EXECUTIVE SUMMARY

The project title Competitive Analysis of Broad band user in Mumbai City involves a study of competition in broadband in different areas of Mumbai city. It also enables to get an idea about the potential demand of the customer interested in acquiring broadband services. The project also aims at finding out the PC penetration in various areas of Mumbai city. It aims at understanding the demand of the customer. Through this project, the current status of Iqara Telecoms Ind Pvt Ltd. was known in terms of quality, pricing, channel of distribution and the range of products offered. Project title COMPETITIVE ANALYSIS OF BROADBAND USER IN MUMBAI CITY The reason for selecting this company and project IQARA TELECOMS INDIA PRIVATE LIMITED The reason why I choose Iqara Telecoms India Private Limited for my summer project is the fact that it meets all the qualifications of being a dream company to work with which is evident from the following facts and figures:

IQARA TELECOMS INDIA PRIVATE LIMITED is one of the dominant firms in the field of broadband and has achieved lots of success within a short period of time. IQARA TELECOMS INDIA PRIVATE LIMITED is a part of British Gas based in UK and is one of the rarer multinational broadband companies based in India.

 IQARA TELECOMS INDIA PRIVATE LIMITED has around ten major branches in India and is growing at a rapid pace.

Location: Iqara Telecoms India private limited 1-C, Nirlon Complex Goregaon East Mumbai-400063

Duration of the project: The duration of the project was from 1st June 08 to 31st July 08(i.e. 2 months) Result of the project: The project report gives the idea about the potential demand of broadband service in various area of Mumbai city. It also enables to study the level of competition in the field of broad band and find out the dominant broadband companies with maximum market share. It helps in finding out the various facilities offered by the competitor and the pricing strategy used by the competitors.

Research objectives
Primary objectives

The main objective of the research is to study the level of competition in the field of Broadband services being offered by various companies Secondary objectives: The basic research objective of carrying out this project is to know the following: To find out how many people can really afford to avail the broadband services. To find out in which all areas internet is available and in which areas it is not available. In other words, to find out the internet accessibility in the Mumbai City. To get an idea about the facilities offered by the competitors. To get the customer feedback on the use of various broadband /internet services. To get the knowledge of pricing strategies used by the competitors. To find out the current status or ranking of the firm in the market. To understand the demand of the customer. To aim at customer satisfaction with improvised services. To find the PC penetration in various area in Mumbai City. To find out the potential demand of broadband/internet.

The scope of the project is as follows:

It was nice experience of working with IQARA Telecoms India Private Limited for the summer training of mine. While my project with them I learned a lot and it also helped me sharpen my knowledge about marketing. They told me about the different aspects of marketing and helped me learn how to analyze a customer for prospect of a business. They were very impressed by my work and I hope to join the organization if given a chance to do so. The company is related to IT sector and I find a good future of this company in coming time. As it is also a rapidly growing MNCs in Mumbai, it has also acquired a good position in the market and is trying hard to prove its supremacy among other competitors.

COMPANY PROFILE
NAME OF THE COMPANY: Iqara Telecoms India Pvt. Ltd., Mumbai. 5

MISSION STATEMENT: To enable you to harness technology by providing innovative, secure, value for money, reliable and the high quality broadband solutions. VISION: To revolutionize our customers internet experience. SLOGAN: Expand your imagination.

IQARA is a fully owned subsidiary of the UK based BG group, a leading player in the global energy market, with operations in 20 countries across five continents. BG has long

term commitments and interest in India and plans to double its current investments in India to over US $1 billion. IQARA is BGs telecom arm. Iqara provides a portfolio of high quality internet solutions for data and voice, to satisfy corporate and residential customers. Leveraging its technological and project management skills, Iqara has a state-of-the-art telecom networks in India and offers broadband enabled services under the brand name Iqara. Iqara telecoms in India offers its services across major cities viz. Mumbai, Bangalore, Hyderabad, Chennai, Mumbai, Gurgaon, Surat, Ahmedabad, Vadodra, Navi Mumbai and Vishakhapatnam, with plans to roll out to other cities in the near future.

IQARAs commitment towards Health, Safety and Environment IQARA recognizes the protection of health and safety and protection of environment as an integral part of its business. IQARAs concern spans its employs and those affected by its operations. The company considers this as the prime responsibility of management at every level. Health, Safety and Environmental policy: IQARA telecoms will: Identity health, safety and environmental hazards arising from its business and assess and manage associated risk across the full lifecycle of its operations and projects. Develop and maintain effective contingency plans. Comply facilities and applicable statutory regulations.

Design facilities and conduct operations in a way that mitigates or minimizes unacceptable risk.

Remain committed to continual improvement in health, safety and environmental performance.

Encourage its associates to demonstrate the same level of commitment for continual improvement in health, safety and environmental performance. Encourage everyone to share his/her experience and best practices, whenever possible.

Make available appropriate resources to implement these policies. Ensure compliance with the policy through a process of education, training, guidance, review and audit.

Security Policy: It is the commitment of IQARA telecoms India Private Limited through this policy to protect its personnel, physical assets, information and its reputation from all forms of harm. For instilling the importance and implementation of this security policy. IQARA Telecoms India Private Limited will: Identify and regularly evaluate security risks in all aspects of its business. Develop and maintain effective security management processes to mitigate or minimize identified risk by use of proactive and cost effective measures and procedures. Record, analyze and investigate all reported security incidents to prevent theit recurrence.

