“MANAGEMENT STUDY” On customer satisfaction Of Sri Ranga enterprrises
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presented by:
Abhrajyoti sen

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Introduction
MTS India (formally Sistema Shyam TeleServices Limited), referred to simply as MTS, is an Indian telecom service provider. Shyam holds the Unified Service Access License for the Rajasthan circle and operates Basic Telephony, mobile telephony (CDMA) and broadband services in the province. Shyam Telelink is the end-to-end service provider in Rajasthan with more than 269,000 subscribers as on August 2008 and a strong brand – Rainbow
ABOUT MTS
Mobile TeleSystems OJSC ("MTS") is the leading telecommunications group in Russia, Eastern Europe and Central Asia, offering mobile and fixed voice, broadband, pay TV as well as content and entertainment services in one of the world's fastest growing regions. Including its subsidiaries, as of December 31, 2009, the Group serviced over 102.4 million mobile subscribers in Russia, Ukraine, Uzbekistan, Turkmenistan, Armenia and Belarus, a region that boasts a total population of more than 230 million. The Group’s fixed business, as of December 31, 2009, had a total of 7.5 million households passed, 1.3 million broadband Internet and 2.1 million pay-TV subscribers
MTS has been listed on the New York Stock Exchange since July 2000 and trades under the ticker MBT. The Company’s shares have been listed locally on Moscow Interbank Currency Exchange (MICEX) since November 2003 under the symbol MTSI. The free float of the Company’s shares is approximately 46.7%. MTS is 52.8% majority-owned by Sistema, the largest private sector consumer services company in Russia and the CIS.
In 2009, MTS' revenues reached $9.8 billion. According to Informa Telecoms & Media's World Cellular Information Service, MTS ranks as the 9th largest operator in the world by proportionate subscriptions at the end of 2009.
MTS Brand
MTS launched its current brand in 2006, building on the reputation as the leader and highest quality operator in the region. The brand was developed to attract customers in a variety of cultural, socio-geographic and income segments with the consistent message of quality and leadership.
The strength of the brand was recognized internationally in 2008, when MTS became the first and only Russian company to enter BRANDZ™ Top 100 Most Powerful Brands, a ranking published by the Financial Times and Millward Brown, a leading global market research and consulting firm.
In December 2008, MTS extended its brand outside the CIS borders. MTS and Shyam Telelink Limited, JSFC Sistema's telecommunications subsidiary in India, announced the agreement to allow Shyam Telelink to use MTS brand in India. The decision to introduce the brand to India is reflective of the brand’s success in the Company’s markets of operation since its launch in May 2006.
GROUP STRUCTURE
On August 14, 2006, MTS’ Board of Directors unanimously approved the implementation of the Company’s new management structure in order to strengthen the strategic and operational functions through the creation of a simple and transparent structure. The change appropriated fiscal responsibility on the business unit level through the introduction of KPI targets required to be completed by the respective management. The structure now includes:
• Corporate Center with control over strategic and investment decisions, as well as brand development, on Group level;
• Business unit “MTS Russia” with control over operations in the ten macro-regions;
• Business unit “MTS Ukraine”;
• Business unit “Foreign subsidiaries” with oversight over MTS operations in Uzbekistan, Turkmenistan, Armenia and Belarus.
HISTORY
MTS was established in October 1993 by Moscow City Telephone Network (MGTS), T-Mobile Deutschland GmbH (T-Mobile), an affiliate of Deutsche Telekom AG, Siemens AG (Siemens) and several other shareholders. In late 1996, Sistema JSFC acquired a majority stake in MTS and has remained the primary owner ever since.
MTS was the first company to launch GSM services in the Moscow region in 1994. In subsequent years, MTS has expanded rapidly in Russia largely through the acquisition of smaller independent players and became the leading national mobile operator.
MTS initiated its international expansion in 2002 through the establishment of Mobile TeleSystems LLC, a joint venture with Be telecom, the national fixed line operator in Belarus.
In 2003, MTS continued to expand in the CIS by acquiring the leading operator UMC in Ukraine, the biggest CIS market outside of Russia.
MTS entered Central Asia in 2004 through the acquisition of the leading mobile phone operator in Uzbekistan, Uzdunrobita. In June 2005, the Company acquired Barash Communications Technologies, Inc., the number one operator in Turkmenistan.
In September 2007, MTS continued its international expansion through the acquisition of the leading mobile operator in Armenia, K-Telecom.
In December 2008, MTS extended its brand outside the CIS borders. MTS and Shyam Telelink Limited, JSFC Sistema's telecommunications subsidiary in India, announced the agreement to allow Shyam Telelink to use MTS brand in India. The decision to introduce the brand to India is reflective of the brand’s success in the Company’s markets of operation since its launch in May 2006. In April 2008, MTS brand was recognized as one of the BRANDZ™ Top 100 Most Powerful Brands, a ranking published by the Financial Times and Millward Brown, a leading global market research and consulting firm.
Today, Mobile TeleSystems is the largest mobile phone operator in Russia and the CIS. MTS is a multinational corporation of a new type, based in a high-growth emerging market and simultaneously entering other developing markets with a unified brand. Having been recognized internationally for corporate governance and transparency, MTS is not only a leading Russian blue-chip company, but a truly global organization.
