Aircel

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ReliancePreface 

In today’s era of cut throat competition, MBA’S are sure to have an edge over their counterparts because of the rigorous programme.

During Post graduation in business management programme, students get a chance to come in contact with the real Corporate world through the Summer internship, which is a part of the whole curriculum itself. This helps to get a pre-experience of the environment which an individual will face during the job and thus enables to equip oneself with the required skills properly before actually getting into work area.

A detailed analysis of managerial activities conducted in various departments like finance, marketing, human resources, production, operations etc. gives the student a conceptual idea of what they are expected to manage as to obtain the maximum output through minimum use of the resources. Internships help a lot to get a practical knowledge of what we study at our curriculum.

As an MBA student, I have undertaken my industrial training in Dishnet wireless services, Gorakhpur. This training gave me an opportunity to have a practical experience of what was taught through various books thus enabling to improve my knowledge as well as skills.

Executive Summary

Title of the project

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A study on the Supply-chain management of the Company by visiting the distributor points as well as the retail outlets.

Organization:Dishnet wireless services(Reliance)Gorakhpur Branchwww.reliance.com

Duration of the Project:From 20th March 2011 to 13th may 2011

Organizational Guide:Mr. Pankaj MananZBM-salesDishnet wireless servicesGorakhpur

Acknowledgement

There are many people who have played a vital role during my whole internship programme, including the project work. It is my

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pleasure to have this opportunity to thank all those who have helped me in making this project, directly or indirectly.

At first, I would like to express my inevitable gratitude to the administrative department of my institute, ISBE(New Delhi) for giving me the opportunity to have an internship in Dishnet wireless services(Reliance). I am also thankful to , my guide and mentor Mr Pankaj Manan (ZBM-sales), Mr Mohit kumar at Dishnet wireless services(Gorakhpur) for their boundless knowledge, encouragement and invaluable time. Their guidance was of immense help to carry on my project properly and successfully.

I am also thankful to Mr. Pankaj Manan (ZBM at Reliance) who gave me permission to prepare a summer project on the topic-“ A study on the Supply-chain management of the Company by visiting the distributor points as well as the retail outlets.”

Aditya kumarMBAISBENew Delhi

INTRODUCTION

The telecom Sector is a speedily expanding sector in our developing Country. India is the fourth largest telecom market in Asia after China, Japan and South Korea. The Indian telecom

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network is the eighth largest in the world and second largest among the emerging economies.In context of the aggressive & competitive telecommunications industry in India, sales & marketing function plays the central role to drive business strategy and revenue.Key functions for Reliance sales & marketing:• Revenue Strategy: Budgeting & maximizing revenue targets• Acquisition Strategy: Budgeting, planning & achieving customer acquisition targets• Retention Strategy: Planning & implementing retention strategy & customer delight• Product Strategy: Designing & optimizing product mix & developing new product or modifying existing product mix to competitive advantageThe functioning of Sales& Marketing is explained in details ahead.

Company’s profileThe Reliance group is a joint venture between Maxis communications of Malaysia and Apollo Hospital Enterprise Ltd. Of India, with Maxis communications holding a majority stake of 74%

Reliance, now part of Maxis Communications Berhad, Malaysia, is India’s fifth largest GSM mobile service provider with a subscriber base of over 20 million (as of March 2009) and is the fastest growing mobile operator in the country. As on date, Reliance is present in 13 telecom circles (Assam, Bihar, Chennai, Himachal Pradesh, Jammu & Kashmir, North East, Orissa, Tamil Nadu, West Bengal, U.P.(east & west), Delhi, Mumbai and Kolkata) and with Spectrum allocated for the remaining 10 of the 23 telecom circles, the company is on track to become a pan-India operator. Additionally, Reliance has also obtained the nod from Department of Telecommunications (DoT) to provide International Long Distance (ILD) and National Long Distance (NLD) telephony services.

Growth in recent years:Reliance has indeed come a long way since it was started by the Sterling Group in April 1999 in Coimbatore, Tamil Nadu. After

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spreading its wings in rest of Tamil Nadu, it acquired RPG Cellular during December 2003 to set its footprint in Chennai and quickly established its leadership position in the state. In March 2006, Maxis Communications of Malaysia bought out Reliance after which it has expanded its business horizons beyond Chennai and Tamil Nadu. Reliance’s recent rollouts include launches in U.P.(east & west), Delhi and as on date, it is present in ten telecom circles with a 4500-plus strong workforce.

