A REPORT

ON

“Market Mapping Of Airtel Enterprise Services and Penetration Level In Corporates Of Jaipur”

BY MADHAV KRISHAN AGARWAL

CERTIFICATE

This is to certify that the summer training report titled “ Market mapping of Airtel Enterprise Services and penetration level in corporates of Jaipur” is an original project work carried out by Mr. MADHAV KRISHAN AGARWAL, BBA, student of ‘Faculty of Management-KMD Memorial college, Jaipur, during his internship programme at Bharti Airtel Ltd., under my guidance from 15th may 2010-30th June 2010.

Date: Maheshvari Place: College

Prof.- Ronak Faculty Guide KMD Memorial

CERTIFICATE

This is to certify that the summer training report titled “ Market mapping of Airtel Enterprise Services and penetration level in corporates of Jaipur” is an original project work carried out by Mr. MADHAV KRISHAN AGARWAL, BBA, student of Institute of KMD Memorial college, Jaipur, during his internship programme at Bharti Airtel Ltd., under my guidance from 15th may 2010 to 30th june 2010.

Date: Maheshwari Place: College

Prof. Ronak Faculty Guide KMD Memorial

CERTIFICATE BY THE FACULTY GUIDE

Certified that this project report entitled “Market mapping of Airtel Enterprise Services and penetration level in corporates of Jaipur ” is a record of project work done independently by Mr.MADHAV KRISHAN AGARWAL under my guidance and supervision and that it has not been previously formed the basis for the award of any degree, fellowship or associateship to him.

Name and Signature Faculty guide

DECLARATION

I, MADHAV KRISHAN AGARWAL, do hereby declare that the

report entitled “Market mapping of Airtel Enterprises Services and penetration level in corporates of Jaipur” is an original piece of work carried out by me at Airtel Enterprise Services, Jaipur. The abstract or any form of report has not been published earlier and it presents the original work done by me during the Summer Internship programme under BBA In Business Management, Faculty Of Management Studies –KMD Memorial college , Jaipur from 15th May, 2010 to 30th June 2010,with Bharti Airtel Limited.

Place: Jaipur Agarwarwal) Date:

(Madhav Krishan

ACKNOWLEDGEMENT
“The completion of any project depends upon the co-operation, coordination and combined efforts of several resources of knowledge, inspiration & energy.” I always knew that in an organization, the work atmosphere yields enormously on an

individual’s productivity and quality of work. The competence and expertise of people around me at AES, was a factor that motivated me to strive and achieve nothing short of perfection. Thus,I would most humbly like to thank these people without whom my project wouldn’t have materialized. I take the opportunity to acknowledge and express my deep gratitude and respect to all those who help me and provided the best out of the guidance assistance and co-operation, enhancing me successfully in bringing out this report. I am thankful to my company mentor Mr. Chand Chawat, Manager,Sales, AES- Rajasthan for giving me the opportunity to do my summer internship with AirTel. Words fall short acknowledging the support lent to me by my faculty guide Ronak Maheshwari, Dr. Mahesh Hapawat, Director, KMD Memorial College who generously shared their wisdom & expertise with me and provided an excellent guidance and general interest. I also wish to express my gratitude to my parents, teachers and friends for their continuous feedback and encouragement. Concluding, I also express my sincere thanks to the respondents who were very co-operative and were kind enough to share some of the valuable time to fill in the questionnaire and thus providing me with all the information without which the completion of the project report was impossible.

TABLE OF CONTENTS

S.No. Title Page No.

1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15.

