MNP

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ACOMPREHENSIVE PROJECT REPORT

ON“MOBILE NUMBER PROTABLITY”

Submitted ByRajat Trivedi (127940592074)

Rajendravasavani (127940592075)MBA Semester Iii/Iv(Batch 2012-2014)

Submitted to Master of Business Administration

InGujarat Technological University

Under The Guidance ofProf. Anushree karani

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Road Map

Overview Of Telecom Sector In Global Market Overview Of Telecom Sector In India Introduction Of MNP Process Of MNP Why MNP? Problem Of The Study The Objective Of The Study Research Methodology  Data Analysis And Interpretation Findings Suggestions

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OVERVIEW OF TELECOM SECTOR IN GLOBLE MARKET

2012 was an eventful year for telecommunication industry. In 2013 key challenges for telecom companies will be how to monetize new business models, leverage customer data by investing in analytics and define their response to over-the-top players.

• Mobile connection growth which will slow to 7% in 2013.

• Mobile broadband connection will grow by a more respectable 27%

• Wholesale carriers will continue to face declining revenue and margins as a result of domestic regulation and intense competition.

• Operator will tack a new approach to M2M with more partnering to deliver services

• All vendors will have to deal with the encroachment of software providers in core telecoms software stacks.

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OVERVIEW OF TELECOM SECTOR IN INDIA

• The Indian Telecommunication Industry Is One Of The Largest And The Fastest Growing In The World. Government Policies And Regulatory Implemented By (TRAI)

Telecom Regulatory Authority Of India.

• Through The Awareness Around The World On The Information And Communication Technology, In The Later Part Of 20th Century To Realize The Importance Of An Efficient Telecommunication For The Development Of The Economy.

• At The 21st Century The Developing Countries Started The Full Use Of Technology Revolution Tacking Place Around The World.

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• Indian Telecom Sector Is More Than 165 Years Old. Telecommunications Was First Introduced In India In 1851 When The First Operational Land Lines Were Laid By The Government Near Kolkata (Then Calcutta),

• Although Telephone Services Were Formally Introduced In India Much Later In 1881.

• The Entire Evolution Of The Telecom Industry Can Be Classified Into Three Distinct Phases.

Phase I- Pre-Liberalization Era (1980-89)Phase II- Post Liberalization Era (1990-99)Phase III- Post 2000

1. Phase I- Pre-Liberalization Era (1980-89)

• Entry of private sector in telecommunication equipment manufacturing-1984

•  Formation of Mahanagar Telephone Nigam Limited (MTNL) and Videsh Telephone Nigam Limited (VSNL)-1986

• Telecom commission was set up-1989

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• The Indian Telecom Sector Is One Of The Fastest Growing In The World And Projected That India Will Have Billion Plus Mobile Users By 2015

• In Today’s Information Of Telecom Industry Has A Vital Role To Play.

• Indian Telecom Sector Is More Than 165 Years Old.

• Telecommunication Was First Introduced In India In 1851 Near Kolkata.

• After That Telephone Services Were Formally Introduced In India Later In 1881

• The Indian Telecom Sector Was Entirely Under Government Until 1984, When The Private Sector Was Allowed In Telecommunication Equipment Manufacturing Only.

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2. Phase II- Post Liberalization Era (1990-99)• Liberalization of Indian economy-1990s •  Private sector participation in provision of VAS such as cellular

and paging services-1992•  National telecom policy announced-1994•  Telecom regulatory authority of India (TRAI) was established in

1997•  New telecom policy (NTP) announced-1999 3. Phase III- Post 2000• Bharat Sanchar Nigam Limited (BSNL) established-2000• National Long distance (NLD) and International Long distance

(ILD) service opened to competition-2000• CDMA technology launched-2000• Internet telephony initiated-2000• Reduction of license fees-2000• VSNL privatised-2002• Launch of mobile service by BSNL-2002• Calling party pays (CPP) was implemented-2003• Broadband policy was formulated-2004• Intra circle merger guidelines established-2004• FDI limits increased from 49% to 74%-2005• Number portability was proposed-2006

