The Companys Structure

Airtel

CUSTOMER SERVICE DELIVERY

Customer Service Delivery is one of the very essential departments of the organization. It
plays a very vital role in the organization. This department starts working right from the
beginning when a customer applies for a connection.
CSD is the department which is to sort out any kind of problem faced by the customer. The
department is playing a very vital role in retaining the customers.

The department has three touch-points:-

TOUCH
POINTS

OUTLE

CALL

SELF

OUTLETS:
The outlets are those where a connection is available and a customer can go and grab. The
outlets are made by the company for easy access of the connection. Suppose a customer is
facing any problem, he/she will go to the outlet first and ask what to do regarding it. They
here at this point provide service to the customers for easy access and contact the company as
and when required. The outlets work on behalf of the company and provide service to the
customers.
Through outlets a customer pays bill, recharge the number, launch complains, etc. Outlets are
first place where from the functioning of the department starts.

CALL CENTRE:
We are very much familiar with the term Call Centre. We know what it does and how it
functions. A call centre receives a call from a customer and treats the customer according to
their needs.
A customer contacts a call centre through a given helpline number by the company. The call
centre deals with the complains and also provide with information that is required to the
customer.
This is a place where they tries to solve the problem online if possible or they take the
complain from the customer and gives the customer a complain number. Now a days call
centre is available in almost all the companys. The main function of call centre is to solve the
problem of the customers and follow up.

SELF SERVICE:
This is a touch point where a customer does everything themselves. This is done with SMS
service. By following the guide one can do it. Here what happen is if a person wants to
activate a service like miss call alert, caller tune, news, etc. The customer can read the
instruction and do it by himself by sending one SMS or by dialling a specified number.
If a customer wants to check the balance amount of the number using for a pre-paid customer
or if a post-paid customer wants to know the bill amount of the number, then the customer
can by dialling the specified number provided by the service provider can check it.

The CSD department has three departments. They are shown below:

CSD

CONTACT
EXPERIEN
CE Call centre,

IVR(Interacti
ve Voice
Recorder),
Service
Recovery.

SERVICE
EXPERIENC
E Communicatio
n, Collection,
Service,
Provisioning,
Risk and
Credit.

ZONAL
OPERATIO
N

HUMAN RESOURCE DEPARTMENT

The Human Resource department in Airtel is divided into four sub-divisions. Let us see what
the entire department does and how it functions:

HUMAN
RESOUR
TALENT
ACQUISITI
ON

HUMAN
RESOURCE
LEARNING
AND
DEVELOPMEN

TALENT ACQUISITION:
1.
2.
3.
4.
5.

ORGANIZATION STRUCTURE.
MANPOWER REQUIREMENT/ PLANNING.
SOURCING.
HIRING.
INDUCTION/ORIENTATION.

LEARNING AND DEVELOPMENT

1. PMS (PERFORMANCE MANAGEMENT SYSTEM).
2. CAREER DEVELOPMENT OF EMPLOYEE.
3. TRAINING AND DEVELOPMENT.

HUMAN RESOURCE AND OPERATIONS

ADMINISTRATIO
N/ SUPPORT
FUNCTION

This sub division of HR department looks after the Salary of the employees, compensation,
Fringe Benefits and also records all the information regarding the employees working in the
organization

ADMIN/SUPPORT FUNCTION
This looks after all kinds of support and facilities of the organization.

PROCEDURE FOR PROMOTION:

Promotion or level up gradation is based on the performance basis the KRAs. Employees are
evaluated on the key business parameters and on their leadership skills through a rigorous
evaluation process during the annual PMS (Performance Management System). Promotion
also depends on the job requirement visa vis the current competencies required.

TRANSFER PROCEDURE:
In Bharti all employment contracts are subject to transfer as per companys requirement.
Employee can also opt for transfer /movement from one location to another due to family
reasons.