Expect a positive commitment to security by all levels of management and provide adequate resources proportionate with the assessed risks. Develop contingency plans to cover foreseeable incidents and test the same in their effective implementation.

ISO CERTIFICATION IQARA telecoms are Indias first ISO 9001:2000 certified ISP, dedicated to the broadband business. We received our certification from British standard institution, a leading UK based certification agency. The certification is a highly regarded and internationally recognized quality management standard that places us among the best in the business. Over the past few months, we have taken steps to enhance our capabilities to service our entire customer better. While ISO has helped us redefine our process, we will continue adhere to them and continuously seek their refinement. The ISO certification is only a step in the journey we have undertaken towards total quality.

SOLUTIONS AND SERVICES

o Data Connectivity Services o Voice Services o Value Added Services

DATA CONNECTIVITY SERVICES

IQARA offers high speed solution for businesses that require high performance and always on dedicated internet accesses. 9

Business customer today needs robust access solution that evolves with changing business condition. The IQARA internet product suite offers a range of options to suit your access need and support all your mission critical communication. By maintaining an end to end solution, IQARA can offer a single provider solution, backed by stringent industry Service Level Agreement (SLA) for added peace of mind. Technically skilled customers support engineers fully support, and monitor your internet access with the power, quality and reliability that you expect from IQARA. Quick installation on our network and consistent reliable bandwidth ensuring customer satisfaction. IQARAs high speed connection can help boost your business productivity and efficiency. The IQARAs backbone network is fully redundant and is continuously monitored to ensure a robust, fast internet service and a superior network experience over our competitors. IQARAs high speed internet connection can expand your business global reach while improving communication, increasing productivity and reducing cost.

Internet Bandwidth Solution

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 Leased Internet Bandwidth

Iqara Leased Internet Service (LIS) is available in speed ranging from 128 Kbps to 1Mbps, TI & EI (multiple) links. The Internet Bandwidth can be available in compression ratio of 1:2 (shared) &1:1(premium). All speed are symmetrical, meaning that downloads and uploads are equally fast .with Iqaras LIS, large files and images can be transmitted with same upload and download speed. Quick, hassle free upgrades of Bandwidth on the Iqara network.

Customized Bandwidth Solutions Customized bandwidth solution is an offering catering specifically to call centers or BPOs, which work according to the US time schedule. IQARA has a time based product where the bandwidth can be higher during night time and lower during day time. Hence a higher throughput can be experienced during the peak hours of US day time schedule. Video Conferencing (VC) Solution Video conferencing provides todays businesses with all the advantages of face to face communication, while improving productivity and reducing the expense of travel. Conferencing enable your company to conduct video conferences with a single location or multiple locations virtually anywhere in the world. IQARA data transfer product permits you to have video conferencing through a leased line, enabling you to pay as you use. IQARAs internet bandwidth has been tested on industry accepted VC equipment like Polycom, Tandberg etc.

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Multi-Office Connectivity

This refers to connectivity between offices using the public internet. The key features of Iqaras services are: High availability, using the multiple links to the internet providing high redundancy for low failure rate. Low latency to most part of the world due to undersea-based fiber connectivity to the US, UK and Asia Pacific. Services backed by Service Level Agreement (SLA) to reflect the service requested. IQARA owns last mile solution in many cities for affecting a high control on uptimes and SLA. Choice of Last Mile option including backups on ISDN lines. Flexibility of billing plans. Both fixed and data transfer plans available.

VOIP SERVICES

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Voice over IP (VOIP) is the latest technology that can reduce telephone costs dramatically for businesses relying mostly on the Public Switched Telephone Network (PSTN) for making voice calls. Implementation of a VOIP solution, allows voice calls to be routed over the Internet Cloud. The solutions designed by IQARA, support industry-standard protocols to ensure optimum inter-operability and voice quality. IQARAs voice solutions support the standard-based protocols H.323 and SIP, for sending voice over the Internet Cloud.

H.323: H.323 is an ITU-T standard for multimedia videoconferencing on packet-switched networks. H.323 is a stack in its own right (a combination of other protocols) that governs terminals, gatekeepers, gateways and MCUs involved in a transmission.

SIP: The session initiation protocol (SIP) is a signaling protocol used for establishing session in an IP networks. SIP is an IETF application layer protocol for establishing, manipulating, and tearing down sessions. SIPs main purpose is to help session originator deliver invitations to potential session participants wherever they may be.

Call process:

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The call traverse networks using internet protocol (IP). This means hat the call are going over the internet, which uses IP to transport, the calls from one location to the other. Iqara routes the IP call to the internet telephony providers (ITSP-IQARA) point of presence (POP) in the US, which in turn connects to the Public Telephone System in the country, where the call is destined. Iqara has large connectivity to the ITSP in the US to ensure a near toll quality voice experience.

Iqaras POP contains the ITSPs switch, which: Digitizes and compresses the voice. Routes the call to the internet. Converts the packets of data at the receiving end, to a form compatible with the circuit-switch network. Tracks billing information.

