Internship Report For Bharti Airtel

Business school of Delhi
THE INTERNSHIP REPORT FOR PGDM
2009-2011
On
Increasing the market share of Airtel in the assigned territory (East Delhi) in
terms of sales and service quality
Name of the organization
Bharti AIRTEL
Industry Guide: Place of Work:

Prof. Rajesh Kumar East Delhi distributor
(Marketing HOD, BSD) (Jai Durga)
Supervised By: Submitted By:

Mr. Akhilesh Gupta Ankit Jain
(Ast. sales manager, Airtel Delhi circle) Marketing and IB
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INTERNSHIP PROJECT PERPARED BY: ANKIT JAIN
ACKNOLEDGEMENT
Industrial training is an integral part of any post graduate management program and for
that purpose I had joined a company what else can be good as Bharti Airtel. India’s
leading Telecommunication Company.
I take the opportunity to express my gratitude to all of them who in some or other way
helped me to accomplish this challenging project in Airtel. No amount of written
expression is sufficient to show my deepest sense of gratitude to them.
I am very thankful to Mr. Akhilesh Gupta (Assistant sales manager) Airtel, Delhi circle,
for there valuable guidance and very grateful to Professor Rajesh Kumar Faculty of
Business School of Delhi for their everlasting support and guidance on the ground of
which I have acquired a new field of knowledge. The course structure created for this
curriculum has benefited with the inclusion of recent development in the organizational
and managerial aspects.
I extend my sincere gratitude towards my parents and friends, who have always
encouraged me and gave suggestions as how to work on project. They always stand by
me in solving all my queries. Their support has always motivated me. Above all it gives
me immense pleasure to thank authors of various books who indirectly helped me in
gaining knowledge about Telecommunication industry.
Ankit Jain
PGDM (2009-11)
Marketing and International business
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PREFACE
The research provides an opportunity to student to demonstrate application of their

knowledge, skill and competencies required during the technical session. Research also
helps the student to devote their skill to analyze the problem to suggest alternative
solutions, to evaluate them and to provide feasible Recommendations on the provided
data.
The research is on the topic of “Increasing the market share of Airtel in the assigned
territory (East Delhi) in terms of sales and service quality “I have tried my level best to
prepare this report as an error free report and every effort has been made to offer the
most authenticate position with accuracy.
The Indian communications scenario has transformed into a multiplayer, multi product
market with varied market size and segments. Within the basic phone service the value
chain has split into domestic/local calls, long distance players, and international long
distance players. Apart from having to cope with the change in structure and culture
(government to corporate), Airtel has had to gear itself to meet competition in various
segments – basic services, long distance(LD), International Long Distance (ILD), and
Internet Service Provision (ISP).It has forayed into mobile service provision as well.
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Index
Page No.
Contents
I. Acknowledgement
II. Preface
III. Company profile 05
IV. Company overview 06

V. Vision and mission of Airtel 07
VI. Telecommunication sector in India 8-9
VII. Worldwide presence of Airtel 10-13
VIII. Subscriber base of Airtel in India 14-15
IX. History of Airtel 16-38
X. Objective of internship 39-58
XI. Research methodology 59
XII. Questionnaire 60-62

XIII. Respondents result 63-68
XIV. SWOT analysis 69
XV. BCG matrix 70
XVI. Findings 71
XVII. Recommendations 72
XVIII. Bibliography 73
Company profile:
Bharti Airtel Limited
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Type Public (BSE: 532454)
Industry Telecommunications
Founded 7 July 1995
Founder(s) Sunil Bharti Mittal
Headquarters New Delhi, India
Area served Worldwide
Key people Sunil Mittal (Chairman) & (MD)

Manoj Kohli
Products/services Wireless (mobility),

Telephone,
Internet,
Satellite television (DTH),
Life insurance (Bharti Axa life insurance) and
Retail (Easy day)
Revenue ▲ US$ 7.254 billion (2009)
Operating income ▲ US$ 2.043 billion (2009)
Net income ▲ US$ 1.662 billion (2009)
Total assets ▲ US$ 11.853 billion (2009)
Employees 25,543 (2009)
Parent Bharti Enterprises (64.76%)

SingTel (30.5%)
Vodafone (4.4%)
Website Airtel.in
Overview:
Bharti Airtel Limited ((BSE: 532454) formerly known as Bharti Tele-Ventures
LTD (BTVL) is an Indian company offering telecommunication services in 18 countries.
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It is the largest cellular service provider in India, with more than 135 million
subscriptions as of May 2010.
Bharti Airtel is the world's third largest, single-country mobile operator and fifth largest
telecom operator in the world in terms of subscriber base. It also offers fixed line
services and broadband services. It offers its telecom services under the Airtel brand
and is headed by Sunil Bharti Mittal. The company also provides telephone services
and broadband Internet access (DSL) in over 89 cities in India. It also acts as a carrier
for national and international long distance communication services. The company has
a submarine cable landing station at Chennai, which connects the submarine cable
connecting Chennai and Singapore.
It is known for being the first mobile phone company in the world to outsource
everything except marketing and sales. Its network (base stations, microwave links,
etc.) is maintained by Ericsson and Network. Business support by IBM and transmission
towers by another company. Ericsson agreed for the first time, to be paid by the minute
for installation and maintenance of their equipment rather than being paid up front. This
enables the company to provide pan-India phone call rates of Rs. 1/minute
(U$0.02/minute).
The company is structured into four strategic business units - Mobile, Telemedia,
Enterprise and Digital TV. The mobile business offers services in 18 countries across
the Indian Subcontinent and Africa. The Telemedia business provides broadband, IPTV
and telephone services in 89 Indian cities. The Digital TV business provides Direct-to-
Home TV services across India. The Enterprise business provides end-to-end telecom
solutions to corporate customers and national and international long distance services
to Telco’s.
Globally, Bharti Airtel is the 3rd largest in-country mobile operator by subscriber base,
behind China Mobile and China Unicom. In India, the company has a 30.7% share of
the wireless services market. In January 2010, company announced that Manoj Kohli,
Joint Managing Director and current Chief Executive Officer of Indian and South Asian
operations, will become the Chief Executive Officer of the International Business Group
from 1 April 2010. He will be overseeing Bharti's overseas business.
Vision and mission of Bharti Airtel:
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Vision
By 2010 Airtel will be the most admired brand in India:
 Loved by more customers

 Targeted by top talent
 Benchmarked by more business
Mission
 We will meet the mobile communication needs of our customers through:
• Error- free service delivery

• Innovative products and services
• Cost efficiency
• Unified Messaging Solutions
Telecommunications sector in India

Indian telecom is more than 165 years old, beginning with the commissioning of the first
telegraph line between Kolkata and Diamond Harbors in 1839. In1948, India had 0.1
million telephone connections with a telephone density of about 0.02 telephones per
hundred populations. As of June2007, there were 225.21 million telephone (including
cellular mobile) connections in the country with a telephone density of 19.86 telephones
7
per hundred populations. Out of total 225.21 million telephone connections, 185.13
million (nearly 82percent) connections pertained to wireless and mobile phones. Some
administrative and functional aspects of the telecom sector in India are discussed
below:
History of Indian Telecommunications started in 1851 when the first operational

land lines were laid by the government near Calcutta (seat of British power). Telephone
services were introduced in India in 1881. In 1883 telephone services were merged with
the postal system. Indian Radio Telegraph Company (IRT) was formed in 1923. After
independence in 1947, all the foreign telecommunication companies were nationalized
to form the Posts, Telephone and Telegraph (PTT), a monopoly run by the
government's Ministry of Communications. Telecom sector was considered as a
strategic service and the government considered it best to bring under state's control.
In 1880, two telephone companies namely The Oriental Telephone Company

