SYNOPSIS

Name of the Student: SANDEEP B Reg #: 08yac08165 Title of the project: A Study on Consumer Behaviour of HATHWAY BROADBAND SERVICES, Bangalore.

Executive summary: The project is based on the study of consumer trends,

behaviour, preferences and level of satisfaction in Hathway Broadband Ltd. This project attempts to identify and define areas related to consumer behaviour regarding new connection services. It also attempts to develop at least first approach to these areas, to think through policies, principles, and practices to accomplish the new tasks and to satisfy the customer needs. By this practical training I am able to equip the manager with the understanding, the thinking, the knowledge, and the skills for todays and also for tomorrows market exigency. Practical knowledge is also very important for developing thoughts and giving shape to them. This research is quite important and helpful for: y Development of better understanding concept. y Generate morale. y SWOT analysis (Strength, Weakness, Opportunity and Threat). y It installs a sense of security in meeting the various challenges present in the environment.

Objectives of the study: y The objective of the study is to understand the consumer pre, post, during perception of broadband connection and consumer buying behaviour and attitude for Hathway Broadband services. y To Analyzing the satisfaction level of customers towards Hathway Broadband service. y To find out the consumer awareness and also creating an Awareness to customers about the facilities in broadband connections and its new products. y To find out best sales promotional technique. y To find out consumer top of the mind when they buy Broadband and Telephone. y To find out brand preference. y To find out consumer needs and expectations. y To undergo S.W.O.T Analysis of the organization. y To study marketing strategies adopted by Hathway. y To study the level of customer satisfaction in Hathway. y To understand the needs of different consumer segments. Statement of the problem: Consumer behavior is the study of how people buy, what they buy, when they buy and why they buy. It blends elements from psychology, sociology, sociopsychology, anthropology and economics. It attempts to understand the buyer decision-making process, both individually and in groups. It studies characteristics of individual consumers such as demographics, psychographics, and behavioral variables in an attempt to understand people's wants. It also tries to assess influences on the consumer from groups such as family, friends, reference groups, and society in general. Problem recognition results when there is a difference between one's desired state and one's actual state. Consumers are motivated to address this discrepancy and therefore they commence the buying process

Research methodology:
All business undertaking operates in the world of uncertainty. There is no unique method of which can entirely eliminate uncertainty. Any type of organization in the present environment need systematic supply of information coupled with tool of analysis for making sound decision, which involves minimum risk. It is in this context that research methodology plays a very important role. Research always starts with a question or a problem. Its purpose is to answer to questions through the application of the scientific methods. It is a systematic and intensive study directed towards a more complete knowledge of the subject studies. Once the problem is defined properly then one can easily Chalk out the Objectives for the research.

Sample size: y Area of Sample : The areas covered up in this survey is Bangalore city. y Source list (Sampling Frame) : CUSTOMERS: 100 y Sample size: 100 y Sampling Procedure: The data was collected by Judgmental sampling which is considered to be a non probability sampling.

Collection of Data: The information relevant for the study will be drawn from Primary data collected through Survey method, which alone will be not sufficient. Hence Secondary data will be collected to conduct study successfully. y Primary data- It will be collected using a questionnaire. A well laid out questionnaire will be designed for this purpose. Also personal interviews will be conducted with people in organization as well as customers and prospective buyers. y Secondary data- This information will be obtained from secondary sources like newspapers, internal reports, magazines, website and other published sources.

CHAPTER SCHEME:
Chapter 1 Introduction

y Brief History, Growth and Prospects y Broadband services in India y Future Projections y Recent Trends in Broadband Services
Chapter 2 Research Design

y Title of the Study y Statement of the problem y Types of Research Design y Scope of the Study

y Limitations of the Study y Methodology of the Study

Chapter 3 Company Profile

y History of Hathway y Company Objective y Hathway Services y Organizational structure y Board of Directors y SWOT Analysis
Chapter 4 Data Analysis and Interpretation

y Data Table y Analysis and Inference of the Table y Graphical Representation

Chapter-5 Summary of Findings and Conclusions

y Findings y Recommendations and suggestions y Conclusion

Bibliography

y Text Books Referred y www.hathway.com y Journals and Magazines Referred

Annexure y Questionnaire

TABLE OF CONTENTS
(Research Based) Chapter No. Subject Page No.

ACKNOWLEDGEMENT................................. 3

COLLEGE CERTIFICATE.............................. 4

Ch.# 1.0

EXECUTIVE SUMMARY...................................

Ch.# 2.0 2.1 2.2 2.3 2.4 2.5

Research Methodology Primary Objectives.... Research Design Sample Design Scope of the Study Limitations

.................................. 11 .............................. .............................. .. .............................. .............................. . ............................ 18 12 13 14 16

Ch.# 3.0

Critical Review of Literature

...................

20

Ch.# 4.0

Profile

....................................

4.1 a. b. c.

Industry Profile

............................

Introduction............................................................. 25 Brief history............................................................. 26 Major players .......................................................... 27

4.2 a. b. c. d. e. f. g. h. i. j. k.

Company profile.................................................... 28 Introduction of Bharti Airtel................................... 29 Brand ........................... 31 31 32

Strategic partnership................................................ Organisation structure ............................................. Awards and recognition....................... ................... 33 Corporate responsibility ....................... 34

Employee overview................................................. 35 Environment, health and saftety.............................. Community initiatives............................................. 40 Corporate governance........................................ Board of directors.............................................. 42 43 36

l)

Product profile

.......

1. 2. 3.

Fixed line services .................................... Broadband DSL................................................ Digital tv interactive..........................................

.. 44 48 54

m) n) o) p) q)

Advantages of broadband.................................... Technology Airtel offers Marketing orientation Product life cycle ........................... 59 .............................. 60 .............. .

58

63 64

........................

4.3

Swot Analysis.........................................................

65

Ch.# 5.0 5.1 5.2 5.3

Data Collection

...................... .................. .. 73 .. 75

Primary Data.................................................

Secondary Data........................................................ 76

Ch.# 6.0

Findings & Analysis

...................

79-86

Ch.# 7.0

Recommendations

.......

88

Ch.# 8.0

Bibliography

.......

91

Ch.# 9.0 9.1 9.2 9.3

Annexure

.............

Questionnaire........................................................... 93 Tables ................. . 95 Graphs .................. 98

Ch# 10.0

Synopsis of the project ..........................................

101

4.2 COMPANY PROFILE

Public, BSE: 532454 Type 1985 by Sunil Mittal Founded New Delhi, India Headquarters Sunil Mittal (Chairman Key people and CEO)

Telecommunication Industry Mobile and Fixed-Line Telecommunication operator

Products

$6 Billion Revenue Bharti Group Airtel Website

OUR VISION AND PROMISE

By 2010 Airtel will be the most admired brand in India: Loved by more customers Targeted by top talent Benchmarked by more businesses We at Airtel always think in fresh and innovative ways about the needs of our Customer and how we want them to feel. We deliver what we promise and go out of our way to delight the customer with a little bit more

A.INTRODUCTION

Bharti Airtel is one of India's leading private sector providers of telecommunications services based on an aggregate of 64,268,047 customers as on March 31, 2008, consisting of 61,984,721 GSM mobile and 2,283,326 Bharti Telemedia subscribers.

