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Contents Bharti Airtel - Introduction .......................................................................................................................... 2 Organizational Structure .............................................................................................................................. 4 Management Style ....................................................................................................................................... 7 Control Systems ........................................................................................................................................... 9 Performance Rewards ................................................................................................................................ 13 Communication .......................................................................................................................................... 15
MCS PROJECT – AIRTEL
Measure and report non-financial performance Bharti Airtel . Transforming millions of lives and making a positive impact on society.—is maintained by Ericsson. Congo.Management control system is a logical integration of management accounting tools to gather and report data and to evaluate performance. Africa and the Channel Islands. namely. Its network—base stations. Sri Lanka and 17 African nations like Chad. The products offered by the company include. Develop performance measures 4. broadband and fixed-line internet services. microwave links. is an Indian telecommunications Services Company headquartered at New Delhi.fixed line and mobile telephony.Introduction About the company Bharti Airtel Limited. in India). Vision and Values Their vision encompasses the following: Always empowering and backing their people Being loved and admired by our customers and respected by our partners.61 million subscribers as of November 2012. commonly known as Airtel. Broadly speaking.India. It is the largest cellular service provider in India. Airtel operates in the Channel Islands under the brand name Airtel–Vodafone through an agreement with Vodafone. digital television and IPTV. Page 2 MCS PROJECT – AIRTEL . India. Bangladesh. The strategy has since been copied by several operators. Nokia Siemens Network and Huawei. sales and finance and building the 'minutes factory' model of low cost and high volumes. Being brave and unbounded in realizing our dreams. Ghana. It serves the purpose of clear communication of organization’s goals. etc. Kenya. with 183. Gabon among others. results of actions and also ensures that the systems undergo change as when required by the external and internal environment. Sunil Bharti Mittal is the founder and the current chairman and MD of the company. The company has presence in the following countries. Measure and report financial performance 5. Establish responsibility centers 3. It operates in 20 countries across South Asia. Airtel is credited with pioneering the business strategy of outsourcing all of its business operations except marketing. Specify organization goals and objectives 2. It was founded in 1994. following are the steps involved in setting up the control system in any organization1. and business support is provided by IBM and transmission towers are maintained by another company (Bharti Infratel Ltd. Airtel is the world's fourth largest mobile telecommunications company with over 261 million subscribers across 20 countries as of August 2012.
Always try to innovate Transparency: Work must be done with honesty.). M-health. Acquistions and Mergers In March 2010. making the Airtel the world's fifth largest wireless carrier by subscriber base. The B2C organization will consist of Consumer Business and Market Operations. The structure depicted the corresponding operation/region of different in-charges and it didn't hold anyone responsible for each of its services. Entrepreneurship: Strive to change the status-quo. Bharti Airtel's B2C business unit will comprehensively service the retail consumers. and other emerging businesses (like M-commerce. Bharti Airtel completed its $10. MCS PROJECT – AIRTEL Page 3 . Impact: Desire to create a meaningful difference in the society Flexibility: Willingness to change according to partners’ or customers’ evolving needs Corporate structure Airtel's initial corporate structure concentrated on the hierarchy of the operations inside the company as a whole. So. The transformed organisational structure has two distinct Customer Business Units (CBU) with clear focus on B2C and B2B segments.Mobile. Telemedia. Bharti struck a deal to buy Zain’s mobile operations in 15 African countries. by combining the erstwhile business units . Digital TV.7 billion acquisition of African operations from Kuwaiti firm.Following is a list of values pursued by the company: Empowerment: Respecting the opinions and decisions of others. the company found it better to restructure its corporate hierarchy. M-advertising etc. in India's second biggest overseas acquisition after Tata Steel's $13 billion buy of Corus in 2007. trust and an innate desire to do good. homes and small offices.
