ACKNOWLEDGEMENT

I express my sincere thanks to my faculty guide Mr. Ankit Nanda for her guidance, valuable suggestions, co-operation and motivating commandments which acted as a source of light during the making of this project. Am extremely indebted to Mr. Neeraj Kumar, Territory Manager at Gopalgang and Akhilesh Kumar, HR Manager (Dehradun), of Bharti Airtel Ltd. for giving me an opportunity to take up this project. I would like to thank them for there continuous support. There knowledge sharing attitude helped me in a great way in this endeavor.

With immense gratitude, I acknowledge all those whose guidance and encouragement served as a beacon light and crowned my efforts with success. I would like to dedicate this report VIMAL CHANDRA VERMA

TABLE OF CONTENTS
S.NO CONTENTS . 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 14. Acknowledgement Executive Summary History Company Profile Objective of the study Research Methodology Data analysis & interpretation Telephone survise from airtel Limitations Recommendations Conclusion Bibliography Questionnaire
PAGE NO.

2 4 5 21 34 35 38 45 57 58 59 60 61

EXECUTIVE SUMMARY
Telecom industry has grown up very fastly all over the world with the rapid changes in Technology & Service market. They had become the necessity of todays people. In India only there are around 10 Telecom services providers.

Airtel is the longest GSM mobile service provider in India having a reach in more than 23 telecom circles. Airtel was established in the year 1995 and within a small time period of 11 years it has achieved a great success. It provides Broadband (DSL) and Telephone services in 15 Telecom circles in India. It provides the quality product at very competitive price. Airtel believes in providing what customers want. They had a wide variety of plans in GSM as well as in Broadband and telephone services.

This project aims to provide the whole information about the features & benefits of Airtels products & services. It compares its various plans with other telecom service providers. Airtel works on the policy of providing maximum satisfaction to its customers by providing effective and efficient services.

The brand name AIRTEL itself has become the sign of prestige & quality. An analysis has been drawn from the whole study of the products & by observing peoples minds through customer interaction & various other resources.

HISTORY OF AIRTEL

Sunil Bharti Mittal The founder Chairman of Bharti Enterprises

AN OVERVIEW BHARTI AIRTEL LIMITED The company is a part of Bharti Enterprises, and is India's leading provider of telecommunications services. The businesses at Bharti Airtel have been structured into three individual strategic business units (SBUs) - mobile services, broadband & telephone services (B&T) & enterprise services. The mobile services group provides GSM mobile services across India in 23 telecom circles, while the B&T business group provides broadband & telephone services in 90 cities. The Enterprise services group has two sub-units - carriers (long distance services) and services to corporate. All these services are provided under the Airtel brand. BUSINESS LINES Mobile Services Broadband and Telephone Services Long Distance Services Enterprise Services

BUILDING TELECOM... BUILDING RELATIONSHIPS Bharti Airtel Limited, a part of Bharti Enterprises ,is India's leading provider of telecommunications services. The businesses at Bharti Airtel have been structured into two main strategic business groups - the Mobility Leaders business group and the

Infotel Leaders business group. The Mobility business group provides GSM mobile services across India in twenty three telecom circles, while the Infotel business group provides broadband & telephone services, long distance services and enterprise services. All these services are provided under the Airtel brand. BHARTIS BUSINESS FOCUS

Vision THINK FRESH AND DELIVER MORE TO OUR CUSTOMERS BY: Ensuring a consistently Delightful Brand Experience at every Touch Point Aligning internal as well as customers Facing process Harnessing it for both Customer and Internal Benefit Leading Industry Innovation through user friendly products and services Extending our network while ensuring a World Class customer experience Building a Best-In-Class Leadership Team That Nurtures talent at every level Creating benefit through Economics Of Scale

MARKET PLACE The unprecedented growth in the mobile market is, perhaps, the most vivid facet of India's economic transformation since the mid 1990s. Mobile technology and services came to India less than a decade ago. In the early days, a mobile was seen to be a fashion statement for the rich. Today, it is accepted as a basic communication medium for all socio-economic segments. As the pioneer and frontrunner, Airtel has been instrumental in leading and ushering in the mobile revolution in India. The Indian mobile market is, today, amongst the fastest growing and the most competitive in the world. There were 34.6 million mobile phone subscribers in the country as of April 2004 (Source: Cellular Operators' Association of India and Association of Basic Telecom Operators). With approximately seven million subscribers, Airtel commands nearly 20% share of the market - making it the number one brand in the country. Airtel's world class service and innovative products have enabled it to establish this position of leadership.

 TECHNOLOGY GSM (Global System for Mobile) Communications : A standard for digital cellular communications adopted by over 60 countries. The GSM standard is currently used in the 900 MHz and 1800 MHz bands. GSM is the pan-European standard for digital cellular telephone service GSM networks will be built as alternative to current AMPS systems and in the future and will support enhanced data applications. GSM was designed for European markets to provide the advantage of automatic, international roaming in multiple countries. The SIM (Subscriber Identification Module) card is a vital component in GSM operation. The user can store all relevant data for the phone on a removable plastic card. The card can be plugged into any GSM compatible phone and the phone is instantly personalized to the user. CDMA (Code Division Multiple Access) :- It is one of the several digital wireless transmission methods in which signals are encoded using a pseudo random sequence which corresponds to a different communication channel that the receiver also knows and can use to decode the received signal. CDMA is one of the several spread spectrum techniques CDMA offers improvements over analogue transmission in the areas of reduced call droppings battery power conservation, more secure transmission and increased service options.