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 Long Distance Services in India.

Bharti Tele-Ventures Limited was incorporated on July 7, 1995 for promoting investments in telecommunications services. Its subsidiaries operate telecom services across India. Bharti s operations are broadly handled by two companies: the Mobility group, which handles the mobile services in 23 circles across the country; and the Infotel group, which handles the NLD, ILD, fixed line, broadband, data, and satellite-based services.

The Company Bharti Airtel is divided into 3 business units that are: MOBILE SERVICES BROADBAND AND TELEPHONE SERVICES (B&T) ENTERPRISE SERVICES

Business Divisions

The company Bharti Airtel Limited provides mobile services to its customers. The company provides fixed and mobile wireless services in around 23 telecom circles by using the GSM technology. Bharti Airtel Company has become the biggest mobile service provider in India on the basis of the number of customers. The company in the future plans to expand its network in order to establish its presence in more than 500,000 villages all across the country by 2010.

Among the various services that the Bharti Airtel Limited Company provides to its customers, the services of broadband and telephone (B&T) are 1 of them. The company provides broadband Internet services of high speed for it has the best network in India. The company Bharti Airtel also provides telephone services in around 94 cities of the country and this helps the people to stay connected with one another. The company plans to expand its broadband and telephone services by providing IPTV services and DTH operations.

Further Bharti Airtel provides enterprise services to its customers. The services of enterprise provide telecom end-to-end solutions to customers who belong to the corporate sector and also long distance services to international and national carriers. The company Bharti Airtel has more than 35,016 kilometers of optic fiber, a submarine landing station, and is also a member of South East Asia- Middle East- Western Europe- 4. All this has helped the company to provide the best enterprise services to its customers. The company Bharti Airtel Limited plans to expand its enterprise services so that it can achieve the status of a global carrier within a period of 2- 3 years.

Bharti Airtel is one of the topmost companies in the telecom sector in India and is under the Bharti Enterprises Group. Airtel Bharti has been ranked as the best performance company in the whole world by the Business Week magazine. In 2007 its market share of mobile subscribers in India is at 23.4%. Bharti Airtel has become a leading company in the telecom sector in India due to the fact that it has provided the best quality of services to its customers. And

this has been possible for the company has a wide telecom network that is of the latest technology. The Company Bharti Airtel Limited in the future also should continue to upgrade its facilities for this will ensure that high grade of services are provided to its customers

B. BRAND
Airtel was born free, a force unleashed into the market with a relentless and unwavering determination to succeed. A spirit charged with energy, creativity and a team driven to seize the day with an ambition to become the most globally admired telecom service. Airtel, after just ten years, has risen to the pinnacle of achievement.

As India's leading telecommunications company Airtel brand has played the role as a major catalyst in India's reforms, contributing to its economic resurgence.

Today we touch people s lives with our Mobile services, Telemedia services, to connecting India's leading 1000+ corporates. We also connect Indians living in USA with our call home service.

C. STRATEGIC PARTENERSHIP

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 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 groupwide 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 & Mphasis.

D. ORGANISATION STRUCTURE:

As an outcome of a restructuring exercise conducted within the company; a new integrated organizational structure has emerged; with realigned roles,

responsibilities and reporting relationships of Bharti s key team players. With effect from March 01, 2006, this unified management structure of 'One Airtel' will enable continued improvement in the delivery of the Group s strategic vision.

Bharti Airtel - Organization Structure

E. AWARDS AND RECOGNITIONS

For the Year 2008 - 2009 Voted India s most innovative company in a survey conducted by The Wall Street Journal in 2008 Winner of the Gallup Great Workplace Award - Gallup Consulting, 2008 2nd Most Trusted Service Brand - Annual Economic Times-Brand Equity, Most Trusted Brands survey 2008 Best Content Service Award for its Farmer Information Dissemination Platform for Bharti Airtel s joint venture with IFFCO, IKSL (IFFCO Kisan Samachar) - World Communications Awards 2008 Best Project Management Award for its Gujarat e-GRAM project - World Communications Awards 2008 Best Telecom Company at the NDTV Profit Business Leadership Awards

Best Carrier India for innovative products & services and efficient cost models and the Ovum Telco-Transformation award recognizing philosophy and execution of a successful outsourcing strategy at the Telecom Asia Awards 2008

Sunil Bharti Mittal was awarded the GSM Association Chairman s Award 2008. The highest honour in global telecom sector, recognized his tremendous contribution to the development of India s telecom sector

Sunil Bharti Mittal adjudged the Business Leader Transforming India, 2008 at the NDTV Profit Business Leadership Awards

F. Corporate Responsibility of Bharti Airtel

Overview
At Bharti, CSR is a way of life. Each department and employee strives to be sensitive to the stakeholders and environment within their work context. Bharti encourages employees to take decisions and design business-linked processes that are sensitive to communities and environment.

Corporate Social Responsibility (CSR) in Bharti encompasses much more than only social outreach programs. It is an integral part of the way Bharti conducts its business. The essence of Bharti s commitment to Corporate Social Responsibility is embedded in the Corporate Values , which stem from its deepest held beliefs. These Values are: To be responsive to the needs of our customers

To trust and respect our employees To continuously improve our services innovatively and expeditiously To be transparent and sensitive in our dealings with all stakeholders

We encourage our employees to take decisions and design business processes, keeping in mind the following: Ethics, fairness and being correct Meeting and going beyond compliances and legal requirements Showing respect and sensitivity towards stakeholders and communities, and Nurturing the environment

We practice our CSR beliefs and commitments through a three-pronged approach: Engaging with stakeholders Ensuring stakeholder sensitive policies and practices Undertaking programs for our employees, community and environment

Bharti Airtel sensitizes its employees towards CSR issues at various forums. We feel that it is important that each employee should understand the importance of environmental, social and economical aspects while taking business decisions. At Bharti, each employee is sensitized towards CSR issues and thus operations at the ground level are influenced. Such sensitization exercises have resulted in many socially and environmentally sensitive decisions on the ground. For example, Confidence Plan for hearing impaired people, covers noise-making DG sets at extra cost, investing in consumer awareness campaigns to ensure safe use of mobile are some examples of the above.

G. Employees Overview:

We believe that one of the most important drivers of growth and success for any organization is its people. At Bharti Airtel, our Mantra for employee delight focuses on 5 Ps People, Pride, Passion, Processes and Performance.

Bharti Airtel has been recognized among the Best Employers in the Country for two successive years being 14th in 2003 & jumping ahead of several other large conglomerates to an enviable position of the 2nd Best Employer in the Country in 2004. This is a clear demonstration & acknowledgement of the robust, progressive, people as well as business aligned Human Resource practices, which the organization has developed and implemented remarkably in a very short span of time.

