A

PROJECT REPORT

ON

In partial fulfillment of the requirement for the award of the degree of

BBA
( CCS UNIVERSITY MEERUT)

SUBMITTED TO: SUBMITTED BY:

MR. AMIT SHARMA HARSH VARDHAN SHARMA
Roll No: 8331535
FACULTY GUIDE:JIEI (BBA VIth SEMESTER)

JANHIT INSTITUTE OF EDUCATION &

INFORMATION
38-B ,KNOWLEDGE PARK-PHASE 1 GREATER NOIDA (U.P.)

1
2
 ACKNOWLEDGEMENT

I express my sincere thanks to my faculty guide for her guidance, valuable

suggestions, co-operation and motivating commandments which acted as a source
of light during the making of this project.

I am extremely indebted to Mr. Neeraj Kumar, Territory Manager at

Gopalgang and Akhilesh Kumar, HR Manager, of Bharti Airtel Ltd. for giving me
an opportunity to take up this project. I would like to thank them for there
continuous support. There knowledge sharing attitude helped me in a great way in
this endeavor.

With immense gratitude, I acknowledge all those whose guidance and

encouragement served as a “beacon light” and crowned my efforts with success. I

would like to dedicate this report

(HARSH VARDHAN SHARMA)

3
 TABLE OF CONTENTS
S.NO CONTENTS PAGE NO.

.
1. Acknowledgement

2. Executive Summary 4
3. History 5-20

4. Company Profile 20-33

5. Objective of the study 33-34

6. Research Methodology 34-44

7. Products & Services 44-54

8. Analysis 55-56

9. Limitations 57

10. Recommendations 58-59

11. Conclusion 59

12. Bibliography 60

14. Questionnaire 61-63

4
 EXECUTIVE SUMMARY

Telecom industry has grown up very fastly all over the world with the rapid changes

in Technology & Service market. They had become the necessity of today’s people.

In India only there are around 10 Telecom services providers.

Airtel is the longest GSM mobile service provider in India having a reach in more

than 23 telecom circles. Airtel was established in the year 1995 and within a small

time period of 11 years it has achieved a great success. It provides Broadband (DSL)

and Telephone services in 15 Telecom circles in India. It provides the quality product

at very competitive price. Airtel believes in providing what customers want. They had

a wide variety of plans in GSM as well as in Broadband and telephone services.

This project aims to provide the whole information about the features & benefits of

Airtel’s products & services. It compares its various plans with other telecom service

providers. Airtel works on the policy of providing maximum satisfaction to its

customers by providing effective and efficient services.

The brand name “AIRTEL” itself has become the sign of prestige & quality. An

analysis has been drawn from the whole study of the products & by observing

people’s minds through customer interaction & various other resources.

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HISTORY OF AIRTEL

Sunil Bharti Mittal

The founder Chairman of Bharti Enterprises

6
 AN OVERVIEW

BHARTI AIRTEL LIMITED

The company is a part of Bharti Enterprises, and is India's leading provider of

telecommunications services. 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 90 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.

BUSINESS LINES

• Mobile Services

• Broadband and Telephone Services

• Long Distance Services

• Enterprise Services

BUILDING TELECOM... BUILDING RELATIONSHIPS

Bharti Airtel Limited, a part of Bharti Enterprises ,is India's leading provider of

telecommunications services. The businesses at Bharti Airtel have been structured

into two main strategic business groups - the Mobility Leaders business group and the

7
Infotel Leaders business group. The Mobility business group provides GSM

mobile services across India in twenty 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.

BHARTI’S BUSINESS FOCUS

Vision

THINK FRESH AND DELIVER MORE TO OUR CUSTOMERS BY:-

• Ensuring a consistently Delightful Brand Experience at every Touch Point

• Aligning internal as well as customers Facing process

• Harnessing it for both Customer and Internal Benefit

• Leading Industry Innovation through user friendly products and services

• Extending our network while ensuring a World Class customer experience

• Building a Best-In-Class Leadership Team That Nurtures talent at every level

• Creating benefit through Economics Of Scale

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 MARKET PLACE

The unprecedented growth in the mobile market is, perhaps, the most vivid facet of

India's economic transformation since the mid 1990s. Mobile technology and services

came to India less than a decade ago. In the early days, a mobile was seen to be a

fashion statement for the rich. Today, it is accepted as a basic communication

medium for all socio-economic segments. As the pioneer and frontrunner, Airtel has

been instrumental in leading and ushering in the mobile revolution in India. The

Indian mobile market is, today, amongst the fastest growing and the most competitive

in the world. There were 34.6 million mobile phone subscribers in the country as of

April 2004 (Source: Cellular Operators' Association of India and Association of Basic

Telecom Operators). With approximately seven million subscribers, Airtel commands

nearly 20% share of the market - making it the number one brand in the country.

Airtel's world class service and innovative products have enabled it to establish this

position of leadership.

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 “TECHNOLOGY”

GSM (Global System for Mobile) Communications: A standard for

digital cellular communications adopted by over 60 countries. The GSM standard is

currently used in the 900 MHz and 1800 MHz bands. GSM is the pan-European

standard for digital cellular telephone service GSM networks will be built as

alternative to current AMPS systems and in the future and will support enhanced data

applications. GSM was designed for European markets to provide the advantage of

automatic, international roaming in multiple countries. The SIM (Subscriber

Identification Module) card is a vital component in GSM operation. The user can

store all relevant data for the phone on a removable plastic card. The card can be

plugged into any GSM compatible phone and the phone is instantly personalized to

the user.

CDMA (Code Division Multiple Access) :- It is one of the several digital wireless

transmission methods in which signals are encoded using a pseudo – random

sequence which corresponds to a different communication channel that the receiver

also knows and can use to decode the received signal. CDMA is one of the several

“spread spectrum” techniques CDMA offers improvements over analogue

transmission in the areas of reduced call droppings battery power conservation, more

secure transmission and increased service options.

