PROJECT REPORT ON CUSTOMER SATISFACTION

UNDERGONE AT BLUMOUNT VENTURES (CORPORATE SALES ASSOCIATE OF BHARTI CELLULAR LTD.), BANGALORE

SUBMITTED IN PARTIAL FULFILLMENT OF MASTER OF BUSINESS MANAGEMENT (MBA) BY__________ (________)

BHARTI-HEXACOM TELE-VENTURES

"As we spread wings to expand our capabilities and explore the New horizons, the fundamental focus remains unchanged: seek out the best technology in the world and put it at the service of our ultimate user: our customer."

_______________

ACKNOWLEDGEMENT

Any work of this magnitude requires the inputs, efforts and encouragement of people from all sides. In this project report, I have been very fortunate in having got the active co-operation of many people, whom I would like to humbly thank. The true credit of my completing the work successfully goes to my guide ____________Business Development Manager, who with his patience and knowledge guided me through the project. He helped me to understand telecom industry, markets, project objectives and execution. I have been obliged to take value assistance and co-operation of a number of eminent personalities, therefore I would like to express my deep sense of thanks and sincere regards to all these members. I owe special thank to all the respondents whom I approached with my questionnaire and who took time off their busy schedules to answer them patiently.

______________

TABLE OF CONTENTS
Preface About Bharti Group

1 43 51 62 65 69

GSM Technology Research methodology Findings and Conclusions

Annexure Bibliography

About The Company

ABOUT THE BHARTI GROUP

Bharti Enterprises has been at the forefront of technology and has revolutionized telecommunications with its world class products and services. Established in 1976, Bharti has been a pioneering force in the telecom sector with many firsts and innovations to its credit. Bharti provides a range of telecom services, which include Cellular, Basic, Internet and recently introduced National Long Distance. Bharti also manufactures and exports telephone terminals and cordless phones. Bharti is the leading cellular service provider, with a footprint in 15 states covering all four metros. It has over four million satisfied customers.

JOINT VENTURES
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 and New York Life International, USA. Bharti Tele-Ventures Limited was incorporated on July 7, 1995 for promoting investments in telecommunications services. Its subsidiaries operate telecom services across India. Bharti Tele-Ventures is India's leading private sector provider of telecommunication services based on a strong customer base consisting of approximately 8.37 million total customers

which constitute, approximately 7.67 million mobile and approximately 704,000 fixed line customers, as of June 30, 2004.

MANAGEMENT STRUCTURE
The group has been structured to create functional and operational specialization with a linear vision of business lines and functional areas. The Company is headed by Chairman and Group Managing Director- Sunil Bharti Mittal who is assisted by two Joint Managing Directors- Akhil Gupta and Rajan Bharti Mittal. The Company also has two Presidents- President Mobile Services and President Infotel Services, this responsibility includes Fixed-line, Long Distance and Broadband Services. The Presidents report to the Group Chairman and Managing Director. The head of units and Strategic Business Units (SBU) report to the respective business's President.

BHARTIS VISION To make mobile communications a way of life and be the customers first choice.

BHARTIS MISSION
Meet the mobile communication needs of the customer through

1) 2) 3) 4)

Error free service Innovative products and services and Cost efficiency. Unified messaging solutions

Airtel from Bharti Cellular Limited is a part of the biggest private integrated telecom conglomerate, Bharti Enterprises.

CORE VALUE OF BHARTI

The core values of Bharti are:

Innoventuring
Generating and implementing entrepreneurial and innovative ideas, to create new growth engines.

Customer First
Committed to delivering service beyond the expectations of the customer.

Performance Culture
Benchmarking processes and performance against world-class standards helps to distinguish between performers and non-performers by valuing achievement at the individual as well as the team level. The culture encourages and invites feedback, learning and ideas sought and acted upon.

Valuing Partnership
Committed to building exemplary relationship with partners, which stands on the principles of mutual trust and mutual growth.

Valuing People
Nurtures an environment where people are respected and their uniqueness is valued. Firmly believing that people are key differentiates.

Responsible Corporate Citizenship

Committed to making a positive and proactive contribution to the community and as a responsible corporate citizen will contribute to and abide by environmental and legal norms.

Ethical Practices

Will uphold the highest ethical standards in all internal and external relationship and will not allow misuse or mis-representation of any facts.

BUSINESS STRATEGY
Bharti Airtels strategic objective is:
To capitalize on the growth opportunities that the Company believes are available in the Indian telecommunications market and consolidate its position to be the leading integrated telecommunications services provider in key markets in India, with a focus on providing mobile services. The Company has developed the following strategies to achieve its strategic objective:

Focus on maximizing revenues and margins; Capture maximum telecommunications revenue potential with minimum geographical coverage;

Offer multiple telecommunications services to provide customers with a "one-stop shop" solution;

Position itself to tap data transmission opportunities and offer advanced mobile data services;

Focus on satisfying and retaining customers by ensuring high level of customer satisfaction;

Leverage strengths of its strategic and financial partners.

