“Market Survey

And

Lead Generation”

In

Partial fulfillment of

Master of Business Administration

Of UPTU at

IIMS, Meerut.

Submitted to Submitted by
Mr. Deepak Mehrotra Priyanka Sharma
Assistant Manager MBA 2ndsemester
Bharti Airtel Broadband Indian Institute
and Telephone Services of Informatics
and Management
Sciences.

1
“Arise, Awake and not stop
till the goal is achieved”

2
 “THE WOODS ARE LOVELY, DARK & DEEP
BUT I HAVE PROMOSED TO KEEP,
AND MILES TO GO BEFORE I SLEEP”

Progress is a continuous process. It is relative and absolute. We can not

stop at a certain destination and declare that target has been achieved and we
need not to go further.
In this new are all the countries & their companies are trying their best
to improve economic growth. This trend has created a very complex &
competitive environment in the field of business, trend & win the race a new
system of management is much needed. To fulfill this need a new field of
modern science has developed very fast i.e. Master of Business
Management. In this curriculum there are several phases, which have to be
covered & compelled properly.

I was privileged enough to join “BHARTI AIRTEL Ltd., Meerut” as a

summer trainee.

At the completion of the second semester of MBA we got opportunity to

provide them particular knowledge about each and every aspect of market. It
is important because it provides the students about the practical knowledge
of the field, which is very essential beside the theoretical knowledge.

The experience that I have gathered during this period has certainly
provided me with an orientation which, I believe, will help me to shoulder
my assignment successfully in near future. During this period, I have
collected all the pertinent information of “Market Survey and Lead
Generation for Bharti Airtel Broadband and Telephone Services”
through primary and secondary data.

On the basis of my training program, I have burnt my midnight oil so

that no stone will remain unturned. However to cover the detailed
information in such a short period was not possible. Despite the inherent
shortcomings of the study, a genuine attempt was made on my part see that
the study was carried out in the right respective.

3
4
First of all I would like to thank the almighty for his blessing that helped me
to achieve everything I had wished for till now.

I am thankful to authority of Bharti Airtel limited for providing me an

opportunity to work with them. Mr. Deepak Mehrotra and Mr. Vishal
Chaudhary boost up my morale in the completion of my work. The support
provided to me during my project was overwhelming and environment was
conducive to work.

With a deep sense of reverence, I would like to express my whole

hearted thanks and deep gratitude to my parents who have always been a
source of inspiration of me. There everlasting cooperation smiling affection
inspired me to zeinith to what I am today.

I am also very thankful to my brother and teachers Pulak Sharma, Mr.

Bisaria who had been very candid and helpful.
I express my sincere thanks to all respondents who filled up the
questionnaire because of them only this report has been made possible.
Many other who have been associated with work directly or indirectly,
all have my sincere thanks.
I was on cloud nine after the completion of my work.

The greatest achievements of the fact, that

“ONE WHO PREACHES THE GOAL WIN THE GAME”

5
6
 Contents

Title Page 1
Preface 3
Acknowledgement 5
9 to
Telecom History 10
11 to
Bharti Enterprises 13
Companies of Bharti
Enterprises 14-16
Bharti Airtel 17-21
Fixed Line Services 23
Broadband and
Telephone Services 24-25
Self Care Services 26-27
DSL 28-30
Working of Network 31-35
Board of Directors and
Partners 36-38
Sunil Bharti Mittal 40-42
Plans 43-51
Uttar Pradesh 53-58
Meerut 60-61
Objectives of Study 64
Research Methodology 66-69
Data Analysis 71-81
Limitations 84
Major Findings 86
Conclusions 88
Recommendations 90-91
SWOT Analysis 92-94
Questionnaire 1 95-96
Questionnaire 2 97-98
Bibliography 99

7
8
Important discoveries

1842: Wireless by conduction

1843: Early electromagnetic research, wireless by induction
1865: Induction and Dr. Loomis

Early radio discoveries

1879: D.E. Hughes and the first radio-telephone reception

1880: The photo phone and the first voice radio-telephone call
1880 - 1900: Radio development begins in earnest
1910: The first car-telephone
1924: The first car-mounted radio-telephone
1937: Early conventional radio-telephone development
The modern era begins

1946: The first commercial American radio-telephone service

1947: Cellular systems first discussed
1948: The first automatic radio telephone service
1969: The first cellular radio system
1973: The Father of the cell phone
1978: First generation analog cellular systems begin
1980: Growth of Japanese cellular development
1981: NMT -- the first multinational cellular system
1982: The rise of GSM
1990: North America goes digital: IS-54
1992 : Telecommunication sector in India liberalized. Private sector
allowed participating
1993: The telecom industry gets an annual foreign investment Rs
20.6 million
1994: The government of India granted License for the Metropolitan
cites of Delhi, Mumbai, Kolkata and Chennai. Cellular mobile
service to be duopoly, under a fixed license fee regime for 10
years.
1995: 19 more telecom circles get mobile licenses
1995: Kolkata became the first metro to have a cellular network
1997: Telecom Regulatory Authority of India is set up
1998: Annual foreign investment in telecom stands at Rs 17,756.4
million.

9
1999: FDI inflow into telecom sector falls by almost 90% to Rs.
2126.7 million
1999: Tariff rebalancing exercise gets initiated
1999: National Telecom Policy is announced.
2000: FDI inflow drops further down to Rs 918 million coming
2000: Amendment of TRAI Act.

10
11
BHARTI ENTERPRISES – AN OVERVIEW

Bharti Enterprises has been at the forefront of the Indian

telecommunications industry with its world-class products
and services.

Established in 1985, Bharti has been a pioneering force in

the telecom sector with many firsts and innovations to its
credit, ranging from being the first mobile service in Delhi,
first private basic telephone service provider in the country,
first Indian company to provide comprehensive telecom
services outside India in Seychelles and first private sector
service provider to launch National & International Long
Distance Services in India.

th
2001 P o st 4 E x is t in g
1999 P r e - 4 t h L ic e n s e Lice n se Lice n se A re a

12
The Company has also implemented a submarine cable
project connecting Chennai-Singapore for providing
international bandwidth. Using this infrastructure we are the
only private telecommunications company that is able to
supply IPLC (dedicated bandwidth to International
destinations) solutions for Indian companies. Bharti
Enterprises also manufactures and exports telephone
terminals and cordless phones. Apart from being the largest
manufacturer of telephone instruments, it is also the first
telecom company to export its products to the USA.

SEA-ME-WE 4 Submarine Cable System

Geographical Map

Marseille
Anna
ba
Palermo

Bize
rte Alexandria
Cairo Su
ez
Karac Cox’s
Jeddah hi Bazaar
Fujairah Mumbai
Chenna
Satun
INDIA

OCEA
Melaka

Colomb Tuas

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Following companies are the part of Bharti Enterprises

Bharti Tele Tech Ltd

Bharti TeleTech Ltd manufactures and exports world-class
telecom equipment under the brand 'Beetel'. Bharti Tele Tech
Ltd. is a part of Bharti Enterprise (www.bharti.com), India’s
largest private sector telecom conglomerate.

Telecom Seychelles Ltd

Telecom Seychelles Ltd provides telecom services in
Seychelles, under the brand 'Airtel'.