Acknowledgement 5 Table 6 Company 7 Executive 24 Objective 26 Methodology 27 29 Limitations 32 Analysis 34 SWOT 47 Findings 52 Conclusion 53 Learning 56 Bibliography 57 Appendix 59 of

of

contents Profile Summary

Practical

Utility the

of

the Study

Project

and

Interpretation Analysis

and

Experiences

INTRODUCTION ENTERPRISES

TO

THE

GROUP:

BHARTI

Bharti Enterprise is one of India’s leading business groups with interests in telecom, agri business, insurance and retail. Bharti has been a pioneering force in the telecom sector with many firsts and innovations to its credit. Bharti Airtel Limited, a group company, is one of India’s leading private sector providers of telecommunications services with an aggregate of 40 million customers as of end of May ‘07, spanning mobile, fixed line, broadband and enterprise services across the length and breadth of India. Bharti Airtel was recently ranked amongst the top 10 best performing companies in the world in the Business Week IT 100 list. Bharti Enterprises has continued diversifying its businesses with the company venturing into telecom software development, Bharti Telesoft. Bharti Teletech is the country’s largest manufacturer and exporter of telephone terminals. Bharti also has a joint venture with ELRO Holdings India Ltd. – ‘Field Fresh Foods Pvt. Ltd’ - for global distribution of fresh fruits and vegetables to markets in Europe and USA. Bharti also has a joint venture -

‘Bharti AXA Life Insurance Company Ltd.’ - with AXA, world leader in financial protection and wealth management. Bharti has recently forayed into the retail business under a company called Bharti Retail Pvt. Ltd. It also has a MoU with Wal-Mart for the cash & carry business.

Business Division Of Bharti Enterprises

BHARTI ENTERPRISES

1. Bharti Airtel Ltd Bharti Airtel Ltd is India's leading provider of telecommunications services. The company has 4 distinct Business divisions - Mobile & telephone services, broadband services, long distance services and enterprise services. 2. Bharti TeleTech Ltd Bharti TeleTech Ltd manufactures and exports world-class telecom equipment under the brand 'Beetel'. It is the country’s largest manufacturer and exporter of telephone terminals. 3. Telecom Seychelles Ltd Telecom Seychelles Ltd provides telecom services in Seychelles, under the brand 'Airtel'. 4. Bharti Telesoft Ltd Bharti Telesoft Ltd is a Bharti venture into telecom software development that delivers best in class, revenue-critical VAS products and services to telecom carriers.

5. TeleTech Services (India) Ltd TeleTech Services (India) Ltd is joint venture with TeleTech Inc., USA. It offers a range of Customer Management Services.

6. FieldFresh Foods Pvt Ltd FieldFresh Foods Pvt Ltd is Bharti's venture with EL Rothschild Group owned ELRO Holdings India Ltd., to export fresh Agri products exclusively to markets in Europe and USA. 7. Bharti Retail Pvt Ltd Bharti Retail Pvt Ltd. is a 100% subsidiary of Bharti Enterprises. Bharti Retail will serve all regular shopping requirements of an average Indian household offering affordable prices, great quality & wider choice. Bharti Retail is looking at launching its retail outlets in multiple consumer friendly formats in several cities across India. 8. Bharti AXA Life Insurance Company Ltd Bharti AXA Life Insurance Company Ltd. is a joint venture with AXA, world leader in financial protection and wealth management.

ABOUT THE COMPANY: BHARTI AIRTEL LIMITED

Airtel comes to you from Bharti Airtel Limited, India’s largest integrated private telecom service provider. The company was incorporated in July 1995 .It is the first private telecom provider to connect India in its entirety with the world's best technology. Bharti AirTel since its inception has been at the forefront of technology and has steered the course of the telecom sector in the country with its world class products and services. The businesses at Bharti Airtel Limited have been structured into three individual strategic business units (SBU’s) – 1. Mobile services 2. Broadband & Telephone services 3. Enterprise services

PARTNERSHIPS Airtel partners with world’s finest companies like Singtel (Singapore Telecom), Ericsson, Nokia, Gateway Gulf, Google, HCL IBM and many more , to bring the best of products & service to its customers.

DIVISION OF BHARTI AIRTEL LIMITED

AES caters only to the top 2000 corporate customers having a turnover of > 500 crores and manpower of >500 employees. The carriers look after the national whereas the Mobility and ABTS caters to the corporates and SME/SMB having a turnover of <400 crores & < 300 crores and manpower of <400 & <300 employees respectively. The ABTS and Mobility also caters to the masses i.e. the individual customers.