Also to enhance the employee value and business efficiency. MCS PROJECT – AIRTEL Page 4 . The change is expected to drive greater business. The business to customer segment mainly serves the home. Also it focuses on product and service innovation. CEO – India & South Asia. it had created two distinct customer businesses unit – B2C (Business to Customer) and B2B (Business to Busienss). The new organizational structure will transform the organization from a technology facing to customer facing providing a common interface to customers. It is headed by Drew Kelton. small offices and retail customers. Bharti Airtel has reorganized its organizational culture in August 2011 for its India and South Asia operations.Organizational Structure Organizational structure is an arrangement of activities such as allocation of tasks. divisional and matrix. This segment can be subdivided into – Consumer Business and Market Operations. As the customers are the core of the business it will also help in the growth of the company. All the heads of business to customer and business to business segment reports to Sanjay Kapoor. The business to business segment mainly serves the large corporate and carriers through Bharti Airtel’s wide portfolio of telecommunication solutions. increase the functional synergies and create an agile and de-layered organization. East and Bangladesh headed by Ajai Puri. The head of this department is K Srinivas. It has changed from functional to decentralized organizational structure. It will be divided into three regions – North. reporting and supervision to achieve organizational goals. West headed by Raghunath Mandava and South and Sri Linka headed by Vineet Taneja. The main function of the Consumer Business department is to lead the overall B2C strategy. Some of the types of organizational structure are functional. build an ecosystem around B2C services and customer focus. The new decentralized structure will enhance the autonomy of employees. The framework plays an important role in achieving the organizational goal. The main function of market operation department is to lead the go-to-market strategy. It focuses on the speed and efficiency of transferring the products and services to customers. co-ordination.
2011 is as follows: Chairman & Managing Director CEO (India & South Asia) CEO (International Business Division) Preside nt (Enterprise Services) Busin ess Director (DTH Services) Presid ent (Mobile Services) Presid ent (Tele Media Services) Executive Director (Network Service Group) Executiv e Director (Supply Chain) Executive Director (Human Resource) Executiv e Director (Finance) Director (Legal & Regulatory) Director (IT) Director (Internal Assurance) MCS PROJECT – AIRTEL Page 5 .The organizational Structure before August.
South Asia & Africa) CFO (India. 2011 is as follows: Chairman & Managing Director CEO (India & South Asia) CEO (International Business Division) Presiden t (B2C) Presiden t (B2B) Operatio ns Director (West & National Distribution) Operation s Director (North. South Asia & Africa) Director – Global Brand (India. East & Bangladesh) Executive Director (Human Resource) Executiv e Director (Supply Chain) Operatio ns Director (South & Sri Lanka) Director (Service Network Group) Chief Finance Officer Director-Innovation & IT (India. South Asia & Africa) Director (Legal & Regulatory) Director (IT) MCS PROJECT – AIRTEL Page 6 .The organizational structure from August.
