and Wi-Fi are frequent,

possibly because both begin with the same two letters, are based upon
IEEE standards beginning with "802.", and both have a connection to

37
wireless connectivity and the Internet. Despite this, the two standards are
aimed at different applications.

• WiMAX is a long-range system, covering many kilometers that

typically uses licensed spectrum (although it is possible to use
unlicensed spectrum) to deliver a point-to-point connection to the
Internet from an ISP to an end user. Different 802.16 standards
provide different types of access, from mobile (similar to data
access via a cellphone) to fixed (an alternative to wired access,
where the end user's wireless termination point is fixed in location.)
• Wi-Fi is a shorter range system, typically hundreds of meters, that
uses unlicensed spectrum to provide access to a network, typically
covering only the network operator's own property. Typically Wi-Fi
is used by an end user to access their own network, which may or
may not be connected to the Internet. If WiMAX provides services
analogous to a cellphone, Wi-Fi is more analogous to a cordless
phone. It's important to note, however, that free community wifi
networks have shown that with proper antennas, wifi can have very
long ranges.
• WiMAX and Wi-Fi have quite different Quality of Service (QoS)
mechanisms. WiMAX uses a mechanism based on setting up
connections between the Base Station and the user device. Each
connection is based on specific scheduling algorithms, which
means that QoS parameters can be guaranteed for each flow. Wi-Fi
has introduced a QoS mechanism similar to fixed Ethernet, where
packets can receive different priorities based on their tags. This
means that QoS is relative between packets/flows, as opposed to
guaranteed.

38
 • WiMAX is highly scalable from what are called "femto"-scale
remote stations to multi-sector 'maxi' scale base that handle
complex tasks of management and mobile handoff functions and
include MIMO-AAS smart antenna subsystems.

Due to the ease and low cost with which Wi-Fi can be deployed, it is
sometimes used to provide Internet access to third parties within a single
room or building available to the provider, often informally, and
sometimes as part of a business relationship. For example, many coffee
shops, hotels, and transportation hubs contain Wi-Fi access points
providing access to the Internet for customers.

39
In practical terms, WiMAX would operate similar to WiFi but at higher
speeds, over greater distances and for a greater number of users. WiMAX
could potentially erase the suburban and rural blackout areas that
currently have no broadband Internet access because phone and cable
companies have not yet run the necessary wires to those remote locations.

A WiMAX system consists of two parts:

• A WiMAX tower, similar in concept to a cell-phone tower

- A single WiMAX tower can provide coverage to a very large
area -- as big as 3,000 square miles (~8,000 square km).
• A WiMAX receiver - The receiver and antenna could be a
small box or PCMCIA card, or they could be built into a laptop
the way WiFi access is today.
A WiMAX tower station can connect
directly to the Internet using a high-
bandwidth, wired connection (for
example, a T3 line). It can also
connect to another WiMAX tower
using a line-of-sight, microwave link.
This connection to a second tower
(often referred to as a backhaul),
along with the ability of a single
tower to cover up to 3,000 square
miles, is what allows WiMAX to provide coverage to remote rural areas.

40
What this points out is that WiMAX actually can provide two forms of
wireless service:

• There is the non-line-of-sight, WiFi sort of service, where

a small antenna on your computer connects to the tower. In this
mode, WiMAX uses a lower frequency range -- 2 GHz to 11
GHz (similar to WiFi). Lower-wavelength transmissions are
not as easily disrupted by physical obstructions -- they are
better able to diffract, or bend, around obstacles.
• There is line-of-sight service, where a fixed dish antenna
points straight at the WiMAX tower from a rooftop or pole.
The line-of-sight connection is stronger and more stable, so it's
able to send a lot of data with fewer errors. Line-of-sight
transmissions use higher frequencies, with ranges reaching a
possible 66 GHz. At higher frequencies, there is less
interference and lots more bandwidth.
WiFi-style access will be limited to a 4-to-6 mile radius (perhaps 25
square miles or 65 square km of coverage, which is similar in range to a
cell-phone zone). Through the stronger line-of-sight antennas, the
WiMAX transmitting station would send data to WiMAX-enabled
computers or routers set up within the transmitter's 30-mile radius (2,800
square miles or 9,300 square km of coverage). This is what allows
WiMAX to achieve its maximum range.

Why WiMax and Not Wi-Fi?

