SUMMER TRAINING PROJECT REPORT (MBA-035) On CUSTOMERS SATISFACTION ABOUT AFTER SALE SERVICES IN AIRTEL

SUBMITTED IN PARTIAL FULFILLMENT OF THE REQUIREMENT FOR MBA DEGREE PROGRAMME Of

MAHAMAYA TECHNICAL UNIVERSITY, NOIDA SESSION- (2011-2012)

SUBMITTED TO:
Mr.Ran Vijay Singh HOD DEPTT.OF BUSINESS ADMINISTRATION

SUBMITTED BY:
Neeraj Kumar Roll No: 1034070013 MBA-3rd SEMESTER

VIVEKANANDA COLLEGE OF TECHNOLOGY AND MANAGEMENT ALIGARH

PREFACE
MBA Programme is one of the most reputed professional courses in the field of management. This course includes both theory and its Applications as per contents of its curriculum. Industrial Training is an integral part of MBA Program of VCTM, Aligarh (U.P.). It give exposure to our practical knowledge and also to get interact with the various aspects of present market conditions. Each student is required to undergo practical training in an industrial organization after the completion of second semester examination.

The research report program is designed to give the managers the future of the corporate happenings and work culture. The real life situation is really different from the stimulated exercise enacted in an artificial environment inside. The research report program is designed, so that the managers of tomorrow do not feel when the time comes to take responsibilities. Airtel is launching the largest, most complex information and communication business network anywhere in the World.

Airtel is in process of establishing a nationwide high capacity integrates and coverage digital network to offer services for enterprise and individual, application and consulting.

The experience that I have got during this period has given me with a orientation which I believe will help me to shoulder any task successfully in near future. 2

I have tried my best to arrange my work in a systematic and chronological way. However to cover detailed information of the organization in such a short period was impossible. Despite the inherent shortcomings of the study, a genuine attempt was made on my part to see that the study was carried out in the right respective.

ACKNOWLEDGEMENT
In order to achieve something concrete, there in continuous need of guidance, inspiration & help. For all these aforementioned sections of my work that tends towards in the successful study of costumer satisfaction in south Delhi. It is humble attempt to sketch the contribution of all these persons who have directly or indirectly given their precious time & help along with project guidance for carving this report in the following shape. I also thank my faculty guide Harsh Pratap Singh, MBA, VCTM - Aligarh for the valuable support. Last but not the least I would like to pay thanks to my friends and others who are directly or indirectly help me in providing information and sharing with me their precious time.

(Neereaj Kumar)

DECLARATION
I Neeraj Kumar student of MBA, Vivekananda College Of Technology &

Management, Aligarh approved by AICTE affiliated to MMTU here by declares that the summer training report on A STUDY CUSTOMER SATISFACTION ABOUT AFTER SALES SERVICES IN AIRTEL. Further, I also declare that I have tried my best to complete this report a most sincerely and accuracy ,even then if any mistake or error has been crept in ,I shall most humbly request the readers to point out those errors or omission and guide me for the removal of those errors in the future.

Neeraj Kumar (3rd SEM) VCTM, Aligarh

EXECUTIVE SUMMARY
A small, sincere and dedicated step towards the fulfillment of my responsibilities and duties ensured me a giant leap to accumulate knowledge and real life exposure to business during my summer training period. My first experience of the corporate world started with a well reputed company in telecom industry, BHARTI AIRTEL LIMITED. The project assigned to me was challenging and very knowledgeable from the marketing point of view In relation to the project titled, Customer Satisfaction and after Sales Services in Airtel, I prepared a questionnaire consisting sixteen questions. Then I visited 3 offices of airtel and to get filled those questionnaires i met the prospective customers and customers coming for different purposes in airtel. I selected the offices in south Delhi. I got the questionnaire filled by them. I got filled the questioner from 150 general customers and selected 100 questioniers as sample size from these customers. The whole procedure took 30 days to get completed. The purpose of this project was to find the liking and disliking of the customers regarding airtel. In fact the company had launched YOUTH

PACK that is the new connection plan of Airtel. This plan had been introduced for targeting the youth segment. Since most of the youth are college goers. So I choose two university institutes for conducting my survey. This plan was available in the market for Rs. 120-150 depending upon the bargaining capacity of the customer as well as market location. The M.R.P. of this plan was Rs.299.This plan has the three months validity. It used to give talk value of Rs 100 for AtoA calling and of Rs 30 for A to Other calling. The research brought out the fact that why Airtel is liked or disliked. The cause of liking was its strong network coverage that facilitates the uninterrupted calling anywhere even in the

remote areas of the city while the cause of disliking was its costlier call rate in comparison to other brands.

CONTENTS
1. CHAPTER 1.1 Introduction of topic 1.2 Objective of the study 2.

CHAPTER
2.1

Introduction of the Industry

3. CHAPTER 3.1 Introduction of the Company

4. CHAPTER
4.1 Research Methodology

5. CHAPTER
5.1 Data Analysis And Interpretation

6. CHAPTER 6.1Findings 6.2 Suggestions 6.3Recommendations

6.4 Conclusion 6.5 Limitations 6.6 Bibliography 6.7 Appendix

 INTRODUCTION OF TOPIC OBJECTIVE OF STUDY

INTRODUCTION OF TOPIC A study of customer satisfaction about after sales services in Airtel: Let we discuss first about Customer
A party that receives or consumes products (goods or services) and has the ability to choose between different products and suppliers. See also buyer. Entity within a firm who establishes the requirement of a process (accounting, for example) and receives the output of that process (a financial statement, for example) from one or more internal or external suppliers.

Customer needs
Problems that customers intend to solve with the purchase of a good or service. See also customer expectations and customer requirements.

Customer service
All interactions between a customer and a product provider at the time of sale, and thereafter. Customer service adds value to a product and builds enduring relationship.

Customer satisfaction
The degree of satisfaction provided by the goods or services of a company as measured by the number of repeat customers. The mobile companies have formulated various marketing strategies to meet their specific targets. Even though AIRTEL plans are costing high. it has still made its good market value. Each player has a unique set of strengths and weaknesses. Through the market survey it has become apparent that AIRTEL is leading the chart of providing services

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OBJECTIVES OF THE STUDY

The major objectives of research projects are as follows: To analyze the satisfaction level of customers from Airtel. To study the factors which influence the customer to use Airtel?

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 INTRODUCTION OF INDUSTRY

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PARTNERS OF THE ORGANIZATION

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 companys mobile network equipment partners include Ericsson and Nokia. In the case of the broadband and telephone services and enterprise services (carriers), equipment suppliers include Siemens, Nortel, Corning, among others. The Company also has an information technology alliance with IBM for its group-wide information technology requirements and with Nortel for call center technology requirements. The call center operations for the mobile services have been outsourced to IBM Daksh, Hinduja TMT, and Teletech & Mphasis Telecom giant Bharti Airtel is the flagship company of Bharti Enterprises. The Bharti Group has a diverse business portfolio and has created global brands in the telecommunication sector. Bharti enterprises has been at the forefront of technology and has revolutionized telecommunications with is world-class products and services. It was established in 1976. Bharti has recently forayed into retail business as Bharti Retail Pvt. Ltd. under a MoU with Wal-Mart for the cash & carry business. It has successfully launched an international venture with EL Rothschild Group to export fresh agri -products exclusively to markets in Europe and USA and has launched Bharti AXA Life Insurance Company Ltd under a joint venture with AXA, world leader in financial protection and wealth management. Bharti Airtel has crossed the 40 million-mobile customer milestone becoming the first Indian mobile services provider and the 10th in the world to join an exclusive list of

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global telecom operators with more than 40 million mobile customers from a single country. It took Airtel 11 years to reach the 20 million customer landmark and another 13 months to add the next 20 million customers. Airtel's lead over Hutch widened from 2 million in March 2006 to over 11 million in April 2007. Similarly, its lead over Idea and BSNL increased from 11 million to 24 million and from 0.5 million to 8 million, respectively. Currently, Airtel is present in nearly 4,700 census towns and over 200,000 non-census towns and villages covering 59% of the country's population. The company plans to roll out more than 30,000 cell sites in FY08 to increase its population coverage to 70%. The head office of Bharti stands in front of QUTUB MINAR, New Delhi and aims to reach as high as QUTUB MINAR regarding customer satisfaction. It has added some feathers in its crown which include: Airtel become the first GSM operator in the country to cross the 10 million customer milestone. Airtel Express yourself campaign wins two Silvers at the prestigious AAAI awards for Brand campaign of the year and best Advertising film, amidst stiff competition from 37 advertising agencies. Airtel adds another first becomes the first private sector mobile service to launch operation in J&K. Airtel live launched- the most comprehensive mobile portal featuring movies, music, mobile games& sports on the mobile.