Emphasis is laid heavily on human resource development to achieve operational efficiencies.

MOBILE STRATEGY

Capture maximum telecommunications revenue potential with minimum geographical coverage to maximize its revenues and margins.

Build high quality mobile networks by deploying state-of-the-art technology to offer superior services.

Use the experience it has gained from operating its existing mobile networks to develop and operate other mobile networks in India and to share the expertise across all of its existing and new circles.

Provide affordable tariff plans to suit each segment of the market with a view to expand the reach, thereby increasing the mobile customer base rapidly.

Attract and retain high revenue generating customers by providing competitive tariffs, offering high quality customer services.

Competitive Strengths
1.

Bharti Airtel believes that the following elements will contribute to the Company's success as an integrated telecommunication services provider in India and will provide the Company with a solid foundation to execute its business strategy:

2. Nationwide Footprint - As of June 30, 2004, approximately 92% of India's total mobile subscribers resided in the Company's sixteen mobile circles. These 16 circles collectively accounted for approximately 56% of India's land mass; 3. Focus on telecommunications to enable the Company to better anticipate industry trends and capitalize on new telecommunicationsrelated business opportunities; 4. The strong brand name recognition and a reputation for offering high quality service to its customers; The Company's strong relationships with international strategic and financial investors such as Singtel, Warburg Pincus, International Finance Corporation, Asian Infrastructure Fund Group and New York Life Insurance. 6. Quality management teams with vision and proven execution skills.

5.

MOBILE DIVISION
The Indian mobile market, according to the (COAI), has increased from approximately 1.2 million subscribers as of March 31, 1999 to approximately 37.38 million subscribers as of December 31, 2004. Despite this rapid growth, the mobile penetration rate in India, at approximately 3.6% as of December 31, 2004, is significantly lower than the average mobile penetration rate in other Asian and international markets. The number of mobile subscribers in India is expected to show rapid growth over the next four years, 2006 projected it at 50 million by COAI and 44 million by Gartner. Bharti Tele-Ventures believes that the demand for mobile services in India will continue to grow rapidly as a result of the following factors:

Lower tariffs and handset prices over time; Growth in pre-paid customer category; Greater economic growth and continued development; Higher quality mobile networks and services; and Greater variety and usage of value added services.

Bharti Airtel, through its subsidiary has the licenses to provide GSM services in all the twenty-three telecom circles in India. It proposes to consolidate all its subsidiaries providing mobile services under Bharti Cellular Limited.

MOBILE FOOTPRINT
The map below depicts the location of, and provides certain information for, Bharti Airtels existing mobile circles in India:

All India AIRTELs Position

Chennai - 4,055,704 Delhi - 2,468,016 Mumbai - 1,823,532 Kolkata - 1,852,838 Maharashtra & Goa - 4,345,945 Gujarat - 3,004,824 Andhra Pradesh - 6,516,332 Karnataka - 7,316,500 Tamil Nadu - 4,218,705 Kerala - 1,703,298 Punjab - 3,239,200 Haryana - 1,067,990 Uttar Pradesh (West) - 1,624,001 Uttar Pradesh (East) - 3,897,278 Rajasthan - 4,242,006

Madhya Pradesh - 3,084,776 West Bengal & Andaman and Nicobar - 2,106,163 Himachal Pradesh - 809,829 Bihar - 4,912,900 Orissa - 1,911,070 Assam - 939,746 North Eastern States - 585,213 Jammu & Kashmir - 1,100,069

The key demographics of Bharti Airtel's mobile circles are set forth below.

Bharti as % of All India

Number of circles 22 16 73%

Area of the circles (in '000 sq. km)(1) 3,278 1,848 56%

Population in the licensed areas (in Mn)(2) 1,027 593 58% Market Mobile subscribers in the licensed areas (in Mn) (3) 37.38 36.31 97%

Market DELs in the licensed area (in Mn) (4) 37.7 30.7 81% Number of vehicles in the licensed areas (in '000s)(5) 36,132 29,025 80%

(1) (2)

Area estimates are from National Census, 2001. Population estimates for all the circles other than the metropolitan

areas are as per National Census, 2001 and are as of March 1, 2001. Population estimates for the Uttar Pradesh (West) circle is 37% of the total

population

of

the

state

of

Uttar

Pradesh.

(3)

Based on data released by the COAI on the total number of mobile

subscribers in the circles as of December 31, 2004. (4) DELs as on March 31, 2002. Based on data released questions and

Government statistics as per The Financial Express dated June 10,2002. (5)
(6)

Vehicles comprise four wheeler and two wheeler non-commercial. Vehicles and are derived from data released by the Motor Transport

Statistics of India as of March 31, 1997 in its most recent report.

