Description
PPT ON COMPARATIVE ANALYSIS ON MOBILE
A Comparative Study of Mobile Phone Companies
Final Report
Prepared for: _________General Manager Global Process Office, __________Corporation
Prepared by: ___________Business Administrator Global Process Office, ___________Corporation
March 18, 2008
Table of Contents
List of Tables................................................................................................................... 3 List of Figures.................................................................................................................. 3 Introduction ..................................................................................................................... 4 Research Summary......................................................................................................... 5
Service Plan Summary............................................................................................................................... 5 Team Use History ...................................................................................................................................... 7 International Needs .................................................................................................................................. 7 Monthly Plans ........................................................................................................................................... 8 Customer Experience Summary................................................................................................................ 8
Recommendation .......................................................................................................... 10 Bibliography .................................................................................................................. 12 Appendix ....................................................................................................................... 13
Research Data ......................................................................................................................................... 14 AT&T Voice & Data Plans .................................................................................................................... 14 AT&T Coverage Maps.......................................................................................................................... 17 Qwest Voice & Data Plans................................................................................................................... 18 Qwest Coverage Maps ........................................................................................................................ 23 Sprint Voice & Data Plans ................................................................................................................... 24 Sprint Coverage Maps......................................................................................................................... 26 T?Mobile Voice & Data Plans .............................................................................................................. 27 T?Mobile Coverage Maps .................................................................................................................... 29 Verizon Voice & Data Plans................................................................................................................. 29 Verizon Coverage Maps ...................................................................................................................... 33 Virgin Mobile Voice & Data Plans ....................................................................................................... 33 Virgin Mobile Coverage Maps............................................................................................................. 35 Interview Responses ............................................................................................................................... 36 Budget ..................................................................................................................................................... 41 Task Schedule.......................................................................................................................................... 41
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List of Tables
Table 1: Criteria by Company....................................................................................................................... 7 Table 2: Team Calling & Text History Aug. 2007 – Feb. 2008 ...................................................................... 7 Table 3: Target Price Plans based on Team Use History .............................................................................. 8 Table 4: Criteria Comparison and Scoring by Company............................................................................. 10 Table 5: AT&T Voice, Data, and Phone Selection....................................................................................... 14 Table 6: Qwest Voice, Data, and Phone Selection ..................................................................................... 18 Table 7: Sprint Voice, Data, and Phone Selection...................................................................................... 24 Table 8: T?Mobile Voice, Data, and Phone Selection ................................................................................. 27 Table 9: Verizon Voice, Data, and Phone Selection ................................................................................... 29 Table 10: Virgin Voice, Data, and Phone Selection .................................................................................... 33 Table 11: Interview Questions and Responses .......................................................................................... 36 Table 12: Project Budget............................................................................................................................ 41 Table 13: Task Schedule ............................................................................................................................. 41
List of Figures
Figure 1: AT&T Coverage Maps.................................................................................................................. 17 Figure 2: Qwest Coverage Maps ................................................................................................................ 23 Figure 3: Sprint Coverage Maps ................................................................................................................. 26 Figure 4: T?Mobile Coverage Maps ............................................................................................................ 29 Figure 5: Verizon Coverage Maps .............................................................................................................. 33 Figure 6: Virgin Mobile Coverage Maps..................................................................................................... 35
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Introduction
Over the past several months, we have discussed the wide range of costs our __________Global Process team has incurred in mobile phone use. After reviewing monthly phone statements from each team member, I discovered each person has a different price plan contracted with one of several different cellular companies. In order to optimize our mobile phone value for the remainder of the fiscal year, and to help budget for next year, I will review several major cellular companies and their various price plans and options. At the end of this project, I will provide a side-by-side comparison of the different options on the market today as well as a recommendation on which cellular phone company and service agreement our team should use based on cost and our needs. The cellular companies I focused on are: ? ? ? ? ? ? AT&T Wireless Qwest Sprint T-Mobile Verizon Wireless Virgin Mobile
The following criteria was used to review each company with the weighting of importance for each in parentheses: ? ? ? ? ? Price Plans (High) Domestic & International Coverage (High) Customer Feedback (High) Variety of Phone Selection (Medium) Available Options (Low)
This final report will provide you with an accurate, up-to-date, and persuasive case designed to benefit our organization, including a detailed analysis of the rationale behind the recommendation. Included in this final report, you will find: a high level Research Summary outlining the information compiled for this report; a Recommendation for which company and service plan that I suggest our team align to; a Bibliography of resources; and the raw Research Data. I trust that you will find everything in order and that my research and presentation exceeds your expectations.
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Research Summary
Through the course of my research, I discovered that there are over 110 service plans with a host of options ranging in cost from $20.00 to $239.99 (plus tax) per month. There are also over 256 varieties of cell phones adding to the complexity of service plan options. Phones include: basic bar or flip styles with or without cameras; phones which allow you to store and play music; devices with Global Positioning Satellite (GPS) ready software; and smartphones or Personal Data Assistants (PDA) which act more like a mini computer than a phone. These phones range in price from free to $499.99, depending on technology, options, and the duration of your service agreement. Additionally, a crucial component for our ________GPO team in choosing a cellular provider is international coverage and availability. While most companies are not compatible with international cellular phone technologies, AT&T and T-Mobile phones can be used overseas on global networks. This may require the phone to be unlocked and the SIM chip replaced with one from the country you are visiting. Other phones will work internationally without an additional SIM chip, but will result in steep international and roaming charges.
Service Plan Summary
Below is a summary of service plans with price ranges, options, phones, and international compatibility for each of the six companies: AT&T Wireless ? ? ? ? ? Qwest ? ? ? 17 service plans ranging in price from $29.99 to $219.99 per month (plus taxes) Minutes on each plan ranging from 200 to unlimited use Combination of talk, text, and web plans are available
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12 service plans ranging in price from $39.99 to $134.99 per month (plus taxes) Minutes on each plan ranging from 450 to unlimited use Combination of talk, text, and web plans are available 98 phones available including: 48 flip phones; 20 slide or bar phones; 30 smartphones or PDAs Can be used internationally as is, or unlocked with the SIM chip replaced
? ? Sprint ? ? ? ? ?
15 phones available including: one music phone; seven GPS ready phones; four basic phones; three smart phones or PDAs Phones cannot be used internationally
27 service plans ranging in price from $39.99 to $149.99 per month (plus taxes) Minutes on each plan ranging from 200 to 3000 Combination of talk, text, free incoming, push to talk, and web plans are available 49 phones are available including: seven basic phones; 15 TV, music, or GPS, 15 Direct Connect (Push to Talk); 12 Blackberry PDAs Phones cannot be used internationally
T-Mobile ? ? ? ? ? 16 service plans ranging in price from $39.99 to $99.99 per month (plus taxes) Minutes on each plan ranging from 300 to unlimited use Combination of talk, text, and web plans are available 48 phones are available including: 23 basic, music, or Wi-Fi; ten instant messenger or internet ready; four Sidekick models; 11 smartphones or PDAs Can be used internationally as is, or unlocked with the SIM chip replaced
Verizon Wireless ? ? ? ? ? 30 service plans ranging in price from $39.99 to $239.99 per month (plus taxes) Minutes on each plan ranging from 450 to unlimited use Combination of talk, text, and web plans are available 35 phones are available including: 25 flip, slide, or bar phones; ten smartphones or PDAs Phones cannot be used internationally
Virgin Mobile ? ? ? ? ? 8 service plans ranging in price from $20.00 to $99.99 per month (plus taxes) Minutes on each plan ranging from 200 to 1000 Text messaging available for an additional cost 11 phones are available including: nine basic phones; one music ready; one email and network capable Phones cannot be used internationally
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Table 1 shows a summary of criteria by company.
? Table 1: Criteria by Company AT&T Service Plans Monthly Cost Range Monthly Minutes Phones US Coverage International Options 12 $39.99 - 134.99 450 - Unlimited 98 Excellent Yes Qwest 17 $29.99 - 219.99 200 - Unlimited 15 Excellent No Sprint 27 $39.99 - 149.99 200 - 3000 49 Fair No T-Mobile 16 $39.99 - 99.99 300 - Unlimited 48 Good Yes Verizon 30 $39.99 - 239.99 450 - Unlimited 35 Excellent No Virgin 8 $20.00 - 99.99 200 - 1000 11 Fair No
Team Use History
Before coming to any conclusion about which plan would work best for our team, I first had to understand our team’s needs. How and where would these phones be used? First, I reviewed the phone bills from each person on our team from August, 2007 through February, 2008. I discovered that our team used an average of 208 talk minutes each month, with a high of 435 minutes. I also learned that our team sends and receives an average of 402 text messages each month with a high of 624 messages. Table 2 and Figure 1 both demonstrate trends for the past six months.
Table 2: Team Calling & Text History Aug. 2007 – Feb. 2008
August September October November December January February High Low Average
Calls 435 191 132 246 189 161 104 435 Min 104 Min 208 Minutes
Text 468 223 292 516 500 624 193 624 Messages 193 Messages 402 Messages
International Needs
Our team has an international focus, with operating centers located around the globe in cities such as Reno, Nevada, Ft. Lauderdale, Florida, Dublin, Ireland, Puerto Rico and Singapore, the phone and company we chose needs to be compatible with global cellular technology.
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As illustrated in Table 4, Qwest, Sprint, Verizon and Virgin do not have phones or service plans capable of working outside the US or Canada. Based on our work groups heavy international travel schedule, I feel these four companies should no longer be considered as viable options.
Monthly Plans
Next, I looked at these trends from the past six months to help determine which company and plan was best suited for our team’s needs (see Table 2). While the average number of minutes used was 208 from August, 2007 through February, 2008, it is important to realize that the high for that period is 435 minutes. In Table 3 below, I have compared all six companies with their lowest monthly plans with more than 435 minutes. Even though we have discarded four of the six companies for lack of international coverage, I have included all six companies to show comparison.
Table 3: Target Price Plans based on Team Use History
Company AT&T Qwest Sprint T-Mobile Verizon Virgin
Plan Talk, Text, & Web 450 Message & More PowerPack (no data) myFaves 600 + Data & 400 Txt Nationwide Email & Messaging Monthly Plan + 1000 Txt
Minutes 450 500 450 600 450 600
Monthly $ 74.99 59.99 39.99 74.97 99.99 69.99
$ p/ Min. 0.17 0.12 0.09 0.12 0.22 0.12
Overage $ 0.45 0.40 0.45 0.40 0.45 0.20
Customer Experience Summary
The final component I reviewed in narrowing down the best choice of cellular phone service providers for our team is customer experience. I posed several questions asking for general information on current and past mobile phone companies. The questions I asked were: ? ? ? ? ? What company are you with and how long have you been with them? What type of phone do you currently use? How would you rate their customer service over the phone and in person? Are there any other comments? Why did you leave your previous company (if applicable)?