JOB PROFILE

Rs 298 Lifetime Prepaid Tariff Details: MRP Talk time Processing Fees Validity Rs. 298 Rs.3 Rs 295 Lifetime

Feb17, 2008:

Bharti Airtel, Indias leading telecom services provider today

introduced its popular Lifetime Prepaid at a lower price point of Rs. 298 only. Airtel is the first mobile services provider in the country to offer Lifetime Prepaid at this price point. This is a significant initiative that further reinforces Airtels commitment to make mobile more affordable and provide greater value to the Airtel prepaid customer.

Mr. Sanjay Kapoor, President, Mobile Services, Bharti Airtel Limited said, "As industry leaders, Airtel has always been at the forefront of driving growth and expanding the market horizon in the telecom space. Lifetime Prepaid is a revolutionary concept that we had earlier introduced to the Indian mobile user. Our 298 Lifetime product is at an attractive price point and it marks our strategic intent to drive affordability and consumption in the prepaid category further. Going forward, we will continue to explore innovative products such as these that will enhance our customers value and significantly contribute towards increasing Airtels market and revenue share in the future. The 298 Lifetime Prepaid offers an Airtel user full talk time on all future recharges. Under the new Lifetime Prepaid, the customer can stay mobile by paying just Rs. 298 and using a minimum of Rs 200 every 180 days to continue enjoying lifetime validity benefits. With effect from Feb 18, 2008, Lifetime Prepaid 298 is available to all existing as well as new Airtel mobile users. Therefore, even existing Airtel Easy Lifetime prepaid subscribers can choose to avail this offer by recharging with Rs 298. Airtel has always been a frontrunner in providing affordable services to its subscribers, be it with its Rs 200 recharge, Lifetime prepaid and Easy Lifetime prepaid.

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Bharti sets off new price war on mobile turf

April 28 Taking the tariff wars in the telecom sector to the next level, Bharti Airtel on Monday announced a 43 per cent reduction in STD rates for its 62 million mobile subscribers across the country. Airtel subscribers will be able to make domestic long distance calls at a flat rate of Rs 1.50 a minute compared to Rs 2.65 a minute at present. The new Airtel rates are, however, still expensive compared to STD rates of fixed line telephones, which is at Re 1 a minute. The company has also reduced roaming rates from Rs 1.75 a minute to Re 1. The new rate will be effective from April 30 across all tariff plans. In response, rival operator Reliance Communication said that it will offer free STD calls for only Reliance-to-Reliance calls on two specific tariff plans. Tata Teleservices has a tariff plan that allows STD calls at 50 paise a minute across the Northern region. However, Airtels offer is for all mobile calls irrespective of the distance, tariff plan, region or who you are calling. State-owned BSNL said that it may announce revised tariffs after a closer look at Airtels new offer.

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Mr. Sanjay Kapoor, President, Mobile Services, Bharti Airtel, said that Airtel may be taking a hit on the revenue in the short-term which it hopes would be made up due to surge in traffic volume. It would be difficult for rival mobile operators to match this tariff, especially those without their own long distance network. Bharti, being an integrated telecom company, rides on its own network to provide STD services to mobile subscribers, he said. Among Bhartis competitors only RCom, Tata Teleservices and BSNL have their own long distance network. Other mobile companies such as Vodafone and Spice route their traffic through others NLD network, which adds to their cost. Explaining the rationale for the tariff cut, Mr. Kapoor said, With 70 per cent STD customers in India using less than 5 minutes per month on STD calls and 80 per cent mobile customers not using their phones while roaming, we have a compelling customer proposition. I am confident that this will drive growth and usage in the Indian telecom industry. Airtel subscribers talk an average of 507 minutes a month primarily driven by cheap local call tariffs. The cut in STD rates is aimed at increasing the usage given that the average revenue per user has been declining over the past year. The recent abolition of access deficit charges has also reduced the burden on the operators, which may have triggered a fresh round of tariff cut in the long distance segment.

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The Current Structure of India's Telecommunications Monopoly

Until 1985, the Indian Telegraph Act of 1885 and the Wireless Telegraph Act of 1932 provided the legal basis for the central government's telecommunications monopoly. Under these laws, posts and telecommunications were combined in one P&T department run by the Ministry of Communications. In the late 1970s and early 1980s protests against poor service by subscribers, politicians, industrialists, and business leaders coincided with global and national pressure for liberalization. As a result, a parliamentary committee was established in 1981, which recommended numerous structural and service improvements. Under the advice of this committee, Rajiv Gandhi ordered the bifurcation of the Ministry of Posts and Telegraphs in 1985. A separate Department of Telecommunications (DoT) was established under the Ministry of Communications and two supposedly autonomous public sector undertakings (PSUs) were created to expand, develop, and manage crucial segments of the Indian telecommunications system. The Mahanagar Telephone Nigam Limited (MTNL) was set up to run services in Delhi (the nation's capital) and Mumbai, formerly Bombay (the nation's commercial center), which together account for 25 percent of the nations phone lines. Telecommunication in the rest of the country continues to be run as a government department because of staff resistance to change. Videsh Sanchar Nigam Limited (VSNL) was set up to run international services. DoT was established as the exclusive, self-regulating provider of domestic and longdistance service.