HORIZONTAL SEGMENTATION

Bharti Airtel is segmented into Airtel Enterprise Services (AES), Corporate, SMBs/ SMEs and Transition according to the revenue and manpower of the organization. Starting 1st April 2007, an internal merger took place between AES, the Transition Accounts and some selected accounts from SMEs to form the AES New consisting of AES New Company-paid and AES New Employeepaid. The AES new is also segmented based on high profile into AES Premium and AES VIP. Airtel also cater to the Masses or the individual customers in both mobile and fixed line services. This segment is classified on the basis of ARPU and AON into New, Silver, Gold and Premium customers.

AIRTEL ENTERPRISE SERVICES (AES)

Airtel Enterprise Services is a Strategic Business Unit of Bharti Airtel, especially created to deliver the highest levels of end to end telecom solutions, backed by world class telecom infrastructure, global tie ups and six sigma quality process. It is single point of contract for all telecommunication needs for corporate customers in India and harnesses the power of alliances and leading edge technology combined with the ownership of a world class network infrastructure.

AirTel Enterprise Services brings the benefit of eight industry verticals to its customers. Focus on vertical segments brings the full benefit of our vertical domain knowledge and consequent

design of customized vertical telecom solutions to its customers.

Eight verticals that AirTel Enterprise Services focuses on are: 12 IT / ITES 13 Telecom 14 Manufacturing and Distribution 15 Services 16 Media and Distance Education 17 ISP and Carriers 18 Banking and Finance 19 Government / PSU Banks

DIVISION OF AES

AIRTEL ENTERPRISE SERVICES: MISSION & VISION

Mission 20 “To provide global telecom services and delight customers”

Vision 21 By 2010 Airtel will be the most admired brand in India: 22 23 Loved by more customers Targeted by top talent

24

Benchmarked by more business

About AES Rajasthan
Airtel Enterprise Services (AES) had recently entered Rajasthan in early January 2005 and since then it has captured about 35% of the market share in the private sector alone. Although new in the market, it has showed its potential within few months of its entrance. Penetration into the government sector still remains a hurdle for Bharti Airtel since it faced tough competition from its counterpart BSNL and local player Shyam Tele-link Ltd. At present AES Rajasthan have 30 dedicated employees out of which 25 employees are in AES Jaipur office. The current market share of Airtel in mobility in Jaipur is 43% and in fixed line it is 15%.Airtel Enterprise Services deals with the post paid connections only.

ORGANIZATIONAL STRUCTURE AT AES JAIPUR

Head Operations- AES Rajasthan is headed by the Head operations, Mr. Harsh Malhotra. All the respective Head of Departments have to report directly to the head of operations. Head Sales- The next level consists of the respective managers of different departments.The Sales department is headed by Mr. Vipul Gaumat, which includes the Voice as well as the fixed line and data sales. The manager for voice, Mr Chand Chawat, is heading the mobility sales.

HRD/ Administration: Currently the HR at AES,is performing the HR as well as the administrative functions as the office has just been shifted to a new location. CCD Head: The Customer Care & Delivery department is headed by Ms. Soumya Vyas. This department is into the customer care, support & delivery and takes care of the after-sales services. Under this department, there are: 1. Backend: Mr. Bharat Khatri heads This team. It mainly take care of the back office functions that includes activation & Deactivation of numbers, change of addresses, Change of sim card, Transfer of Responsibility (TOR), Provisioning & re-provisioning of certain package, Plan change, etc. 2. CREs: The Corporate Relationship Executives (CREs) form a link and maintain the relationship, between the company and the customers. Each CRE is assigned different accounts and they have to make weekly visits in those accounts as a follow-up whether needed or not, so that if the customers are facing any problems/complaints/query, they can resolve the problem at the earliest.

