PROJECT REPORT

A STUDY ON
“MARKET SHARE OF AIRTEL”
Submitted for partial fulfillment of the requirement for the award of the degree of

Bachelor of Business Administration

By

RAZI UR REHMAN

Roll Number:-886115

Dr. A K Chaudhary Mr, Saurabh

Kumar (Principal DIST Dhampur) ( Management Department)

DISHA INSTITUTE OF SCIENCE AND TECHNOLOGY, DHAMPUR,

BIJNOUR (UP) APPROVED BY – MJP ROHILHKAND UNIVERSITY,
BERAILLY

1
 BACHELOR OF BUSINESS ADMINISTRATION
DISHA INSTITUTE OF SCIENCE &
TECHNOLOGY
M.J.P. ROHILKHAND UNIVERSITY, BAREILLY

CERTIFICATE

This is to certify that Mr. RAZI UR REHMAN has successfully

completed the project entitled “Market Share of Airtel”. In the partial

fulfillment of the requirement for the award of Bachelor of Business

Administration as prescribed By DISHA INSTITUTE OF SCIENCE

& TECHNOLOGY affiliated by M.J.P.Rohilkhand University,

Bareilly for the year 2009-10,

Dr. A. K. CHAUDHARY MR. SAURABH KUMAR

(Principal) (Project Guide)

2
3
 ACKNOWLEDGEMENT

When emotions are profound, words sometimes are not sufficient to express our

thanks and gratitude. With these words, I am trying to express my extreme

gratitude and sincere thanks to Mr. SAURABH KUMAR my guide and sr.

faculty member Department of Business administration, who have helped and

provided the very much enthusiasm and consistent encouragement required for

the completion of my project. I gratefully acknowledge and thanks to Dr. A K

CHAUDHARY Principal of DIST Dhampur & Dr. S C Jain Proffesor &

Dean DIST Dhampur for their consistent appraisal and inspiration to move

ahead. The successful completion of my research is the blessing of my teachers,

parents and sincere advice of my friends.

(RAZI UR REHMAN)

4
5
 DECLARATION

I, Razi ur Rehman hereby declare that this project report

entitled AN ANALYTICAL STUDY ON MARKET SHARE OF

AIRTEL being submitted to the DIST Dhampur , for the partial

fulfillment for requirement of the degree of BECHLOR OF

BUSINESS ADMINISTRATION is the result of my own

endeavors. It has not been submitted earlier to any

Institute/University for any degree.

Date: (RAZI UE REHMAN)

Place: B.B.A. 6th SEM.

Roll No.0886115

6
 TABLE OF CONTENTS
NO.
PAGES.
1- INTRODUCTION………………………………………………… ( 01 – 17 )
2- OBJECTIVE OF THE STUDY………………………………….. ( 18 – 19 )
3- COMPANY PROFILE………………………………………….... ( 20 – 26 )
4- RESEARCH METHODOLOGY………………………………... ( 27 – 28 )
5- ANALYSIS & INTERPRETATION……………………………. ( 29 – 41 )
6- FINDINGS………………………………………………………… ( 42 – 43 )
7- LIMITATION……………………………………………………. ( 44 – 45 )
8- SUGGETION…………………………….. ……………………… ( 46 – 48 )
9- CONCLUSION…………………………………………………… ( 49 – 50 )
10- BIBLIOGRAPHY………………………………………………... ( 51 – 52)

7
 TELECOM HISTORY

Important discoveries

8
1842: Wireless by conduction
1843: Early electromagnetic research, wireless by induction
1865: Induction and Dr. Loomis

Early radio discoveries

1879: D.E. Hughes and the first radio-telephone reception

1880: The photophone and the first voice radio-telephone call
1900: Radio development begins in earnest
1910: Te first car-telephone
1924: The first car-mounted radio-telephone
1937: Early conventional radio-telephone development

The modern era begins

1946: The first commercial American radio-telephone service

1947: Cellular systems first discussed
1948: The first automatic radio telephone service
1969: The first cellular radio system
1973: The Father of the cell phone
1978: First generation analog cellular systems begin
1980: Growth of Japanese cellular development
1981: NMT -- the first multinational cellular system
1982: The rise of GSM
1990: North America goes digital: IS-54
1992: Telecommunication sector in India liberalized. Private sector allowed
participating
1993: The telecom industry gets an annual foreign investment Rs 20.6 million
1994: The government of India granted License for the Metropolitan cites of
Delhi, Mumbai, Kolkata & Chennai. Cellular mobile service to be duopoly ,
under a fixed license fee regime for 10 years.