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Airtel the 9th best company in terms of quality service in a world survey of companies.

Telecommunication is the transmission of information over significant

distances to communicate. In earlier times, telecommunications involved the use of visual signals, such as beacons, smoke signals, semaphore telegraphs, signal flags, and optical heliographs, or audio messages via coded drumbeats, lung-blown horns, or sent by loud whistles, for example. In the modern age of electricity and electronics, telecommunications now also includes the use of electrical devices such as telegraphs, telephones, and teleprinters, the use of radio and microwave communications, as well as fiber optics and their associated electronics, plus the use of the orbiting satellites and the Internet. A revolution in wireless telecommunications began in the first decade of the 20th century with pioneering developments in wireless radio communications by Nikola Tesla and Guglielmo Marconi. Marconi won the Nobel Prize in Physics in 1909 for his efforts. Other highly notable pioneering inventors and developers in the field of electrical and electronic telecommunications include Charles Wheatstone and Samuel Morse (telegraph), Alexander Graham Bell (telephone), Edwin Armstrong, and Lee de Forest (radio), as well as John Logie Baird and Philo Farnsworth (television). Telecommunications play an important role in the world economy and the worldwide telecommunication industry's revenue was estimated to be $3.85 trillion in 2008.[1] The service revenue of the global telecommunications industry was estimated to be $1.7 trillion in 2008, and is expected to touch $2.7 trillion by 2013.

TELECOM NETWORK
A communications network is a collection of transmitters, receivers, and communications channels that send messages to one another. Some digital communications networks contain one or more routers that work together to transmit information to the correct user. An analog communications network consists of one or more switches that establish a connection between two or more users. For both types of network, repeaters may be necessary to amplify or recreate the signal when it is being transmitted over long distances. This is to combat attenuation that can render the signal indistinguishable from the noise.

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Telecommunication and government

Many countries have enacted legislation which conform to the International Telecommunication Regulations establish by the International Telecommunication Union (ITU), which is the "leading UN agency for information and communication technology issues." In 1947, at the Atlantic City Conference, the ITU decided to "afford international protection to all frequencies registered in a new international frequency list and used in conformity with the Radio Regulation." According to the ITU's Radio Regulations adopted in Atlantic City, all frequencies referenced in the International Frequency Registration Board, examined by the board and registered on the International Frequency List "shall have the right to international protection from harmful interference." From a global perspective, there have been political debates and legislation regarding the management of telecommunication and broadcasting. The history of broadcasting discusses some of debates in relation to balancing conventional communication such as printing and telecommunication such as radio broadcasting. The onset of World War II brought on the first explosion of international broadcasting propaganda. Countries, their governments, insurgents, terrorists, and militiamen have all used telecommunication and broadcasting techniques to promote propaganda.[ Patriotic propaganda for political movements and colonization started the mid 1930s. In 1936, the BBC did broadcast propaganda to the Arab World to partly counter similar broadcasts from Italy, which also had colonial interests in North Africa Modern insurgents, such as those in the latest Iraq war, often use intimidating telephone calls, SMSs and the distribution of sophisticated videos of an attack on coalition troops within hours of the operation. "The Sunni insurgents even have their own television station, Al-Zawraa, which while banned by the Iraqi government, still broadcasts from Erbil, Iraqi Kurdistan, even as coalition pressure has forced it to switch satellite hosts several times."

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Modern telecommunication
.Telephone In an analog telephone network, the caller is connected to the person he wants to talk to by switches at various telephone exchanges. The switches form an electrical connection between the two users and the setting of these switches is determined electronically when the caller dials the number. Once the connection is made, the caller's voice is transformed to an electrical signal using a small microphone in the caller's handset. This electrical signal is then sent through the network to the user at the other end where it is transformed back into sound by a small speaker in that person's handset. There is a separate electrical connection that works in reverse, allowing the users to converse. The fixed-line telephones in most residential homes are analog that is, the speaker's voice directly determines the signal's voltage. Although short-distance calls may be handled from end-to-end as analog signals, increasingly telephone service providers are transparently converting the signals to digital for transmission before converting them back to analog for reception. The advantage of this is that digitized voice data can travel side-by-side with data from the Internet and can be perfectly reproduced in long distance communication (as opposed to analog signals that are inevitably impacted by noise). Mobile phones have had a significant impact on telephone networks. Mobile phone subscriptions now outnumber fixed-line subscriptions in many markets. Sales of mobile phones in 2005 totalled 816.6 million with that figure being almost equally shared amongst the markets of Asia/Pacific (204 m), Western Europe (164 m), CEMEA (Central Europe, the Middle East and Africa) (153.5 m), North America (148 m) and Latin America (102 m). In terms of new subscriptions over the five years from 1999, Africa has outpaced other markets with 58.2% growth. Increasingly these phones are being serviced by systems where the voice content is transmitted digitally such as GSM or W-CDMA with many markets choosing to depreciate analog systems such as AMPS.There have also been dramatic changes in telephone communication behind the scenes. Starting with the operation of TAT-8 in 1988, the 1990s saw the widespread adoption of systems based on optic fibres. The benefit of communicating with optic fibers is that they offer a drastic increase in data capacity. TAT-8 itself was able to carry 10 times as many telephone calls as the last copper cable laid at that time and today's optic fibre cables are able to carry 25 times as many telephone calls as TAT-8.] This increase in data capacity is due to several factors: First, optic fibres are physically much smaller than competing technologies. Second, they do not suffer from crosstalk which means several hundred of them can be easily bundled together in a single

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cable.] Lastly, improvements in multiplexing have led to an exponential growth in the data capacity of a single fibre. Assisting communication across many modern optic fibre networks is a protocol known as Asynchronous Transfer Mode (ATM). The ATM protocol allows for the side-by-side data transmission mentioned in the second paragraph. It is suitable for public telephone networks because it establishes a pathway for data through the network and associates a traffic contract with that pathway. The traffic contract is essentially an agreement between the client and the network about how the network is to handle the data; if the network cannot meet the conditions of the traffic contract it does not accept the connection. This is important because telephone calls can negotiate a contract so as to guarantee themselves a constant bit rate, something that will ensure a caller's voice is not delayed in parts or cut-off completely. There are competitors to ATM, such as Multiprotocol Label Switching (MPLS), that perform a similar task and are expected to supplant ATM in the future.

Modern growth
A large population, low telephony penetration levels, and a rise in consumer spending power has helped make India the fastest-growing telecom market in the world. The market's first operator was the state-owned Bharat Sanchar Nigam Limited (BSNL), created by corporatization of the Indian Telecommunication Service, a government unit formerly responsible for provision of telephony services. Subsequently, after the telecommunication policies were revised to allow private operators, companies such as Bharti Airtel, Reliance Communications, Tata Teleservices, Idea Cellular, Aircel and Loop Mobile have entered the market (Bharti Airtel currently being the largest telecom company in India). In the fiscal year 2008-09, rural India outpaced urban India in mobile growth rate. The total number of telephones in the country stands at 885.99 million, while the overall tele-density has increased to 73.97% as of June 30, 2011. Mobile telephony experiences growths at rates such as 11.41 million subscribers a month, which were added in June 2011.

History
Telecom in the real sense means the transfer of information between two distant points in space. The popular meaning of telecom always involves electrical signals and as a result, people often exclude postal or any other raw telecommunication methods from its 18

meaning. Therefore, the history of Indian telecom can be started with the introduction of telegraph.