13

From 1992-1996, DoT doubled practically every aspect of the telecommunications infrastructure in India, from the number of telephones in service to the long distance route kilometers. DoT did not, however, succeed in reducing the registered waiting list for telephones, and in 1994, the government acknowledged the need to liberalize Indias telecommunications market.

India's Network Development, 1992-1996 Indicator Telephones in service (thousands) Telephone lines per 100 inhabitants New lines installed (thousands) Lines in service (thousands) Lines in service per 100 inhabitants Long-distance route kilometers Number of village public telephones Local call pulses (billions) 2001 6706 0.77 735 5810 0.67 2002 7713 0.88 987 6797 0.77 2003 8877 0.99 1229 8026 0.89 2004 10588 1.15 1770 9795 1.07 2006 12892 1.38 2183 11978 1.28

94476 107462 122957 142113 168633 74404 104476 137447 185136 216632 29.8 40.1 2845 46.7 2497 58.6 2153 78.5 2277

Registered waiting list for telephones 2289 (thousands)

Source: Department of Telecommunications, India The National Telecom Policy (NTP) of 1994 provided the basis for liberalizing the telecommunications market. It recognized the importance of liberalization and private sector participation as key elements of economic development. It also envisaged, among other things, the provision of basic telephone service by private companies that would compete with DoT; the establishment of an independent regulatory body; and the separation of DoTs operational, policy, and ministerial functions.

14

The NTP has led to various liberalization successes. However entrenched bureaucracy, inefficient lobbying and poor public information campaigns have largely undermined the policy domestically, and demand for telephone lines in India remains extremely high. On the international front, the NTP has prevented India from making more liberal commitments to the WTO. India has refused to go beyond the NTPs very limited policies in making commitments to the WTO Basic Telecommunications Agreement. The NTP provides that: DoT will not be corporative, which ensures that labor unions have no big issue to fight; Private sector companies will be issued licenses for statewide operations in competition with DoT for basic telephones. This establishes a duopoly system for 15 years in 21 statewide service areas (or circles); Mobile telephone services will be offered solely by non-DoT private sector companies, at least two in each service area. The initial license period is 10 years, extendable thereafter in five-year increments; Foreign equity participation will be allowed in public telephone operations of at least 500,000 basic telephone customers and 100,000 mobile phone customers; Private carriers must commit to public service obligations such as rural area coverage and public telephones; Interstate and international telecommunications will be the exclusive monopoly of DoT and its company VSNL. Projected demand for telephone lines in India

15

Year (AprilMarch) 1997-1998 1998-1999 1999-2000 2000-2001 2001-2002 2002-2003 2003-2004 2004-2005 2005-2006

Projected Demand (million lines) 17.4 20.5 23.4 26.8 30.7 35.2 40.3 46.3 53.0

Increase (million lines)

3.1 2.9 3.4 3.9 4.5 5.1 6.0 6.7

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Source: Department of Telecommunications, India The above was the first phase of the training and the second phase of my training was to sale the product (life time validity pre paid service) My job profile in the summer training is of Executive where I have to do an outside and inside work. As an executive I have to moved in the field with other executives in order to get convince the customers about to take the service and get their physical signature in the application form. The whole work starts from 10o clock and ends in five in the evening. There are no targets and no selling of these services, just convincing them to take these services and filled the application form and signed it. Actually the customers are already been informed by the auto calling system in which the customers are known by different services available to them. Till now I have move to more than 150 customers and get there signature on the application form. Not only the customers but to the dealers also because these services includes services for mobile phone also. To the dealers I have to make them aware of the different services. The second part of the training deals with the official work. The official work includes the forwarding of the prepaid application form which is submitted by the different customer. Though this work is given to me for a short period of time but it gives a different kind of approach. This is all about my summer training detail. My summer training will end up on at the end of this month only.

17

ACHIEVEMENTS Airtel's journey to leadership began in Delhi in 1995. Since then, Airtel has established itself across India in sixteen states covering a population of over 600 million people. Airtel will soon cover the entire country through a process of acquisitions and green field projects. With a presence in over 1,400 towns, Airtel today has the largest network capacity in the country. In the last nine years Airtel has achieved many firsts and unique records: it was the first to launch nationwide roaming operations, it was the first to cross the one million and the five million customer marks. It was also the first to launch services overseas. There are other 'firsts' credited to Airtel - many of them in the area of innovative products and services. Today, Airtel innovates in almost everything that it presents to the market.

18

An excellent example is Easy Charge - India's first paperless electronic recharging facility for prepaid customers. As evidence of its fine record, Airtel has also been conferred with numerous awards. It won the prestigious Techies Award for 'being the best cellular services provider' for four consecutive years between 1997 and 2000 - a record that is still unmatched. And in 2003, it received the Voice & Data Award for being 'India's largest cellular service provider', amongst others.

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COMPANY PROFILE
Brand Name : Companys Name Head Office : Corporate Office Licensing : Airtel : BHARTI CELLULAR LTD. Delhi : Delhi :7th July 1995

VISION: To be globally admired for Telecom services that delight customers.