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As you will see in the appendix, on page 34, Table 11, the majority of people with AT&T had very few issues with customer service or signal strength. While most people have left the other companies, no one I spoke to has left AT&T.
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Recommendation
After looking at these six companies, I found all to be quite similar in many ways. For individual use (not business related), all of these companies have their own unique qualities which make them desirable in a vast market such as the U.S. Virgin Mobile has the most simple and affordable plans available making them less complicated and easier to join than their competitors. Sprint offers their exclusive “Push to Talk” feature, allowing their phones to be used as two-way radios; convenient for small business or families on the go. T-Mobile’s policy in unlocking their phones at the time of purchase, or allowing you to use your own unlocked phone, makes this company popular with those who wish to purchase international phones with limited availability in the US. Verizon and AT&T both have the largest networks and offer several specials to attract families and friends to join their service plans. While all of these companies have great individual features, not all are capable of handling of all our team’s cellular phone service needs. When comparing these companies and their services side-by-side, as seen in Table 1 on page 5, it becomes apparent which of the six companies are best suited for our business.
Table 4: Criteria Comparison and Scoring by Company
Price Plans (High) Coverage (D & I) (High) Customer Feedback (High) Phone Selection (Med) Options (Low) Score
AT&T ? ?? ?? ?? ?? 4
Qwest ?? 1
Sprint ?? ?? 2
T?Mobile Verizon ?? ?? ?? ?? ?? ?? ?? 3 4
Virgin ?? 1
Four of the six companies (Qwest, Sprint, Verizon, and Virgin) were dropped from my list of viable companies once I learned they did not offer international calling options on
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their network and didn’t offer any international capable phones. This left AT&T and TMobile as the only two options that would suit our team’s international requirement. When evaluating these two companies, T-Mobile had the cheapest per minute plan at $0.12 per minute compared to AT&T’s $0.17 per minute. However, AT&T has a more expansive and reliable network. AT&T also had better overall feedback from the interviews including several people who had left T-Mobile for AT&T. After taking into account all of the data, I have concluded that AT&T Wireless would make the best choice for our team’s needs. By aligning our team with this one monthly service plan, each person will have the service and coverage needed to stay in touch, whether at home, on the road in the U.S, or traveling internationally while keeping these costs in check through the next fiscal year while providing more accuracy in our fiscal projections.
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Bibliography
Web Sites ? ? ? ? ? ? AT&T Wireless Data, Logos, and Coverage Maps: January 15 - February 24, 2008; http://www.attwireless.com QWest Data, Logos, and Coverage Maps: January 15 - February 24, 2008; http://www.qwest.com/residential/products/wireless/index.html Sprint Data, Logos, and Coverage Maps: January 15 - February 24, 2008; http://www.sprint.com/index.html T-Mobile Data, Logos, and Coverage Maps: January 15 - February 24, 2008; http://www.t-mobile.com/ Verizon Wireless Data, Logos, and Coverage Maps: January 15 - February 24, 2008; http://www.verizonwireless.com/ Virgin Mobile Data, Logos, and Coverage Maps: January 15 - February 24, 2008; http://www.virginmobileusa.com/
Interviews Colleagues Customer Service
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Appendix
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Research Data
AT&T Voice & Data Plans
Table 5: AT&T Voice, Data, and Phone Selection
Individual Cell Phone Plans Plan Title Talk 450 Minutes 450 $ Cost 39.99 $ Cost P/Min. 0.09 $ Overage p/Min. 0.45 Includes: 450 Anytime Minutes, 5000 Nights & Weekends Unlimited Mobile to Mobile minutes No long distance or roaming charges $36.00 Activation fee 2 Year contract
Talk & Text 450
450
$
59.99
$
0.13
$
0.45
450 Anytime Minutes, 5000 Nights & Weekends Unlimited Mobile to Mobile minutes No long distance or roaming charges $36.00 Activation fee 2 Year contract Unlimited text messages, including pictures and video clips IM on AIM, Yahoo, or Windows Live messengers
Talk, Text, & Web 450
450
$
74.99
$
0.17
$
0.45
450 Anytime Minutes, 5000 Nights & Weekends Unlimited Mobile to Mobile minutes No long distance or roaming charges $36.00 Activation fee 2 Year contract Unlimited text messages, including pictures and video clips IM on AIM, Yahoo, or Windows Live messengers Unlimited Mobile Internet
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Talk 900 900 $ 59.99 $ 0.07 $ 0.40 900 Anytime Minutes, Unlimited Nights & Weekends Unlimited Mobile to Mobile minutes No long distance or roaming charges $36.00 Activation fee 2 Year contract
Talk & Text 900
900
$
79.99
$
0.09
$
0.40
900 Anytime Minutes, Unlimited Nights & Weekends Unlimited Mobile to Mobile minutes No long distance or roaming charges $36.00 Activation fee 2 Year contract Unlimited text messages, including pictures and video clips IM on AIM, Yahoo, or Windows Live messengers
Talk, Text, & Web 900
900
$
94.99
$
0.11
$
0.40
900 Anytime Minutes, Unlimited Nights & Weekends Unlimited Mobile to Mobile minutes No long distance or roaming charges $36.00 Activation fee 2 Year contract Unlimited text messages, including pictures and video clips IM on AIM, Yahoo, or Windows Live messengers Unlimited Mobile Internet
Talk 1350
1350
$
79.99
$
0.06
$
0.40
900 Anytime Minutes, Unlimited Nights & Weekends Unlimited Mobile to Mobile minutes No long distance or roaming charges $36.00 Activation fee 2 Year contract
Talk & Text 1350
1350
$
99.99
$
0.07
$
0.40
900 Anytime Minutes, Unlimited Nights & Weekends Unlimited Mobile to Mobile minutes
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No long distance or roaming charges $36.00 Activation fee 2 Year contract Unlimited text messages, including pictures and video clips IM on AIM, Yahoo, or Windows Live messengers
Talk, Text, & Web 1350
1350
$
114.99
$
0.09
$
0.40
900 Anytime Minutes, Unlimited Nights & Weekends Unlimited Mobile to Mobile minutes No long distance or roaming charges $36.00 Activation fee 2 Year contract Unlimited text messages, including pictures and video clips IM on AIM, Yahoo, or Windows Live messengers Unlimited Mobile Internet
Talk Unlimited
Unlimited
$
99.99
N/A
$
-
Unlimited Anytime, Nights & Weekends Unlimited Mobile to Mobile minutes No long distance or roaming charges $36.00 Activation fee 2 Year contract
Talk & Text Unlimited
Unlimited
$
119.99
N/A
$
-
Unlimited Anytime, Nights & Weekends Unlimited Mobile to Mobile minutes No long distance or roaming charges $36.00 Activation fee 2 Year contract Unlimited text messages, including pictures and video clips IM on AIM, Yahoo, or Windows Live messengers
Talk, Text, & Web Unlimited
Unlimited
$
134.99
N/A
$
-
Unlimited Anytime, Nights & Weekends Unlimited Mobile to Mobile minutes No long distance or roaming charges $36.00 Activation fee
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2 Year contract Unlimited text messages, including pictures and video clips IM on AIM, Yahoo, or Windows Live messengers Unlimited Mobile Internet
Type of Phone Flip Phones PDA/Smartphone Bar Phones Slider Phones Total Phones
How Many 48 30 3 17 98
Price Range 0.00 - 99.99 99.99 - 499.99 0.00 - 79.99 39.99 - 199.99 Includes standard cell phones as well as smart phones Includes several colors of the same model, new, and refurbished
AT&T Coverage Maps
Figure 1: AT&T Coverage Maps
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Qwest Voice & Data Plans
Table 6: Qwest Voice, Data, and Phone Selection
All Voice plans Include (free) Caller ID Domestic Long Distance Three way calling Call Waiting Free calls to/from home One Number Service Voice Messaging Link
Minutes 200 $
Cost 29.99 $
Cost P/Min. 0.15 $
Overage p/Min. 0.45
Includes: Unlimited nights and weekends starting at 9 PM Free domestic long distance Free domestic roaming off network Roaming off network outside the US = 50 cents p/min Activation Fee = $35 Early Cancellation fee - $200
500
$
39.99
$
0.08
$
0.40
Unlimited nights and weekends starting at 9 PM Free domestic long distance Free domestic roaming off network Roaming off network outside the US = 50 cents p/min Activation Fee = $35 Early Cancellation fee - $200
750
$
49.99
$
0.07
$
0.40
Unlimited nights and weekends starting at 9 PM Free domestic long distance Free domestic roaming off network
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Roaming off network outside the US = 50 cents p/min Activation Fee = $35 Early Cancellation fee - $200
1,000
$
59.99
$
0.06
$
0.40
Unlimited nights and weekends starting at 9 PM Free domestic long distance Free domestic roaming off network Roaming off network outside the US = 50 cents p/min Activation Fee = $35 Early Cancellation fee - $200
1,500
$
79.99
$
0.05
$
0.35