MARKETING DEPARTMENT

The structure of the Marketing department maintain by AIRTEL:

MARKETING
ACQUISITI
ON

VALUE
MARCOM/
ADDED
BRAND
SERVICE
TEAM
CUSTOMER
BUSINESS
LIFE CYCLE
PLANNING AND
MANAGEM
CUSTOMER
ENT
INSIGHT

BABY
CARE

HIGH
VALUE
MASS

INACTIV
ITY

ACQUISITION:
This is the department where customers when enters new into the service, this team plays a
role there. They on board the customers in the company.

CUSTOMER LIFE CYCLE MANAGEMENT:

ENTR
Y

EXIT

LIFE CYCLE OF A
CUSTOMER

BABY CARE:
Baby care is taken to those customers who are new for the company. And to make them
comfortable with the company this care is taken. They are provided all the information and
make the customer what all the products and schemes are available.

MASS:
Mass group is that which means there are a large number of customers. And the mass group is
the Pre Paid users. The company tries to retain the number of users. They are not so
concerned with the income from them, but concerned mostly about the huge number of
customers in the company.

HIGH VALUE:
High Value customers are the Post Paid customers. The number of Post Paid customers is
less, but the revenue generated from the Post Paid customer is high. So the company tries to
maintain the revenue earned from customer.

INACTIVITY:

This department plays a role when a customer comes out of the Cycle. They play a role of
retaining the customers by offerings other schemes and by asking the reason behind leaving
the company. And if the customer agrees with the new schemes offered by the company, they
continues with the service and if not they will leave the company.

VALUE ADDED SERVICE:

Services which are provided by the service provider as an augmentation in the product. Eg.
Caller tunes, Miss call Alert, Airtel Money etc.

MARCOM/ BRAND TEAM:

This team is the medium of communication between the company and the customer. They
influence the selling of a product in the market. They express the thought of the company in a
practical form to the customers.

BUSINESS PLANNING AND CUSTOMER INSIGHT:

This department plan the future of the business and how to present them in the market so that
they can attract the customers and grow up their business.
The marketing department has to monitor their customers all the time. They are the only one
who can fulfil the need, desire and wants of the customer. It is very much important to know
how the customer treats the product in the market. The marketing department creates brand
awareness in the market.
The marketing department creates new outlets in the market so that the brand can perform
well and also made available to the customers.

FINANCE DEPARTMENT

Airtel has three verticals of the Finance Department. They are:

VERTICALS

FINANCIAL
REPORTING
AND
COMPLIANC

BIUSINESS
PLANNING
AND
ANALYSIS

TAXATION

FINANCIAL REPORTING AND COMPLIANCES:

This vertical of the finance department deals with hard core accounting. We can also say the
day-to-day operations of the business.

BUSINESS PLANNING AND ANALYSIS:

They plan the future requirements of fund in the business. They are also concerned with the
decision support system. The reporting part to the higher authority is done by this department.

TAXATION:
All the tax part is looked by this vertical. They decide the amount of tax to be included. What
should be the payment of tax and how much tax is collected is looked by this vertical.

INVESTMENT:

Investments are mainly done in the setting up of network towers and underground fibre
cables. And the outside investments are done by the higher authority like the CEO of the
company.

COLLECTION OF REVENUE:
Revenues are collected from the three sources. They are:
a) MTC (Mobile Terminating Cost)
b) MOC (Mobile originating Cost)
c) Roaming revenue.

The company has to pay to the other telecom companies for using of the network. Suppose an
Airtel customer makes a call to Reliance customer, then Airtel has to pay to Reliance for
making a call to the network. Rate of payment differs from step to step. There are different
rates for making a local call, for STD call and for ISD call.

