Service Sector

Narendra Patel (08MBA36) Assignment 4 INTRODUCTION TO TELECOMMUNICATION SECTOR The telecom industry is one of the fastest growing industries in India. India has nearly 200 million telephone lines making it the third largest network in the world after China and USA. With a growth rate of 45%, Indian telecom industry has the highest growth rate in the world. Telecommunication sector in India can be divided into two segments: 1) Fixed Service Provider (FSPs), 2) Cellular Services. Fixed line services consist of basic services, national or domestic long distance and international long distance services. The state operators (BSNL and MTNL), account for almost 90 per cent of revenues from basic services. Private sector services are presently available in selective urban areas, and collectively account for less than 5 per cent of subscriptions. However, private services focus on the business/corporate sector, and offer reliable, high- end services, such as leased lines, ISDN, closed user group and videoconferencing. Cellular services can be further divided into two categories: 1) Global System for Mobile Communications (GSM) 2) Code Division Multiple Access (CDMA). The GSM sector is dominated by Airtel, Vodfone-Hutch, and Idea Cellular, while the CDMA

sector

is

dominated

by

Reliance

and

Tata

Indicom.

The telecom sector is also afflicted by a number of restraints. These include: •

Sluggish pace of reform process.

•

Lack of infrastructure in semi-rural and rural areas, which makes it difficult

to make inroads into this market segment as service providers have to incur a huge initial fixed cost. •

Limited spectrum availability.

Bharti Airtel Airtel is the brand from Bharti Airtel Limited, one of Asia’s leading integrated telecom services providers with operations in India and Sri Lanka. Bharti Airtel since its inception, has been at the forefront of technology and has pioneered several innovations in the telecom sector.Bharti Airtel Limited is a group company of Bharti Enterprises. Bharti Airtel offers GSM mobile services in all the 23-telecom circles of India and is the largest mobile service provider in the country, based on the number of customers. Services offering Subscription Services Call Management Services Mail, Messaging & More Data Services Operator Services Phone Backup

SERVICE OFFERING AND SERVICE DELIVERY:

Here service delivery processs is more important because it is the most important part in delivering services.it is the only part in which service encounter exist. Customer is directly face the situation while delivering services.

1) Subscription Services With Airtel's Subscription Services,one can subscribe for cool alerts at the click of a button! What's better is that one can receive updates automatically on oner Airtel phone without the need of initiating a request everyday. Check out some of the great stuff that one can access from Airtel Subscription services send Sub Menu to 54321 ( Toll Free). 2) Call Management Services

Call Conferencing, Call Wait, Call hold, Call forward, Voice mail, Missed call alert 3) Mail, Messaging & More

Text Messaging Corporate Group Messaging SMS Directory Voice SMS Language SMS Airtel Messenger Multimedia Messaging Service ( MMS ) 4) Data Services

Mobile Office, Fax & Data, Send and Receive E-mails

5) Operator Services SIM Replacement, Conversion from Prepaid to Post-Paid,STD / ISD codes, Dial-aservice, Dictionary service. 6) Phone Backup

Airtel Mobile Phone Backup is a service that safeguards all data of owner mobile phone including Contacts, Calendar, SMS, Photos, Videos and Music.

Review of Literature Amanjyot Singh conducted a study titled ‘Customer Satisfaction And Quality Audit Report Of Escotel Mobile Communications Limited’ and suggested that for maximizing the service quality in service industries the relationship between the dealers and customers should be strong and pricing should be constantly reviewed. Shikha Ojha conducted a study on Consumer Awareness of VAS of Telecom Sector of India. She analyzed the contribution of the mobile phone services not only at the national or state level, but also its involvement in an individual's life. She found out that the less number of users are aware of all the VAS provided by the service providers and thus the companies should focus on the awareness campaign. G.V.Chalam conducted a study on Quality of Services in Indian Telecom Sector: Users’ Perception- An Assessment. This study deals with growth, working and types of services provided by the Telecom circle in macro environment. The findings of the study reveal that the expectations of the telecom users are high among the subscribers of recent times because of their sense of time vs. money value and awareness of their rights. The basic motto of the telecom department is to provide excellent services to its customers against the present competition from the private sector. In this direction, it is doing its best to acquire and retain its new and old customers.