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JOB PROFILE

Rs 298 Lifetime Prepaid Tariff Details:

MRP Rs. 298

Talk time Rs.3

Processing Fees Rs 295

Validity Lifetime

Feb17, 2008: Bharti Airtel, India’s leading telecom services provider today

introduced its popular Lifetime Prepaid at a lower price point of Rs. 298 only.

Airtel is the first mobile services provider in the country to offer Lifetime

Prepaid at this price point. This is a significant initiative that further reinforces

Airtel’s commitment to make mobile more affordable and provide greater

value to the Airtel prepaid customer.

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 Mr. Sanjay Kapoor, President, Mobile Services, Bharti Airtel Limited said,

"As industry leaders, Airtel has always been at the forefront of driving growth

and expanding the market horizon in the telecom space. Lifetime

Prepaid is a revolutionary concept that we had earlier introduced to the Indian

mobile user.
Our 298 Lifetime product is at an attractive price point and it marks our

strategic intent to drive affordability and consumption in the prepaid category

further. Going forward, we will continue to explore innovative products such

as these that will enhance our customer’s value and significantly contribute

towards increasing Airtel’s market and revenue share in the future.”

The 298 Lifetime Prepaid offers an Airtel user full talk time on all future

recharges. Under the new Lifetime Prepaid, the customer can stay mobile by

paying just Rs. 298 and using a minimum of Rs 200 every 180 days to

continue enjoying lifetime validity benefits. With effect from Feb 18, 2008,

Lifetime Prepaid 298 is available to all existing as well as new Airtel mobile

users. Therefore, even existing Airtel Easy Lifetime prepaid subscribers can

choose to avail this offer by recharging with Rs 298. Airtel has always been a

frontrunner in providing affordable services to its subscribers, be it with its Rs

200 recharge, Lifetime prepaid and Easy Lifetime prepaid.

Bharti sets off new price war on mobile turf

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April 28 Taking the tariff wars in the telecom sector to the next
level, Bharti Airtel on Monday announced a 43 per cent reduction in
STD rates for its 62 million mobile subscribers across the country.

Airtel subscribers will be able to make domestic long distance

calls at a flat rate of Rs 1.50 a minute compared to Rs 2.65 a
minute at present. The new Airtel rates are, however, still
expensive compared to STD rates of fixed line telephones,
which is at Re 1 a minute.

The company has also reduced roaming rates from Rs 1.75 a

minute to Re 1. The new rate will be effective from April 30 across
all tariff plans.

In response, rival operator Reliance Communication said that it will

offer free STD calls for only Reliance-to-Reliance calls on two
specific tariff plans. Tata Teleservices has a tariff plan that allows
STD calls at 50 paise a minute across the Northern region.
However, Airtel’s offer is for all mobile calls irrespective of the
distance, tariff plan, region or who you are calling. State-owned
BSNL said that it may announce revised tariffs after a closer look at
Airtel’s new offer.

Mr. Sanjay Kapoor, President, Mobile Services, Bharti Airtel, said

that Airtel may be taking a hit on the revenue in the short-term
which it hopes would be made up due to surge in traffic volume. “It
would be difficult for rival mobile operators to match this tariff,
especially those without their own long distance network. Bharti,
being an integrated telecom company, rides on its own network to
provide STD services to mobile subscribers,” he said.

Among Bharti’s competitors only RCom, Tata Teleservices and BSNL

have their own long distance network. Other mobile companies

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such as Vodafone and Spice route their traffic through others’ NLD
network, which adds to their cost.

Explaining the rationale for the tariff cut, Mr. Kapoor said, “With 70
per cent STD customers in India using less than 5 minutes per
month on STD calls and 80 per cent mobile customers not using
their phones while roaming, we have a compelling customer
proposition. I am confident that this will drive growth and usage in
the Indian telecom industry.”

Airtel subscribers talk an average of 507 minutes a month primarily

driven by cheap local call tariffs. The cut in STD rates is
aimed at increasing the usage given that the average revenue
per user has been declining over the past year.

The recent abolition of access deficit charges has also reduced the
burden on the operators, which may have triggered a fresh
round of tariff cut in the long distance segment.

The Current Structure of India's Telecommunications Monopoly

Until 1985, the Indian Telegraph Act of 1885 and the Wireless Telegraph Act of 1932

provided the legal basis for the central government's telecommunications monopoly.

Under these laws, posts and telecommunications were combined in one P&T

department run by the Ministry of Communications. In the late 1970s and early 1980s

protests against poor service by subscribers, politicians, industrialists, and business

leaders coincided with global and national pressure for liberalization. As a result, a

parliamentary committee was established in 1981, which recommended numerous

structural and service improvements. Under the advice of this committee, Rajiv

Gandhi ordered the bifurcation of the Ministry of Posts and Telegraphs in 1985. A

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separate Department of Telecommunications (DoT) was established under the

Ministry of Communications and two supposedly autonomous public sector

undertakings (PSUs) were created to expand, develop, and manage crucial segments

of the Indian telecommunications system.

The Mahanagar Telephone Nigam Limited (MTNL) was set up to run services in

Delhi (the nation's capital) and Mumbai, formerly Bombay (the nation's

commercial center), which together account for 25 percent of the nations

phone lines.

Telecommunication in the rest of the country continues to be run as a government

department because of staff resistance to change.

Videsh Sanchar Nigam Limited (VSNL) was set up to run international services.

DoT was established as the exclusive, self-regulating provider of domestic and long-

distance service.