Bharti Airtel follows an open door policy to approach the management, which helps resolve issues with mutual agreements. We encourage people to stand up against any unfair treatment for which we have the Office of the Ombudsman, where employees can raise any issues regarding business and workplace conduct. Bharti ensures transparency through the various communication policies, strategies and plans. . Regular Employee Communication Forums provides a platform for the employees to raise issues that require resolution.

Our leaders strongly believe in facilitating and initiating activities that help employees manage their health and well-being. Our focus always remains to redefine leadership; we develop leaders who enable performance and inspire

their people to unleash their potential. Our people orientation reflects in our vision of being targeted by top talent , and a key aspect of our business focus building a best-in-class leadership team that nurtures talent at every level.

Employee friendly HR policies have been put in place, which amply reflect the organization s concern for its people. Some typical examples of these policies and practices include a family-day at office, half day leave for birthdays, gifts for anniversaries, compulsory 10 days off, festival celebration with family, no official meetings on weekends, five day weeks, concierge services, call center engagement programs etc. These care policies and practices are applied across the organizational levels without any discrimination. From self-management workshops to aerobics sessions, yoga classes to provision of relaxation/meditation rooms, we ensure that every employee keeps a check on his/her fitness. Tie-ups with leading health service organizations enable our employees to undertake periodical health check-ups depending upon their age. This facility is also extended to employee family members at discounted rates. The company provides Flexible Group Mediclaim insurance to all employees, covering all kinds of illnesses, accidents and hospital coverage for serious ailments. Apart from these specific engagements, we regularly organize health check up camps, eye check-up camps and stress management sessions. Some of our offices have opened gymnasiums/fitness facilities to ensure that the fitness fanatics do not have to worry about time constraints to remain fit. At many of our locations, we have hired psychologists who undertake personal counseling sessions for employees.

Bharti Airtel offers a flexible compensation structure to its employees wherein the employees have the flexibility to structure their fixed component of their compensation according to their requirements within the ambit of legislation.

Even a sweeper in the corporate office must understand that, if he does not keep the office clean, the visiting shareholders could question the company s ability to manage a business if they cannot manage their premises well

H. Environment, Health and Safety

Overview
At Bharti we believe in the philosophy to refuse, reduce, reuse and recycle. The company has taken many initiatives in this regard, both within the offices for the benefit of our employees; and for outside world for the convenience of the people Few examples of the initiatives taken are mentioned below: (a) Most of the new Airtel buildings recycle waste water for sanitary and cooling of equipment purposes e.g. DG sets and AC systems. These buildings also have rain water harvesting systems for ground water replenishment where appropriate. (b) All Airtel offices have energy efficient light fittings and DG sets. We also ensure automation that enables energy savings in our buildings. Building Management System (BMS) Intelligent Building concept is being followed in all the new Airtel building and campuses that are coming up. The BMS controls The Heating, Ventilation and Airconditioning (HVAC) system,, electricity load management, water management, parking management, security and safety systems to ensure an efficiently run building on optimal resources. (c) New buildings also incorporate the concept of and Energy Wheel which optimises energy efficiency in buildings. The AC system in our buildings adds a certain amount of fresh air periodically; In the process of adding this fresh air the cool air within the building vents out which may result into higher usage of energy to bring the cooling/ temperature back. The Energy Wheel concept ensures that as we bring the fresh air in it is pre-cooled thereby optimizing energy efficiency. (d) Air quality is checked periodically in all Bharti Airtel offices, and based on the results, duct cleaning, carpet cleaning, chair and sofa shampooing is undertaken. Water quality is also monitored in cooling towers for DG sets and Air Conditioner

systems so that water born diseases such as legionella, etc. are avoided. (e) Use of air curtains on major office exits and double glazing also results in significant energy saving. (f)At the time of oil change in DG sets etc. the discarded oil for disposal is only sent to companies/ vendors approved by the Central Pollution Control Board (CPCB) for proper disposal as per CPCB approved processes. All Bharti Airtel offices follow the basic requirements specified by the Pollution Control Board) and ensure statutory compliance. (g) All Bharti Airtel offices have fire alarm systems. Periodic fire drills are carried out in Bharti Airtel offices as a practice. All Airtel offices are provided with First Aid boxes and have identified people as First Aid specialists.. Bharti Airtel takes all its equipment from its key vendors, namely Nokia and Ericsson, who comply with all the required health and safety norms. Each contract with the supplier has a clause that they will comply with our code of conduct and each year suppliers have to give Bharti Airtel a certificate that they are compliant. There is an induction manual for sub-contractors to ensure that they follow all the safety and statutory compliances as well as Bharti Standard Operating Procedures.

Bharti Airtel is in the process of finalizing its Environment/ Health & Safety Policy (EHS) and will apply for ISO 14001 compliance within the next 3 years for each of its facilities.

For outside world

Reduce Paper usage: Due to technological innovations such as e-bills and electronic recharging, Bharti Airtel customers are given a chance to help save the environment. This has led to the major achievement of paper savings of approximately 32,500 sq meter every month. This leads to the saving of 96 trees every year. In addition, as per calculations during 2005-06, and is continuously improving since then. We save 49,000 sq meter in plastic monthly as the reduced usage of paper coupons and

bills. These results are all the more remarkable, as these paper savings were achieved despite our customer base increasing. Sharing Infrastructure: We promote and believe in sharing of infrastructure (passive) with other telecom operators. This ensures that we can continue to serve our customers while utilizing minimum resources. This is of great help in nation like ours where we have a huge burden on our natural resources. At present, we share around a quarter of our mobile cell sites across the country, with other service providers. We have extended our approach of sharing even for the rural areas, where it makes lesser business sense for operators to roll out. Our efforts have been well acknowledged by the regulator and the government, who have initiated efforts for shared rural roll out . Reducing Fuel Consumption due to travel: Bharti, having grown to be a large company on many counts, faces the key issue of operations coordination. While one would usually coordinate with others through face-to-face meetings, Bharti has institutionalized the habit of using videoconferencing and intranet facilities to interact. This significantly reduces the need for transport and thereby fuel consumption, it saves on time and generally creates a much more efficient working atmosphere. Bhartis earnings calls, i.e. sharing the results with our stakeholders, also happen via audio-bridge. This enables investors and analysts world-wide to link in to the call and raise queries. Bharti does not stop at providing these facilities for internal use though. By offering our services, we enable people across the country to follow the same path and cut down on transport. This is not only convenient; it also saves tremendous fossil fuel consumption. Green-Shelters: Another key initiative has been the deployment of environmental friendly greenshelters at around 7,000 sites. These green-shelters use high insulation material and Passive Cooling techniques like PCM, a thermal salt, for indoor Base Transceiver Stations (BTS). Due to its high freezing point, PCM provides cooling for 4 to 5 hours without any Air conditioning, thus negating any need of electrical power or diesel generator during that time. This not only saves cost but also minimizes pollution. These green-shelters also keep noise at a minimum. Bharti is the first

company in India to initiate such a measure, and is well ahead of governmental regulations on the matter. Our Green shelter initiative has been appreciated by operators across the world and is being studied for mass deployment in many countries. Free-Cooling is another technique that we use to maintain temperature level during night hours by circulating cooler natural air from outside to inside the shelter by reworking air conditioner flows. This has reduced air conditioner consumption by almost 30%. Bharti Airtel is also working with its suppliers and experimenting with alternate sources of energy like solar, wind, bio-fuel/ hydrogen to further reduce environmental impact. We are very keen to look at the viability of these technologies once experiments are being found to be successful like in the case of Green Shelters. Advertisement Material: Bharti Airtel uses aqua-based ink for all its in-shop branding, in spite of its cost being three times the cost of ink which is normally used. The aqua-based ink is environment friendly and does not emit any fumes and hazard. Sometimes flex materials are used for hoardings, but since they are not disposable these hoardings are donated to poor people so that they can use it as roof-material on their huts.