MISSION We will meet Global Standards for Telecom services that delight customers through: Customer Service Focus Empowered Employees Innovative Services Cost Efficiency

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Bharti Airtel is one of India's leading private sector providers of telecommunications services based on an aggregate of 6,91,80,000 customers as on May 31, 2008,

consisting of 6,68,20,000 GSM mobile and 23,60,000 broadband & telephone customers. Airtel comes to you from Bharti Cellular Limited - a part of the biggest private integrated telecom conglomerate, Bharti Enterprises. Established in 1976, Bharti has been a pioneering force in the Telecom Sector with many firsts, & innovations to its credit. Bharti provides a range of telecom-services, which include cellular, Basic, Internet & recently introduced National Long Distance. Bharti Enterprises has been at the fore front to technology and has revolutionized telecommunications with its world class products & services. Bharti also manufactures & exports telephone terminals and cordless phones. Apart from being the largest manufacturer of telephone instruments in India, it is also the first company to export its products to the USA. Bharti is the leading cellular service provider, with an all India footprint covering all 23 telecom circles of the country. It has over 11 million satisfied customers. Bharti has many Joint Ventures with world leaders like Singtel (Singapore Telecom); Warburg Pincus, USA; Telia, Sweden; Asian Infrastructure Find, Mauritius; International Finance Corporation, USA & New York Life International, USA. Bharti Tele-Ventures Ltd., a part of Bharti Enterprises was incorporated on 7th July 1995, is Indias leading provider of telecommunication services. The 21

business at Bharti Tele-Ventures has been structured into two main strategic Business groups The Mobility Leaders Business Group and The Infotel Leaders Business Group. The Mobility Business Group provides GSM mobile services across India in 23 telecom circles, while the Infotel Business Group provides Broadband & Telephone services, long distance services and Enterprises services. All these services are provided under the Airtel brand. The wireless subscriber base (including GSM & CDMA) has crossed the 3- crore mark as on February end 2004. Out of total wireless base of 3.14 crore, while 2.46 crore are Global System of Mobile Communications (GSM) based subscribers, 67.5 lakh are Code Division Multiple Access (CDMA) based subscribers. That is 78% subscribers are based on GSM standard and the rest are based on CDMA Standard. In the GSM segment, Bharti has the highest subscriber base with 61.99 lakh, fallowed by BSNL with 49.54 lakh. Hutchison ranks third with 48.26 lakh subscribers. As on September 30, 2005, the top three players in the Cellular Sweepstakes were the Bharti Group, BSNL and the Hutchison Group. Together, they accounted for nearly 65% of the subscriber base. The Bharti Group, the numerouno has a subscribers base of 4.62 million and market share of 25.2%. BSNL, with a subscriber base at 4.01 million and a market share of 21.9%. And the Hutchison Group has 3.22 million subscribers and a market share of 17.6%. The IDEA group emerged as a distant fourth, with a subscriber base of 1.90 million & a market share of 10.4% 22

AIRTEL has also launched a national web based mobile coupon service, where customers can use the website, www.airtelworld.com to browse through the special offers available from outlets like PUR, Teksons, Ebony in Delhi, Copper Chimney in Mumbai, Tiffanys in Bangalore send a keyword to a short code, and receive the coupon directly on their mobile. SERVICES: Airtel Pre paid Airtel Post Paid Airtel Roaming Long Distance

CUSTOMER BENEFITS: GPRS/MMS settings are preloaded on the handsets. Airtel branded services are pre-loaded. Easy access to GPRS services, thereby encouraging, customers to explore a world of endless possibilities on their mobile phones. Integrated FM radio. Provides access to network e-mail service: send, receive and read e-mails. On 5th July 2004 at Kolkata AIRTEL, Indias leading mobile service, announced the launch of AIRTEL live a multi access entertainment portal on the mobile with the most comprehensive content in the spheres of movies, music sports and mobile games. The content can be accessed by prepaid as well as postpaid

23

AIRTEL customers throughout the country. AIRTEL also launched the first ever GSM phone customized especially for AIRTEL Customers Nokia 6220. The phone games customized with exclusive Sachin Tendulkar & Shahrukh Khan wallpapers, A. R. Rahman tone, pre installed GPRS, MMS setting embedded bookmarks and links. Bharti tele-ventures Ltd. A Public Company listed on three Indian stock exchanges, Bharti televentures Ltd. is controlled by the Bharti group, it also provides fixed local line access, national and international long distance telephony, VSAT, Internet services and corporate data network solutions. The company owns a 23,000 km national fiber optic backbone and substantial international bandwidth. The circles in which AIRTEL mobile in operation are : 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. Andhra Pradesh Assam Dehradun Chennai Delhi Gujarat Haryana Himachal Pradesh Karnatak Kerala Kolkata 12. 13. 14. 15. 16. 17. 18. 19. 20. 21. 22. 23. Madhya Pradesh Maharashtra Mumbai North-east Orissa Punjab Rajasthan Tailnadu U. P. (East) U. P. (West) West Bengal Jharkhand

24

ARTNERS

The company has a strategic alliance with SingTel. The investment made by SingTel is one of the largest investments made in the world outside Singapore, in the company. The company also has a strategic alliance with Vodafone. The investment made by Vodafone in Bharti is one of the largest single foreign investments made in the Indian telecom sector. The companys mobile network equipment partners include Ericsson and Nokia. In the case of the broadband and telephone services and enterprise services (carriers), equipment suppliers include Siemens, Nortel, Corning, among others. The Company also has an information technology alliance with IBM for its group-wide information technology requirements and with Nortel for call center technology requirements. The call center operations for the mobile services have been outsourced to IBM Daksh, Hinduja TMT, Teletech & Mphasis.