1995: 19 more telecom circles get mobile licenses

1995: Kolkata became the first metro to have a cellular network

9
1997: Telecom Regulatory Authority of India is set up
1998: Annual foreign investment in telecom stands at Rs 17,756.4 million.
1999: FDI inflow into telecom sector falls by almost 90% to Rs. 2126.7 million
1999: Tariff rebalancing exercise gets initiated
1999: National Telecom Policy is announced.
2000: FDI inflow drops further down to Rs 918 million coming
2000: Amendment of TRAI Act.

INTRODUCTION OF AIRTEL

10
 LORD OF THE RING

Sunil Bharti Mittal

Chairman & Managing Director since October 2001
Board director since: July 1995
Age: 50 years

Sunil Bharti Mittal is the Chairman and Managing Director of Bharti Group.
India’s largest private integrated telecom player. Sunil Bharti Mittal is best
known as India’s telecom czar. With 30 million subscribers, he is at the
forefront of India’s phenomenal telecom growth. Mittal is recognized as one of
the few businessmen who can think out of the box.

Sunil was one of the first entrepreneurs to identify the mobile telecom business as
a major growth area and launched services in the city of Delhi and the National
Capital Region in the year 1995. Under his inspiring leadership the company
grew organically and inorganically, covering the entire country by providing
integrated telecom services.

He tied up with Wal-Mart in end of November, and became the biggest retailer in
the world. His opponents in the business complain and crib that Mittal had
circumvented the rules for his retail foray, but deep in their heart, they are all
worried: if Mittal gets even half as aggressive as in telecom there could be tough
days ahead.

In his personal capacity, Sunil has received several awards such as:

11
 • Ernst & Young Entrepreneur Of The Year 2004”, Ernst & Young
• “Best Asian Telecom CEO”, Telecom Asia Awards 2005
• “Best CEO, India”, Institutional Investor, 2005
• “Business Leader Of The Year”, Economic Times, 2005
• “CEO of The Year”, Business Standard, 2006

Those who know Mittal well will insist that he is a street fighter who does not
give up easily. Rana Kapoor, the managing director and CEO of Yes Bank,
remembers that even as a college student in 1970’s,Mittal never liked to lose,
even if it was a game of billiards at a South Delhi club

A look at Bharti Airtel’s numbers will tell that he is rated among the best. Bharti
Airtel has grown at a CAGR of 55 percent in the last three years; compared with
a loss in 2003, the company reported a profit of Rs. 2000 crore in 2005-06; its
return on net worth stands at an impressive 27.45 per cent, up from 26.73 per cent
a year ago.

Mittal has built his entire business from scratch. His father, Sat Paul Mittal, was a
Congress politician from Ludhiana. It was in this town that Mittal started off
selling bicycle parts in 1976 and, later, hawking imported portable generators in
an autorickshaw. When the government decided to ban the import of generators,
Mittal had no choice but to close shop. It was then that he forayed into
pushbutton phones.

But it was the opening of the telecom sector that dramatically changed his
fortunes. He bid for and won the Delhi mobile licence. This company is now one
of the largest manufacturers of telephones in the world. With the introduction of
Airtel mobile phones in Delhi, India in 1995, they really hit the spotlight. Mittal
prides himself on a string of firsts: "the first push-button, the first cordless, the
first answering machines, the first fax machines".

From then on there has been no looking back, even though he changed partners
from Vivendi to Singapore Telecom to Vodafone.

In between, he did a 50:50 joint venture with the Rothschilds, called Field Fresh
Foods, to export fresh fruit and vegetable to the European Union and tied up with
AXA for a foray into life insurance. He has done huge network management
deals with Nokia and Ericsson, while he has outsourced his information
technology to IBM.

12
His successful entrepreneurial journey is an inspiration to a new generation of
Indian entrepreneurs. Mr. Sunil Mittal represented India in the Ernst & Young
World Entrepreneur of the Year Award ceremony in Monte Carlo, Monaco in
May 2005. Apart from his role at Bharti, Sunil holds the position of the Honorary
Consul General of the Republic of Seychelles in New Delhi, India. Some of his
other roles include being a member of the Prime Minister’s Council on Trade and
Industry; Co-Chairman of the Indo-British Partnership and a Board Member of
the Global GSM Association.
Following are the plans which were described to the customers during filling
up of the questionnaires.