Bharti Telesoft Ltd

Bharti Telesoft was formed in 1999 to provide value added
services and solutions to wireless and wire line carriers
worldwide. In just 6 years, Bharti Telesoft has grown rapidly,
and to date has deployed products and solutions in 25
countries to over 100 networks, enabling service provision to
over 150 million customers across 5 continents. Bharti
Telesoft Ltd delivers best-in-class, revenue-critical VAS
products and services to telecom carriers.
Bharti Telesoft's strong domain knowledge enables it to
understand customer requirements and provide off-the-shelf
products and customized solutions based on a
comprehensive portfolio of core products and service
modules. Bharti Telesoft's product suites enable service
providers to offer differentiated services, reduce customer
churn, increase Average Revenue per User (ARPU) and assist
operators in generating significant sustainable new revenue
streams.

14
Tele Tech Services (India) Ltd.
TeleTech Services (India) Ltd is joint venture with TeleTech
Inc., USA. It offers a range of Customer Management
Services. . TeleTech Services (India) Ltd., commonly known
TeleTech India is a joint venture of TeleTech Holdings Inc.
(www.teletech.com), world’s leading full-service provider of
business process outsourcing.

Field Fresh Foods Pvt Ltd.

Field Fresh Foods Pvt Ltd is Bharti's venture with
EL Rothschild Group owned ELRO Holdings India Ltd., to
export fresh Agri products exclusively to markets in Europe
and USA. Field Fresh Foods (P) Ltd was incorporated in the
Year 2004, with a vision to “Link Indian Fields to the World”,
by making India a global food basket.
The company is engaged in providing premium quality fresh
produce to the markets worldwide and promotes world-class
standards for agricultural practices, progressive farming
techniques & identification and adoption of appropriate
technologies.

Bharti Airtel Ltd

Bharti Airtel provides a range of telecom services which

include mobile services, broadband & telephone (fixed line)
services, National and International long distance services
and VSAT, Internet services and network solutions. Bharti
Airtel Limited is one of India’s leading private sector
providers of telecommunications services.

15
Bharti Retail Pvt Ltd.
Bharti Retail Pvt Ltd. is a 100% subsidiary of Bharti
Enterprises. Bharti Retail will serve all regular shopping
requirements of an average Indian household offering
affordable prices, great quality & wider choice. Bharti Retail
is looking at launching its retail outlets in multiple consumer
friendly formats in several cities across India.

16
17
About Bharti Airtel Ltd.

Bharti Airtel Limited is one of India’s leading private sector

providers of telecommunications services with an aggregate
of over 23.29 million customers as of end of May ‘06,
consisting of more than 21.86 million mobile customers.

The Company was the first private operator to provide

mobile services in all the 23 circles in India. The Company
also provides telephone services and Internet access over
DSL in 15 circles. The Company complements its mobile,
broadband & telephone services with national and
international long distance services.

The Company also has a submarine cable landing station at

Chennai, which connects the submarine cable connecting
Chennai and Singapore. The Company is a part of the
consortium, which jointly owns and has developed the next
generation undersea cable system SEA-ME-WE-4. The
Company provides reliable end-to-end data and enterprise
services to the corporate customers by leveraging its
nationwide fiber optic backbone, last mile connectivity in
fixed-line and mobile circles, VSATs, ISP and international
bandwidth access through the gateways and landing station.

Bharti Enterprises has successfully focused its strategy on

telecom while straddling diverse fields of business. From the
creation of 'Airtel', one of India's finest brands, to becoming
the largest manufacturer and exporter of world class telecom
terminals under its 'Beetel' brand, Bharti has created a
significant position for itself in the global telecommunications
sector. Bharti Airtel Limited is today acknowledged as one of
India's finest companies, and its flagship brand 'Airtel', has

18
over 23 million customers across the length and breadth of
India.

While a joint venture with TeleTech Inc., USA marked Bharti’s

successful foray into the Customer Management Services
business, Bharti Enterprises’ dynamic diversification has
continued with the company venturing into telecom software
development. Recently, Bharti has successfully launched an
international venture with EL Rothschild Group owned ELRO
Holdings India Ltd., to export fresh Agri products exclusively
to markets in Europe and USA.

Business Description
Bharti Airtel provides a range of telecom services which
include mobile services, broadband & telephone (fixed line)
services, National and International long distance services
and VSAT, Internet services and network solutions. Airtel has
over one million fixed line voice, data and broadband
customers and operates India's first and largest private fixed
line network.

Established
July 07, 1995 as a Public Limited Company.

Proportionate Revenue
Rs. 117,255 million (year ended March 31, 2006 Un-audited)
Rs. 81,558 million (year ended March 31, 2005-Audited).

Vision
By 2010 Airtel will be the most admired brand in India:
• Loved by more customers

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 • Targeted by top talent
• Benchmarked by more business
• First private telecommunications company to
launch long distance services.

Bharti Tele-Ventures is one of India’s leading private sector

providers of telecommunication services based on an
aggregate of 19,740,320 customers as of February 28, 2006,
consisting of 18,450,074 GSM mobile and 1,290,246
broadband & telephone customers.

The company is a part of Bharti Enterprises, and is India's

leading provider of telecommunications services. The
businesses at Bharti Airtel have been structured into three
individual strategic business units (SBU’s)
• Mobile services,
• Broadband & telephone services (B&T) &
• Enterprise services.

The mobile services group provides GSM mobile services

across India in 23 telecom circles, while the B&T business
group provides broadband & telephone services in 90 cities.
The Enterprise services group has two sub-units carriers
(long distance services) and services to corporate. All these
services are provided under the Airtel brand.

Apart from being the largest manufacturer of telephone

instruments in India, it is also the first company to export its
products to the U.S.A. It has over 21 million satisfied
customers.

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THE BRAND
The Airtel visual identity has different elements that work together to
create a strong and consistent identity for the brand. The most
important of these are:
The Airtel Logo

The Airtel logo is a strong, contemporary and confident symbol for a

brand that is always ahead of the rest. It is a specially drawn word
mark.

The Airtel Image style

It incorporates two solid, red rectangular forms whose counter form
creates an open doorway.

The Airtel Typographical style

The title case lettering with its capital 'A' was deliberately chosen to
reinforce the brand's leadership position. The red dot on the
letterform 'I' cues Airtel's focus on innovation. The words 'Express
Yourself' are very much part of the brand identity.

The Airtel Colour Palette

The lettering is grey so that the pure black of Airtel is visually
unharmed.

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Service Areas
Delhi (Metro), Mumbai (Metro), Kolkata (Metro), Chennai
(Metro), Andhra Pradesh, Assam, Bihar, Gujarat, Haryana,
Himachal Pradesh, Jammu & Kashmir, Kerala, Karnataka,
Madhya Pradesh, Maharashtra, North East, Orissa, Punjab,
Rajasthan, Tamil Nadu, Uttrakhand, Uttar Pradesh (W), West
Bengal.

22
Fixed Line Services
Bharti Airtel became the first private fixed line service
provider in India. It is now promoted under the brand
“Airtel”. Fixed Line Phones are based on DSL Technology.
Airtel has subsequently started providing fixed line services
in the four circles of Delhi, Haryana, Madhya Pradesh,
Karnataka, Tamil Nadu and U.P. (West).

Airtel Enterprises Services believes that these circles have

high Telecommunications potential, especially for carrying
Voice and Data traffic. These circles were strategically
selected so as to provide synergies with Airtel’s long
Distance network and Airtel’s extensive mobile network.

Here are the few reasons why one should switch to

Airtel Data Services.

Single-Click
Airtel Data Services ensures fast connectivity.

Dedicated Bandwidth
Speed upto 128 Kbps, making it even faster than an ISDN
connection and definitely speedier than a Dial-up.

Surf while you talk

No more missed calls or blocked telephone lines while using
the internet.