I.Community Initiatives
Overview
We have an obligation to fulfill to society and the communities in which we operate, and help improve the quality of life for everyone, today and in the future.

Based on the basic guidelines and direction provided in the Code of Conduct, Bharti has undertaken many community programs. Bharti s contribution to society is structured through two channels, namely, (a) Bharti s Corporate Social Responsibility (CSR) Initiatives, including initiatives undertaken by way of employee mobilization as well as running environment related programs; and (b) Bharti Foundation, a separate vehicle established in 2000 to lead the CSR agenda of Bharti Group of Companies

CSR Initiatives @ Bharti Airtel

Bharti Airtel has a nation-wide presence that has grown at an exponential rate in the recent years. Each local office undertakes special programs for the local community, thereby reaching out to people. Many projects like material collection drive and blood donation camps are organized for the welfare of the underprivileged community. Bharti constantly searches for new, innovative ways of reducing the consumption of resources, with the aim of leaving a better and greener earth for future generations.

Response to disaster:

Bharti Airtel s response to Tsunami Disaster:

Bharti Airtel undertook the following initiatives for immediate relief and rehabilitation to Tsunami victims:

y Built a mobile network in Andaman & Nicobar islands in less than 3 months to aid rapid rehabilitation of the island y Donated Rs. 1 Crore to the Prime Minister s Relief Fund, in addition to contributions from employees y Created 29 Airtel Crisis Communications centres in Tamil Nadu y Raised resources for Tsunami victims by initiatives such as a Benefit Cricket Match Bharti Airtel s response to Assam, Bihar and West Bengal floods :

Bharti Airtel also partnered with an NGO to provide relief to the flood victims in the flood hit areas of Assam, Bihar and West Bengal. A Material Collection Drive was undertaken across Bharti offices, for collection of material such as clothes, utensils, footwear, blankets, dry ration and monetary donations. 55 cartons of clothes and 65 kilos of ration were dispatched, in addition to monetary contributions.

Bharti Airtel during Mumbai Floods:

Bharti Airtel employees climbed up the towers to restore the networks so that our customers could conveniently reach its employees.

Bharti Airtel s response to Kashmir earthquake:

Bharti Airtel s Rapid Response Team responded to the Kashmir earthquake by bringing more than 2000 food packets and water bottles to the affected area. Money, clothes, woolens and blankets were also collected from employees to

distribute

among

earthquake

victims.

Other

initiatives

of

Bharti

Airtel

Bharti Airtel employees have undertaken vary initiatives to reach out to the local community. Some of such initiatives are listed below : Airtel Ashiana for underprivileged children at the Mohali office of Airtel BIL north tied up with an NGO to distribute daily surplus food to needy children

Airtel Experience Centre by Access MP for the benefit of the benefit of visually impaired people as well as people from deprived section of society Mobile Services Jammu & Kashmir donated free medicines, stationery, clothes and other utility items at the Missionaries of Charity Home for Destitute Mobile Services MP & CG supported the Walkathon to create awareness about diabetes on World Diabetes Day , organized by the Indian medical Association

Airtel Maharashtra & Goa team visited the Thalassemia Ward of Sassoon Hospital to interact with children as well as the families affected Ariel Kerala team visited an old age home and shared a day full of fun with the members of he home A tree plantation drive was carried out by Access-NCR, Access-North and AccessUP West Circles, where in free tree saplings were planted. Airtel Madhya Pradesh & Chhattisgarh planted trees on its fourth Circle Inception Day

In Tamil Nadu, Airtel has adopted a corporation park in Chennai city. Mobile Services Rajasthan supported the Red Ribbon Caravan initiative of the Rajasthan State AIDS Control Society, to spread awareness about HIV/ AIDS.

During the month-long campaign a caravan of five vans covered 32 districts of Rajasthan, to spread the awareness of HIV/ AIDS. Airtel Delhi organized a Blood Donation Camp in association with Indian Red Cross Society .

B)

Bharti

Foundation

Although CSR is executed at all levels in the organization, the Promoters of Bharti Enterprises established Bharti Foundation in 2000 with a vision, To help underprivileged children and youth of our country realize their potential.

Bharti Foundation s mission is to create and support programs that bring about sustainable changes through education, use of technology and information and best practice sharing.

Bharti Foundation has established itself the goals of improving accessibility and quality of education at the school level for underprivileged children, and to provide education and training opportunities to youth.

J. Corporate Governance
Bharti Airtel Limited firmly believes in the principles of Corporate Governance and is committed to conduct its business in a manner, which will ensure sustainable, capital-efficient and long-term growth thereby maximising value for its shareholders, customers, employees and society at large. Companys policies are in line with Corporate Governance guidelines prescribed under Listing Agreement/s with Stock Exchanges and the Company ensures that various disclosures requirements are complied in letter and spirit for effective Corporate Governance.

During the financial year 2003-04, your Company was assigned highest Governance and Value Creation (GVC) rating viz. Level 1 rating by CRISIL, which indicates that the companys capability with respect to creating wealth for all its stakeholders is the highest, while adopting sound Corporate Governance practices.This rating was re-affirmed by CRISIL on April 20,2006.
y y y y y y y

Board of Directors Audit Committee Human Resource (HR)/ Remuneration Committee ESOP Compensation Committee Investors Grievance Committee Memorandum of Association Article of Association

K. BOARD OF DIRECTORS:
The board of directors of the Company has an optimum mix of executive and nonexecutive directors, which consists of two executive and twelve non-executive directors. The Chairman and Managing Director, Mr. Sunil Bharti Mittal is an Executive Director and the number of Independent Directors on the Board is 50% of the total board strength. The independence of a director is determined on the basis that such director does not have any material pecuniary relationship with the Company, its promoters or its management, which may affect the independence of the judgment of a Director. The board members possess requisite skills, experience and expertise required to take decisions, which are in the best interest of the Company.

The composition of the Board is as under:

Sunil Bhatia Mittal Rajan Bharti Mittal Akhil Gupta Rakesh Bharti Mittal Chua Sock Koong N. Kumar Kurt Hellstrom Paul O'Sullivan Pulak Chandan Prasad Bashir Abdulla Currimjee Ajay Lal Arun Bharat Ram

L. PRODUCT PROFILE

1.