3. Retention: This team is mainly into retaining the customer and reducing churn to a percentage of <2.5%. 4. QRC & CLCM: The Query Resolution Cell (QRC) provides for any Query / Request or Complaints by the customer. The Customer Life Cycle Management (CLCM) maintains the details of the customer from the date of activation of the customer’s number, the welcome call, 1st bill call, 2nd bill call till the day the customer leaves the connection. CSD Head: The CSD department is taking care of the Leased lines, PRIs, BRIs, VSAT and VPN connections of the various corporate customers of AES. This department is further divided into the following: 1. Support/Service: This team provides service and support when the Broadband, VPN, Leased line, VSAT line is down.It ensures that the requirements of the customer are being met within the TAT.

2. Projects: This team is looking after the feasibility, installation and project implementation.

Risk Credit Collection (RCC): The collection team takes care of the billing and related issues like bill delivery, bill discrepancies, etc. This team ensures that the bills are paid on time and also make adjustments as and when required. Their main function is to maintain the bad–debts below zero. This team reports directly to the Head Operations. This team is comprised of two members Mr Vikas Bhatt taking care of the Company owned company paid (COCP) accounts and Mr Sunil Gupta taking care of the Employee owned Employee paid (EOEP) accounts.

Executive Summary

The report discuss about the training experience at AirTel Enterprise Services (AES). The initial phase of the report gives a brief idea about Bharti group, Bharti AirTel and its business division .It then discusses about AirTel Enterprise Services where we have completed our

summer internship. The interim part of the report discusses about the project done at AES .We were fortunate that we had assigned a live project which was “Market mapping of Airtel Enterprise Services and study its penetration in corporates of Jaipur” To know about the corporates of Jaipur, a market study was conducted. The Methodology, analysis, conclusion & recommendations are discussed in this report.
The last part of the report comprises of the glossaries so as to make the reader comfortable with the terms used followed by Appendix wherein I have shown questionnaire that I have used to materialize my study.

OBJECTIVES

25 To find out the current market share of the different players in mobility and fixed line.

26 To identify the position of Airtel and its competitors in tapped and untapped market. To identify the market leader in these markets.

METHODOLOGY

1.Research Design: Descriptive

2.Research Instruments: Various instruments have been used in interpreting and communicating our findings like pie charts, percentage and average etc.

3.Nature of Data: Primary Data: - Primary Data was collected with the help of a Schedule. The Research is being conducted in the form of direct account interaction to get the complete picture about the plans and process being carried out in the corporate group. A detailed and descriptive questionnaire was prepared to gather the whole information. Secondary Data: - Secondary data was gathered through observation, literature ,journals and internet. 4.Sample Size: 160 organizations (As assigned by Project Mentor at Airtel). 5.Sample Unit: Various Governments/Semi-Government/Autonomous Organizations. 6.Sampling Procedure: Judgmental Sampling 7.Area Covered: The area of our project was restricted to Jaipur only.As the companies were scattered all over jaipur city,we covered all those areas where these companies exist.

8.Data Analysis: Based on the principle of organizational mapping, where general perceptions of respondents were measured with general data analysis (in form of percentage share, pie charts etc.). 9.Time frame: 45 days.

Practical Utility Of The Project

27 The Analysis of the study helped the company to first identify its market share. 28 Further , it helped to know which areas were to be strengthened. 29 It also helped to know the competetitors market share , their strategies, their price plans. 30 It helped us to have an exposure of the corporate world ,their working

style,their innovations ,employee strength, what services they are providing and also their goodwill. 31 It further gave us the chance to interact , discuss and inform people about the mobile operations and services of Airtel. 32 This market mapping also helped us to develop management skills that would assist us in making “real life” decisions about how much effort and resources to invest. 33 This project also helped network and service operators to develop new business actions and provide profitable services in an integrated mobile world. 34 We performed the critical review of the already existed market share. 35 We established a performance baseline for future usage by the company. 36 We built stimulation to access the performance of the selected schemes and finally compare their performance and complexity.

