Information System Management Of Idea Cellular Ltd.

DELHI INSTITUTE OF ADVANCED STUDIES

Project Report on

Management Information System in idea cellular (Project report submitted in partial fulfillment of the requirements for the MBA Program)

Submitted by: - RAVI GARG (0601233908)

1

DELHI INSTITUTE OF ADVANCED STUDIES

Submitted to: - Ms. Bharti Taneja Delhi Institute of Advanced Studies (Affiliated to GGSIP University, Delhi) Plot No.6, Sector-25, Rohini, Delhi-110085.

ACKNOWLEDGEMENT It is our duty to record my sincere thanks and deep

sense of gratitude to our respected teacher

Ms. Bharti Taneja

for there valuable guidance interest and

constant encouragement for the fulfillment of the

report.

2

DELHI INSTITUTE OF ADVANCED STUDIES

CERTIFICATE THIS IS TO CERTIFY THAT THIS REPORT HAS BEEN PREPARED RAVI GARG, VIPIN KUMAR UNDER MYGUIDENCE AND TO MY SATISFACTION. IT IS BASED ONTHEIR OWN EFFORTS.

3

DELHI INSTITUTE OF ADVANCED STUDIES

Idea Cellular

Idea Cellular

Type Founded

Subsidiary 1995

Headquarters

Indore, Delhi, Pune, India

Key people

Kumar Mangalam Birla (Chairman) Sanjeev Aga (MD) Rajat Mukharjee (VP Corporate Affairs)

4

DELHI INSTITUTE OF ADVANCED STUDIES

Industry

Telecommunications

Products

Mobile

Website

www.ideacellular.com

ABOUT IDEA CELLULAR Idea Cellular is a wireless telephony company operating in various states in India as a part of the Aditya Birla group, a US$ 24 billion corporation and in the league of fortune 500 idea’s subscriber base is over 30 million the services being offer by idea cellular are Pre paid connection Post paid connection Value added services Roaming Call management services It initially started in 1995 as a joint venture among the Tatas, Aditya Birla Group and AT&T by merging "'Wings Cellular'" operating in Madhya Pradesh, Uttar Pradesh (UP) West, Rajasthan and Tata Cellular as well as Birla AT&T Communications.

Holding Initially the Birlas, the Tatas and AT&T Wireless each held one-third equity in the company. But following AT&T Wireless' merger with Cingular Wireless in 2004, Cingular decided to sell its 32.9% stake in Idea. This stake was bought by both the Tatas and Birlas at 16.45% each. 5

DELHI INSTITUTE OF ADVANCED STUDIES

Tata's foray into the cellular market with its own subsidiary, Tata Indicom, a CDMA-based mobile provider, cropped differences between the Tatas and the Birlas. This dual holding by the Tatas also became a major reason for the delay in Idea being granted a license to operate inMumbai. This was because as per Department of Telecom (DOT) license norms, one promoter could not have more than 10% stake in two companies operating in the same circle and Tata Indicom was already operating in Mumbai when Idea filed for its licence. The Birlas thus approached the DOT and sought its intervention, and the Tatas replied by saying that they would exit Idea but only for a good price. On April 10, 2006, the Aditya Birla Group announced its acquisition of the 48.18% stake held by the Tatas at Rs. 40.51 a share amounting to Rs. 44.06 billion. While 15% of the 48.14% stake was acquired by Aditya Birla Nuvo, a company in-charge of the Birlas' new business initiatives, the remaining stake was acquired by Birla TMT holdings Private Ltd., an AV Birla family owned company. Currently, Birla Group holds 49.1% of the total shares of the company.

Subscriber base Idea's subscriber base as of July 2009 according to the [1] is as follows    

Maharashtra and Goa - 8077848 Madhya Pradesh and Chhattisgarh - 5677758 Andhra Pradesh - 5528758 Kerala - 4738070 6

DELHI INSTITUTE OF ADVANCED STUDIES

            

Gujarat - 4230479 Uttar Pradesh (West) & Uttarakhand - 4602390 Delhi - 2343017 Haryana - 1701065 Uttar Pradesh (East) - 2361070 Rajasthan - 1603620 Himachal Pradesh - 164571 Mumbai - 1012152 Bihar & Jharkhand - 1702584 Tamilnadu - 225566 Orissa - 164995 Punjab (Spice) - 2566170 Karnataka (Spice) - 1816711

Totalling to 48,516,824 or 14.90 %( Approx.) of the total 325,701,124[1] mobile connections in India.