From 1992-1996, DoT doubled practically every aspect of the telecommunications

infrastructure in India, from the number of telephones in service to the long distance

route kilometers. DoT did not, however, succeed in reducing the registered waiting

list for telephones, and in 1994, the government acknowledged the need to liberalize

India’s telecommunications market.

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 India's Network Development, 1992-1996

Indicator 2001 2002 2003 2004 2006

Telephones in service (thousands) 6706 7713 8877 10588 12892
Telephone lines per 100 inhabitants 0.77 0.88 0.99 1.15 1.38
New lines installed (thousands) 735 987 1229 1770 2183
Lines in service (thousands) 5810 6797 8026 9795 11978
Lines in service per 100 inhabitants 0.67 0.77 0.89 1.07 1.28
Long-distance route kilometers 94476 107462 122957 142113 168633
Number of village public telephones 74404 104476 137447 185136 216632
Local call pulses (billions) 29.8 40.1 46.7 58.6 78.5
Registered waiting list for telephones 2289 2845 2497 2153 2277

(thousands)
Source: Department of Telecommunications, India

The National Telecom Policy (NTP) of 1994 provided the basis for liberalizing the

telecommunications market. It recognized the importance of liberalization and private

sector participation as key elements of economic development. It also envisaged,

among other things, the provision of basic telephone service by private companies

that would compete with DoT; the establishment of an independent regulatory body;

and the separation of DoT’s operational, policy, and ministerial functions.

The NTP has led to various liberalization successes. However entrenched

bureaucracy, inefficient lobbying and poor public information campaigns have

largely undermined the policy domestically, and demand for telephone lines in India

remains extremely high. On the international front, the NTP has prevented India from

making more liberal commitments to the WTO. India has refused to go beyond the

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NTP’s very limited policies in making commitments to the WTO Basic

Telecommunications Agreement.

The NTP provides that:

DoT will not be corporative, which ensures that labor unions have no big issue to

fight;

Private sector companies will be issued licenses for statewide operations in

competition with DoT for basic telephones. This establishes a duopoly system for 15

years in 21 statewide service areas (or circles);

Mobile telephone services will be offered solely by non-DoT private sector

companies, at least two in each service area. The initial license period is 10 years,

extendable thereafter in five-year increments;

Foreign equity participation will be allowed in public telephone operations of at least

500,000 basic telephone customers and 100,000 mobile phone customers;

Private carriers must commit to public service obligations such as rural area coverage

and public telephones;

Interstate and international telecommunications will be the exclusive monopoly of

DoT and its company VSNL.

Projected demand for telephone lines in India

Year (April- Projected Demand (million Increase (million

March) lines) lines)

1997-1998 17.4

1998-1999 20.5 3.1

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 1999-2000 23.4 2.9

2000-2001 26.8 3.4

2001-2002 30.7 3.9

2002-2003 35.2 4.5

2003-2004 40.3 5.1

2004-2005 46.3 6.0

2005-2006 53.0 6.7

Source: Department of Telecommunications, India

The above was the first phase of the training and the second phase of my

training was to sale the product (life time validity pre paid service)

My job profile in the summer training is of Executive where I have to do an outside

and inside work. As an executive I have to moved in the field with other executives in

order to get convince the customers about to take the service and get their physical

signature in the application form.

The whole work starts from 10’o clock and ends in five in the evening.

There are no targets and no selling of these services, just convincing them to take

these services and filled the application form and signed it. Actually the

customers are already been informed by the auto calling system in which the

customers are known by different services available to them.

Till now I have move to more than 150 customers and get there signature on the

application form. Not only the customers but to the dealers also because these

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services includes services for mobile phone also. To the dealers I have to make them

aware of the different services.

The second part of the training deals with the official work. The official work

includes the forwarding of the prepaid application form which is submitted by the

different customer. Though this work is given to me for a short period of time but it

gives a different kind of approach.

This is all about my summer training detail. My summer training will end up on at the

end of this month only.

ACHIEVEMENTS

Airtel's journey to leadership began in Delhi in 1995. Since then, Airtel has

established itself across India in sixteen states covering a population of over 600

million people. Airtel will soon cover the entire country through a process of

acquisitions and green field projects. With a presence in over 1,400 towns, Airtel

today has the largest network capacity in the country.

In the last nine years Airtel has achieved many firsts and unique records: it

was the first to launch nationwide roaming operations, it was the first to cross

the one million and the five million customer marks. It was also the first to launch

services overseas.

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There are other 'firsts' credited to Airtel - many of them in the area of innovative

products and services. Today, Airtel innovates in almost everything that it presents to

the market.

An excellent example is Easy Charge - India's first paperless electronic recharging

facility for prepaid customers. As evidence of its fine record, Airtel has also been

conferred with numerous awards. It won the prestigious Techies Award for 'being the

best cellular services provider' for four consecutive years between 1997 and 2000 - a

record that is still unmatched. And in 2003, it received the Voice & Data Award

for being 'India's largest cellular service provider', amongst others.

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 COMPANY PROFILE
Brand Name : Airtel

Company’s Name : BHARTI CELLULAR LTD.

Head Office : Delhi

Corporate Office : Delhi

Licensing : :7th July 1995

VISION:

To be globally admired for Telecom services that delight customers.

MISSION

We will meet Global Standards for Telecom services that delight

customers through:

 Customer Service Focus

 Empowered Employees

 Innovative Services

 Cost Efficiency

21
Bharti Airtel is one of India's leading private sector providers of telecommunications

services based on an aggregate of 6,91,80,000 customers as on May 31, 2008,

consisting of 6,68,20,000 GSM mobile and 23,60,000 broadband & telephone

customers.

Airtel comes to you from Bharti Cellular Limited - a part of the biggest

private integrated telecom conglomerate, Bharti Enterprises. Established in 1976,

Bharti has been a pioneering force in the Telecom Sector with many firsts, &

innovations to its credit.