Nikita Patel (08MBA37) HEALTH SECTOR Health is defined as a state of complete physical, mental and social well being and just not the non existence of disease or ailment. Health is a primary human right and has been accorded due importance by the Constitution through Article 21.Though Article 21 stresses upon state governments to safeguard the health and nutritional well being of the people, the central government also plays an active role in the sector. Recognizing the critical role played by the Health Industry, the industry has been conferred with the infrastructure status under section 10(23G) of the Income Act. The Indian Health sector consists of Medical care providers like physicians, specialist clinics, nursing homes, hospitals. • Diagnostic service centers and pathology laboratories. • Medical equipment manufacturers. • Contract research organizations (CRO's), pharmaceutical manufacturers • Third party support service providers (catering, laundry). •

The health sector is made up of hospital, private nursing home, medical and dental practice work, ambulance transportation, complementary medicine and other human health activities, such as medical laboratories services, across a range of organizations within the public, private and voluntary sectors. BARODA HEART INSTITUTE AND RESEARCH CENTAR: Founded on the 11th of March, 2001 the institute is unique by the fact that it is poised to become the best cardiac care centre in Gujarat and the neigbouring states. We were born out of the dream concept of providing “Single Centre Management” of cardiac ailments. BHIRC offers the highest standards of comprehensive cardiac care from basic facilities in preventive cardiology to the most sophisticated curative technology, supported by thorough professionals, clinicians and administrators. The technological advances made in the 20th century have brought scientific marvels into our hospitals, these in turn have made an

unprecedented demand on hospitals' medical services, particularly in areas such as Surgery, Clinical Laboratories and Radiological as well as Cardiac rehabilitation services. Over and above, visibility of state-of-the-art technology has been made by means of appropriate lighting, colour, furnishing, noise level, aroma (absence of hospital smell), visitor accommodation and staff accommodation, maintainence of high-tech. equipments and high-touch humanity. Services provided by this center: •OPD Services Consultation, ECG, Stress test, Echo colour Doppler, Vascular doppler sonography, stress echo, Transesophageal echo, Holter monitoring, Comprehensive Cardiac check-up •Indoor Services Fully equipped Cardiac ICCU with one of the best monitoring system, Fully equipped MICU with one of the best monitoring system with dialysis units, Round the clock MD physician, Trained medical officers & staff, Experienced cardiac anaesthetist, Fully climate controlled indoor services •Cardiac surgery Beating heart surgery , CABG surgery, Valve surgery, Congenital heart surgery, Closed heart surgery, Aortic and vascular surgery, Carotid endarterectomy. •Interventional cardiology •Coronary angiography, Coronary angioplasty & stenting, Intra aortic balloon pump (IABP), Balloon valvuloplasty, pacemaker implantation, Pericardial tapping, Device closure of PDA / ASD, Balloon septostomies, Peripheral DSA, Peripheral angioplasty & stenting, Renal and angioplasty, Carotid angioplasty & stenting, IVC filter implantation, Electrophysiology & R F Ablation •Round the clock services Biochemistry, Haematology and Microbiology, Ambulance Pharmacy, Radiology, Portable colour doppler services

•Regular clinics

services,

Post CABG follow up clinic, Arrhythmia clinic, Congenital heart clinic, diabetes clinic, Hyperlipidemia clinic, Post angioplasty clinic, Pacemaker clinic, Hypertension clinic, Nutrition counselling clinic, Rheumatic clinic •Lifestyle management and Rehabilitation services Laughing therapy, colour therapy, Music therapy, Meditation, Art of living, Physiotherapy counseling, Nutritional counseling, Yoga