FIXED LINE SERVICES

A Direct Exchange line (DEL) is a dedicated fixed phone line running right up to your work space. Each phone line runs on state -of-the-art fiber optic backbone that delivers quality output and ensures reliability.

KEY FEATURES

y CALL WAITING y CALL FORWARDING y PARELLEL RINGING y 3 WAY CONFERENCE y VOICE MAIL SERVICES y ABBREVIATED DIALING

VALUE ADDED SERVICES

y HELLO TUNES : CHOOSE A CORPORATE TUNE THAT YOU WANT YOUR CALLERS TO HEAR. y AIRTEL LIVE : ENJOY JOKES, ASTROLOGY, DATING, CRICKET SCORES, OR ELECTION RESULTS.

BENEFITS:

y SEAMLESS VOICE CONNECTIVITY AND GREAT QUALITY y QUICK INSTALLATION AND 24*7 CUSTOMER SUPPORT y CUSTOMIZED BUNDLED PLANS TO SUIT SPECIFIC BUSINESS NEEDS y FREE DIAL UP INTERNET ACCESS

CENTEREX -INTER OFFICE ABBREVIATED DIALING

This service provides switching at the central office instead of the customers premises and works like an EPABX service. Airtel business Services owns and manages all the communication equipment and software necessary to implement the Centrex service, thus providing future proof and hassle free features to its subscribers. With Centrex facility, you can access other members of your group through short digit dialling thus connecting geographically dispersed offices. FEATURES y SHORT DIGIT DIALING y DIRECT INWARD DIALING y 3 WAY CONFERENCE y VOICE MAIL y CALL PICKUP

y AUTO CALLBACK y PARELLEL RINGING BENEFITS

y LOW CAPITAL INVESTMENT AND NO NEED OF EPABX y HIGHLY RELIABLE CARRIER GRADE SERVICE y FUTURE PROOF TECHNOLOGY y DIGITAL VOICE CLARITY y QUICK INSTALLATION AND 24*7 SUPPORT y DIFFERENT PLANS TO SUIT UNIQUE BUSINESS NEEDS

ISDN-BRI AND PRI

Integrated services Digital Network (ISDN) is a circuit switched telephone network system designed to allow digital transmission of voice and data over ordinary telephone copper lines.

PRI (PRIMARY RATE INTERFACE)

The ISDN PRI offers 30b channels and 2d channels where B operates at 64 Kbps. Thus a 2048 Kbps line is formed which is primarily used for:

y HIGH END VOICE COMMUNICATION y HIGH SPEED DATA TRANSFER y LEASED LINE BACKUP

BRI (BASIC RATE INTERFACE) The ISDN BRI offers 2B channels and one D channel, where B operates at 64 Kbps. Thus a 128 Kbps line is formed which is primarily used for:

y SECURED VOICE COMMUNICATION y DATA TRANSFER y VIDEO CONFERENCING y HIGH SPEED INTERNET ACCESS

BENEFITS OF ISDN PRI

y DIRECT LINE FOR EVERY YEAR

y 30 SIMULTANEOUSLY VOICE CHANNELS y FAST CALL SETUP y PRI ALSO DELEIVERS CALLER ID INFORMATION INSTANTANEOUSLY, MAKING IT IDEAL FOR COMPUTER TELEPHONY INTEGRATION (CTI) AND CALL CENTER APPLICATIONS

y HIGH UPTIME y DIGITAL QUALITY VOICE CALL EXPERIENCE y INTER OFFICE NETWORKING

2.

BROADBAND DSL

Digital subscriber line (DSL) technology transforms an ordinary telephone line into a broadband connections link. DSL provides blazing fast, secure internet access and can be delivered right though a regular telephone line, data rates can vary from 128 Kb to 8 Mb/second, depending on the type and cost of the service. With DSL internet service you can download graphics, heavy files, large documents, software, photos, email attachments and more, instantly. Its perfect for real time interactive multimedia, broadcast quality video, distance learning and video-on-demand.

BENEFITS y ALWAYS ON SERVICE y UP TO 50 TIMES FASTER THAN DIAL UP MODEM y MULTIPLE COMPUTERS CAN BE CONNECTED ON A SINGLE DSL LINE y DEDICATED CONNECTION AND SPEED y ALLOWS USE OF PHONE/INTERNET SIMULTANEOUSLY

INTERNET LEASED PORT Today, organisations need to efficiently transfer information over the internet in order to conduct business around the globe. As a class-A ISP, we have built a high speed N*STM-1 optic fibre backbone for ISP operations. Online performance reports, 24/7*365 support and proactive monitoring of the circuits enable you to enjoy the best internet connectivity.

Airtel business Services Offers bandwidth in the following speeds: y N*64 Kbps y N*E1 y N*DS3 y N*STM-1

LAST MILE OPTIONS y TERRESTIAL LEASED LINE y RADIO LINK y FIBER TO THE BUILDING y VSAT

BENEFITS y PRESENCE LEASED LINE y MULTIPLE ROUTES FOR US CONNECTIVITY y HIGH NETWORK AVAAILABILITY

POINT TO POINT CONNECTIVITY SERVICE Leased line services offer secure private line connections committed to business data transfer needs. They are offered on our dedicated 30,000 km fiber optic backbone, which has a built- in redundancy due to its ring architecture. The network is based on SDH and DWDM technologies. Leased lines as clear channel services can run away voice, video or data applications. Leased lines offerings include: y N*-64 Kbps multiples of 64 Kbps y N*E1- multiples of 2 Mbps y N*DS3- multiples of 45 Mbps y N*STM-1 multiples of 155 mbps

y Ethernet over SDH Customers are offered the option to run end to end Ethernet over dedicated point to point circuits.

BENEFITS y Centralized Network operation centre 24/7*365 monitoring y Re-routing within 55 muse y Supports triple play voice, video and data

VIDEO SURVEILLANCE Video Surveillance is an ideal service for businesses that have wide spread offices/stores/god owns and thus need security and surveillance. This service allows you to capture and transmit video images in digital form. FEATURES y Simultaneous monitoring of multiple sites y View images on internet browser y Programmable digital video recording y Simultaneous multiple recording y Motion detection based technology y Can be used with Ethernet, independent laptop/PC y Wireless y User defined security levels and settings

y Frame rates adjustable based on bandwidth

BENEFITS: y Real-time, offsite/remote monitoring and control y Easy deployment y Easy storage and retrieval of images y Flexibity in configuring solutions y Enabling integration with existing IT systems.

SATELLITE SERVICES Airtel business services satellite service help you connect remote locations at minimal cost and provide a host of new applications and value ads like voice over- IP, multimedia streaming, on demand services, scheduled video conference and distance education. It is offered over the Ku and extended c band. We have three hubs in Bangalore, Mumbai and New Delhi.

PAMA / DAMA: Extend your network to remote locations using our VSAT services, highly reliable communication can be offered with a central hub and at almost any number of geographically dispersed sites. BIT High Speed access to the internet at remote locations VSAT infrastructure offers broadband access for internet and intranet applications.