Ltd. and The Anglo-Indian Telephone Company Ltd. approached the Government of
India to establish telephone exchanges in India. The permission was refused on the
grounds that the establishment of telephones was a Government monopoly and that the
Government itself would undertake the work. By 1881, the Government changed its
earlier decision and a license was granted to the Oriental Telephone Company Limited
of England for opening telephone exchanges at Kolkata, Mumbai, Chennai (Madras)
and Ahmedabad. January 28, 1882, is a Red Letter Day in the history of telephone in
India. On this day Major E. Baring, Member of the Governor General of India's Council
declared open the Telephone Exchange in Kolkata, Chennai and Mumbai. The
exchange at Kolkata named "Central Exchange" was opened at third floor of the
building at 7, Council House Street. The Central Telephone Exchange had 93 numbers
of subscribers. Bombay also witnessed the opening of Telephone Exchange in 1882.
India is the fourth largest telecom market in Asia after China, Japan and South
Korea. The Indian telecom network is the eighth largest in the world and the second
largest among emerging economies. At current levels, telecom intensiveness of Indian
economy measured as the ratio of telecom revenues to GDP is 2.1 percent as
compared with over 2.8 percent in developed economies (CRISIL, www.ibef.com).
Indian telecom sector has undergone a major process of transformation through

significant policy reforms. The reforms began in 1980s with telecom equipment
manufacturing being opened for private sector and were later followed by National
Telecom Policy (NTP) in 1994 and NTP'1999.
Historically, the telecom network in India was owned and managed by the
Government considering it to be a natural monopoly and strategic service, best under
state's control. However, in 1990's, examples of telecom revolution in many other
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countries, which resulted in better quality of service and lower tariffs, led Indian policy
makers to initiate a change process finally resulting in opening up of telecom services
sector for the private sector.
Policy reforms can be broadly classified in three distinct phases
* “The Decade of 1980's saw private sector being allowed in telecommunications

equipment manufacturing. Mahanagar Telephone Nigam Limited (MTNL) and Videsh
Sanchar Nigam Limited (VSNL) were formed and a Telecom Commission was set up to
give focus to telecommunications policy formation.
* In 1990’s, Telecommunications sector also benefited from the general opening up of

the economy. NTP 1994 was the first attempt to give a comprehensive roadmap for the
Indian telecommunications sector.
• Availability of telephones on demand (targeted by 1997)
• Universal service covering all villages and one PCO per 500 persons in
urban areas at the earliest (targeted to be achieved by 1997)
• Telecom services at affordable and reasonable prices
• World standard quality of services
* “NTP 1999 brought in the third generations of reforms in the Indian

telecommunications sector.
Worldwide presence of Airtel:
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Airtel is the 5th largest mobile operator in the world in terms of subscriber base and has
a commercial presence in 19 countries.
Its area of operations includes:
 3 countries in the Indian Subcontinent:
Bangladesh, India and Sri Lanka
 16 countries in Africa:
Burkina Faso, Chad, Democratic Republic of the Congo, Republic of the

Congo, Gabon, Ghana, Kenya, Madagascar, Malawi, Niger,Nigeria, Seychelles, Sierra
Leone, Tanzania, Uganda and Zambia.
Airtel owns 70 % of Warid Telecom in Bangladesh through a joint venture. Bharti Airtel
Limited will take management control of the company and its board, and will re-launch
the company's services under its own Airtel brand. The Bangladesh Telecommunication
Regulatory Commission approved the deal on January 4, 2010.
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Airtel operates in the following countries. Airtel is interimly known as Zain in its newly
acquired Africa operations and will assume the Airtel brand name only in the coming
months.
Country Site Remarks
Warid Telecom International LLC, an Abu Dhabi based

consortium, sold a majority 70% stake in the company to
India's Bharti Airtel Limited for US$300 million.[1] Bharti
Airtel Limited will take management control of the company
and its board, and will relaunch the company's services
Bangladesh http://www.waridtel.com.bd
under its own Airtel brand. The Bangladesh
Telecommunication Regulatory Commission approved the
deal on January 4, 2010. As of December, 2009 Warid has
secured 2.99 million subscribers and is ranked fourth among
the six operators of Bangladesh.
Burkina Airtel in Burkina Faso is the dominant player with 1,433,000

http://www.bf.zain.com
Faso customers representing 50% market share.
A pioneer in the Chadian telecom industry, Airtel in Chad is

Chad http://www.td.zain.com
the no. 1 operator with 69% market share.
Democratic
Republic of the http://www.cd.zain.com
Congo
The rapidly growing mobile sector in Gabon grew by 16.5

percent from 2007 to 2008 according to statistics from the
Gabon http://www.ga.zain.com
Bank of Central African States. Airtel in Gabon has 829,000
customers and its market share stood at 61%.
Ghana http://www.gh.zain.com Airtel in Ghana has over 1 million customers.
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Airtel is market leader in India with 31.18% market share as
India http://www.airtel.in
on July 2010.
Airtel Kenya customers stand at 2,418,000 million with 17%

Kenya http://www.ke.zain.com
market share.
Airtel holds second place in the mobile telecom market in

Madagascar http://www.mg.zain.com Madagascar, has a 39% market share and over 1.4 million
customers.
Airtel in Malawi is the market leader with a market share of

Malawi http://www.mw.zain.com
72%.
Niger http://www.ne.zain.com Airtel in Niger is the market leader with a 68% market share.
Nigeria http://www.ng.zain.com
Republic of Airtel in Congo is the market leader with a 55% market

http://www.cg.zain.com
the Congo share.
Telecom Seychelles (Limited) also known as “Airtel” is the

leading comprehensive telecommunications services
Seychelles http://www.airtel.sc
providers with over 55% market share of mobile market in
Seychelles.
Sierra
http://www.sl.zain.com
Leone
Sri Lanka http://www.airtel.lk
Airtel in Tanzania is the market leader with a 38% market

Tanzania http://www.tz.zain.com
share.
Uganda http://www.ug.zain.com Airtel in Uganda stands as the no. 2 operator with a market
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share of 38%.
Zambia http://www.zm.zain.com
Subscriber base in India:
The Airtel subscriber base according to Cellular Operators Association of India (COAI)
as of May 2010 was:
Metros
 Chennai - 2,704,067
 Delhi - 6,204,025
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 Mumbai - 3,066,905
 Kolkata - 2,821,065
"A" Circle
 Andhra Pradesh - 13,547,616