Residential Plans

- Residential plans are for the customers who need Internet at home.
- Single PC is required for this.
- Normally person use internet for Emailing, Surfing, chatting and
downloads.

Commercial Plans

- Multiple

About Bharti Airtel Ltd.

Bharti Airtel Limited is one of India’s leading private sector providers of

telecommunications services with an aggregate of over 23.29 million customers
as of end of May ‘06, consisting of more than 21.86 million mobile customers.

13
The Company was the first private operator to provide mobile services in all the
23 circles in India. The Company also provides telephone services and Internet
access over DSL in 15 circles. The Company complements its mobile, broadband
& telephone services with national and international long distance services.

The Company also has a submarine cable landing station at Chennai, which
connects the submarine cable connecting Chennai and Singapore. The Company
is a part of the consortium, which jointly owns and has developed the next
generation undersea cable system SEA-ME-WE-4. The Company provides
reliable end-to-end data and enterprise services to the corporate customers by
leveraging its nationwide fiber optic backbone, last mile connectivity in fixed-
line and mobile circles, VSATs, ISP and international bandwidth access through
the gateways and landing station.
Bharti Enterprises has successfully focused its strategy on telecom while
straddling diverse fields of business. From the creation of 'Airtel', one of India's
finest brands, to becoming the largest manufacturer and exporter of world class
telecom terminals under its 'Beetel' brand, Bharti has created a significant
position for itself in the global telecommunications sector. Bharti Airtel Limited
is today acknowledged as one of India's finest companies, and its flagship brand
'Airtel', has over 23 million customers across the length and breadth of
India.While a joint venture with TeleTech Inc., USA marked Bharti’s successful
foray into the Customer Management Services business, Bharti Enterprises’
dynamic diversification has continued with the company venturing into telecom
software development. Recently, Bharti has successfully launched an
international venture with EL Rothschild Group owned ELRO Holdings India
Ltd., to export fresh Agri products exclusively to markets in Europe and USA.

1 Business Description

Bharti Airtel provides a range of telecom services which include mobile services,
broadband & telephone (fixed line) services, National and International long
distance services and VSAT, Internet services and network solutions. Airtel has
over one million fixed line voice, data and broadband customers and operates
India's first and largest private fixed line network.

14
2 Established

July 07, 1995 as a Public Limited Company.

3 Proportionate Revenue

Rs. 117,255 million (year ended March 31, 2006 Un-audited)

Rs. 81,558 million (year ended March 31, 2005-Audited).

4 Vision

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

• Loved by more customers
• Targeted by top talent
• Benchmarked by more business
• First private telecommunications company to launch long
distance services.

Bharti Tele-Ventures is one of India’s leading private sector providers of

telecommunication services based on an aggregate of 19,740,320 customers as of
February 28, 2006, consisting of 18,450,074 GSM mobile and 1,290,246
broadband & telephone customers.

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

telecommunications services. The businesses at Bharti Airtel have been
structured into three individual strategic business units (SBU’s)

• Mobile services,
• Broadband & telephone services (B&T) &
• Enterprise services.

The mobile services group provides GSM mobile services across India in 23
telecom circles, while the B&T business group provides broadband & telephone
services in 90 cities. The Enterprise services group has two sub-units carriers

15
(long distance services) and services to corporate. All these services are provided
under the Airtel brand.

Apart from being the largest manufacturer of telephone instruments in India, it is

also the first company to export its products to the U.S.A. It has over 21 million
satisfied customers.

The Airtel Image style

It incorporates two solid, red rectangular forms whose counter form creates an
open doorway.

The Airtel Typographical style

The title case lettering with its capital 'A' was deliberately chosen to reinforce the
brand's leadership position. The red dot on the letterform 'I' cues Airtel's focus on
innovation. The words 'Express Yourself' are very much part of the brand
identity.

The Airtel Colour Palette

The lettering is grey so that the pure black of Airtel is visually unharmed.

Service Areas

Delhi (Metro), Mumbai (Metro), Kolkata (Metro), Chennai (Metro), Andhra

Pradesh, Assam, Bihar, Gujarat, Haryana, Himachal Pradesh, Jammu & Kashmir,
Kerala, Karnataka, Madhya Pradesh, Maharashtra, North East, Orissa, Punjab,
Rajasthan, Tamil Nadu, Uttrakhand, Uttar Pradesh (W), West Bengal.