Robust Installation

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Underground cables guarantee a protected and wholly
dependable connection.

Affordable Tariff Plans

All these features at absolutely costs lower than a Dial-up.

The Brand Edge

The promise of putting the customer first and delivering the
latest and the best in telecommunication.

24x7 Customer Support

Airtel Data Services customer support executive is just an
email or a phone call away.

Airtel Broadband and Telephone services

Airtel’s high speed optic fiber network spans 35000 kms

covering almost all the major cities in the country. The
network is configured in multiple “self-healing” rings to
ensure error free service. In addition, the flexible IP/ATM
layer, built on an optical core allows rapid service delivery
time frames and highly customized solutions to meet diverse
requirements.

Features of Airtel Broadband

• All speed- no breakers

Airtel Data Services offers a dedicated bandwidth
with speed of upto 512 Kbps available at a single
click and supported by a superior technology
infrastructure.

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 Large data files can be attached, downloaded,
uploaded and exchanged at amazingly unbelievable
speeds.

• Scaling new heights

Airtel data services offer a wide range of tariff plan
packages, with the flexibility to scale up the
connections as the needs and business grow. The
ease of upgradation and the price performance
value make business sense. Superior server
technology and a dedicated port provide total
security storage to data and information exchange
through the internet.

• Cost-effective- Added benefits, lower costs

Two built-in static IP addresses to facilitate
scalability. Avail of an easy to install, state-of-the-
art WiFi wireless access solution, configured with
Airtel Data Services connection. This allows wireless
mobility within the premises.

• Round the clock customer care

Just to ensure that there are no hurdles to the
business, not even minor technical snags.

25
Airtel offers a bouquet of self care services

Single Login ID
All Airtel numbers (Telephone, broadband and mobile) can
be registered in one My Airtel user ID and manage them by
a single login.

Easy Registration
Simply log onto www.airtel.in and click on the ‘Register Link’.
Now fill the My Airtel Registration Form and click on the
‘submit’ button.
Once the details of an individual have been submitted the
password is sent through SMS or E-mail on the registered
mobile number/E-mail ID.
Now an individual is ready to start viewing My Airtel.

Online Viewing of Bill

Through My Airtel one can view his/her last 12 bills.

Classification of Calls as Personal and Official

Call details can be viewed and can be classified made by
him/her into personal and official.

Bills by E-mail
An individual can update his/her profile on the website and
can specify his/her E-mail ID and willingness to receive bills
by E-mail.

Online payment of Bills

My Airtel also provides the facility to pay the bills online
through VISA/MASTER Cards.

Facility to Log Complaints and Requests Online

26
My Airtel provides a channel to register feedback about the
services, request for a new facility.

Free of Cost Service

Subscription to this service is available free of cost.

History of Digital Subscriber Line

Digital Subscriber Line Technology was developed by
Joe Lechleider at Bellcore (later named Telcordia
Technologies). The first type of DSL, ADCL
(Asymmetric Digital Subscriber Line) was created in
1988.

27
Digital Subscriber Line Technology

DSL also known as xDSL is a group of technologies that

provide data transmission through the wires of local phone
company. Previously DSL stood for Digital Subscriber Loop,
although now many have adopted the term Digital
Subscriber Line.

With a large variety if DSL services; theoretical downstream

speeds can range from 256KBIT/S to 24 MBIT/S
(24000KBIT/S), depending on various factors, such as line
quality, type of DSL and distance from provider.

Airtel Data Service is powered by DSL i.e. Digital Subscriber

Line technology. The Company also provides telephone
services and Internet access over DSL in 15 circles.

DSL provides blazing-fast, secure Internet access and can be

delivered to both homes and to businesses. Delivered right
through a regular telephone line data rates can vary from
128Kb to 8Mb per second depending on the type and cost of
the service.

DSL technology provides instant Internet and network

access at speeds up to 50 times faster than a 28.8Kbps
modem on a standard analog phone line. There are no Dial-
up delays, no busy signals. What used to take minutes or
hours to download will take just seconds or minutes.

With DSL Internet service graphics heavy files, large

documents, software, photos, E-mail attachments and more
instantly. And because DSL Internet Service sends data and

28
voice over the same line, you can talk on the phone while
you are online.

And most important it’s a service that you don’t have to dial
into. Just turn on your PC, open a browser, and you are
ready to surf (No more hearing those annoying beeps and
tones, then waiting to be connected. You are always
connected whenever you wish to!). Beyond Internet access,
DSL also has the ability to carry additional phone lines and
entertainment services using the same pair of wires.

Which one is better – DSL or Cable

According to Network and Security

The over all security of DSL is much stronger than cable due
to fact it’s a dedicated connection to the provider and is less
likely to get interference from threats. Although you are
never safe without the proper software or hardware to
protect your system.

According to Speed
DSL provides a dedicated connection, thus giving a much
more constant speed. Cable connection speeds will
constantly fluctuate depending on the amount of users on
the network.
DSL pros and cons

Pros
• With a ADSL service It’s possible to use DSL
service and the phone line for regular voice calls
at the same time.

29
 • The speed is much faster than a standard 56k
service.
• The company that offers DSL service, usually
provides the modem as a part of the installation.
• It’s easy to install our self.
• Cheaper than many other internet services.
• No sharing of network with the neighbours unlike
services such as cable.

Cons
• DSL connections speeds are dependant on how far
we are from the provider’s central office, the
closer we are, the faster is the connection.
• With ADSL the connection is faster for receiving
data, rather than sending it.
• The service is not always available everywhere.

30
How the network works

1 Km

1 Km

1 Km

About network
DLC (Digital Loop Carrier) is also known as RSU
(Remote Searching Unit).
One DLC is connected to another through optical
fiber. DLC is connected to pillars, pillar is connected
to sub-pillar and then sub-pillar are further connected
to DPs (Distribution Points) through copper wires.
DPs are greyish in colour.
After all this processing connections are provided
through DPs in the residential area as well as
wherever it is required.

31
The difference from one DLC to pillar is 1 km and the
distance from pillar to sub-pillar is also 1kms.DSL is
connected to another DSL (Digital Subscriber Line)
through optical fiber. BPH provides DSL connectivity.

Life of the Cable

Once the wiring is done there is no requirement of
replacing the wiring till 30 years.

The pairing capacity of one DLC is at least 500 to

700.One cable consist of 100 pairs of a single pillar.
Through sub-pillar different numbers of pairs which
passes are either 20, 30 or 50.

Augmentation
If a person require a new connection and the
capacity is full of that particular area, then the
capacity can be increased and then that person
will get a connection and will become a
consumer of Airtel. And this increment of the
capacity is known as “Augmentation”.

32
Basic DSL set-up

Typical DSL Installation

33
Often DSL companies a Do-it-yourself or installation at a fee.
Man y people are turned awa y b y the Do-it-Yourself package due
to the lack of technical kno wledge. Although it ’s easier than most
think, a standard DSL self installation kit consists of full
instructions to guide through the process.
Included in the package is, the appropriate cabling, DSL Modem
and adapter along with a CD that installs the needed soft ware on
the PC.

Comparison between Dial-up and DSL

During the project we found that many of the customers

were not aware of the Dial-Up and DSL Technology.
We have been asked so many times-What’s the big deal
about DSL? In order to clear the smoke screen we told them
the difference between a Dial-Up and DSL Technology.

S.No. ON the Basis Dial-Up DSL Technology

Limited speed of High speed

upto 56.6 Kbps internet speed of
made available upto 512 Kbps
1 Speed through a through wireless
telephone network broadband.
and modem.