Bharti provides a range of telecom-services, which include cellular,

Basic, Internet & recently introduced National Long Distance. Bharti Enterprises has

been at the fore front to technology and has revolutionized telecommunications with

its world class products & services. Bharti also manufactures & exports telephone

terminals and cordless phones. Apart from being the largest manufacturer of

telephone instruments in India, it is also the first company to export its products to the

USA. Bharti is the leading cellular service provider, with an all India footprint

covering all 23 telecom circles of the country. It has over 11 million satisfied

customers.

Bharti has many Joint Ventures with world leaders like Singtel

(Singapore Telecom); Warburg Pincus, USA; Telia, Sweden; Asian Infrastructure

Find, Mauritius; International Finance Corporation, USA & New York Life

International, USA.

22
 Bharti Tele-Ventures Ltd., a part of Bharti Enterprises was incorporated

on 7th July 1995, is India’s leading provider of telecommunication services. The

business at Bharti Tele-Ventures has 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

23 telecom circles, while the Infotel Business Group provides Broadband &

Telephone services, long distance services and Enterprises services. All these services

are provided under the Airtel brand.

The wireless subscriber base (including GSM & CDMA) has crossed the

3- crore mark as on February end 2004. Out of total wireless base of 3.14 crore, while

2.46 crore are Global System of Mobile Communications (GSM) – based subscribers,

67.5 lakh are Code Division Multiple Access (CDMA) – based subscribers. That is

78% subscribers are based on GSM standard and the rest are based on CDMA

Standard.

In the GSM segment, Bharti has the highest subscriber base with 61.99

lakh, fallowed by BSNL with 49.54 lakh. Hutchison ranks third with 48.26 lakh

subscribers.

As on September 30, 2005, the top three players in the Cellular

Sweepstakes were the Bharti Group, BSNL and the Hutchison Group. Together, they

accounted for nearly 65% of the subscriber base. The Bharti Group, the numerouno

has a subscriber’s base of 4.62 million and market share of 25.2%. BSNL, with a

subscriber base at 4.01 million and a market share of 21.9%. And the Hutchison

23
Group has 3.22 million subscribers and a market share of 17.6%. The IDEA group

emerged as a distant fourth, with a subscriber base of 1.90 million & a market share

of 10.4%

AIRTEL has also launched a national web based mobile coupon service,

where customers can use the website, www.airtelworld.com to browse through the

special offers available from outlets like PUR, Teksons, Ebony in Delhi, Copper

Chimney in Mumbai, Tiffany’s in Bangalore send a keyword to a short code, and

receive the coupon directly on their mobile.

SERVICES:-

 Airtel Pre paid

 Airtel Post Paid

 Airtel Roaming

 Long Distance

CUSTOMER BENEFITS:-

 GPRS/MMS settings are preloaded on the handsets.

 Airtel branded services are pre-loaded.

 Easy access to GPRS services, thereby encouraging, customers to explore a

world of endless possibilities on their mobile phones.

 Integrated FM radio.

 Provides access to network e-mail service: send, receive and read e-mails.

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 On 5th July 2004 at Kolkata AIRTEL, India’s leading mobile service,

announced the launch of AIRTEL live – a multi access entertainment portal on

the mobile with the most comprehensive content in the spheres of movies, music

sports and mobile games. The content can be accessed by prepaid as well as

postpaid AIRTEL customers throughout the country. AIRTEL also launched the first

ever GSM phone customized especially for AIRTEL Customers Nokia 6220. The

phone games customized with exclusive Sachin Tendulkar & Shahrukh Khan

wallpapers, A. R. Rahman tone, pre installed GPRS, MMS setting embedded

bookmarks and links.

Bharti tele-ventures Ltd. – A Public Company listed on three Indian

stock exchanges, Bharti televentures Ltd. is controlled by the Bharti group, it also
provides fixed –local line access, national and international long distance telephony,
VSAT, Internet services and corporate data network solutions. The company owns a
23,000 km national fiber optic backbone and substantial international bandwidth.
The circles in which AIRTEL mobile in operation are :
1. Andhra Pradesh 12. Madhya Pradesh
2. Assam 13. Maharashtra
3. Bihar 14. Mumbai
4. Chennai 15. North-east
5. Delhi 16. Orissa
6. Gujarat 17. Punjab
7. Haryana 18. Rajasthan
8. Himachal Pradesh 19. Tailnadu
9. Karnatak 20. U. P. (East)
10. Kerala 21. U. P. (West)
11. Kolkata 22. West Bengal
23. Jharkhand

25
 PARTNERS

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 also has a strategic alliance with Vodafone. The investment

made by Vodafone in Bharti is one of the largest single foreign investments made in

the Indian telecom sector.

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, Teletech & Mphasis.

26
 BOARD OF DIRECTORS

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.

27
 THE COMPOSITION OF THE BOARD IS AS UNDER:

Board of Directors:-

Mr. Sunil Bharti Mittal - Chairman & Group Managing Director

Mr. Rakesh Bharti Mittal - Director of Bharti Televenture

Mr. Rajan Bharti Mittal - Joint Managing Director

Mr. Akhil Gupta - Joint Managing Director

Mr. Lung Chien Ping – Director of Bharti Televenture

Mr. LIM Toon – Director of Bharti Televenture

Ms. Chua Sock Koong – Director of Bharti Televenture

Mr. Dalip Pathak – Director of Bharti Televenture

Mr. Bashir Abdulla Currimjee- Director of Bharti Televenture

Mr. Donald Cameron - Director of Bharti Televenture

Mr. N. Kumar – Vice Chairman of the Sanmar Group

Mr. Pulak Prasad _ Managing Director of Warburg PIRCUS

Mr. Paul O’sullivan - Chief of Operational Officer

Prof. V. S. Raju - Former Director of IIT Delhi.