 Gujarat - 5,760,204
 Karnataka - 13,209,270
 Maharashtra - 6,701,424
 Tamil Nadu - 8,423,702
"B" Circle
 Haryana - 1,554,034
 Kerala - 3,185,876
 Madhya Pradesh - 7,202,200
 Punjab - 4,921,266
 Rajasthan - 10,802,138
 Uttar Pradesh (East) - 9,671,973
 Uttar Pradesh (West) - 4,317,918
 West Bengal - 6,001,669
"C" Circle
 Assam - 2,570,283
 Bihar - 9,652,206
 Himachal Pradesh - 1,346,666
 Jammu and Kashmir - 1,976,568
 North Eastern States - 1,538,853
 Orissa - 4,373,802
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Airtel is the market leader in India with a total of 133,619,705 out of 444,295,711 GSM
mobile connections or 31.18% market share as of July 2010.
History of Airtel
Cellular telephony was introduced in India 1990s onwards. At that time, there were only
two major private players, Bharti (Airtel) and Essar (Essar) and both these companies
offered only post-paid services. Initially, the cellular services market registered limited
growth.
Post-paid services: these services are those for which customer have to pay the
amount generated in the bill on monthly basis after using the services. Due to some
Indian myths these services were unable to attract the customers of rural and urban
markets.
15
Moreover, these services were mostly restricted to the metros. Other factors such as
lack of awareness among people, lack of infrastructural facilities, low standard of living,
and government regulations were also responsible for the slow growth of cellular phone
services in India.
Although the cellular services market in India grew during the late 1990s (as the number
of players increased and tariffs and handset prices came down significantly) the growth
was rather marginal. This was because the cellular service providers offered only post-
paid cellular services, which were still perceived to be very costly as compared to
landline communications.
That time the prices are that much high for cellular services, even for incoming calls
customers had paid 7 – 10Rs per/min and for outgoing up to 16Rs per/min. Gradually
these rates get decreased as level of competition among private service provider is
getting throat cut and because of this tough competition call rates are decreasing even
today also.
Following this realization, the major cellular service providers in India, launched pre-
paid cellular services in the late 1990s. The main purpose of these services was to
target customers from all sections of society (unlike post-paid services, which were
targeted only at the premium segment). Customer showed favorable response for pre-
paid services as a result companies are focusing more on pre-paid customer as
compared to post- paid.
Pre-paid: these services are those for which customer have to pay before using the
services. This can be done only through paper recharge coupons ranging to different-
different amount as for the convenience of customers.
1976-79
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• Bharti Enterprises founded by Sunil Bharti Mittal.
• Starts as a small scale manufacturing unit for bicycle
components. Diversifies into production of yarn, stainless steel
sheets for surgical utensils.
1980-84
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• Bharti Overseas Trading Corporation set up. Bharti imports
and markets stainless steel products, brass and plastic
products, and zip fastners etc.
• Bharti ties up with Suzuki, Japan to import and distribute
portable gensets. By 1984 Bharti is the largest importer of
portable gensets in India.
1985-88
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• Bharti makes it entry into the telecom sector with Bharti
Telecom. Enters into a technical tie-up with Siemens AG of
Germany and becomes the first company in India to
manufacture electronic push button telephones in Gurgaon.
• Bharti Telecom's Ludhiana factory commences operations for
manufacturing push button phones
• Bharti also makes an entry into India's pharma sector with
Bharti Healthcare, which manufactures empty hard gelatin
capsules.
1989
19
• Bharti ties-up with Takacom Corporation, Japan to become
the first company in India to manufacture telephone
answering machines.
1990
• Bharti ties-up with Lucky Gold Star, South Korea to become

the first company in India to manufacture cordless
telephones
20
1991
• Bharti Telecom's products reach international markets.

Company signs OEM contract with Sprint, USA for
manufacture and export of telephone sets.
1992
• Bharti Cellular Ltd. is born. Bharti forms a consortium with
SFR-France, Emtel-Mauritius and MSI-UK, to bid for mobile
service provider licenses in Indian metros.
1993
21
• Bharti Telecom's Gurgaon factory becomes the first
manufacturer of push button phones to be awarded ISO
9002 accreditation.
• Bharti provides technical assistance to Uganda for
manufacture of push button pones.
1994
• Bharti wins GSM mobile service provider licence for Delhi

NCR.
• Bharti Telecom's Ludhiana factory gets ISO 9002
accreditation
1995
22
• Bharti launches Delhi's first GSM mobile services under the
Airtel brand
• Forms consortium with Telecom Italia to bid for cellular and
fixed-line services under Bharti Telnet
• Bharti joins forces with Siemens to market telephone
terminals under SIEMENS and BEETEL brand names.
• Bharti Tele-Ventures is incorporated
1996
23
• Airtel launched mobile services in the state of Himachal
Pradesh, the first by any private Telco.
• Telecom Italia acquires 20% equity interest in Bharti Tele-
Ventures
• Bharti Telnet bids for fixed line licence in the state of
Madhya Pradesh
Bharti forays into manufacture of HDPE Silicore ducts. Forms

a joint venture with Dura-Line Corp, USA
1997
• British Telecom acquires equity interest in Bharti Cellular

• Airtel becomes the first mobile service provider in the
country to cross the 100,000 customers mark
• Bharti gets licence to provide comprehensive telecom
services in Seychelles.
24
• Bharti wins fixed-line service provider licence for Madhya
Pradesh. Becomes the first private company in India to win a
fixed-line licence.
• Bharti Telecom and British Telecom form joint venture -
Bharti BT Ltd. - for offering VSAT services
• Bharti-Duraline commences operations. Becomes the first
company in India to manufacture HDPE Silicore Ducts.
• Bharti Telecom emerges as the largest manufacturer of
telephones in India with a capacity of 200,000 units.
1998
• Bharti becomes the first Indian company to offer telecom

services in international markets. Launches mobile services
in Seychelles.
25
• Bharti launches India's first private fixed line service in
Indore, Madhya Pradesh
• British Telecom consolidates its equity interest in Bharti
Cellular to 44%
• Bharti BT Internet, a joint venture of Bharti Telecom and
British Telecom, formed for providing ISP services.
• Bharti commissions India's first private sector transmission
network between Bhopal and Indore
1999
26
• Warburg Pincus, a leading international private equity
investor, picks up stake in Bharti Tele-Ventures.
• Bharti acquires a controlling stake in JT Mobiles, established
footprint in the states of Andhra Pradesh and Karnataka
• Bharti BT Internet launches ISP services in Delhi, Mumbai
and Bangalore under the `Mantra online' brand.
• Airtel launches fixed line services in Raipur and Jabalpur in
the state of Madhya Pradesh.
2000
• Bharti and SingTel, Asia's leading Telco, form strategic