Enterprise Voip Services

International calling: This solution is ideal for companies that want to save money on international calls. Extremely flexible and scalable, this solution is ideal for a wide range of settings and applications that exist in enterprises today. The solution offered is fully compliant with the H.323 standard, ensuring its interoperability with multi-platform hardware and software.

How you benefit: 14

 Save up to 70%on international calls. Lower your operational and administrative overheads. Enjoy voice reliability and conversation quality. Interoperable and scalable solutions designed to cater to the size of your business. Receive the best service levels.

VALUE ADDED SERVICES Iqara offer high reliability, low latency bandwidth solutions in many Indian cities.

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Some of the services offered are as follows: Corporate mailing (IQ-Mail): Iqara offers state-of-the-art corporate mailing solutions for customers. this will enable you to get your own company domain E-mail id. With Iqara I-Mail you can access your mail from anywhere in the world at a minimal cost IQ-Mail also offers customers the attractive proposition of minimum investment on hardware. Some key features &benefits of our managed mail services are: Access from anywhere in the world. Dedicated mail servers Multiple mail ids Customized mail box Anti-virus Anti spam filters Catch all account Hosting services Iqara can provide customers with hosting services on state of the art servers. The hosting services are of two kinds i.e. shared and dedicated. Benefits of Iqara are hosting services: 24x7 monitoring & management firewall automated data backup

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 logs Co-location service: Co-location refers to an approach wherein customer can co-locate his server in a place where he can gain accessibility to redundant infrastructure as well as gain access to high network bandwidth. With Iqaras co-location services, our customers can co-locate their server at our facility with multiple peering options, thereby assuming better connectivity and uptime A customer can co-locate his own equipment i.e. servers to our managed data centre and choose rack connectivity that best meets his individual needs namely single server colocation, quarter racks, half rack, full rack & customized cage solutions. Benefits of iqara: The NOC is designed to meet international Standards. Stable power supply with built-in redundancy. 24x7 monitoring Multiple bandwidth options leading into data center. Fully protected backhaul and network. Redundant switch ports. Controlled air conditioned environment Fire alarm and suppression system Adequate physical space.

Corporate SMS: Iqara also provides corporate short messaging Services, with the SMS platform 17

Hosted on robust service. Customer subscribing to the SMS service will receive a unique username and password that will enable them to log in to the application or web interface to Send a message.

Some features of the SMS service are: Sending message Scheduling Messages Address Book Group messages Number Sending Delivery reports Outbox

Data Backup Services: We also provide backup services that are aimed at reducing and limiting the impact of unforeseen events on critical business processes and data.

VOICE OVER IP CONNECTIVITY SERVICES

International VoIP: 18

Iqara offers near toll quality internet telephony services. This is on account of having our own network. This service can be delivered at very cost effective rates compare to typical ISD services. Iqara routes the IP call to the Internet Telephony Providers (ITSP-IQARA) point of presence (POP) in the US, which in turn connects to the public telephone system in the country where the call is destined. Iqara has a large connectivity to the ITSP in the US to ensure a near toll quality voice experience.

Iqaras POP containing the ITSPs switch, which: Digitizes and compresses the voice Router the call to the Internet Converts the packets of data at the receiving end, to a form compatible with the circuit-switched network Tracks billing information

SME Unlimited plans: If you spend time surfing the Internet, downloading movies, songs etc then Iqara offers you the perfect Suvidha Plans at economical rates and great speeds. Set yourself free with IqaraSuvidha Plans featuring hour of internet access & huge amount of data transfer.

IQARA ADVANTAGE: Our own last mile.

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 Redundant back haul links (more than two) across cities. Fast, affordable and reliable connections through Iqaras state-of-the-art internet network that increases accessibility to the internet. Scalable bandwidth options from 128 kbps up to multiple EIs Circuit provisioning and maintenance Service level Agreement(SLA) Efficient customer service and technical support. Quick installation Secure private connections. Competitive pricing. Points of presence in major metropolitan regions in India(11 cities and growing)

TECHNOLOGY GENERAL DATA POINTS

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Outputs: The output of iqara leased internet, over its own network infrastructure will be a DOCSIS compliant Cable Modem (viz Motorola surf board SB5100) Iqara also provides leased internet Bandwidth over third party last mile like BSNL, MTNL and Private Players wherever iqara does not have its own network. In such cases, the output will be either serial V.35 or Ethernet with respect to the physical output interface.

Customer premise equipment (CPE): Iqara Enterprises service requires the use of a compatible router (CPE) for the termination of internet link. You can purchase the CPE directly from iqara, lease the CPE for a low monthly fee or bring your own compatible router. The actual installation of this CPE is included as part of the installation process. You will also need a 10BaseT Ethernet Network Interface Card (NIC) or Serial V.35 Card (depending on the last mile) installed on each CPE that will connected to the internet link. Purchase CPE Option: Iqara provides the necessary router for you depending on the availability of the specific CPE in stock or with Iqara preferred network vendor. Lease CPE option: Iqara also has a lease option where iqara supplies you with the CPE needed for your internet link, as well as the installation of that equipment. one of the major advantages of this option is that iqara provides full service and support for your CPE- so you just have one point of contact, which will save your time and hassles of dealing with separate vendors. Customer owned CPE option: if you would like to supply your own router, this option allows you to do so as long as its compatible with iqara services.

