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  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: SUBMITTED BY:

Mr.Ran Vijay Singh Neeraj Kumar

HOD Roll No: 1034070013

DEPTT.OF BUSINESS ADMINISTRATION MBA-3rd SEMESTER 

VIVEKANANDA COLLEGE OF TECHNOLOGY AND MANAGEMENT

ALIGARH

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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.

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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.

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 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)

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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

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   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 month’s 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

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remote areas of the city while the cause of disliking was its costlier call rate in comparison

to other brands.

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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 

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   INTRODUCTION OF TOPIC 

OBJECTIVE OF STUDY 

 

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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 goodmarket 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 company’s mobile network equipment partners include Ericsson and Nokia. In

the case of the broadband and telephone services and enterprise services (carriers),

equipment suppliers include Siemens, Nortel, Corning, among others. The Company also

has an information technology alliance with IBM for its 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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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 legislationregarding 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. Itis 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 addedin 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

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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 toestablish 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 NewTelecom 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.

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• 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 fibercables.

• Two categories of infrastructure providers have been allowed to provide end-to-

end 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, whichsummarizes 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 scoreswell for the mobile sector as competition is well entrenched with most of the circles with 4-

5 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 2005-

06 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 2005-

06, 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

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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 RelianceComm 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

• BTNL’s 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.

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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 Airtel’s 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

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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

operator’s 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

Comverse’s 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 Airtel’s 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.

Airtel’s operations team learned on the job through daily exposure to Comverse’s 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 Airtel’s investment and build a solid, centralized operational

foundation for Airtel’s future.

The Operate, Align and Transfer model leverages Comverse’s 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 organizationa

structure has emerged; with realigned roles, responsibilities and reporting relationships of Bharti’s ke

team players. With effect from March 01, 2006, this unified management structure of ’One Airtel' wi

enable continued improvement in the delivery of the Group’s strategic vision.

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 AWARDS 

For the Year 2008 – 2009

1. Voted India’s most innovative company – in a survey conducted by The Wall

Street Journal in 2008

2. Winner of the “Gallup Great Workplace Award”- Gallup Consulting, 2008

3. “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 Airtel’s 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. Best Telecom Company” at the NDTV Profit Business Leadership Awards

7. 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 Chairman’s Award

2008. The highest honour in global telecom sector, recognized his tremendous

contribution to the development of India’s 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 Asia’s 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 (SBU’s)

- 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 there’s 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. What’s 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.

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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. It’s 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 two-

tiers. Tier-1 consists of six Core PoPs which connect to the Undersea Fiber Gateway at

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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.

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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.

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 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. KARNATAKA

11. KERALA

12. KOLKATA

13. MADHYA PRADESH

14. MAHARASHTRA

15. MUMBAI

16. ORRISA

17. PUNJAB

18. RAJASTHAN

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19. SHILONG

20. TAMILNADU

21. UTTARPRADESH (EAST)

22. WEST BENGAL

23. UTTAR PRADESH (WEST)

 BOARD OF DIRECTORS 

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The Board of Directors of the Company has an optimum mix of Executive and Non-

Executive 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:

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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

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 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 mobile-

phone 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

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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, capital-

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efficient and long-term growth thereby maximizing value for its shareholders, customers,

employees and society at large. Company’s 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

company’s 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 Tele-

Ventures 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 

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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 clearfocus 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 notas 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.

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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 circlesof 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

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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 twobrands. 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 billingstaff 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

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

center solutions.

 

BALANCE SHEET

Mar ' 11 Mar’10 Mar ' 09 Mar ' 08 Mar ' 07

Sources of funds

Owner's fund

Equity share capital 1,898.80 1,898.77 1,898.24 1,897.91 1,895.93

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BALANCE SHEET

Mar ' 11 Mar’10 Mar ' 09 Mar ' 08 Mar ' 07

Share application money 278.60 186.09 116.22 57.63 30.00

Preference share capital - - - - -

Reserves & surplus 41,932.10 34,650.19 25,627.38 18,283.82 9,515.21

Loan fundsSecured loans 17.10 39.43 51.73 52.42 266.45

Unsecured loans 11,880.40 4,999.49 7,661.92 6,517.92 5,044.36

Total 56,007.00 41,773.97 35,355.48 26,809.71 16,751.95

Uses of funds

Fixed assets

Gross block 61,437.50 44,212.53 37,266.70 28,115.65 26,509.93

Less : revaluation reserve 2.10 2.13 2.13 2.13 2.13

Less : accumulated depreciation 20,736.70 16,187.56 12,253.34 9,085.00 7,204.30

Net block 40,698.70 28,022.84 25,011.23 19,028.52 19,303.51Capital work-in-progress 6,497.60 1,594.74 2,566.67 2,751.08 2,375.82