partnership. SingTel invests $ 400 million in Bharti.
27
• New York Life International acquires a 3% equity interest in
Bharti Cellular
• Bharti acquires majority stake in SkyCell, establishes
presence in the Chennai circle
• Bharti and SingTel announce a $650 million partnership for
undersea optic fibre cable between India and Singapore
• Bharti and SingTel form Bharti Telesonic to operate and
manage National Long Distance operations.
• Mantra Online launches India's first International Satellite
Gateway.
2001
28
• Bharti wins mobile service provider licences in 8 circles and
fixed-line service provider licences in 4 circles. Bharti's
mobile service provider licence in Punjab is restored.
• Bharti acquires Spice Cell and enters the Kolkata circle.
• Bharti Telesonic launches National Long Distance services
under the `IndiaOne' brand.
• Bharti launched "Touch Tel" its fixed line service brand,
launches fixed line services in Haryana
• Forms joint venture with SingTel for a submarine cable
landing station between India and Singapore
• SingTel, Warburg Pincus, AIF, IFC, NYLIF and Seejay Cellular
make equity investments of approximately US$ 481.30
million in Bharti Tele-Ventures and through Bharti Telecom.
• Bharti acquires British Telecom's equity interests in Bharti
Cellular, Bharti BT and Bharti BT Internet.
• Bharti acquires three additional ISP licenses
2002
29
• Bharti goes public, completes India's first 100% book
building issue and gets listed on the National stock
Exchange, Bombay Stock Exchange and the Delhi Stock
Exchange on February 18, 2002.
• Bharti launches mobile services in Gujarat, Haryana, Kerala,
Madhya Pradesh circle, Maharashtra, Mumbai, Punjab, Tamil
Nadu, Uttar Pradesh (West).
• Bharti enters into a license agreement with the DoT to
provide International Long Distance services in India.
Becomes India's first private telecommunications services
provider to launch International Long Distance services.
• Bharti launched fixed-line services in the Delhi, Haryana,
Karnataka and Tamil Nadu.
2003
30
• Bharti enters the business outsourcing segment. Forms
TeleTech Services Ltd in partnership with TeleTech Holdings
(USA).
Airtel becomes India's largest GPRS network
2004
31
• Bharti, a first in the telecom industry, signs a 10 year
comprehensive IT outsourcing deal with IBM.
• Bharti heralds a new paradigm in telecom, outsources
mobile network to Ericsson and Nokia in mutli-million dollar
managed networks deals.
• Bharti clocks revenues in excess of a billion dollars annually.
Registers profits in excess of $150 million.
• Bharti & Rothschild form a 50:50 JV - FieldFresh- for linking
India's farms to the world.
• Bharti launches mobile services in Uttar Pradesh (East), West
Bengal, Jammu & Kashmir and Orissa.
• Airtel exclusively brings globally acclaimed Blackberry to
India
32
2005
• Bharti becomes India's first mobile service provider to

complete a national footprint in all 23 telecom circles.
• Vodafone picks up 10% equity interest in Bharti for $1.5
billion, making it the single largest foreign investment in the
country.
• Bharti continues to build on its successful business model
based on outsourcing. Enters into agreement with four global
BPOs - Hinduja TMT, IBM-Daksh, Mphasis & TeleTech
Services - and Nortel to provide world-class customer care
services
• Bharti marks its foray into financial services. Forms joint
venture with Axa of France to offer life insurance products.
33
• Bharti and IBM announce a Joint Go to Market program to
offer managed services in India.
• West Bridge Capital Partners, Sequoia Capital and Cisco
Systems pick up 10% stake in Bharti Telesoft
2006
• Bharti and Wal-Mart sign Memorandum of Understanding to

jointly explore Retail opportunities in India
• Bharti becomes the first Indian telecom operator to launch
3G services, starts 3G operations in Seychelles
• Bharti wins mobile service provider licence in Jersey and
Guernsey, Channel Islands, Europe.
• Bharti Axa Life Insurance launches national operations.
34
• Bharti and its Associates commit a corpus of Rs 200 crores
to Bharti Foundation to provide education to underprivileged
children in villages across India.
• Bharti Televentures rechristened as Bharti Airtel
2007
• Bharti becomes the fastest private telecom company in the

world to cross the 50 million mark. Enters the league of top 5
mobile companies in the world.
• Bharti launches Mobile Money Transfer pilot project in India
in partnership with GSMA
• Bharti outlines strategic roadmap for its Retail venture.
Commits investment of up to US $ 2 to 2.5 billion by 2015.
• Bharti and Wal-Mart Stores, Inc. form a joint venture Bharti
Wal-Mart Private Limited, for wholesale cash-and-carry and
back-end supply chain management operations in India.
35
• Bharti brings in Del Monte as a strategic partner in
FieldFresh to enhance focus in the processed food segment.
• Bharti makes its European debut. Launches mobile services
in Jersey, Channel Islands.
• Bharti Teletech manufactures its 20 millionth telephone.
• Bharti receives licence to offer Direct to Home (DTH)
Satellite TV services in India
• Jersey Airtel Launches Services, Brings A Range Of
Innovative Products And Services To Customers In Jersey
Under Airtel-Vodafone Brand
• Sunil Bharti Mittal chosen for Padma Bhushan, one of India's
highest civilian honours.
• Bharti and Axa form joint ventures to launch General
Insurance and Asset Management services in India.
• Bharti wins licence to offer mobile services in Sri Lanka.
• Bharti Telesoft acquires Jatayu Software.
36
2008
• Bharti launches its first set of retail stores in Ludhiana under

the `easy day' brand.
• Bharti crosses 60 million telecom customers landmark.
• Bharti launches services in Guernsey, Channel Islands.
• Bharti joins hands with Idea and Vodafone to form Indus
Towers - an independent passive mobile infrastructure
company.
• Eight leading international leading PE funds pick up stake
worth $1.25 billion in Bharti Infratel - Bharti's passive mobile
infrastructure company.
37
2009
• Bharti Airtel launches its services in Sri Lanka (2G/3G

network)
• Bharti Foundation sets up Bharti Centre for Communication
in partnership with Indian Institute of Technology, Mumbai
• Bharti Airtel and Alcatel-Lucent form JV to manage Bharti
Airtel's pan-India Broadband and Telephone services
• Bharti Walmart launches first Cash & Carry Store under Best
Price Modern Wholesale brand
• Bharti Telesoft renamed `Comviva'
38
• Bharti Airtel launches IPTV service; Digital TV interactive
• Bharti Airtel crosses the 100 million telecom customers mark
2010
• Bharti Airtel acquires 70% stake in Warid Telecom,

Bangladesh
• Bharti Airtel enters into a legally binding definitive
agreement with Zain Group to acquire Zain Africa
• Bharti Airtel acquires the mobile operations of Zain in 15
African countries. Becomes the fifth largest mobile operator
in the world.
39
Objectives of Internship
1) To filling out the communication gap between distributor and retailer in the
assigned beat.
2) To improve the sales at SSO’s (Sim Selling Outlets)
3) To enhance the visibility of Airtel as brand in the assigned market with the help of
merchandiser’s.
4) To supervise the merchandiser’s work.
5) Analyzing the FOS relationships (Field officers sales).
6) To open new lapu outlets in the required area.
40
7) To provide the necessary information to retailers related to filling out CAF’s
(Customer Application Form) for minimum rejection.
8) To solve the retailer’s grievances with the help of distributor and concerned
person and inspiring the morale of those retailers who are not SSO’s of Airtel.
9) Communicating the retailer’s on frequent intervals for describing their gross Sim
selling for the last month as to demolish the dispute.
Descriptions Along With Fact Sheets
1) To filling out the communication gap between distributor and

retailer in the assigned beat:
Here gap refers to: The retailers who are not aware about the amount of claim
they will get on the Sim selling and commission on lapu recharge or paper
recharge coupon.
So here our team objective is to communicate the claim and commission to the
retailers.
Retailers Claim on Sim Selling
Monthly Sim selling Claim/Sim
1 to 5 10
06 to 25 20
26 to 50 40
41
More than 50 50
Retailers Commission on Lapu Recharge and Paper
Coupons
Lapu Recharge: When customer’s mobile no. recharged with the retailers
mobile load it is said to be lapu recharge or we can say easy recharge.
Generally there is 2.25% commission is offered by Airtel to retailers on lapu

recharge and paper recharge however at frequent intervals Airtel offers more
commission on specified recharges, which are given below. As Airtel is the
market leader and serving maximum no. of satisfying customers its commission
is the lowest in the segment. Reliance GSM and Aircel is offering 3% and 4%
commission.
Commission on Current Specified Recharge
Recharge amount Commission
98 14.28%
220 5%
42
Fact Sheet
DISTRIBUTOR NAME LAPU NO. RETAILER NAME COMMUNICATION
JAI DURGA AGENCY 9871245071 RET-MUSKAN COMMUNICATION OK