16
Fixed Line Services

Bharti Airtel became the first private fixed line service provider in India. It is
now promoted under the brand “Airtel”. Fixed Line Phones are based on DSL
Technology. Airtel has subsequently started providing fixed line services in the
four circles of Delhi, Haryana, Madhya Pradesh, Karnataka, Tamil Nadu and
U.P. (West).

Airtel Enterprises Services believes that these circles have high

Telecommunications potential, especially for carrying Voice and Data traffic.
These circles were strategically selected so as to provide synergies with Airtel’s
long Distance network and Airtel’s extensive mobile network.

Here are the few reasons why one should switch to Airtel Data Services.

Single-Click
Airtel Data Services ensures fast connectivity.

Dedicated Bandwidth
Speed upto 128 Kbps, making it even faster than an ISDN connection and
definitely speedier than a Dial-up.

Surf while you talk

No more missed calls or blocked telephone lines while using the internet.

Robust Installation
Underground cables guarantee a protected and wholly dependable connection.

Affordable Tariff Plans

All these features at absolutely costs lower than a Dial-up.

The Brand Edge

The promise of putting the customer first and delivering the latest and the best in
telecommunication.

17
24x7 Customer Support
Airtel Data Services customer support executive is just an email or a phone call
away.

Airtel Broadband and Telephone services

Airtel’s high speed optic fiber network spans 35000 kms covering almost all the
major cities in the country. The network is configured in multiple “self-healing”
rings to ensure error free service. In addition, the flexible IP/ATM layer, built on
an optical core allows rapid service delivery time frames and highly customized
solutions to meet diverse requirements.

Features of Airtel Broadband

• All speed- no breakers

Airtel Data Services offers a dedicated bandwidth with speed of upto 512 Kbps
available at a single click and supported by a superior technology infrastructure.
Large data files can be attached, downloaded, uploaded and exchanged at
amazingly unbelievable speeds.

18
• Scaling new heights
Airtel data services offer a wide range of tariff plan packages, with the flexibility
to scale up the connections as the needs and business grow. The ease of
upgradation and the price performance value make business sense. Superior
server technology and a dedicated port provide total security storage to data and
information exchange through the internet.

• Cost-effective- Added benefits, lower costs

Two built-in static IP addresses to facilitate scalability. Avail of an easy to install,
state-of-the-art WiFi wireless access solution, configured with Airtel Data
Services connection. This allows wireless mobility within the premises.

• Round the clock customer care

Just to ensure that there are no hurdles to the business, not even minor technical
snags.

Airtel offers a bouquet of self care services

Single Login ID
All Airtel numbers (Telephone, broadband and mobile) can be registered in one
My Airtel user ID and manage them by a single login.

19
Easy Registration
Simply log onto www.airtel.in and click on the ‘Register Link’.
Now fill the My Airtel Registration Form and click on the ‘submit’ button.
Once the details of an individual have been submitted the password is sent
through SMS or E-mail on the registered mobile number/E-mail ID.
Now an individual is ready to start viewing My Airtel.

Online Viewing of Bill

Through My Airtel one can view his/her last 12 bills.

Classification of Calls as Personal and Official

Call details can be viewed and can be classified made by him/her into personal
and official.

Bills by E-mail
An individual can update his/her profile on the website and can specify his/her E-
mail ID and willingness to receive bills by E-mail.

Online payment of Bills

My Airtel also provides the facility to pay the bills online through
VISA/MASTER Cards.

Facility to Log Complaints and Requests Online

My Airtel provides a channel to register feedback about the services, request for a
new facility.

Free of Cost Service

Subscription to this service is available free of cost.

History of Digital Subscriber Line

20
Digital Subscriber Line Technology was developed by Joe Lechleider at Bellcore
(later named Telcordia Technologies). The first type of DSL, ADCL
(Asymmetric Digital Subscriber Line) was created in 1988.

Digital Subscriber Line Technology

DSL also known as xDSL is a group of technologies that provide data

transmission through the wires of local phone company. Previously DSL stood
for Digital Subscriber Loop, although now many have adopted the term Digital
Subscriber Line.

With a large variety if DSL services; theoretical downstream speeds can range
from 256KBIT/S to 24 MBIT/S (24000KBIT/S), depending on various factors,
such as line quality, type of DSL and distance from provider.