Unlimited nights and weekends starting at 9 PM Free domestic long distance Free domestic roaming off network Roaming off network outside the US = 50 cents p/min Activation Fee = $35 Early Cancellation fee - $200
2,000
$
99.99
$
0.05
$
0.30
Unlimited nights and weekends starting at 9 PM Free domestic long distance Free domestic roaming off network Roaming off network outside the US = 50 cents p/min Activation Fee = $35 Early Cancellation fee - $200
2,500
$
119.99
$
0.05
$
0.30
Unlimited nights and weekends starting at 9 PM Free domestic long distance Free domestic roaming off network Roaming off network outside the US = 50 cents p/min Activation Fee = $35 Early Cancellation fee - $200
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3,000 $ 139.99 $ 0.05 $ 0.30 Unlimited nights and weekends starting at 9 PM Free domestic long distance Free domestic roaming off network Roaming off network outside the US = 50 cents p/min Activation Fee = $35 Early Cancellation fee - $200
Unlimited
$
199.99
N/A
$
-
Unlimited nights and weekends starting at 9 PM Free domestic long distance Free domestic roaming off network Roaming off network outside the US = 50 cents p/min Activation Fee = $35 Early Cancellation fee - $200
Message & More All Message & More plans Include (free): Caller ID Domestic Long Distance Picture Mail Three Way calling Three way calling Two Way text messaging flat rate Qwest Wireless Mobile to Qwest Mobile
Minutes 500 $
Cost 59.99 $
Cost P/Min. 0.12 $
Overage p/Min. 0.40
Includes: Unlimited nights and weekends starting at 9 PM Free domestic long distance Free domestic roaming off network Roaming off network outside the US = 50 cents p/min Activation Fee = $35 Early Cancellation fee - $200
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Minutes 750 $ Cost 69.99 $ Cost P/Min. 0.09 $ Overage p/Min. 0.40 Includes: Unlimited nights and weekends starting at 9 PM Free domestic long distance Free domestic roaming off network Roaming off network outside the US = 50 cents p/min Activation Fee = $35 Early Cancellation fee - $200
1,000
$
79.99
$
0.08
$
0.40
Unlimited nights and weekends starting at 9 PM Free domestic long distance Free domestic roaming off network Roaming off network outside the US = 50 cents p/min Activation Fee = $35 Early Cancellation fee - $200
1,500
$
99.99
$
0.07
$
0.35
Unlimited nights and weekends starting at 9 PM Free domestic long distance Free domestic roaming off network Roaming off network outside the US = 50 cents p/min Activation Fee = $35 Early Cancellation fee - $200
2,000
$
119.99
$
0.06
$
0.30
Unlimited nights and weekends starting at 9 PM Free domestic long distance Free domestic roaming off network Roaming off network outside the US = 50 cents p/min Activation Fee = $35 Early Cancellation fee - $200
2,500
$
139.99
$
0.06
$
0.30
Unlimited nights and weekends starting at 9 PM Free domestic long distance Free domestic roaming off network
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Roaming off network outside the US = 50 cents p/min Activation Fee = $35 Early Cancellation fee - $200
3,000
$
159.99
$
0.05
$
0.30
Unlimited nights and weekends starting at 9 PM Free domestic long distance Free domestic roaming off network Roaming off network outside the US = 50 cents p/min Activation Fee = $35 Early Cancellation fee - $200
Unlimited
$
219.99
N/A
$
-
Unlimited nights and weekends starting at 9 PM Free domestic long distance Free domestic roaming off network Roaming off network outside the US = 50 cents p/min Activation Fee = $35 Early Cancellation fee - $200
Available Phones Type Music GPS Basic PDA/Smartphone Total Number 1 7 4 3 15 Price Range 0.00 - 249.99
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Qwest Coverage Maps
Figure 2: Qwest Coverage Maps
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Sprint Voice & Data Plans
Table 7: Sprint Voice, Data, and Phone Selection
Plan Name Sprint Power Pack Plans Minutes 450 900 1,350 2,000 $ $ $ $ Cost 39.99 59.99 79.99 99.99 $ $ $ $ Cost P/Min. 0.09 0.07 0.06 0.05 $ $ $ $ Overage p/Min. 0.45 0.40 0.35 0.25 Includes: Unlimited Sprint Mobile to Mobile Unlimited Nights & Weekends starting at 7 PM Domestic Long Distance
Sprint Power Pack Plans w/ Direct Connect
450 900 1,350 2,000
$ $ $ $
39.99 59.99 79.99 99.99
$ $ $ $
0.09 0.07 0.06 0.05
$ $ $ $
0.45 0.40 0.35 0.25
Unlimited Nationwide Nextel Direct Connect Unlimited Sprint Mobile to Mobile Unlimited Nights & Weekends starting at 7 PM Domestic Long Distance
Power Pack Family Plans
550 700 1,400 2,100 3,000
$ $ $ $ $
59.99 69.99 89.99 109.99 149.99
$ $ $ $ $
0.11 0.10 0.06 0.05 0.05
$ $ $ $ $
0.45 0.45 0.40 0.35 0.25
Add up to 3 more lines for only 9.99 p/month p/line Unlimited Sprint Mobile to Mobile Unlimited Nights & Weekends starting at 7 PM Domestic Long Distance
Power Pack Family Plans w/ Direct Connect
700 1,400 2,100 3,000
$ $ $ $
69.99 89.99 109.99 149.99
$ $ $ $
0.10 0.06 0.05 0.05
$ $ $ $
0.45 0.40 0.35 0.25
Unlimited Nationwide Nextel Direct Connect Add up to 3 more lines for only 9.99 p/month p/line Unlimited Sprint Mobile to Mobile Unlimited Nights & Weekends starting at 7 PM Domestic Long Distance Unlimited Mobile to Mobile calling charged per line
Free Incoming Plans
300
$
49.99
$
0.17
$
0.45
Unlimited Sprint Mobile to Mobile
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500 800 1,000 $ $ $ 59.99 79.99 99.99 $ $ $ 0.12 0.10 0.10 $ $ $ 0.45 0.45 0.45 Unlimited Nights & Weekends starting at 9 PM Domestic Long Distance
Free Incoming Plans w/ Direct Connect
300 500 800 1,000
$ $ $ $
49.99 59.99 79.99 99.99
$ $ $ $
0.17 0.12 0.10 0.10
$ $ $ $
0.45 0.45 0.45 0.45
Unlimited Nationwide Nextel Direct Connect Unlimited Sprint Mobile to Mobile Unlimited Nights & Weekends starting at 9 PM Domestic Long Distance
Basic Plan
200
$
29.99
$
0.15
$
0.45
Unlimited Sprint Mobile to Mobile Unlimited Nights & Weekends starting at 9 PM Domestic Long Distance
Basic Plan w/ Direct Connect
200
$
29.99
$
0.15
$
0.45
Unlimited Nights & Weekends starting at 9 PM Domestic Long Distance 20 cents p/min for Direct Connect calls + !5 cents p/minute p/participant
Type of Phone Basic Phones TV & Music Direct Connect PDA/Smartphone GPS Total
How Many 7 12 15 12 3 49
Price Range 0.00 - 99.99 0.00 - 249.99 0.00 - 349.99 49.99 - 199.99 0.00 - 29.99
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Sprint Coverage Maps
Figure 3: Sprint Coverage Maps
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TMobile Voice & Data Plans
Table 8: T?Mobile Voice, Data, and Phone Selection
All Voice plans Include (free) Call Forwarding Call Hold Call Waiting Caller ID Voice Mail Conference Calling
Plan Name myFaves 300 myFaves 600 myFaves 1000 myFaves 1500 myFaves 2500 myFaves 5000
Minutes 300 600 1,000 1,500 2,500 5,000 $ $ $ $ $ $
Cost 39.99 49.99 59.99 69.99 109.99 139.99 $ $ $ $ $ $
Cost P/Min. 0.13 0.08 0.06 0.05 0.04 0.03 $ $ $ $ $ $
Overage p/Min. 0.40 0.40 0.40 0.40 0.40 0.40 Unlimited Nights and Weekends Unlimited myFaves minutes
Includes:
Individual Basic
300
$
29.99
$
0.10
$
0.40
Unlimited weekend minutes
Individual + Promo Individual Max Individual Unlimited
1,000 1,500 Unlimited
$ $ $
39.99 59.99 99.99
$ $ N/A
0.04 0.04
$ $ $
0.40 0.40 -
Unlimited nights and weekends
Seattle Regional
3,000
$
49.99
$
0.02
$
0.35
Region is Washington and Oregon Regional Whenever Minutes Calls made to outside the region incur long distance charges Call made from outside the region incur roaming and long distance charges
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Text Messaging 400 Messages 1000 Messages Unlimited 400 1,000 Unlimited $ $ $ 4.99 9.99 14.99 $ $ N/A 0.01 0.01 $ $ $ 0.15 0.15 -
Smartphone Total Internet Email only Unlimited Unlimited $ $ 19.99 9.99
Phones Basic Music PDA/Smartphone Wi-Fi & Mobile Instant Message/Net Sidekick Total 7 13 11 3 10 4 48
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TMobile Coverage Maps
Figure 4: T?Mobile Coverage Maps
Verizon Voice & Data Plans
Table 9: Verizon Voice, Data, and Phone Selection
Nationwide Phone and email Monthly Min. 450 900 1350 2000 4000 6000 $ $ $ $ $ $ Cost 79.99 99.99 109.99 129.99 169.99 219.99 $ $ $ $ $ $ Cost P/Min. 0.18 0.11 0.08 0.06 0.04 0.04 $ $ $ $ $ $ Overage p/Min. 0.45 0.40 0.35 0.25 0.25 0.20 Data Access for email Unlimited IN Calling Unlimited Nights and Weekends 3way calling Voice Mail Caller ID/Call Block No Domestic Roaming or Long Distance charges Call forwarding Includes:
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Call Waiting New every two (new phone every two years) Text Messaging ($0.15 for sent/received texts)
Nationwide Emailing & Messaging Monthly Min. 450 900 1350 2000 4000 6000 $ $ $ $ $ $ Cost 99.99 119.99 129.99 149.99 189.99 239.99 $ $ $ $ $ $ Cost P/Min. 0.22 0.13 0.10 0.07 0.05 0.04 $ $ $ $ $ $ Overage p/Min. 0.45 0.40 0.35 0.25 0.25 0.20 Data Access for email Unlimited Text, picture, Video, and Instant Messaging 3way calling Voice Mail Caller ID/Call Block No Domestic Roaming or Long Distance charges Call forwarding Call Waiting New every two (new phone every two years) Includes:
Voice Plans Basic Plan Monthly Min. 450 900 1350 2000 4000 6000 $ $ $ $ $ $ Cost 39.99 59.99 79.99 99.90 149.99 199.99 $ $ $ $ $ $ Cost P/Min. 0.09 0.07 0.06 0.05 0.04 0.03 $ $ $ $ $ $ Overage p/Min. 0.45 0.40 0.35 0.25 0.25 0.20 Access to Mobile Web 2.0 Unlimited nights and weekends unlimited national IN calling 3way calling Voice Mail Caller ID No Domestic Roaming or Long Distance charges Nationwide Select Plans Monthly Min. 450 900 $ $ Cost 59.99 79.99 $ $ Cost P/Min. 0.13 0.09 $ $ Overage p/Min. 0.45 0.40 Includes: Unlimited Text, Picture, Video & Instant Messaging Access to Mobile Web 2.0 Includes:
Page | 30
1350 2000 4000 6000 $ $ $ $ 99.99 119.99 169.99 219.99 $ $ $ $ 0.07 0.06 0.04 0.04 $ $ $ $ 0.35 0.25 0.25 0.20 Unlimited nights and weekends unlimited national IN calling 3way calling Voice Mail Caller ID No Domestic Roaming or Long Distance charges Nationwide Premium Monthly Min. 450 900 1350 2000 4000 6000 $ $ $ $ $ $ Cost 79.99 99.99 119.99 139.99 189.99 239.99 $ $ $ $ $ $ Cost P/Min. 0.18 0.11 0.09 0.07 0.05 0.04 $ $ $ $ $ $ Overage p/Min. 0.45 0.40 0.35 0.25 0.25 0.20 Includes: Unlimited Text, Picture, Video & Instant Messaging Mobile email vcast vpack VZ Navigator Access to Mobile Web 2.0 Unlimited nights and weekends unlimited national IN calling Monthly Min. Cost Cost P/Min. Overage p/Min. 3way calling Voice Mail Caller ID No Domestic Roaming or Long Distance charges Includes:
Smartphone Motorola Q Verizon PN 820 Motorola Moto Q Verizon SMT 5800 Palm Treo 700P Palm Treo 700p w/o Camera Palm Treo 755P Samsung SCH-i760 Palm Treo 700wx $ $ $ $ $ $ $ $ $
Cost w/ Agreement 249.99 249.99 249.99 349.99 399.99 399.99 399.99 449.99 499.99
Online discount $ $ $ $ $ $ $ $ $ 100.00 100.00 100.00 100.00 100.00 100.00 100.00 100.00 100.00
Your Price $ $ $ $ $ $ $ $ $ 149.99 149.99 149.99 249.99 299.99 299.99 299.99 349.99 399.99
OS Windows Windows Windows Windows Palm Palm Palm Windows Windows
QWERTY? Yes No Yes Yes Yes Yes Yes Yes Yes
Touch Screen No No No No Yes Yes Yes No Yes
Camera Yes Yes Yes Yes Yes No Yes Yes Yes
Bluetooth Yes Yes Yes Yes Yes Yes Yes Yes Yes
Style handheld flip handheld Slide handheld handheld handheld Slide handheld
Page | 31
Verizon xv6800 $ 499.99 $ 100.00 $ 399.99 Windows Yes Yes Yes Yes Slide
Basic Phones Samsung SCH-u340 Motorola W385 Samsung SCH-u410 Motorola RAZR V3m Motorola MOTOKRZR K1m Verizon Wireless CDM 8905 LG VX5400 Verizon Wireless Coupe™ LG VX8350 Samsung SCH-u540 LG enV™ Samsung Juke Samsung SCH-u620 Verizon Wireless G'zOne Type-S Samsung Gleam™ LG Chocolate LG VX9400 Motorola MOTORAZR maxx Ve Samsung FlipShot LG VX8700 Motorola MOTORIZR Z6tv Motorola MOTO™ Z6c World Edition LG VENUS Motorola MOTORAZR² V9m LG Voyager™ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $
Cost w/ Agreement 29.99 119.99 99.99 99.99 119.99 19.99 79.99 39.99 99.99 119.99 129.99 129.99 149.99 149.99 149.99 179.99 199.99 199.99 199.99 229.99 229.99 229.99 249.99 299.99 349.99
Online discount $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ 29.99 119.99 99.99 90.00 100.00 50.00 50.00 50.00 50.00 50.00 50.00 50.00 50.00 50.00 50.00 50.00 50.00 50.00 50.00 50.00 50.00 50.00 50.00
Your Price Free Free Free $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ 9.99 19.99 19.99 29.99 39.99 49.99 69.99 79.99 79.99 99.99 99.99 99.99 129.99 149.99 149.99 149.99 179.99 179.99 179.99 199.99 249.99 299.99
Page | 32
Verizon Coverage Maps
Figure 5: Verizon Coverage Maps
Virgin Mobile Voice & Data Plans
Table 10: Virgin Voice, Data, and Phone Selection
All Voice plans Include (free) No Annual Contracts Roll Forward Minutes Change plans as your needs change
Page | 33
Plan Name Monthly Plans Minutes 200 300 400 600 1000 Add text messaging $ $ $ $ $ Cost 24.99 34.99 49.99 59.99 99.99 $ $ $ $ $ Cost P/Min. 0.12 0.12 0.12 0.10 0.10 $ $ $ $ $ Overage p/Min. 0.20 0.20 0.20 0.20 0.20 Includes: 500 Nights & Weekends 1000 Nights and weekends Unlimited nights and weekend Unlimited nights and weekend Unlimited nights and weekend
$5 p/month for 1000 or $10 p/month for unlimited
Pay as you Go
200 400 1000
$ $ $
20.00 30.00 50.00
$ $ $
0.10 0.08 0.05
Add Txt Messaging
$5 p/month for 200; $10 p/Month for 1000; $20 p/month unlimited
Phones email/network music basic 1 1 9 99.99 49.99 9.99 - 34.99
Page | 34
Virgin Mobile Coverage Maps
Figure 6: Virgin Mobile Coverage Maps
Page | 35
Interview Responses
Table 11: Interview Questions and Responses
Julie
Maureen
Barb AT&T – chose them as that was corporate choice with employee discount.
Ryan
Danny
Giana (AT&T)
Giana (T-Mobile)
Jenna
What company are you currently with?
Verizon
AT&T
AT&T
T-Mobile
AT&T
T-Mobile
AT&T
How long have you been with them? What type of phone do you have? Regular Phone, Windows Mobile, Smartphone, Other? From 1 to 10 (1 being bad) how do you rate their customer service over the phone? From 1 to 10 (1 being bad) how do you rate their customer service in the store?
3 years
2 years
forever
About 4 years currently but had them in high school as well for about 2 years.
5 years
2 years
7 years
2 years
Blackberry
Smartphone
blackberry
Regular Phone
blackberry 8100
Smartphone
free phone
Smartphone Blackjack II
3
9
8
8
8
5
8
4
9
10
9
9
8
Page | 36
Comments on customer service:
I have only called them once and it sucked
I have to work w/T-Mobile for my mgr and the difference in how they treat customers compared to AT&T is always noticeable. They are difficult; AT&T really tries to work with you, and they do.
Helpful but not over the top – not a differentiator but my needs are basic. Surprised when I ordered my BB that they didn’t discuss an up-sell opportunity to add the chip to surf the browser faster
When I had them in high school they were great, when they switched to Cingular they sucked. However once I joined the ______discount plans, the Business Customer Service that I get routed to is nothing but helpful. With the new branding of AT&T customer service has gone up again as well. 8
good overall service via telephone
AT & T has always been extraordinary when I go in person. Very helpful
Much easier to get questions answered in store. Phone is impossible and I’m constantly stuck with hard sell for services I don’t need.
From 1 to 10 (1 being bad) how do you rate their signal/connection?
10 As good as it gets wherever we travel. I always have better service than my husband has (with AT&T)
9
8
7
7
7
7
Comments on signal strength:
I rarely have a problem with AT&T
see above
I’ve had 3 services while I’ve lived in Seattle and I’ve went back to AT&T/Cingular every time.
7-8 decent usually. My work office has little reception though (just a single bar)
Never service on hills
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From 1 to 10 (1 being bad) how do
5 8 7 7 8 5 5 4
Page | 38
you rate their pricing and plans? From 1 to 10 (1 being bad) how do you rate their phone selection?
1
7 I wish I liked Sprint—they seem to have the phone(s) I’d rather have.
10
7
8
7
7
8
Comments?
Generally good coverage with good customer service
So so. Hate the contracts to get an upgrade.
Who was your previous cell phone provider? How long were you with them?
T-Mobile 3 years I had a cheap deal due to my employment with Western Wireless. Left tmobile when I left Western as the plans and service sucked.
T-Mobile 2 years
N/A N/A
Verizon about 3 years
Sprint PCS 2 years
Verizon 2
Sprint 4 years
Why did you leave?
better plan and phone choices
N/A
signal sucked in the Seattle area
better phone and plan
poor customer service, poor signal, very expensive
Rollover minutes with AT&T & free weekends
What type of phone do you have? Regular Phone, Windows Mobile, Smartphone, Other? From 1 to 10 (1 being bad) how do you rate their customer service over the phone? From 1 to 10 (1 being bad) how do you rate their
regular & blackberry
regular
N/A
regular phone
Sony Ericson regular phone
regular phone
Regular phone
2
6
N/A
10
7
2
5
3
never been
N/A
7
don't know
2
8
Page | 39
customer service in the store? When I had Verizon, their customer service over the phone was excellent. Probably the best I’ve had. 7 When I lived in Brush Prairie it was the only cell service that got signal in the area, it also did great in Pittsburgh and while I drove across country. I moved to Seattle and I would walk by a shrub and the signal would cut out. 5
Comments on customer service:
Awful. Really awful
they're just plain not customer oriented
N/A
decent
Always have more luck in store.
From 1 to 10 (1 being bad) how do you rate their signal/connection?
2
7
N/A
8 good
1
5
Comments on signal strength:
dropped calls all the time
had more problems with locations and signal strength (in WA and CA)
N/A
8 good
Poor connection in my apartment
From 1 to 10 (1 being bad) how do you rate their pricing and plans? From 1 to 10 (1 being bad) how do you rate their phone selection? Comments?
5
8
N/A
7 more expansive than T-Mobile
1
8
5
8
N/A
5
7 decent Left for TMobile because of phone/plan
2
8 Prior to the days and rates of smart phone
N/A
Page | 40
combo service. Cell phone was much more affordable.
Budget
Table 12: Project Budget
Item Research Writing/Compiling Data Travel/Mileage Supplies
Details 10 hrs. @ $30 p/hour 15 hrs. @ $30 p/hour 70 miles @ $0.45 p/mile Paper, Printing, Copies Total
$ $ $ $ $
Budget 300.00 450.00 31.50 45.00 826.50
$ $ $ $ $
Actual 210.00 450.00 40.00 700.00
Variance $ 90.00 $ $ 31.50 $ 5.00 $ 126.50
Task Schedule
Table 13: Task Schedule
Milestone Proposal Progress Report Data Report Presentation Final Report
Delivery Date Completed January 10, 2008 ?? January 31, 2008 ?? February 26, 2008 ?? March 11, 2008 ?? March 18, 2008 ??