BHARTI OVER THE YEARS

The organization is designed to ensure identical businesses are run along similar lines and best resources in any functional field, be tapped to serve the best interests of the entire group. With its experience and expertise it has totally empowered to manage respective companies and are fully responsible for business operations to build world-class organizations with a high degree of customer focus.

1995

Bharti Tele-Ventures Limited incorporated on July 7, 1995 Bharti Cellular launched mobile services Airtel in Delhi

1996

Bharti Telenet launched mobile services in Himachal Pradesh

1997

Bharti Telenet obtained a license for providing fixed-line services in Madhya Pradesh circle

Bharti Telecom formed a joint venture, Bharti BT, for providing VSAT services.

1998

Bharti Telecom formed a joint venture, Bharti BT Internet for providing Internet services

First Indian private fixed-line services launched in Indore in the Madhya Pradesh circle on June 4, 1998 by Bharti Telenet thereby ending fixed-line services monopoly of DoT (now BSNL)

1999

Bharti Tele-Ventures acquired an effective equity interest in Bharti Mobile (formerly JT Mobiles), the mobile services provider in Karnataka and Andhra Pradesh circles.

Warburg Pincus (through its investment company Brentwood investment Holdings Limited) acquired equity interest in Bharti Televentures.

Bharti Tele-Ventures acquired an effective equity interest in Bharti Mobile (formerly JT Mobiles), the mobile services provider in Karnataka and Andhra Pradesh circles.

2000

New York Life Insurance Fund, or NYLIF, acquired equity interest in Bharti Cellular.

Bharti Tele-Ventures acquired an effective equity interest in Bharti Mobinet (formerly Skytel Communications), the mobile services provider in Chennai.

Bharti Tele-Ventures acquired equity interest of Telecom Italia and Bharti Telecom in Bharti Telenet thereby making Bharti Telenet a 100% subsidiary of Bharti Tele-Ventures.

Singtel (through its investment company Pastel Limited) acquired STET's equity interest in Bharti Tele-Ventures.

Bharti Tele-Ventures acquired an additional effective equity interest in Bharti Mobile resulting in Bharti Tele-Ventures holding an effective 74% equity interest in Bharti Mobile.

2001

Bharti Telesonic entered into a joint venture, Bharti Aquanet, with Singtel for establishing a submarine cable landing station at Chennai.

Bharti Tele-Ventures acquired NYLIF's equity interest in Bharti Cellular.

Bharti Cellular acquired a 100% equity interest in Bharti Mobile (formerly Spice Cell), the mobile services provider in Kolkata.

Bharti Tele-Ventures acquired equity interest in Bharti Cellular from British Telecom, thereby making Bharti Cellular its 100% subsidiary.

Bharti Tele-Ventures acquired an additional equity interest in Bharti Mobinet from Millicom International and BellSouth International.

Punjab license restored to Bharti Mobile by the DoT and migration to NTP- 1999 accepted.

Bharti Cellular entered into license agreements to provide mobile services in eight new circles following the fourth operator mobile license bidding process.

Bharti Telenet entered into license agreements to provide fixed-line services in the Haryana, Delhi, Tamil Nadu and Karnataka circles.

Bharti Telesonic has entered into a license agreement with DoT to provide National Long Distance Services in India and has been the first service provider to start service in the country.

Bharti Aquanet, Bharti Telesonic and Bharti Cellular have entered into license agreements with the DoT to provide ISP services in India.

2002

Bharti launched mobile services in Gujarat, Haryana, Kerala, Madhya Pradesh circle, Maharashtra, Mumbai, Punjab, Tamil Nadu, Uttar Pradesh (West) circle. Bharti listed on the National stock Exchange, Bombay Stock Exchange and the Delhi Stock Exchange on February 18, 2002.

Bharti entered into a license agreement with the DoT to provide international long distance services in India.

Bharti launched fixed-line services in the Delhi, Haryana, and Karnataka and Tamil Nadu license areas.

Bharti became the first private telecommunications services provider to launch international long distance services.

2003
Bharti to invest Rs. 150 crores in its mobile business in Tamil Nadu state.

AirTel Magic launches pre-paid international roaming for all its customers. AirTel to add six new towns-Satna, Katni, Hoshangabad, Itarsi, Morena. AirTel announces exciting national initiatives to expand the mobile market.

2004
Bharti Teletech introduces new standards of cordless telephony in India.

Airtel launches WI-FI service in Mumbai . mobile communication with the launch of Blackberry - the most powerful instant e-mail mobile innovation. Airtel adds another first becomes the first private sector mobile service to launch operations in J&K.

