Submitted by: Group 5

Charu Chopra
Meghna Gupta
Ravneet Narang
Siddhant Tewari
 Consumer comes first
 Invested heavily in infrastructure to provide world
class network
 Delivering performance and customer satisfaction
 Core objective:
“making a difference to the lives of people”
 Seek opportunities and solutions by being Innovative
and Enterprising
 Hemant Sachdev, “ Bharti Airtel is not an inventor, but
an innovator.”
 Innovations are launched to inculcate the Airtel Brand
Values and provide unique customer experience
 First to market innovations such as ‘Hello Tunes’,
‘Music on Demand’, lifetime initiatives.
 People, process and the systems

 Key performance indicator:

• Benchmarking against the competition
• and against best performing circles of Bharti Airtel
 “We never want profit at the cost of the customers or their satisfaction.”

 Customer Satisfaction comprises of:

• Products and services
• Price and value
• Brand and image
• Contact and experience

 Gauging customer satisfaction from regular FGDs, ‘round table meetings’

with front end employees, and other policies.

 Customers must feel that Airtel is rooted in the real world and is working
for them

 “promise made, promise kept”

 To ensure ownership and accountability:
• Track of employee satisfaction score and Customer satisfaction score
• Performance linked Salary
• Strong emphasis on Performance management system

 Bharti Airtel 4P’s

• People
• Passion
• Performance
• Productivity (Process)

 ‘Made to Market’ measurement System where growth and

performance parameters are measured vis-a- vis market
trends. So, targets set are realistic.
 Domain knowledge Based

 Having Sufficient resources and being

Efficient in handling them

 All customers are important

 Developing economies- Low GDP per capita

 Investing in talent
 Generating fresh ideas and being innovative
 Keeping Entrepreneurial spirit alive
 Investing in enhancing processes to manage & leverage
scale
 Building a brand that is loved and admired
 To be the first time right will be critical
 Appease the customer, not just satisfy
Brand Building
ROI for all stakeholders
Product Delivery: Reach

Fresh Ideas and Edge over

Customer Focus
Strategy competition

Aggressive Process Structured

strategy Excellence organization

Returns on Not invention Management

Investment but Innovation
 Customer
Expectations

Compliance
Continuous Process with
Development processes

Measurement Framework

Loyalty Customer Delight