Abstract

This report examines the emergence of innovation and value creation for enhancing customers' experience, as a result of increasing competition in the Indian telecom industry during the late 1990s and early 2000s. The report provides a detailed account of the evolution of the Indian telecom industry. It traces various developments in the industry before, during and after the liberalization of the Indian telecom sector. It also provides information about the increasing popularity of cellular services which led to the emergence of several private telecom operators like Bharati Tele Ventures, Hutchison Telecom, Idea Cellular Ltd, Reliance Telecom Ltd, etc. Due to the huge market potential even public sector undertakings like BSNL and MTNL have also begun offering cellular services apart from basic wireline services.

Learning Objectives

The case is structured to achieve the following Learning Objectives:

• Study the evolution of the Indian telecom Industry and the changing industry dynamics before, during and after liberalization.
• Examine the need for constant product/service innovations to meet the needs of the evolving telecom industry.
• Appreciate how innovations in telecom services and technologies can help a company to differentiate itself from others and enhance its customers' experiences.
• Study the different types of innovative products/services launched by a telecom company and comment on their usefulness to the consumer.
• Analyze how the future of the Indian telecommunications industry is going to shape up, given the increasing involvement of consumers in helping the companies innovate new telecom products/services/ technologies.

Keywords

Reliance Infocomm Ltd, CellOne, India Mobile, Broadband Services, R-World, WebWorld, JavaGreen, Tata Teleservices Ltd