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Iqara will assist in initial configuration of your router. This option saves you from having to buy or rent equipment, which you may already have. Backup /Redundant Facility: Backbone redundancy: Iqara provides redundant exits to the internet through multiple national long distance and international cable systems. Last mile redundancy: Iqara provides a redundant service option that makes available a back-up connection in the event of a primary failure. This is through an ISDN back-up port at Iqara end during downtimes of the primary link. ISDN installation and telephone charges will be payable at actual by the client.

Network Usage Reports: Iqara will provide you a real time Online Service Monitoring Portal (NMS) Access link that can generate a detailed graph about Bandwidth Usage, packet Loss statistics, etc.

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Iqara technical support: As an Iqara customer, you get know legible technical support help desk 24 hours a day, 7 days a week,365 days a year, during installation and after Iqara provides single, point-of-contact helpdesk services via a common all India number.

Products & Services: At Iqara, we offer a wide range of products and services to enhance your Internet surfing experience. Amazing surfing & downloading speeds, internet telephony, live audio video streaming, chat and gaming are just some few of the possibilities with an Iqara connection.

List Of Competitors BSNL VSNL

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 HATHWAY RELIANCE SIFY

ORGANIZATIONAL STRUCTURE OF IQARA TELECOMS INDIA PRIVATE LIMITED

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CEO

FINANCE
DEPARTMEN T

MARKETING
DEPARTMEN T

IT
DEPARTMEN T

HUMAN RESOURCES DEPARTMENT

SALES MANAGER

MARKET RESEARCH DEPARTMENT

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PRODUCT RANGE AND VARIETY

Data Transfer Plans Plan Speeds Monthly Free Additional MB Up to (Kbps) Charge(Rs.) Data Transfer Charge (Rs.) DT100 256 100 150MB 1.50 DT250 256 250 500MB 1.20 DT500 256 500 1200MB 0.99 DT650 512 650 2GB 0.99 DT800 512 800 3GB 0.99 DT950 512 950 4GB 0.99 Usage deposit- Rs.250/-. Speeds above 256 Kbps require a dedicated modem. Hourly Plans Plan Speeds Monthly Free Charge per Additional Hour(Rs.) 15 15 Up to (Kbps) Charge(Rs.) Hours HH250 128 250 25 HH350 128 350 50 Usage deposit-Rs. 250/-. Unlimited plans Plan UN450 UN650 UN1500 Usage deposit-Rs. 500/Speeds Up to(Kbps) 96 192 256 Monthly charge (Rs) 450 650 1500

Night plans Plan Speeds Monthly charge (Rs) 499 Up to(Kbps) Night angel 256

Usage deposit- Rs. 500/- surfing time weekdays between 10pm and 10am. Sunday surfing free. Installation charge Rs 250/- hardware cost extra. Taxes as applicable. 26

Hardware options Modem Owned Dedicated rental Shared rentals Taxes as applicable Monthly rental (Rs) 99 99 Refundable Charges (Rs) Deposit 500 1700 -

THEORETICAL BACKGROUND
Project Information IQARA TELECOMS INDIA PRIVATE LIMITED is one of the dominant firms in the field of broadband and has achieved lots of success within a short period of time. The project report gives the idea about the potential demand of broadband services in various areas of Mumbai city. It also enables to study the level of competition in the field of broadband and find out the dominant broadband companies with maximum market share.

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It helps in finding out the various facilities offered by the competitors and the pricing strategy used by the competitors. Iqara also provides corporate Short Messaging Services, with the sms platform hosted on robust servers. Customers subscribing to the sms service will receive a unique username and password that will enable them to log in to the application or web interfaces to send a message. Iqara provides redundant exits to the internet through multiple national long distance and international cable systems. Iqara Enterprise service requires the use of compatible router (CPE) for termination of the internet link. The broadband companies are offering high prices of broadband laying emphasis on the speed of broadband. The price vary according to the speed offered. However most of the consumers are not at all satisfied with the pricing of the broadband companies. However broadband companies should charge a reasonable price for the services being offered by them.

Differentiation: price discrimination between different groups of customers is to take place. Quality/price: quality is the main consideration while fixation of the prices of various services being offered.

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4 Cs OF CUSTOMER SERVICE MIX The Iqara telecom India private limited lays its emphasis on the 4Cs of customer service mix i.e. as follows: Convenience Connectivity Choice Creativity

5 Es OF RELATIONSHIP MARKETING Effective Efficient Enjoyable Enthusiastic Ethical

CHARACTERISTICS OF SERVICES BEING PROVIDED BY THE BROADBAND COMPANIES

CHARACTERISTICS Intangibility

PROBLEM Cannot be easily displayed Cannot be patented

MARKETING STRATEGY Provide tangible clues Stimulate word of mouth Use personnel sources Use post purchase Communication

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Inconsistency

Standardization hard to achieve. Hard to set up quality control Can only predict quality or determine it after the service is performed.

Stress on standardization and performance. Focus on employee training Programmes, performance evaluation Licensing and other forms of credential requirement Need strong training programmes, incentives. Focus on personal attention Focus on convenience, saving time, faster service. Extended hours Focus on competence and expertise. Predict fluctuating demand Manage capacity to balance supply and demand.