SERVICES OFFERED Value added services SMS: text and voice GPRS: internet on mobile, idea newsletter USB Voice based services; call conference, fixed cellular terminals (fct), gsm pri gateway Business applications; remote energy meter reading solution, vehicle tracking solution toll free number. Initially having a very limited footprint in the GSM arena, the acquisition of Escotel in 2004 gave Idea a truly pan-India presence 7

DELHI INSTITUTE OF ADVANCED STUDIES

covering Maharashtra, Goa, Gujarat, Andhra Pradesh, Madhya Pradesh, Chhattisgarh, Uttar Pradesh (East and West), Haryana, Kerala, Rajasthan and Delhi(inclusive of NCR). The company has its retail outlets under the "Idea n' U" banner. The company has also been the first to offer flexible tariff plans for prepaid customers. It also offers GPRS services in urban areas. Idea Cellular won the GSM Association Award for "Best Billing and Customer Care Solution" for 2 consecutive years.

TECHNOLOGY PARTNERS Value added services Onmobile asia pacific ltd Cellebrum india ltd Kodiak ltd Net4nuts india ltd

Roaming Roamware.inc Starhome bharti telesoft

8

DELHI INSTITUTE OF ADVANCED STUDIES

Network Nokia-siemens ericsson Billing Atos origin APPLICATIONS • Data and financial transaction processing- ibm mainframe, ibm cics, ibm db2, ibm websphere application server •

Customer relationship management- oracle’s Siebel customer data integration

• Supply chain management- oracle crm •

Internal hr- oracle’s peoplesoft enterlprise human resourses

TRANSACTION PROCESSING • Transaction processing is designed to maintain a computer system in a known, consistent state, by ensuring that any operations carried out on the system that are interdependent are either all completed successfully or all cancelled successfully.

9

DELHI INSTITUTE OF ADVANCED STUDIES

• Transaction processing allows multiple individual operations to be linked together automatically as a single, indivisible transaction. ONLINE TRANACTION PROCESSING •

Online transaction processing, or oltpl, refers to a class of systems that facilitate and manage transaction-oriented applications,typically for data entry and retrieval transaction processing.

• Online transaction processing increasingly requires support for transaction that span a network. • For this reason, oltp software uses client/server processing and brokering software that allows transactions to run on different computer platforms in a network. •

N large applications, efficient oltp depends on sophisticated transaction management software (such as cics) and database optimization tactics to facilitate the processing.

IBM’S SOFTWARE TRANSACTION PROCESSING •

Mainframe is a server which supports thousands of applications and input/output 10

DELHI INSTITUTE OF ADVANCED STUDIES

devices to simultaneously serve thousands of users. •

Cics stands for customer information control system. It is a general-purpose transaction processing subsystem for the z/os operating system. Cics provides services for running an application online, by request, at the same time as many other users are submitting requests to run the same applications, using the same files and programs.

11

DELHI INSTITUTE OF ADVANCED STUDIES

MAINFRAME SCREENSHOT

12

DELHI INSTITUTE OF ADVANCED STUDIES

CICS INTERFACE SCREENSHOT

13

DELHI INSTITUTE OF ADVANCED STUDIES

APPLICATION IN IDEA CELLULAR • Idea employs ip based ivr system for end user self service. •

Ibm provides consultancy for ivr optimization, operates and manages the systems and provide continuous improvements for idea subscribers self service experience.

CUSTOMER RELATIONSHIP MANAGEMENT •

CUSTOMER RELATIONSHIP MANAGEMENT (CRM) is a term applied to processes implemented by a company to handle its contact with its customers.

• Crm software is used to support these processes, storing information on current and prospective customers. •

Information in the system can be accessed and entered by employees in different departments, such as sales, marketing, customer service, training, professional development, performance management, human resourse development, and compensation.