Airtel Data Service is powered by DSL i.e. Digital Subscriber Line technology.
The Company also provides telephone services and Internet access over DSL in
15 circles.

DSL provides blazing-fast, secure Internet access and can be delivered to both
homes and to businesses. Delivered right through a regular telephone line data
rates can vary from 128Kb to 8Mb per second depending on the type and cost of
the service.

DSL technology provides instant Internet and network access at speeds up to 50

times faster than a 28.8Kbps modem on a standard analog phone line. There are
no Dial-up delays, no busy signals. What used to take minutes or hours to
download will take just seconds or minutes.

With DSL Internet service graphics heavy files, large documents, software,
photos, E-mail attachments and more instantly. And because DSL Internet
Service sends data and voice over the same line, you can talk on the phone while
you are online.

And most important it’s a service that you don’t have to dial into. Just turn on
your PC, open a browser, and you are ready to surf (No more hearing those
annoying beeps and tones, then waiting to be connected. You are always

21
connected whenever you wish to!). Beyond Internet access, DSL also has the
ability to carry additional phone lines and entertainment services using the same
pair of wires.

Which one is better – DSL or Cable

According to Network and Security

The over all security of DSL is much stronger than cable due to fact it’s a
dedicated connection to the provider and is less likely to get interference from
threats. Although you are never safe without the proper software or hardware to
protect your system.

According to Speed
DSL provides a dedicated connection, thus giving a much more constant speed.
Cable connection speeds will constantly fluctuate depending on the amount of
users on the network.

SME/SMB/Corporate/Commercial Segment who require heavy data

transfer limit.
No hourly bondage. Need to be 24 hrs online.

Board of Directors
The group has been structured to create functional and operational specialization
with a linear vision of business lines and functional areas.

Management Structure

22
The company is headed by Chairman and Group Managing Director SUNIL
BHARTI MITTAL, who is assisted b 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 SBU’s report to the respective business’s president.

23
An apex team of Corporate Directors has been constituted. The Corporate
Directors have supervisory and strategic responsibilities for functional areas
across business lines. The Directors oversee functional areas including Business
Development, Human Resources, Marketing, Corporate Communications, IT &
Technology, Finance, Legal, Corporate Affairs, Corporate Strategy & Planning
and Supervisory Director cum Chief Mentor-mobility.

The organization structure is designed to ensure that identical businesses run

along similar lines and best resources in any functional field, be tapped to serve
the best interests of the entire group.

5 The structure also defines the role of the head of the units who are
empowered to manage their respective companies and are fully responsible
for business operations to build world class organizations with a high degree
of customer focus.

6 Partners
The company has a strategic alliance with SingTel. The investment made by
SingTel is one of the largest investments made in the world outside Singapore, in
the company.

The company also has a strategic alliance with Vodafone. The investment made
by Vodafone in Bharti is one of the largest single foreign investments made in the
Indian telecom sector.

The company’s mobile network equipment partners include Ericsson and Nokia.

In the case of the broadband and telephone services and enterprise services
(carriers), equipment suppliers include Siemens, Nortel, Corning, among others.
The Company also has an information technology alliance with IBM for its
group-wide information technology requirements and with Nortel for call center
technology requirements. The call center operations for the mobile services have
been outsourced to IBM.

24
OBJECTIVE OF THE STUDY

25
The primary objective of the study is to understand the growth pattern of Mobile
segment, giving main consideration to Mobile segment of Bharti Airtel limited
and analyzing the franchise on the given parameter. Some other objectives of the
study are as follows :-

 To increase the customer base of the organization using various

promotional tools.
 Research and analysis of the current customer base.

 To analyse the customer satisfaction and problem regarding billing,

network, problems at franchise.

 Analyzing the competition in the market comparative analysis of

different plans of other operator with existing plans of Airtel.

26
Business Description

27
Provides mobile, broadband & telephone (fixed line) and enterprise services
(carriers & services to corporates)
Established
july 07, 1995 as a Public Limited Company

Proportionate Revenue
Rs. 117,255 million (year ended March 31, 2006 Un-audited)
Rs. 81,558 million (year ended March 31, 2005-Audited)

Vision
By 2010 Airtel will be the most admired brand in India:
• Loved by more customers
• Targeted by top talent
• Benchmarked by more business
• First private telecommunications company to launch long distance
services.