25

BOARD OF DIRECTORS

The Board of Directors of the Company has an optimum mix of Executive and NonExecutive Directors, which consists of three Executive and fifteen Non-Executive Directors. The Chairman and Managing Director, Mr. Sunil Bharti Mittal, is an Executive Director and the number of Independent Directors on the Board is 50% of the total Board strength. The independence of a Director is determined on the basis that such director does not have any material pecuniary relationship with the Company, its promoters or its management, which may affect the independence of the judgment of a Director. The Board members possess requisite skills, experience and expertise required to take decisions, which are in the best interest of the Company.

26

THE COMPOSITION OF THE BOARD IS AS UNDER: Board of Directors:Mr. Sunil Bharti Mittal Mr. Rakesh Bharti Mittal Mr. Rajan Bharti Mittal Mr. Akhil Gupta Mr. Lung Chien Ping Mr. LIM Toon Ms. Chua Sock Koong Mr. Dalip Pathak Chairman & Group Managing Director Director of Bharti Televenture Joint Managing Director Joint Managing Director Director of Bharti Televenture Director of Bharti Televenture Director of Bharti Televenture Director of Bharti Televenture

Mr. Bashir Abdulla Currimjee- Director of Bharti Televenture Mr. Donald Cameron Mr. N. Kumar Mr. Pulak Prasad Mr. Paul Osullivan Prof. V. S. Raju Mr. Kurt Hellstrom _ Director of Bharti Televenture Vice Chairman of the Sanmar Group Managing Director of Warburg PIRCUS Chief of Operational Officer Former Director of IIT Delhi. Associate.

27

Dehradun
As far as state of Dehradun is concerned, there are (5) operators namely :(a) (b) (c) (d) (e) Airtel Reliance Telecom Ltd. RIM BSNL Tata Indicom

NETWORK INFORMATION:
Operator Name Network Name Network Type Handset Code Network Code Website : : : : : : Bharti Cellular Ltd. Airtel Dehradun GSM 900 Airtel 40552 http://www.airtel.in

AREA ALLOCATION DEHRADUN CIRCLE

Patna Muzaffarpur East Champaran Rohtas Bhabhuaa Gaya

28

West Chaparan Darbhanga Madhubani Samastipur Sitamarhi Seohar Chappra Saran Vaishali Siwan Dehradun Arrah Bhojpur Buxar Nalanda Sheikpura.

Aurangabad Jahanabad Bhagalpur Munger Luckhisarai Khagaria Jamui Banka Saharsha Katihar Purnea Kishanganj Araria Begusarai Nawada

29

GROUP STRUCTURE

BHARTI TELE-VENTURES LTD. MOBILITY AIRTEL MOBILE SERVICES FIXED LINE AIRTEL BROADBAND & TELEPHONE SERVICES INFOTEL BHARTI INFOTEL LTD. ENTERPRISE AIRTEL ENTERPRISE SERVICES

LONG DISTANCE AIRTEL LONG DISTANCE SERVICES

30

ORGANISATIONAL STRUCTURE FOR DEHRADUN

CEO (East)

COO (Chief Operating Officer)

Head H.R.

Head Mktg.

Head Sales

Head Finance

Head Technical

Head I.T.

Area Managers

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Motto
By 2010, we will be the most admired brand in India. Loved by more customers Targeted by top talent Benchmarked by more businesses

NON FINANCIAL BENEFITS

A wide range of telecom services to choose from(voice telephony, internet & broadband and data) A unique Services Guarantee Scheme to give a redemption benefit in case of faulty bill or dead phone. Speed benefits to our esteemed customers by way of Club Royale. Simple, easy and trouble-free procedures to get telephone registered A single access Customer Care number for the 24/7 dedicated Customer Care Centre manned by courteous, trained and responsive staff A team of qualified and trained engineers To provide high quality of fault repair, & complaint handling, to remove all faults Multiple bill payment options like cash, cheque, credit card, home bill pay, interest banking etc.

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Internet Access surf as much as you like Indias first truly unlimited post paid Internet services.

OBJECTIVE OF THE STUDY

Every study is related with some aim or the objective with it. Because no study is complete without having the definite objectives, which can be summed up as follows: 1) To study the products & services of Airtel. To know about their features. To know about their benefits & advantages. To provide information to all about the products & services of Airtel. Airtel is long been committed to deliver what it commits. Its products have their own market segment.

2) To upgrade the practical knowledge. By knowing about the management of Airtel.

By dealing with customers I had improved my communication skill which in turn helps me in increasing my confidence level.

33

3) To get some experience of Telecommunication Industry this would definitely help in future. Thus there are the following objectives, which can be stated under the described training.

RESEARCH METHODOLOGY

Before describing the word Research Methodology we should firstly understand the meaning of Research.

In laymans terminology, research may be defined as a systematic process of solving a problem through, collecting, organizing & evaluating data to reach the solution & gain new knowledge.

This project is based on study of the products & services of the Airtel in the Indian telecommunication. The methodology used in this report is Data collection technique. There are two sources of data collection which are explained below:

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

SAMPLE SIZE
users : 307 respondents*

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Non-shoppers

: 150 respondents*

SAMPLING METHOD
Non probability judgment sampling

TOOLS FOR DATA COLLECTION

Primary Sources Secondary Sources

PRIMARY SOURCES

Primary data has been collected through studying carefully the products & services of the Airtel Ltd in Indian Market. In telecommunication sector Airtel has a good brand image. As I had observed the products & services of Airtel are sold because of its name & this is the outcome of delivering what customer requires.