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INTRODUCTION OF MNP

• Mobile Number Portability Is The Process By Which, You Can Shift To Another Operator Of Your Choice, While Retaining Your Old Number. Say Goodbye To Inflated Billing, Call Drops And  Sub Standard Network

• Mobile Number Portability Is Now Crucial Issue For The Mobile Service Providers. The Most Challenging Job For The Present Day Is That Retain Existing Mobile Customer. The Mobile Operator’s Ability To Retain Its Customer Has A Direct Impact On Its Profitability And Effectiveness. Losing A Customer Will Affect The Mobile Operators In Terms Of Cost.

• On The Other Hand, There Are Several Downsides To Using Mnp Services. With The Use Of MNP Customers Will Generally Be Oblivious To The Network They Are Calling. In The Past, Operators Have Had A Specific Number Code Before The Remaining Numbers That Comprise A Phone Number, In Order To Make It Easy For Callers To Identify Which Network They Are Calling. With The Use Of MNP, However, This Code Serves Very Little Purpose As It Does Not Mean That A Customer With Such A Code Still Belongs To The Corresponding Network

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MNP solution :-• Terminology • Database management for MNP• Technical Aspects of MNP Implementation

There Are Four Different Schemes For The Implementation Of The Routing:

1. All Call Query (ACQ) 2. Query On Release (QOR) 3. Call Drop Back (CD) 4. Onward Routing (OR)

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• Remove Barrier To The Free Choice Of Mobile Operator, By Customer

• Ensure To Increase In The Level Of Open Competition Among Mobile Network Operators.

• For The Service Provider To Improve On Quality Of Services And Customer Satisfaction.

• Make It Easier For The New Mobile Entrant To Gain Market Share.

OBJECTIVE OF MOBILE NUBER PORTABILITY

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There Are Mostly Three Types Of MNP• Location Portability • Service Portability • Operator Portability

TYPE OF MNP

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Administrative arrangement is equally important as the technical arrangement.

1. Porting request:-2. Porting authentication:-3. Time to port:-4. Tariff transparency:

PROCESS OF MNP

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WHY MNP?

• Removes Barriers To Switching Networks For Customers, Thereby Increasing Customer Choice

• More Choice Would Translate Into Greater Competition Among Operators To Retain And Attract More Customers, Leading To Better Quality Of Service And Reduced Tariffs. 

• MNP Also Allows Effective Utilization Of Numbering Resources, As One Customer Is Bound To Stick To His Mobile Number For A Much Longer Time, Even If He Is Switching Service Providers. Taking A Deeper Look Into The Effect That MNP Implementation Would Have On The Following Parameters Puts Things Into Better Perspective. We Can Classify These Effects Into Static And Dynamic

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 PROBLEM OF THE STUDY

LIMITATION OF MNP• Consumer Allowed To Switching Operator Only 90 Days After A Connection Is

Activated.• Consumer Allowed To Change Operator Within Their Registered Circle Only ( If You

Are Within Gujarat Circle You Can’t Shift To Rajasthan Circle.)

POSITIVE AND NEGATIVE IMPACT OF MNP ON MOBILE OPERATORS

• Operator Who Are Having Existing Strong Base Of Customer Will Able To Maintain Customer By Providing Competitive Services.

• New Telecom Service Provider Can Survive In The Market By Providing Competitive Tariffs And VAS.

• Competition Among Telecom Service Provider Increasing.

• Profit Margins Are Likely To Decline.

• Complex Task To Find Out Subscribers Owns By Operator As It Can Change Service Providers When Ones Found Better Value For Money.

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THE OBJECTIVE OF THE STUDY

Primary ObjectivesTo Investigate The Effect Of Mobile Number Portability On Mobile Phone Users Within Telecom Circle.

Secondary Objectives• To Determine The Response Rate Of Users Towards Mobile Number Portability.• To Find Out The Reasons Of Using Mobile Number Portability.• Ensure To Increase In The Level Of Open Competition Among Mobile Network

Operators.• To Find Out The Impact On Service Provider Of Mobile Number Portability.• To Find Out The Problems In The Process Of Mobile Number Portability.• To Find Out The Usage Of Mnp Across The Different Demographics.