The Wi-Fi bandwagon is faced with a few issues such as line-of-sight,

limited distance coverage despite the use of high-gain antennas, and
internal bandwidth management. Wi-Fi is found wanting in terms

41
of serving the latest demands. Conversely, WiMax is a globally
accepted, technically capable, and industry-wide supported
standard. The emergence of WiMax has opened up the solution to
many of the problems faced by Wi-Fi because, WiMax uses non-
line-of-sight standard and can cover tens of miles unlike Wi-Fi that
is restrictive to the surroundings and resources. WiMax
complements Wi-Fi because it uses the same Logical Link
Controller standard (IEEE 802.2) that enables both bridging and
routing. It is also compatible to the existing Wi-Fi hotspots to the
internet and also provides wireless solution for last mile access to
cable and DSL. This is a tremendous advantage that WiMax has in
order to capture the market.

42
Customer Acceptance Survey

Based on the actual market research data, a set of conclusions could be

drawn regarding the acceptance of existing TATA customers, non-
broadband users as well as users already taking services from the
competitors towards WIMAX.

Acceptance in Chandigarh:
Sample Size: 2884
Client Distribution Graph (By Business Category)

2500
1939
2000

1500

1000 781

500
1 77 74 1 1 10
0
AL

IL
L

RS
E

IT
CY

M
NA
SM

TA

CO
IC

HE
EN

IO

RE
ED

LE

OT
AG

AT

TE
UC
D
AD

ED

Acceptance/Interest Expressed:

12 11
10
8
6
4 3
2 1 1
0 0 0 0
0
RS
L

IT

IL
E

M
CY

AL
NA
SM

TA

CO

HE
IC
EN

RE
ED

OT
LE
AG

TI

TE
M
CA
D

U
AD

ED

43
Observations:
1. A major section of the customers (SME’s and Retail) are less
inclined WIMAX with percentage acceptance being as low as 0.56
% and 0.4% for SME’s and retail respectively.
2. Acceptance is high among (Almost Three Times) in IT and
Education sector. (1.5 % Accepted the new technology)

Client Distribution Graph (By Company for SME’s)

Sample Size: 1939

1200 1118

1000

800

600
375
400
195
144
200 61
24 8 14
0
AIRTEL BSNL TATA RELIANCE CONNECT SIFY OTHERS NON USERS

Acceptance/Interest Expressed (Within SME’s)

6
5
5
4
3
2 2
2
1 1
1
0 0 0
0
AIRTEL BSNL TATA RELIANCE CONNECT SIFY OTHERS NONUSERS

44
Observations:
1. Rate of Acceptance is (mostly) directly proportional to the number

of customers in each Business category.

2. The percentage acceptance for top three groups varies between1

3. However the rate of acceptance is extremely low (From 1.03% to

1.3%) as evident from the above diagrams.

None of the existing TATA customers are willing to switch over to the
WIMAX technology. This is not a good sign as the rate of acceptance is
expected to be higher with the existing customers.

ACCEPTANCE IN MOHALI
Client Distribution Graph (By Business Category)

800 711
700
600
500
400 312
300
200
100 30 48
3
0
SME EDUCATIONAL IT RETAIL OTHERS

ACCEPTANCE:

14
12
12
10
8
6
4
4
2 1
0 0
0
SME EDUCATIONAL IT RETAIL OTHERS

45
Observations:
1. Opposed to the trend in Chandigarh, The acceptance level in
Mohali is generally high in SME’s and Retail sectors (Being 1.54%
and 2.08% as compared to 0.5% and 0.4% in Chandigarh
respectively).
2. Again opposed to Chandigarh trend, The IT and Education sector is
not interested in WIMAX technology.

Company wise Customer Distribution:

700
597
600
500
400
300 219 193
200
100 42 16 32
2 3
0
AIRTEL BSNL TATA RELIANCE CONNECT SIFY OTHERS NONUSERS

Acceptance/Interested:

9 8
8
7
6 5
5 4
4
3
2 1 1
1 0 0 0
0
AIRTEL BSNL TATA RELIANCE CONNECT SIFY OTHERS NONUSERS

Observations:

46
1. Company wise Acceptances analysis suggests that a customers

from strong market holders are showing interest in the new

technology (AIRTEL and CONNECT) with a percentage higher
than the average trend of 3.65% and 2.07% respectively for Airtel
and Connect.
2. A conclusion can also be deduced about the low acceptance trend

for TATA and Reliance customers both in Chandigarh as well as

Mohali.

47
PANCHKULA REGION:
Sample Size: 893
Customer Distribution by Business

700
601
600
500
400
300
178
200
101
100
9 4
0
SME EDUCATIONAL IT RETAIL OTHERS

Customer Acceptance by Business

18 17
16
14
12
10
8
6
4
2 1 1
0 0
0
SME EDUCATIONAL IT RETAIL OTHERS

Observations:
1. Similar to the trend in Chandigarh, the SME’s and retail businesses
are not that much inclined to the new technology (Between 0.56%
to 0.99%)
2. There is a high rate of acceptance in ‘others’ section (Above to 2.8

%) There is no such observation in other two regions.