Literature Review A framework to measure the impact of investment in health research OCED Blue sky II forum, September 25, 2006 Alan Bernstein, Vern Hicks, Peggy Borbey, Terry Campbell This paper describe the approach taken by the Canadian institutes of health research (CIHR) to develop a framework and indicators to measure the impact of health research. The development process include national and international consultations. Key methodology challenges and measurement requirements were identified. The framework that has resulted from this process includes definition of key concepts, methodology guidelines, identification of different stakeholders for impact information and the individual concern of each stakeholder group. Indicators are classified within five category that encompass a broad range of impacts. Sources of information and issues in attributing research impact are discussed. An analysis of issues suggests that impact measurement and performance measurement are complementary activities, with the former focused on broad impact of the health research sector and the latter on the degree of success achieved by funding agencies in contributing to the process of knowledge development and uptake, Reference: http://www.bhirc.com/services.asp http://www.prospects.ac.uk/cms/ShowPage/Home_page/Industry_insights/He alth/overview/p!eigalk

Research paper: http://www.pdfcoke.com/doc/11581187/ResearchPaperAssessing-HealthProblem-Caused-by-Smoking

Nikita Patel (08MBA37) Education sector The history of education is chronicle of higher education in both teaching and learning in the human society. Each generation, since the beginning of human evolution and writing, has sought to pass on cultural and social values, traditions, morality, religion, knowledge and skills to the next generation.[1] The passing on of culture is also known as enculturation and the learning of social values and behaviours is socialization. The history of the curricula of such education reflects human history itself, the history of knowledge, beliefs, skills and cultures of humanity. In pre-literate societies, education was achieved orally and through observation and imitation. The young learned informally from their parents, extended family and grandparents. At later stages of their lives, they received instruction of a more structured and formal nature, imparted by people not necessarily related, in the context of initiation, religion or ritual. As the customs and knowledge of ancient civilizations became more complex, many skills would have been learned from an experienced person on the job, in animal husbandry, agriculture, fishing, preparation and preservation of food, construction, stone work, metal work, boat building, the making of weapons and defenses, the military skills and many other occupations.

INDIAN INSTITUTE OF MANAGEMENT (AHMEDABAD) In just four decades IIMA has evolved from being India’s premier management institute to a notable international school of management. It all started with Dr Vikram Sarabhai and a few other public spirited industrialists realizing that agriculture, education, health, transportation, population control, energy, and public administration were all vital elements in a growing society and that it was necessary to link these meaningfully with industry. The result was the creation of the Indian Institute of Management, Ahmedabad in 1961 as an autonomous body with the active

collaboration of the Government of India, Government of Gujarat, and industry.

Service offering 1)MBA Level Programmes Post Graduate Programme

The two-year full-time Post-Graduate Programme in Management (PGP), rated as the toughest MBA programme in the world to get admission, is the flagship programme of IIMA.

PGP in Agri-Business management IIMA is one of the few management schools in the world, which offers Post Graduate Programme in Agribusiness Management (PGP-ABM) to prepare managers, business leaders and entrepreneurs in food and agribusiness sector to respond to the challenges faced by the sector.

One-Year Post Graduate Programme in Public Management and Policy (PGP-PMP)

PGP-PMP is a full-time residential programme in public management and policy with a sharp focus on governance and policy formulation and implementation, infrastructure development, and public enterprise management.

PGPX: One Year Post-Graduate Management for Executives

Programme

in

PGPX is a full time residential programme for executives with substantial work experience leading to a One Year Post-Graduate Diploma in Management for Executives.

2) Faculty Development Programme

The Faculty Development Programme (FDP) is specially designed for teachers, researchers and industrial organizations for their management education requirements.

3)Doctoral programme Fellow programme in management (FPM) The Doctoral Programme prepares students to become good researchers by providing the necessary theoretical knowledge through advanced coursework and intense research apprenticeship. Doctoral candidates are exposed to a breadth of managerial issues and in-depth advanced training in their chosen area of specialization.

4) Executive education

Management Development Programme Indian Institute of Management, Ahmedabad (IIMA), was set up by the Government of India in collaboration with Government of Gujarat and Indian Industry as an autonomous Institute in 1961. Conceived not only as a business school but also as a management Institute, the Indian Institute of Management, Ahmedabad (IIMA) builds on over forty-five years of excellence and leadership in management educations.