RANGE OF APPLICATIONS

y VOICE OVER-IP (VOIP) y ON DEMAND SERVICES y MULTIMEDIA STREAMING y SCHEDULED VIDEO CONFERENCE

DATA MANAGED SERVICES- MPLS VPN

Business Services Multi protocol Label switching (MPLS) services enable businesses to provide broadband applications that deliver a wide variety of advanced, value added services over a single infrastructure. We offer MPLS services over a highly redundant, three tiered backbone, which is present in 60 major towns and cities across India.

MPLS Portfolio: y MPLS IP VPN Service A reliable, secure networking option that offers cost effective connectivity over a shared network y Dial VPN Uninterrupted communication, anywhere, anytime y Games on demand customer has an option to request extra bandwidth online for shorter periods. y Multicast multicast services for video streaming y L2VPN layer 2 Ethernet and virtual leased lines over MPLS.

LAST MILE OPTIONS WITH MPLS

y Terrestrial leased line y FTTB : fibre to the building y Point to multipoint broadband wireless access y Metro Ethernet services for end to end connectivity

BENEFITS y Connectionless connectivity: If an Enterprise has multiple locations, all they need is bandwidth and a port to connect multiple sites. Each time a site is added, the customer need not have to provision multiple circuits to connect to other sites. y High security: MPLS has the advantage of label switching to guarantee security in the network. y Traffic prioritisation: to ensure proper handling of traffic like voice, video, SAP, etc., customers can choose from different class of services (cos) to ensure the proper handling of their traffic and get the corresponding SLAs.

3. AIRTEL DIGITAL TV INTERACTIVE

Bharti Airtel launches Triple Play with Airtel digital TV interactive Telephone, Broadband and now TV on a single line

LAUNCHED ON 19th JANUARY 2009

With the launch of Airtel digital TV interactive, we begin offering the Triple Play Advantage offer to our customers - leading in with voice, then broadband and now television and video on demand. We offer our customers a Single Knock on The Door experience - a uniform Airtel Quality of Experience with a single Customer Service interface and a single unified bill for voice, broadband and TV and video entertainment.

Airtel s state-of-the-art IPTV Headend, with best-in-class MPEG4-10 compression technology, will allow it to offer more content and better quality images as well as services like live broadcast television, network based time-shifted TV, real videoon-demand and a host of other interactive services. Airtel will deliver its IPTV service to customers through a fibre backbone of Carrier Ethernet Network with last mile delivery on copper using ADSL2+ technology. This latest technology enables high-speed broadband connectivity which in turn delivers superior digital video and audio quality.

Customers can gain access to the future of TV entertainment on Airtel digital TV interactive by choosing from 2 entry packs y A. Magic@ Home Pack - our Triple Play Plan - at Rs. 999 per month which gives 135 channels including 256 kbps broadband speed with unlimited download and a landline connection.

B. Combo Pack - our IPTV and Broadband Plan - at Rs. 599 per month which gives 117 channels including 256 kbps broadband speed with download limit of 2.5 GB y The service will be backed by 24x7 customer care.

Benefits for end users

Highly Interactive and Personalized Services

Powerful Electronic Programming Guide (EPG):

Using the EPG, customers can seamlessly navigate and discover new content that is DVD quality and delivered at the convenience of the user.

Video on Demand (VOD):

It provides an extensive channel lineup and along with VOD offers a wide range of videos according to the viewers convenience and choice. Choose from our ever growing gallery of over 200 movie titles and watch Hindi or English blockbusters, in the comfort of your home. Just select a movie and start watching it when you want it. What's more, in case you are interrupted while watching, you can pause, rewind and relive the lost moment again with digital TV interactive from Airtel. Once you subscribe for a movie pack, it will be available to you for 30 days to watch any and as many times as you want. We also offer promotion packs to make your viewing experience special on occasion like a Diwali or a New Year pack etc. For those of you who do not want to be restricted by a particular pack, there are movies available to you for 24 hrs with our Pay-PerView feature. It's like walking into a theatre and buying a ticket for the movie of your choice. Plus, you get the best seats.

Interactive applications

Interactive applications make the TV a powerful device for a host of new services customized to the tastes of the individual user. You can check your horoscope for today, the week ahead, and the month ahead. Feeling hungry? Order a pizza of your choice from the menu on your TV screen and add additional toppings of your choice. If thats not enough, get additional discount offers from pizza brands of your choice. Planning a big weekend and want to watch the latest release on PVR? Simply switch on and book your tickets in seconds through your TV at any time of day or night. You can pick up your tickets from the cinema hall at the show time.

Games

Airtel digital TV interactive gives you games to play while you wait for your favorite program to start. You can choose from a nice collection of games to exercise your mind while passing time. You can watch the channel being played in a small screen on your games page so you can switch back to the channel the moment your favorite program starts. You can choose from Tic-Tac-Toe, Sudoku, Discover the Word, Connect Four or Concentration and start playing. The games will be refreshed and new games will be added frequently.

More Control
Time-shifted TV:
Digital TV interactive provides time-shifted TV using a network based Personal Video Recorder (PVR) allows the viewer to watch the content according to their convenience. Over 10000 programs available every week to view at user convenience. Time Shift TV is a unique feature provided by Airtel digital TV interactive where we record and keep programes for you to view to the same at a time more convenient to you digital TV interactive gives you the power to demand from your

TV what you want to see, when you want to see. All this is possible through this unique feature provided by your Airtel digital TV interactive called TSTV. Airtel digital TV interactive gives you the power to view any program you may have missed over the past 7 days.

Even Control Broadcast TV:

Viewers can pause and rewind broadcast TV allowing the viewer to finally take control of what he or she watches on TV.( Presently available on selected channels only)

Parental Control:
With an easy to use interface, parents can also lock VOD content to prevent younger children from accessing inappropriate content.

Electronic Bill on Demand:

Electronic Bill on Demand to track usage and consumption of entertainment.

Benefits for content providers

Highly sophisticated and secure Digital Rights Management to prevent Piracy:
digital TV interactive service ensures such content / channel pilferage is a thing of the past. Through the use advanced Digital Rights Management system (DRM).

Finger printing to track illegal copy and misuse of content:

The system supports Finger Printing that further helps track illegal copier of contents who copy for economic gains.

How does it work?

The Airtel installation team will install and connect the equipment for you. Here's an illustration of the networking process of how STB gets connected to TV incase you have any doubts

M. Advantages of broadband
Why wait to connect
With Airtel Broadband, the internet is always ON, always available! No more waiting for dial-up to connect. You are ready to use the internet as soon as you switch on your computer.

Power Surfing
With speed of up to 2Mbps, feel the excitement of doing more on Internet. Shop, download MP3, exchange heavy files and chat at an enviable speed, all thanks to an extensive Broadband Services infrastructure. No more disconnections in the middle of download.

Surf while you talk!

No more missed calls or blocked telephone lines while using the internet. Airtel Broadband Services connection does not block existing telephone lines and allows one family member to use the phone while another member surfs the net. No more missed calls and no more fights!