37 Extensive complexity assessment later confirmed by implementation and testing have confirmed the performance improvement and feasibility of the project. 38 This brought the conclusion that these techniques brought very worthwhile improvements. 39 Overall we considered this project very successful and fully inline with programme. 40 We also generated leads to the account managers in case new requirement from the existing accounts. 41 On particular the intraction with new officers technical team and administration team has provided important inputs that have helped us to maximize the value of results for the companies participating in Airtel market.

Limitations Of The Study
Although enough care and precaution have been taken during the project there are some limitations, which might affect the result of the study. It is common practice that difficulties are always encountered when one starts to do some new work. 42 It is possible that the respondents would not have provided us with true information. This can affect the final result of the study. 43 In some cases where the concerned person was not available we had to rely on information provided by some secondary sources. 44 The time period for the study was less to furnish the assigned project. 45 It was also felt that we had to explain about our status from time to time to each of the persons.

46 As it was a summer project so at the time of the data collection we felt this comfort due to hot weather. 47 Some persons angrily refused to give any information due to the reason that this will not serve any purpose for them.

ANALYSIS & INTERPRETATION

Market Share Of AES in Mobility (Govt.Sector)

10% 25% 65% Others AES BSNL

Interpretation : From the above graph, it is clear that BSNL is leading with 65% market share in mobility in government sector. Airtel is following BSNL with 25% market share. The remaining 10% consists Hutch, Tata Indicom, Idea, and Reliance etc. Bharat Sanchar Nigam Ltd. (BSNL) dominates the telephone services in Rajasthan accounting for a total of 34 lakhs connections, out of which 15 lakhs are cellular mobile connections

Market Share Of AES in Mobility (Private Sector)

4% 25% 40%

10%

21%

AES BSNL Reliance Hutch Others

Intepretation : AirTel is the market leader in Mobile Services in private sector followed by BSNL, Hutch & Reliance. Launched in February 2002 in Rajasthan, AirTel has penetrated 40% of the market. BSNL, Hutch, Reliance and others is following AES with the market share of 21%,25%,10% & 4% respectively in private sector.

Overall Market Share Of AES in Mobility (Jaipur City)

14% 16%

1%

2% 43%

24%

Airtel Hutch Reliance BSNL Tata Indicom Idea

Interpretation: From the above graph it is clear that Airtel is the leader in Mobility in Jaipur with 43% market share. Hutch is following Airtel with 24% market share and is the biggest competitor of Airtel.Reliance and BSNL as the market share of 16% and 14 % respectively. Tata Indicom and Idea have the least market share of 1 % and 2% respectively.

Market Share of AES in Fixed Telephony (Govt.Sector)

10%
BSNL Rainbow

90%

Interpretation: In the Government sector BSNL continue to dominate as the leader with 90% stake and Rainbow far from it at 10%. The government sector still remains untapped and impenetrable because of the psychological attachment of the customers with BSNL.

Market Share Of AES in Fixed Telephony (Private Sector)

35%

35%

10%

20%

AES BSNL Reliance Rainbow

Interpretation: The private sector remains the only sector where the private players felt their strong presence. Bharti Airtel and Rainbow top the list in fixed line, each with 35% market share in Rajasthan itself. This is closely followed by BSNL with 20% and Reliance 10%.

Overall Market Share Of AES in Fixed Telephony (Jaipur City)

23% 7%

2%

15%

53%

Airtel BSNL Reliance Rainbow Tata Indicom

Interpretation: In fixed line BSNL has the highest market share of 53 % and it is leading the market.Rainbow has a market share of 23 % . Airtel is following Rainbow with 15 % market share.Reliance and Tata Indicom are in the market with the market share of 7 % and 2 % and trying their best the compete others.

Corporate Customers’ Profile (Company Owned Company Paid & Company Owned Self Paid)

30%

COCP COSP

70%

Interpretation: The above figure shows that about 70% customers are using company paid connections that is the bill comes under the name of the company. The graph also depicts that 30% customers are using self paid connections in mobile that is either the customer pays the bill by his own or it is reimbursed by the company.