Introduction of the telephone

In 1880, two telephone companies namely The Oriental Telephone Company Ltd. and The Anglo-Indian Telephone Company Ltd. approached the Government of India to establish telephone exchanges in India. The permission was refused on the grounds that the establishment of telephones was a Government monopoly and that the Government itself would undertake the work. In 1881, the Government later reversed its earlier decision and a licence was granted to the Oriental Telephone Company Limited of England for opening telephone exchanges at Calcutta, Bombay, Madras and Ahmedabad and the first formal telephone service was established in the country. On the 28th January 1882, Major E. Baring, Member of the Governor General of India's Council declared open the Telephone Exchanges in Calcutta, Bombay and Madras. The exchange in Calcutta named the "Central Exchange", was opened at third floor of the building at 7, Council House Street, with a total of 93 subscribers. Later that year, Bombay also witnessed the opening of a telephone exchange.

Indian telecom sector: recent policies

All villages shall receive telecom facilities by the end of 2002. A Communication Convergence Bill introduced in the Parliament on August 31, 2001 is presently before the Standing Committee of Parliament on Telecom and IT. National Long Distance Service (NLD) is opened for unrestricted entry. The International Long Distance Services (ILDS) have been opened to competition. The basic services are open to competition. In addition to the existing three, a fourth cellular operator, one each in four metros and thirteen circles, has been permitted. Cellular operators have been permitted to provide all types of mobile services including voice and non-voice messages, data services and PCOs utilizing any type of network equipment, including circuit and/or package switches that meet certain required standards. Policies allowing private participation have been announced as per the New Telecom Policy (NTP), 1999 in several new services, which include Global Mobile Personal Communication by Satellite (GMPCS) Service, digital Public Mobile Radio Trunked Service (PMRTS) and Voice Mail/ Audiotex/ Unified Messaging Services. Wireless Local Loop (WLL) has been introduced to provide telephone connections in urban, semi-urban and rural areas promptly. Two telecom PSUs, VSNL and HTL have been disinvested. 19

Steps are being taken to fulfill Universal Service Obligation (USO), funding, and administration. A decision to permit Community Phone Service has been announced. Multiple Fixed Service Providers (FSPs) licensing guidelines were announced. Internet Service Providers (ISPs) have been allowed to set up International Internet Gateways, both Satellite and Landing stations for submarine optical fiber cables. Two categories of infrastructure providers have been allowed to provide end-toend bandwidth and dark fiber, right of way, towers, duct space etc. Guidelines have been issued by the Government to open up Internet telephony (IP).

Telecommunications Regulatory Environment in India

LIRNEasia's Telecommunications Regulatory Environment (TRE) index, which summarizes stakeholders perception on certain TRE dimensions, provides insight into how conducive the environment is for further development and progress. The most recent survey was conducted in July 2008 in eight Asian countries, including Bangladesh, India, Indonesia, Sri Lanka, Maldives, Pakistan, Thailand, and the Philippines. The tool measured seven dimensions: i) market entry; ii) access to scarce resources; iii) interconnection; iv) tariff regulation; v) anti-competitive practices; and vi) universal services; vii) quality of service, for the fixed, mobile and broadband sectors. The results for India, point out to the fact that the stakeholders perceive the TRE to be most conducive for the mobile sector followed by fixed and then broadband. Other than for Access to Scarce Resources the fixed sector lags behind the mobile sector. The fixed and mobile sectors have the highest scores for Tariff Regulation. Market entry also scores well for the mobile sector as competition is well entrenched with most of the circles with 45 mobile service providers. The broadband sector has the lowest score in the aggregate. The low penetration of broadband of mere 3.87 against the policy objective of 9 million at then end of 2007 clearly indicates that the regulatory environment is not very conducive.

Revenue and growth

The total revenue in the telecom service sector was 86,720 crore (US$19.3 billion) in 200506 as against 71,674 crore (US$16 billion) in 2004-2005, registering a growth of 21%.estimted revenue of FY'2011 is Rs.835 crore (US$ 19 Bn Approx).The total investment in the telecom services sector reached 200,660 crore (US$44.7 billion) in 200506, up from 178,831 crore (US$39.9 billion) in the previous fiscal. Telecommunication is the lifeline of the rapidly growing Information Technology industry. Internet subscriber base has risen to more than a 100 million in 2010. Out of this 11.47 million were broadband connections. More than a billion people use the Internet globally. Under the Bharat Nirman Programme, the Government of India will ensure that 66,822 revenue villages in the country, which have not yet been provided with a Village Public Telephone (VPT), will be connected. However doubts have been raised about what it would mean for the poor in the country. It is difficult to ascertain fully the employment potential of the 20

telecom sector but the enormity of the opportunities can be gauged from the fact that there were 3.7 million Public Call Offices in December 2005 up from 2.3 million in December 2004. The Total Revenue of Indian Telecom Services company is likely to exceed Rs 200000 Cr ( US$ 44 Bn approx) for FY 11-12 based on FY 10-11 nos and latest quarterly results. These are consolidated nos including foreign operation of Bharti Airtel. The major contributions to this revenue are as follows: Bharti Airtel 65,060 Reliance Comm 31,468 Idea Cellular 16,936 Tata Comm 11,931 MTNL 4,380 TTML 2,248 BSNL 32,045 Voda 18,376 TataTeleservice 9,200 Aircel 7,968 SSTL 600 Uninor 660 Loop 560 Stel 60 HFCL 204 Videocon Telecom 254 DB Etisalat/ Allianz 47 Grand Total Rs 201,997 Crs contributed by Sanjay Banka, FCA.

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 INTRODUCTION OF THE COMPANY

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COMPANY PROFILE
Brand name: Airtel Company name: Bharti Airtel limited. Head office: Bharti Airtel limited, Qutub Ambience, Mehrauli road, New Delhi. Branch office: Bharti Airtel services Limited, Corporate Centre, Neelgagan mandi
Road, Sultanpur Mehrauli, New Delhi.

Website: www.airtelworld.Com Description: Provides mobile services, and Telephone (fixed Line), long distance
(International and National) and enterprise services.

Established: July 07, 1995 as an Ltd.Company.

Operational Network: Provides GSM mobile service in all 23 telecom circles in India, thus being the only telecom operator having presence in all India. Provides telephone services (Fixed Line) in 14 telecom circles in India.

1996 BTNLs winning bids for Madhya Pradesh services area for fixed line Telephone services.

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Formed cash Bharti Mobile Communication Limited a joint venture with Casio & Mitsui to manufacture and market radio pagers.

Formed Bharti duraline Pvt. Ltd joint venture with Duraline Corporation U.S.A. to manufacture HDPE ducts.

Formed a joint venture company Bharti Tele ventures Ltd. With telecom Italy, Italy to promote various Telecom project in India.

BTNL commercial launched cellular services in Himanchal Pardesh. 1997

British Telecom joined the consortium of Bharti cellular. BTNL granted license for Madhya Pradesh fixed line services. Bharti Global granted the license to operate comprehensive Telecom services in Seychelles as second operator.

Bharti and BT formed a joint venture Bharti BT limited for a VAST project. 1998

First ever Indian Private Fixed Line service launched in Indore Madhya Pradesh on 4th June 1998 by BTNL.

Bharti BT Internet formed to offer Internet & E-Commerce service in collaboration with British Telecom.

Services launched in Seychelles on 12th December 1998. British Telecom consolidated its shareholding in Bharti cellular. 24

1999 Bharti BT Internet launch Mantra online Internet in May EM Warburg pincus, one of the largest International Private Equity Investors joined BTNL. Acquired controlled stake in J T Mobiles cellular operates in Andhra Pradesh & Karnataka (Now Bharti Mobile Limited). Intel takes Equity stake in Bharti Tele Spatial and Bharti Telesoft.

2000

New York International takes stake in Bharti Cellular. Launch of AIRTEL and MAGIC in Karnataka and Andhra Pradesh. Bharti Telesoft opened its overseas offices in U.K.& U.S.A. Acquired controlling stake in SkyceLll, Chennai. Singapore Telecom decides to invest in Bharti and becomes Partner in BTL & BTNL. Entered in to a joint venture with Singapore Telecom Intel, for Submarine cable project between Singapore Chennai and Mumbai Singapore.