Blackberry Launch: Airtel unveils another first in global business

2005
Airtel Becomes The First GSM Operator In The Country To Cross The 10 Million-Customer Milestone. Sunil Bharti Mittal Inducted To The Global GSM Association Board. Bharti Launches Airtel In North East & Assam.

2006
Airtel and Research In Motion launch the BlackBerry 8700g - the first EDGE-enabled BlackBerry device in India.

Results of Postal Ballot for change of company name from Bharti Tele-Ventures Limited to Bharti Airtel Limited.

2007
Airtel brings the Highly-Anticipated BlackBerry 8800 Smartphone to India.

2008
Airtel Partners with SingTel to Offer Free Incoming Calls while on International Roaming in Singapore. Airtel makes its television debut - Set to redefine home entertainment with Airtel digital TV.

 Airtel adds to the joy of festive season launches digital TV.

1999 Pre-4th License Post-4th License

Number of Mobile Circles 2 5 20 Number of Fixed-Line Circles 1 1 6 Population covered in our licensed area (%) 2% 16% 58% Area covered in our licensed areas (%) 2% 16% 56% Wireless Coverage Area(% of Mobile Customers covered) 16% 38% 97%

1) Comprises the circle of Delhi and Himachal Pradesh. 2) Comprises the circle of Delhi, Himachal Pradesh, Karnataka and Andhra Pradesh. 3) Comprises the circle of Delhi, Himachal Pradesh, Karnataka, Andhra Pradesh and Chennai. 4) Comprise the sixteen operational circles of Bharti Tele-Ventures. 5) Based on data released by the COAI on the total number of persons subscribing to mobile services in our licensed areas.

ACHIVEMENTS

The largest private sector in integrated telecommunications services group in India in terms of the number of customers.

Largest Mobile footprint in India, covering 20 of the 23 licensed areas.

Proven track record of managing growth - both organic as well as by way of acquisitions.

Existing foreign shareholders have acquired direct and indirect equity interests in the Company for a total consideration exceeding US$1 billion.

First and largest private telecommunications services company offering fixed-line services in India.

First private telecommunications company to launch long distance services.

First off the block to launch fixed-line services in all the four circles of Delhi, Haryana, Karnataka and Tamil Nadu.

FIRST AMONGST

FIRST operator to revolutionize the concept of retailing with the inaugurations of connects (exclusive showrooms) in 1995. FIRST mobile communication service provider in India to be certified for ISO9001: 2000. FIRST in world certified by British Standards Institution for mobile Communication. FIRST to expand its network with the installation of second mobile switching centers in 1997. FIRST TO introduce the intelligent network platform first to provide retail subscribers by forming an association called World 1 Network. FIRST to provide roaming facility in USA. FIRST to introduce a wide array of value added services like Smart mail, fax facility, call waiting, Web-messages, information services etc. to enhance the convenience of its subscribers.

AWARDS AND RECOGNITION

Bharti Tele-Ventures, its subsidiaries and management have received several awards and recognitions, including:

Bharti Airtel crosses the 60 million customer mark in feb. 2008.

Bharti Airtel enhances empowerment, strengthens business roles in

2007.

Bharti Enterprises announces new Apex level Strategic Organization

Structure in 2007.

Indias Most Famous Icons Fight For Supremacy in 2005.

Airtel Becomes The First GSM Operator In The Country To Cross

The 10 Million-Customer Milestone in 2005.

Bharti, Indias leading telecom conglomerate, declared countrys best-

managed company by Asiamoney in 2004.

Airtel wins the World Communications Best Brand Award in 2004.

Bharti makes it to the Hewitt top 25 Best Employers in 2003.

Bharti moves ahead in the creation of a single power brand in 2003.

Bharti gets international long distance service licence in 2002.

Sunil Mittal is 'Businessman of the Year 2002'

Sunil Bharti Mittal awarded the Dataquest IT Man of the Year 2002

Bharti was recognized as one of the "Leading Lights of Telecom" in

Asia in November 2001 in the Asian edition of the "tele.com" magazine with analytical inputs from research consultants Frost &Sullivan.

The leading telecommunications service provider in India in a survey

of Indian companies conducted by Business World in association with Indian Marketing Research Bureau in September 2001.

The Techies award from Information Communications World, an

international business magazine, for four consecutive years (1997 to 2000) for brand excellence, network quality, customer service and value added service in our Delhi mobile circle.

Golden Peacock National Training Award 1999 to Bharti Cellular

for our Delhi mobile operations from the Institute of Directors, a non-profit association in India committed to improving the competitiveness of Indian business by focusing on development of business leaders, for the best human resources and training practices.

Ascent Times of India and Sodexho Pass award in 1999 from the

Asia Pacific HRD conclave to Bharti Cellular for corporate excellence in the category of most innovative human resource practices.