Corporate Customers Using Different Data-Cards

12% 20% 45% Reliance Airtel Tata Indicom Rainbow 23%

Interpretation: Reliance is leading in the data card connections with 45% customers using Reliance data card. Airtel is holding the second place with 23 % data card users. Tata Indicom has 20% data card users.Remaining 12 % users are using Rainbow data card.

Average Expenditure Of The Corporate Customers On Mobiles

11%

28% 61%

below Rs.800 per month Rs.800-Rs.1200 per month more than Rs.1200 per month

Interpretation: As per our survey the above graph depicts that 61 % customers have the average expenditure below Rs.800 per month.28 % customers have the average expenditure between Rs.800 –Rs.1200 per month.11% customers have the average expenditure more than Rs.1200 per month.

SWOT ANALYSIS

-

Strengths

48 Established image 49 Telecom core business 50 National Footprint 51 Largest Cellular Service Provider

52 Various Services with up to date technology 53 40000 km of lead fibre 54 Proactive approach in widening network technology 55 Cost effective plans 56 Excellent and aggressive after sales services

Weaknesses

57 Fewer schemes and slightly inflexible package. 58 Up till now major focus on cellular service expansion. 59 Advertisement campaign skewed towards cellular. 60 Weak linkage with Govt. & semi Govt. organizations. 61 Yet to emerge as a significant ISP.

Opportunities

62 Large untapped market associated with Govt. & semi Govt. organizations 63 One Stop shop concept & its cost effectiveness yet to be promulgated to enterprise customers 64 Other major players not really integrated service providers as yet.

Threats

65 Lack of level playing field for Pvt. Players (monopoly of NIC & MTNL persisting). 66 Other players like Reliance, Tata approaching fast towards national footprint. 67 Rat race amongst players on Bill Plan & schemes. Airtel is slow to react.

68 Lack of enabling contact development with Govt. Departments

FINDINGS
69 The market study was done for both private and govt. departments. After doing the entire market study, it is clearly evident that Government segment has a great potential. 70 After doing the entire market study we Came on the conclusion that Airtel is the market leader in mobility with 43 % market share .In fixed line BSNL was leading with a market share of 53 %. 71 Relance is leadng in the data card connections.

72 We also found that the average revenue was generally below or equal to Rs. 800 per month in most of the cases. 73 From the analysis it may be concluded that there is a large variation between private sector and govt. sector.

CONCLUSIONS
Most of the employees in govern
74

ment departments prefer to use BSNL services. If we at Bharti AirTel can remove the psychological barrier, we can easily penetrate into this segment.

75 At AES we only provide Post paid mobile connection (for corporate clients) and not the pre paid connections. Pre paid customers and the Post paid customers (Mass) are catered by different departments of AirTel which is the Mobility Department. To overcome this AES has come out with post paid plans specially designed for government employees of Rajasthan. The benefit of these plans is its low tariff and

more importantly the free CUG (close user group) facility. The tariff could not be mentioned because of company’s legal policy. 76 Because most of the employees could not avail the Telecom benefit from the government so they prefer to stick to Pre paid services rather than going for Post Paid services. Major reason why employees in government department prefer a particular mobile service is due to the influence of services being used at their homes or either by their family members. If we can come out with plans in which tariff on few AirTel number can be made free than employees will be more inclined in using AirTel Services as they can have AirTel connections for family and can thus reduce their telecom expenses. For selling of Mobile connections AES has three channels across Jaipur. These channels are outsourced but are controlled by Account Managers, which are employees of AES. 78 To promote our product we are in regular follow up with the government departments to have our canopies at their premises.

77

79 As after the entire study it is clearly evident that BSNL being government governed has positioned itself as “most reliable ” into the minds of government employees.