2001

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Entered into a joint venture with Singapore Telecom International, for Submarine capable project between Indian & Singapore and entered into a joint venture with Singapore Telecom for National Long Distance operations.

Acquired cellular operation from spice in Kolkata. Acquired eight cellular licenses as fourth operator for the circles of Mumbai, Maharashtra, Gujrat, Haryana, U.P. (WEST), Kerala, Tamil Nadu and Madhya Pradesh.

Crossed the 1 million subscriber base mark in October 2001.

The Need: Enterprise-Wide, Decentralized Billing Services

The leading provider of mobile services across India, Airtel is an Indian wireless super brand within a fiercely competitive mobile telecommunications market. The company needed a single enterprise-wide billing system to support the acceleration of its postpaid mobile business. Airtel sought to optimize every point within its infrastructure to enhance operational efficiencies and maximize its investment. By infusing industry best practices into its organization and leveraging its billing operations to its fullest potential, Airtel would continue to stay ahead of its competition.

Challenge: Cohesive and Coordinated Approach to Decentralization

Implementation of billing and order management systems and high-quality customer service was a relatively straightforward element of the solution. While the Comverse Kenan systems were in place to run Airtels entire business using a two-instances billing and order management platform for postpaid and wireline business, de-centralization made the operations and optimization of these systems more challenging. Under 26

India regulation, each circle was essentially a separate business entity with distinct business owners, thus opening the door for competing, and/or redundant processes. To support this de-centralized organization, Airtel needed to deploy a cohesive and coordinated approach to operating its systems. Another challenge was to ensure the operators longer-term self-sufficiency by building a model that would not rely on third parties for support.

The Solution: Comverse Kenan Billing and Order Management Expertise

Airtel deployed Comverse Kenan billing and order management systems to ensure the high-quality customer service and products the operator is known for. Comverse billing experts worked side-by-side with Airtel on-site to meet project objectives. Leveraging Comverses expertise in billing operations freed Airtel to focus on what it does best: delivering unparalleled mobile services to the Indian market. The Comverse professional services team worked with Airtel staff to design and develop a world-class billing operations organization across India for comprehensive day-to-day support of its Kenan BP billing engine and Kenan order management systems. The team played a key role in coordinating numerous other strategic initiatives, such as developing standard operating procedures, enhancing business processes to optimize efficiency, providing best practice recommendations on revenue assurance and creating and implementing an overall architectural framework for its billing and order management infrastructure that will scale to support Airtels rapid growth over the coming years.

Why Selected: Benefits of the Operate, Align and Transfer Model

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One of the key advantages of the project was the Operate, Align and Transfer arrangement, whereby Comverse managed billing operations on a short-term basis and then transferred operations to Airtel. Airtels operations team learned on the job through daily exposure to Comverses best practices, tuning processes, and other procedures. What ensued was a complete analysis of the organization (design and capabilities), the processes, any under-utilized components of the solution, and any revenue leaks resulting in the implementation of critical business projects to optimize Airtels investment and build a solid, centralized operational foundation for Airtels future.

The Operate, Align and Transfer model leverages Comverses extensive product portfolio and world-class expertise in managing and operating billing and customer care systems to deliver a comprehensive solution to telecommunications operators. Additionally, outsourced operations offerings are tailored to meet the unique business needs of each operator by delivering a wide range of outsourced services and solutions. With Comverse as a partner, operators can manage any part or all of their billing and customer care infrastructure through on-site or service bureau models. Operators can choose if and when they wish to take over the day-to-day operation of these systems.

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Bharti Airtel - Organization 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 Bhartis 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 Groups strategic vision.

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AWARDS
For the Year 2008 2009
1.

Voted Indias most innovative company in a survey conducted by The Wall Street Journal in 2008

2. 3.

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

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4.

Best Content Service Award for its Farmer Information Dissemination Platform for Bharti Airtels joint venture with I FFCO, IKSL (IFFCO Kisan Samachar) - World Communications Awards 2008

5.

Best Project Management Award for its Gujarat e-GRAM project - World Communications Awards 2008

6. 7.

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

8.

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

9.

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

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Vision of Company
By 2010 Airtel will be most admired brand in India: Loved by most customers Targeted by top talent Benchmarked by more business

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Mission of Company
Customer Service Focus Empowered Employees Innovative Services Cost Efficiency Delhi is where it all began. An acid test which gave the motivation and inspiration to give service that compares with the very best in the world. This is what has made Airtel one of the top 5 operators in the world in terms of population covered. The growth, to put it modestly, has been phenomenal in terms of subscribers, coverage and the milestones. Bharti Airtel is one of Asias leading private sector providers of telecommunications services based on an aggregate of 113,439,670 customers as on June 10, 2008, consisting of 110,511,416 GSM mobile and 2,928,254 broadband & telephone customers. The businesses at Bharti Airtel have been structured into three individual strategic business units (SBUs) - mobile services, broadband & telephone services (B&T) & enterprise services. The mobile services group provides GSM mobile services across India in 23 telecom circles, while the B&T business group provides broadband & telephone services in 94 cities. The enterprise services group has two sub-units - carriers (long distance services) and services to corporate. All these services are provided under the Airtel brand. Company shares are listed on The Stock Exchange, Mumbai (BSE) and The National Stock Exchange of India Limited (NSE).

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BUSINESS TOOLS AND SOLUTION

Airtel Mobile Services brings the advantage of customized Business Tools and Solutions tailor-made to the requirements of the Enterprise customer. This gives Enterprises the convenience of being connected to the world, both for work as well as their personal requirements. Mobile Office Staying in touch when on the move with Mobile Office. Access e-mails on handsets or laptop/ PDA while on the move. Secure connectivity to e-mail accounts without backend configurations. Available across all Airtel circles. Indispensable asset for traveling executives as it enables them to be in touch anytime and anywhere while roaming. Possible with a GPRS handset and an Airtel connection.

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Multi Media Messaging (MMS)

Airtel has also made sending and receiving multimedia message possible. Just like SMS, subscribers can send and receive MMS on their GPRS enabled phone, from anyone anywhere in the world. They can also receive Multimedia Messages even if they do not have a GPRS/MMS enabled phone by simply logging on to www.airtelworld.com.

SMS Directory
Airtel has introduced the smart corporate way of communicating with colleagues and close business associates. Now theres no need to remember the mobile numbers/landline numbers of colleagues while on the move. By simply typing and sending their names to a specially defined short code they can get their contact numbers, instantly.

Sales Automation Tools

Airtel presents Sales Force Automation Solution - a customized menu based service. With this Enterprises can now manage their sales force operations through the click of a button. They can keep track of their sales force/their performance/and their requirements at any given point of time. Whats more? Even the sales force need not visit the office to send reports or provide market updates; they can simply do all these via their Airtel mobiles.

35

OTHER EFFECTIVE BUSINESS TOOLS

Corporate Group Messaging
This feature allows users to send one SMS to multiple contacts, anywhere in the world. Users can create their own groups, communities in order to SMS all of them at the same time with reduced rates per SMS. Dial in Concierge Service A new Airtel connection comes with special numbers. By simply dialing the relevant number from their phone book memory, users can get information on Travel, Stocks, Restaurants, Florists, and Car Helpline etc. Call Conferencing This service enables users to talk simultaneously with up to 5 other people at the same time. Its a great way to conduct business on the move. Enterprise Internet A Class - An ISP in India, Airtel Enterprise Services has got Points of Presence (PoPs) in all the major business locations of the country. With thirty-four PoPs in Strategic business locations, Airtel Enterprise Services has been providing its customers with ubiquitous connectivity to the Internet. Airtel Enterprise Services has established a high speed Internet backbone of nxSTM-1 bandwidth across the country in a redundant mode. The Backbone is designed in twotiers. Tier-1 consists of six Core PoPs which connect to the Undersea Fiber Gateway at

36

Chennai. Tier -2 consists of twenty-eight PoPs which in turn connect to the Tier-1 Backbone. The undersea Fiber Gateway on Network i2i at Chennai peers with SingTel at the SingTel Internet Exchange (STIX) in Singapore and USA at nxSTM-1 levels. STIX has extensive peering arrangements with Tier 1 ISPs in USA. Domestically, Airtel Enterprise Services peers at the National Internet Exchange of India (NIXI) at Delhi and Mumbai. To offer value to its customers, Airtel Enterprise Services also has a limited peering with the other ISPs in India.