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RESEARCH METHODOLOGY 

17DATA ANALYSIS AND INTERPRETATION

0 to 20 21 to 40

41 to 60

Above 60

Age

0

10

20

30

40

50

60

32.33

48.67

15.33

3.67

Age

H.S

.C

Gra

d-uate

Post

G

rad-

uate

Oth

er

Qualification

05

101520253035404550

13.66

45

2318.33

18

Single Married Othermarital status

0.00

10.00

20.00

30.00

40.00

50.00

60.00

70.00

80.0072.33

27.67

0.00 Male Female OtherGender

0

10

20

30

40

50

60

7060.66

39.33

0

Marital status Gender

19

Air

tel

Vodafo

ne

MTN

L/B

SN

L

Idea

Air

cel

Tata

Doco

mo

Reliance

Oth

er

mobile connection

02468

101214161820

12.05

16.99

8.77

18.08

12.6

15.89

9.59

6.03

Which Mobile Connection Do You Own?

20

Pre

Paid

Connect

ion

Post

Paid

Connect

ion

Corp

ora

te C

onnect

ion

Mode of Connection

0

20

40

60

80

100 87.21

12.790

Poor

Fair

Av-

er-

age

Good

Ex-

cel-

lent

Satisfaction level with current Operator

0

5

10

15

20

25

30

35

16

29 29.67

19.67

5.67

What Is The Mode Of Your Mobile Connection?

How Satisfied Are You With Your Current Mobile Connection? Rate

Your Satisfaction level?

21

Poor Fair Average Good Excellent0

10

20

30

40

50

60

70

80

90

52

64

82

59

43

74

58

76

55

37

47

57

80

67

4955

46

58

69 7267

48

72

5459

Connectivity Tariff Plans Call Drops Network Coverage Customer Service

How Will You Rate Your Mobile Connection Services In Following Terms?

22

Yes

No

Not

Sure

Know What Mobile Number Portability

0

20

40

60

80 77.67

18

4.33

Yes NoSwitched To Other Network

0

10

20

30

40

50

60

70

80

90

19

81

Do You Know What Is Mobile Number Portability?

Have You Switched To Other Network?

23

Air

tel

Vodafo

ne

MTN

L/B

SN

L

Idea

Unin

or

Tata

Doco

mo

Reliance

oth

er

Which Network You Switched To

0.00

5.00

10.00

15.00

20.00

25.00

30.00

26.32

19.30

3.51

21.05

14.04

8.77

7.02

0.00

Just

Try

To M

NP

Dis

sati

sfied W

ith C

urr

ent

Connect

ion

No,

I A

m N

ot

Willing T

o

Sw

itch

Oth

er…

……

……

…..

Reason For Switching

0

10

20

30

40

9

36.3342.67

12

Which Network You Switched To?

If You Are Willing To Switch, What Is The Reason For

Switching?

24

Air

tel

Vodafo

ne

MTN

L/B

SN

L

Idea

Unin

or

Tata

Doco

mo

Reliance

oth

er

Mobile Connection Would You Want To Switch To

0.00

5.00

10.00

15.00

20.00

25.00

30.00

22.3321.33

2.00

25.67

12.6712.00

4.00

0.00C

onnect

ivit

y

Tari

ff Pla

ns

Call D

rops

Netw

ork

Cov-

era

ge

Cust

om

er

Serv

ice

Oth

er

Reason To Stick To The Existing Networks

0.00

5.00

10.00

15.00

20.00

25.00

30.00

35.00

11.67

32.33

21.67

16.33

13.67

4.33

Which Mobile Connection Would You Want To Switch

To?

If You Are Not Willing To Switch, What Is The Reason To Stick To The Existing Networks ?