Reliance has exhibited stellar performance in the past since acquisition by Maxis during the March 2006. Its subscriber base has grown more than four times, i.e. from 2.6 million (as of Q1 of 2006) to 10.81 million as of March 2008. In the state of Tamil Nadu (including Chennai circle), Reliance crossed the 6.5 million subscribers’ mark till March, 2008 and is the first operator to achieve this landmark in the state. Network coverage has been extended to more than 1000 towns across the state – highest by any operator in the state.The performance of North & East circles has also been very encouraging over the past couple of years period. Reliance’s simple formula of offering hygiene networks and value-driven products/services along with its customer-centric approach has enabled this rapid growth.

Reliance Milestones in 2007-08 and onwards…

Reliance Crossed 20 Million Subscribers :Reliance achieved the 20 million customer mark which is just the double of what it had in the pevious year. This landmark underlines the strength of Reliance’s role in providing affordable telecom services to millions of people.

Reliance was allotted spectrum for 13 circles. (Jan-08):In the beginning of the year 2008, Reliance gained momentum in the space of telecom in India post the allocation of additional spectrum by the Department of Telecom, Govt. of India for 13 new circles across India. These include Delhi (Metro), Mumbai (Metro), Andhra Pradesh, Gujarat, Haryana, Karnataka, Kerala, Madhya Pradesh, Maharashtra & Goa, Rajasthan, Punjab, UP

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(West) and UP (East).

Reliance Crossed 10 Million Subscribers.(Feb-08):Reliance achieved the 10 million customer mark in February. The journey to the 10 million subscriber milestone was quite phenomenal. 

Reliance Sponsored Chennai Super Kings in IPL.(April 08)Reliance was main sponsor Chennai Super Kings, and this decision proved a very beneficial one. It was the first IPL season and the journey of CSK till the last ball was thrilling. As Reliance is the leading cellular service provider in Chennai and Tamil Nadu, an association with Chennai Super Kings was a natural fit. Reliance leveraged IPL association to redefine and reposition the brand Reliance as a part of getting ready to enter the big league with a pan India presence post the allocation of spectrum in 13 telecom circles.Operations Begin In Kolkata. (May 08)Another achievement was the roll-out of our GSM mobile services in Kolkata in May.Launch of services in Kolkata was a time for celebrations in many ways. Kolkata is the second metro circle of operation. The entry of Reliance in Kolkata as its 10th circle completes the company’s footprint in Eastern India.

Reliance Milestones in 2006-07Reliance crosses 5-million subscribers’ mark in Tamil Nadu licenses (August 2007)Reliance, the number one mobile service provider in the state of Tamil Nadu, became the first cellular operator in the state to cross the 5-million subscribers' mark during August 2007. Reliance also achieved another unique feat in December 2006 by crossing 1 million subscribers' mark in Chennai alone. As on date, Reliance’s subscriber base in Tamil Nadu has crossed the 5.5 million mark.Reliance coverage now available across 1000 towns in Tamil Nadu (April 2007)Reliance's regional network coverage is now available across 1000 towns and 11000 villages across Tamil Nadu and the same

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will be extended to 1200 towns during 2007 itself.

Reliance launches pre-paid services in Srinagar (January 2007):Reliance launched its pre-paid services in the Kashmir valley during January 2007 and to mark the occasion, it hosted a Bollywood music program for its channel partners in Srinagar for which more than 800 people turned up.

Reliance bags 14 new licenses (December 2006):Reliance's quest for pan-India presence received a major boost during 2006 as it bagged 14 new Unified Access Service Licenses (UASL) from the Department of Telecommunications (DoT), India. With these, Reliance has now licenses to operate in all 23 telecom circles of India and the new licenses will facilitate Reliance to roll out its GSM cellular services in Andhra Pradesh, Karnataka, Maharashtra, Goa, Gujarat, Delhi, Kolkatta, Uttar Pradesh (East), Uttar Pradesh (West), Madhya Pradesh, Haryana, Rajasthan, Kerala and Mumbai. Additionally, Reliance has also obtained the nod from DoT to provide International Long Distance (ILD) and National Long Distance (NLD) telephony services.