JAI DURGA AGENCY 9871783642 RET-DOIRE TELECOM CENTRE OK
JAI DURGA AGENCY 9810373549 UNCLE JI TELECOM CENTRE OK
JAI DURGA AGENCY 9871783644 RET-MONARCH COMMUNICATION OK
JAI DURGA AGENCY 9910272115 DATARAM TELECOM OK
JAI DURGA AGENCY 9871774375 RET-KASHISH TELECOM OK
JAI DURGA AGENCY 9910307644 RET-ARORA TELE ZONE OK
JAI DURGA AGENCY 9818959458 JAI DURGA TELECOM & GENERAL STORE OK
JAI DURGA AGENCY 9871934280 SAI TELECOM OK
JAI DURGA AGENCY 9871934226 I.S.COMMUNICATION OK
JAI DURGA AGENCY 9910356597 HELLO POINT OK
JAI DURGA AGENCY 9910431709 RET-CHANDNI TELECOM SYSTEM OK
JAI DURGA AGENCY 9810061425 RET-NEW MOBILE PALACE OK
JAI DURGA AGENCY 9871245031 RET-CHAUHAN TELECOM CENTRE OK
JAI DURGA AGENCY 9871774342 RET-JANTA COMMUNICATION OK
JAI DURGA AGENCY 9818629150 MOBILE MANTRA OK
JAI DURGA AGENCY 9871245036 RET-NATIONAL MEDICAL STORE OK
JAI DURGA AGENCY 9910272157 EENA COMMU OK
JAI DURGA AGENCY 9871774505 RET-GOODWELL COMMUNICATION OK
JAI DURGA AGENCY 9910272171 HELLO POINT TELECOM OK
JAI DURGA AGENCY 9910356530 TIRPATI TELECOM OK
JAI DURGA AGENCY 9560108609 KANWAL ELECTRONIC OK
JAI DURGA AGENCY 9810067819 RET-RAJ TELECOM OK
43
JAI DURGA AGENCY 9818959464 JD-July-66 OK
JAI DURGA AGENCY 9871775065 RET-VINOD TELECOM OK
JAI DURGA AGENCY 9871783635 RET-PANKAJ TELECOM CENTRE OK
JAI DURGA AGENCY 9871248429 RET-BHARTI TRADERS OK
JAI DURGA AGENCY 9910356524 JAI DURGA AGENCY 067 OK
JAI DURGA AGENCY 9818959536 MUSKAN COMMUNICATION OK
JAI DURGA AGENCY 9910385654 YUVRAJ COMMUNICATION OK
2) To improve the sales at SSO’s (Sim Selling Outlets):
Here our team objective is to motivate the existing retailers of Airtel to do more
Sim selling as to earn more claims and to enroll the retailers in the VIJETA
scheme depending on their on their pervious performance.
In the assigned beat there were many retailers who were not selling Sim due to
unavailability or lack of knowledge and most common reason for most of them is
inappropriate and delay in claims. Somehow Vodafone is providing appropriate
and timely claim that’s why they are motivated more towards Vodafone.
Taking above fact in to the consideration, Airtel offers VIJETA scheme for their
privilege retailer’s on the quarterly basis to motivate the retailer’s and to promote
the sales.
Airtel Vijeta: under this scheme retailers are offered variety of gifts depending
on their interest they can choose the gift, to get the gift all a retailer has to do is
sell the no. of specified Sims to get qualified for the gifts.
Slab of Vijeta Scheme
44
Activation slab 200-300 300-500 500-750 >750
Gifts 3 jar juicer mixer 21’’ flat color TV Water purifier with Bangkok trip for
battery back up 2N/3D
5.1 home theater Semi-automatic W/M 0.8 tom AC 26’’ LCD TV
Microwave oven 145L refrigerator 29’’ flat color TV 1.5 ton AC
Dvd player Microwave oven ------------ Fully auto W/M
Fact Sheet
DIST. NAME LAPU NO. RETAILER NAME APRIL MAY JUNE
JAI DURGA AGENCY 9871245071 RET-MUSKAN COMMUNICATION 124 223 239
JAI DURGA AGENCY 9871783642 RET-DOIRE TELECOM CENTRE 175 136 258
JAI DURGA AGENCY 9810373549 UNCLE JI TELECOM CENTRE 122 135 170
JAI DURGA AGENCY 9871783644 RET-MONARCH COMMUNICATION 39 160 225
JAI DURGA AGENCY 9910272115 DATARAM TELECOM 1 182 92
JAI DURGA AGENCY 9871774375 RET-KASHISH TELECOM 20 24 52
JAI DURGA AGENCY 9910307644 RET-ARORA TELE ZONE 28 73 121
JAI DURGA AGENCY 9910460537 ANAND COMMU 34 59 63
JAI DURGA AGENCY 9818959458 JAI DURGA TELECOM & GENERAL STORE 13 26 33
JAI DURGA AGENCY 9871934226 I.S.COMMUNICATION 24 23 26
JAI DURGA AGENCY 9910356597 HELLO POINT 6 24 25
JAI DURGA AGENCY 9910431709 RET-CHANDNI TELECOM SYSTEM 12 14 35
JAI DURGA AGENCY 9810061425 RET-NEW MOBILE PALACE 19 6 14
JAI DURGA AGENCY 9971615957 ABID TELECOM 7 17 23
45
JAI DURGA AGENCY 9871245031 RET-CHAUHAN TELECOM CENTRE 10 13 15
JAI DURGA AGENCY 9871774342 RET-JANTA COMMUNICATION 15 8 21
JAI DURGA AGENCY 9818629150 MOBILE MANTRA 17 22 21
JAI DURGA AGENCY 9871245036 RET-NATIONAL MEDICAL STORE 11 11 12
JAI DURGA AGENCY 9910272157 EENA COMMU 8 14 16
JAI DURGA AGENCY 9871774505 RET-GOODWELL COMMUNICATION 0 13 23
JAI DURGA AGENCY 99717736723 MOHIT TELECOM 3 10 14
JAI DURGA AGENCY 9560108609 KANWAL ELECTRONIC 4 6 11
JAI DURGA AGENCY 9818959464 JD-July-66 3 7 11
JAI DURGA AGENCY 9871775065 RET-FASHION TELECOM 4 4 6
JAI DURGA AGENCY 9971620246 SOFIYA TELECOM 0 3 5
JAI DURGA AGENCY 9871637537 RET-PRASANT COMMUNICATION 0 6 7
JAI DURGA AGENCY 9910272171 HELLO POINT TELECOM 7 9 11
JAI DURGA AGENCY 9910466980 SAIDIA COMMUNICATION 0 3 5
JAI DURGA AGENCY 9910385654 YUVRAAJ COMMUNICATION 4 5 8
TOTAL 710 123 1562*