Mr. Kurt Hellstrom - Associate.

28
“Bihar”
As far as state of Bihar is concerned, there are (5) operators

namely :-

(a) Airtel

(b) Reliance Telecom Ltd.

(c) RIM

(d) BSNL

(e) Tata Indicom

NETWORK INFORMATION:

Operator Name : Bharti Cellular Ltd.

Network Name : Airtel Bihar

Network Type : GSM 900

Handset Code : Airtel

Network Code : 40552

Website : http://www.airtel.in

AREA ALLOCATION – BIHAR CIRCLE

Patna Rohtas

29
Muzaffarpur Bhabhuaa

East Champaran Gaya

West Chaparan Aurangabad

Darbhanga Jahanabad

Madhubani Bhagalpur

Samastipur Munger

Sitamarhi Luckhisarai

Seohar Khagaria

Chappra Jamui

Saran Banka

Vaishali Saharsha

Siwan Katihar

Gopalganj Purnea

Arrah Kishanganj

Bhojpur Araria

Buxar Begusarai

Nalanda Nawada

Sheikpura.

30
 GROUP STRUCTURE

BHARTI TELE-VENTURES LTD.

↓
MOBILITY INFOTEL
AIRTEL MOBILE SERVICES BHARTI INFOTEL LTD.

FIXED LINE LONG DISTANCE ENTERPRISE

AIRTEL BROADBAND & AIRTEL LONG AIRTEL ENTERPRISE
TELEPHONE SERVICES DISTANCE SERVICES SERVICES

31
 ORGANISATIONAL STRUCTURE FOR

BIHAR

CEO (East)

COO (Chief Operating Officer)

Head Head Head Head Head Head

H.R. Mktg. Sales Finance Technical I.T.

Area
Managers

32
 Motto

By 2010, we will be the most admired brand in India.

• Loved by more customers

• Targeted by top talent
• Benchmarked by more businesses
NON FINANCIAL BENEFITS

• A wide range of telecom services to choose from(voice telephony, internet &

broadband and data)

• A unique Services Guarantee Scheme to give a redemption benefit in case of

faulty bill or dead phone.

• Speed benefits to our esteemed customers by way of Club Royale.

• Simple, easy and trouble-free procedures to get telephone registered

• A single access Customer Care number for the 24/7 dedicated Customer Care

Centre manned by courteous, trained and responsive staff

• A team of qualified and trained engineers – To provide high quality of fault

repair, & complaint handling, to remove all faults

33
 • Multiple bill payment options like cash, cheque, credit card, home bill pay,

interest banking etc.

• Internet Access – surf as much as you like India’s first truly unlimited post

paid Internet services.

OBJECTIVE OF THE STUDY

Every study is related with some aim or the objective with it. Because no study is

complete without having the definite objectives, which can be summed up as follows:

1) To study the products & services of Airtel.

• To know about their features.

• To know about their benefits & advantages.

• To provide information to all about the products & services of Airtel.

• Airtel is long been committed to deliver what it commits.

• Its products have their own market segment.

2) To upgrade the practical knowledge.

• By knowing about the management of Airtel.

34
 By dealing with customers I had improved my communication skill

which in turn helps me in increasing my confidence level.

3) To get some experience of Telecommunication Industry this would definitely

help in future.

Thus there are the following objectives, which can be stated under the described

training.

RESEARCH METHODOLOGY

Before describing the word Research Methodology we should firstly understand the

meaning of Research.

In layman’s terminology, research may be defined as a systematic process of solving

a problem through, collecting, organizing & evaluating data to reach the solution &

gain new knowledge.

This project is based on study of the products & services of the Airtel in the Indian

telecommunication. The methodology used in this report is Data collection technique.

There are two sources of data collection which are explained below:

RESEARCH DESIGN

35
 The study is carried out to analyze catchment area and conduct customer
profiling of customers user and nonuser of AIRTEL product at Gopalgang and
hence the study undertaken is descriptive in nature, as the objectives were clearly
mentioned when the study was conducted.

SAMPLE SIZE
• users : 307 respondents*
• Non-shoppers : 150 respondents*
SAMPLING METHOD

• Non probability judgment sampling

TOOLS FOR DATA COLLECTION

 Primary Sources

 Secondary Sources

PRIMARY SOURCES

Primary data has been collected through studying carefully the products & services of

the Airtel Ltd in Indian Market. In telecommunication sector Airtel has a good brand

image. As I had observed the products & services of Airtel are sold because of its

name & this is the outcome of delivering what customer requires.

36
SECONDARY SOURCES

The secondary data collection involves study of products & net surfing which was

carried out to obtain the history, products, strategy & other relevant information about

Airtel. The main sources of information were magazines, newspapers, websites &

journals.

List of customers attended by me is been collected by our Database Management

System which stores the Customer data for many purposes.

This can be illustrated in following way:

Primary Level

The primary data has been collected through my own observation and detailed study

of AIRTEL products & services.

Secondary Level

The secondary data has been collected through:

 The main information we get through internet.

37
  Through detailed study of products.

 Through magazines, journals & websites.

 Through DMS(Dealer Management System)

SAMPLING TECHNIQUE

• The sampling technique used here is convenient sampling technique.

STATISTICAL TECHNIQUES USED FOR DATA ANALYSIS

• Simple Percentage
• Numerical Analysis
• Graphical Representation using Charts & Pie Diagrams

38
 DATA ANALYSIS &
INTERPRETATION

ANALYSIS & INTERPRETATION

Airtel - Gopalganj STUDY

User and Non-User of Airtel-Gopalganj

Table 1: Do you know about
Airtel
Frequency Percent
Yes
196 90

21
No 10

Total 217 100

CHART 1:

Do you know about Airtel ?