be it individual or team is applauded.No good performance gets unnoticed at Airtel as we believe in performing. Few key steps in keeping our employee engaged and passionate about their job are: Creating culture of meritocracy & performance . Communication Forums . rewarded & celebrated. rewarding and celebrating. The role of the HR department and the top management is inevitable in imbibing management style that is alluring and accommodating for all in Airtel. informal get together. When we talk about the management style specifically at Airtel focuses on high performance work culture which fosters innovation. keeping the interest of employees ahead of other interests. entrepreneurship. inclusiveness. Airtel comes from Bharti Airtel Ltd. India’s largest integrated private telecom providers.Rewarding performance by creating fair & transparent performance management system. The growing importance of Corporate Governance by Airtel shows its priority towards a transparent and accountable organization thus being able to meet the needs of all the concerned stakeholders. in order to bring in a sense of ownership amongst all employees and drive them towards self-performance and personal growth. We have a strong focus towards learning and providing development opportunities within and enhancing their professional as well as personal skill sets. offsite. Opportunity to learn and grow .Management style Management style is the way of life. These forums enable two way communications. Societal culture consists of the assumptions.Through multiple programs like regular town halls. They aim to provide timely and balanced disclosure of all material information concerned towards stakeholders. The approach used to frame policies is always bottoms up. Fun @ work – an environment for the employees to open up is created through this initiative across levels by organising various fun @ work initiatives like sports. The existence of code for board of directors and board committees. We have established our HR processes and systems well and continuously endeavour towards realising our HR Vision of becoming The Employer of Choice. we are committed to the capability building of our valued employees. HR system is to create Employee Delight and make Airtel a Joyful Workplace. We have created a culture of celebration wherein any great performance. teamwork and continuous improvements. coffee with Chief Operating Officers. code of business conduct and ethics for director/management personnel signifies the existence of the culture driving the whole organization towards effective corporate governance. beliefs and values acquired and held by the majority of people in a geographical area. etc. thereby providing employees a chance to address their concerns & queries with the senior management of the company. Moreover they aim to have a sound system of risk management and internal control. skip level meetings. monthly Rewards & Recognition functions. etc the top management interacts with employees on a regular basis. Rewards & Recognition: Celebrate each moment of accomplishment .As an organisation. The business is divided into 3 SBUs: Mobile services Airtel Telemedia services Enterprise services MCS PROJECT – AIRTEL Page 7 .
trust and the innate desire to do good. Entrepreneurship Always strive to change the status quo.The organisation have changed the style of the company as the company do nat have any brand logo till the time. Transparency Believe we must work with honesty. MCS PROJECT – AIRTEL Page 8 . Flexibility Are ever willing to learn and adapt to the environment. homes and small offices.).Mobile. The B2C organization will consist of Consumer Business and Market Operations. M-health. The structure depicted the corresponding operation/region of different in-charges and it didn't hold anyone responsible for each of its services. Telemedia. and other emerging businesses (like Mcommerce. the company found it better to restructure its corporate hierarchy. The transformed organisational structure has two distinct Customer Business Units (CBU) with clear focus on B2C (Business to Customer) and B2B (Business to Business) segments. We innovate with new ideas and energise with a strong passion and entrepreneurial spirit. M-advertising etc. Digital TV. Bharti Airtel's B2C business unit will comprehensively service the retail consumers. Airtel's initial corporate structure concentrated on the hierarchy of the operations inside the company as a whole.Drivers of the management style Empowerment Respect the opinions and decisions of others. by combining the erstwhile business units . We encourage and back people to do their best. So. our partners and the customers’ evolving needs. Impact Are driven by the desire to create a meaningful difference in society.
as and when deemed necessary. MIS. It develops an annual Internal Audit plan after a careful assessment of major risks in each of the businesses. Airtel has well established policy towards maintaining the highest standards of health. Based on this risk management. such as Revenue Assurance. Financial Reporting. The risk management focuses on identifying all high-risk areas. To seek information from any employee. Credit & Rsk. Procurement and Information Technology etc. This Audit plan is augmented with other special reviews. safety and environmental norms while maintaining operational integrity. if it considers necessary Disclosures: Bharti Airtel’s quarterly results reporting and other disclosures are considered one of the best among the Asian Telecom companies. It reports functionally to the Audit committee of the Board of Directors and administratively to the chairman and CEO. The Company maintains a system of internal controls designed to provide a high degree of assurance regarding the effectiveness and efficiency of operations. along with the internal controls and policies adopted to mitigate such risks at each of operating circles as well as the corporate functions. MCS PROJECT – AIRTEL Page 9 . Audit committee:A strong external audit committee is appointed to review the financials of the company Powers of the Audit Committee: To investigate any activity within its terms of reference. an extensive Audit plan is developed to cover all critical areas. To obtain outside legal or other professional advice. the reliability of financial controls.Control Systems Internal control systems Airtel has a comprehensive system of internal controls to safeguard the Company’s assets against loss from unauthorized use and ensure proper authorization of financial transactions. and compliance with laws and regulations. The Company’s accounting process is based on uniform accounting guideline that sets out accounting policies and significant processes and deadlines on a company wide basis. There are binding directives for internal reconciliations and other accounting operations. The corporate audit group is responsible for performing all internal audit activities of the organisation over these systems of internal controls. Collections. control and governance process. It is also responsible for assessing and improving the effectiveness of risk management. The Company has an exhaustive budgetary control system to monitor all expenditures against approved budgets on an ongoing basis. To secure attendance of outsiders with relevant expertise.