Inseparability

harder to mass produce Less efficient than production good Customers must be present

Inventory

MARKET SEGMENTATION

It the process of segregation or division of markets into various groups or sub-categories in order to identify the target market for the product. Segmentation is a very important tool available to the company to find the probable base of its customers for its product. Every company, which launches a new product in the market, should go in for segmentation to find out the target customers for its product.

There are mainly four types of segmentation: 30

1. Demographic segmentation 2. Geographic segmentation 3. Psychographic segmentation 4. Behavioral segmentation

Demographic: in this the market is divided into groups on the basis of variables such as age, family size, race, generation, nationality, income, occupation, and social classes. Demographic variable are the most popular bases for distinguishing customer groups.

Geographic: geographic segmentation calls for dividing the market into different geographical units such as nation, states, regions, countries, cities, and neighborhoods. The company can operate in one or few geographic areas, or operate in all but pay attention to local variations.

Psychographic: in psychographic segmentation, buyers are divided into different groups on the basis of lifestyle or personality or values. People within the same demographic group can exhibit very different psychographic profiles,

Behavioral: In behavioral segmentation, buyers are divided into groups on the basis of their knowledge of, attitude toward, use of, or response to product. Many marketers believe that behavioral variables are the best starting points for constructing market segments.

MARKET TARGETING
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The broadband services are mainly targeted on the two types of users namely: Home users Corporate users The company laid it emphasis on the area having the largest potential demand of the broadband services in order to utilize the various nodes placed by the company in different areas of Mumbai city in the most effective and efficient manner.

POSITIONING BASED ON SERVICE CHARACTERISTICS

SERVICE CHARACTERISTICS INTANGIBILITY RESPONSE Offer a tangible representation Offer an augmented service BASIS OF POSITIONING The reputation and special capabilities of the firm itself Expertise position Reliability position Innovativeness position Performance position Augmentation of product offering Extra service Product augmentation

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INCONSISTENCY

Superior selection, training and monitoring of contact personnel Package the service Industrialize the service production process

People advantage More attractive package offering A superior product through technology(i.e. faster, more reliable, better value for money) Accessibility Extra attention given to individual requirements Satisfaction of more user needs within the sector

INSEPARABILITY

Use multisided locations Customize the service Offer complete product line

SERVICE QUALITY DIMENTION Customers have five dimensions in their assessment of service quality 1. Reliability: ability to perform the promised service dependently and accurately. 2. Assurance: employees knowledge and courtesy and their ability to inspire trust and confidence 3. Tangibles: appearance of services caps like physical facilities, equipment, personnel and written materials. 4. Empathy: caring, individualized attention given to customers. 5. Responsiveness: willingness to help customers and provide prompt service. HOW TO GAIN COMPETITIVE EDGE: Service quality performance is the best competitive weapon. Service quality performance is more difficult to manage than product quality performance. To truly understand service quality, one must truly understand service management.

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Think service management. Use time base competitive strategies. Use interlinking to excel at service quality performance. Understanding personal relationship and different cultures. Make quality improvement a way of life.

SWOT ANALYSIS
Every organization whether it is big or small, must analyze itself, i.e. to know what is its strength and weakness and what opportunity it can avail in the external and the internal environment and the threats which could possibly be a hurdle in the growth of the Every organization whether it is big or small, must analyze itself, i.e. to know what is its strength and weakness and what opportunity it can avail in the external and the internal environment organization. The SWOT analysis provides an opportunity to meet the gaps in order to become a global competitor. The SWOT analysis of IQARA TELECOMS India private limited would be as follows: STRENGTH

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 The companys strengths lie in its variety of product range being offered to various customers. IQARA is one of the rare MNCs being operating in the field of broadband. IQARA offers a wide range of products and services to enhance your internet surfing experience. Amazing surfing and downloading speeds, internet telephony, live audio video streaming, chat and gaming are just some of the few possibilities with IQARA connection. IQARA offers state-of-the-art corporate mailing solutions for the customers. This will enable you to get your own company domain E-mail ID. With IQARA I-mail, you can access your mail from anywhere in the world at minimal cost. IQ-mails also offer customers the attractive proposition of minimum investment on hardware. IQARA offers high-speed solutions for business that require highperformance and always-on dedicated Internet access. Business customers today need robust access solutions that evolve with changing business conditions. The IQARA Internet product suite offers a range of options to suit your access needs and support all your mission critical communications. By maintaining an end-to-end solution, IQARA can provide a singleprovider solution, backed by stringent industry Service Level Agreement (SLA) for added peace of mind.

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 Technically skilled customer support engineers fully support, and monitor your Internet access with the power, quality and reliability that you expect from IQARA. Quick installation on your network and consistent, reliable bandwith ensuring customer satisfaction. IQARAs high speed connection can help boost your business productivity and efficiency. The IQARA backbone network is fully redundant and is continually monitored to ensure a robust, fast Internet service and a superior network experience over our competitors. IQARAs high speed Internet connection can expand your business global reach while improving communication, increasing productivity and reducing costs. The company has a unique technology which it has got patented its use of 100% molten to make steel. This technology has slashed down the electricity charges by 90% giving the company advantage to compensate if not full than for a bit for higher raw material cost.