Reliance forays into Bihar and Himachal Pradesh (December 2006)Reliance rolled out its GSM cellular services in Himachal Pradesh and Bihar during December 2006 with which it has extended its presence from seven to nine telecom circles. With these two new launches, Reliance rounded off 2006 with 7 rollouts in total including that of Assam, North East, Orissa, West Bengal, and Jammu & Kashmir.

Reliance Launches Club Grand in Tamil Nadu (November 2006)Reliance launched 'Club Grand', a loyalty program for retailers in select cities and towns across Tamil Nadu and this initiative is considered to be the first of its kind in the mobile telephony industry in India. All Club Grand members will be entitled for a personal accident cover, mediclaim and theft insurance besides getting a host of performance-based incentives.

Reliance's New Office Inaugurated @ Chennai (October 2006)

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Reliance, Chennai moved into a brand new office premises located at the Poonamalle High Road in Chennai. Business support, credit control, information services, sales and technical departments have relocated to the spacious new office that was inaugurated during the fag end of 2006. A modern Reliance Customer Service Centre is also functioning out of the new premises.

Functioning of Sales and Marketing in Reliance:Market and Sales Team Structure PRE PAID:• Pre Paid Sales market primarily comprises Individual and SOHO segment.• The product is made available across the vast geography of Chennai in every nook and corners through retail outlets, making it easy for customers to avail of the connection and recharge the airtime.• Each Area and territory of Chennai is represented by a Distributor who ensures adequacy of stock of Starter pack and Recharge Coupons and it’s replenishment on-time.• Each zone is managed by Area managers supported by a team of Territory Sales Manager who ably guide an army of Distributor Sales Executives who service the outlets.

Customer Interface Points:• In addition to the Direct sales team as in Post paid and Indirect Sales channels as in Retail outlets selling Prepaid, prospective customers are sourced through various interface points, conveniently positioned throughout the length and breadth of the city. ‘Reliance Centers’ are operated by the company itself whereas ‘Reliance Cell cities’ are manned and operated by Channel Partners as per uniform service standards.• It serves as a one stop shop for all eager walk-in customers, apart from servicing as Bill payment counters and attending to various service requests.Corporate Account and Personalized service:• Corporate customers are serviced through regular visits by the ‘Account Executives’ who renders a personalized service and caters to all request and query of the users of that Account.

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• By being a one point contact they meet the customer needs and resolve customer query by coordinating it with concerning Department/Functions in our organization.They also promote and conduct activities to acquire new connections by being in liaison with the concerned people in various levels in that account

How Do We Work Technical team – For giving feedback on technical problems and escalation. Co-coordinating for getting the required support on Signal/Coverage and network issues.

Projects – coordinating with Projects team on network coverage requirement based on growing needs of the market. Giving inputs on market requirement Provision of extra capacity on coverage/signals etc wherever need arises.

CETIT acts as a one point co-coordinator for both Technical and Project related matter.Marketing – Giving feedback on actual market conditions and based on the competitive situation and business opportunity and threat envisaged, seek support from Marketing on tariff Plans, Product packaging, Merchandising, Advertisement, promotional Schemes etc.Customer Support – Exchange of feedback from the market place captured at field level by Sales team and those at the call center and recommend and provide corrective course of action. Coordination with Business Support, Call Center, and Credit Control on an ongoing basis is maintained.

Commercial - In indenting for SIM cards both Pre paid and Post Paid based on the forecasting of the market requirement. 

HR (P&C) – coordinating on matter related to filling of manpower vacancies, matter related to short listing, selecting and joining of candidates to sales team. Input on training requirement of the sales team

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IS/IT - For getting support on all MIS generating tools, provisioning of adequate system and connectivity support to sales team and channel partners for online transaction of , critical to business information. Raising requisition of specific application as needed by customers. 

Administration – for all kind of administration support on provisioning of office infrastructure viz organizing of some function events for the stakeholders, and issues related to day to day administrative matters.Finance & Accounts – matter relating to payment to be made to customers/vendors for promotional campaign organized through sales team, follow up on remittance of payment against approved activity by Sales department. Payouts to Associates whatsoever. Also for the Corporate customers and Enterprise accounts, clear the proposals, based on operating margins.

MIS – For the need of consolidated MIS on regular basis.