Rs. 25-32 per Rs. 25-30 per

2 Cost hours. hours.

Limited speed Download time is

restricts download upto 10 times
time exposed cable faster.
3 Technology results in possibility Underground
of damage. cables eliminate

34
 damages due to
exposure.

Engaged telephone Telephone line is

4 Talk n Surf line while surfing free while surfing
on Dial-Up. on DSL.

Chances of Connectivity is
connectivity during available
peak hour are whenever needed.
remote. Drawback Easy to use, no
5 Connectivity include dialing, no
disconnection disconnection,
repeated dialing single click
and blocked connectivity.
telephone lines.

To download 5 Mb To download 5Mb

file Dial-Up 28 Kbps file Airtel
takes 25 minutes Broadband 128
6 Time and Dial-Up 56.6 Kbps takes 6
Kbps takes 12 minutes.
minutes.

35
Board of Directors
The group has been structured to create functional and
operational specialization with a linear vision of business
lines and functional areas.

Management Structure

The company is headed by Chairman and Group

Managing Director SUNIL BHARTI MITTAL, who is
assisted by two joint managing directors AKHIL GUPTA
and RAJAN BHARTI MITTAL. The company also has two
Presidents President Mobile Services and President Infotel
services; this responsibility includes Fixed-line, Long
Distance and Broadband Services.
The Presidents report to the Group Chairman and Managing
Director. The head of units and SBU’s report to the
respective business’s president.

36
An apex team of Corporate Directors has been constituted.
The Corporate Directors have supervisory and strategic
responsibilities for functional areas across business lines.
The Directors oversee functional areas including Business
Development, Human Resources, Marketing, Corporate
Communications, IT & Technology, Finance, Legal, Corporate
Affairs, Corporate Strategy & Planning and Supervisory
Director cum Chief Mentor-mobility.

The organization structure is designed to ensure that

identical businesses run along similar lines and best
resources in any functional field, be tapped to serve the best
interests of the entire group.

The structure also defines the role of the head of the units
who are empowered to manage their respective companies
and are fully responsible for business operations to build
world class organizations with a high degree of customer
focus.

Partners
The company has a strategic alliance with SingTel. The
investment made by SingTel is one of the largest
investments made in the world outside Singapore, in the
company.

The company also has a strategic alliance with Vodafone.

The investment made by Vodafone in Bharti is one of the
largest single foreign investments made in the Indian
telecom sector.

37
The company’s mobile network equipment partners include
Ericsson and Nokia.

In the case of the broadband and telephone services and

enterprise services (carriers), equipment suppliers include
Siemens, Nortel, Corning, among others. The Company also
has an information technology alliance with IBM for its
group-wide information technology requirements and with
Nortel for call center technology requirements. The call
center operations for the mobile services have been
outsourced to IBM Daksh, Hinduja TMT, Teletech and
Mphasis.

38
39
 LORD OF THE RING
Sunil Bharti Mittal
Chairman & Managing Director since October 2001
Board director since: July 1995
Age: 50 years

Sunil Bharti Mittal is the Chairman and Managing Director of

Bharti Group. India’s largest private integrated telecom
player. Sunil Bharti Mittal is best known as India’s telecom
czar. With 30 million subscribers, he is at the forefront of
India’s phenomenal telecom growth. Mittal is recognized as
one of the few businessmen who can think out of the box.

Sunil was one of the first entrepreneurs to identify the

mobile telecom business as a major growth area and
launched services in the city of Delhi and the National
Capital Region in the year 1995. Under his inspiring
leadership the company grew organically and inorganically,
covering the entire country by providing integrated telecom
services.

He tied up with Wal-Mart in end of November, and became

the biggest retailer in the world. His opponents in the
business complain and crib that Mittal had circumvented the
rules for his retail foray, but deep in their heart, they are all
worried: if Mittal gets even half as aggressive as in telecom
there could be tough days ahead.

40
In his personal capacity, Sunil has received several awards
such as:

• Ernst & Young Entrepreneur Of The Year 2004”,

Ernst & Young
• “Best Asian Telecom CEO”, Telecom Asia Awards
2005
• “Best CEO, India”, Institutional Investor, 2005
• “Business Leader Of The Year”, Economic Times,
2005
• “CEO of The Year”, Business Standard, 2006

Those who know Mittal well will insist that he is a street

fighter who does not give up easily. Rana Kapoor, the
managing director and CEO of Yes Bank, remembers that
even as a college student in 1970’s,Mittal never liked to lose,
even if it was a game of billiards at a South Delhi club.

A look at Bharti Airtel’s numbers will tell that he is rated

among the best. Bharti Airtel has grown at a CAGR of 55
percent in the last three years; compared with a loss in
2003, the company reported a profit of Rs. 2000 crore in
2005-06; its return on net worth stands at an impressive
27.45 per cent, up from 26.73 per cent a year ago.

Mittal has built his entire business from scratch. His father,
Sat Paul Mittal, was a Congress politician from Ludhiana. It
was in this town that Mittal started off selling bicycle parts in
1976 and, later, hawking imported portable generators in an
autorickshaw. When the government decided to ban the
import of generators, Mittal had no choice but to close shop.
It was then that he forayed into pushbutton phones.

41
But it was the opening of the telecom sector that
dramatically changed his fortunes. He bid for and won the
Delhi mobile licence. This company is now one of the largest
manufacturers of telephones in the world. With the
introduction of Airtel mobile phones in Delhi, India in 1995,
they really hit the spotlight. Mittal prides himself on a string
of firsts: "the first push-button, the first cordless, the first
answering machines, the first fax machines".

From then on there has been no looking back, even though

he changed partners from Vivendi to Singapore Telecom to
Vodafone.
In between, he did a 50:50 joint venture with the
Rothschilds, called Field Fresh Foods, to export fresh fruit
and vegetable to the European Union and tied up with AXA
for a foray into life insurance. He has done huge network
management deals with Nokia and Ericsson, while he has
outsourced his information technology to IBM.

His successful entrepreneurial journey is an inspiration to a

new generation of Indian entrepreneurs. Mr. Sunil Mittal
represented India in the Ernst & Young World Entrepreneur
of the Year Award ceremony in Monte Carlo, Monaco in May
2005.

Apart from his role at Bharti, Sunil holds the position of the
Honorary Consul General of the Republic of Seychelles in
New Delhi, India. Some of his other roles include being a
member of the Prime Minister’s Council on Trade and
Industry; Co-Chairman of the Indo-British Partnership and a
Board Member of the Global GSM Association.

42
Following are the plans which were described to
the customers during filling up of the
questionnaires.

Residential Plans

- Residential plans are for the customers who need

Internet at home.
- Single PC is required for this.
- Normally person use internet for Emailing, Surfing,
chatting and downloads.

Commercial Plans

- Multiple PC
- SME/SMB/Corporate/Commercial Segment who require
heavy data transfer limit.
- No hourly bondage. Need to be 24 hrs online.