that each one will be fully protected against possible reprisals. dismissal. layout and location Equipment Machinary Production Planning Preventive Maintenance Spare parts management Partener’s Management Inventory Control Warehouse Management Identification & Traceablity Research & Development Innovation Design capability Design structure Financial back up for R&D Training Ombudsperson policy aims to provide an independent forum by means of the Office of the Ombudsperson. put in a far & equtable inquiry process & redressal mechanism.[Parameters considered in making Audit Report] Quality System Compliance to Quality certifications Technical Documentation Management Systems Management Reviews Change Mangement Labor Management Management of equipements. demotion or victimization when a serious and genuine concern of apparent unprofessional conduct has been made in good faith.calibration Incoming quality control In process control Change control Mechanism Failure Mode Effect Analysis for process and design Implementation of preventive and corrective action mechanism Change management Environment. Health & Safety Management Systems Rejection Control Mechanism Production Capability Factory Infrastructure. it reassures emplyees & other stakeholders raising concerns. Also. MCS PROJECT – AIRTEL Page 10 . for employees and external stakeholders of the company to raise concerns and complaints about improper practices which are in breach of the Bharti Code of Conduct. intimidation. coercive action.
Risk control: 1. Regulatory: The business is subject to extensive regulation by the government. The entities in the group use forward contracts to manage their exposure to foreign currency risk. 3. a brand with strong presence and equity and standardized prevalent processes which would enable them to consolidate our position the telecommunications market. Bharti is an integrated player having an all India presence with a large mobility footprint. short term investments are widely distributed. Control of Interest rate risk: The group has a mix of fixed rate and floating rate loans and uses interest rate swaps which have the economic effect of converting borrowings from fixed rates to floating rates. However. for enhancement of their network coverage to new locations and towns. 7. state and local governments that they do not currently have. it would require additional financing in the form of debt or equity to meet requisite requirements. which could have an adverse impact on the business. Capital. Market Risk Control: The group manages the market risk associated with interest rate and foreign exchange contracts by establishing and monitoring parameters that limit the types and degree of market risk that may be undertaken. But it has adequate leveraging powers for raising further finances. and sources technology only from vendors of international repute. exposed to foreign exchange risk arising from various currency exposures primarily with respect to US dollar and Japanese Yen. Control of Foreign currency risk: The group has obtained foreign currency loans and has imported equipment and is therefore. MCS PROJECT – AIRTEL Page 11 . These government controlled companies may have significantly greater resources than the company.intensive nature: The businesses are highly capital intensive with long gestation periods. The churn rate of customers in their mobile and fixed line networks is high and this may result in incurring additional costs on account of non-payment by customers. Derivative counterparts and cash transactions are limited to high creditworthy financial institutions Also. 5. the company has adopted a modular rollout of networks and incurs capital expenditure extremely cautiously. As a strategy. as there is often a significant initial uncertainty considering the scope and impact of many measures. 2. Failure to ensure a complete level playing field may affect the business. 4. Credit risk control: The group has no concentration of credit risk as the customer base is widely distributed both economically and geographically. 8. The group has also entered into composite contracts which include both interest rate swaps as well as forward contracts. Airtel may be required to obtain additional approvals from the central. 6. Technological: The Company believes in adopting only tried and tested technology. However. Competition: The business faces significant competition from private operators and government controlled companies.