Legal – For seeking advice on matter relating to legal points in purview of agreement, MOU etc with Channel partners and customers. Drafting of SLA with corporate customers as need be. Advice on matter relating to appointment /termination of connects / associates.

Key Functions:

Pre Paid Sales: Responsible for Acquiring Quality Prepaid subscribers through activation of new connections (Starter pack) and generate usage revenue (Recharge Coupons) through continued retention of the subscribers in our network. Ensure extensive Distribution of the Prepaid SIM cards and Recharge coupons through a chosen set of Distributors who are allotted certain specific geographical area of the Chennai market who in turn widely distribute it, making it available at the retail point in every corners of the their respective allotted territory. Contribute towards meeting the

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Subscriber base growth target on a month on month basisBusiness Development:Ø Generate interest and prompt enquiries through Sales promotion at Public Places, Hot Spots, and Corporate Customers premises, through Mobile van etc.Ø Monitor Lead generation with the help of an outbound telecalling team in a structured and a systematic manner.Ø Take a systematic view of Merchandising and Display of our Brand and Products in the market.Ø Frame up an effective Merchandising management Policy. Implement and drive the Merchandising initiatives.Ø Identify and initiate activities in new and emerging business opportunities (geographical and segment)CETIT:Ø ‘Customer Engagement and Technology Interface Team’ as the name suggest is primarily responsible for owning and driving customer engagement initiatives with Corporate customers and thus nurture a relationship with customer for a long time association.Ø By being proactive in understanding and offering as per the unique needs of the customer.Ø Relating Technology application to unique customer requirement. Ø Proactive focus on network requirement and coordinating with Technical team with inputs from market.Ø Being a one point contact for corporate customer on their IBS requirement.Ø This is also aimed at winning the customer loyalty and Mind Share which secures us the position of a preferred operator across all segments of the market whether Pre-Paid or Post-paid.Achievements/Accolades:Sales Achievement at the Industry level: SONA Leadership and Milestone achievement (1.5 Million in Chennai and 5 million across TN) Launch of unique sales promotion activity and its impact in the market place: Tie Up with Nokia handset for promotion of Prepaid Connection- shared across the organization and with our associates

Our role as management trainee in Reliance:

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Reliance- a company with its inception in 1999, has Meerut as its one of the Zone among the 13 Zones. I as a management trainee got this opportunity to work in the Telecom sector by working in Reliance.I had been given the sales and marketing department, in which basically I came to know about the Company’s Supply-Chain management. In due course of time, I also became aware of the Company’s dream project entitled “PACE-PROGRAMME.”The two projects I worked on:1> Supply-Chain management2> Opening of Pace-Outlet(Scope and Limitations)

Supply-Chain ManagementIn the Supply-chain management, I came in contact with the following Key personnel:1.1 Zonal Head (Mr. pankaj manan)1.3 Senior Executive (mohit sir)

2.1 Distributor Head2.2 MIS Executive2.3 DSM/FOS

Functions of the key Personnels:Zonal Head : As the name suggests, the person sitting in this chair takes care of the Company’s sell in the entire Zone. E.g.= gorakhpur ZoneThe Company’s Officers at higher designation make different Strategies to increase the sells of the Company. Telecom Industry is very dynamic in nature. Here, the Companies regularly make changes in their schemes, which they offer to the Customers.Zonal Head gets information about such schemes from other higher authority of the Company, alng with the Sales target for his Zone.Zonal Head has the target and schemes which he communicates to his sub-ordinates. E.g.= Zonal Head’s target is of 10000 activations for one month. He distributes this target among the Executives according to their performance and Market potential.

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Through Market Research, the Company as well as the Zonal Head knows which Market is rich to provide good number of activations. The entire Zone’s Market is being segmented and target gets fixed for the Executives.Zonal Head visits the Market to ensure that the work is being performed smoothly. He visits/cross check different distributor points,which are under the supervision of the senior Executives. He takes necessary steps to satisfy the Distributors and the sub-ordinates.

Assistant Manager/Senior Executives: In the level of designation, assistant manager is a higher post to that of a senior executives, but on the ground level both have to perform the same task.They have to manage either the distributor point or the pace outlet. Pace outlet and distribution point will be explain in detail ahead. In both of these cases the senior executives have been given the sales target for their distributions. For eg.—senior executive A gets a target of 2000 activation in a month senior ex. B gets a 1500 activation target by the Zone head.Here, also the target is being set on the basis of the market’s potential. Senior executive have to manage the distribution. Sr. Executives deal with all distribution. He does all the paper work on behalf of the Company in interest of the Distributor, for their satisfaction.