LEARNINGS & EXPERIENCES

Our summer training at Airtel Enterprise Services proved a great platform where we learned many things. First of all being with a big corporate house gave us great corporate exposure. We were fortunate that we were assigned a Live Project where we were suppose to conduct a Market mapping of Airtel Enterprise Services and penetration level in corporates of Jaipur. During our study we met across several senior officials of private and government departments across Jaipur, this helped us to improve our communication skills and more importantly how to deal with such senior officials. There were some moments wherein some officials did not entertain us ni and there were some officials who entertained very nicely. This, we believe is also a part of learning we had during my study as we learned how to handle such situations. Simultaneously we visited few accounts along with the sales people, this helped us to learn how to pitch customers for sales & also how to approach them in a right manner. With kind support of our mentor we were allowed to visit other departments of the organization, which helped us, understand the process better.

BIBLIOGRAPHY

Websites 80 www.airtel.in 81 www.google.com 82 www.bhartiairtel.in

83 www.bharti.com 84 www.airtelworld.com 85 Outlook (February 2010) Periodicals 86 Bharti Today 87 Airtel Press Releases Books 88 Research Methodology by C.R.Kothari. 89 Marketing Management by Philip Kotler.
90

Marketing Management by Namakumari.

APPENDIX

Appendix-I: Glossary
S No. 1 2 3 4 5 6 7 8 9 10 Abbreviation AES GSM DSL BCL ABTS GPRS PRI BRI C.P S.P Expanded Form AirTel Enterprise Services Global Service for Mobile Communication Digital Subscriber Line Bharti Cellular Limited AirTel Broadband & Telephone Services General Packet Radio Service Primary Rate Interface Basic Rate interface Company Paid Self Paid

11 12 13 14 15 16 17 18 19 20 21 22 23

CSD ARC TRAI GAD BIP SR TAT QRC DEL DSL GPRS VAS SIM

Customer Service & Delivery AirTel Relationship Centre Telecom Regulatory Authority of India General Administrative Department Bureau of Investment Promotion Service Request Turn Around Time Query Resolution Cell Direct Exchange Line Direct Subscriber Line General Packet Radio Service Value Added Services Subscriber Identity Module

Appendix-II : Questionnaire

Research of Telecom Usage in Corporates (Individual & Organizational Level) Name ________________ Contact No. ____________ Name of the Organization -______________________ Designation & Department -_____________________

91 Which telecom Service provider is providing services in your organization/Department: a. Fixed Line (Organization) a. BSNL b. AirTel c. Rainbow d. Other 92 Mobile (Individual) a. BSNL b. AirTel c. Hutch d. Other

93 What is the monthly expenditure of Fixed line phone (Organization/Department). a. 5000 – 10000 b. 10000-15000 c. 15000- 25000 d. Greater than 25000

94 What is the monthly expenditure of Mobile Phone (Individual) a. 0- 500 b. 500- 1000 c. 1000- 2500 d. Greater than 2500

4. Are you satisfied with the services being offered in terms of Connectivity? (Please Tick if Yes) a. Mobile to Mobile c. Fixed line to Fixed Line b. Mobile to Fixed Line d. Fixed Line to Mobile

5. Are you satisfied in terms of Tariff (Mobile)? (Please tick if Yes) a. Local b. STD c. Roaming

6. Are you satisfied with after sales Services? _____________________________________________________ _____ 7. Is any Specific plan being offered to your organization in Fixed

Line / Mobile? ____________________________________________________ _____ 95 Is your Mobile Connection Company Paid or Self Paid? ___________________________________________________ ______ 96 How many connections are been used in the your organization/Department: (nos.) 97 Fixed Line - __________ _____________ 98 What are the other benefits being provided by the service provider? ________________________________________________ 11. What other benefits you expect from the Service provider? _____________________________________________________ _____ b. Mobile -

Appendix-III : Awards & Key Developments

‘CEO OF THE YEAR’ SUNIL MITTAL was adjudged ‘CEO of the Year’ in the service provider category at the prestigious Frost & Sullivan Asia Pacific ICT Awards 2006. In addition, Bharti Airtel also bagged the coveted ‘Wireless Service Provider of the Year’ Award and the ‘Competitive Service Provider of the Year’ Award for the year. Business Week IT Top 10 BHARTI AIRTEL created history by being ranked among the top 10 best performing companies in the world in the Business Week IT 100 list. The report by the globally renowned magazine describes Bharti as a “highly innovative company”. Asia Business Week 50 BHARTI AIRTEL has been ranked 13th in Asia Business Week’s annual ranking of Asia’s 50 best performing companies.