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Page | 42
doc_970561333.pdf
PPT ON COMPARATIVE ANALYSIS ON MOBILE
A Comparative Study of Mobile Phone Companies
Final Report
Prepared for: _________General Manager Global Process Office, __________Corporation
Prepared by: ___________Business Administrator Global Process Office, ___________Corporation
March 18, 2008
Table of Contents
List of Tables................................................................................................................... 3 List of Figures.................................................................................................................. 3 Introduction ..................................................................................................................... 4 Research Summary......................................................................................................... 5
Service Plan Summary............................................................................................................................... 5 Team Use History ...................................................................................................................................... 7 International Needs .................................................................................................................................. 7 Monthly Plans ........................................................................................................................................... 8 Customer Experience Summary................................................................................................................ 8
Recommendation .......................................................................................................... 10 Bibliography .................................................................................................................. 12 Appendix ....................................................................................................................... 13
Research Data ......................................................................................................................................... 14 AT&T Voice & Data Plans .................................................................................................................... 14 AT&T Coverage Maps.......................................................................................................................... 17 Qwest Voice & Data Plans................................................................................................................... 18 Qwest Coverage Maps ........................................................................................................................ 23 Sprint Voice & Data Plans ................................................................................................................... 24 Sprint Coverage Maps......................................................................................................................... 26 T?Mobile Voice & Data Plans .............................................................................................................. 27 T?Mobile Coverage Maps .................................................................................................................... 29 Verizon Voice & Data Plans................................................................................................................. 29 Verizon Coverage Maps ...................................................................................................................... 33 Virgin Mobile Voice & Data Plans ....................................................................................................... 33 Virgin Mobile Coverage Maps............................................................................................................. 35 Interview Responses ............................................................................................................................... 36 Budget ..................................................................................................................................................... 41 Task Schedule.......................................................................................................................................... 41
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List of Tables
Table 1: Criteria by Company....................................................................................................................... 7 Table 2: Team Calling & Text History Aug. 2007 – Feb. 2008 ...................................................................... 7 Table 3: Target Price Plans based on Team Use History .............................................................................. 8 Table 4: Criteria Comparison and Scoring by Company............................................................................. 10 Table 5: AT&T Voice, Data, and Phone Selection....................................................................................... 14 Table 6: Qwest Voice, Data, and Phone Selection ..................................................................................... 18 Table 7: Sprint Voice, Data, and Phone Selection...................................................................................... 24 Table 8: T?Mobile Voice, Data, and Phone Selection ................................................................................. 27 Table 9: Verizon Voice, Data, and Phone Selection ................................................................................... 29 Table 10: Virgin Voice, Data, and Phone Selection .................................................................................... 33 Table 11: Interview Questions and Responses .......................................................................................... 36 Table 12: Project Budget............................................................................................................................ 41 Table 13: Task Schedule ............................................................................................................................. 41
List of Figures
Figure 1: AT&T Coverage Maps.................................................................................................................. 17 Figure 2: Qwest Coverage Maps ................................................................................................................ 23 Figure 3: Sprint Coverage Maps ................................................................................................................. 26 Figure 4: T?Mobile Coverage Maps ............................................................................................................ 29 Figure 5: Verizon Coverage Maps .............................................................................................................. 33 Figure 6: Virgin Mobile Coverage Maps..................................................................................................... 35
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Introduction
Over the past several months, we have discussed the wide range of costs our __________Global Process team has incurred in mobile phone use. After reviewing monthly phone statements from each team member, I discovered each person has a different price plan contracted with one of several different cellular companies. In order to optimize our mobile phone value for the remainder of the fiscal year, and to help budget for next year, I will review several major cellular companies and their various price plans and options. At the end of this project, I will provide a side-by-side comparison of the different options on the market today as well as a recommendation on which cellular phone company and service agreement our team should use based on cost and our needs. The cellular companies I focused on are: ? ? ? ? ? ? AT&T Wireless Qwest Sprint T-Mobile Verizon Wireless Virgin Mobile
The following criteria was used to review each company with the weighting of importance for each in parentheses: ? ? ? ? ? Price Plans (High) Domestic & International Coverage (High) Customer Feedback (High) Variety of Phone Selection (Medium) Available Options (Low)
This final report will provide you with an accurate, up-to-date, and persuasive case designed to benefit our organization, including a detailed analysis of the rationale behind the recommendation. Included in this final report, you will find: a high level Research Summary outlining the information compiled for this report; a Recommendation for which company and service plan that I suggest our team align to; a Bibliography of resources; and the raw Research Data. I trust that you will find everything in order and that my research and presentation exceeds your expectations.
Page | 4
Research Summary
Through the course of my research, I discovered that there are over 110 service plans with a host of options ranging in cost from $20.00 to $239.99 (plus tax) per month. There are also over 256 varieties of cell phones adding to the complexity of service plan options. Phones include: basic bar or flip styles with or without cameras; phones which allow you to store and play music; devices with Global Positioning Satellite (GPS) ready software; and smartphones or Personal Data Assistants (PDA) which act more like a mini computer than a phone. These phones range in price from free to $499.99, depending on technology, options, and the duration of your service agreement. Additionally, a crucial component for our ________GPO team in choosing a cellular provider is international coverage and availability. While most companies are not compatible with international cellular phone technologies, AT&T and T-Mobile phones can be used overseas on global networks. This may require the phone to be unlocked and the SIM chip replaced with one from the country you are visiting. Other phones will work internationally without an additional SIM chip, but will result in steep international and roaming charges.
Service Plan Summary
Below is a summary of service plans with price ranges, options, phones, and international compatibility for each of the six companies: AT&T Wireless ? ? ? ? ? Qwest ? ? ? 17 service plans ranging in price from $29.99 to $219.99 per month (plus taxes) Minutes on each plan ranging from 200 to unlimited use Combination of talk, text, and web plans are available
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12 service plans ranging in price from $39.99 to $134.99 per month (plus taxes) Minutes on each plan ranging from 450 to unlimited use Combination of talk, text, and web plans are available 98 phones available including: 48 flip phones; 20 slide or bar phones; 30 smartphones or PDAs Can be used internationally as is, or unlocked with the SIM chip replaced
? ? Sprint ? ? ? ? ?
15 phones available including: one music phone; seven GPS ready phones; four basic phones; three smart phones or PDAs Phones cannot be used internationally
27 service plans ranging in price from $39.99 to $149.99 per month (plus taxes) Minutes on each plan ranging from 200 to 3000 Combination of talk, text, free incoming, push to talk, and web plans are available 49 phones are available including: seven basic phones; 15 TV, music, or GPS, 15 Direct Connect (Push to Talk); 12 Blackberry PDAs Phones cannot be used internationally
T-Mobile ? ? ? ? ? 16 service plans ranging in price from $39.99 to $99.99 per month (plus taxes) Minutes on each plan ranging from 300 to unlimited use Combination of talk, text, and web plans are available 48 phones are available including: 23 basic, music, or Wi-Fi; ten instant messenger or internet ready; four Sidekick models; 11 smartphones or PDAs Can be used internationally as is, or unlocked with the SIM chip replaced
Verizon Wireless ? ? ? ? ? 30 service plans ranging in price from $39.99 to $239.99 per month (plus taxes) Minutes on each plan ranging from 450 to unlimited use Combination of talk, text, and web plans are available 35 phones are available including: 25 flip, slide, or bar phones; ten smartphones or PDAs Phones cannot be used internationally
Virgin Mobile ? ? ? ? ? 8 service plans ranging in price from $20.00 to $99.99 per month (plus taxes) Minutes on each plan ranging from 200 to 1000 Text messaging available for an additional cost 11 phones are available including: nine basic phones; one music ready; one email and network capable Phones cannot be used internationally
Page | 6
Table 1 shows a summary of criteria by company.
? Table 1: Criteria by Company AT&T Service Plans Monthly Cost Range Monthly Minutes Phones US Coverage International Options 12 $39.99 - 134.99 450 - Unlimited 98 Excellent Yes Qwest 17 $29.99 - 219.99 200 - Unlimited 15 Excellent No Sprint 27 $39.99 - 149.99 200 - 3000 49 Fair No T-Mobile 16 $39.99 - 99.99 300 - Unlimited 48 Good Yes Verizon 30 $39.99 - 239.99 450 - Unlimited 35 Excellent No Virgin 8 $20.00 - 99.99 200 - 1000 11 Fair No
Team Use History
Before coming to any conclusion about which plan would work best for our team, I first had to understand our team’s needs. How and where would these phones be used? First, I reviewed the phone bills from each person on our team from August, 2007 through February, 2008. I discovered that our team used an average of 208 talk minutes each month, with a high of 435 minutes. I also learned that our team sends and receives an average of 402 text messages each month with a high of 624 messages. Table 2 and Figure 1 both demonstrate trends for the past six months.
Table 2: Team Calling & Text History Aug. 2007 – Feb. 2008
August September October November December January February High Low Average
Calls 435 191 132 246 189 161 104 435 Min 104 Min 208 Minutes
Text 468 223 292 516 500 624 193 624 Messages 193 Messages 402 Messages
International Needs
Our team has an international focus, with operating centers located around the globe in cities such as Reno, Nevada, Ft. Lauderdale, Florida, Dublin, Ireland, Puerto Rico and Singapore, the phone and company we chose needs to be compatible with global cellular technology.
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As illustrated in Table 4, Qwest, Sprint, Verizon and Virgin do not have phones or service plans capable of working outside the US or Canada. Based on our work groups heavy international travel schedule, I feel these four companies should no longer be considered as viable options.
Monthly Plans
Next, I looked at these trends from the past six months to help determine which company and plan was best suited for our team’s needs (see Table 2). While the average number of minutes used was 208 from August, 2007 through February, 2008, it is important to realize that the high for that period is 435 minutes. In Table 3 below, I have compared all six companies with their lowest monthly plans with more than 435 minutes. Even though we have discarded four of the six companies for lack of international coverage, I have included all six companies to show comparison.
Table 3: Target Price Plans based on Team Use History
Company AT&T Qwest Sprint T-Mobile Verizon Virgin
Plan Talk, Text, & Web 450 Message & More PowerPack (no data) myFaves 600 + Data & 400 Txt Nationwide Email & Messaging Monthly Plan + 1000 Txt
Minutes 450 500 450 600 450 600
Monthly $ 74.99 59.99 39.99 74.97 99.99 69.99
$ p/ Min. 0.17 0.12 0.09 0.12 0.22 0.12
Overage $ 0.45 0.40 0.45 0.40 0.45 0.20
Customer Experience Summary
The final component I reviewed in narrowing down the best choice of cellular phone service providers for our team is customer experience. I posed several questions asking for general information on current and past mobile phone companies. The questions I asked were: ? ? ? ? ? What company are you with and how long have you been with them? What type of phone do you currently use? How would you rate their customer service over the phone and in person? Are there any other comments? Why did you leave your previous company (if applicable)?