Bharti Airtel faced several challenges with it.. Bharti Airtel expects that the partners would incorporate the partner scorecard into their customer satisfaction and management review processes. and mediation capabilities needed by such disparate applications to integrate. the results of operations could be adversely affected if it is unable to obtain adequate supplies of equipment in a timely manner.9. To overcome these challenges. the developed application now takes around 100 milliseconds to decompose an order. product or service System & Processes Innovative Business Model Improvement focus Regulatory compliances Quality certifications 2. while the group believes that its vendors are internationally reputed. This basically converts the selling view to fulfilment (billing and provisioning) view. it came up with the order decomposition method. transformation. Partners would be required to provide a documented action plan for corrective action. In the larger picture of Order Management. Partner performance management Partner performance is a key factor in Bharti Airtel’s performance and ability to satisfy its customers. the Enterprise Service Bus provides the desired message routing. and FX Billing System on the other. Operational Control: Order Fulfillment Solution (OFS) for Bharti Airtel Ltd. Partner Audit Partners who consistently have poor performance could be notified of Bharti Airtel’s intention to re-evaluate the partner and potentially place the partner on a ‘conditional’ status until performance improvement is demonstrated. Failure to improve performance within the time required by Bharti Airtel would lead to a partner’s ineligibility to quote new business. The group manages to minimize the possibility of such risk by having long term contracts with the vendors and also having more than one vendor for supply of equipment and services. and/or being resourced on their current business. conversion. However. Vendor Risk Control: The group depends upon key suppliers and vendors to provide equipment and services that it needs to build and upgrade its network. MCS PROJECT – AIRTEL Page 12 . With this process. This score card will provide feedback to the partner about their performance in the following areas: Quality Quality status at Receipt Quality status during installation Quality status post installation Life of item. 10. is the glue between the hugely disparate applications of e-CRM on one hand. The partner’s performance management is carried in two methods: 1. Partner’s performance would determine to a large extent their future busness relationship with Bharti Airtel. Partner score card Bharti Airtel will issue a six monthly Partner score card to selected partners. removal from Bharti Airtel’s approved partner list.
But the basic human psychology is that a person will not work unless there is adequate motivation for him to do so. the organization needs to have an effective rewards policy system in place. proper compensation plans are designed. In the free market environments the customers are the kings and to achieve customer satisfaction a well motivated workforce is required. Compensation and Benefits AIRTEL has a separate compensation department which deals in staffing and compensation management. Money acts as a strong motivator for any employee. the importance of financial rewards cannot be undermined. Pay policies and programs are the most important tool for motivating the employees. MCS PROJECT – AIRTEL Page 13 . The rewards need to be a combination of both Monetary and non-monetary rewards. Rewards AIRTEL considers its employees are resources in which the company has invested. The employees are distributed into certain performance categories. The performance–linked system encourages the employees who are performing well. and at the same time. The departments track the employee performance from the point when he or she is employed and so it is easy for them to design compensation plans. However. After performance evaluation. The plans are based on the performance and if performance is up to the standards of Airtel and the employee has good conducts he is rewarded. Based on that.Performance Rewards In the current highly competitive business environment. Therefore. Critical incident technique: It involves maintaining daily log of what the employee does and exception behaviors. results are rechecked and matched with the standards. there should be equal care given to devise a fair system that is performance-linked. a motivated workforce has become the key to the survival and success of any organization. Forced Distribution Ranking: It involves relative rankings of employees with each other. it gives motivation to employees who may not be performing so well. The constant good performers are rewarded by the way of promotions. Performance Appraisal The performance appraisal techniques used in AIRTEL are: Essay technique: The appraiser records overall impressions about employees. The strengths. Promotions Promotions are also a reward management technique to motivate the employees. In AIRTEL promotions are based on the merit and experience basis. The major advantage of paying above the industry level is that the company is able to attract and retain the top talents. An improper rewards system can end up de-motivating the employees and further decrease the employee performance. promote ability and development needs. In order to ensure the employees remain motivated and work to their maximum potential. weaknesses.