LITERATURE REVIEW MONA SCHOOL OF BUSINESS

UNIVERSITY OF THE WEST INDIES IMPROVING EDUCATIONAL ADMINISTRATION IN PUBLIC HIGH SCHOOL Improvement may be seen as a form of development in any given social structure. Education is one such structure. Education, as defined by J. S. Farrant in his book PRINCIPLES AND PRACTICE OF EDUCATION, is the process of learning to live as a useful and acceptable member of the community. This definition is useful, as education is not terminal but is continuous as implied by the word ‘process’. In other words, one never stops learning. Despite the fact that education may be seen as a process, it needs to be developed. The development of education has a far-reaching effect, and its lack thereof affects the growth of an entire society.

Reference http://en.wikipedia.org/wiki/History_of_education

www.pdfcoke.com http://www.iimahd.ernet.in/programmes

Hardik Patel (08MBA33) Introduction of tourism sector Tourism industry in India is on a great boom at the moment. India has tremendous potential to become a major global tourist destination and Indian tourism industry is exploiting this potential to the hilt. Travel and tourism industry is the second highest foreign exchange earner for India, and the government has given travel & tourism organizations export house status. The buoyancy in the Indian tourism industry can be attributed to several factors. Firstly, the tremendous growth of Indian economy has resulted in more disposable income in the hands of middle class, thereby prompting increasingly large number of people to spend money on vacations abroad or at home. Secondly, India is a booming IT hub and more and more people are coming to India on business trips. Thirdly, aggressive advertising campaign "Incredible India" by Tourism Ministry has played a major role in changing the image of India from that of the land of snake charmers to a hot and happening place and has sparked renewed interest among foreign travelers. Travel & tourism industry's contribution to Indian industry is immense. Tourism is one of the main foreign exchange earners and contributes to the economy indirectly through its linkages with other sectors like horticulture, agriculture, poultry, handicrafts and construction. Tourism industry also provides employment to millions of people in India both directly and indirectly through its linkage with other sectors of the economy. According to an estimate total direct employment in the tourism sector is around 20 million. Travel & tourism industry in India is marked by considerable government presence. Each state has a tourism corporation, which runs a chain of hotels/ rest houses and operates package tours, while the central government runs

the

India

Tourism

Development

Corporation.

In the year 2002, the Government of India announced a New Tourism Policy to give boost to the tourism sector. The policy is built around the 7-S Mantra of Swaagat (welcome), Soochanaa (information), Suvidhaa (facilitation), Surakshaa (security), Sahyog (cooperation), Sanrachnaa (infrastructure) and Safaai (cleanliness).

Tourism is the largest service industry in India, with a contribution of 6.23% to the national GDP and 8.78% of the total employment in India. India witnesses more than 5 million annual foreign tourist arrivals and 562 million domestic tourism visits.[1] The tourism industry in India generated about US$100 billion in 2008 and that is expected to increase to US$275.5 billion by 2018 at a 9.4% annual growth rate.[2] The Ministry of Tourism is the nodal agency for the development and promotion of tourism in India and maintains the "Incredible India" campaign. According to World Travel and Tourism Council, India will be the world's leading tourism hotspot,[3] having the highest 10-year growth potential.[4] The Travel & Tourism Competitiveness Report 2007 ranked tourism in India 6th in terms of price competitiveness and 39th in terms of safety and security.[5] Despite short- and medium-term setbacks, such as shortage of hotel rooms, [6] tourism revenues are expected to surge by 42% from 2007 to 2017.[7] India has a growing medical tourism sector. The 2010 Commonwealth Games in Delhi are expected to significantly boost tourism in India.

Introduction of SOTC:

SOTC – Travelers can “Expect More” from us SOTC is a leading brand of Kuoni Travel Group India, the country's largest Travel and Tourism Company. We now provide our services to holiday makers from around the globe. Our services include Independent Global Vacations & Independent India Vacations – some of the finest holiday plans to destinations around the world