WEAKNESS Unable to offer the promised services to the customers in terms of speed and reliability.

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 Accessibility is difficult in sense if the customer wants to recharge his account. Prices of the services being offered are comparably higher than that of the competitors.

OPPORTUNITY Can explore more regions of India as the broadband sector is at its boom period. Growth potential of broadband sector is very high with increasing IT sector. People are willing to get more educated above the current global scenario and thus the demand of broad band is constantly increasing.

THREATS Increasing competition in the broadband sector. BSNL & VSNL are the major competitors in Mumbai city. Price sensitivity.

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RESEARCH METHODOLOGY
Research may be defined as the search for knowledge through an objective and scientific method of finding solution of problem. Research methodology is a way to systematically solve the research problem. According to Clifford Woody research comprises defining and redefining problems, formulating hypothesis or suggested solutions, collecting, organizing and evaluating data; making deductions and reaching conclusions to determine whether they fit the formulating hypothesis. It includes the various steps that are generally adopted by a researcher in studying problems along with the logic behind them. During my research I have adopted the following research design.

RESEARCH DESIGN:

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A research design is the arrangement of condition for collection and analysis of data in a manner that aims to combine relevance to the research purpose with economy in procedure. Research design is the plan and structure of investigation so conceived as to obtain answers to research questions. It includes an outline of what the investigator will do from writing hypothesis and their operational implications to the final analysis of data. Type of research design:-

Descriptive research:Descriptive research includes surveys and fact finding enquiries of different Kinds. The major purpose of descriptive research is description of the state of Affairs, as it exists at present. This method is undertaken when the researcher Is interested in knowledge about the characteristics of certain groups such as People. A research design expresses both the structure of the research problem and the plan of investigation used to obtain empirical evidence on relations of the problem. According to my research design I have performed the following steps in the project. 1. Determine the objectives of the research- As the project title itself suggests, the objective of the research is to study the competition in broadband in the Mumbai city.

2. Finding out its scope- The scope of this study revolves around the growth potential in the broadband sector and the increasing competition among the broadband companies in Mumbai. The study is conducted to understand the purchasing power and satisfaction level of people.

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3. Source of data Primary data:Primary data are the data which are original in character, obtained for the first time, being collected from the respondent, either through questionnaire or Through personal interviews. Secondary Data:Secondary data are those which have already been collected by someone else and passed through the statistical process. This data is available in the form of print material, websites, journals etc.

This Project makes use of both the sources. The sources of Primary Data were Questionnaire, Telephonic Interview and Direct Mailing. The sources of Secondary Data were Books, Magazines, Newspapers and Internet. 4. Research Instrument- Interview method or survey method was used for data collection, which was based on questionnaire, which was close ended as well as open ended. Under this method of data collection, we used to fix appointments and approach consumers directly. We used to interact with key decision makers of the companies. 5. Statistical Data: - To represent the statistical data, Pie chart and Bar chart were

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used.

Location: Mumbai City Area Covered: Modern Colony, Paud Road, LBS Road, Tilak Road, Karve Nagar Sample Size: 80 users Product Range: International VOIP, Domestic VOIP, Internet Access, Internet Telephony, Network Management and Data Connectivity Service.

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DATA ANALYSIS
Level Of Competition Among Broadband Firms IN Modern Colony, Mumbai BROADBAND COMPANIES NO. OF USERS IQARA 3 BSNL 8 VSNL 12 DSL 1

Diagrammatic Representation:

MODERN COLONY

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DSL 4% IQARA 13%

VSNL 50%

BSNL 33%

VSNL

BSNL

IQARA

DSL

Interpretation: 50% of the customers use VSNL 33% of the customers use BSNL 13% of the customer use IQARA 4% of the customers use DSL

Level Of Competition Among Broadband Firms At Paud Road, Mumbai

BROADBAND COMPANIES NO. OF USERS

IQARA 2

BSNL 10

VSNL 8

HATHWAY 3

SIFY 1

Diagrammatic Representation:

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PAUD ROAD
IQARA BSNL NET VSNL HATHWAY SIFY
0 2 4 6 8 10 12

NO. OF USERS

Interpretation: 2 customers use IQARA 10 customers use BSNL 8 customers use VSNL 3 customers use HATHWAY 1 customer use SIFY

Level Of Competition Among Broadband Firm At L.B.S Road, Mumbai

BROADBAND COMPANIES NO. OF USERS Diagrammatic Representation:

BSNL 2

VSNL 7

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L .B .S R O A D
8 7 6 5 7

NO. OF NET USERS

4 3 2 1 0 2

B S NL NE T

VS NL

Interpretation: 7 customers use VSNL 2 customers use BSNL Level Of Competition Among Broadband Firms At Tilak Road, Mumbai

BROADBAND COMPANIES NO. OF USERS

BSNL

VSNL

IQARA

Diagrammatic Representation:

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TILAK ROAD

IQARA 17% VSNL 33% VSNL BSNL IQARA

BSNL 50%

Interpretation: 33% of market share is being acquired by VSNL 50% of market share is being acquired by BSNL 17% of market share is being acquired by IQARA Level Of Competition Among Broadband Firms At Karve Nagar, Mumbai