6
(*The record is collected from distributor and it is showing no. of gross Sim sold by the above retailers)
Improvement chart:
46
3) To enhance the visibility of Airtel as brand in the
assigned market with the help of merchandiser’s:
Our team objective is to increase the Airtel’s visibility through the merchandiser’s
(man force appointed by Airtel to paste, tie and hang etc. the following material).
I. Board
II. Pop
III. Shelf strip
IV. Banner
V. Poster
VI. Canopy
VII. Flange
VIII. Steamer
IX. Reckoner
47
Followings are the examples:
48
49
50
Reckoner: It is very useful tool for both retailer and customer’s because this sheet is
containing all the available amount of recharges for different type of schemes for
specific period of time. So now customers need not to ask retailer which scheme is
available or which not similarly retailer need not remember all the schemes.
These reckoners are pasted in the visibility of customer’s so that with ease they can find
the best scheme available for them in Airtel. By this retailers can save their time in
serving the customer.
51
4) To supervise the merchandiser’s work:
In order to make Airtel’s visibility in the market reliable our team supervised the
work done by merchandiser’s. In assigned territory Reliance and Vodafone are
the major players in terms of visibility. According to merchandizer’s believe
Reliance pastes its 10 poster in comparison of Airtel’s 4 posters and Vodafone
pastes 6-8. As Airtel is the market leader it does not need to do more expenditure
on the same. According to the belief of retailer’s Airtel doesn’t need to be
marketed customer demands it by name.
Fact sheet
DIST. NAME LAPU NO. RETAILER NAME VISIBILTY IMOROVED

JAI DURGA AGENCY 9871245071 RET-MUSKAN COMMUNICATION 25% Up to 40%
JAI DURGA AGENCY 9871783642 RET-DOIRE TELECOM CENTRE 35% 55%
JAI DURGA AGENCY 9810373549 UNCLE JI TELECOM CENTRE 20% 24%
JAI DURGA AGENCY 9871783644 RET-MONARCH COMMUNICATION 8% 20%
JAI DURGA AGENCY 9910272115 DATARAM TELECOM 15% 40%
JAI DURGA AGENCY 9871774375 RET-KASHISH TELECOM 20% 45%
JAI DURGA AGENCY 9910307644 RET-ARORA TELE ZONE 15% 45%
JAI DURGA AGENCY 9910460537 ANAND COMMU 10% 35%
JAI DURGA TELECOM & GENERAL
JAI DURGA AGENCY 9818959458 7% 25%
STORE
JAI DURGA AGENCY 9871934226 I.S.COMMUNICATION 5% 35%
JAI DURGA AGENCY 9910356597 HELLO POINT 25% 40%
JAI DURGA AGENCY 9910431709 RET-CHANDNI TELECOM SYSTEM 18% 25%
JAI DURGA AGENCY 9810061425 RET-NEW MOBILE PALACE 20% 40%
JAI DURGA AGENCY 9971615957 ABID TELECOM 10% 45%
JAI DURGA AGENCY 9871245031 RET-CHAUHAN TELECOM CENTRE 30% 45%
JAI DURGA AGENCY 9871774342 RET-JANTA COMMUNICATION 30% 30%
JAI DURGA AGENCY 9818629150 MOBILE MANTRA 15% 20%
JAI DURGA AGENCY 9871245036 RET-NATIONAL MEDICAL STORE 20% 25%
JAI DURGA AGENCY 9910272157 EENA COMMU 10% 15%
JAI DURGA AGENCY 9871774505 RET-GOODWELL 5% 50%
52
COMMUNICATION
JAI DURGA AGENCY 99717736723 MOHIT TELECOM 12% 20%
JAI DURGA AGENCY 9560108609 KANWAL ELECTRONIC 20% 25%
JAI DURGA AGENCY 9818959464 JD-July-66 15% 20%
JAI DURGA AGENCY 9871775065 RET-FASHION TELECOM 35% 40%
JAI DURGA AGENCY 9971620246 SOFIYA TELECOM 40% 50%
JAI DURGA AGENCY 9871637537 RET-PRASANT COMMUNICATION 25% 45%
JAI DURGA AGENCY 9910272171 HELLO POINT TELECOM 30% 40%
JAI DURGA AGENCY 9910466980 SAIDIA COMMUNICATION 20% 45%
JAI DURGA AGENCY 9910385654 YUVRAAJ COMMUNICATION 30% 50%
Improvement chart:
53
5) Analyzing the FOS relationships:
FOS (Field officer Sales) plays a very crucial rule in sales, there communication
with retailers directly dependent on the no of Sims and amount of lapu demanded
by retailers. In the assigned beat (Seelempur and Brahmpuri) Mr. Nayeem is the
FOS person and here our team has analyzed the performance of same and
compared it with competitor’s FOS person.
According to our analysis FOS person was unable to give proper time to an
individual retailer because he has to cover wide area in a single day, Due to this
FOS person do work in hurry that is the only reason for retailer dissatisfaction but
overall Mr. Nayeem’s feedback from retailer is ok. He is courteous, polite and
problem solving on the field.
FOS person are the front line as only they are interacting with the retailers on the
daily basis, relation between both of them crucial for Airtel and it is need to be
maintained sound for revenue generation.
Airtel also need to arrange training modules for FOS person’s at frequent
intervals for enhancing their knowledge and level of motivation. The expenditure
made on employee training is like the expenditure made on assets and it is not
waste.
54
6) To open new lapu outlets in the required area.
Those shops that sales Airtel easy recharge and recharge coupons are known as
Airtel’s lapu outlet. Here our team objective is to open new lapu outlets by
convincing and inspiring the morale of target audience. Our target audience was:
1) General stores
2) Medical stores
3) Departmental stores
4) Gift shops
5) Others
Now to open new lapu outlet we communicated the benefits and percentage
of commission to target audience and tried our level best to accomplish the
assigned task. In the assigned beat (Seelempur & Brahmpuri) I have opened
six given below new lapu outlets of Airtel.
i. Rinku general store
ii. Kesri medicos
iii. Saida communications
iv. Gupta medicals
v. Gift house
vi. Hello point
55
7) To provide the necessary information to retailers related to filling out CAF’s
(Customer Application Form) for minimum rejection.
In the assigned beat there were so many retailers who are not aware about how
to fill customer application form appropriately as a result there application get
rejected and so there claim. In order to safeguard them our team provided them
necessary information in filling up the CAF’s for minimum rejections.
In Airtel the process of verification of CAF’s are based on following parameter.
• On the basis of random sampling, verification officer picks up some

sample of form from the pool of application.
• Then officer looks all the necessary document enclosed with the
application and fully filled up and duly stamped by the retailer and
distributor.
• Now verifying officer make calls to the customer and cross checks the
information related to address proof with the enclosed document.
• If customer not able to attend the verification call due to some reason as-:
o SIM card is not activated.
o Number is busy.
o Out of coverage area.
Address proof not match with the call receiver address.
Now verification officer sends verification executive to the given address

in CAF’s. If verification executive found any mismatch or unable to find
the address then executive convey his rejection to verification officer and
finally officer rejects the customer application.
56
Necessary information given by team to the retailer’s
o We suggested retailer’s to mention at least two alternate numbers
of customers so that officer has choice to call any of number.
o Clearly mention the native place around the given address in
CAF. So that executive finds the address with ease and conveys
his positive report to officer.
And finally customer number gets activated.
Fact sheet:
DIST. NAME LAPU NO. RETAILER NAME REJECTION IMPROVED