48
Company Wise Acceptance:
Company Wise Customer Distribution:

800 714
700
600
500
400
300
200
93
100 28 24 10 23 3
0
AIRTEL BSNL TATA RELIANCE CONNECT SIFY OTHERS

Company Wise Customer Acceptance:

9 8
8
7
6
5 4 4
4
3 2 2
2 1
1 0
0
AIRTEL BSNL TATA RELIANCE CONNECT SIFY OTHERS

Observations:
1. Here the rate of acceptance of TATA’s offer is relatively high.

Highest rate of acceptance is observed for all major competing

service providers (Airtel 14.28%, BSNL 8.33%, Reliance 8.69%)
2. There is a high probability of conversion of existing customers to

the new technology.

49
Summary
Chandigarh, Mohali, Pachkula:
Sample Size: 4871
Client Distribution Chart (By Business)

2828
3000
2500
2000
1500
930 923
1000
500 1 116 81 1 1
0

RS
L

IT

IL
E

M
CY

AL
NA
SM

TA

CO

HE
IC
EN

RE
ED

OT
LE
AG

TI

TE
M
CA
D

U
AD

ED

Client Acceptance

30
24
25 21
20
15
10 5
5 0 1 1 0 0
0
RS
L

IT
E

IL

M
CY

AL
NA
SM

TA

CO

HE
IC
EN

RE
ED

LE

OT
AG

TI

TE
M
CA
D

U
AD

ED

Percent Acceptance

2.5 2.275

2
1.5 1.2
0.84 0.86
1 0.53
0.5
0 0 0
0
RS
L

IT
E

IL

M
CY

AL
NA
SM

TA

CO

HE
IC
EN

RE
ED

OT
LE
AG

TI

TE
M
CA
D

U
AD

ED

Client Distribution Chart (By Company)

50
 2000
1715

1500

1000 731
622
481
500
210
50 116
13
0
AIRTEL BSNL TATA RELIANCE CONNECT SIFY OTHERS NON
USERS

Client Distribution Chart (By Company)

18 17
16
14
12 10
10 9
8 7
6 4
4 2 2
2 0
0
AIRTEL BSNL TATA RELIANCE CONNECT SIFY OTHERS NON
USERS

Client Acceptance Percentage (By Company)

4.5 4
4 3.44
3.5
3 2.73
2.5 2.08
2
1.5 1.23
0.95
1 0.41
0.5 0
0
AIRTEL BSNL TATA RELIANCE CONNECT SIFY OTHERS NONUSERS

51
Observations and Final Conclusions/Suggestions
• One stark observation is that the overall percentage acceptance of
TATA’s new technology is extremely low. Refer to the following:
o Chandigarh Area : 0.56 % of a sample of 2881
o Mohali Area : 1.44 % of a sample of 1104
o Panchkula Area : 2.12 % of a sample of 893
• As observed from the Final Summary Chart for all three regions, it
is evident that the customer base is NOT concentrated in the
Retail/SME’s/IT or Medical and Education only. Rather majority of
the customers are from the ‘others’ section that includes businesses
other than the ones mentioned. Hence these other sectors also need
to be targeted for prospective customers of WIMAX technology.
• Existing Airtel, Reliance and Connect customers show more
willingness to accept the new technology as evident from the final
acceptance values of 2.73, 3.44 and 2.08 percent respectively.
• Existing Panchkula customers show a very high rate of acceptance
(airtel -14.28%, BSNL – 8.33%, Reliance – 8.69 %, Connect –
4.30% ) for the wireless technology.
• Another section of grave concern is the lean percentage of TATA
customers among the sample data which comes out to be only
2.24% as against 27.89% Airtel, 21.64% Connect, 9.44% BSNL,
Reliance 5.21% and ‘Others’ 32.88% (includes Hutch, Glide,
hatchway and lease-line providers). This leaves little scope for
success of a new technology with the existing customer base. So
most of the marketing methodologies will have to concentrate on
competitors’ customer base.
• Further, more intriguing conclusions may be deduced from the
following calculations done on the basis of above findings:

52
Chandigarh
By Business
Categories
Samp Acceptan Perce
Category le ce nt
SME's 1939 11 0.57
Educational
Institutions 77 1 1.30
IT 74 1 1.35
Retail 781 3 0.38
Others 10 0 0.00
TOTAL 2881 16 0.56