SECONDARY SOURCES
The secondary data collection involves study of products & net surfing which was carried out to obtain the history, products, strategy & other relevant information about

35

Airtel. The main sources of information were magazines, newspapers, websites & journals. List of customers attended by me is been collected by our Database Management System which stores the Customer data for many purposes.

This can be illustrated in following way:

Primary Level

The primary data has been collected through my own observation and detailed study of AIRTEL products & services.

Secondary Level

The secondary data has been collected through:

The main information we get through internet. Through detailed study of products. Through magazines, journals & websites. Through DMS(Dealer Management System)

SAMPLING TECHNIQUE

36

The sampling technique used here is convenient sampling technique.

STATISTICAL TECHNIQUES USED FOR DATA ANALYSIS

Simple Percentage Numerical Analysis Graphical Representation using Charts & Pie Diagrams

DATA ANALYSIS & INTERPRETATION

ANALYSIS & INTERPRETATION Airtel - Dehradun STUDY
User and Non-User of Airtel-Dehradun Table 1: Do you know about Airtel Frequency Yes No Total 196 21 217 CHART 1: Do you know about Airtel ? Percent 90 10 100

No. 10%

37

Yes. 90%

yes

No

INTERPRETATION The Chart 1 and Table 1 represents the users and non-users of Airtel product, which includes 90% of total sample of 217 uses Airtel product are users and10% of total sample of 217 are non-users. Reasons for using at other products besides AIRTEL?

Table 2: Do you use other product besides AIRTEL PRODUCT? Frequency Yes No Total 26 79 105 Percent 25 75 100

Table 3: Which product do you use? Reliance (Rim) Reliance (Smart) BSNL(Cell one) TATA Indicom Aircel Total Frequency 27 15 19 6 12 79 Percent 34 19 24 8 15 100

CHART 3
Product uses by customers.
15% 8% 34%

24%

38 19%
Cell one

Rim

S ma rt

TATA Indicom

Aircel

Table 4: Why do you use these products? Frequency Proximity to home Lower Price for products Good Quality Every product available easily RCV, LAPU, SIM available Network availability Total CHART 4 11 3 29 16 6 14 79 Percent 14 4 36 20 8 18 100

11 3 29 16 6 14 79

why do u use these products ? 14

4 36 20 8 18% 18 8% 100

14% 4%

20%

36%

INTERPRETATION
39

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

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Demographics of AIRTEL-Dehradun
Age Groups
CHART 5:
Age Group

15-20 5%

21-26 15%

51-60 20% 41-50 25%

27-40 35%

15-20

21-26

27-40

41-50

51-60

Gender
CHART 6:
Gender

Female 47%

Male 53%

Male

Female

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Family Monthly Income

CHART 7:
Family Income (per month) Rs.1000020000 20% Rs.2000030000 5% Rs.30000 and Above 1%

Rs.5000-10000 74%

Rs.5000-10000 Rs.20000-30000

Rs.10000-20000 Rs.30000 and Above

Newspaper choices in Hindi and English Hindi Newspaper CHART 8:

Which Hindi new spaper you read?

Aaj 4%

Hindustan 51%

Danikjagran 45%

Aaj

Danikjagran

Hindustan

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English Newspaper

CHART 9:
Which English newspaper you read?

Sahara News 9% Hhindustan Ttimes 55%

Times of India 36%

TELEPHONE SERVICES FROM AIRTEL

Hhindustan Ttimes Times of India Sahara News

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TELEPHONE SERVICES FROM AIRTEL

Airtel Broadband & Telephone Services, India's premium telecommunication service brings to you a whole new experience in telephony. From integrated Voice Services for corporate and small business enterprises to user friendly plans for homes, we bring innovative, cost-effective solutions to cater to your needs.

FOR HOME, BUSINESS, CORPORATES

Voice Services:

Telephone Dial-up Feature Value Added Services Unified Messaging Audio Conferencing Service

Telephone

Airtel Voice Services go beyond basic telephony to offer our users a whole host of Value Added Services as well as premium add-ons. Each Telephone connection from

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

Dial-up
Airtel Voice Services provide FREE dial-up internet access that is bundled along with your Telephone connection from Airtel. Its fast, reliable, gives you unlimited Internet access. All you need to do is dial 1500 through your dialer. The default username should be "register" and password is "airtel". You can log- in and change your Username and Password. All you need is: A computer and a modem And a Telephone connection from Airtel

How much do you pay: Airtel Voice Services give you unlimited free internet access, allowing you to pay only for the number of hours spent online. Paying for it is convenient as well-you can pay along your Airtel phone bill. Features Airtel Voice Services bring you a range of world class features. These enable you to organize and control your communication needs. They make your life a lot simpler

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and convenient. They empower you like never before. The best part is that many of these services are free along with your telephone connection.