JAI DURGA AGENCY 9871245071 RET-MUSKAN COMMUNICATION 8% 3%
JAI DURGA AGENCY 9871783642 RET-DOIRE TELECOM CENTRE 11% 9%
JAI DURGA AGENCY 9810373549 UNCLE JI TELECOM CENTRE 2% 0%
JAI DURGA AGENCY 9871783644 RET-MONARCH COMMUNICATION 21% 11%
JAI DURGA AGENCY 9910272115 DATARAM TELECOM 7% 4%
JAI DURGA AGENCY 9871774375 RET-KASHISH TELECOM 9% 5%
JAI DURGA AGENCY 9910307644 RET-ARORA TELE ZONE 3% 1%
JAI DURGA AGENCY 9910460537 ANAND COMMU 18% 7%
JAI DURGA TELECOM & GENERAL
JAI DURGA AGENCY 9818959458 4% 3%
STORE
JAI DURGA AGENCY 9871934226 I.S.COMMUNICATION 8% 3%
JAI DURGA AGENCY 9910356597 HELLO POINT 6% 4%
JAI DURGA AGENCY 9910431709 RET-CHANDNI TELECOM SYSTEM 2% 2%
JAI DURGA AGENCY 9810061425 RET-NEW MOBILE PALACE 13% 4%
JAI DURGA AGENCY 9971615957 ABID TELECOM 16% 7%
JAI DURGA AGENCY 9871245031 RET-CHAUHAN TELECOM CENTRE 4% 1%
JAI DURGA AGENCY 9871774342 RET-JANTA COMMUNICATION 12% 8%
JAI DURGA AGENCY 9818629150 MOBILE MANTRA 7% 4%
57
JAI DURGA AGENCY 9871245036 RET-NATIONAL MEDICAL STORE 5% 3%
JAI DURGA AGENCY 9910272157 EENA COMMU 16% 6%
JAI DURGA AGENCY 9871774505 RET-GOODWELL COMMUNICATION 4% 3%
9971773672
JAI DURGA AGENCY MOHIT TELECOM 18% 7%
3
JAI DURGA AGENCY 9560108609 KANWAL ELECTRONIC 11% 8%
JAI DURGA AGENCY 9818959464 JD-July-66 23% 14%
JAI DURGA AGENCY 9871775065 RET-FASHION TELECOM 6% 4%
JAI DURGA AGENCY 9971620246 SOFIYA TELECOM 22% 7%
JAI DURGA AGENCY 9871637537 RET-PRASANT COMMUNICATION 5% 3%
JAI DURGA AGENCY 9910272171 HELLO POINT TELECOM 10% 6%
JAI DURGA AGENCY 9910466980 SAIDIA COMMUNICATION 14% 11%
JAI DURGA AGENCY 9910385654 YUVRAAJ COMMUNICATION 7% 3%
Improvement chart:
8) To solve the retailer’s grievances with the help of distributor and concerned
person and inspiring the morale of those retailers who are not SSO’s of Airtel.
58
Here we have tried our level best to resolve the major as well as minor problems
of retailers; these problems are becoming the reason for their dissatisfaction and also
the reason for not selling Airtel prepaid Sim’s. In the assigned beat (Seelempur and
Brahmpuri) 11% retailers are very much dissatisfied and 17% retailers are dissatisfied
with the services of Airtel.
In order to satisfy them we have arranged meeting with distributor and area sales
manager. The prospective of this meeting is to motivate them towards Airtel prepaid
Sim activations and to resolve their concerns. There major problems are:
I. Delay in claims and

II. Inappropriate claims (broadly discussed below)
And minor problems are:
I. Requirement of banner and holdings

II. Availability of prepaid Sims
III. Inappropriate merchandiser visits
9) Communicating the retailer’s on frequent intervals for describing their net Sim
selling for the last month as to demolish the dispute.
59
As discussed above gross sim selling is, total no of sim sold by retailer without
subtracting the rejected CAFs. Gross sim selling are calculated on the following basis:
when a retailer sends request for activating the customer’s no. , retailers are advised to
submit the CAF form to distributor as soon as possible now distributor forwards the CAF
to Airtel branch when Airtel approves the CAF after verifying then it finally converts that
in to net sim selling but it is mandatory for every retailer to do FRC (first recharge
coupon) of minimum Rs 30 and one call should be made by that no. ,
After that retailer gets qualified for earning the claim on that particular sim and the above
process is same for every conversion of gross sim selling to net sim selling. Retailers
believe that they will earn the claim on gross sim sale but it is not and that is becoming
the reason for dispute between retailer and distributor.
In order to demolish the dispute, at frequent intervals our team communicated with
retailers and told them there net sim sold on which they’ll earn the claim up to the
specific date and if any fault found then retailers are suggested to talk with distributor or
area sales manager for negotiations.
• Now Airtel gives the retailers claim on their lapu sim for better
transparency. As earlier company given the claim to distributor and
further distributor are advised to distribute the claim among the
retailers in specified area.
Research methodology:
DATA COLLECTION:
60
The researchers collected information through the official website. Magazines and
journals.
DEVELOPED THE RESEARCHERS FRAME:
This included deciding upon various aspects for the project on which the entire research
is based. The research frame included:
NATURE OF STUDY: The project on which the researchers worked is descriptive

and inferential in nature.
DATA SOURCE: The researchers took the help of both primary as well as secondary
sources being interaction with various people of the selected one and have been
chosen for the research by the researchers. Secondary sources are being the internet
as the medium and the official site of the company.
INSTRUMENT USED: The researchers for the research used a Questionnaire cum
Schedule for market research for both the segments horizontal and vertical. The
Questionnaire was prepared by the researcher and Schedule was provided by the
company in which the researcher did its research report.
SAMPLE SIZE: Sample size for the research is fixed. It counts to 30. Those are the
retailers of assigned territory east Delhi (Seelempur and Brahmpuri).
Questionnaire
1: NAME OF RETAILER:
………………………………………………………………………………………………………………
………….
61
2: LAPU NO. /ADDRESS:
………………………………………………………………………………………………………………
…………
3: RANK THEM THE REASON TO SELLING OF TELECOM SERVICES (FROM 1 TO 4):
Airtel Vodafone Idea

Reliance
(a)CUSTOMER DEMAND
(b)PROFIT MARGIN /OFFERS /SCHEMES
(c)PAID ADVERTISEMENT
(d) F.O.S SERVICES /RELATIONSHIP
4: WHICH TELECOM SERVICES DO YOU PREFER TO SELL THE CUSTOMER?
(a)AIRTEL (b) VODAPHONE (c) IDEA
(d) RELIANCE (e) AIRCEL (F)

DOLPHIN
5: WHICH OF THE FOLLOWING CONCERN DEMOTIVATES YOU TO SELL AIRTEL?
(a)DELAY IN ACTIVATIONS (b) INAPROPPRITE CLAIMS
(c)DELAY IN CLAIMS (d) NON AVAILABLITY
62
6: AT AIRTEL THE PROCESS OF GETTING YOUR CONCERNS RESOVLED WAS?
(a)UNSATISFACTORY (b) ABOUT AVERAGE (c)

SATISFACTORY
7: IN THINKING ABOUT THE EXPERIENCE WITH AIRTEL, HOW WAS THE QUALITY OF
SERVICE YOU RECEIVED?