Mr. Sunil Bharti Mittal (Chairman and Group Managing Director)

was honored as " One of the Top Entrepreneurs Worldwide" for the year 2000 and "Stars of Asia" for the year 2001 by international business magazine, Business Week.

Mr. Sunil Bharti Mittal was selected as the "Businessman of the year

2002" by Business India.

Mr. Sunil Bharti Mittal was awarded the Dataquest IT man of the

year 2002.

Mr. Sunil Bharti Mittal was selected the "CEO of the year 2002" by

World HRD congress.

Mr. Akhil Gupta (Joint Managing Director) was adjudged as the Chief

Financial Officer for year 2001 for Mergers & Acquisitions activities by EIU.

CELLULAR ANALOGY
Introduction to telecomm technologies:
There are two types of telephone service infrastructure Fixed wired (standard telephones using copper or fibre cables) and wireless (cordless analogue and DECT digital) Mobile cellular analogue and digital (GSM), and satellite The technologies used by these services may be analogue, or in the case of newer technologies, digital. Most can be used for more than simple voice telephony, for example to transmit faxes and to transfer files including data, audio and video.

Fixed telephony
POTS the standard (or "plain old") telephone service, an analogue system using copper wires. ISDN Integrated Services Digital Network. ISDN uses the same copper wires as POTS, but by (at its simplest) providing two channels per physical line can be thought of as the equivalent of two lines. In larger installations one physical line can carry up to 30 voice or data channels. ADSL Asymmetrical Digital Subscriber Line. ADSL, which also uses existing copper wires, is a fast and permanent "always on"

connection to the Internet, which includes one phone line or voice channel which can be used at the same time. Cable modems use the hybrid fiber coax (HFC) networks of the cable companies. Shared bandwidth means speeds 5-10 times as fast as single channel ISDN, similar to ADSL. ADSL and cable modem connections are referred to as Broadband. Fixed wireless fixed base station and wireless DECT type handsets are gaining in popularity for voice telephony. Wireless LAN systems using a base station and cards with aerials inserted into computers are on the market and becoming more popular. These wirelesses LANs are also appearing in shared working spaces although there are some concerns about security of such networks. They are referred to as WiFi or 802.11 networks. An associated technology called Mesh turns each wireless appliance into a repeater station so spreading the range of the network.

Mobile telephony
GSM unlike cellular (analogue) mobile phones, GSM is a digital service. It can provide e-mail/text messaging and WAP Internet connectivity, but at a relatively low bandwidth, and therefore slow or restricted functionality.

 GPRS a new data network which offers an "always on" connection to the Internet, and increases the speed at which data is transferred over mobile phones. A GPRS device, such as a desktop/laptop/palm top computer, can be permanently connected to the network through an internal card or external box, with an aerial for Internet and other services. Starting bandwidth is up to 28 or 56kbps depending on strength of signal, with plans to increase this to 128kbps. At the higher bandwidth the service could be a viable, always-on alternative to ISDN. Third generation (3G) mobile or UMTS (Universal Mobile Telephone Service) will provide fast Internet access, which will in practice enable data transfer and network applications to be used from laptop, notebook and handheld computers. Satellite phones are bulky and expensive but can be used most anywhere in the world. At the basic level, mobile phones are either analog or digital. Some are both. Today's mobile phones are primarily digital, especially in India and run on different technologies such as CDMA (Code Division Multiple Access) and GSM (Global System for Mobile Communications). Code Division Multiple Access (CDMA) is a very new concept in wirelesses communications, which has lead to improve both; the system capacity as well as the service quality.

CDMA is a form of spread-spectrum, a family of digital communication techniques that have been used in military applications for many years. The core principle of spread spectrum is the use of noise-like carrier waves, which have bandwidths much wider than that required for simple point-topoint communication for the same data rate.

GSM Technology

The development of GSM started in the early 1980s. It was the mainstay of the plans for Europes mobile communication infrastructure for the 1990s. Today, GSM and its DCS 1800 and PCs 1900 versions have spread far beyond Western Europe with networks installed across all continents. The story begins in 1982 when the European Conference of Posts and Telecommunications Administrations (CEPT), consisting then of the telecommunication administrations of twenty-six nations made two very significant decisions. The first was to establish a team with the title "Groupe Spciale Mobile" (hence the term "GSM", which today stands for Global System for Mobile Communications) to develop a set of common standards for a future pan-European cellular network. The second was to recommend that two blocks of frequencies in the 900 MHz band be set aside for the system. The CEPT made these decisions in an attempt to solve the problems created by the uncoordinated development of individual national mobile communication systems using incompatible standards. The impossibility of using the same terminal in different countries whilst traveling across Europe was one of these problems; another was the difficulty of establishing a Europe-wide mobile communications industry that would be competitive in world markets due to the lack of a sufficiently larger home market with common standards .By 1986 it was clear that some of these analogue cellular networks would run out of capacity by the early 1990s. As a result, a directive was issued for two blocks of frequencies in the 900 MHz band, albeit somewhat smaller than recommended by the CEPT, to be reserved absolutely for a pan-European service to be opened in 1991.