health insurance assistance and support. The manager of respective departments recommends a candidate from his section for the reward purpose to HR. Hardship allowance For employees working in areas where there is significant threat to life and safety. we also provide a special allowance.Bonuses The employee may receive 1 to 3 month bonus subject to evaluation of accomplished objectives. Other Employee Benefits Medical support At Airtel. Temporary loan to employees policy Employees can avail temporary loan facility in case of any contingency. every employee is offered entire end-to-end health care. In Airtel the reward system is based on the individual performance and individual employee performance is judged for the reward. MCS PROJECT – AIRTEL Page 14 . Group accident/life insurance AIRTEL provides financial assistance to an employee and their family in case of loss of earning capacity of the employee due to accident/death during the course of employment and cover employees under life insurance.
It is a process of transmitting information. For motivation and employee morale Communication is also a basic tool for motivation. External Communication Internal Communication Communication within an organization is called "Internal Communication". thoughts. safety. Effective internal communication is a vital mean of addressing organizational concerns. grievances and suggestions to their seniors or management. productivity. Importance of Communication In Organization Effective communication is required at various levels and for various aspects in an organization such as – For manager – employee relations Effective communication of information and decision is an essential component for managementemployee relations. comments. It includes all communication within an organization. MCS PROJECT – AIRTEL Page 15 . and profits and decrease grievances and turnover. Good communication may help to increase job satisfaction. ideas. It may be informal or a formal function or department providing communication in various forms to employees. For increase productivity With effective communication. Internal Communication 2. opinions and plans between various parts of an organization.Communication Communication is one of the basic functions of management in any organization and its importance can hardly be overemphasized. For employees It is through the communication that employees submit their work reports. Types of Business Communication There are two types of business communication in an organization: 1. you can also increase production at low cost. which can improve morale of the employees in an organization. you can maintain a good human relation in the organization and by encouraging ideas or suggestions from employees or workers and implementing them whenever possible.
indulging in criticism and avoiding work. from upper level to lower level and lower level to upper level. notice boards and broadcast mediums. Management conveys what it expects from them and what benefits they would receive out of their efforts. MCS PROJECT – AIRTEL Page 16 . And these are two things that happen very effectively at Airtel. Top to Bottom Communication At Airtel. This is achieved by conducting periodical staff meetings.In Internal communication within the organization Airtel uses two methods: 1. Bottom to Top Communication Organizations must not only find a mean to convey what they want from their employees but should also provide them a way to convey their feelings. Managers should pay heed to what employees have got to say and provide proper response to their issues. This will nourish a positive feeling of being ‘getting heard’ and keep their interest live in working for the company. not taking initiatives. sentiments and ideas to the top management. Vertical Communication is of two types. regular verbal and electronic messages. if top management finds staff missing the deadlines. chances are that they are not fully aware of importance of their role in organizational progress.
Communication among employees at the same level is crucial for the accomplishment of work. Horizontal Communication Horizontal communication normally involves coordinating information. and allows people with the same or similar rank in an organization to cooperate or collaborate.2. This Horizontal Communication has helped Airtel in:: o Solving problems o Accomplishing tasks o Improving teamwork o Building goodwill o Boosting efficiency MCS PROJECT – AIRTEL Page 17 .