43
 Understanding the Plan

Parameter Plan Name – Jumbo What does this mean

747
Monthly Commitment (Rs.) 747 Minimum the customer has to pay for
the month for the plan.
Free Minutes 750 Voice Minutes
Free Data Traffic allowed. It includes
everything which is downloaded or
Broadband Download Limit 1 GB uploaded from PC. It includes
surfing/chatting/emailing/games/movies/
Picture/music downloads and many
more.
Modem rental per month if customer
Modem Rental(Rs.) 49 takes modem on rental. If customer own
modem or purchased upfront the charges
don’t apply.
Speeds mentioned here are maximum
Speeds upto 2 Mbps customer can get. Minimum subject to
contention ratio of the plan.
CLI Charges (Rs.) 25 CLI charges if customer takes caller line
identification facility on his instrument.
Local Pulse Rate (Rs.) 1 Beyond free usage as per plan.
Additional BB Usage 1 Beyond free usage as per plan.
(Re./Mb)
Call Duration: Local Fixed 180 sec
Line
Call Duration: Local Mobile 60 sec
Call Duration: Internet NA
STD (Anywhere) Re.1.0/min
ISD Minute Based (60 sec pulse) Voice Calling pulse/rates matrix
US, Canada, Europe(FL 5.99
Phones)
SE Asia and Australia 7.99
Rest of the World 11.99

44
Residential Plans

Jumbo 747

Plan Details 747 Combo

Monthly Commitment (Rs.) 747

Free Calls worth Rs.(incl. Free STD Value) 750
Free STD worth Rs. 200
Broadband Download Limit 1 GB
Modem Rental (Rs.) 49.00
Speeds 2 Mbps
CLI Charges (Rs.) 25.00
Local Pulse Rate (Rs.) 1.00
Additional BB Usage(Re./MB) 1.00
Call Duration: Local Fixed Line 180 sec
Call Duration: Local Mobile 60 sec
Call Duration: Internet NA
STD Anywhere Re.1.0/min
ISD Minute Based (60 sec Pulse)

US, Canada, Europe (FL Phones) 5.99

SE Asia and Australia 7.99
Rest of the World 11.99

45
 Combo 700

Plan Details 700 Combo

Monthly Commitment 700.00

Free Usage 165
Broadband Download Limit 2 GB
Modem Rental (Rs.) 49.00
Speeds 2 Mbps
CLI Charges (Rs.) 25.00
Local Pulse Rate (Rs.) 1.10
Additional Bb Usage(Re,/Mb) 1.10
Call Duration: Local Fixed Line 180 sec
Call Duration: Local Mobile 60 sec
Call Duration: Internet NA
STD Anywhere Rs.1.10/min
ISD Minute Based (60 sec pulse)
US, Canada, Europe (FL Phones) 5.99
SE Asia and Australia 7.99
Rest of the World 11.99

46
 Combo 550
Free Broadband Plan

Plan Details 550 Combo

Plan Rental 550.00

CLI Charges 00.00
Rate/Pulse (Rs.) 1.10
FCV on Local (Rs.) 475
FCV on STD (Rs.) 75
Total Free Call Value(Rs.) 550
Internet Speed (Kbps) (1:2) 512
Free Internet (GB) 0.55

Additional Internet Charges(Per Mb) 1.10

Modem Rental(Rs./Month) 49.00

Pulse Rate

Local Pulse Duration: Fixed Line 180 sec

Local Pulse Duration: Mobile 60 sec
STD Intra Duration: Fixed Line 60 sec
STD Inter Duration 60 sec
ISD Minute Based (60 sec pulse)
USA, Canada, Europe(FL) 5.99
SE Asia and Australia 7.99
Rest of World 1 9.99
Rest of World 2 49.99

47
 Home 699+

Package Name Home699 Plus

Bandwidth Upto128 Kbps
Monthly Plan Rent 699
Bundled Free Data Transfer Unlimited
Bundled Free Voice Pulses NIL
Bundled Free Voice & DSL Pulses (Flexi Plans) NA
Additional DSL MB/Pulse Charges NA
Additional Voice Pulse Charges (Rs.) 1.1
Additional Charges per MB NA
Internet Pulse Duration (Flexi Plans) NA
Free E mail ids(per 5MB space) 1
Additional E Mail ids (Rs/annumn) 200/id
Local Pulse Duration: Fixed Line 180 sec
Local Pulse Duration: Mobile 45 sec/60 sec
STD Intra Duration: Fixed Line 30 sec
STD Inter Duration 30 sec
ISD Minute Based (60 sec pulse)
USA, Canada, Europe (FL) #
SE Asia & Australia #
Rest of World #
Rest of World #

Unlimited 725

Package Name DSL Unlimited Plan 725 Plus

Bandwidth Upto 128 Kbps

48
Monthly Plan Rent 725
Bundled Free Data Transfer Unlimited
Bundled Free Voice Pulses 50 (Local)
Bundled Free Voice & DSL Pulses(Flexi NA
Plans)
Additional DSL MB/Pulse charges (Rs.) NA
Additional Voice Pulse Charges (Rs.) 1
Additional Charges per MB NA
Internet Pulse Duration (Flexi Plans) NA
Free E mail ids(per 5 MB space) 1
Additional E mail ids (Rs./annumn) 200/id
Local Pulse Duration: Fixed Line 180 sec
Local Pulse Duration: Mobile 60 sec
Std Intra Duration: Fixed Line 60 sec
STD Inter Duration 60 sec
ISD Minute Based (60 sec pulse)
USA, Canada & Europe (FL) 5.99
SE Asia & Australia 7.99
Rest of World 9.99
Rest of World 2 49.99

Commercial Plans
2 MBPS Combo 799- Combo Plan

Commercials
Bandwidth & Contention 2 Mbps (1:4)
Rental Charges per Month Rs. 799
Additional Usage Charges DSL Rs.0.8/MB
Additional Usage Charges Voice Rs.1.10/pulse

49
Features
Bundled Internet hrs. Unlimited
Bundled Free Voice Pulses 50 pulses
Data Transfer Allowed 4 GB/month
Free E mail ids 1 with 5 MB space each
Additional E mail ids Rs. 200 per id
Static ips NIL
Additional Static ip Charges Rs.2500/ip

2 Mbps DSL 2995-Standalone/Top Up

Commercials
Bandwidth & Contention 2 Mbps
Rental Charges per Month Rs. 2995
Additional Usage Charges DSL Rs.0.5/MB
Additional Usage Charges Voice As per Voice Plan Operated
Features
Bundled Internet hrs. Unlimited
Bundled Free Voice Pulses NIL
Data Transfer Allowed 20 GB/Month
Free E mail ids 2 with 5 MB space Each
Additional E mail ids Rs. 200 per id
Free Static ips 1
Additional Static ip Charges Rs. 2500/ip

50
 Combo 1299

Commercials
Bandwidth & Contention 2 Mbps (1:4)
Rental Charges per Month Rs.1299
Additional Usage Charges DSL Rs.0.8/MB
Additional Usage Charges Voice Rs.1.10/MB
Features
Bundled Internet hrs. Unlimited
Bundled Free Voice Pulses 50 Pulses
Data Transfer Allowed 8 GB/Month
Free E mail ids 1 with 5 MB space Each
Additional E mail ids Rs.200 per id
Free Static ips 1
Additional Static ip Charges Rs.2500/ip

51
Uttar Pradesh: A Profile

Popularly known by its abbreviation U.P., it is the most

populous and fifth largest state in the country. It is the most
populous sub-national division in the world.

Uttar Pradesh covers a large part of the highly fertile and

densely populated upper Gangetic plain. It shares an
international border with Nepal and is bounded by the states
of Uttrakhand, Himachal Pradesh, Haryana, Delhi, Rajasthan,
Madhya Pradesh, Chhattisgarh, Jharkhand and Bihar. The
administrative and legislative capital of the state is Lucknow;
its high court is based at Allahabad.