Robust installation
Our world class infrastructure & end-to-end digital network of underground copper cable lines ensure an extremely robust connection that eliminates the risk of damage. Superior server technology and a dedicated port provide total security to data storage and information exchange through the Internet.

24x7 customer support

We are just an email or a phone call away. Round-the-clock, 365 days a year! To help us serve you even better, we look forward to your feedback. Your suggestions for improvement, brickbats and even an occasional bouquet, will only help us realize our promise!

High speed internet access

Surf, play, download, stream & make friends with speeds upto 16 mbps(subject to technical feasibility). Impatience is the new life live it with Airtel Broadband.

Find your perfect match

Airtel broadband offers various plans to choose from, which will suite your needs. Pick the right plan and live a high speed lnternet.

Exciting Value added services

Whether its On Demand Speed, Antivirus software, Music, Games, opportunities with our value added services are limitless and excitement is never ending.

Go Wifi
Did you know that wi-fi helps you connect your computer/laptop to internet without wires. You do not have to park a place in your home to connect with the world. You can take your laptop around to any place in your home-bedroom, balcony or even kitchen and keep that music playing or chat going on without getting disconnected. Enjoy freedom from wires with Airtel broadband.

N. Technology used by Bharti airtel

Airtel

Broadband

is

powered

by

DSL

technology

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.

Instant Access

Digital Subscriber Line (DSL) technology provides instant Internet and network access at speeds up to 50 times faster than a 28.8Kbps modem on a standard analogue phone line. There are no dial-up delays, no busy signals. What used to take minutes or hours to download, will now take just seconds or minutes.

Experience Multimedia

With DSL Internet Service you can download graphics-heavy files, large documents, software, photos, email attachments, and more, instantly. It's perfect for real-time interactive multimedia, broadcast quality video, distance learning, and video-on-demand. And because DSL Internet Service sends data and voice over the same line, you can talk on the phone while you are online.

Never Wait! It's also a service that you don't have to dial into. Just turn on your PC, open a browser, and you're ready to surf. (No more hearing those annoying beeps and tones, then waiting to be connected. You're 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.

O. WHAT DOES AIRTEL OFFER? (Broadband & internet)

1.COVERAGE It covers 94 cities in India.

2. Airtel P C secure: Now surf the Internet, with peace of mind.

Airtel has tied up with Secure , one of the best in PC security, to provide you and your family with our great value online security package. Airtel PC

Secure offers advanced protection for your PC, and the private information on it, from viruses, spyware, hackers and other threats. It detects and removes them as they try to enter your computer, so you can safely read email, chat with instant messaging and download files.

3.The Airtel Net PC Advantage

LCD Monitor + Key Board + Mouse Latest Licensed software from Microsoft 100% data security Enjoy 10GB of data storage Cloud Computing Technology

3.Entertainment on Airtel:

Have fun with Airtel broadband! Imagine, downloading the games for free and downloading your favourite tunes at unbelievably low prices. Choose your style. Now even for your homepage. Just log-in with your Airtel Broadband ID and unleash great music at great prices! Just log-in with your Airtel Broadband ID and unleash great music at great prices!Just log-in with your Airtel Broadband ID and unleash great music at great prices!

4.Speed on demand: Now Do more with speed on demand

Watch videos without buffering Stream music seamlessly Upload pictures instantly Load heavy websites in seconds Play online games without breaks Key benefits of Speed on Demand

y Upgrade to higher bandwidth instantly y No need to change your tariff plan y Pay only as much as you use

5.One Airtel

Free Recharge FREE recharge of Rs. 100 every month on your Airtel pre-paid connection. Free Call value FREE calls worth Rs. 100 on Airtel fixed-line. Surf Surf, play, download and stream at a speed of 2 mbps with upto 4 GB of free data transfer every month. Get all this for only Rs. 749 per month

6. DIGITAL TV interactive

Change the way you watch television with the most advanced technology in the world, digital TV interactive from Airtel. Now demand what you want to watch, when you want to watch it. digital TV interactive is less prone to rain or other atmospheric interferences and delivers a far superior TV viewing experience than your normal cable. With digital quality audio and video, a wide range of TV programming, video on demand services and a host of interactive features, digital TV interactive makes your TV viewing experience simply amazing. What s more, it is a single telephone line that enables you to use the telephone, internet and digital TV interactive together.

7. Services:

Airtel brings you a host of exciting features ranging from facilities like online tests, in touch and Video Surveillance Solutions to trouble shooting devices like, Net Expert and Web Jockey.

: Control your business, 24x7. Observe your office, warehouse, shop and staff from your PC, from anywhere and all the time.

: Create and share your precious moments with your loved ones with In Touch. It s a great way to reach out to your loved ones who are far away.

: Introducing NetXpert, India s first ever automated Broadband care technology which provides immediate solutions for Internet connectivity related problems

: Airtel Broadband Services and TCY Online offer you online competitive tests for GRE, GMAT, SAT and MBA, from the comfort of your home.

: Wi-Fi is a wireless technology brand by the Wi-Fi Alliance that gives you a host of fantastic advantages ranging from reliability to security.

8. Reach Airtel:
Our aim is to help you as quickly and as efficiently as possible at first point of contact. In this section you ll find an opportunity to email us directly, useful telephone numbers, quick links to store locations, payment centres and much more. a.Customer support As an Airtel customer you have the convenience to access our 24-hr customer service number from any part of India, from your Airtel phone.

b. Cheque drop boxes and bill payment Choose from a host of convenient payment options only with Airtel. Walk into any Airtel relationship centre and make your payment by cash or credit card. Drop a cheque at any of our cheque drop boxes or simply log on to the website and pay instantly through your credit card.

C. Airtel Relationship Centres Need to get yourself a new Airtel connection, subscribe to any of our value added services and get more information on them, pay your bill or get a new handset? Visit the nearest Airtel Relationship Centre.

P. AIRTEL'S MARKETING ORIENTATION

Since this is a high-involvement expensive product, the service provider has to fully take care of the customers. a) They take personal responsibility to "get" the answer for any problem faced by the customer b) They anticipate customers' problems and take pro-active steps to prevent them c) d) e) They give answers to the questions & requests, quickly & efficiently. They have a positive tone & manner while interacting with customers. They end the interaction on a positive or a humorous note-making the last 30 seconds count. Airtel realizes that attracting people 'is easy but converting them into loyal customers is hard, hence emphasis is on maintaining a 'Smiling and a Friendly Atmosphere' to please and retain the customer.

Q. PRODUCT LIFE CYCLE

The pattern of telephone subscriber growth observed elsewhere in the world reveals that the growth in the market is initially slow followed by a sharp acceleration, but so far that has not happened in India. As far as the Product Life Cycle is concerned Indians are at the beginning of the maturity stage.

Introduction MARKETING OBJECTIVES Create

Growth

Maturity

product Maximize market share

Maximize profits whole defending market share

awareness and trial

Strategies
Product Offer a basic Offer value added Increase in number services of value added

product/ service.

services.

Price

Charge cost- plus

Price to penetrate Price to match or market best competitors

Distribution

Build

selective Build

Intensive Build more intensive

distribution

distribution.

distribution.