The digital system would offer improved spectrum efficiency, better quality transmission and new services with enhanced features including security. It would also permit the use of Very Large Scale Integration (VLSI) technology, which would lead to smaller, and cheaper mobiles, including hand held terminals. Finally, a digital approach would complement the development of the Integrated Services Digital Network (ISDN) with which GSM would have to interface. GSM initially stood for Group Spcial Mobile, the CEPT (Conference of European Posts & Telegraphs) formed the group to develop a Pan-European cellular system to replace the many systems already in place in Europe that were all incompatible. The main features of GSM were to be International Roaming ability, good sound quality, small cheap handsets and ability to handle high volumes of users. GSM was taken over in 1989 by the ETSI (European Telecommunications Standards Institute) and they finalized the GSM standard in 1990. GSM service started in 1991. It was also renamed this year to Global System for Mobile communications (GSM). Today there are approx. 105 countries with GSM networks or planned networks and many more are planned with around 32 million subscribers worldwide on the 139 networks. The MoU "Memorandum of Understanding" has over 210 members from 105 countries, this organization meets ever three to four months to look at new or better implementations to the GSM system.

Home Location Register (HLR)

A Home Location Register (HLR) is a database that contains semipermanent mobile subscriber information for wireless carriers' entire

subscriber base. HLR subscriber information includes the International Mobile Subscriber Identity (IMSI), service subscription information, location information (the identity of the currently serving Visitor Location Register (VLR) to enable the routing of mobile-terminated calls), service restrictions and supplementary services information. The HLR handles transactions with both Mobile Switching Centers (MSCs) and VLR nodes, which either request information from the HLR or update the information contained within the HLR. The HLR also initiates transactions with VLRs to complete incoming calls and to update subscriber data. Traditional wireless network design is based on the utilization of a single Home Location Register (HLR) for each wireless network, but growth considerations are prompting carriers to consider multiple HLR topologies.

Visitor Location Register (VLR)

A Visitor Location Register (VLR) is a database which contains temporary information concerning the mobile subscribers that are currently located in a given MSC serving area, but whose Home Location Register (HLR) is elsewhere. When a mobile subscriber roams away from his home location and into a remote location, SS7 messages are used to obtain information about the subscriber from the HLR, and to create a temporary record for the subscriber in the VLR. There is usually one VLR per MSC.

International Mobile Subscriber Identity (IMSI) Number

The IMSI is a unique non-dialable number allocated to each mobile subscriber in the GSM system that identifies the subscriber and his or her subscription within the GSM network. The IMSI resides in the Subscriber Identity Module (SIM), which is transportable across Mobile Station Equipment (MSE). The IMSI is made up of three parts 1 (1) The mobile country code (MCC) consisting of three digits, 2 (2) The Mobile Network Code (MNC) consisting of two digits, (3) The Mobile Subscriber Identity Number (MSIN) with up to 10 digits.

Mobile Subscriber ISDN (MSISDN) Number

The MSISDN is the dialable number that callers use to reach a mobile subscriber. Some phones can support multiple MSISDNs - for example, an U.S.-based MSISDN and a Canadian-based MSISDN. Callers dialing either number will reach the subscriber.

Mobile Station Equipment (MSE) Subscription Services

GSM carriers typically order Mobile Station Equipment (MSE) (or GSM phones) from their suppliers (Nokia, Motorola, Sony, etc.) in large quantities (e.g. 1000 Units). After receiving an order, the equipment supplier will program the ordered MSE SIMs with a range of IMSI numbers. Once the range of IMSI numbers has been determined, the HLR can be populated with the new IMSI records that will be configured and activated at a future date by authorized sales or service subscription representatives. The

fact that the HLR can be populated with ranges or blocks of IMSI numbers creates efficiencies in the storage and retrieval of routing information. The wireless carrier distributes the Mobile Station Equipment to Sales Outlets that sell GSM subscription services. When a new subscriber orders a GSM phone at one of the outlets, the service representative will create a Service Order (SO) to enter the new subscriber's service subscription information, including the MSISDN number. The key to the Service Order is the IMSI that is programmed in the SIM. The SO is sent to the HLR, where the IMSI record is created. It can either be set to an active state immediately, allowing the new subscriber to send and receive telephone calls or it can be activated at a future date.