The state language is Hindi and Urdu has the status of being
the second official language. While Hindi (Khari boli) is the
official language, several regional Hindi dialects like Awadhi,
Bagheli, Bhojpuri, Braj and Bundeli are spoken throughout
the state. Bhojpuri is the second most-spoken language in
the state, according to the language data in the 1991 Census
of India. The language of Luck`now ("Lakhnavi Urdu") is a
form of high literary Urdu.

Ancient period

Uttar Pradesh’s known history goes back to 4000 years ago,

when the Aryans first made it their home in 2000 BC. This
heralded the Vedic age and UP was its home. The Aryans
first inhabited the Doab region and the Ghagra plains and
called it the Madhya Desha (midland) or Aryavarta (the

52
Aryan land) or Bharatvarsha (the kingdom of Bharat, an
important Aryan king). Later, Aryans moved to other parts of
the subcontinent, reaching as far as to Kerala in the south
and also to Sri Lanka.

In the latter part of ancient history, this area was divided

between petty kingdoms or formed important parts of
empires like Mauryas, Guptas and Kushan kings.

The Kannauj Empire originated from the heart of the Ganga

Yamuna Doab and during the reign of Harshavardhana
extended its territories from Afghanistan to Kashmir, Bengal
and the Vindhyas. Even today many communities in various
parts of India from Kashmir, Rajasthan, Uttarakhand, Bihar
and Bengal boast of being descendants of migrants from
Kannauj reflecting its glory in the past.

Medieval period

After the decline of the Rajput kings came the Muslims

rulers, and under their tutelege this region played a crucial
role. During the Delhi Sultanate, much of the state formed
Part of the various rulers.

During the Mughal Empire, cities like Agra and Fatehpur Sikri
got the distinction of becoming the capital city of Akbar the
Great. The Mughals ruled almost the entire Indian
subcontinent. Even when the empire disintegrated, this part,
between the Doab region and Delhi, remained their last
territory.

The city of Lucknow was established by the Muslim nawabs

53
of Oudh in the 18th century. And the Marathas and Banaras
by its own king occupied other areas by different rulers like
Rohilkhand by Afghans, Bundelkhand, while Nepal controlled
Kumaon-Garhwal (now in Uttrakhand).

From the later half of the 18th century, the British finally
won the last Mughal territory the Doab, as also
Bundelkhand, Kumaon and Banaras divisions. Delhi, Ajmer
and Jaipur were also included in this territory. They called it
the northwestern provinces (of Agra). Its capital shifted
twice between Agra and Allahabad.

Modern period
Although the state included Oudh, the new state was called
the North Western Provinces of Agra and Oudh, which in
1902 was renamed as the United Provinces of Agra and
Oudh. In 1920, the capital was shifted from Allahabad to
Lucknow.

The state continued to play a significant role in Indian

culture and politics and has played an important role in
modern Indian history during the Independence Movement.
The city of Allahabad was home to leaders like Motilal Nehru,
Purushottam Das Tandon, and Lal Bahadur Shastri, besides
being home to five Prime Ministers: Jawaharlal Nehru, Indira
Gandhi, Lal Bahadur Shastri, Vishwanath Pratap Singh and
Rajiv Gandhi.

The first Chief Minister, Govind Ballabh Pant, renamed the

state as Uttar Pradesh after independence. Pant also became
Home Minister in the Nehru-led Union government. After

54
Pant, Dr. Sampoornanand, a university professor and
classicist, became the state’s CM and remained in office till
1957.

Sucheta Kripalani became India's first woman Chief Minister

in October 1963 and continued till March 1967. Other
political leaders who later became CMs were Charan Singh
(formed the first non-Congress government and ruled for
over a year), Hemvati Nandan Bahuguna, Narain Dutt
Tewari, V.P. Singh, etc.

Geography of Uttar Pradesh

Uttar Pradesh can be divided into two distinct regions of

Gangetic Plains and Vindhya Hills and plateau.

The Gangetic region in the centre has highly fertile alluvial

soils with flat topography broken by numerous ponds, lakes
and rivers. While the Vindhya Hills and plateau in the
southern part comprises hard rock strata, varied topography
of hills, plains, valleys and plateau; limited water availability.
The climate is generally tropical monsoon, but variations
exist due to difference in altitudes.

Divisions and districts of Uttar Pradesh

The state consists of 70 districts grouped into 17 divisions:
Agra, Azamgarh, Allahabad, Bijnor, Kanpur, Ghaziabad,
Gorakhpur, Chitrakoot, Jhansi, Devipatan, Faizabad,
Bahraich, Bareilly, Basti, Mirzapur, Moradabad, Meerut,
Lucknow, Varanasi, Farrukhabad and Saharanpur. The largest
district in terms of population is Allahabad followed by

55
Kanpur Nagar (Census 2001).

Economy

Uttar Pradesh's Gross State Domestic product for 2004 is

$1.2 trillion in current prices. After division of the state, it
produces about 92% of the output of the old state. It has
the distinction of being the second largest econmy in the
country after Maharashtra. It is one of the eight states in
India that have been chosen for FDI. In the fiscal year 2005-
2006 it received an investment of $124.67 billion.
The state’s economic activity: Manufacturing 20%; Services
37%; Agriculture 43%; while the investor profile comprises:
Government 49.3%; Foreign 9.9%; Indian 40.8%.
The state is a major contributor to national foodgrain stock.
It is also home to 78% of the national livestock population.

56
UTTAR PRADESH MAP

57
58
Introduction of Meerut
Meerut is an ancient city located 72 km (44 miles) north-
east of New Delhi. Meerut also has one of the major army
garrisons/cantonments in this part of the country.The
cantonment was first established in 1806, and in 1808 the
cavalry and infantry barracks were commenced by a Major
Penson.

Name Etymology
Ravana's wife Mandodari (in Ramayana) hailed from Meerut.
The town may have derived its name from "Maya Rashtra",
the capital of the kingdom owned by Mandodari's father
Mayadanava.

History
Meerut is famously associated with the Indian Rebellion of
1857 against the British East India Company, when chants of
popular Hindi slogan "Dilli Chalo" ("Let's march to Delhi!")
were first raised here. Meerut cantonment is the place where
the rebellion started when Hindu and Muslim soldiers were
given rifle cartridges with a coating made of animal fat. The
bullet wrapping was to be opened by mouth before use,
which affected religious sensibilities of both Muslims and
Hindus as the animal coating was alleged to be composed of
pork and beef.

Geography
Meerut is located at 28.98° N 77.7° E[1]. It has an average
elevation of 219 metres (718 feet).

59
Demographics
Meerut City is also the headquarters of Meerut district which
consists of 1,025 villages with a population of around (3.44
million) according to the 1991 census. As of 2001 India
censusGRIndia, Meerut had a population of 1,074,229. Males
constitute 53% of the population and females 47%. Meerut
has an average literacy rate of 58%, lower than the national
average of 59.5%: male literacy is 64%, and female literacy
is 52%. In Meerut, 14% of the population is under 6 years of
age.

60
“To be a bull fighter
you
must learn to be a
bull”

61
62
There is a Principal as well as Ancillary objective of the study
which are as follows.

Main or Principal Objective of the Study

• The main objective of the study is to generate the leads
and understand the growth pattern of Fixed Line phones
and Broadband segment in Meerut.

Ancillary Objective of the Study

Some ancillary objectives of the study are as follows:
• To analyze the customer satisfaction.
• To find out the problems regarding billing, network etc.
that the customers are facing.
• Research and analysis of the current customer base i.e.
the market share of the Telecom Companies.
• Response of the respondents regarding new connection.
• Reasons for the churning of the connection.