put together with our vast experience and extensive research. Our wide range of escorted tours are tailored to meet the needs of Non Resident Indians (NRI) from around the world. We pioneered the concept of operating exclusive escorted tours for NRI and are today the first operator of choice amongst NRI's from all over the world. SOTC today operates in USA, Canada, UK, Kenya, Tanzania, Mauritius, Dubai, Kuwait, Oman, Dubai, Abu Dhabi, Bahrain, Saudi Arabia, Qatar, Hong Kong, Singapore, Pakistan and South Africa. Soon we would commence our operations in Australia, Sweden and many more countries. We have carried over a million customers around the globe and their appreciation of our services has resulted in innumerable accolades that we have received over the years. Expect More! SOTC’s brand philosophy "Expect More" exhibits our commitment to offering superior value and services to our customers. IT’S ONLY HUMAN TO EXPECT MORE To our Customers, we offer exceptional value and services to make them feel wonderful about being with us. Expect More! To our employees, we provide a challenging, fun-filled and rewarding work environment that keeps them motivated to perform to the peak of their potential. Expect More! To our stake holders and partners, we commit to strengthen our relationship, and ensure that they make the most of their association with us. Expect More! To our countrymen, we offer to take them around the world, bringing nations and people together. Expect More! To the citizens of the world, we work towards a greener planet, making people aware of our precious natural resources and helping to conserve them. Expect More!

Awards for Excellence SOTC - Voted The Best Outbound Tour Operator 2004, 2005, 2006 and 2007 SOTC has been voted the Best Outbound Tour Operator 2004, 2005, 2006 and 2007 by the Galileo Express Travel & Tourism Awards Committee. The Galileo Express Travel & Tourism awards have been designed to give recognition to the trade for outstanding achievements during the year. This award was based on various parameters of judgment and took into consideration factors including revenue generated, operational efficiency, perceived service levels, and the ability to retain and increase market share. Products & Service provide by SOTC: Asia Asia – the land of maharajas…magic…masti Looking for an exciting holiday with loads of beaches, historical monuments, fascinating palaces, snow capped mountains, adventure sports and great shopping? Welcome to Asia. Come… join us as we explore the delights of this beautiful and spectacular land… from the breathtaking summits and valleys of the snow clad Himalayas in the north, to the sun kissed beaches of the south. Along with the enchanting sights there’s enough adventure to keep the thrills on. Take your pick from camping, trekking, river rafting, rock climbing and wildlife Safaris.

Exotic Mauritius - Casuarina Resort and Spa Winter 2009 - 7 Days Visit:

Mauritius.

Price:

US $ 659 per person

Exotic Mauritius - Le Meridian Winter 2009 - 7 Days Visit:

Mauritius.

Price:

US $ 1109 per person

Exotic Mauritius - Legends Winter 2009 - 7 Days Visit:

Mauritius.

Price:

US $ 1479 per person

Exotic Mauritius - Inter Continental Winter 2009 - 7 Days Visit:

Mauritius.

Price:

US $ 1909 per person

Europe Welcome to the treasure of Europe - your personal guidebook every time your thoughts turn to a European vacation. Europe offers many unforgettable experiences. We have selected a few for you that go far beyond the ordinary. These hand selected travel programmes will allow you to experience the best Europe has to offer. Enjoy the experience! Cost Saver All of Europe Winter 2009 - 11 Days Visit:

ITALY - SWITZERLAND - GERMANY - BELGIUM FRANCE ENGLAND.

Price:

US $ 1649 per person

So those types of products & service will be provide by SOTC. It is also others packages in different countries like Us, Australia, & China etc.

Hardik Patel (08MBA33) Introduction of banking sector Influenced by the global financial turmoil and repercussion of the subprime crisis, the global banking sector has been witness to some of the largest and best known names succumb to multi-billion dollar write-offs and face near bankruptcy. However, the Indian banking sector has been well shielded by the central bank and has managed to sail through most of the crisis with relative ease. Further with the economic buoyancy the world over showing signs of cooling off, the investment cycle has also been wavering. Having said that, the latent demand for credit (both from the food and non food segments) and structural reforms have paved the way for a change in the dynamics of the sector itself. Besides gearing up for the compliance with Basel II accord, the sector is also looking forward to consolidation and investments on the FDI front. Public sector banks have been very proactive in their restructuring initiatives be it in technology implementation or pruning their loss assets. While the likes of SBI have made already attempts towards consolidation, others are keen to take off in that direction. Incremental provisioning made for asset slippages have safeguarded the banks from witnessing a sudden impact on their bottom lines. Apart from streamlining their processes through technology initiatives such as ATMs, telephone banking, online banking and web based products, banks also resorted to cross selling of financial products such as credit cards, mutual funds and insurance policies to augment their fee based income.