Investments 11,813.00 15,773.32 11,777.76 10,952.85 705.82

Net current assets

Current assets, loans & advances 13,730.10 9,225.08 10,466.63 8,439.38 5,406.81

Less : current liabilities & provisions 16,732.40 12,842.00 14,466.89 14,362.33 11,042.67

Total net current assets -3,002.30 -3,616.92 -4,000.26 -5,922.95 -5,635.86

Miscellaneous expenses not written - - 0.09 0.20 2.66

Total 56,007.00 41,773.97 35,355.48 26,809.71 16,751.95

Notes:

Book value of unquoted investments 11,708.00 11,619.95 9,898.56 9,379.62 580.43

Market value of quoted investments 105.10 4,216.67 1,887.76 1,574.29 125.85

Contingent liabilities 49,771.40 3,921.50 4,104.25 7,140.59 7,615.04

Number of equity sharesoutstanding

(Lacs)37975.30 37975.30 18982.40 18979.07 18959.34

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  Competitors of the Organization

• VODAFONE 

•  BSNL

•  MTNL

•  AIRCEL

•  SPICE 

•  RELIANCE 

• TATA INDICOM 

•  BPL

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   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.

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 Revenue Base Performance

1999 244.9

2000 448.1

SS

2001 848.8

2002 1486.2

2003 3,049.90

2004-05 6,000.48

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 BUSINESS STRATEGY 

Bharti Airtel Limited’s 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

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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

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   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 Company’s 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;

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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

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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 Airtel’s 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 

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 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 Large coverage in U.P

o Customer focuso Budgetary plans

o Cost advantage

o Attractive & cheaper V.A.S

o Large network transmissions

with own channel

WEAKNESSES

o Poor network coverage on highways

o Billing problemo Dissatisfied customer base

advertisement

o Poor customer care services

OPPORTUNITIES

o Increasing coverage at wide

network 

o Developing new sectors

o  New tariff plans

o Distribution channel

maintained at levels

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

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 RESEARCH MATHODOLOGY 

 

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 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.

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 DATA COLLECTION 

 SAMPLE SIZE 

 –  SAMPLE UNIT: Airtel users.

 –  SAMPLE SIZE: 100

 –  SAMPLE SELECTION: Non Probability, (Convenient)

 –  AREA OF SAMPLE: Aligarh

METHOD OF DATA CIICOLLECTION

PRIMARY DATA SECONDARY DATA

QUESTIONNAIRE

INTERVIEW

MAGAZINES

INTERNET

 NEWS PAPER 

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 DATA ANALYSIS AND INTERPRETATION 

 

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

 

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.

Option Prepaid Post Paid

Response% 78 22

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Q.2. Duration of using this connection.

Option 0-6 Month 6-12 Month1-2

 Year Above 2 Year  

Response% 10 14 43 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%.

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

Option Talking Messaging Internet Other  

Response% 56 37 5 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.

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Q.4. Connectivity Of AIRTEL

Option Excellent Good Average Poor  

Response% 70 15 10 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.

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Q.5. Coverage in the City?

Option Excellent Good Average Poor  

Response% 35 55 7 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.

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Q.6. SMS Services?

Option Excellent Good Average Poor  

Response% 30 45 20 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.

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Q.7. Tariff Plans?

Option Excellent Good Average Poor  

Response% 50 35 15 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.

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Q.8. Customer's Service?

Option Excellent Good Average Poor  

Response% 30 45 15 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.

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Q.9. Voice Quality?

Option Excellent Good Average Poor  

Response% 45 40 10 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.

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Q.10. Value added Services?

Option Excellent Good Average Poor  

Response% 75 20 5 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.

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Q.11 Internet Services

Option Excellent Good Average Poor  

Response% 60 30 8 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.