63
64
Research Design
“A research design is the specification of methods and
procedures for acquiring the information needed. It is the
over-all operational pattern or framework of the project that
stipulates what information is to be collected, from which
sources and by what procedures”
Green and Tull

Features of Research Design

• It is a plan that specifies the sources and types of
information relevant to the research problem.
• It is a strategy specifying which approach will be used for
gathering and analyzing the data.
• It also includes the time and cost budgets since most
studies are done under these two constraints.

Type of Research
This is descriptive research as this research includes surveys
and fact-finding. So descriptive research help in knowing
about particular item or group of items. In other words it
describes the state, as it exists at present.

Sample Unit
Sampling unit may be a geographical one such as state,
district, village etc., or a construction unit such as house, flat,

65
etc., or it may be a social unit such as family, school, etc., or
it may be an individual.
The specified zone for study was Meerut.

Sample Size
This refers to the number of items to be selected from the
Universe to constitute a sample. The size of sample should
neither be excessively large nor too small. It should be
optimum. An optimum sample is one, which fulfills the
requirements of efficiency, representativeness, reliability and
flexibility.
The size of sample was 150.

Types of Data
There are generally two types of data:

Primary Data
Primary data may be classified as those data that have been
observed and recorded by the researchers for the first time to
their knowledge.
The primary data is original in character.

Secondary Data
Secondary data may be classified as those data that have
been already collected by someone else and which have
already been passed through the statistical process.

Sources of Data
This research includes primary as well as secondary data.

66
Primary Data
Primary data is collected directly from the respondent through
questionnaire.
Secondary Data
Secondary data is collected from the company’s product book,
magazines and from Internet.

Data Collection Method

This data is collected through questionnaire. First of all the
questionnaire was framed according to the requirements of
the research and then it was made filled by the different
respondents.

Data Collection Instrument

After a detailed discussion with our Assistant Manager I was
directed to develop a Questionnaire for the survey. Keeping in
the view his suggestions and requirements of the research I
developed a Questionnaire for the survey and got it okayed
by him.
The Questionnaire was prepared in such a way that it covers
all the essential features and the objectives. But at the same
time the length of the Questionnaire was kept short because
lengthy Questionnaire lowers the quality of the answers.
Questionnaire includes dichotomous questions, open-ended
questions and multiple choice questions. Dichotomous
questions are in the form of ‘YES’ or ‘NO’.

Data Analysis Techniques

67
Analysis of data is done through quantitative method i.e.
numerical figure.

Data Analysis Instrument

Various instruments for data analysis were used such as
tabulation of data i.e. an orderly arrangement of data and pie
chart.

68
69
Analysis of Data

The term analysis refers to the computation of certain data. The data,
after collection, has to be processed and analyzed. At last the
completed Questionnaires were checked and edited (if necessary) to
correct the errors. Then the computations for the estimates are
performed.

70
Fixed Line Phone Users

5
4

30

35

Airtel BSNL Reliance Tata

Inference
From the above chart it is clear that out of 150 respondents
35 respondents use BSNL, 30 respondents use Airtel, 5

71
respondents use Tata Indicom and only 4 respondents use
Reliance fixed line phones.

No. of Satisfied Customers

23%

77%

Satisfied Customers Non-Satisfied Customers

Inference

72
From the above chart it is clear that 77% of the customers
who are using Airtel’s fixed line phones are satisfied and 23%
of the customers who are using Airtel’s fixed line phones are
not satisfied.

Problems regarding Billing, Network

33% 34%

11%
22%

Bill Network Prices Others

Inference

73
34% of the customers were having the problems due to bills.
Sometimes customers don’t receive their bills at time. 33% of
the problems were due to other things such as proper
information regarding plans, regarding speed etc. 22% of the
customers said that the prices are high and 11% of the
customers were having the problem regarding network.
Regarding new connection

25%

75%

Interested Not Interested

Inference

74
From the above chart it is clear that 75% of the customers
are interested in taking the new connection and 25% of the
customers are not interested in taking the new connection i.e.
out of 150 respondents 112 customers were interested and
38 customers were not interested in taking the new
connection.
Plans which are mostly used

7%
7%
27%
10%

20%

29%

Plan 325 Plan 425 Plan 499 Plan 699 Plan 725 Plan 700

75
Inference
From the above chart it is clear that 29% of the customers
are using Plan 425, 27% of the customers are using Plan 325,
20% of the customers are using Plan 499, 10% of the
customers are using Plan 699, 7% of the customers are using
Plan 725 and 7% of the customers are using Plan 700.

Churn Chart for Different Operators

15%
30%

20%

20% 15%

BSNL Reliance Airtel Tata Others

76
Inference
From the above chart it is clear that 15% of the customers
churned the connection of BSNL, 20% of the customers
churned the connection of Reliance and also of Tata, 15% of
the customers churned the connection of Airtel and 30% of
the others.

77
Reasons for customer churning the existing lines of
BSNL

8% 8%

15%

26%

11%

16% 16%

Biling issues No customer care support Disturbances in lines

Services not satisfactory Repeated disconnections Slow speed
Costly

Inference
26% of the customers disconnected their connections due to
slow seed, 16% due to repeated disconnections, 16% due to
bad services, 15% due to customer care support, 11% due to
disturbances in lines, 8% due to billing issues and 8% due to
cost.

78
Reasons for customer churning the existing lines for
TATA

17%
26%

21%
9%

4%
13% 10%

Biling issues No customer care support Disturbances in lines

Services not satisfactory Repeated disconnections Slow speed
Costly

Inference
26% of the customers disconnected their connections due to
billing issues, 21% due to slow speed, 13% due to repeated
disconnections, 10% due to bad services, 9% due to
customer care, 4% due to disturbances in lines and 17% due
to cost.

79
Reasons for customer churning the existing lines for
Reliance

17%

32%
6%

12%

10% 17%
6%

Biling issues No customer care support Disturbances in lines

Services not satisfactory Repeated disconnections Slow speed
Costly

Inference
32% customers disconnected their connections due to billing
issues, 17% due to customer care, 17% due to cost, 12%due
to repeated disconnections, 10% due to bad services, 6% due
to disturbances in lines and 6% due to slow speed.

80
Reasons for customer churning the existing lines for
Airtel

27% 27%

6%
3%
21%
11%
5%

Biling issues No customer care support Disturbances in lines

Services not satisfactory Repeated disconnections Slow speed
Costly

Inference
27% of the customers disconnected their connections due to
billing issues, 27% due to higher cost, 21% due to customer
care, 11% due to bad services, 6% due to slow speed, 5%
due to disturbances in lines and 3% due to repeated
disconnections.

81
“It is useless to
tell a river stop
running; the best
thing is to learn
how to sail in the
direction it is
flowing.”
82
83
Limitations of the Study and Difficulties
Encountered

Nothing in this Universe is free from limitations and the

present project is not an exception to it.

Despite all those difficulties I encountered how could I forget

that if a trainee really has to learn and train herself she will
have to light the lamp even in the rough wind.

To conduct such an extensive Consumer Survey in a very

short spoon of time was really a Herculean attempt as some
of the respondents didn’t coperate us.

• Customers didn’t give proper information regarding

them.
• Some of the customers were not aware of the plans they
were using.
• Some of the respondents didn’t co-operate us as they
were too angry with the whole processing system.
• Due to limitation of time we don’t have a large variety of
customers.
• At times customers don’t listen to the information given
to them regarding plans and services due to lack of time.