Advertising

Build awareness

product Build awareness and Stress among interest in the mass differences market benefits.

brand and

early adopters.

Sales Promotion

Use

heavy

sales Increase to build and Increase encourage with switching.

to brand-

promotion to entice maintain people to subscribe. relationships customers.

4.3 S.W.O.T ANALYSIS OF BHARTI AIRTEL

STRENGTH

WEAKNESS

 Very focused on telecom.  Leadership in fast growing cellular segment.  The only Indian operator, other than VSNL, that has an international submarine cable.  IPTV

 Price Competition from BSNL and MTNL  Untapped Rural market

 The fast-expanding IPLC market.  Latest technology and low cost advantage.  Huge market.  Low Broadband Penetration, Rural Telephoney

 Competition from other cellular and mobile operaters.  Saturation point in Basic telephony service  New entry in digital tv.

OPPORTUNITIES

THREATS

STRENGTH:-

y VERY FOCUSED ON TELECOM Bharti Airtel is largely focused on the telecom, around 93% of the total revenue comes from telecom(Total telecom revenue Rs 3,326)

y LEADERSHIP IN FAST GROWING CELLULAR SEGMENT Airtel is holding leadership position in cellular market. Bharti Airtel is one of India's leading private sector providers of telecommunications services based on an aggregate of 64,268,047 customers as on March 31, 2008, consisting of 61,984,721 GSM mobile and 2,283,326 Bharti Telemedia subscribers.

y THE ONLY OPERATOR IN INDIA OTHER THAN VSNL HAVING INTERNATIONAL SUBMARINE CABLES. Airtel, the monopoly breaker shattered the Telecom monopoly in the International Long Distance space with the launch of International Submarine cable Network i2i jointly with Singapore Telecommunications Ltd. in the year 2002. This has brought a huge value to the IPLC customers, delivering them an option besides the incumbent carrier, to connect to the outside world. IPTV-Bharti Airtel launches Triple Play with Airtel digital TV interactive Telephone, Broadband and now TV on a single line SWOT ANALYSIS DURING TRAINNING: y Airtel has a brand image: Airtel as a brand is the synonym of success. It is the largest private limited organization of India y Well equipped software s, to support customer satisfaction. y It has a talented manpower. y It provides good services. y It has a pool of dedicated and hardworking workforce. y Experienced market player. y INVESTOR s FAITH: Investor s faith in Airtel that causes huge monetary support.

y STRONG ADMINISTRATION: Under the leadership of Bharti Cellular Ltd Airtel proved themselves as an well-organized & administrative company. y Other stakeholders in Bharti Airtel include Sony-Ericsson, Nokia - and Sing Tel, with whom they hold a strategic alliance. This means that the business has access to knowledge and technology from other parts of the

telecommunications world.. y The company has covered the entire Indian nation with its network. This has underpinned its large and rising customer base.

WEAKNESS:y Price Competition from BSNL and MTNL. Airtel is tough competition from the operators like BSNL nd MTNL as these two operators are offering services at a low rate. y Untapped Rural market. Although Airtel have strong Presence throughout the country but still they are far away from the Indian rural part and generally this part is covered by BSNL so indirectly Airtel is loosing revenue from the rural sector. SWOT ANALYSIS DURING TRAINNING:

y Company dose not provide credit to customers. y Improper communication with customers. y No proper feedback from customers. y Promotion is not up to the mark in every area.
y y

Lack of sales executive in some areas in Delhi Lack of co-ordination between departments.

y An often cited original weakness is that when the business was started by Sunil Bharti Mittal over 15 years ago, the business has little knowledge and experience of how a cellular telephone system actually worked. So the start-up business had to outsource to industry experts in the field. y Until recently Airtel did not own its own towers, which was a particular strength of some of its competitors such as Hutchison Essar. Towers are important if your company wishes to provide wide coverage nationally.

OPPORTUNITY:y THE FAST EXTENDING IPLC MARKET An IPLC (international private leased circuit) is a point-to-point private line used by an organization to communicate between offices that are geographically dispersedthroughout the world. An IPLC can be used for Internet access, business data exchange, video conferencing, and any other form of telecommunication. Airtel Enterprise Services and SingTel jointly provide IPLCs on the Network i2i. The Landing Station in Singapore is

managed by SingTel and by Airtel in Chennai (India). Each Landing Station has Power Feeding Equipment, Submarine Line Terminating Equipment and SDH system to power the cable, add wavelengths and convert the STM-64 output to STM-1 data streams respectively.

y LATEST TECHNOLOGY AND LOW COST ADVANTAGE The costs of introducing cellular services for Airtel are marginal in nature, as it needs only to augment its cellular switch/equipment capacity and increase the number of base stations. The number of cities, towns and villages it has covered already works to its advantage as putting more base stations for cellular coverage in these areas comes with negligible marginal cost. Besides such cost advantages, it has also other cost advantages for the latest cellular technology. As a late entrant into the cellular market, it has dual advantage of latest technology with modern features, unlike other private cellular operators who started their service more than 4-5 years back and low capital cost due to advantages of large scale buying of cellular switch/equipment. y HUGE MARKET The cellular telephony market is presently expanding at a

phenomenal / whopping __ rate every year and there is still vast scope for Airtel to enter /expand in this market. Besides there is a vast rural segment where the cellular services have not made much headway and many customers are looking towards Airtel for providing the service to them. With its wide and extensive

presence even in the remotest areas, Airtel poised to gain a big market share in this segment when it expands cellular services into the rural areas.

SWOT ANALYSIS DURING TRAINNING: y Sales can be increased by providing economical plans. y Increase in incentives of sales executive can enhance the sale of bharti airtel. y Focused approach towards small market can also increase the sale of airtel. y New plans can be provided to the customers to attract them to push the sale of airtel. y Feedback at regular intervals can be easily compete the competitors and helpful to retain the customers. y The company possesses a customized version of the Google search engine which will enhance broadband services to customers. The tie-up with Google can only enhance the Airtel brand, and also provides advertising opportunities in Indian for Google. y Low Broadband Penetration, Rural Telephoney

THREATS:COMPETITION FROM OTHER CELLULAR It is time for BSNL to improve/expand its cellular services. Fierce and cut-throat competition is already in place with the

markets ever abuzz with several tariff reductions and announcement of attractive packages, trying to grab most of the mind share of the king - the consumer , whose benefits are increasing with passing of everyday. If BSNL is not innovative and agile, its cellular service will be a flop. It needs to be proactive with attractive packaging, pricing and marketing policies lest its presence in the market be treated with disdain by the private cellular companies. The launch of WLL services by Reliance Infocomm has aggravated the situation. y MARKET MATURITY IN BASIC TELEPHONY SEGMENT Although Airtel entered in the basic telephony market it s a biggest there for the company as the basic telephony market has reached.

SWOT ANALYSIS DURING TRAINNING: y More competitors are entering in the market. y Competitors are providing economical plans. y Competitors providing better services to customers. y Competitors getting feedback from customers at regular Intervals. y Competitors also reaching to small market.