Company Wise
Distribution
Airtel 375 5 1.33
BSNL 144 0 0.00
TATA 24 0 0.00
Reliance 61 1 1.64
Connect 195 2 1.03
Sify 8 0 0.00
Others 14 1 7.14
Non-Users 1118 2 0.18
TOTAL 1939 11 0.57

Mohali
By Business
Categories
Samp Acceptan Perce
Category le ce nt
SME's 711 11 1.55
Educational
Institutions 30 0 0.00
IT 3 0 0.00
Retail 48 1 2.08
Others 312 4 1.28
TOTAL 1104 16 1.45

Company Wise
Distribution
Airtel 219 8 3.65
BSNL 42 0 0.00
TATA 16 1 6.25
Reliance 32 1 3.13
Connect 193 4 2.07
Sify 2 0 0.00
Others 3 0 0.00
Non-Users 597 5 0.84
TOTAL 1104 19 1.72

53
 Panchkula
By Business
Categories
Samp Acceptan Perce
Category le ce nt
SME's 178 1 0.56
Educational
Institutions 9 0 0.00
IT 4 0 0.00
Retail 101 1 0.99
Others 601 17 2.83
TOTAL 893 19 2.13

Company Wise
Distribution
Airtel 28 4 14.29
BSNL 24 2 8.33
TATA 10 1 10.00
Reliance 23 2 8.70
Connect 93 4 4.30
Sify 3 0 0.00
Others 714 8 1.12
Non-Users 0 0 0.00
TOTAL 895 21 2.35

Consolidated
Sam Accepta Perce
Category ple nce nt
SME's 2828 24 0.85
Educational
Institutions 116 1 0.86
IT 81 1 1.23
Retail 930 5 0.54
Others 923 21 2.28
TOTAL 4878 52 1.07

Company Wise
Distribution
Airtel 622 17 2.73
BSNL 210 2 0.95
TATA 50 2 4.00
Reliance 116 4 3.45
Connect 481 10 2.08
Sify 13 0 0.00
Others 731 9 1.23
Non-Users 1715 7 0.41
TOTAL 3938 51 1.30

54
 Profit & Loss account ------------------- in Rs. Cr. -------------------
Mar '04 Mar '05 Mar '06 Mar '07 Mar '08
12 mths 12 mths 12 mths 12 mths 12 mths
Income
Sales Turnover 3,163.54 3,303.04 3,780.95 4,041.83 3,283.30
Excise Duty 0.00 0.00 0.00 0.00 0.00
Net Sales 3,163.54 3,303.04 3,780.95 4,041.83 3,283.30
Other Income 190.52 512.39 124.62 105.83 173.25
Stock Adjustments 0.00 0.00 0.00 0.00 0.00
Total Income 3,354.06 3,815.43 3,905.57 4,147.66 3,456.55
Expenditure
Raw Materials 0.72 1.65 1.95 1.61 10.63
Power & Fuel Cost 31.28 34.61 37.93 43.09 63.12
Employee Cost 138.24 141.28 209.06 243.69 242.43
Other Manufacturing Expenses 1,759.66 1,859.76 2,127.36 2,258.37 1,873.13
Selling and Admin Expenses 645.66 401.31 338.67 376.15 321.18
Miscellaneous Expenses 57.21 70.62 115.03 165.19 127.26
Preoperative Exp Capitalised 0.00 0.00 0.00 0.00 0.00
Total Expenses 2,632.77 2,509.23 2,830.00 3,088.10 2,637.75
Mar '04 Mar '05 Mar '06 Mar '07 Mar '08
12 mths 12 mths 12 mths 12 mths 12 mths
Operating Profit 530.77 793.81 950.95 953.73 645.55
PBDIT 721.29 1,306.20 1,075.57 1,059.56 818.80
Interest 14.06 9.62 13.56 16.74 44.82
PBDT 707.23 1,296.58 1,062.01 1,042.82 773.98
Depreciation 172.07 244.15 359.56 391.33 301.31
Other Written Off 0.00 0.00 0.00 0.00 0.00
Profit Before Tax 535.16 1,052.43 702.45 651.49 472.67
Extra-ordinary items 7.78 1.38 45.30 69.19 16.76
PBT (Post Extra-ord Items) 542.94 1,053.81 747.75 720.68 489.43
Tax 165.61 297.61 207.18 244.07 145.52
Reported Net Profit 377.66 756.37 479.54 468.56 304.46
Total Value Addition 2,632.06 2,507.58 2,828.06 3,086.49 2,627.12
Preference Dividend 0.00 0.00 0.00 0.00 0.00
Equity Dividend 128.25 171.00 128.25 128.25 128.25
Corporate Dividend Tax 16.43 24.31 17.99 21.80 21.80
Per share data (annualised)
Shares in issue (lakhs) 2,850.00 2,850.00 2,850.00 2,850.00 2,850.00
Earning Per Share (Rs) 13.25 26.54 16.83 16.44 10.68
Equity Dividend (%) 45.00 60.00 45.00 45.00 45.00