Broadband Companies No. of user

BSNL 3

VSNL 7

IQARA 5

RELIANCE 2

Diagrammatic representation:

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KARVE NAGAR

VSNL

BSNL

IQARA

RELIANCE

RELIANCE 12% VSNL 41% IQARA 29%

BSNL 18%

Interpretation: 41% of market share is being acquired by VSNL 18% of market share is being acquired by BSNL 29% of market share is being acquired by IQARA 12% of market share is being acquired by RELIANCE

Level of Competition Among Broadband Firms In Mumbai RANKING 1 2 3 4 5 6 7 BRODBAND COMPANIES VSNL BSNL IQARA HATHWAY RELIANCE SIFY DSL NO. OF USERS 36 26 11 3 2 1 1

Diagrammatic Representation:

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NO. OF USERS
1% 1% 4% 14% 44% 3% VSNL BSNL IQARA HATHW AY RELIANCE SIFY DSL 33%

Interpretation: 44% of market share is being acquired by VSNL 33% of market share is being acquired by BSNL 14% of market share is being acquired by IQARA 4% of market share is being acquired by HATHWAY 3% of market share is being acquired by RELIANCE 1% of market share is being acquired by SIFY 1% of market share is being acquired by DSL Level Of Satisfaction Among the Customers Using Broadband Services In Mumbai CONDITION NO. OF USERS Satisfied 69 Not satisfied 26 Cant say 5

Diagrammatic representation:

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5% 26%
SATISFIED NOT SATISFIED CAN'T SAY

69%

Interpretation: 69% of the customers are satisfied with the broadband services being offered 26% of the customers are not satisfied with the broadband services and are having higher expectations. 5% of the customers are still in the confusion

Reasons For Not Being Satisfied by The Services Being Offered By Broadband Companies REASONS Low speed High price Disconnectivity

NO. OF USER

28

37

15

Diagrammatic representation:

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19% 35%
LOW SPEED HIGH PRICES DISCONNECTIVI TY

46%

Interpretation: 35% of the users are unsatisfied due to low speed 46% of the users are unsatisfied due to high prices being charged 19% of users are unsatisfied due to disconnectivity

No. Of Users Willing To Pay More If The Service Is At Its Best:

CONDITION NO.OF USERS

Willing to pay more 32

Not willing to pay more 48

Diagrammatic representation:

50

40%
WILLING TO PAY MORE

60%

NOT WILLING TO PAY MORE

Interpretation: 60% of the users are not willing to pay more 40% of the users are willing to pay more

According To You, Which Firm Provides The Best Broadband Services BROADBAND COMPANIES NO.OF RESPONDENTS VSNL 41 BSNL 15 IQARA 12 DSL 2 HATHWAY 3 SIFY 7

Diagrammatic representation

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NO. OF RESPONDENTS

SIFY HATHWAY 9% 4% DSL 3% IQARA 15% VSNL 50%

VSNL BSNL IQARA DSL HATHWAY SIFY

BSNL 19%

Interpretation: 50% respondents say that best broadband services are provided by VSNL 19% respondents say that best broadband services are provided by BSNL 15% respondents say that best broadband services are provided by IQARA 9% respondents say that best broadband services are provided by SIFY 4% respondents say that best broadband services are provided by HATHWAY 3%respondents say that best broadband services are provided by DSL According To You, Which Firm Takes Least Time In Installation Of Broadband Services:

BROADBAND COMPANIES NO. OF RESPONDENTS

VSNL L 37

BSN 20

IQARA 10

DSL 7

HATHWAY 2

SIFY 4

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Diagrammatic representation:

3% 5% 13%

9%

VSNL

45%

BSNL IQARA SIFY HATHW AY DSL

25%

Interpretation: 45% respondents say that least installation time is taken by VSNL 25% respondents say that least installation time is taken by BSNL 13% respondents say that least installation time is taken by IQARA 5% respondents say that least installation time is taken by SIFY 3% respondents say that least installation time is taken by HATHWAY 9% respondents say that least installation time is taken by DSL

FINDINGS
Mumbai is the one of the most upcoming cities of the country. People over here are increasing there scope for everything. Moreover the IT boom in the city has changed the complete scenario of the place from what it was five years back to what it is now. Companies are increasing at a very great pace in the city. MNCs are started operating in the city which has almost tremendously increased the use of internet user. People are now bore of that tedious job of dialing and connecting. They want now a speedy and time

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saving internet system. IQARA has helped them in getting the thing what they wanted by providing them with Broadband communication system. During my project time I went across the domestic side of Broadband service. I found various aspects which are listed below: Broadband sector is facing a tough competition in the city. Many companies are trying to increase their market share and take hold of the market. VSNL and BSNL are the market leaders holding about the 50% of the market. But it is different in different areas, like: In Modern Colony, 50% of the consumers use VSNL and 13% of them use IQARA In Paud Road, 45% of the customers are using BSNL and 10% are using IQARA

Although the companies like VSNL and BSNL are the market leaders but they are not able to satisfy the customers up to their expectations. People are ready to pay more to the company providing better service and quit from the service they are presently using. So it is well understood from the market research that a company with a more satisfying service will shortly take over the market from their competitors. IQARA telecom has taken a step to satisfy the need and demands of the customers effectively. Because of its demand people moving from Mumbai to Mumbai asks for its connection as they where satisfied by its use in the previous city. IQARA has got only a problem of installation and it is not feasible in every part of the city like Pasan, Koregaon Park etc. It is also lacking in advertisement process which makes it less aware among the city people. 54

So, finally I can say that IQARA is a good competitor of VSNL and BSNL and with work of its employees it can surely over take the market in the city.