Distributor point:To place their SIM and other products in the market the company selects few destinations. The company has its own selection criteria for selecting a particular agency as the distributor point. The company provides their products to these distributor point established in different parts of the zone. The distributor purchased goods in abundance and company give a particular commission to the distributor as per decided. From the distributor point the products get placed in the market.For the proper functioning of the task the distributor keeps:1) FOS/DSMs2) Runner3) MIS Executive/s

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1) DSM:- It stands for Daily Sale Man. These are basically the shop floor workers of the company. They visit the market daily and place the products from distributor point to the retailers. The No. Of DSM depends upon the distributor and company has no role regarding their posting. Senior executive of the company declares the target of the month to a particular distributor. This target is further divided among DSM. The distributor further divides this target on daily basis so that the month target can be achieved. The company regularly introduces new schemes which benefits everyone i.e. distributors, retailers and customers. By doing this, the company tries consistently to increase its sales.Everyday the Sr. Executive Visits the assigned distributor point, declares a target for the day to the distributor along with some schemes, if introduced by company. The distributor convey this message to his DSM. DSM visits the market which basically includes the retailer shops. They carry company products like SIM cards, recharge coupons, posters etc. Each DSM has their define territory within which they have to visit to the retailer shop and sell company’s products. Along with selling products, they also decorate the shops by company’s posters, danglers etc.

Different type of the tariff voucher plans of the company are as follow:-Start-up Kit

Prepaid Start-up Kit (MRP Rs. 99) contains: Reliance Prepaid SIM card, Customer engagement form, Prepaid booklet.

Prepaid Start-up KitMRP (Rs.) 99 Talktime Value (Rs.) 10 Validity Period (days) Lifetime Outgoing Call Charges (Rs./min)Local 1st min 2nd min 3rd minto Reliance mobile 1.00 0.60 0.40to other mobile 1.00 0.60 0.40

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to landline 1.00 0.60 0.40STDto Reliance mobile* 1.00to other mobile & landline 1.50ISD(Rs/min)**Australia (F), Canada, Europe (F), New Zealand (F), SEA (Brunei, Burma, Cambodia, Indonesia, Laos, Malaysia, Philippines, Singapore, Thailand, and Vietnam), UK (F), USA 6.40Africa, Australia (M), Europe (M), Gulf, New Zealand (M), SAARC (Bangladesh, Bhutan, Maldives, Nepal, Pakistan and Sri Lanka), UK (M), Rest of World 9.19Rest of World (islands) Norfolk Island, Cook Island, Cuba, Diego Garcia, Guinea Bissau, Nauru, Sakhalin, Saotome & Principle, Solomon Island, Tokelau, Tuvalu, Vanuatu 40.00Inmarsat/ Iridium/ Satellite 500.00

SMS(Rs./SMS)***Local 1.00

• The call duration is measured with accuracy up to +/- 1 second as per TRAI Regulations. • Call charges are calculated based on the call units which are calculated by dividing call duration by the pulse rate defined in the Tariff Plan. * First 3 months special STD tariffs of 50paisa for Reliance to Reliance calls, in Assam, North East, West Bengal, Delhi, Bihar, Mumbai, Maharashtra and Goa (as and when we launch) telecom circles. You can continue enjoying special STD rates by recharging your account with our Ratecutter 30 which gives all India STD calls @ Re1.

** For ISD regular rate shall apply, however, for the first 3 months special ISD tariffs to countries like Saudi Arabia, Bahrain & Qatar-7.00; US/CAN (except Alaska, Hawaii & Guam)-2.00.You can continue to enjoy discounted ISD rates by recharging your account with our Ratecutter 70 which will give Malaysia & Singapore : 3.00, Gulf ( Saudi, Bahrain,Qatar) : 7.00, Oman : 8.20,srilanka: 5.50, China and South Korea: 4.00;US/CAN (Except Alaska, Hawaii and Guam): 2.00, US(Others): 5.00 and UK (Fixed):

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3.75. (Charges Rs/Min).