25

Poor

Fair

Avera

ge

Good

Exce

llent

Importance of Mobile Number Portability in India

0

5

10

15

20

25

30

35

21

31

28

10.33 9.67

Yes

No

Not

Sure

Aware The Procedure Of MNP

0

20

40

60

18

60.67

21.33

How Importance /Useful Do You Think Would Mobile Number Portability Prove To Be In The Indian Market Scenario?

Are You Aware Of The Procedure To Be Followed For Mobile Number Portability WhileSwitching Connections ?

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Findings

In The Survey For Mobile Number Portability We Find The Use And Perception Of Customer About Network Operator.

  In This Project We Find That Some Network Operator Who Has Strong Market

Strength I.E Vodafone ,Airtel, Idea Having Their Loyal Customer.  Customers Are Switching To New Network Operator Because Of The Value

Added Service, Network Coverage, Call Cost, Tariff Plane Etc.   In MNP Service Where Customer Are Not Properly Aware About The Services.

As Per The TRAI Total Mobile Subscribers Are 931.95 Million From That 2.47 Million MNP Request Are Received.

At Starting Time Advertising Of MNP Was Very High. But Now Days There Is No Advertise Which Create Unawareness Of Customers.

  Through MNP Service Customer Can Switch Their Service To Other Network

Provider With Same Mobile Number. But These Lead The High Competition In The Market.

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In Indian Market There Are Many Network Operator From Them Some Network Operator Are Not Having Strong Customer Power I.E Aircell, BSNL, Uninor, Videocon, Loop, Virgin, MTS ..Etc

In This Survey We Find That Many Customers Who Are Stay With Their Existing Service Provider. Where They Are Satisfied And Some Other Customer Who Are Not Satisfied With Their Current Service Provider Where They Willingly Want To Switch To Service Provider Who Has Beneficial Plans, Offer, Network Coverage Etc.

  Most Of The Subscribers Subscribe MNP Services Due To Low Prices And

Easy Process.   MNP Helps Mobile Phone Users To Change From One Mobile Operator To

Another Without Changing Mobile Phone Number.   Being The First Promoter Of MNP Services In India, Idea Get Success In

Terms Of Attracting Potential Customers And Retain ing Existing Customer.  Because The Users Of MNP Services Are Young, Teenagers And Couples Etc.

Hence It Compels Operators To Think On Segmen tation In The Prepaid Market.

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Limitation Of The Study  The Shortage Of Time And Money Will Limit The Number Of

Samples In To Minimum

The Advanced Statistical Tools Not Used For Analysis.

At The Time Of Research Respondents Are Not Ready Give Answer.

Many Respondent Give Unbiased And Dishonest Answer.

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SUGGESTION  Operator Should Focus On Maximizing The Relevance Of Subscribers Profile,

Interest, Prepaid Balance, Past Behavior.  Network Operator Should Offer Long Term Loyalty Benefits Staggered Over A

Period Of Time.

Research Findings Suggest That Different Groups Have Dif ferent Switching Behavior. Age, Gender, Marital Status And Brand Have Significant Dependency On Those Who Switch.

Operators Should Design The Customer Care Service Under In spection. It Will Answer All Calls To The Customer Care Centers Within 10 Seconds Or Reverse The Money Spent On The Call.

In Case Of Any Call Drop, Subscribers Will Have To Send An SMS For Getting

Their Money Back.

Operator Should Give The Advertising On TV, Radio, Newspaper With Attractive Packages. Which Leads To Use Of MNP

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Continue…..

In High Competitive Market Operator Should Provide Discount Offer And Value Added Pack Which Help Win Back The Subscriber.

Operator Should Focus On Network, Backend Operation, Technology Operation And Setting Up Systems For The Better Services.

  Operators Who Provide Only CDMA Service Should Try To Provide Switching

CDMA To GSM.  For Attracting New Customer Service Operator Has To Provide Low Charges Or

Think On Offering A SIM Card Free Of Cost Along With Additional Talk.

They Should Think On Offering Special Tariffs, Free SMS, Free Data Pack For Period Of Time.

Research Finds That’s Different Groups Have Different Switching Behavior, Age , Marital Status, Gender. Etc

THANK YOU