55
Book Value (Rs) 181.30 200.98 212.67 223.14 229.73

Brief Financials (in Rs. Mn.) Detailed Quarterly

Period ending (months) 30-Sep-2008(6) 31-Mar-2008 (12) 31-Mar-2007 (12)
Net sales 18471.10 32833.00 40418.30
Other Income 1022.60 1660.40 1105.70
Total Income 19493.70 34493.40 41524.00
Cost of goods sold 14335.60 20606.20 31059.80
OPBDIT 5158.10 13887.20 10464.20
PAT 1309.80 3044.60 4685.60
Gross Block - - 44698.40
Equity capital 2850.00 2850.00 2850.00
EPS (Rs.) - 10.68 16.44
DPS (Rs.) - - 4.50
BV (Rs.) - - 221.40
P/E range (x) - 33.75 - 73.31 18.25 - 31.35
Debt / Equity (x) - - 0.03
Operating margin (% of OI) 26.5 40.3 25.2
Net margin (% of OI) 6.7 8.8 11.3

Curr.Quarter Prev.Quarter Corr.Quarter

As on (Months) %OI %OI %OI
30-Sep-08(3) 30-Jun-08(3) 30-Sep-07(3)
Sales of
9838.90 95.70 8632.20 93.70 9477.40 95.93
Products/Services
Other Income 441.90 4.30 580.70 6.30 402.00 4.07
100.0 100.0 100.0
Total Income b 10280.80 9212.90 9879.40
0 0 0
Stock 0.00 0.00 0.00 0.00 0.00 0.00
Raw Material
0.00 0.00 0.00 0.00 0.00 0.00
Consumed
Employee
0.00 0.00 0.00 0.00 671.70 6.80
Expenses
Power & Fuel 0.00 0.00 0.00 0.00 0.00 0.00
Other Expenses 0.00 0.00 0.00 0.00 7283.40 73.72
Total Expenses 7627.20 74.19 6708.40 72.82 7955.10 80.52
OPBDIT 2653.60 25.81 2504.50 27.18 1924.30 19.48
Interest 259.20 2.52 196.30 2.13 -87.70 -0.89
Depreciation 931.20 9.06 796.60 8.65 994.40 10.07
Extra incomes 0.00 0.00 0.00 0.00 0.00 0.00
Prior Period inc 0.00 0.00 0.00 0.00 -117.00 -1.18
Prov. for Tax 180.80 1.76 528.20 5.73 286.40 2.90
Profit after Tax 326.40 3.17 983.40 10.67 614.20 6.22
Equity 2850.00 -- 2850.00 -- 2850.00 --
Reserve 0.00 -- 0.00 -- 0.00 --

Income Statement
As on( Months ) 31-Mar-07(12) 31-Mar-06(12) 31-Mar-05(12)
Profit / Loss A/C Rs mn %OI Rs mn %OI Rs mn %OI