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TABLE FOR REASON OF CHANGING CONNECTION 

REASON OF CHANGING CONNECTION NO.OF RESPONDENTS

 NEW PROMOTIONAL SCHEME 32

OLD CONNECTION’S BAD CUSTOMER SERVICE 33

UNAVAILIBILITY OF RECHARGE COUPON 5

 NEW CONNECTION CHEAPER THAN RECHARGE 27

OTHER FACTOR 3

CAUSE OF CHANGING CONNECTION

32.00%33.00%

5.00%

27.00%

3.00%

0.00%

10.00%

20.00%

30.00%

40.00%

50.00%

60.00%

New

Promotional

Scheme

Old

Connection's

Bad Customer 

Service

Unavailability of 

Recharge

Coupon

New

Connection

Cheaper than

Recharge

Other Factor 

DIFFERENT CAUSES

NO.OFC

USTOMERS

(%)

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TABLE FOR CALL RATES 

SCALE NO. OF RESPONDENTS

VERY HIGH 5

HIGH 15

AVERAGE 60

LOW 20

CALL RATES

5.00 %15. 00%

60.00%

20.00%

0.00%10.00%20.00%

30.00%40.00%50.00%60.00%70.00%80.00%

VERY

HIGH

HIGH

AVERAG

E

LOW

SCALE

NO.OFCUSTOME

R(%)

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TABLE FOR MOST ALLURING PROMOTIONAL

 SCHEME 

PROMOTIONAL SCHEMES NO. OF RESPONDENTSNEW TARIFF PLAN 20

NIGHT CHAT 26

FREE SMS 19

LOW STD RATE 31

OTHERS 4

TABLE FOR DOCUMENTS FOR ID PROOF 

DOCUMENTS NO. OF RESPONDENTS

MOST ALLURING PROMOTIONAL SCHEME

20.00%

26.00%

19.00%

31.00%

4.00%

0.00%

5.00%

10.00%

15.00%

20.00%25.00%

30.00%

35.00%

40.00%

New Tariff 

Plan

Night Chat Free SMS Low STD

Rate

Other 

DIFFERENT SCHEMES

N

O.OFCU

STOMERS(%)

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DRIVING LICENSE 40

COLLEGE I-CARD 30

BANK PASSBOOK 15

PASSPORT 8

OTHER 7

TABLE FOR SOURCES OF SCHEMES 

SOURCES NO.OF RESPONDENTS

 TV,RADIO,NEWSPAPER 28

SHOPKEEPER 21

FRIENDS 40

ROADSHOWS 6

DOCUMENTS FOR ID PROOF

40.00 %30. 00%

15.00%8.00% 7.00%

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

D

RIVING

LICE

NSE

CO

LLEGE

I.C

ARD

BANK

PASS

BOOK

PAS

SPO

RT

O

THER

DOCU

ME

NT

DIFFERENT DOCUMENTS

NO.OFC

USTOMER(%)

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 LIMITATIONS 

 BIBLIOGRAPHY 

 APPENDIX 

 

FINDINGS

• Mostly people are highly satisfied with Airtel Services.

• Mostly respondents are using mobile phones, 78% are using prepaid

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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• Tariff plans in Airtel the customer satisfied with that 50%

respondents said excellent, 35% good, 15% average and 0% poor.

• In customer’s 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:-

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∗ 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 lion’s share in telecom industry.

 

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 BIBLIOGRAPHY 

Books:Books:

•• Kotler Philip; Marketing ManagementKotler Philip; Marketing Management

•• 2. Kothari, C.R.; Research Methodology2. Kothari, C.R.; Research Methodology

Internet:Internet:

• www.google.comwww.google.com

• www.bhartiairtel.comwww.bhartiairtel.com

•• www.airtelworld.comwww.airtelworld.com

Magazines & News papers:Magazines & News papers:

•• Business todayBusiness today

•• Business IndiaBusiness India

•• The Times of IndiaThe Times of India

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 Appendix  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 (ii) Good (iii) Average (iv) Poor

6. SMS services?

(i) Excellent (ii) Good (iii) Average (iv) Poor

7. Tariff Plans?

(i) Excellent (ii) Good (iii) Average (iv) Poor

8. Billing?

(i) Excellent (ii) Good (iii) Average (iv) Poor

9. Customer’s Service?

(i) Excellent (ii) Good (iii) Average (iv) Poor

10. Voice Quality?

(i) Excellent (ii) Good (iii) Average (iv) Poor

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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) Average.

(iv)Low

14. Most Alluring Promotional Scheme

(i) New Tariff Plan.

(ii) Night Chat

(iii) Free SMS

(iv)Low STD Rate

(v) Others

 

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15. Documents For ID Proof.

(i) Driving License

(ii) College I-CARD

Bank Passbook.

Passport

OTHER  

16. Sources Of Schemes.

(i) TV, RADIO, NEWSPAPER.

(ii) Shopkeeper.

Friends.

Road shows.

Banners.

17. Any suggestion for Airtel?

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