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As you will see in the appendix, on page 34, Table 11, the majority of people with AT&T had very few issues with customer service or signal strength. While most people have left the other companies, no one I spoke to has left AT&T.
Page | 9
Recommendation
After looking at these six companies, I found all to be quite similar in many ways. For individual use (not business related), all of these companies have their own unique qualities which make them desirable in a vast market such as the U.S. Virgin Mobile has the most simple and affordable plans available making them less complicated and easier to join than their competitors. Sprint offers their exclusive “Push to Talk” feature, allowing their phones to be used as two-way radios; convenient for small business or families on the go. T-Mobile’s policy in unlocking their phones at the time of purchase, or allowing you to use your own unlocked phone, makes this company popular with those who wish to purchase international phones with limited availability in the US. Verizon and AT&T both have the largest networks and offer several specials to attract families and friends to join their service plans. While all of these companies have great individual features, not all are capable of handling of all our team’s cellular phone service needs. When comparing these companies and their services side-by-side, as seen in Table 1 on page 5, it becomes apparent which of the six companies are best suited for our business.
Table 4: Criteria Comparison and Scoring by Company
Price Plans (High) Coverage (D & I) (High) Customer Feedback (High) Phone Selection (Med) Options (Low) Score
AT&T ? ?? ?? ?? ?? 4
Qwest ?? 1
Sprint ?? ?? 2
T?Mobile Verizon ?? ?? ?? ?? ?? ?? ?? 3 4
Virgin ?? 1
Four of the six companies (Qwest, Sprint, Verizon, and Virgin) were dropped from my list of viable companies once I learned they did not offer international calling options on
Page | 10
their network and didn’t offer any international capable phones. This left AT&T and TMobile as the only two options that would suit our team’s international requirement. When evaluating these two companies, T-Mobile had the cheapest per minute plan at $0.12 per minute compared to AT&T’s $0.17 per minute. However, AT&T has a more expansive and reliable network. AT&T also had better overall feedback from the interviews including several people who had left T-Mobile for AT&T. After taking into account all of the data, I have concluded that AT&T Wireless would make the best choice for our team’s needs. By aligning our team with this one monthly service plan, each person will have the service and coverage needed to stay in touch, whether at home, on the road in the U.S, or traveling internationally while keeping these costs in check through the next fiscal year while providing more accuracy in our fiscal projections.
Page | 11
Bibliography
Web Sites ? ? ? ? ? ? AT&T Wireless Data, Logos, and Coverage Maps: January 15 - February 24, 2008; http://www.attwireless.com QWest Data, Logos, and Coverage Maps: January 15 - February 24, 2008; http://www.qwest.com/residential/products/wireless/index.html Sprint Data, Logos, and Coverage Maps: January 15 - February 24, 2008; http://www.sprint.com/index.html T-Mobile Data, Logos, and Coverage Maps: January 15 - February 24, 2008; http://www.t-mobile.com/ Verizon Wireless Data, Logos, and Coverage Maps: January 15 - February 24, 2008; http://www.verizonwireless.com/ Virgin Mobile Data, Logos, and Coverage Maps: January 15 - February 24, 2008; http://www.virginmobileusa.com/
Interviews Colleagues Customer Service
Page | 12
Appendix
Page | 13
Research Data
AT&T Voice & Data Plans
Table 5: AT&T Voice, Data, and Phone Selection
Individual Cell Phone Plans Plan Title Talk 450 Minutes 450 $ Cost 39.99 $ Cost P/Min. 0.09 $ Overage p/Min. 0.45 Includes: 450 Anytime Minutes, 5000 Nights & Weekends Unlimited Mobile to Mobile minutes No long distance or roaming charges $36.00 Activation fee 2 Year contract
Talk & Text 450
450
$
59.99
$
0.13
$
0.45
450 Anytime Minutes, 5000 Nights & Weekends Unlimited Mobile to Mobile minutes No long distance or roaming charges $36.00 Activation fee 2 Year contract Unlimited text messages, including pictures and video clips IM on AIM, Yahoo, or Windows Live messengers
Talk, Text, & Web 450
450
$
74.99
$
0.17
$
0.45
450 Anytime Minutes, 5000 Nights & Weekends Unlimited Mobile to Mobile minutes No long distance or roaming charges $36.00 Activation fee 2 Year contract Unlimited text messages, including pictures and video clips IM on AIM, Yahoo, or Windows Live messengers Unlimited Mobile Internet
Page | 14
Talk 900 900 $ 59.99 $ 0.07 $ 0.40 900 Anytime Minutes, Unlimited Nights & Weekends Unlimited Mobile to Mobile minutes No long distance or roaming charges $36.00 Activation fee 2 Year contract
Talk & Text 900
900
$
79.99
$
0.09
$
0.40
900 Anytime Minutes, Unlimited Nights & Weekends Unlimited Mobile to Mobile minutes No long distance or roaming charges $36.00 Activation fee 2 Year contract Unlimited text messages, including pictures and video clips IM on AIM, Yahoo, or Windows Live messengers
Talk, Text, & Web 900
900
$
94.99
$
0.11
$
0.40
900 Anytime Minutes, Unlimited Nights & Weekends Unlimited Mobile to Mobile minutes No long distance or roaming charges $36.00 Activation fee 2 Year contract Unlimited text messages, including pictures and video clips IM on AIM, Yahoo, or Windows Live messengers Unlimited Mobile Internet
Talk 1350
1350
$
79.99
$
0.06
$
0.40
900 Anytime Minutes, Unlimited Nights & Weekends Unlimited Mobile to Mobile minutes No long distance or roaming charges $36.00 Activation fee 2 Year contract
Talk & Text 1350
1350
$
99.99
$
0.07
$
0.40
900 Anytime Minutes, Unlimited Nights & Weekends Unlimited Mobile to Mobile minutes
Page | 15
No long distance or roaming charges $36.00 Activation fee 2 Year contract Unlimited text messages, including pictures and video clips IM on AIM, Yahoo, or Windows Live messengers
Talk, Text, & Web 1350
1350
$
114.99
$
0.09
$
0.40
900 Anytime Minutes, Unlimited Nights & Weekends Unlimited Mobile to Mobile minutes No long distance or roaming charges $36.00 Activation fee 2 Year contract Unlimited text messages, including pictures and video clips IM on AIM, Yahoo, or Windows Live messengers Unlimited Mobile Internet
Talk Unlimited
Unlimited
$
99.99
N/A
$
-
Unlimited Anytime, Nights & Weekends Unlimited Mobile to Mobile minutes No long distance or roaming charges $36.00 Activation fee 2 Year contract
Talk & Text Unlimited
Unlimited
$
119.99
N/A
$
-
Unlimited Anytime, Nights & Weekends Unlimited Mobile to Mobile minutes No long distance or roaming charges $36.00 Activation fee 2 Year contract Unlimited text messages, including pictures and video clips IM on AIM, Yahoo, or Windows Live messengers
Talk, Text, & Web Unlimited
Unlimited
$
134.99
N/A
$
-
Unlimited Anytime, Nights & Weekends Unlimited Mobile to Mobile minutes No long distance or roaming charges $36.00 Activation fee
Page | 16
2 Year contract Unlimited text messages, including pictures and video clips IM on AIM, Yahoo, or Windows Live messengers Unlimited Mobile Internet
Type of Phone Flip Phones PDA/Smartphone Bar Phones Slider Phones Total Phones
How Many 48 30 3 17 98
Price Range 0.00 - 99.99 99.99 - 499.99 0.00 - 79.99 39.99 - 199.99 Includes standard cell phones as well as smart phones Includes several colors of the same model, new, and refurbished
AT&T Coverage Maps
Figure 1: AT&T Coverage Maps
Page | 17
Qwest Voice & Data Plans
Table 6: Qwest Voice, Data, and Phone Selection
All Voice plans Include (free) Caller ID Domestic Long Distance Three way calling Call Waiting Free calls to/from home One Number Service Voice Messaging Link
Minutes 200 $
Cost 29.99 $
Cost P/Min. 0.15 $
Overage p/Min. 0.45
Includes: Unlimited nights and weekends starting at 9 PM Free domestic long distance Free domestic roaming off network Roaming off network outside the US = 50 cents p/min Activation Fee = $35 Early Cancellation fee - $200
500
$
39.99
$
0.08
$
0.40
Unlimited nights and weekends starting at 9 PM Free domestic long distance Free domestic roaming off network Roaming off network outside the US = 50 cents p/min Activation Fee = $35 Early Cancellation fee - $200
750
$
49.99
$
0.07
$
0.40
Unlimited nights and weekends starting at 9 PM Free domestic long distance Free domestic roaming off network
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Roaming off network outside the US = 50 cents p/min Activation Fee = $35 Early Cancellation fee - $200
1,000
$
59.99
$
0.06
$
0.40
Unlimited nights and weekends starting at 9 PM Free domestic long distance Free domestic roaming off network Roaming off network outside the US = 50 cents p/min Activation Fee = $35 Early Cancellation fee - $200
1,500
$
79.99
$
0.05
$
0.35
Unlimited nights and weekends starting at 9 PM Free domestic long distance Free domestic roaming off network Roaming off network outside the US = 50 cents p/min Activation Fee = $35 Early Cancellation fee - $200
2,000
$
99.99
$
0.05
$
0.30