No. 10%

Yes. 90% 1 2
yes No

39
INTERPRETATION
The Chart 1 and Table 1 represents the users and non-users of Airtel product, which
includes 90% of total sample of 217 uses Airtel product are users and10% of total
sample of 217 are non-users.

Reasons for using at other products besides AIRTEL?

Table 2: Do you use other product besides AIRTEL PRODUCT?

Frequency Percent
Yes 26 25
No 79 75
Total 105 100

Table 3: Which product do you use?

Frequency Percent
Reliance (Rim) 27 34
Reliance (Smart) 15 19
BSNL(Cell one) 19 24
TATA Indicom 6 8
Aircel 12 15
Total 79 100

40
 CHART 3

Product uses by customers.

15%

34%
8%

24%
19%

1 Rim 2 Sma Cell 3 4

TATA Indicom Aircel 5
rt one

Table 4: Why do you use these products?

Frequency Percent
Proximity to home 11 14
Lower Price for products 3 4

Good Quality 29 36
Every product available easily 16 20
RCV, LAPU, SIM available 6 8
Network availability 14 18
Total 79 100

41
 CHART 4

11 why do u14
use these products ?
3 4
29 36
16 18%20 14%
6 8
4%
14 18
8%
79 100

20% 36%

1 2 3 4 5 6

INTERPRETATION

The Table 6 represents the number of respondents which use at other products
besides AIRTEL which includes 25% out of 105 sample size of user who use other
products and 75% are uses AIRTEL. The Chart 5 and the Table 7 represents the
customers uses other than AIRTEL which includes 34% of 79 sample size user of
RELIANCE (RIM), 24% of 79 sample size are the user BSNL (CELL ONE), 19% of
79 sample size are the user of RELIANCE (SMART), 15% of 79 sample size are the
user of (AIRCEL) and 8% of 79 sample size are the user of (TATA Indicom). The
Chart 6 and the Table 8 represents the reasons which make the customers go and shop
at these stores which includes 36% of 79 sample size shop at these stores due to good
quality product they offer, 20% of 79 sample size shop at these stores since they offer
everything under one roof, 18% of 79 sample size shop at these stores because of
freshness of vegetables and fruits these stores provide.

42
Demographics of AIRTEL-Gopalganj
Age Groups
CHART 5:
Age Group

15-20
5% 21-26
15%

51-60
20%
27-40
41-50 35%
25%

15-20 21-26 27-40 41-50 51-60

Gender

CHART 6:

Gender

Female
47%
Male
53%

Male Female

43
 Family Monthly Income

CHART 7:

Family Income (per month)

Rs.20000- Rs.30000 and

Rs.10000- Above
30000
20000 1%
5%
20%

Rs.5000-10000
74%

Rs.5000-10000 Rs.10000-20000
Rs.20000-30000 Rs.30000 and Above

Newspaper choices in Hindi and English

Hindi Newspaper

CHART 8:
Which Hindi newspaper you read?

Aaj
4%

Hindustan
51% Danikjagran
45%

Aaj Danikjagran Hindustan

44
 English Newspaper

CHART 9:

W hich English newspaper you read?

Sahara News
9%

Hhindustan
Times of India
Ttimes
36%
55%

Hhindustan Ttimes Times of India Sahara News

TELEPHONE SERVICES FROM AIRTEL

TELEPHONE SERVICES FROM AIRTEL

Airtel Broadband & Telephone Services, India's premium telecommunication service

brings to you a whole new experience in telephony. From integrated Voice Services

for corporate and small business enterprises to user friendly plans for homes, we

bring innovative, cost-effective solutions to cater to your needs.

45
FOR HOME, BUSINESS, CORPORATES

Voice Services:

• Telephone

• Dial-up

• Feature

• Value Added Services

• Unified Messaging

• Audio Conferencing Service

• Telephone

Airtel Voice Services go beyond basic telephony to offer our users a whole host of

Value Added Services as well as premium add-ons. Each Telephone connection from

Airtel is backed by a superior fibre-optic backbone for enhanced reliability and

quality telephony.

• Dial-up

Airtel Voice Services provide FREE dial-up internet access that is bundled along with

46
your Telephone connection from Airtel.

It’s fast, reliable, gives you unlimited Internet access. All you need to do is dial 1500

through your dialer.

The default username should be "register" and password is "airtel". You can log- in

and change your Username and Password. All you need is:

• A computer and a modem

• And a Telephone connection from Airtel

How much do you pay:

Airtel Voice Services give you unlimited free internet access, allowing you to pay

only for the number of hours spent online. Paying for it is convenient as well-you can

pay along your Airtel phone bill.

• Features

Airtel Voice Services bring you a range of world class features. These enable you to

organize and control your communication needs. They make your life a lot simpler

47
and convenient. They empower you like never before. The best part is that many of

these services are free along with your telephone connection.

VALUE ADDED SERVICES

BENEFITS OF VAS

To the Customer

• Fulfill the expectation at the cheapest rates

TO THE COMPANY

• Attracts customers

• Increase popularity

• Increase revenue generation

• Good acquisition tool

• Creates word of mouth publicity

TYPES OF VAS

• Caller Line Identification

• Voice Mail Service

• Call Forwarding

• Call Waiting

48
 • Parallel Ringing

• Voice Mail

Power Feature:

• Three Party Conferencing

• Multiple Subscriber Number

What is Unified Messaging?

The Unified Messaging from Airtel Broadband & Telephone Services brings you the

unmatched convenience of receiving your e-mail, fax and voice messages on one

number. This service allows you to store all your messages in one mail box. You can

access your mail box from anywhere, any number by dialing your phone number and

entering a four digit password. You can access your e-mails, fax messages and voice

mails through the phone by dialing into your Unified Messaging mail box. It will read

out your e-mails, play back your voice messages and store your faxes, which you can

divert a number near you to view them.