37

COMPETITIVE STRENGTHS
Bharti Airtel Limited believes that the following elements will contribute to the Company's success as an integrated telecommunication services provider in India and will provide the Company with a solid foundation to execute its business strategy: Nationwide Footprint - As of January 31, 2005, approximately 99% of India's total mobile subscribers resided in the Company's twenty three mobile circles. These 23 circles collectively accounted for approximately 65% of India's land mass; Focus on telecommunications to enable the Company to better anticipate industry trends and capitalize on new telecommunications-related business opportunities; The strong brand name recognition and a reputation for offering high quality service to its customers; Quality management team with vision and proven execution skills; and The Company's strong relationships with international strategic and financial investors such as SingTel, Warburg Pincus, Internatio.

38

AIRTEL OPERATION CIRCLE IN INDIA

1. ANDHRA PRADESH 2. 2 ASSAM 3. BIHAR 4. CHENNAI 5. DELHI & NCR 6. GUJRAT 7. HARYANA 8. HIMACHAL PRADESH
9. JAMMU & KASHMIR

10. 11. 12.

KARNATAKA KERALA KOLKATA

13. MADHYA PRADESH

14.

MAHARASHTRA

15. MUMBAI

16. 17. 18.

ORRISA PUNJAB RAJASTHAN

39

19. 20. 21. 22. 23.

SHILONG TAMILNADU UTTARPRADESH (EAST) WEST BENGAL UTTAR PRADESH (WEST)

BOARD OF DIRECTORS

40

The Board of Directors of the Company has an optimum mix of Executive and NonExecutive Directors, which consists of three Executive and fifteen 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:

41

Sunil Bharti Mittal Rajan Bharti Mittal Akhil Gupta Rakesh Bharti Mittal Chua Sock Koong N. Kumar Kurt Hellstrom Donald Cameron Paul O'Sullivan Professor V.S Raju Pulak Chandan Prasad Bashir Abdulla Currimjee Ajay Lal Arun Bharat Ram Francis Heng

Management Profile

42

Sunil Bharti Mittal Chairman and Group Managing Director

Sunil Bharti Mittal is the chairman and group managing director of Bharti Tele-Ventures. He is a graduate of Punjab University and completed the owner/president management program at Harvard Business School in 1999. Three decades ago, Sunil Bharti Mittal followed a business path common to his native Punjab and started a small factory to make bicycle parts. But he soon broke away from the pack, letting his entrepreneurial zeal take him away from bicycle parts and into imports -- steel, plastic and power generators. His plan was to strike it big during India's era of government-mandated economic scarcity. To do it, Mr.Mittal charmed bank managers over table tennis matches and schmoozed foreign suppliers to ensure the steady flow of capital and goods. Today, the 48-year-old Mr. Mittal, who isn't related to Indian steel tycoon Lakshmi Mittal, is chairman and managing director of Bharti Airtel Ltd., India's largest mobilephone company by number of subscribers. Airtel's mobile, landline and broadband services stretch to remote corners of the country, reaching 25 million customers. The company, known until early this year as Bharti Airtel Limited , reported that net profit

43

rose 48% to $165 million in the April-to-June quarter from the year-earlier period on a 53% jump in sales to $841 million. Important stakes in Bharti Airtel are held by foreign telecommunications partners, including Singapore Telecommunications Ltd. with 30.84% and Vodafone Group PLC of the U.K. with 10%.

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, capital44

efficient and long-term growth thereby maximizing 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.

History
Sunil Bharti Mittal founded the Bharti Group. In 1983, Sunil Mittal was into an agreement with Germany's Siemens to manufacture the company's push-button telephone models for the Indian market. In 1986, Sunil Bharti Mittal incorporated Bharti Telecom Limited (BTL) and his company became the first in India to offer push-button telephones, establishing the basis of Bharti Enterprises. This first-mover advantage allowed Sunil Mittal to expand his manufacturing capacity elsewhere in the telecommunications market. By the early 1990s, Sunil Mittal had also launched the country's first fax machines and its first cordless telephones. In 1992, Sunil Mittal won a bid to build a cellular phone network in Delhi. In 1995, Sunil Mittal incorporated the cellular operations as Bharti TeleVentures and launched service in Delhi. In 1996, cellular service was extended to Himachal Pradesh. In 1999, Bharti Enterprises acquired control of JT Holdings, and extended cellular operations to Karnataka and Andhra Pradesh. In 2000, Bharti acquired control of Skycell Communications, in Chennai. In 2001, the company acquired control of 45

Spice Cell in Calcutta. Bharti Enterprises went public in 2002, and the company was listed on Bombay Stock Exchange and National Stock Exchange of India. In 2003, the cellular phone operations were rebranded under the single Airtel brand. In 2004, Bharti acquired control of Hexacom and entered Rajasthan. In 2005, Bharti extended its network to Andaman and Nicobar.'2009, Airtel launched its first international mobile network in Sri Lanka. In 2010, Airtel began operating in Bangladesh. Today, Airtel is the largest cellular service provider in India and fifth largest in the world.

Organisational Structure
The organisational structure that existed till recently concentrated on the hierarchy of the operations(not services)inside the company as a whole. The structure depicts the corresponding operation/region of different in-charges and hence it didn't hold anyone responsible for each of its services. So, the company found it better to restructure its organisational chart and it came into implementation from 1st August. The transformed organisational structure will have two distinct Customer Business Units (CBU) with clear focus on B2C (Business to Customer) and B2B (Business to Business) segments. Bharti Airtel's B2C business unit will comprehensively service the retail consumers, homes and small offices, by combining the erstwhile business units - Mobile, Telemedia, Digital TV, and other emerging businesses (like M-commerce, M-health, M-advertising etc.). The B2C organization will consist of Consumer Business and Market Operations.

Mobile
Airtel has nationwide presence and is the market leader with a market share of almost completely(as of May 2010). It is 6th most valued brand according to an annual survey conducted by Brand Finance and The Economic Times in 2010. On 19 October 2004, Airtel announced the launch of a BlackBerry Wireless Solution in India. The launch is a result of a tie-up between Bharti Tele-Ventures Limited and Research In Motion (RIM). The Apple iPhone 3G was rolled out in India on 22 August 2008 by Airtel & Vodafone. Both the cellular service providers rolled out their Apple iPhone 3GS in the first quarter of 2010. However, high prices and contract bonds discouraged consumers and it was not as successful for both the service providers as much as the iPhone is successful in other markets of the world. The Apple iPhone 4 was introduced on 27 May 2011 by Airtel & Aircel.

46

3G
On May 18, 2010, 3G spectrum auction was completed and Airtel will have to pay the Indian government 12,295 crore (US$2.74 billion) for spectrum in 13 circles, the most amount spent by an operator in this auction. Airtel won 3G licences in 13 telecom circles of India: Delhi, Mumbai, Andhra Pradesh, Karnataka, Tamil Nadu, Uttar Pradesh (east), Rajasthan, West Bengal, Himachal Pradesh, Bihar, Assam, North East, Jammu & Kashmir. Airtel also operates 3G services in Maharastra & Goa through ann agreement with Vodafone. On 20 September 2010, Bharti Airtel said that it has given contracts to Ericsson India, Nokia Siemens Networks (NSN) and Huawei Technologies to set up infrastructure for providing 3G services in the country. These vendors will plan, design, deploy and maintain 3G-HSPA (third generation, high speed packet access) networks in 13 telecom circles where the company has won 3G licences. While Bharti Airtel has awarded network contracts for seven 3G circles to Ericsson India, NSN would manage networks in three circles. Chinese telecom equipment vendor Huawei Technologies has been introduced as the third partner for three circles. On January 24, 2011, Airtel launched 3G services in Bangalore, Karnataka - its largest circle by revenue. With this launch, Airtel became the third private operator (fifth overall) to launch its 3G services in the country following Reliance Communications and Tata Docomo. On January 27, 2011, Airtel launched 3G in Chennai and Coimbatore.