Unlimited nights and weekends starting at 9 PM Free domestic long distance Free domestic roaming off network Roaming off network outside the US = 50 cents p/min Activation Fee = $35 Early Cancellation fee - $200
2,500
$
119.99
$
0.05
$
0.30
Unlimited nights and weekends starting at 9 PM Free domestic long distance Free domestic roaming off network Roaming off network outside the US = 50 cents p/min Activation Fee = $35 Early Cancellation fee - $200
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3,000 $ 139.99 $ 0.05 $ 0.30 Unlimited nights and weekends starting at 9 PM Free domestic long distance Free domestic roaming off network Roaming off network outside the US = 50 cents p/min Activation Fee = $35 Early Cancellation fee - $200
Unlimited
$
199.99
N/A
$
-
Unlimited nights and weekends starting at 9 PM Free domestic long distance Free domestic roaming off network Roaming off network outside the US = 50 cents p/min Activation Fee = $35 Early Cancellation fee - $200
Message & More All Message & More plans Include (free): Caller ID Domestic Long Distance Picture Mail Three Way calling Three way calling Two Way text messaging flat rate Qwest Wireless Mobile to Qwest Mobile
Minutes 500 $
Cost 59.99 $
Cost P/Min. 0.12 $
Overage p/Min. 0.40
Includes: Unlimited nights and weekends starting at 9 PM Free domestic long distance Free domestic roaming off network Roaming off network outside the US = 50 cents p/min Activation Fee = $35 Early Cancellation fee - $200
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Minutes 750 $ Cost 69.99 $ Cost P/Min. 0.09 $ Overage p/Min. 0.40 Includes: Unlimited nights and weekends starting at 9 PM Free domestic long distance Free domestic roaming off network Roaming off network outside the US = 50 cents p/min Activation Fee = $35 Early Cancellation fee - $200
1,000
$
79.99
$
0.08
$
0.40
Unlimited nights and weekends starting at 9 PM Free domestic long distance Free domestic roaming off network Roaming off network outside the US = 50 cents p/min Activation Fee = $35 Early Cancellation fee - $200
1,500
$
99.99
$
0.07
$
0.35
Unlimited nights and weekends starting at 9 PM Free domestic long distance Free domestic roaming off network Roaming off network outside the US = 50 cents p/min Activation Fee = $35 Early Cancellation fee - $200
2,000
$
119.99
$
0.06
$
0.30
Unlimited nights and weekends starting at 9 PM Free domestic long distance Free domestic roaming off network Roaming off network outside the US = 50 cents p/min Activation Fee = $35 Early Cancellation fee - $200
2,500
$
139.99
$
0.06
$
0.30
Unlimited nights and weekends starting at 9 PM Free domestic long distance Free domestic roaming off network
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Roaming off network outside the US = 50 cents p/min Activation Fee = $35 Early Cancellation fee - $200
3,000
$
159.99
$
0.05
$
0.30
Unlimited nights and weekends starting at 9 PM Free domestic long distance Free domestic roaming off network Roaming off network outside the US = 50 cents p/min Activation Fee = $35 Early Cancellation fee - $200
Unlimited
$
219.99
N/A
$
-
Unlimited nights and weekends starting at 9 PM Free domestic long distance Free domestic roaming off network Roaming off network outside the US = 50 cents p/min Activation Fee = $35 Early Cancellation fee - $200
Available Phones Type Music GPS Basic PDA/Smartphone Total Number 1 7 4 3 15 Price Range 0.00 - 249.99
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Qwest Coverage Maps
Figure 2: Qwest Coverage Maps
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Sprint Voice & Data Plans
Table 7: Sprint Voice, Data, and Phone Selection
Plan Name Sprint Power Pack Plans Minutes 450 900 1,350 2,000 $ $ $ $ Cost 39.99 59.99 79.99 99.99 $ $ $ $ Cost P/Min. 0.09 0.07 0.06 0.05 $ $ $ $ Overage p/Min. 0.45 0.40 0.35 0.25 Includes: Unlimited Sprint Mobile to Mobile Unlimited Nights & Weekends starting at 7 PM Domestic Long Distance
Sprint Power Pack Plans w/ Direct Connect
450 900 1,350 2,000
$ $ $ $
39.99 59.99 79.99 99.99
$ $ $ $
0.09 0.07 0.06 0.05
$ $ $ $
0.45 0.40 0.35 0.25
Unlimited Nationwide Nextel Direct Connect Unlimited Sprint Mobile to Mobile Unlimited Nights & Weekends starting at 7 PM Domestic Long Distance
Power Pack Family Plans
550 700 1,400 2,100 3,000
$ $ $ $ $
59.99 69.99 89.99 109.99 149.99
$ $ $ $ $
0.11 0.10 0.06 0.05 0.05
$ $ $ $ $
0.45 0.45 0.40 0.35 0.25
Add up to 3 more lines for only 9.99 p/month p/line Unlimited Sprint Mobile to Mobile Unlimited Nights & Weekends starting at 7 PM Domestic Long Distance
Power Pack Family Plans w/ Direct Connect
700 1,400 2,100 3,000
$ $ $ $
69.99 89.99 109.99 149.99
$ $ $ $
0.10 0.06 0.05 0.05
$ $ $ $
0.45 0.40 0.35 0.25
Unlimited Nationwide Nextel Direct Connect Add up to 3 more lines for only 9.99 p/month p/line Unlimited Sprint Mobile to Mobile Unlimited Nights & Weekends starting at 7 PM Domestic Long Distance Unlimited Mobile to Mobile calling charged per line
Free Incoming Plans
300
$
49.99
$
0.17
$
0.45
Unlimited Sprint Mobile to Mobile
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500 800 1,000 $ $ $ 59.99 79.99 99.99 $ $ $ 0.12 0.10 0.10 $ $ $ 0.45 0.45 0.45 Unlimited Nights & Weekends starting at 9 PM Domestic Long Distance
Free Incoming Plans w/ Direct Connect
300 500 800 1,000
$ $ $ $
49.99 59.99 79.99 99.99
$ $ $ $
0.17 0.12 0.10 0.10
$ $ $ $
0.45 0.45 0.45 0.45
Unlimited Nationwide Nextel Direct Connect Unlimited Sprint Mobile to Mobile Unlimited Nights & Weekends starting at 9 PM Domestic Long Distance
Basic Plan
200
$
29.99
$
0.15
$
0.45
Unlimited Sprint Mobile to Mobile Unlimited Nights & Weekends starting at 9 PM Domestic Long Distance
Basic Plan w/ Direct Connect
200
$
29.99
$
0.15
$
0.45
Unlimited Nights & Weekends starting at 9 PM Domestic Long Distance 20 cents p/min for Direct Connect calls + !5 cents p/minute p/participant
Type of Phone Basic Phones TV & Music Direct Connect PDA/Smartphone GPS Total
How Many 7 12 15 12 3 49
Price Range 0.00 - 99.99 0.00 - 249.99 0.00 - 349.99 49.99 - 199.99 0.00 - 29.99
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Sprint Coverage Maps
Figure 3: Sprint Coverage Maps
Page | 26
TMobile Voice & Data Plans
Table 8: T?Mobile Voice, Data, and Phone Selection
All Voice plans Include (free) Call Forwarding Call Hold Call Waiting Caller ID Voice Mail Conference Calling
Plan Name myFaves 300 myFaves 600 myFaves 1000 myFaves 1500 myFaves 2500 myFaves 5000
Minutes 300 600 1,000 1,500 2,500 5,000 $ $ $ $ $ $
Cost 39.99 49.99 59.99 69.99 109.99 139.99 $ $ $ $ $ $
Cost P/Min. 0.13 0.08 0.06 0.05 0.04 0.03 $ $ $ $ $ $
Overage p/Min. 0.40 0.40 0.40 0.40 0.40 0.40 Unlimited Nights and Weekends Unlimited myFaves minutes
Includes:
Individual Basic
300
$
29.99
$
0.10
$
0.40
Unlimited weekend minutes
Individual + Promo Individual Max Individual Unlimited
1,000 1,500 Unlimited
$ $ $
39.99 59.99 99.99
$ $ N/A
0.04 0.04
$ $ $
0.40 0.40 -
Unlimited nights and weekends
Seattle Regional
3,000
$
49.99
$
0.02
$
0.35
Region is Washington and Oregon Regional Whenever Minutes Calls made to outside the region incur long distance charges Call made from outside the region incur roaming and long distance charges
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Text Messaging 400 Messages 1000 Messages Unlimited 400 1,000 Unlimited $ $ $ 4.99 9.99 14.99 $ $ N/A 0.01 0.01 $ $ $ 0.15 0.15 -
Smartphone Total Internet Email only Unlimited Unlimited $ $ 19.99 9.99
Phones Basic Music PDA/Smartphone Wi-Fi & Mobile Instant Message/Net Sidekick Total 7 13 11 3 10 4 48
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TMobile Coverage Maps
Figure 4: T?Mobile Coverage Maps
Verizon Voice & Data Plans
Table 9: Verizon Voice, Data, and Phone Selection
Nationwide Phone and email Monthly Min. 450 900 1350 2000 4000 6000 $ $ $ $ $ $ Cost 79.99 99.99 109.99 129.99 169.99 219.99 $ $ $ $ $ $ Cost P/Min. 0.18 0.11 0.08 0.06 0.04 0.04 $ $ $ $ $ $ Overage p/Min. 0.45 0.40 0.35 0.25 0.25 0.20 Data Access for email Unlimited IN Calling Unlimited Nights and Weekends 3way calling Voice Mail Caller ID/Call Block No Domestic Roaming or Long Distance charges Call forwarding Includes:
Page | 29
Call Waiting New every two (new phone every two years) Text Messaging ($0.15 for sent/received texts)
Nationwide Emailing & Messaging Monthly Min. 450 900 1350 2000 4000 6000 $ $ $ $ $ $ Cost 99.99 119.99 129.99 149.99 189.99 239.99 $ $ $ $ $ $ Cost P/Min. 0.22 0.13 0.10 0.07 0.05 0.04 $ $ $ $ $ $ Overage p/Min. 0.45 0.40 0.35 0.25 0.25 0.20 Data Access for email Unlimited Text, picture, Video, and Instant Messaging 3way calling Voice Mail Caller ID/Call Block No Domestic Roaming or Long Distance charges Call forwarding Call Waiting New every two (new phone every two years) Includes:
Voice Plans Basic Plan Monthly Min. 450 900 1350 2000 4000 6000 $ $ $ $ $ $ Cost 39.99 59.99 79.99 99.90 149.99 199.99 $ $ $ $ $ $ Cost P/Min. 0.09 0.07 0.06 0.05 0.04 0.03 $ $ $ $ $ $ Overage p/Min. 0.45 0.40 0.35 0.25 0.25 0.20 Access to Mobile Web 2.0 Unlimited nights and weekends unlimited national IN calling 3way calling Voice Mail Caller ID No Domestic Roaming or Long Distance charges Nationwide Select Plans Monthly Min. 450 900 $ $ Cost 59.99 79.99 $ $ Cost P/Min. 0.13 0.09 $ $ Overage p/Min. 0.45 0.40 Includes: Unlimited Text, Picture, Video & Instant Messaging Access to Mobile Web 2.0 Includes:
Page | 30
1350 2000 4000 6000 $ $ $ $ 99.99 119.99 169.99 219.99 $ $ $ $ 0.07 0.06 0.04 0.04 $ $ $ $ 0.35 0.25 0.25 0.20 Unlimited nights and weekends unlimited national IN calling 3way calling Voice Mail Caller ID No Domestic Roaming or Long Distance charges Nationwide Premium Monthly Min. 450 900 1350 2000 4000 6000 $ $ $ $ $ $ Cost 79.99 99.99 119.99 139.99 189.99 239.99 $ $ $ $ $ $ Cost P/Min. 0.18 0.11 0.09 0.07 0.05 0.04 $ $ $ $ $ $ Overage p/Min. 0.45 0.40 0.35 0.25 0.25 0.20 Includes: Unlimited Text, Picture, Video & Instant Messaging Mobile email vcast vpack VZ Navigator Access to Mobile Web 2.0 Unlimited nights and weekends unlimited national IN calling Monthly Min. Cost Cost P/Min. Overage p/Min. 3way calling Voice Mail Caller ID No Domestic Roaming or Long Distance charges Includes:
Smartphone Motorola Q Verizon PN 820 Motorola Moto Q Verizon SMT 5800 Palm Treo 700P Palm Treo 700p w/o Camera Palm Treo 755P Samsung SCH-i760 Palm Treo 700wx $ $ $ $ $ $ $ $ $
Cost w/ Agreement 249.99 249.99 249.99 349.99 399.99 399.99 399.99 449.99 499.99
Online discount $ $ $ $ $ $ $ $ $ 100.00 100.00 100.00 100.00 100.00 100.00 100.00 100.00 100.00
Your Price $ $ $ $ $ $ $ $ $ 149.99 149.99 149.99 249.99 299.99 299.99 299.99 349.99 399.99
OS Windows Windows Windows Windows Palm Palm Palm Windows Windows
QWERTY? Yes No Yes Yes Yes Yes Yes Yes Yes
Touch Screen No No No No Yes Yes Yes No Yes
Camera Yes Yes Yes Yes Yes No Yes Yes Yes
Bluetooth Yes Yes Yes Yes Yes Yes Yes Yes Yes
Style handheld flip handheld Slide handheld handheld handheld Slide handheld
Page | 31
Verizon xv6800 $ 499.99 $ 100.00 $ 399.99 Windows Yes Yes Yes Yes Slide
Basic Phones Samsung SCH-u340 Motorola W385 Samsung SCH-u410 Motorola RAZR V3m Motorola MOTOKRZR K1m Verizon Wireless CDM 8905 LG VX5400 Verizon Wireless Coupe™ LG VX8350 Samsung SCH-u540 LG enV™ Samsung Juke Samsung SCH-u620 Verizon Wireless G'zOne Type-S Samsung Gleam™ LG Chocolate LG VX9400 Motorola MOTORAZR maxx Ve Samsung FlipShot LG VX8700 Motorola MOTORIZR Z6tv Motorola MOTO™ Z6c World Edition LG VENUS Motorola MOTORAZR² V9m LG Voyager™ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $
Cost w/ Agreement 29.99 119.99 99.99 99.99 119.99 19.99 79.99 39.99 99.99 119.99 129.99 129.99 149.99 149.99 149.99 179.99 199.99 199.99 199.99 229.99 229.99 229.99 249.99 299.99 349.99
Online discount $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ 29.99 119.99 99.99 90.00 100.00 50.00 50.00 50.00 50.00 50.00 50.00 50.00 50.00 50.00 50.00 50.00 50.00 50.00 50.00 50.00 50.00 50.00 50.00
Your Price Free Free Free $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ 9.99 19.99 19.99 29.99 39.99 49.99 69.99 79.99 79.99 99.99 99.99 99.99 129.99 149.99 149.99 149.99 179.99 179.99 179.99 199.99 249.99 299.99
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Verizon Coverage Maps
Figure 5: Verizon Coverage Maps
Virgin Mobile Voice & Data Plans
Table 10: Virgin Voice, Data, and Phone Selection
All Voice plans Include (free) No Annual Contracts Roll Forward Minutes Change plans as your needs change
Page | 33
Plan Name Monthly Plans Minutes 200 300 400 600 1000 Add text messaging $ $ $ $ $ Cost 24.99 34.99 49.99 59.99 99.99 $ $ $ $ $ Cost P/Min. 0.12 0.12 0.12 0.10 0.10 $ $ $ $ $ Overage p/Min. 0.20 0.20 0.20 0.20 0.20 Includes: 500 Nights & Weekends 1000 Nights and weekends Unlimited nights and weekend Unlimited nights and weekend Unlimited nights and weekend
$5 p/month for 1000 or $10 p/month for unlimited
Pay as you Go
200 400 1000
$ $ $
20.00 30.00 50.00
$ $ $
0.10 0.08 0.05
Add Txt Messaging
$5 p/month for 200; $10 p/Month for 1000; $20 p/month unlimited
Phones email/network music basic 1 1 9 99.99 49.99 9.99 - 34.99
Page | 34
Virgin Mobile Coverage Maps
Figure 6: Virgin Mobile Coverage Maps
Page | 35
Interview Responses
Table 11: Interview Questions and Responses
Julie
Maureen
Barb AT&T – chose them as that was corporate choice with employee discount.
Ryan
Danny
Giana (AT&T)
Giana (T-Mobile)
Jenna
What company are you currently with?
Verizon
AT&T
AT&T
T-Mobile
AT&T
T-Mobile
AT&T
How long have you been with them? What type of phone do you have? Regular Phone, Windows Mobile, Smartphone, Other? From 1 to 10 (1 being bad) how do you rate their customer service over the phone? From 1 to 10 (1 being bad) how do you rate their customer service in the store?
3 years
2 years
forever
About 4 years currently but had them in high school as well for about 2 years.
5 years
2 years
7 years
2 years
Blackberry
Smartphone
blackberry
Regular Phone
blackberry 8100
Smartphone
free phone
Smartphone Blackjack II
3
9
8
8
8
5
8
4
9
10
9
9
8
Page | 36
Comments on customer service:
I have only called them once and it sucked
I have to work w/T-Mobile for my mgr and the difference in how they treat customers compared to AT&T is always noticeable. They are difficult; AT&T really tries to work with you, and they do.
Helpful but not over the top – not a differentiator but my needs are basic. Surprised when I ordered my BB that they didn’t discuss an up-sell opportunity to add the chip to surf the browser faster
When I had them in high school they were great, when they switched to Cingular they sucked. However once I joined the ______discount plans, the Business Customer Service that I get routed to is nothing but helpful. With the new branding of AT&T customer service has gone up again as well. 8
good overall service via telephone
AT & T has always been extraordinary when I go in person. Very helpful
Much easier to get questions answered in store. Phone is impossible and I’m constantly stuck with hard sell for services I don’t need.
From 1 to 10 (1 being bad) how do you rate their signal/connection?
10 As good as it gets wherever we travel. I always have better service than my husband has (with AT&T)
9
8
7
7
7
7
Comments on signal strength:
I rarely have a problem with AT&T
see above
I’ve had 3 services while I’ve lived in Seattle and I’ve went back to AT&T/Cingular every time.
7-8 decent usually. My work office has little reception though (just a single bar)
Never service on hills
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From 1 to 10 (1 being bad) how do
5 8 7 7 8 5 5 4
Page | 38
you rate their pricing and plans? From 1 to 10 (1 being bad) how do you rate their phone selection?
1
7 I wish I liked Sprint—they seem to have the phone(s) I’d rather have.
10
7
8
7
7
8
Comments?
Generally good coverage with good customer service
So so. Hate the contracts to get an upgrade.
Who was your previous cell phone provider? How long were you with them?
T-Mobile 3 years I had a cheap deal due to my employment with Western Wireless. Left tmobile when I left Western as the plans and service sucked.
T-Mobile 2 years
N/A N/A
Verizon about 3 years
Sprint PCS 2 years
Verizon 2
Sprint 4 years
Why did you leave?
better plan and phone choices
N/A
signal sucked in the Seattle area
better phone and plan
poor customer service, poor signal, very expensive
Rollover minutes with AT&T & free weekends
What type of phone do you have? Regular Phone, Windows Mobile, Smartphone, Other? From 1 to 10 (1 being bad) how do you rate their customer service over the phone? From 1 to 10 (1 being bad) how do you rate their
regular & blackberry
regular
N/A
regular phone
Sony Ericson regular phone
regular phone
Regular phone
2
6
N/A
10
7
2
5
3
never been
N/A
7
don't know
2
8
Page | 39
customer service in the store? When I had Verizon, their customer service over the phone was excellent. Probably the best I’ve had. 7 When I lived in Brush Prairie it was the only cell service that got signal in the area, it also did great in Pittsburgh and while I drove across country. I moved to Seattle and I would walk by a shrub and the signal would cut out. 5
Comments on customer service:
Awful. Really awful
they're just plain not customer oriented
N/A
decent
Always have more luck in store.
From 1 to 10 (1 being bad) how do you rate their signal/connection?
2
7
N/A
8 good
1
5
Comments on signal strength:
dropped calls all the time
had more problems with locations and signal strength (in WA and CA)
N/A
8 good
Poor connection in my apartment
From 1 to 10 (1 being bad) how do you rate their pricing and plans? From 1 to 10 (1 being bad) how do you rate their phone selection? Comments?
5
8
N/A
7 more expansive than T-Mobile
1
8
5
8
N/A
5
7 decent Left for TMobile because of phone/plan
2
8 Prior to the days and rates of smart phone
N/A
Page | 40
combo service. Cell phone was much more affordable.
Budget
Table 12: Project Budget
Item Research Writing/Compiling Data Travel/Mileage Supplies
Details 10 hrs. @ $30 p/hour 15 hrs. @ $30 p/hour 70 miles @ $0.45 p/mile Paper, Printing, Copies Total
$ $ $ $ $
Budget 300.00 450.00 31.50 45.00 826.50
$ $ $ $ $
Actual 210.00 450.00 40.00 700.00
Variance $ 90.00 $ $ 31.50 $ 5.00 $ 126.50
Task Schedule
Table 13: Task Schedule
Milestone Proposal Progress Report Data Report Presentation Final Report
Delivery Date Completed January 10, 2008 ?? January 31, 2008 ?? February 26, 2008 ?? March 11, 2008 ?? March 18, 2008 ??
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