The fax messages on screen of your computer (fax card is not required), and listen to

your voice mails as well as read your e-mails by accessing your mail box on the net.

Now, you don't have to check for your messages in three different places. All your

messages are stored in one mail box.

Audio Conferencing

49
To stay ahead of competition, all modern organizations have to stay in constant touch

with their partners, associates and clients. Born out of this understanding is Audio

Conference Service from Airtel, India’s best value audio conferencing solution.

Audio Conference Service from Airtel is the easiest, most economical and instant

way of sharing information, ideas and opinions. It is the latest way to conduct

business meetings via the telephone. It facilitates hassle-free audio conferencing to

anywhere in the world and also protects the confidentiality of the conference

proceedings. It provides optimum time utilization and massive savings from each

meeting.

To avail services of Audio Conferencing from Airtel, you don't have to install any

expensive devices. You can connect across the globe through a single local call from

your landline or mobile phone. Thus, you save on capital investments along with

travel time and running costs.

What's more, Airtel's state-of-the-art technology ensures that you get a host of utility

options that enable you to conduct and supervise audio conferences with extreme ease

and flexibility.

50
Why Audio Conference Service from Airtel?

It's a complete conferencing solution - be it board meetings,

management discussions, project reviews, staff trainings,

Q&A sessions or press conferences.

It offers tremendous value - mull out all your business

decisions with your associates across the globe without

stepping outside your office; and with just one call connect to

all your business partners.

No infrastructural costs – no extra investment; just pick up

your telephone.
It knows no boundaries - Conference with your partners,

anywhere in India or the world.

51
 FINDINGS & LIMITATIONS

FINDINGS

• Value Added Services revenue expected 1/3 of the total services by

2009. This will be one of the biggest achievements that a company is

thinking of.

• Total Value Added Services revenue will reach $160 billion in 2009.

In fact the monthly income of the company through these services is about

20 lac which is almost a good amount.

• Most of the growth in telecom services likely out of data services.

• Currently data accounts for 20-25% of total service revenue.

• Expected to increase to around 35% in another 3-4 years.

• The definition of telecom VAS has evolved:

1. From itemized billing CLI-I

2. To SMS (peer to peer)-II

3. To SMS (p to e), MMS, RT’s, RBT’s, wallpaper-III

4. To E-cheque, commerce payment-IV

• Estimated to be about 9-12% to total mobile service revenue ($5 billion

in 2005-2006)

• SMS (peer to peer) continue to dominate about 60% of VAS.

52
• Premium VAS market revenue currently estimated to be between $220

million presently.

• On February 12, 2007 Vodafone sold its 5.6% stake in AirTel back to

AirTel for US $1.6 billion; and purchased a controlling stake in rival

Hutchison Essar.

• Bharti Airtel added the highest ever net addition of 53 lakh customers

in a single quarter (Q4-FY0607) and also the highest ever net addition of

1.8 crore total subscribers in 2006-07

• The company will invest up to $3.5 billion this fiscal (07-08) in

network expansion.

• It has a installed base of 40,000 cellsites and 59% population coverage

• After the proposed network expansion, an additional 30,000 towers

will result in the company achieving 70% population coverage

• Bharti has over 39 million users as on March 31, 2007

• It has set a target of 125 million subscribers by 2010

• Prepaid customers account for 88.5% of Bharti’s total subscriber base,

an increase from 82.7% a year ago

• ARPU has dropped to Rs 406

• Non-voice revenues, (SMS, voice mail, call management, hello tunes

and Airtel Live) constituted 10% of total revenues during Q4, lower than

10.7% in the Q4 of the previous year

53
 • Blended monthly minutes of usage per customer in Q4 was at

475 minutes

• Has completed 100% verification of its subscribers and in the

process disconnected three lakh subscribers

LIMITATIONS

During the entire research there were a few limitations which were faced by

me, some of them are mentioned below.

1. As my working area was very limited and my work was to awaring of

the different services to the customers so I had faced the problem of not

interacting with large amount of customers.

2. Some managers were not interested in sharing the required

information with us as it was their confidential matter and they show no

interest to disclose to us or make it public.

3. Since I was not aware of this type of work, so for forwarding these

application forms sometimes somewhere I was perplexed in these

situations.

4. Our scope of study was our main constraint though the subject is vast

we had to confine to only our objectives in the aim.

54
 5. Companies are not providing the informations very easily & they did

not tell me about the royalty paid by them to the Government.

I had done my best within my limitations to do justice to my project.

SUGGESTIONS
RECOMMENDATIONS

As per my observation to increase the service efficiency as well as satisfaction level

of customer the following suggestions are given below:-

1. Effective promotion strategy for village level.

2. Regular visit of sales officer to customer care.

3. Proper coordination with the outlets.

4. Service personnel would tackle customers properly.

5. Landline network should be increased.

6. More outlets in all cities.

8. MIGRATION must be done in all places.

etc.

55
 ANALYSIS

Airtel is one of India’s leading Telecommunication Service Provider. Airtel provides

Broadband & Telephone services in 23 Telecom circles in India. Airtel keeps focus

on creating consumer– oriented Products & Services to increase the profit as well as

market or sales share. Airtel has long been committed to serving society as a

contributed member both Economically & Socially. They do this providing Products

& Services that offers maximum satisfaction to the customers.

Airtel was launched in the year 1995. Airtel provides a Host of Voice & Data
Products & Services including high speed GPRS service. Airtel also offers a wide
array of Post – Paid & Pre – Paid Mobile offers with a range of Tariffs plans that
target different Segments
A comprehensive range of value added customized services are part of the unique

packages from Airtel. This shows that how much Airtel understand & offers products

& services that are created accordingly to the needs & requirements of Targeted

Segments.