SATISFACTORY
8: TICK THEM ACCORDING TO THE SERVICE (SERVICE REPRESENTATIVE) YOU

RECEIVED:
AGREE
NEUTRAL DISAGREE
(a)THE SERVICE REPRESENTATIVE

IS VERY COURTEOUS:
(b)THE SERVICE REPRESENTATIVE

PICKS YOUR CALL QUICKLY:
(c)THE SERVICE REPRESENTATIVE

COMES REGULARLY:
(D)THE SERVICE REPRESENTATIVE

DESCRIBES THE NEW OFFERS/
SCHEMES:
9: IN THINKING ABOUT THE FEATURES AND BENEFITS OF AIRTEL, HOW SATISFIESD

ARE YOU WITH THEM?

SATISFACTORY
63
10: KINDLY PROVIDE THE DATA (NO. OF ACTIVATIONS) FOR THE FOLLOWING
MONTH IN THE SHEET:
COMPANY APIRIL MAY JUNE TOTAL
AIRTEL
VODAFONE
IDEA
RELIANCE
TOTAL
Thank you for your feedback. We sincerely appreciate your honest opinion and will
take your input into consideration.
3(A)
64
3(B)
3(C)
65
3(D)
4: WHICH TELECOM SERVICES DO YOU PREFER TO SELL THE CUSTOMER?
5: WHICH OF THE
OF THE
FOLLOWING
CONCERN
66
DEMOTIVATES YOU
TO SELL AIRTEL?
6: AT AIRTEL THE
PROCESS OF
GETTING YOUR
CONCERNS
RESOVLED WAS?
67
7: IN THINKING
ABOUT THE
EXPERIENCE WITH
AIRTEL, HOW WAS
THE QUALITY OF
SERVICE YOU
RECEIVED?
8: TICK THEM
68
ACCORDING TO
THE SERVICE
(SERVICE
REPRESENTATIVE)
YOU RECEIVED:
9: IN THINKING
ABOUT THE
FEATURES AND
BENEFITS OF
AIRTEL, HOW
SATISFIESD ARE
YOU WITH THEM?
69
SWOT ANALYSIS
Strengths Weakness
• Very focused on telecom industry • Price competition from BSNL and
MTNL
• Leadership in fastest growing
cellular segment • Untapped rural markets
• PAN India footprint • Front line (retailers) dissatisfaction
• The only Indian operator other than

VSNL that has an international
submarine cable
70
Opportunities Threats
• The fast- expending IPLC market • Competition from another stiff

competitors
• Latest technology and low cost
advantage • Saturation point in basic telephony
service
• Huge market
BCG Matrix:
71
BCG Matrix is used to find out the relative growth prospects of the product line. Within
the Airtel product line leased, private, circuit and mobility services are among star,
Broadband and fixed line services are among dogs. Bharti Airtel needs to maintain it
quality otherwise there mobility services will shift to question mark position where
market growth is high but market share is low.
Findings:
72
Outsourcing:
The call center operations for the mobile services have been outsourced to IBM Daksh,
Hinduja TMT, Teltech & Mphasis.
Overseas Market:
Airtel is looking for overseas market and currently started its operation with Zain in
South Africa.
Competition:
Airtel is facing strong competition from MTNL and BSNL in spite of the fact they are far
away from Airtel technologically butt these two have an inside niche in rural and urban
area and have low tariff rates.
Brand Ambassador
Airtel have strong brand ambassador, Sachin Tendulkar, Shahrukh khan and A. R.
Rehman to promote their product and services.
Leader in Telecom market

Airtel is holding a position of Market Leader by having 31.18% of the total market share.
RECOMMENDATIONS:
After the complete analysis of entire STUDY we put forward a set of recommendations:
73
RIP (Retailers incentive program):
Airtel should introduce some extra benefits, schemes or commission for the satisfaction
of retailers. This will not only fruitful in short term as well as in long term also.
Untapped rural market:
Large part of Indian rural market is still not targeted by Airtel in order to increase their
market share in India they are required to enter in those market with low price services
as BSNL is providing their services at least price.
High price myth:
Airtel is offering their services at competitive prices but customers believe that it is most
expensive up to some extent it is true so Airtel should try to remove that myth and that
will increase their market share.
Not to compromise with networks:
Airtel should not compromise with the quality of networks they are providing as that is
the reason for most of its customer.
BIBLIOGRAPHY:
Text books:
Principles of Marketing – Philip Kotler
Marketing Research – D.D. Sharma
74
Websites:
www.bhartiairtel.in
www.airtel.in
www.trai.gov.in
www.bhartiteleventures.com
www.investmentz.com
www.bharti airtel limited – result updates ACMIIL
www.researchandmarket.com
75

Internship Report For Bharti Airtel

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Internship Report For Bharti Airtel

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Business school of Delhi

THE INTERNSHIP REPORT FOR PGDM

Name of the organization

Industry Guide: Place of Work:

(Marketing HOD, BSD) (Jai Durga)

Supervised By: Submitted By:

(Ast. sales manager, Airtel Delhi circle) Marketing and IB

The research provides an opportunity to student to demonstrate application of their

III. Company profile 05

IV. Company overview 06

XII. Questionnaire 60-62

Founded 7 July 1995

Founder(s) Sunil Bharti Mittal

Headquarters New Delhi, India

Area served Worldwide

Key people Sunil Mittal (Chairman) & (MD)

Products/services Wireless (mobility),

Revenue ▲ US$ 7.254 billion (2009)

Operating income ▲ US$ 2.043 billion (2009)

Net income ▲ US$ 1.662 billion (2009)

Total assets ▲ US$ 11.853 billion (2009)

Employees 25,543 (2009)

Parent Bharti Enterprises (64.76%)

Vision and mission of Bharti Airtel:

By 2010 Airtel will be the most admired brand in India:

 Loved by more customers

• Error- free service delivery

Telecommunications sector in India

History of Indian Telecommunications started in 1851 when the first operational

In 1880, two telephone companies namely The Oriental Telephone Company

Indian telecom sector has undergone a major process of transformation through

Policy reforms can be broadly classified in three distinct phases

* “The Decade of 1980's saw private sector being allowed in telecommunications

* In 1990’s, Telecommunications sector also benefited from the general opening up of

• Availability of telephones on demand (targeted by 1997)

• Telecom services at affordable and reasonable prices

• World standard quality of services

* “NTP 1999 brought in the third generations of reforms in the Indian

Worldwide presence of Airtel:

Its area of operations includes:

 3 countries in the Indian Subcontinent:

Bangladesh, India and Sri Lanka

Burkina Faso, Chad, Democratic Republic of the Congo, Republic of the

Country Site Remarks

Warid Telecom International LLC, an Abu Dhabi based

Burkina Airtel in Burkina Faso is the dominant player with 1,433,000

A pioneer in the Chadian telecom industry, Airtel in Chad is

The rapidly growing mobile sector in Gabon grew by 16.5

Ghana http://www.gh.zain.com Airtel in Ghana has over 1 million customers.

Airtel Kenya customers stand at 2,418,000 million with 17%

Airtel holds second place in the mobile telecom market in

Airtel in Malawi is the market leader with a market share of

Republic of Airtel in Congo is the market leader with a 55% market

Telecom Seychelles (Limited) also known as “Airtel” is the

Sri Lanka http://www.airtel.lk

Airtel in Tanzania is the market leader with a 38% market

Subscriber base in India:

 Andhra Pradesh - 13,547,616

• Bharti ties-up with Lucky Gold Star, South Korea to become

• Bharti Telecom's products reach international markets.

• Bharti wins GSM mobile service provider licence for Delhi

Bharti forays into manufacture of HDPE Silicore ducts. Forms

• British Telecom acquires equity interest in Bharti Cellular