56
Net Sales 40418.30 97.34 37809.53 97.81 33030.39 97.78
Operating Income (OI) 41524.00 100.00 38657.30 100.00 33778.73 100.00
OPBDIT 10464.20 25.20 10349.26 26.77 7755.35 22.96
OPBDT 10445.80 25.16 9619.56 24.88 6513.73 19.28
OPBT 6532.50 15.73 6025.84 15.59 4074.05 12.06
Non-Operating Income 965.40 2.32 1517.68 3.93 908.61 2.69
Extraordinary/Prior Period -455.60 -1.10 -430.48 -1.11 3288.81 9.74
Tax 2356.70 5.68 2317.62 6.00 2050.52 6.07
Profit after tax(PAT) 4685.60 11.28 4795.42 12.40 6220.95 18.42
Cash Profit 8598.90 20.71 8389.15 21.70 8660.62 25.64
Dividend-Equity 1282.50 3.09 1282.50 3.32 1710.00 5.06
Balance Sheet
As on 31-Mar-07 31-Mar-06 31-Mar-05
Assets Rs mn %BT Rs mn %BT Rs mn %BT
Gross Block 44698.40 52.18 39864.96 49.26 30857.31 40.43
Net Block 31047.10 36.24 29366.64 36.29 22718.66 29.77
Capital WIP 3404.40 3.97 1478.09 1.83 5131.68 6.72
Investments 17480.40 20.41 15310.67 18.92 8904.56 11.67
Inventory 47.20 0.06 38.02 0.05 19.65 0.03
Receivables 9551.90 11.15 7375.71 9.11 6089.45 7.98
Other Current Assets 24130.50 28.17 27363.36 33.81 33453.58 43.83
Balance Sheet Total(BT) 85661.50 100.00 80932.49 100.00 76317.59 100.00
Liabilities Rs mn %BT Rs mn %BT Rs mn %BT
Equity Share Capital 2850.00 3.33 2850.00 3.52 2850.00 3.73
Reserves 60250.40 70.34 57042.76 70.48 53678.85 70.34
Total Debt 1976.10 2.31 982.50 1.21 0.00 0.00
Creditors and Acceptances 8145.30 9.51 9337.42 11.54 12421.38 16.28
Other current liab/prov. 12439.70 14.52 10719.81 13.25 7367.36 9.65
Balance Sheet Total(BT) 85661.50 100.00 80932.49 100.00 76317.59 100.00
Ratio Analysis
As on 31-Mar-07 31-Mar-06 31-Mar-05
OPBIT/Prod.cap.empl.(%) 18.75 19.64 13.49
PBIT/Cap. Employed (%) 11.45 13.20 18.51
PAT/Networth (%) 7.43 8.01 11.00
Tax/PBT (%) 33.46 32.58 24.79
Total Debt/Networth (x) 0.03 0.02 0.00
Long Term Debt/Networth (x) 0.00 0.00 0.00
PBDIT/Finance Charges (x) 596.41 15.67 9.63
Current Ratio (x) 1.64 1.73 2.00
RM Inventory (days consumption) 0.00 0.00 0.00
FG inventory (days cost of sales) 0.00 0.00 0.00
Receivables (days gross sales) 86.26 71.20 67.29
Creditors (days cost of sales) 95.72 120.40 174.22
Op. curr. assets (days OI) 199.00 201.00 364.00
Share Statistics
As on 31-Mar-07 31-Mar-06 31-Mar-05
EPS (Rs.) 16.44 16.83 21.83

57
 CFPS (Rs.) 30.17 29.44 30.39
Book Value (Rs.) 221.40 210.15 198.35
DPS (Rs.) 4.50 4.50 6.00

Key Financial Ratios ------------------- in Rs. Cr. -------------------

Mar '04 Mar '05 Mar '06 Mar '07 Mar '08
Profitability Ratios
Adjusted Net Profit Margin(%) -42.03 -62.80 -44.62 -21.67 -8.34
Cash Profit Margin(%) -10.34 -24.99 -6.30 9.46 17.65
Gross Profit Margin(%) -8.21 -22.70 0.58 9.51 17.27
Operating Profit Margin(%) -0.06 -11.78 11.23 20.44 23.75
Profit Before Interest And Tax Margin(%) -31.25 -48.84 -31.79 -11.05 -1.90
Return On Capital Employed(%) -8.23 -20.95 -21.48 -7.74 1.44
Return On Net Worth(%) -75.50 1,207.92 108.73 96.70 62.69
Spread Ratios
Interest Expended / Total Funds(%) -- -- -- -- --
Interest Income / Total Funds(%) -- -- -- -- --
Net Interest Income / Total Funds(%) -- -- -- -- --
Net Profit / Total Funds(%) -- -- -- -- --
Non Interest Income / Total Funds(%) -- -- -- -- --
Operating Expense / Total Funds(%) -- -- -- -- --
Profit Before Provisions / Total Funds(%) -- -- -- -- --
Management Efficiency Ratios
Debtors Turnover Ratio 4.46 4.44 7.35 8.63 9.18
Fixed Assets Turnover Ratio 0.41 0.46 0.57 0.65 0.89
Inventory Turnover Ratio -- -- -- 645.58 800.04
Loans Turnover Ratio -- -- -- -- --
Total Assets Turnover Ratio 0.47 0.65 1.03 0.82 1.21
Total Income / Capital Employed(%) -- -- -- -- --
Profit And Loss Account Ratios
Interest Expended / Interest Earned(%) -- -- -- -- --
Operating Expense / Total Income(%) -- -- -- -- --
Other Income / Total Income(%) -- -- -- -- --
Liquidity And Solvency Ratios
Current Ratio 0.39 0.43 0.31 0.33 0.41
Debt Equity Ratio 4.14 -- -- -- --
Long Term Debt Equity Ratio 4.04 -- -- -- --
Balance Sheet Ratios
Advances / Loan Funds(%) -- -- -- -- --
Debt Coverage Ratios