Criticism
On July 27,2011 Airtel launched 3G in 3 Major Cities in Kerala(Trivandrum,Cochin&Calicut) with 3G network sharing agreement between idea. On August 3, 2011, Airtel launched 3G in Maharashtra & Goa with 3G network sharing agreement between idea. Airtel plans to cover 1,500 cities across 13 circles by the end of March 2012. The company, which has 3G licences for 13 circles, is also in talks with other service providers to roll out the services in the remaining 10 circles as part of its roaming offerings. Airtel had about 3 million 3G subscribers as of May 2011. There has been lot of criticism about Airtel for its unauthorised VAS activation. Many of its services were activated automatically according to a complaint forum. In return Airtel launched STOP/START 121 services for such issues. Alternatively, you can sign up on the "Do Not Disturb" list to avoid all telemarketing calls and SMSes.

Controversy
Bharti Airtel(India) along with Loop Mobile, Idea Cellular, Reliance Communications and Vodafone was issued notices by Telecom Regulatory Authority of India(TRAI) for violation of Mobile number portability(MNP) Regulations. According to

47

TRAI, they had received complains from customers regarding wrong rejection of porting requests by telecom operators and also 10 been charged for a message for requesting porting code through number 1900.

Telemedia
The Telemedia business provides services in 89 Indian cities and consists of two brands. Airtel Broadband provides broadband and IPTV services. Airtel provides both capped as well as unlimited download plans [reduced speeds at unlimited data are implied]. The maximum speed available for home users is 16Mbps. Airtel Fixed Line which provides fixed line services. Airtel has about 3.16 million wireline customers, of which 42.6% are broadband/internet subscribers as of August 2010. Until September 18, 2004, Bharti provided fixed-line telephony and broadband services under the Touchtel brand. Bharti now provides all telecom services including fixed-line services under a common brand "Airtel".Digital Television The Digital TV business provides Direct-to-Home (DTH) TV services across India under the bra as of August 2010.

Enterprise
The Enterprise business provides end-to-end telecom solutions to corporate customers and national and international long distance services to telcos through its nationwide fiber optic backbone, last mile connectivity in fixed-line and mobile circles, VSATs, ISP and international bandwidth access through the gateways and landing stations. It has two sections under it.

Mobile data service

The different services under mobile data are BlackBerry services,a web-enabled mobile email solution working on 'Push Technology', USB modem that helps in getting instant access to Internet and corporate applications,Airtel Data Card that gives the liberty to access the internet anytime, Easy Mail is a platform that provides access to personal/corporate e-mails independent of handset operating system and application services that shorten the queues at the billing section, off-load the pressure on the billing staff and bring convenience to the user.

Enterprise business solutions

There are two kind of solutions offered by Airtel. One is GPRS Based Solutions like mobile applications tools for enterprise, TrackMate, automatic meter reading solutions

48

etc. and the other is SMS Based Solutions like interactive sms,bulk sms, inbound call center solutions.

Mar ' 11

Mar10 Mar ' 09 Mar ' 08 Mar ' 07

BALANCE SHEET
Sources of funds Owner's fund Equity share capital 1,898.80 1,898.77 1,898.24 1,897.91 1,895.93

49

Mar ' 11

Mar10 Mar ' 09 Mar ' 08 Mar ' 07

BALANCE SHEET
Share application money Preference share capital Reserves & surplus Loan funds Secured loans Unsecured loans Total Uses of funds Fixed assets Gross block Less : revaluation reserve Less : accumulated depreciation Net block Capital work-in-progress Investments Net current assets Current assets, loans & advances Less : current liabilities & provisions Total net current assets Miscellaneous expenses not written Total Notes: Book value of unquoted investments Market value of quoted investments Contingent liabilities Number of equity sharesoutstanding (Lacs) 11,708.00 11,619.95 9,898.56 9,379.62 580.43 105.10 4,216.67 1,887.76 1,574.29 125.85 49,771.40 3,921.50 4,104.25 7,140.59 7,615.04 37975.30 37975.30 18982.40 18979.07 18959.34 13,730.10 9,225.08 10,466.63 8,439.38 5,406.81 16,732.40 12,842.00 14,466.89 14,362.33 11,042.67 -3,002.30 -3,616.92 -4,000.26 -5,922.95 -5,635.86 0.09 0.20 2.66 56,007.00 41,773.97 35,355.48 26,809.71 16,751.95 61,437.50 44,212.53 37,266.70 28,115.65 26,509.93 2.10 2.13 2.13 2.13 2.13 20,736.70 16,187.56 12,253.34 9,085.00 7,204.30 40,698.70 28,022.84 25,011.23 19,028.52 19,303.51 6,497.60 1,594.74 2,566.67 2,751.08 2,375.82 11,813.00 15,773.32 11,777.76 10,952.85 705.82 17.10 39.43 51.73 52.42 266.45 11,880.40 4,999.49 7,661.92 6,517.92 5,044.36 56,007.00 41,773.97 35,355.48 26,809.71 16,751.95 278.60 186.09 116.22 57.63 30.00 41,932.10 34,650.19 25,627.38 18,283.82 9,515.21

50

Competitors of the Organization

VODAFONE BSNL MTNL AIRCEL SPICE RELIANCE TATA INDICOM BPL

51

MILESTONES OF AIRTEL
First and only service to be adjudged the best mobile service in the country consecutively for four years 1997, 1998, 1999 and 2000 by Communications World and awarded the Techies Awards First to Launch Intelligent Network services. First to launch pre-paid roaming service. First to launch full roaming service on pre-paid First to launch 32 K SIM cards First to launch Local Direct dialing facility First to reach the 1 million customer mark in a single circle First to launch a dual band network in the country First to deploy Voice Quality Enhances to improve voice quality and acoustics. Bharti Cellular Limited is also the first telecom company in the world to receive the ISO 9001:2000 certification from British Standards Institute.

52

Revenue Base Performance

Revenue in Crores

1999 2000 SS 2001

244.9 448.1

848.8

2002

1486.2

2003

3,049.90

2004-05

6,000.48

53

BUSINESS STRATEGY
Bharti Airtel Limiteds strategic objective is to capitalize on the growth opportunities that the Company believes are available in the Indian telecommunications market and consolidate its position to be the leading integrated telecommunications services provider in key markets in India, with a focus on providing mobile services The Company has developed the following strategies to achieve its strategic objective: Focus on maximizing revenues and margins; Capture maximum telecommunications revenue potential with minimum geographical coverage; Offer multiple telecommunications services to provide customers with a "one-stop shop" solution; Position itself to tap data transmission opportunities and offer advanced mobile data services; Focus on satisfying and retaining customers by ensuring high level of customer satisfaction; Leverage strengths of its strategic and financial partners.

BUSINESS
The businesses at Bharti Airtel Limited have been structured into two main strategic business groups - the Mobility Leaders business group and the Infotel Leaders business group. The Mobility business group provides GSM mobile services across India in twenty

54

three telecom circles, while the Infotel business group provides broadband & telephone services, long distance services and enterprise services. All these services are provided under the Airtel brand.