GSM Call Routing Mobile Subscriber Roaming

When a mobile subscriber roams into a new location area (new VLR), the VLR automatically determines that it must update the HLR with the new location information, which it does using an SS7 Location Update Request Message. The Location Update Message is routed to the HLR through the SS7 network, based on the global title translation of the IMSI that is stored within the SCCP Called Party Address portion of the message. The HLR responds with a message that informs the VLR whether the subscriber should be provided service in the new location.

Mobile Subscriber ISDN Number (MSISDN) Call Routing

When a user dials a GSM mobile subscriber's MSISDN, the PSTN routes the call to the Home MSC based on the dialed telephone number. The MSC must then query the HLR based on the MSISDN, to attain routing information required routing the call to the subscribers' current location. The MSC stores global title translation tables that are used to determine the HLR associated with the MSISDN. When only one HLR exists, the translation tables are trivial. When more than one HLR is used however, the translations become extremely challenging, with one translation record per subscriber (see the example below). Having determined the appropriate HLR address, the MSC sends a Routing Information Request to it. When the HLR receives the Routing Information Request, it maps the MSISDN to the IMSI, and ascertains the subscribers' profile including the current VLR at which the subscriber is registered. The HLR then queries the VLR for a Mobile Station Roaming Number (MSRN). The MSRN is essentially an ISDN telephone number at which the mobile subscriber can currently be reached. The MSRN is a temporary number that is valid only for the duration of a single call. The HLR generates a response message, which includes the MSRN, and sends it back across the SS7 network to the MSC. Finally, the MSC attempts to complete the call using the MSRN provided.

Adding a Second HLR to the GSM Network

As a GSM wireless carrier's subscriber base grows, it will eventually become necessary to add a second HLR to their network. A service subscription record storage capacity issue, or perhaps an SS7 message

processing performance issue might prompt this requirement. It might possibly be prompted by a need to increase the overall network reliability. Typically, when new subscribers are brought into service, the second HLR will be populated with blocks of IMSI numbers that are allocated when new MSE equipment is ordered. Much more complicated SS7 message routing Global Title Translations are required for Routing Information Request transactions between the MSCs distributed over the entire wireless carrier serving area and the two or more HLRs. MSC Routing Information Requests are routed to the appropriate HLR based on the dialed MSISDN and not the IMSI. Unlike the IMSI numbers, the MSISDN numbers can not easily be arranged in groups to reside within a single HLR and therefore, the MSC must contain an MSISDN to HLR address association record for every mobile subscriber homed on each of the MSCs. As the example illustrates, the MSC routing tables quickly grow much more extensive than the STP tables. The network administration becomes increasingly complex and prone to error.

Research Design

REASERCH METHODOLOGY
Definitions: 1. Research is the systematic investigation to establish facts or collect information on a pre-decided subject. 2. Methodology is the specification of the system of principles and techniques used in a particular discipline
Define the problem and research objective

Develop the research plan

Collect the information

Analyze the information

Finding & Recommendations

REASERCH PROCESS

RESEARCH DESIGN
Research design involves a general plan of how to go about answering the research questions set keeping in mind the research objective.

SOURCES: SECONDARY SOURCES:

For the completion of the research it was important that the secondary data should be supplemented by primary data originated specifically for the research in hand. The primary data was gathered through questionnaires. My research findings are based on information collected from filled questionnaires. The main sources of secondary data were: -

Internal Data:
Some previous market studies provided by the guide. Reports and database of AIRTEL provided by guide.

PRIMARY SOURCES:
Method used to collect primary data is: Questionnaire Questionnaire Method: For the purpose of the study survey was conducted across different areas of Jaipur city. The Questionnaire (a sample copy is attached) was prepared according to the objectives of the project and

was administered accordingly. The data gathered through this exercise became the primary data.

SAMPLING ERRORS: While interpreting the results I kept in mind the potential errors. Two sources of errors are random sampling error, which arises due to the fact that the sample may not be a true representative of the population, and non-sampling error which comes up because of faulty coding, untruthful responses, respondent fatigue etc. LIMITATIONS IN RESEARCH:
All research papers have its own limitations in terms of methodology and the resources available for its conduct. This study is no exception to it and has been carried under following limitation: Some of the respondents were not forthcoming with A number of respondents were biased towards a particular Some of the respondents were not available so, contacted Respondents lack of time to give information and their casual

information as they thought it to be a waste of time. brand, which was giving them better returns. person was not able to present a fair view. attitude was a big hindrance in the study.

QUESTIONNAIRE DEVELOPMENT PROCESS

In order to gather primary data, I used structured questionnaires, prepared in advance to elicit the necessary response from the respondents. Questionnaires help to facilitate communication and know the perceptions of the respondents clearly. The following points were kept in mind while structuring the questionnaire. Content of the questions: the questions had been framed keeping in mind the objective of the research. Type of questions: the questionnaire consists of open-ended, closed-ended, dichotomous and multiple-choice questions. Further I made use of likert scale to get a more vivid response. Wording of the questions: the questions are such that they are easy to understand and the respondents do not have any hesitation in answering the questions. Note: - A sample questionnaire is enclosed with the report in Annexure- I at the end.