58
Interest Cover -1.44 -2.83 -2.92 -0.74 0.21
Deposit And Credit Growth Ratios
Cash Deposit Ratio(%) -- -- -- -- --
Credit Deposit Ratio(%) -- -- -- -- --
Investment Deposit ratio(%) -- -- -- -- --
Leverage Ratios
Interest Expended / Capital Employed(%) -- -- -- -- --

Cash Flow ------------------- in Rs. Cr. -------------------

Mar '03 Mar '04 Mar '05 Mar '06 Mar '08
12 mths 12 mths 12 mths 12 mths 12 mths
Net Profit Before Tax -205.00 -269.68 -527.86 -492.96 -124.81
Net Cash From Operating Activities 63.75 -311.57 0.46 363.01 480.47
Net Cash (used in)/from
-15.48 -410.84 -441.01 -594.25 -1203.24
Investing Activities
Net Cash (used in)/from Financing
30.23 648.82 416.03 177.05 673.62
Activities
Net (decrease)/increase In Cash and Cash
78.51 -73.59 -24.52 -54.19 -49.15
Equivalents
Opening Cash & Cash Equivalents 100.50 179.01 105.42 80.90 83.61
Closing Cash & Cash Equivalents 179.01 105.42 80.90 26.71 34.46

Fiscal Year 2007 2006 2005 2004 2003

Fiscal Year
3/31/07 3/31/06 3/31/05 3/31/04 3/31/03
End Date
Assets
32,476,736. 28,624,880. 24,335,011. 22,040,228.
Total Assets 20,296,263.0
0 0 0 0
Cash & Short
Term 7.3% 7.9% 8.6% 10.2% 11.2%
Investments
Cash 5.9% 5.5% 6.1% 7.8% 3.1%
Short Term
1.4% 2.4% 2.5% 2.3% 8.2%
Investments
Receivables
20.2% 20.6% 20.8% 20.7% 31.7%
(Net)
Inventories
5.6% 5.7% 5.4% 4.9% 5.3%
-Total
Raw 1.1% 1.0% 1.0% 0.9%

59
Materials
Work in
0.7% 0.8% 0.7% 0.8%
Process
Finished
3.7% 3.8% 3.7% 3.3%
Goods
Progress
Payments & 0.0% 0.0% 0.0% 0.0%
Other
Prepaid
1.6%
Expenses
Other Current
1.7% 3.4% 4.0% 4.4% 6.1%
Assets
Current Assets -
36.3% 37.5% 38.8% 40.1% 54.3%
Total
Long Term
17.8% 17.1% 16.5% 14.8% 3.6%
Receivables
Investment in
Associated 6.3% 6.4% 6.5% 6.2% 5.3%
Companies
Other
11.8% 11.9% 11.1% 10.2% 8.0%
Investments
Property Plant
and Equipment 54.0% 55.4% 57.8% 60.6% 66.2%
- Gross
Accumulated
29.1% 30.7% 34.0% 36.3% 39.1%
Depreciation
Property
Plant and
24.8% 24.7% 23.8% 24.3% 27.1%
Equipment �
Net
Other Assets 2.9% 2.4% 3.3% 4.4% 1.7%
Deferred
0.0% 0.0% 0.0% 0.0%
Charges
Tangible
2.9% 2.4% 3.3% 1.7%
Other Assets
Intangible
0.0%
Other Assets
Total Assets 100.0% 100.0% 100.0% 100.0% 100.0%
Liabilities &
Shareholders'
Equity
Total 32,476,736. 28,624,880. 24,335,011. 22,040,228. 20,296,263.0

60
Liabilities &
Shareholders' 0 0 0 0
Equity
Accounts
6.8% 7.3% 7.6% 7.8% 7.8%
Payable
Short Term
Debt & Current
18.1% 16.6% 14.5% 15.0% 15.6%
Portion of Long
Term Debt
Accrued Payroll 0.2%
Income Taxes
1.3% 1.2% 1.2% 1.1% 1.6%
Payable
Dividends
Payable
Other Current
10.0% 9.9% 10.5% 10.5% 12.1%
Liabilities
Current
Liabilities - 36.2% 35.0% 33.8% 34.5% 37.2%
Total
Long Term
19.3% 19.7% 20.6% 19.3% 20.2%
Debt
Long Term
Debt Excluding
19.2% 19.6% 20.4% 19.0% 20.2%
Capitalized
Leases
Capitalized
Lease 0.1% 0.2% 0.2% 0.3% 0.0%
Obligations
Provision for
Risks and 2.0% 2.4% 2.7% 3.3% 3.2%
Charges
Deferred
Income
Deferred Taxes 3.7% 3.4% 3.3% 3.5% -0.2%
Deferred
4.0% 3.8% 2.0%
Taxes - Credit
Deferred
0.3% 0.4% 2.2%
Taxes - Debit
Deferred Tax
Liability in
Untaxed
Reserves