14

DELHI INSTITUTE OF ADVANCED STUDIES

ORACLE’S SIEBEL CUSTOMER DATA INTEGRATION Siebel customer data integration helps businesses obtain complete and accurate customer information made up of three solutions, universal application network, data quality and universal customer master.

ORACLE’S SIEBEL CRM 15

DELHI INSTITUTE OF ADVANCED STUDIES •

Idea has implemented several modules from oracle’s Siebel crm including Siebel loyalty, Siebel marketing, Siebel service and Siebel partner management.

•

The applications enable seamless integration of the operator’s mission critical business and customer interface with the growing third party dealer systems.

SIEBEL CRM ON DEMAND

16

DELHI INSTITUTE OF ADVANCED STUDIES

SUPPLY CHAIN MANAGEMENT • SUPPLY CHAIN MANAGEMENT (SCM) is the management of a network of interconnected businesses involved in the ultimate provision of product and service packages required by end customers. • Supply chain management spans all movement and storage of raw materials, work in process inventory, and finished goods from point of origin to point of consumption. • Supply chain management software (SCMS) Customer requirement processing Purchase order processing Inventory management

ORACLE E-BUSINESS SUITE SUPPLY CHAIN • IDEA cellular employs oracle e-business suite to efficiently manage its supply chain management. •

This family of applications integrates and automates all key supply chain processes, from design, planning and procurement to manufacturing and fulfillment, providing a 17

DELHI INSTITUTE OF ADVANCED STUDIES

complete solution set to enable companies to power information-driven value chains. •

A unified data model provides a single, accurate view of entire supply chain. Companies can implement lean, demand driven principles and manage their increasingly complex, global supply chains.

•

The software utilizes oracle’s core oracle relational database management system technology.

ORACLE E-BUSINESS SUITE

18

DELHI INSTITUTE OF ADVANCED STUDIES

ORACLE E-BUSINESS SUITE DASHBOARD

19

DELHI INSTITUTE OF ADVANCED STUDIES

PEOPLESOFT ENTRPRISE HUMAN RESOURSES •

Idea employs oracle’s enterprise human resourses application for maintaining its employee’s hr records and transactions.

• It delivers comprehensive hr capabilities, from workforce management to comprehension and talent management. • It is an enterprise wide human resourses database to support business processes, 20

DELHI INSTITUTE OF ADVANCED STUDIES

maintain historical records and job related data, report progress on critical hr functions. • Create applicant profiles; identity contingent workers, hire employees and track persons of work.

PEOPLESOFT HR INTERFACE

21

DELHI INSTITUTE OF ADVANCED STUDIES

PEOPLESOFT HR INTERFACE SCREENSHOT

TELECOMMUNICATION AND INTERNET APPLICATIONS •

Idea cellular has cisco’s unified meeting place implemented by ibm technology services. 22

DELHI INSTITUTE OF ADVANCED STUDIES

• Uses ip telephony (VOIP) with touch screen phones integrated with rich media (voice, video and web) conferencing facilities, enabling idea cellular to set up and conduct remote meetings with a face to face quality and to speed decision making. •

Supports multiple types of devices to accommodate distributed operations along with integrating collaboration tools with the corporate tools with the corporate user management system, directory, e-mail and calendaring.

•

Supports a range of applications and user roles implemented by ibm to promote highly collaborative meetings, training sessions, and presentations.

CISCO UNIFIED COMMUNICATIONS (UC) •

Cisco uc is part of an integrated solution that includes network infrastructure, security, mobility, network management products, lifecycle services, flexible deployment and outsourced management options, end user and partner financing packages, and third-party communication applications.

• Cisco unified meeting place is deployed onpremises, over internal networks, so that: •

Conferencing traffic runs over the host organization’s ip networks to reduce toll charges and recurring conferencing fees. 23

DELHI INSTITUTE OF ADVANCED STUDIES •

Organization can isolate confidential meetings behind the firewall to enhance security while also having the flexibility to setup internetaccessible meetings with external parties.

• Integration with other enterprise application is simple and secure.

UNIFIED MEETING PLACE ARCHITECTURE

24

DELHI INSTITUTE OF ADVANCED STUDIES

25