84
Major findings of the study are as follows

85
• Market share of BSNL was more as most of the
customers were using fixed line phones of BSNL.
• Most of the customers were satisfied with the services of
Airtel.
• Many customers were interested in taking new
connection.
• Most of the customers were having problems with their
bill such as they didn’t receive their bills on time.
• According to some customers prices are too high.
• Some of the customers told that they were not provided
the proper information at the time of taking connection.
• Some of the customers were having the problem
regarding network.
• Volatile customers are more as they switch from one
operator to another due to cut-throat competition.

86
After the final analysis of the data following
conclusions were drawn

87
• During the project, by the analysis, it was found that
most of the customers use BSNL fixed line phones.
BSNL is at the first position in the market. Airtel comes
at the second position as a fast growing company.
• Most of the customers who are currently using the Airtel
connection are satisfied with the services of Airtel.
• Customer dissatisfaction was largely due to their bills.
• During the project some information was given to the
customers regarding the plans. After knowing about the
different plans most of the customers were interested in
taking the connection as some of the plans were
according to their usage and cost effective. Different
plans which were described to the customers are written
above.
• Due to cut-throat competition customers switch to
another operator very soon.
• Cost and Services are the main factor due to which the
customer switches to another operator.

88
The organization should take the following steps which will
not only improve the satisfaction level of the customers but
also will provide the substantial growth to the company.

• There must be uniformity in the information provided

to the customer by customer care executive at

89
 franchise and customer care executive online to avoid
communication gap.
• Airtel sites must be promoted among the customer for
more use.
• Customer should be provided with a booklet of the
facilities and services what so ever he/she will get at
time of connection.
• Customer must be made aware timely about the new
plans and schemes.
• Airtel should take into consideration the call rate part
so as to retain the customer on their network who
switch over to another network due to this factor.
• The charges what so ever the company charges from
the consumer should not be complicated to
understand.
• The employees in the customer care should know each
and every thing about the services and the plans so
that he/she can answer the queries of customer
without any confusion.
• Every person related to the organization directly or
indirectly (as summer trainee) should be equipped with
the essential materials such as pamphlets, ID card etc.
which are necessary to advertise the organization’s
product.
• Customer must be made aware of the available plans
so that he/she can choose the plan according to his/her
usage.
• Network should be improved wherever necessary.
• Pamphlets should be send to the customers to educate
them about the new changes in the plans.
• Due to price sensitive market minimum rental plan
should be provided to the customers.

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 • The organization must solve the problems of the
customers which are occurring due to bills.
• Scheme and plans provided by the company should be
attractive enough to have the kind attention of the
customers and strong enough to meet the competitive
environment.
• Company should make up the bill distribution network
strong enough to match up the customer requirement.
Company may use courier services for distribution of
bills. Company may also use the newspaper
distributors to send the bills to the customers at time.

SWOT Analysis
What is SWOT Analysis?
SWOT is an acronym for strengths, weakness, opportunities
and threats. Here these are briefly described as follows:

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 • Strengths: Strength is the capability of the
organization which is used to gain strategic advantage
over its competitors.

• Weakness: Weakness is an inherent limitation or

constraint of the organization which creates strategic
disadvantage to it.

• Opportunity: An opportunity is a favorable condition

in the organization’s environment which enables it to
strengthen its position.

• Threats: A threat is an unfavorable condition in the

organization’s environment which causes a risk for
damage organization’s position.

SWOT Analysis for the Airtel Broadband and

Telephone Services

Strengths

• Largest telecom service provider.

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 • 24x7 customer care service.
• Group focus on telecom.
• Enjoying brand equity in all existing circle.
• Strong international associates.
• Latest technology provider
• Continuous coverage in the country.
• Better customer service through CRM system.
• Strong and multilayer distribution policy.
• Proper and regular advertisement provider.

Weakness

• The wrong entry of billing creates bad image of

the company in the mind of the customer.
• There are some customers who do not pay their
bills timely so there must be proper arrangement
of collecting bills from customers.
• There are some customers who get connection by
giving wrong address proof and documents so it
reduces the reliability of the regular customers.
• Busyness of the customer care department
reduces the satisfaction of the customer.

Opportunities

• There are huge opportunities of Broadband and

telephone services in the market.

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 • Lot of untapped potential consumer segment
services.
• Lot of potential consumers through cable
services.
• Offering of low cost plans increase the graph of
the customers.

Threats

• There is a very tough competition with BSNL.

• Market is too price sensitive.

QUESTIONNAIRE

1) Name

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2) Address
3) Are you using any phone?
 Yes
 No
4) If yes
Land Line No.
Mobile No.
5) Which operator services you are taking?

Idea Airtel BSNL

Hutch RIM Tata Indicom

6) Do you have Computer/Laptop?

 Yes
 No
7) If yes
 At Home
 At Office
8) If no when you are planning to buy it, reason for buying it?
…………………………………………………………………………………………………………

………………………………………………………………………………………………

9) Are you using Internet?

 Yes
 No
10) If Yes
 At Office Service Provider ……………………..
 At Home Service Provider ……………………..
11) If Airtel then which plan you are using?
…………………………………………………………………………………………………….
12) Are you satisfied with the services of the connection you are using?
 Yes
 No
13) What are the problems you are facing with connection you are using?

Roaming Network
Billing Call Barring

14) What are the services that you like in the connection you are using?

Network Prices
Plans/Schemes Other Factors

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 15) Are you using the services of any other operator?
 Reliance
 Hutch
 Idea
 Tata
 B.S.N.L.
16) Which Bill Plan you are using?
………………………………………………………………………………………………………
17) Reason for taking the services of this operator.
……………………………………………………………………………………………………
……………………………………………………………………………………………………
……
18) Reason for not using Airtel Broadband.
……………………………………………………………………………………………………
……………………………………………………………………………………………………
……
19) What is your Internet usage type?
 Light
 Moderate
 Heavy
20) If we offer you a suitable bill plan for Airtel Broadband, will you be interested in taking it?
 Yes
 No
21) We welcome your valuable suggestions to Airtel.
…………………………………………………………………………………………………
…… …………………………………………………………………………………………………
…… …………………………………………………………………………………………………
……

Thanks

Signature

Questionnaire
1) Name
2) Contact Address
3) Contact no.

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4) Presently which connection you are using?
 BSNL
 Airtel
 Tata
 Reliance
 Others

5) In past have you ever taken the service of any other operator?
 BSNL
 Airtel
 Reliance
 Tata
 Others

6) If disconnected the connection, then due to which of the following reason

 Competitors plans were more attractive.
 Services were not satisfactory.
 Disturbances in lines.
 Billing issues.
 Repeated disconnections in broadband.
 Slow speed.
 No customer care support.
 Bandwidth distribution done at operator’s end.
 Cable damages due to accidents.
 Proper information is not given at the time of taking connection.
 Want to take the connections but cannot be provided due to the choked network.

7) Reason for not using Airtel Broadband.

……………………………………………………………………………………………………
……………………………………………………………………………………………………
……

8) What is your Internet usage type?

 Light
 Moderate
 Heavy

9) If we offer you a suitable bill plan for Airtel Broadband, will you be interested in taking it?
 Yes
 No

10) We welcome your valuable suggestions to Airtel.

………………………………………………………………………………………………………
………………………………………………………………………………………………………

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 ………………………………………………………………………………………………………

Thanks

Signature

Bibliography

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Books
Kothari C R.
Research Methodology.

Magazines
Ninan T N.
Business Standard, 2006.

Websites
www.airtel.in
www.telecomservices.com
www.google.com

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