INFOTEL:Bharti Airtel Limited through its subsidiaries offers fixed line, long distance and broadband services. These services are offered under the Infotel Group. The Infotel group was created last year in order to develop operational synergies between these businesses. Since its inception, the businesses in the Infotel Group have shown good results. While the broadband, MP fixed line and national long distance businesses have grown admirably, the international long distance business has delivered positive EBITDA in the first month of its operations. The company intends to merge all the Infotel Group businesses that are currently offered by separate companies into one single company - Bharti Infotel Limited. This integration will allow greater synergy in the infrastructure and Sales and Solutions thereby enabling better customer service delivery. Bharti Infotel Limited will have 3 Strategic Business Units namely:

Fixed Line Long Distance

Group Data and Broadband

55

MOBILE DIVISION
Bharti Airtel Limited vision for its mobile business is To make mobile communications a way of life and be the customers first choice. The mission is to meet the mobile communication needs of the customer through 1) Error free service 2) Innovative products and services and 3) Cost efficiency. The Companys strategic objective is to consolidate its leadership position amongst the mobile service providers in India. The Indian mobile market, according to the COAI, has increased from approximately 1.2 million subscribers as of March 31, 1999 to approximately 38.65 million subscribers as of January 31, 2005. Despite this rapid growth, the mobile penetration rate in India, at approximately 3.8% as of January 31, 2005, is significantly lower than the average mobile penetration rate in other Asian and international markets. The number of mobile subscribers in India is expected to show rapid growth over the next four years. By 2006 it is projected at 50 million by COAI and 44 million by Gartner. Bharti Airtel Limited believes that the demand for mobile services in India will continue to grow rapidly as a result of the following factors: lower tariffs and handset prices over time; 56

 growth in pre-paid customer category; greater economic growth and continued development of India's economy; higher quality mobile networks and services; and Greater variety and usage of value added services. Bharti Tele-Ventures, through its subsidiary has the licenses to provide GSM services in all the twenty-three telecom circles in India. It proposes to consolidate all its subsidiaries providing mobile services under Bharti Cellular Limited.

CO-LOCATION
Customers can make use of our state-of-the-art infrastructure by co-locating their server at our Internet Data Centre. With our co-location services, you not only rent space at one of the best data centers but avail 24x7 monitoring, maintenance and administrative support as well. Our co-location services have the flexibility to grow in accordance with growth in your online business.

Satellite Service
Airtel Enterprise Services provides you connectivity where ever you take your business Our Satellite Services bring you the benefits of access in remote locations. Airtel Enterprise Services is a leading provider of broadband IP satellite services and DAMA/PAMA services in India. Our solutions support audio, video and voice applications on demand. This is to help you run your business @ ease.

Satellite Services include

PAMA/DAMA

57

 BIT Internet VPN Satellite based IPLCs for redundancy reasons

NETWORK QUALITY & ADVANTAGE

Airtel has introduced India's first Dual Band Network. This means now it has two bands (900 MHz and 1800 MHz) to carry calls, thus minimizing network congestion even during peak hours and in high traffic areas. The Dual Band Network optimizes Airtels current spectrum, thus offering: Enhanced capacity to ensure better connectivity Quick call set up Seamless coverage Improved indoor coverage Voice quality enhancement No call drops Airtel has also been among the pioneers in launching Enhanced Data Rates for Global Evolution (EDGE*). EDGE* is a 3G technology that delivers broadband-like data speeds to mobile devices. It allows consumers to connect to the Internet and send and receive data, including digital images, web pages and photographs, three times faster than possible with a GSM/GPRS network

58

SWOT ANALYSIS OF AIRTEL COMMUNICATION

Swot analysis is done to know about the factors, which are helpful for company to know about their current position in the existing market, it helps company to know about

their strength on which success of the firm relies, it helps the company to know about their trailing point which are the basic cause for company degradation. It also enables to suggest new areas where company can flourish and can serve its purpose of marketing profit. Whereas it also speaks about the prevailing threats which can prove itself as abstracts in the pathway of success of company.

STRENGTHS o o o o o o Large coverage in U.P Customer focus Budgetary plans Cost advantage Attractive & cheaper V.A.S Large network transmissions with own channel OPPORTUNITIES

WEAKNESSES o Poor network coverage on highways o Billing problem o Dissatisfied customer base advertisement o Poor customer care services

THREATS o Increased no. of competitors o Loosing customer faith o Unable to provide SIM in market due to CDMA technology o Customer dissatisfaction due to poor customer services

o Increasing coverage at wide network o Developing new sectors o New tariff plans o Distribution channel maintained at levels

59

 RESEARCH MATHODOLOGY

60

RESEARCH METHODOLOGY
Marketing research is the process of collecting and analyzing marketing information and ultimately arrived at certain conclusion. Management in any organization needs information about potential marketing plans and to change in the market place. Marketing research includes all the activities that enable an organization to obtain the information. This research is very important in strategy formulation and feedback of any organizational plan.

RESEARCH DESIGN:
The research design which has been used in the project report is descriptive research. This is right in nature & focuses attention on the following: Formulating the objectives of the study. Designing the method of Data collection. Selecting the data. Collecting the data. Processing & analyzing the data. Reporting the findings. Suggestions & modification if any. Conclusion.

61

DATA COLLECTION

METHOD OF DATA CIICOLLECTION

PRIMARY DATA

SECONDARY DATA

QUESTIONNAIRE

MAGAZINES

INTERVIEW

INTERNET

NEWS PAPER

SAMPLE SIZE

SAMPLE UNIT: Airtel users. SAMPLE SIZE: 100 SAMPLE SELECTION: Non Probability, (Convenient) AREA OF SAMPLE: Aligarh

62

 DATA ANALYSIS AND INTERPRETATION

63

Q.1. what type of connection do you have?

Option

Prepaid 78

Post Paid 22

Response%

INTERPRETATION:
From the above findings we can interpret that out of 80s respondents are using mobile phones 78% are using prepaid and 22% are using postpaid.

64

Q.2. Duration of using this connection. 1-2 Year 43

Option Response%

0-6 Month 10

6-12 Month 14

Above 2 Year 33

INTERPRETATION:
From the above findings we can interpret that most of respondents are using mobile phone within 1-2 year 43% and above 2 years 33%.

65

Q.3 For what purpose you are using your mobile?

Option Response%

Talking 56

Messaging 37

Internet 5

Other 2

INTERPRETATION:
From the above findings we can interpret that 56% people are using mobile phone for talking. 37% are using for messaging, 5% are using for internet and 2% are using for other purpose.

66

Q.4. Connectivity Of AIRTEL

Option Response%

Excellent 70

Good 15

Average 10

Poor 5

INTERPRETATION:
From the above findings we can interpret that data is showing that 70% respondent said Excellent, 15% Good, 10% Average and 5% Poor.

67

Q.5. Coverage in the City?

Option Response%

Excellent 35

Good 55

Average 7

Poor 3

INTERPRETATION:
From the above findings we can interpret that data is showing that 35% respondent said Excellent, 55% Good,7% Average and 3% poor.

68

Q.6. SMS Services? Option Response% Excellent 30 Good 45 Average 20 Poor 5

INTERPRETATION:
From the above findings we can interpret that data is showing that 30% respondent said Excellent, 45% Good, 20% Average and 5% poor.

69

Q.7. Tariff Plans?

Option Response%

Excellent 50

Good 35

Average 15

Poor 0

INTERPRETATION:
From the above findings we can interpret that data is showing that 50% respondent said Excellent, 35% Good, 15% Average and 0% poor.

70

Q.8. Customer's Service?

Option Response%

Excellent 30

Good 45

Average 15

Poor 10

INTERPRETATION:
From the above findings we can interpret that data is showing that 30% respondent said Excellent, 45% Good,15% Average and 10% poor.

71

Q.9. Voice Quality?

Option Response%

Excellent 45

Good 40

Average 10

Poor 5

INTERPRETATION: From the above findings we can interpret that data is showing that 45% respondent said Excellent, 40% Good, 10% Average and 5% poor.

72

Q.10. Value added Services?

Option Response%

Excellent 75

Good 20

Average 5

Poor 0

INTERPRETATION:
From the above findings we can interpret that data is showing that 75% respondent said Excellent, 20% Good, 5% Average and 0% poor.

73

Q.11 Internet Services

Option Response%

Excellent 60

Good 30

Average 8

Poor 2

INTERPRETATION:
From the above findings we can interpret that data is showing that 60% respondent said Excellent, 30% Good, 8% Average and 2% poor.