*** 300 SMS FREE (local + National) for 30 days.

Please Note:Free Incoming while roaming in Delhi on Reliance network for the first 90 days from the day of activation.

Calls to UP East will be treated as local

Lifetime validity will be disconnected in case of no outgoing / recharge for any continuous period of 6 months with at least Rs. 200 every 6 month.

Business Card-Rate cutterKey features of Business Card: • Get unlimited local CUG benefits - Free calling and messaging between local Reliance numbers • Enjoy unlimited CUG benefits on STD Reliance number at a call charge of 50p • All local calls to other mobiles and landline @ 50p and all STD calls to other mobiles and landline @ Re1 

Business Card-RatecutterMRP (Rs.) 225 Talktime Value (Rs.) 0 Validity Period (days) 30 days 

TariffLocal to Reliance mobile (Unlimited CUG) Free to other mobile 0.50 to landline 0.50 STD

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to Reliance mobile (Unlimited CUG) 0.50 to other mobile 1.00 to landline 1.00 SMS Local Reliance (Unlimited CUG) FreeLocal others 0.50National 0.50Recharge VouchersTOP UPSDenomination (Rs.) Talk Value(Rs.) Validity (Days)10 7.07 025 20.67 050 43.33 0100 90.66 0

Rate Cutters MRP (Rs.) Talkvalue (Rs.) Special Benefits for 30 days (Rs./min)15 0 STD:Bihar, Delhi & Punjab: 1.00 18 0 STD:Mumbai, Maharashtra & Goa : 1.00 19 0 Local:Reliance to Reliance :0.10(11PM to 7AM) 29 0 Local:All calls :0.50 30 0 STD:All India:1.00 49 0 Local:Reliance to Reliance :0.25Reliance to Reliance :0.10(11PM to 7AM)Other calls:0.50 70 0 Special ISD Malaysia & Singapore: 3.00Saudi Arabia, Bahrain & Qatar: 7.00Oman-8.20,SriLanka: 5.50China & SouthKorea: 4.00US/CAN (except Alaska, Hawaii & Guam): 2.00US(Others): 5.00UK(Fixed): 3.75 Pick your minutes Rate Cutters 

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MRP (Rs.) Talkvalue (Rs.) Special Benefits for 30 days (Rs./min)11 0 Local:25 Reliance to Reliance local minutes 31 0 Local:100 Reliance to Reliance local minutes 45 0 Local:200 Reliance to Reliance local minutes 55 0 Local:100 all local mobile minutes 65 0 STD:65 STD minutes 

SMSMRP (Rs.) Talkvalue (Rs.) Special Benefits for 30 days27 0 300 local & National SMS • The call duration is measured with accuracy up to +/- 1 second as per TRAI Regulations. Call charges are calculated based on the call units which are calculated by dividing call duration by the pulse rate defined in the Tariff Plan.

E RechargeTOP UPSDenomination (Rs.) Talk Value(Rs.) Validity (Days)10 7.07 025 20.67 050 43.33 078* 0 0100 90.66 0150 150 0 200 181.32 0 300 300 0500 500 0786 786** 0Rate CuttersMRP (Rs.) Talkvalue (Rs.) Special Benefits for 30 days (Rs./min)15 0 STD:Bihar Delhi & Punjab :1.00 18 0 STD:

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Mumbai, Maharashtra & Goa : 1.00 19 0 Local:Reliance to Reliance :0.10(11PM to 7AM) 29 0 Local:All calls :0.50 30 0 STD:All India:1.00 49 0 Local:Reliance to Reliance :0.25Reliance to Reliance :0.10(11PM to 7AM)Other calls:0.50 70 0 Special ISD Malaysia & Singapore: 3.00 Saudi Arabia, Bahrain & Qatar: 7.00Oman-8.20,SriLanka: 5.50 China & SouthKorea: 4.00 US/CAN (except Alaska, Hawaii & Guam): 2.00 US(Others): 5.00 UK(Fixed): 3.75 Pick your minutes Rate Cutters MRP (Rs.) Talkvalue (Rs.) Special Benefits for 30 days (Rs./min)11 0 Local:25 Reliance to Reliance local minutes 31 0 Local:100 Reliance to Reliance local minutes 45 0 Local:200 Reliance to Reliance local minutes 55 0 Local:100 Local minutes 

1) Runner:-These are the personel appointed by distributor to collect the ID of the customers from the retailer’s shops. They also work to distribute the flexy charts and other scheme poster of the company. They have to visit the market on the daily basis.