Airtel gas also spread its Business outsides India. It has strategic alliance with

SINGTEL & VODAFONE. Thousands of rupees have been invested in R & D for

designing a product for a particular market. Airtel sells its product & services because

of its brand name & that is only due to providing quality product at reasonable price.

56
As I am doing my training at the Distribution centre of Airtel Ltd. Named as SRI

SHYAM INFOTEK. Mostly I hear from the customer’s mouth only that Airtel

provides quality product & services & they feel proud to use the Airtel products &

services. People have built a confidence in the company & to some extent it is right

because Airtel is selling its products &services because of its name & quality. This

study depicts the different business segments of AIRTEL.

Things you didn't know about Airtel

• Every 5th mobile user in India talks on Airtel.

• About 91% of mobile owners in India reside in Airtel's circles.

• At 1, 50,000, Airtel has the largest family of retailers.

• Airtel also has the largest network of exclusive outlets - over 400 - and the

largest share of 'prepaid' subscribers.

• Airtel provides telecom services to an entire nation outside India.

• Airtel monitors 300 customer touch points through a continuous customer

satisfaction research process.

57
 LIMITATIONS

Every study is done to find certain new things, gain knowledge and find the

limitations of the company. During the study I also faced some problems & I hope the

following limitations should not affect the study.

 Airtel produce goods as per the standard norms. For building a good market

share in Indian markets the company has to first research on the lifestyles,

requirements & preferences of the people of the country

 As there is development in Science & Technology day-by-day there is going

to be stiff competition in between all the Telecomm Company.

 As there are new companies entering into market with more advancement in

Technology Company has to cope up with the environment.

 Data gathered from various sources was not enough.

 Lastly, time was the main constraint of the study.

58
 RECOMMENDATIONS

As we all know that Airtel is the India’s largest Telecomm Service provider.

Company enjoys a good reputation in the Market. The company should widely spread

its information network. Because people in India are Ignorant & they are attracted

towards more on the products promoted more & more. There is need on the part of

company to make people aware of its products & services & their qualities in every

segment.

Certain points I think which are essential for Airtel to improve its working are:

 As the market trend changes day-by-day it is important for the company to

provide products according to the needs and preferences of the customer.

 More stress on advertisements should be given to provide information about

the products or innovations made in it.

 Dealer networks should be widen.

59
  Product Features should be improved.

There should be transparency between the sharing of Information between the

customer and company.

CONCLUSION

In this report I had studied about different product & services segments of Airtel Pvt.

Ltd. As we all know that Airtel is the India’s largest Telecomm Service provider.

Airtel has long been committed to serving as a contributing member of society & the

individual communities in we do business-both economically & socially. Since its

establishment company has remained on the leading edge by providing products of

high quality that create new values, at a reasonable price, for world wide satisfaction.

I feel great to work with the company which works on its product quality & make

regular innovations in its products. There is no other company which can compete

with Airtel with respect to its Technology & benefits.

60
BIBLIOGRAPHY

WEBSITES:

 www.airtel.com

 www.yahoosearch.co.in

 www.googlesearch.com

MAGAZINES:

 Business India

 Business Today

NEWSPAPERS:

 The Times of India.

 Hindustan Times.

 Economic Times

61
 QUESTIONNAIRE
1. Do you know about AIRTEL?
 Yes  No
2. When did you buy AIRTL product?
 Before 1 week  Before 2 week  Before 1 month  Before 2
month

3. What you don’t like in AIRTEL?

___________________________________________________________

5. Why do you use AIRTEL product?

 Quality  Large Size  Promotion Offers 
Lower Prices  Variety of Products  Others
_____________________

6. Which top up do u use mostly?

 Rs. 10  Rs.20  Rs.30
 Rs.60  Rs.120  full talk time
7. Do you other product besides AIRTEL?
 Yes  No
If Yes, then
(a) Which product do you use?
 Cellone Rim  Smart  TATAIndicom
 Aircel

(b) Why do you use these products?

8. Who/What influences your buying decision?
 Friends  Family  Advertisement  Past-experiences
9 which company’s advertisement you like most?
 Bharti Airtel  Reliance Rim  Tata Indicom
 Reliance Smart  Cellone  Aircel

10 rate the advertisements different mobile operators based on Ur liking?

Excellent Good Fair Bod Extremely Bad

62
Bharti Airtel
Reliance Rim
Tata Indicom
Reliance Smart
Cellone
Aircel

11. Which language Newspaper do you read?

HINDI English
□Hindustan □ Hindustan times
□ Danik jagran □ Times Of India
□ Aaj □ Sahara news

12. Your Favourite TV channel ____________________

(a) Viewing time (eg. 8-10pm) ____________________
13 Any improvement suggestion for Bharti Airtel:

About You

1. Name: __________________ 2.Phone No. :

_________________

3. Gender:  Male  Female

4. Residential Area: _________________________________

5. Mode of Transport used:

 Car  Two-wheeler  Auto  Bus  Other____________

6. Age 7. Family Income (per

month)
 Below 18  Below Rs.
5,000
 18 – 25  Rs. 5,001 - 10,000
 26 – 30  Rs. 10,001 - 20,000
 31 - 40  Rs. 20,001 - 30,000
 41 - 50  Rs. 30,001 and above

63
 Above 51

8. Marital Status 9. Family Size

 Single  Married  Single  2  3  4

  5 and above

10. Occupation 11. Educational

Qualifications
 Unskilled Graduate/Post Graduate
Professional
 Skilled Graduate/Post Graduate
 Self Employed/Professional Upto class 4
 Clerical Salesman 10th or 12th
 Supervisory Level
 Officers / Executive Junior
 Officers / Executive Middle/Senior
 Housewife
 Student
 Businessman

Thank You for Your Cooperation!

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