74

TABLE FOR REASON OF CHANGING CONNECTION

REASON OF CHANGING CONNECTION NEW PROMOTIONAL SCHEME OLD CONNECTIONS BAD CUSTOMER SERVICE UNAVAILIBILITY OF RECHARGE COUPON NEW CONNECTION CHEAPER THAN RECHARGE OTHER FACTOR NO.OF RESPONDENTS 32 33 5 27 3

60.00% 50.00% 40.00% 30.00% 20.00% 10.00% 0.00%

NO.OF CUSTOMERS (%)

CAUSE OF CHANGING CONNECTION

32.00%

33.00% 27.00% 5.00% 3.00%

New Old Unavailability of New Other Factor Promotional Connection's Recharge Connection Scheme Bad Customer Coupon Cheaper than Service Recharge

DIFFERENT CAUSES

75

TABLE FOR CALL RATES

SCALE VERY HIGH HIGH AVERAGE LOW NO. OF RESPONDENTS 5 15 60 20

NO.OF CUSTOMER (%)

CALL RATES

AVERAGE

VERY HIGH

HIGH

SCALE

76

LOW

80.00% 70.00% 60.00% 50.00% 40.00% 30.00% 20.00% 10.00% 0.00%

60.00%

5.00 %

15. 00%

20.00%

TABLE FOR MOST ALLURING PROMOTIONAL SCHEME

PROMOTIONAL SCHEMES NEW TARIFF PLAN NIGHT CHAT FREE SMS LOW STD RATE OTHERS NO. OF RESPONDENTS 20 26 19 31 4

MOST ALLURING PROMOTIONAL SCHEME

40.00% 35.00% 30.00% 25.00% 20.00% 15.00% 10.00% 5.00% 0.00%

NO.OF CUSTOMERS (%)

31.00% 26.00% 20.00% 19.00%

4.00%

New Tariff Plan

Night Chat

Free SMS

Low STD Rate

Other

DIFFERENT SCHEMES

TABLE FOR DOCUMENTS FOR ID PROOF

DOCUMENTS
77

NO. OF RESPONDENTS

DRIVING LICENSE COLLEGE I-CARD BANK PASSBOOK PASSPORT OTHER

40 30 15 8 7

NO.OF CUSTOMER (%)

DOCUMENTS FOR ID PROOF

PASSPORT

DRIVING NSE

COLLEGE I.CARD

DIFFERENT DOCUMENTS

TABLE FOR SOURCES OF SCHEMES

SOURCES TV,RADIO,NEWSPAPER SHOPKEEPER FRIENDS ROADSHOWS
78

NO.OF RESPONDENTS 28 21 40 6

OTHER DOCUMENT

PASSBOOK BANK

LICE

80.00% 70.00% 60.00% 50.00% 40.00% 30.00% 20.00% 10.00% 0.00%

40.00 %

30. 00% 15.00% 8.00% 7.00%

BANNERS

NO. OF CUSTOMERS (%)

SOURCES OF SCHEMES
40.00% 21.00%

T.V./RADIO/ NEWSPAPER

SHOPKEEPER

ROADSHOW

FRIENDS

DIFFERENT SOURCES

FINDINGS SUGGESTIONS CONCLUSION

79

BANNER

60.00% 50.00% 40.00% 30.00% 20.00% 10.00% 0.00%

28.00% 6.00% 5.00%

 LIMITATIONS BIBLIOGRAPHY APPENDIX

FINDINGS
Mostly people are highly satisfied with Airtel Services. and 22% are using postpaid. People are more attractive by the tariff plans of Airtel services. In this report we find that 56% peoples are using mobile phones for talking, 37% are using for messages, 5% are using for internet & 2% for other purposes. In connectivity of Airtel we find that 70% respondents said excellent, 15% good, 10% average and 5% poor.
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Mostly respondents are using mobile phones, 78% are using prepaid

Tariff plans in Airtel the customer satisfied with that 50% respondents said excellent, 35% good, 15% average and 0% poor.

In customers service we find that 30% respondents said excellent, 45% good, 15% average and 10% poor. In value added service we find that 75% respondents said excellent, 20% good, 5% average and 0% poor. In internet service we find that 60% respondents said excellent, 30% good, 8% average and 2% poor.

Mostly customers are using 1-2 years 43% and 2 years 33% and under 1 year 24%.

SUGGESTIONS

The company is advised to reduce the call rates. Provide customers update information about tariff plans and schemes. The company should emphasis on customer care. It should also make attention to rural marketing. Increase coverage on highways and rural areas. Proper contact with customer through the help of trade fairs, mega event and-road shows.
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 Complains should be handled quickly by the company.

Company should be emphasis on more effective advertisement.

Company should appoint some executives to make strong relationship with

customer.

CONCLUSION
The conclusion is drawn on the basis of research report in Airtel with the help of respondents feedback. It is apparent through the study that to achieve the desired target, the mobile companies have formulated various marketing strategies to meet their specific targets. Even though AIRTEL plans are costing high. it has still made its good market value. Each player has a unique set of strengths and weaknesses. Through the market survey it has become apparent that AIRTEL is leading the chart of providing services. While others have concentrated on price-cutting, improving distribution & providing margin to the retailers The conclusions are:82

Airtel provide quality service due to which it is steadily capturing the market.

Due to the brand name Airtel, its connections plans are giving a tough challenge to other. Another good thing about Airtel is its customer care department, which is responsible and

prompt towards customer. Airtel is preferred due to its strong network coverage. All Airtel users are happy with its coverage but they want its call rate to be cheaper. They have only one complain that the call rates are very high as compared to other cellular

service provider. The status of Youth pack that company has launched recently is that it is not doing well in

market as it gives 1500 free sms only for Airtel to Airtel. It also does not give the option of choosing five friends' number on which they can call on cheaper call rate. . On the whole Airtel cares for its customer and is becoming a benchmark in telecom services. It is gaining popularity among telephone users. If all goes well then in near future Airtel will have the lions share in telecom industry.

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LIMITATION

The time was less. So the survey couldn't be conducted in a larger area so

there was a time constraint. All the findings are based on the response given by the respondent, so any false

information given by respondent could make the result wrong. Some people didn't have enough time to fill up questionnaire. Some people were tolerating to fill questionnaire and they were reacting as the survey is

conducting for false purpose. There was also a language problem. The entire questionnaire was in English and many

people didn't understand English 84

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BIBLIOGRAPHY
Books:
Kotler Philip; Marketing Management 2. Kothari, C.R.; Research Methodology

Internet:
www.google.com www.bhartiairtel.com

www.airtelworld.com

Magazines & News papers:

Business today Business India The Times of India

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Appendix QUESTIONNAIRE
1. What Type of connection do you have? (i) Pre-paid (ii) Post-Paid

2. Duration of using this connection? (i) 0-6 Month (ii) 6-12 Month (iii) 1-2 Year (iv) Above 2 Year

3. For what purpose you are using your mobile? (i) Taking (ii) Messaging (iii) Internet (iv) Others

4. Connectivity? (i) Excellent (ii) Good (iii) Average (iv) Poor

5. Coverage in the City? (i) Excellent 6. SMS services? (i) Excellent 7. Tariff Plans? (i) Excellent 8. Billing? (i) Excellent (ii) Good (iii) Average (iv) Poor (ii) Good (iii) Average (iv) Poor (ii) Good (iii) Average (iv) Poor (ii) Good (iii) Average (iv) Poor

9. Customers Service? (i) Excellent 10. Voice Quality? (i) Excellent (ii) Good 87 (iii) Average (iv) Poor (ii) Good (iii) Average (iv) Poor

11. Internet Services? (i) Excellent (ii) Good (iii) Average (iv) Poor

12 .Reasons for changing connection. (i) New promotional scheme (ii) Old Connection Bad Customer Service (iii) Unavailability Of Recharge Coupon (iv)New Connection Cheaper Than Recharge (v) Other Factor 13. Call Rates (i) Very high (ii) High. (iii) (iv)Low 14. Most Alluring Promotional Scheme (i) New Tariff Plan. (ii) Night Chat (iii) Free SMS (iv)Low STD Rate
(v)

Average.

Others

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15. Documents For ID Proof.

(i) (ii) (iii) (iv)

Driving License College I-CARD

Bank Passbook. Passport OTHER

(v)

16. Sources Of Schemes.

(i) (ii)

TV, RADIO, NEWSPAPER. Shopkeeper.

(iii)

Friends. Road shows. Banners. 17. Any suggestion for Airtel? ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------

(iv)
(v)

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