2) MIS Executive:-MIS stands for Mangement Information System. At distributor point distributor appoints an executive. The functions of the

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executive include to prepare a note of total no. Of activations, amount of stock available & issued and activation of the sold SIMs. It plays a key role to comprehandthe message coming from the market.

PROCESS OF ACTIVATING A SIM:

The SIM has been placed in the marketat retiler’s shop. Once the customer purchased a SIM by giving the required documents and cost of it, the retailer send a message to 111 which includes 91 followed by the particuler mobile no. Purchased by the customer. The distributor gets this message and now ditributor send a message to 222 and the MIS executive activate the no. By doing 222 on his/her system. This is called the 111 & 222 process of the company.

There may be an adverse situation, which can arise while activating a SIM. For different kind of adverse situation the activation process follow the following proceedings:

Prepaid Activation request from Retailer-Type<91><10 DIGIT MOBILE NUMBER>SEND SMS to 111Serial No. Scenario Message Content1 In case of URL validation for both 111 & 222:a)If msisdn’s(retailer/distributor’s) sent in query string as a part of sender msisdn and text message are not 12 digits or does not start with prefix 91.b)If short code is not in range 3-5. The request received for contains improper data. Please resend.2 If above step1 validations are correct. Your request forhas been received successfully.3 In case of successful validations , this message will go to retailer in 111 and distributor in 222. Thank You. Activation in Process.4 In case of failure in validations in 111, this message will go to retailer. There seems to be a typing error. Please try again.5 In case of successful validations, this mesage will go to distributor in 111. Ret6 In case of successful validations, this message will go to FOS in

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111. Kindly collect the CAF, Ret7 In case of failure in validations in 222, this message will got to distributor. This is not a valid request.8 In case of successful activation, this message will go to subscriber. Kindly dial 123 and enjoy calling.9 In case of successful activation, this message will go to retailer. Kindly dial 123 from& start calling.

PACE OUTLET:-

PACE stands for Premium Reliance Chennel Engagemant. It is the dream project of the company. This programme connects the company to the retailer directly and there is no role of the distributor. Under this project there are certain benefits which company gives to the retailer. The retailer has to pay a security of Rs. 10000 which is totally refundable and he gets the following benefits:-1) A Canon printer plus scanner (2 in 1)2) A Canon camera3) A Nokia 1209 handset4) In shop branding5) Retailer himself can activate the numbers i.e. 111 & 222 process.6) If the retailer activates a no., then he will get the 2% of the amount of recharge done by that no. in the coming 1 year in U.P.(West).

These retailers under PACE, are called pereferred retailers. The TSM of the company take care after them. He visits to Pace outlets regularly and provides the products of the company. The company sends the runner to collect ID etc.In gorakhpur zone, there are a total of 78 pace retailers in which 62 are in gorakhpur itself and 16 are in Mahrajganj. There names

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are as follow:

Some Town Retailer Name-

purvanchal communication

Bombay studio

Shivmahima telecom

Ritu communication

Neha general store

Ankur communication

Omega stores

Vani telecom

Apsara telecom

Vashno mobile

Universal mobile

Saheli communication

In the above written list of pace outlet, We visited few(approx. 20), like Bittu general store,D.S. communication,Goel Infocom, Jai Durga TVS, Mr. Talk, Prince Electronic etc. In order to increase their sales, the Company organised a Canopy activity,in which we as trainee had to perform the shop floor work of educating the customer about the company’s different schemes. Basically we

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had to sell the Reliance Connection. The same canopy activity had been organised in one Management college,where again we had to perform the same activity.While visiting the retail outlets or the pace outlets, we observed some common problems and the expectations of the retailers, like:• Network Problem• Problem related to Flexi recharge• Activation related issues• Query regarding POP(Hoardings and Boards) 

Bibliography:I am thankful to everyone at Reliance who have helped me to carry on my research study.I have also taken some additional help from different sources for the successful completion of this project from;

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PROJECT REPORT

ON

RELIANCE

SUBMITED TO:- SUBMITED BY:-

ISBE (Delhi) ADITYA KUMAR

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