LIMITATION OF THE PROJECT

Geographical limitation The research was mostly conducted in Mumbai city; as a result rest of the region was not covered.

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Time constraints The research had to be completed in two months time period, so there was time constraint.

Transportation problem It was difficult to commute to each and every place because of long distance. Also due to heavy monsoon in Mumbai it was difficult to travel in each and every place.

Budget constant Since no traveling allowance was allotted for carrying out the project it was difficult to visit each and every place.

Respondent was busy The respondents were usually housewives and office people who were busy so there could be a possibility of biased due to careless responses.

Incomplete information from the respondent

The respondent did not have time to give answer to the entire question and hence it lead to incomplete information from many people.

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CONCLUSION

DEMAND OF BROADBAND

COMPETITION 57

In Mumbai, there is a cutthroat competition in the broadband sector. as there are a number of broadband companies aiming to attract the single market that is Mumbai. The companies that offer broadband services other than IQARA are as follows: BSNL VSNL HATHWAY SIFY RELIANCE

However from above mentioned the major competitor who dominate the broadband Services offered in Mumbai city are BSNL and VSNL. PRICE The broadband companies are offering high price of broadband laying emphasis on the speed of the broadband. The price varies according to the speed offered. However, most of the consumers are not at all satisfied with the pricing of the broadband companies. However, broadband companies should charge a reasonable price of the services being offered by them. SPEED The broadband companies offer different schemes to the customer in which the speed varies according to its price. However, most of the customers are not satisfied with the speed being offered to them, as it is not per their expectation. PEOPLES PURCHASING POWER

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The people are willing to pay more if the broadband services being offered are at its best. There is a large potential demand of broadband service in Mumbai city. The people are willing to pay more if there is an increase in speed with reasonable price.

RECOMMENDATION

According to my analysis the following measures are recommended to the firm:

SPEED
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Whenever the customer are willing to pay more prices for the speed being offered to them. Then, they expect the consistency of the very speed through out 24 hours a day. But it is not so, however the broadband companies should take necessary steps in order to provide consistency in the speed being offered to the customer.

ACCESSIBILITY
The web page of IQARA broadband should be easily made accessible to the customer as it enable them to recharge their current account and get connected to the latest service being offered by the company. As it also help in increasing the companies business.

PRICING
The IQARA TELECOM should adopt the penetration pricing strategy as to curtail the cutthroat competition in the market. The company should utilize all the elements of price mix i.e. discount, cash, terms of payment, credit etc. in the best possible manner so as to entrance its demand, the discount should be offered in the festival season so as to attract more customer. The credit festival should be given to the long term customer of He Company in order to add an element of extra service.

CUSTOMER CARE DEPARTMENT

The IQARA TELECOM should set up customer care department in the most effective and efficient manner so as top provide proper and adequate service to the customers and resolve the queries of the customer open to spot

CUSTOMER FEEDBACK

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The IQARA TELECOM should take into account the customers feedback in order to use the feedback of the customers to enhance the service being offered by them.

CUSTOMER SATISFACTION
The company should aim at enhanced customer satisfaction by providing the best of services i.e. increase in the speed along with reasonable price however, customer satisfaction is the motto of each and every organization.

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BIBLIOGRAPHY

WEBSITES www.iqara.com www.google.com

Books Business Policy & Strategic management: - Azhar Kazmi Research methodology: - C.R.Kothari. Marketing Management: - Philip Kotler. Service Marketing & Brand management: - H.H.Singh

ANNEXURE QUESTIONNAIRE

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NAME OF THE PERSON/ORGANISATION:.. ADDRESS:.. .. .. CONTACT NO Q.1. Do you have a Computer? a) Yes b) No

Q.2. Do you use Internet? a) Yes b) No

if yes which one Q.3. Are you satisfied with the Internet Speed? a) Yes b) No

Q.4. what is the reason for not being satisfied with the Broadband services provided? Q.5. How much do you pay per month for your Internet connection? Q.6. Are you willing to pay more for the Broadband service if provided at its best? Q.7. According to you, which firm provides the best Broadband services in Mumbai? a) VSNL b) BSNL c) IQARA d) SIFY e) DSL f) HATHWAY Q.8. According to you which firm takes the least time in the installation of Broadband services? a) VSNL b) BSNL

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c) IQARA d) SIFY e) DSL f) HATHWAY Q.9. Can you easily afford the Internet connection? a) Yes b) No

Q.10. Have you heard about Broadband connection named IQARA? a) Yes b) No

Q.11. Are you having any problem with your current Broadband connection? Q.12. Would you like to use the Broadband service of IQARA? Q.13. Do you have any idea about the services being offered by IQARA broadband? Q.14. Will you suggest IQARA connection to your friends and relatives?

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