Vodafone

Organizational Chart of Vodafone India:

VODAFONE INDIA
Sunil Sood (CEO)

Directors

Human
resourc
es

Chief
Commercia
l Officer

Chief
Operating
Officer

Enterpris
e Head

HR SERVICES

Technolog
y Head

O .D South

Learning &
Developmen
t

O.D North

HR Business
Partners

O.D East

O.D West

Resourcin
g

Business Head

Management or Board of Directors

Extern
al
Affairs
Head

Regulato
ry Head
General
Council
Head

Vodafone Group
Plc
Jeroen Hoencamp

Michel
Combe
s
(Europe

Warren
Finegold

Andy
Halford

Matthew
Kirk

Steve
Pusey

(Strateg
y&
Business
)

(Group
Finance)

(Group
External
Affairs)

(Group
Technolog
y)

Morten
Lundal
(Group
Commercia
l)

HR Department

Rosemary
Martin

Ronald
S

(Group Legal)

(Group
HR)

Nick Read
(Asia,
Africa)

HR Head

Administrati
on

HR
Operations

Contract Labour
Management

Recruitment

H.S.W & Security

Performance
Dialogue &
Rewards

Facility
Management

Learning &
Developmen
t

Functions of HR Department:
Attract bright and relevant talent
Develop continuously by providing opportunities
Excite by creating a culture that is invigorating and creatively innovating
Retain the best talent by creating an environment of trust and bonding
Recruit right resources at the right cost and time
Develop overall organization human resources capabilities through relevant
interventions
Facilitate HR and Administration process and systems so as to enhance staff
retention
Facilitate and sustain employee engagement through purposeful organization
communication process

Marketing and Sales Department:

Marketing & Sales

Head

Marketing

Retail

Sales

Data

Distributio
n

Roaming

Sales Planning
Management

Campaigni
ng
Manageme
Value
Added
Services
Post-paid
& Prepaid

Modern Trade

Management
Information
System

Zonal Manager

Project
s

Service
s
Sales

Management
Information
System

Marketing and sales is one of the most important departments in the Vodafone India.
Marketing department is that business department which focuses on the practical application
of different marketing techniques and the management of a firms marketing resources and
activities. It helps in the generation of different marketing strategies, techniques, evaluating
and executing them.
Marketing department is marketing and sales in the Karnataka circle which is further divided
in to 8 zones. The 8 Zones are Bangalore east, Bangalore west, Mysore, Hubli, Gulbarga,
Davangre, Turnkur, Mangalore.
The main responsibilities of marketing department are:

To define and manage the customer needs and expectations.

Deliver innovative products and services.
Promoting the products through effective advertisement campaigning.
To implement business models for new products and services.
To develop and implement the tariff plans.
To support product penetration of accounts through target acquisitions.

Sales and Distribution

Business Head

Sales &
Marketing Head
Sales Head

Distribution
Lead

Zon

Zon

Zon

Zon

Zon

Zon

Zon

Zon

Distribution Lead

Area Sales
Manager

Channel
Manager

Distribut

Merchandis

Area Sales
Manager

Area Sales
Manager

Channel
Manager

Channel
Manager

Channel
Manager

Distribut

Distribut

Retaile

Runner

Custom

The main responsibilities of sales and distribution department are:

Promoting the product and services by visiting the market and communicating with
retailers.
Fulfilling the demand for the product and avoiding the shortages.
Constant visiting to market to see the advertisement campaigning.
Preparing the monthly target sheets.
Preparing the CAF records.
Collecting the records from distributers and hearing the problems of customers.

Finance and Accounts Department

Finance & Accounts

Head

Financial
Planning &
Analysis
Revenue
Assessment

Taxation

Financial
Accounting

Zonal
Accounting

Supply Chain
Management

Credit &
Collection

Major functions of finance department include:

Preparation of financial statements

Internal audit
Supervision of collection, billing, banking and statutory compliances.
Finalization of accounts.
Cash flow projections
Budgeting
Tax returns filing.
Debt management.
Agreements and dispute resolution.
Supervision of costing

Technology Department

Technology Head

Transmissi
on

Informati
on
Technolog
Operations
&
Manageme

Customer Service Department

SWITCH

Project
s
Career
Business

Customer Service Head

Retention &
Relation

Quality
Assurance

Call Centre
outbound

Call Centre Inbound

Customer
Support Group

Service Partner
Management