61
Other Liabilities 0.4% 0.5% 0.3% 0.3% 0.4%
Total Liabilities 61.6% 61.0% 60.8% 60.9% 60.8%
Non-Equity
0.0% 0.0% 0.0% 0.0% 0.0%
Reserves
Minority
1.9% 2.1% 2.1% 2.0% 2.4%
Interest
Preferred Stock 0.0% 0.0% 0.0% 0.0% 0.0%
Preferred
Stock Issued for
ESOP
ESOP
Guarantees -
Preferred Issued
Common
36.4% 36.9% 37.2% 37.1% 36.8%
Equity
Total Liabilities
& Shareholders' 100.0% 100.0% 100.0% 100.0% 100.0%
Equity

Fiscal Year 2007 2006 2005 2004 2003

Net Sales or 23,948,091. 21,036,909. 18,551,526. 17,294,760. 16,054,290.
Revenues 0 0 0 0 0
Cost of Goods
74.5% 74.8% 74.4% 73.5% 71.1%
Sold
Depreciation,
Depletion & 5.8% 5.8% 5.4% 5.6% 5.3%
Amortization
Gross Income 19.7% 19.5% 20.2% 20.9% 23.6%
Selling, General
& Administrative 10.4% 10.5% 11.4% 11.9% 13.9%
Expenses
Other Operating
0.0% 0.0% 0.0% 0.0% 1.2%
Expenses
Operating
90.7% 91.1% 91.2% 91.0% 91.5%
Expenses - Total
Operating 9.3% 8.9% 8.8% 9.0% 8.5%

62
Income
Extraordinary
0.0% 0.7% 0.8% 2.5% 0.0%
Credit - Pretax
Extraordinary
0.0% 0.0% 1.1% 1.9% 1.5%
Charge - Pretax
Non-Operating
0.6% 0.4% 0.4% 0.3% 0.3%
Interest Income
Reserves -
Increase/Decreas 0.0% 0.0% 0.0% 0.0% 0.0%
e
Pretax Equity in
0.0% 0.5%
Earnings
Other
Income/Expense 0.3% -0.0% 0.8% 0.4% 2.6%
- Net
Earnings before
Interest, Taxes,
Depreciation & 15.9% 15.8% 14.9% 15.9% 15.8%
Amortization
(EBITDA)
Earnings before
Interest & 10.2% 10.0% 9.6% 10.3% 10.5%
Taxes(EBIT)
Interest Expense
0.2% 0.1% 0.1% 0.1% 0.2%
on Debt
Interest
0.0% 0.0% 0.0% 0.0% 0.0%
Capitalized
Pretax Income 9.9% 9.9% 9.5% 10.2% 10.3%
Income Taxes 3.8% 3.8% 3.5% 3.9% 4.1%
Minority Interest 0.2% 0.4% 0.4% 0.2% 0.3%
Equity in
0.9% 0.8% 0.8% 0.7% 0.0%
Earnings
After Tax Other
0.0% 0.0% 0.0% 0.0% 0.0%
Income/Expense
Discontinued
0.0% 0.0% 0.0% 0.0% 0.0%
Operations
Net Income
before
Extraordinary 6.9% 6.5% 6.3% 6.7% 5.9%
Items/Preferred
Dividends
Extraordinary 0.0% 0.0% 0.0% 0.0% 0.0%

63
Items &
Gain/Loss Sale
of Assets
Preferred
Dividend 0.0% 0.0% 0.0% 0.0% 0.0%
Requirements
Net Income after
Preferred
Dividends - 6.9% 6.5% 6.3% 6.7% 5.9%
available to
Common

BIBLIOGRAPHY

Web Resources
http://citehr.com
http://about.com
http://wikpedia.com
http://howstuffworks.com

64
Book Resources
WINNING - Jack Welch
What 7 best CEO’s Know – Jeffery A. Krames
Marketing Principles – Krishan Bhardwaj
MS Word 2007 in 21 Days – Peter Norton

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