IETE Honorary Fellowship The Institute of Electronics and Telecommunication Engineers (IETE) has conferred its highest honour ‘The Honorary Fellowship’ on Sunil Mittal for his scientific vision and invaluable contribution to the progress of electronics & telecommunications. The past recipients list includes some very distinguished names – Dr. S. Radhakrishnan (1955), Pt. Jawahar Lal Nehru (1963), Mr. Lal Bahadur Shastri (1965), Dr. Homi J. Bhabha (1966), Mr. Ratan N. Tata (1992), Dr. A.P.J. Abdul Kalam (1994).

Most Admired Knowledge Enterprise BHARTI AIRTEL was nominated among India's Most Admired Knowledge Enterprises (MAKE) in 2006 at the INFOVISION Summit held in Bangalore. It is the only telecom services company to be a part of the prestigious list of MAKE 2006. MIS Asia IT Excellence Award 2006 BHARTI AIRTEL won the MIS Asia IT Excellence Awards for the year 2006. The company won the awards in two categories – the ‘Best Bottom Line IT’ and ‘Best Knowledge Management’. The Awards recognize companies for outstanding performance in IT implementation. Bharti is the first Indian telecom company to win the awards in these categories. CNBC-TV18 CFO Awards AKHIL GUPTA was nominated as the ‘Best CFO of the Year’ and ‘Best Performing CFO in the Telecommunications Sector’ at the first ‘CNBC-TV18 CFO Awards for India’. He also won the ‘Best CFO of the Year - People’s Choice’ award.

Awaaz Consumer Awards 2006 BHARTI AIRTEL won the ‘Most Preferred Cellular Service Provider’ Award at the Awaaz Consumer Awards 2006. The award was based on a comprehensive study by Awaaz, a part of the CNBC-TV18 network, in association with AC Nielsen-ORG Marg across 21 major cities with more than 10,000 registered respondents.

Top Fixed Line Phone Award BHARTI TELETECH LIMITED has been awarded the ‘Top Fixed Line Phone Company Award’ for 2006 by ‘Voice & Data’. The award is a reaffirmation of Beetel’s market leadership in the Fixed Line Phone Segment in the country.

Telecom Man of the Year 2006 SUNIL MITTAL was chosen as the Telecom Man of the Year 2006 by ‘Voice & Data’.The award is in recognition of his pioneering contribution in the field of Indian Telecom.

Key Developments : 2006-07

99 • On January 18, 2007, Bharti Airtel received a Letter of Offer from Telecommunications Regulatory Commission of Sri Lanka to provide 2G and 3G mobile services in Sri Lanka. 100• Airtel Launched Airtel ‘CallHome’ service across 50 states in the United States of America on December 7, 2006. With this service, Airtel can now connect 2.5 million NRIs to their loved ones back in India. 101• Airtel partnered with Google on November 30, 2006 to offer search services on Airtel Live Mobile portal. The Google search engine will enable Airtel users to use the Google search to easily access content. 102 103 104• Airtel launched 'SongCatcher' - India's First Ever Instant Music on Mobile on November 17, 2006. This innovative service completely transforms the way mobile users can download songs of their choice. 105• Bharti Airtel and Microsoft entered into a strategic partnership to offer Software and Services for Small and Medium Business (SMB) Market in India on November 12, 2006. 106 107• Bharti Airtel (Mobility) was adjudged 2006 “Most Customer Responsive Telecom Company” in India by the Avaya-

Economic Times Global Connect Awards for the second year in a row.

108• On January 05, 2007 Bharti’s Unified Access Service Licenses for Tamilnadu and Chennai service areas were merged into a single license in accordance with the DoT notification dated September 15, 2005. 109 110

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