VALUE ADDED SERVICES

BENEFITS OF VAS To the Customer Fulfill the expectation at the cheapest rates

TO THE COMPANY Attracts customers Increase popularity Increase revenue generation Good acquisition tool Creates word of mouth publicity

TYPES OF VAS Caller Line Identification Voice Mail Service Call Forwarding Call Waiting

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Parallel Ringing Voice Mail

Power Feature: Three Party Conferencing Multiple Subscriber Number

What is Unified Messaging? The Unified Messaging from Airtel Broadband & Telephone Services brings you the unmatched convenience of receiving your e-mail, fax and voice messages on one number. This service allows you to store all your messages in one mail box. You can access your mail box from anywhere, any number by dialing your phone number and entering a four digit password. You can access your e-mails, fax messages and voice mails through the phone by dialing into your Unified Messaging mail box. It will read out your e-mails, play back your voice messages and store your faxes, which you can divert a number near you to view them. The fax messages on screen of your computer (fax card is not required), and listen to your voice mails as well as read your e-mails by accessing your mail box on the net. Now, you don't have to check for your messages in three different places. All your messages are stored in one mail box. Audio Conferencing

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To stay ahead of competition, all modern organizations have to stay in constant touch with their partners, associates and clients. Born out of this understanding is Audio Conference Service from Airtel, Indias best value audio conferencing solution. Audio Conference Service from Airtel is the easiest, most economical and instant way of sharing information, ideas and opinions. It is the latest way to conduct business meetings via the telephone. It facilitates hassle-free audio conferencing to anywhere in the world and also protects the confidentiality of the conference proceedings. It provides optimum time utilization and massive savings from each meeting. To avail services of Audio Conferencing from Airtel, you don't have to install any expensive devices. You can connect across the globe through a single local call from your landline or mobile phone. Thus, you save on capital investments along with travel time and running costs. What's more, Airtel's state-of-the-art technology ensures that you get a host of utility options that enable you to conduct and supervise audio conferences with extreme ease and flexibility.

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Why Audio Conference Service from Airtel? It's a complete conferencing solution - be it board meetings, management discussions, project reviews, staff trainings, Q&A sessions or press conferences. It offers tremendous value - mull out all your business decisions with your associates across the globe without stepping outside your office; and with just one call connect to all your business partners. No infrastructural costs no extra investment; just pick up your telephone. It knows no boundaries - Conference with your partners, anywhere in India or the world.

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FINDINGS & LIMITATIONS

FINDINGS Value Added Services revenue expected 1/3 of the total services by 2009. This will be one of the biggest achievements that a company is thinking of. Total Value Added Services revenue will reach $160 billion in 2009. In fact the monthly income of the company through these services is about 20 lac which is almost a good amount. Most of the growth in telecom services likely out of data services. Currently data accounts for 20-25% of total service revenue. Expected to increase to around 35% in another 3-4 years. The definition of telecom VAS has evolved: 1. From itemized billing CLI-I 2. To SMS (peer to peer)-II 3. To SMS (p to e), MMS, RTs, RBTs, wallpaper-III 4. To E-cheque, commerce payment-IV Estimated to be about 9-12% to total mobile service revenue ($5 billion in 2005-2006) SMS (peer to peer) continue to dominate about 60% of VAS. Premium VAS market revenue currently estimated to be between $220 million presently. 50

On February 12, 2007 Vodafone sold its 5.6% stake in AirTel back to AirTel for US $1.6 billion; and purchased a controlling stake in rival Hutchison Essar.

Bharti Airtel added the highest ever net addition of 53 lakh customers in a single quarter (Q4-FY0607) and also the highest ever net addition of 1.8 crore total subscribers in 2006-07

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

It has a installed base of 40,000 cellsites and 59% population coverage After the proposed network expansion, an additional 30,000 towers will result in the company achieving 70% population coverage

Bharti has over 39 million users as on March 31, 2007 It has set a target of 125 million subscribers by 2010 Prepaid customers account for 88.5% of Bhartis total subscriber base, an increase from 82.7% a year ago

ARPU has dropped to Rs 406 Non-voice revenues, (SMS, voice mail, call management, hello tunes and Airtel Live) constituted 10% of total revenues during Q4, lower than 10.7% in the Q4 of the previous year

Blended monthly minutes of usage per customer in Q4 was at 475 minutes

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Has completed 100% verification of its subscribers and in the process disconnected three lakh subscribers

LIMITATIONS
During the entire research there were a few limitations which were faced by me, some of them are mentioned below. 1. As my working area was very limited and my work was to awaring of the different services to the customers so I had faced the problem of not interacting with large amount of customers. 2. Some managers were not interested in sharing the required information with us as it was their confidential matter and they show no interest to disclose to us or make it public. 3. Since I was not aware of this type of work, so for forwarding these application forms sometimes somewhere I was perplexed in these situations. 4. Our scope of study was our main constraint though the subject is vast we had to confine to only our objectives in the aim. 5. Companies are not providing the informations very easily & they did not tell me about the royalty paid by them to the Government.

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

SUGGESTIONS RECOMMENDATIONS

As per my observation to increase the service efficiency as well as satisfaction level of customer the following suggestions are given below:1. 2. 3. 4. 5. 6. 8. etc. Effective promotion strategy for village level. Regular visit of sales officer to customer care. Proper coordination with the outlets. Service personnel would tackle customers properly. Landline network should be increased. More outlets in all cities. MIGRATION must be done in all places.