Key Points Supply

Liquidity is controlled by the Reserve Bank of India (RBI).

Demand

India is a growing economy and demand for credit is high

though it could be cyclical. Barriers to entry Licensing requirement, investment in technology and branch network. Bargaining power of suppliers

High during periods of tight liquidity. Trade unions in public sector banks can be anti reforms. Depositors may invest elsewhere if interest rates fall.

Bargaining power of customers Competition

For good creditworthy borrowers bargaining power is high due to the availability of large number of banks High- There are public sector banks, private sector and foreign banks along with non banking finance companies competing in similar business segments.

Financial Year '09 

Indian Banks : Marginal signs of stress FY08

FY09

Change

No. of banks (nos.)

79

78

-1.3%

Branches (nos.)

776

825

6.3%

Employees (nos.)

11,588 12,039 3.9%

Networth (Rs m)

39,940 47,080 17.9%

Deposits (Rs m)

420,260 519,700 23.7%

Advances (Rs m)

313,540 383,890 22.4%

NIM (%)

4.1

4.4

7.3%

RoA (%)

1.1

1.1

0.0%

CAR (%)

13.0

14.0

7.7%

Net NPA / advances 1.0 (%)

1.1

5.0%

Bus. / employee (Rs m) 63.3

75.0

18.5%

Profit m)

0.6

20.0%

/employee

(Rs

0.5

Source: Profile of banks FY09  Indian banks also enjoyed higher levels of money supply, credit and

deposits as a percentage of GDP in FY09 as compared to that in FY08 showing improved maturity in the financial sector.

 Despite poor pricing power lower cost of funds helped Indian banks grow their net interest margins in FY09. While few like ICICI Bank chose to reduce their balance sheet size, most entities chose to reasonably grow their franchise as well as assets. Public sector banks outdid their private sector counterparts in terms of growth and franchise expansion in the last fiscal. Improved capital adequacy also helped banks to comfortably comply with Basel II. The higher efficiency levels were the hallmarks of better performance of Indian banks last year.

Introduction about Bank of Baroda Bank of Baroda – Brussels branch is one of the International branches of Bank of Baroda. Bank of Baroda is one of India’s leading commercial banks. It has significant international presence with a network of 71 offices in 25 countries including 46 branches of the Bank, 21 branches of its eight Subsidiaries and four Representative Offices in Malaysia, China, Thailand & Australia. The Bank also has one Joint Venture in Zambia with 9 branches. The Bank has presence in world’s major financial centers in New York, London, Hong Kong, Brussels and Singapore.

Bank of Baroda is further in the process of identifying/opening more overseas centers for increasing its global presence to serve its 29 million global customers in still better way.

Service offering by Bank of Baroda: Deposits: Opening of deposit accounts - Call and time deposits in EURO, USD and GBP. - Offer attractive rate of interest on time deposits ,Automatics rollover facility - No necessity for renewal instructions, Simple account opening formalities ,Time deposits on monthly, quarterly, half year and yearly schemes, Facilities for executing standing instructions for monthly payments, No account maintenance charges.

Money Transfer: - Easy, fast and efficient money transfer facilities, With 2.853 branches spread all over India, you can reach any corner of India with Bank of Baroda – Brussels, Branches/Subsidiaries in 25 countries. Trade Finance: Extend credit under bill discounting for exports to India under letter of credit. - Negotiation of documents under letter of credit. Buyer's credit and seller's credit at competitive rate of interest. Reasonable charges for advising and confirmation of L/Cs. Term Loans: - Participation in Syndications for sanction of term loans for rated corporate, Foreign currency term loans, Loans against RIBs, Loans for projects. Foreign Exchange: - Facilities for FEX Spot and Forward, Currency SWAPS, Interest Rate SWAPS.

Other Services: - Issue of guaranties behalf of constituents, Opening of letter of credit, Correspondent banking, Collection of cheque, bills, Investments in FRNs, CPs, Govt-Securities, Open NRE, FCNR, and Accounts for NRIs to be parked at our Indian branches. So this type of service provide by bank of baroda.