3. This comprises 800+ applications run centrally and locally. IBM has developed over 20 such templates for the company.000 CPUs running physical and virtual servers. and a guarantee of assured action.000 employees on the field doing sales. "We have 4. educational background.5-million transactions have been approved via SMS’es over the past four months at the company The biggest beneficiaries of me-tize service have been the company's sales team. and to ensure security and accountability. Today. But it often gets restricted to the availability of a PC. Airtel runs one of India’s largest backend IT infrastructure setups. Internal communication in a company is always done through emails. according to the Economic Times. Earlier. 1800+ databases with 6+ Petabytes of storage and 4000+ network devices deployed across 8 Data Center locations spread around India. pushing emails to a corner. To tackle this challenge Airtel's staff of 20. 2. The AIRTEL internal communication System includes the following pattern: 1. To keep up with multi-dimensional hyper-growth. to communicate with each other with the help of SMS. designed by IBM and implemented in a phased manner over the past couple of months. laptop or a smart phone.Internal Communication Channels adopted by Bharti Airtel When organizations such as Airtel which deal with staff compliments of several hundred across different countries on various levels of hierarchy and from different cultures. At least 1.000 servers with approximately 15. That means a back-up for every SMS sent. language preferences and demographics. get approvals and even access their own data. MCS PROJECT – AIRTEL Page 18 . effective internal communication becomes a major challenge. Bharti Airtel Limited is India’s largest integrated private telecom services provider with a footprint in all the 23 telecom circles. The other channels used by airtel for internal communication purpose are: Intranet Website conference calls internal newsletters e-mail message boards printed materials virtual meetings Face to face meetings.000 is now connected with me-tize. the system hosts almost 90 percent of the communication within the company. more than 5. they required computers(with internet) to send requests. all SMS’es are linked to the company's back-end.
All other grievances are monitored.Commercial and Contractual Agreements Governance Team . Contractual Obligations and Ethical Issues Three types of communications are considered • Strategic • Operational • Need Based Partners Grievances: Bharti Airtel recognizes Partners as one of the key stakeholders of its business and hence it is important to address their grievances in transparent and structured manner. Issues related to ethics and integrity is handled by Ombudsman Process as per the bharti airtel Code of Conduct policy. community organizations.Conceptualization of requirement.Delivery as per specification. specialist agencies and other training providers. local authorities. job centres. This council comprises of senior members of the supply chain function. employers. Airtel believes that Communication is the nerve line for any partnership and focuses on establishing a transparent. Types of grievances: Grievances are broadly classified in the following categories Payments Dispute/Disagreement in business Unethical/Integrity/Code of Conduct violations There are different channels through which Partners can register their grievances Partner Portal (to be activated soon) E-mails to helpdesk MCS PROJECT – AIRTEL Page 19 . Partner identity is kept confidential in case of sensitive grievances like integrity issues. funding bodies. Partner communication This section outlines Airtel requirements with respect to Partner Communication. Communication with partners is done at different levels: Functional Directors . reviewed and resolved by Supply Chain Council. delivery timing and KPI's User Owner .External Communication External communication covers how an organization interacts with those outside their own organization.Code of Conduct. timeline and usage requirement Supply Chain Team . careers offices. two-way and trusting relationship with all partners. This may be with the public.
They publish annual report so that the shareholders of the company come to know about the bank in which they invested money. Bharti Airtel is committed to maintain the highest standard of conduct and professionalism and towards this end has formulated policies that will provide clarity about the overall objectives & act as catalyst for Managerial Success. repairing. Airtel publishes Annual Report every year. and gain their 100% satisfaction. information. Another important tool is notice. policy change etc. they need customer’s active participation. Analysts meet twice a year. it can also be accessed them from landline. solve their problems even better. events. There is a proper Investor grievance handling process Customer Communication Airtel Customers have the convenience to access their 24-hr customer service number from any part of the country from airtel phone. The fact that Airtel has a free flow of communication with its investors can be substantiated by the following facts: Airtel publishes Annual Report every year. Airtel uses notice for events. Earnings calls occur four times a year. certain change of plan. Another reason of publishing annual report is to attract new investor. In this journey. news in a very short time to general public. cheap and easy way to share information. They have a helpline for new investor.Investor Communication Airtel is cordial for any investor relationship. Newspaper is a very common. Customer Feedback column on their website. accident. MCS PROJECT – AIRTEL Page 20 . They take customer survey to meet their needs faster. special events. By putting in such control systems.
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