MARKET SHARE OF TELECOM PLAYERS IN RAJASTHAN

RELIANCE 16% SPEICE 12% AIRTEL 38%

BSNL 13% VODAFONE 21%

AIRTEL

VODAFONE

BSNL

SPEICE

RELIANCE

CONNECTIVITY AND AREA OF NETWORK COVERAGE OF AIRTEL

50 45 40 35 30 25 20 15 10 5 0

47

30 20

1 Very Bad

2 Bad Neither Bad Nor Good Good Very Good

CALL TARIFFS OF AIRTEL

Cheap 10%

Very Economical 21%

Expensive 40%

Normal 29%

CLARITY OF VOICE OF AIRTEL

Very Good Good Neither Bad Nor Good Bad Very Bad

10

20

30

40

OVERALL SATISFACTION WITH AIRTEL

45 40 35 30 25 20 15 10 5 0

Extremely Satisfied

Satisfied

Neither Dissatisfied Satisfied Nor Dissatisfied

Extremely Dissatisfied

WOULD YOU LIKE TO RECOMMEND AIRTEL TO A FRIEND OR RELATIVE

90 80 70 60 50 40 30 20 10 0

84

16

Yes

No

Findings and Conclusion

FINDING AND CONCLUSION

India is the one of the largest telecom market in the world and one of fastest growing market also. Indian telcos are netting up around 8 million telecom subscriber monthly which is second only to China. India has been divided into 23 telecom circles geographically. Separate licenses are issued for operating in these circles. Airtel is the first telecom company, who has launched mobile service in India. It is the most faithful company in India. The network and service provided by Airtel is the best in the Indian telecom sector. Airtel has the largest telecom company in India on the basis of number of customer with approx. 7.5 crores. Airtel introduced in Rasthan in 2003. Airtel has 73,16,500 customers in Rasthan till October, 2009. Airtel has approx 12.5% customers of total population in Rasthan.

Major finding from customer satisfaction survey:

Airtel is having largest number of customer in Bangalore. Connectivity and network coverage by airtel is very good. Call tariffs are bit high, but customers are satisfied because of service provide by the company Clarity of voice of Airtel is very good. Overall customers of Airtel are very much satisfied. Customers of airtel would like to recommend a friends or relatives.

Annexure

QUESTIONNAIRE ON CUSTOMER SATISFACTION

1. Name : ____________________________________________________ 2. Address : ___________________________________________________ ___________________________________________________________ ___________________________________________________________ 3. Age : _____________________ 4. Gender : ___________________ 5. Phone / Mobile : _____________________________________________ 6. E-mail : ____________________________________________________ 7. Occupation : Professionals Student Self-employed/Own Company Other

8. Which mobile services do you use? Airtel Vodafone BSNL Tata Indicom Reliance Spiece Any Others

9. Which type of services do you use? Prepaid Postpaid

10. How long have you been using these services?

Less Than 6 Months More Than 1 Year

6 Months-1 Year

11. What is your monthly expenditure in terms of your mobile usage? Less Than Rs. 200 Rs. 500 to Rs. 1000 Rs. 200 to Rs. 500 More Than Rs. 1000

12. How do you rate your services provider in terms of connectivity and area of network coverage? Good Bad

13. What do you feel about the call tariff linked with the connection you are currently using? Very Economical Normal Cheap Expensive

14. Service provider in terms of clarity of voice. Very Bad Bad Neither Good Nor Bad Good Very Good

15. Attitude of sales executive : Very Bad Bad Neither Good Nor Bad Good

Very Good 16. Way of communication of our sales executive : Very Bad Bad Neither Good Nor Bad Good Very Good 17. How would you rate your level of overall satisfaction : Extremely Satisfied Satisfied Neither Satisfied Nor Dissatisfied Dissatisfied Extremely Dissatisfied 18. Would you like to recommend AIRTEL to a friend or relative? Yes No

Signature: __________________

Bibliography

BIBLIOGRAPHY
Books

Kothari C.R., Research methodology and Techniques, New Delhi, Wishwa prakashan, 1990

Magazines

Business World 7 May 2008, Clash of Titans: Airtel V/S Reliance, S. Nagrajan, P. Ramamurti, p 36-41

Newspapers

Ashok V. Desai, Are Cartels Back The Economic Times, July 26, 2008, p-14

B. Leeladhar, Bharti: The Next Jump, The Economic Times, June 17, 2008, p-12

Websites
www.airtel.in www.wikipedia.org www.google.com