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ANALYSIS

Airtel is one of Indias leading Telecommunication Service Provider. Airtel provides Broadband & Telephone services in 23 Telecom circles in India. Airtel keeps focus on creating consumer oriented Products & Services to increase the profit as well as market or sales share. Airtel has long been committed to serving society as a contributed member both Economically & Socially. They do this providing Products & Services that offers maximum satisfaction to the customers. Airtel was launched in the year 1995. Airtel provides a Host of Voice & Data Products & Services including high speed GPRS service. Airtel also offers a wide array of Post Paid & Pre Paid Mobile offers with a range of Tariffs plans that target different Segments A comprehensive range of value added customized services are part of the unique packages from Airtel. This shows that how much Airtel understand & offers products & services that are created accordingly to the needs & requirements of Targeted Segments. Airtel gas also spread its Business outsides India. It has strategic alliance with SINGTEL & VODAFONE. Thousands of rupees have been invested in R & D for designing a product for a particular market. Airtel sells its product & services because of its brand name & that is only due to providing quality product at reasonable price.

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As I am doing my training at the Distribution centre of Airtel Ltd. Named as SRI SHYAM INFOTEK. Mostly I hear from the customers mouth only that Airtel provides quality product & services & they feel proud to use the Airtel products & services. People have built a confidence in the company & to some extent it is right because Airtel is selling its products &services because of its name & quality. This study depicts the different business segments of AIRTEL.

Things you didn't know about Airtel

Every 5th mobile user in India talks on Airtel. About 91% of mobile owners in India reside in Airtel's circles. At 1, 50,000, Airtel has the largest family of retailers. Airtel also has the largest network of exclusive outlets - over 400 - and the largest share of 'prepaid' subscribers.

Airtel provides telecom services to an entire nation outside India. Airtel monitors 300 customer touch points through a continuous customer satisfaction research process.

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LIMITATIONS

Every study is done to find certain new things, gain knowledge and find the limitations of the company. During the study I also faced some problems & I hope the following limitations should not affect the study.

Airtel produce goods as per the standard norms. For building a good market share in Indian markets the company has to first research on the lifestyles, requirements & preferences of the people of the country

As there is development in Science & Technology day-by-day there is going to be stiff competition in between all the Telecomm Company.

As there are new companies entering into market with more advancement in Technology Company has to cope up with the environment.

Data gathered from various sources was not enough.

Lastly, time was the main constraint of the study.

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RECOMMENDATIONS

As we all know that Airtel is the Indias largest Telecomm Service provider. Company enjoys a good reputation in the Market. The company should widely spread its information network. Because people in India are Ignorant & they are attracted towards more on the products promoted more & more. There is need on the part of company to make people aware of its products & services & their qualities in every segment. Certain points I think which are essential for Airtel to improve its working are: As the market trend changes day-by-day it is important for the company to provide products according to the needs and preferences of the customer.

More stress on advertisements should be given to provide information about the products or innovations made in it.

Dealer networks should be widen.

Product Features should be improved.

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There should be transparency between the sharing of Information between the customer and company.

CONCLUSION

In this report I had studied about different product & services segments of Airtel Pvt. Ltd. As we all know that Airtel is the Indias largest Telecomm Service provider. Airtel has long been committed to serving as a contributing member of society & the individual communities in we do business-both economically & socially. Since its establishment company has remained on the leading edge by providing products of high quality that create new values, at a reasonable price, for world wide satisfaction.

I feel great to work with the company which works on its product quality & make regular innovations in its products. There is no other company which can compete with Airtel with respect to its Technology & benefits.

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BIBLIOGRAPHY

WEBSITES: www.airtel.com www.yahoosearch.co.in www.googlesearch.com

MAGAZINES: Business India Business Today

NEWSPAPERS: The Times of India. Hindustan Times. Economic Times

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QUESTIONNAIRE
1. Do you know about AIRTEL? Yes No 2. When did you buy AIRTL product? Before 1 week Before 2 week month 3. What you dont like in AIRTEL? ___________________________________________________________ 5. Why do you use AIRTEL product? Quality Large Size Promotion Offers Lower Prices Variety of Products Others _____________________ 6. Which top up do u use mostly? Rs. 10 Rs.20 Rs.30 Rs.60 Rs.120 full talk time 7. Do you other product besides AIRTEL? Yes No If Yes, then (a) Which product do you use? Cellone Rim Smart TATAIndicom Aircel (b) Why do you use these products? 8. Who/What influences your buying decision? Friends Family Advertisement Past-experiences 9 which companys advertisement you like most? Bharti Airtel Reliance Rim Tata Indicom Aircel Reliance Smart Cellone

Before 1 month

Before 2

10 rate the advertisements different mobile operators based on Ur liking? Excellent Bharti Airtel 60 Good Fair Bod Extremely Bad

Reliance Rim Tata Indicom Reliance Smart Cellone Aircel 11. Which language Newspaper do you read? HINDI Hindustan Danik jagran Aaj Hindustan times Times Of India Sahara news English

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

About You 1. Name: __________________ _________________ 3. Gender: Male Female _________________________________ Auto Bus Other____________ 7. Family Income (per Below Rs. 5,000 Rs. 5,001 - 10,000 Rs. 10,001 - 20,000 Rs. 20,001 - 30,000 Rs. 30,001 and above 2.Phone No. :

4. Residential Area:

5. Mode of Transport used: Car Two-wheeler 6. Age month) Below 18 18 25 26 30 31 - 40 41 - 50 Above 51

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8. Marital Status Single Married

9. Family Size Single 2 3 5 and above 4

10. Occupation 11. Educational Qualifications Unskilled Graduate/Post Graduate Professional Skilled Graduate/Post Graduate Self Employed/Professional Upto class 4 Clerical Salesman 10th or 12th Supervisory Level Officers / Executive Junior Officers / Executive Middle/Senior Housewife Student Businessman

Thank You for Your Cooperation!

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