PRESIDENT AND CHIEF EXECUTIVE OFFICER
Mikhail Shamolin was appointed President and Chief Executive Officer (CEO) of MTS Group in May 2008. Prior to his current role, Mr. Shamolin held the position of Vice President, Head of Business Unit “MTS Russia” since August 2006. In this capacity, Mr. Shamolin managed the largest MTS business unit, one which contributes roughly 75% of value to the Company.
During his tenure, revenues grew 67% and operating efficiency improved considerably as Mr. Shamolin presided over sustained growth in voice usage and adoption of value-added services, both of which led to an over 50% rise in average revenue per user (ARPU). Mr. Shamolin joined MTS in July 2005 as Vice President for Sales and Customer Service.
He serves as a member of the MTS Board of Directors since October 2008.
Prior to joining MTS, Mr. Shamolin worked at McKinsey & Co. from 1998 to 2004. In 2004 and 2005, he worked at Interpipe Corp. (Ukraine) as Managing Director of the Ferroalloys Division.
Mr. Shamolin graduated from the Russian Academy of Government Service under the President of the Russian Federation in 1993
. From 1996 to 1997, he completed a finance and management course for top managers at the Wharton Business School.
VICE PRESIDENT FOR STRATEGY AND CORPORATE DEVELOPMENT
Michael Hecker joined MTS in May 2006. He currently serves as Vice President for Strategy and Corporate Development.
Prior to joining MTS, Mr. Hecker worked at A.T. Kearney Europe from 2000-2006, focusing on strategy, marketing and finance in European telecommunications and consumer goods industries. Prior to that, he worked as a Junior Lawyer in Berlin and Brandenburg (Germany).
Michael Hecker was born in 1970 in Kiel (Germany). He is a graduate in International Politics and Administration of the Pierre Mendès France University of Grenoble (France) and a graduate in Law (1. and 2. German State Exam) and Modern History of the University of Göttingen (Germany), where he holds a PhD in Constitutional History.
CORPORATE SOCIAL RESPONSIBILITY
MTS, the largest mobile operator in Russia and the CIS, embraces social responsibility and makes a commitment to society and the environment by recognizing the impact that our decisions and actions can make. Our sense of responsibility is reflected in the ethical standards of our business activities, whereby we:
• Invest in stable development, in social health and prosperity.
• Consider the interests of all parties involved.
• Follow the rules and practices of the markets in which we operate or are regulated, while emulating international standards of business behavior.
• Facilitate greater information transparency and enhance corporate governance.
• These standards are to be followed in all our relations with partners and consumers.
One of MTS’ goals is to fully integrate this responsibility and adopt it in all our interactions with customers, employees, partners and regulators.
Our CSR strategy has been established with regard to the requirements of our society and our customers. Its main aim is to improve the quality of peoples’ lives.
By quality of life, we mean the synergy between criteria, socio-economic or other, which reflect the level and extent to which people have achieved prosperity in the various areas of their lives. A high quality of life is evidence of stable social development, both of society and individuals.
Acquisition by Sistema
The largest public diversified corporation in Russia and the CIS - Sistema acquired a 10% stake in Shyam Telelink for a total cash consideration of US$ 11.4 million at the end of September 2007. In October 2007, Sistema signed a share purchase agreement for the acquisition of an additional 41% stake in Shyam Telelink and a call option agreement, which gives Sistema the right to increase its stake in Shyam Telelink from 51% up to a maximum of 74%. Later in December 2007, Sistema received an approval for the acquisition of the blocking stake in Shyam Telelink from the Foreign Investment Promotion Board (FIPB) of India. As a result of the acquisition of the additional 41% stake, the overall purchase price totaled US$ 58.1 million.
Pan-India rollout
Shyam Telecom along with their partner Sistema had applied for UASL license in 21 telecom circles of India. In August 2008, they became the first new mobile operator to get a pan-India start-up spectrum to start their mobile service operations in the country. They would be providing mobile services based on CDMA technology under the brand name MTS India.Shyam Telecom given Project to ZTE and Huawei for network expansion.
As of December 17, 2010 the total subscriber base of MTS India is 8 million present in 15 circles, just launched in UP East and West.
Wireless Broadband Service
MTS launched the high-speed mobile broadband service, MBlaze, in November 2009 and has seen tremendous market acceptance with over 4,00,000 (As per December 2010 Data) satisfied customers in a short span of time.In April 2010, MTS launched MTS TV for MBlaze customers.MTS MBlaze have its coverage in 80+ cities as of December 2010. MTS has also announced pan-India roaming for its MBlaze users in April–May 2010. MTS also provides MBrowse which is CDMA-1x technology based internet service.
National Telecom Award
MTS, the mobile telephony brand of Sistema-Shyam Teleservices (SSTL) has been conferred National Telecom Award for being the fastest growing data operator in India. Mr. Vsevolod Rozanov, CEO, Sistema Shyam TeleServices Ltd. received the award on behalf of the company from Mr J S Sarma, Chairman, Telecom Regulatory Authority of India and Mr P J Thomas, Secretary, Department of Telecom, Government of India. The award is recognition of MTS establishing itself as a fastest growing data operator in the market. MTS has close to one lakh mobile broadband subscribers in less than six months, for its high speed mobile broadband service, MBlaze. Within a short span time, the company has launched its services in 15 telecom circles(UP East and West is the latest circle) across the country and has already achieved a overall subscriber base of 8 million customers.
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