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

telecommunications services. The businesses at Bharti Airtel have been
structured into three individual strategic business units (SBU’s)
• Mobile services,
• Broadband & telephone services (B&T) &
• Enterprise services.
The mobile services group provides GSM mobile services across India in 23
telecom circles, while the B&T business group provides broadband & telephone
services in 90 cities. The Enterprise services group has two sub-units - carriers
(long distance services) and services to corporate. All these services are provided
under the Airtel brand.

About Bharti

28
Bharti Tele-Ventures is a private sector telecommunications services provider
with an aggregate of over 17.53 million customers as of December 2005,
consisting of more than 16.33 million mobile customers. The company is the only
operator to provide mobile services in all the 23 circles in India and also provides
telephone services and Internet access over DSL in 15 circles. The company also
has a submarine cable landing station at Chennai, which connects the submarine
cable connecting Chennai and Singapore and is part of the consortium, which
jointly owns and has developed the next generation undersea cable system SEA-
ME-WE-4. The company provides reliable end-to-end data and enterprise
services to the corporate customers by leveraging its nationwide fiber optic
backbone, last mile connectivity in fixed-line and mobile circles, VSATs, ISP
and international bandwidth access through the gateways and landing station.
Bharti has redefined paradigms in the telecom industry through its innovative
managed services agreements in the area of mobile network maintenance,
management and deployment with Ericsson, Nokia and Siemens and with IBM
for the consolidation, transformation and management of the comprehensive IT
infrastructure and applications. Bharti has a market capitalization of over USD14
billion and has SingTel and Vodafone as international strategic partners.
Bharti Airtel Limited is one of India’s leading private sector providers of
telecommunications services with an aggregate of over 23.29 million customers
as of end of May ‘06, consisting of more than 21.86 million mobile customers.
The Company was the first private operator to provide mobile services in all the
23 circles in India. The Company also provides telephone services and Internet
access over DSL in 15 circles. The Company complements its mobile, broadband
& telephone services with national and international long distance services. The
Company also has a submarine cable landing station at Chennai, which connects
the submarine cable connecting Chennai and Singapore. The Company is a part
of the consortium, which jointly owns and has developed the next generation
undersea cable system SEA-ME-WE-4. The Company provides reliable end-to-
end data and enterprise services to the corporate customers by leveraging its
nationwide fiber optic backbone, last mile connectivity in fixed-line and mobile
circles, VSATs, ISP and international bandwidth access through the gateways
and landing station.

Bharti Enterprises has successfully focused its strategy on telecom while

straddling diverse fields of business. From the creation of 'Airtel', one of India's
finest brands, to becoming the largest manufacturer and exporter of world class

29
telecom terminals under its 'Beetel' brand, Bharti has created a significant
position for itself in the global telecommunications sector. Bharti Airtel Limited
is today acknowledged as one of India's finest companies, and its flagship brand
'Airtel', has over 23 million customers across the length and breadth of India.
While a joint venture with TeleTech Inc., USA marked Bharti’s successful foray
into the Customer Management Services business, Bharti Enterprises’ dynamic
diversification has continued with the company venturing into telecom software
development. Recently, Bharti has successfully launched an international venture
with EL Rothschild Group owned ELRO Holdings India Ltd., to export fresh
Agri products exclusively to markets in Europe and USA.

Service Areas: Delhi (Metro), Mumbai (Metro), Kolkata (Metro), Chennai

(Metro), Andhra Pradesh, Assam, Bihar, Gujarat, Haryana, Himachal Pradesh,
Jammu & Kashmir, Kerala, Karnataka, Madhya Pradesh, Maharashtra, North
East, Orissa, Punjab, Rajasthan, Tamil Nadu, Uttar Pradesh (E), Uttar Pradesh
(W), West Bengal.

30
Sunil Bharti Mittal

31
Chairman & Managing Director since October 2001
Board director since: July 1995
Age: 49 years

Sunil Bharti Mittal is the Chairman and Managing Director of Bharti Airtel
Limited (“Bharti”), India’s largest private integrated telecom player. The
company has nearly 20 million customers on its well-respected brand “AIRTEL”.
Sunil was one of the first entrepreneurs to identify the mobile telecom business as
a major growth area and launched services in the city of Delhi and the National
Capital Region in the year 1995. Under his inspiring leadership the company
grew organically and inorganically, covering the entire country by providing
integrated telecom services.
In his personal capacity, Sunil has received several awards such as:

• “Best Asian Telecom CEO”, Telecom Asia Awards 2005

• “Best CEO, India”, Institutional Investor, 2005
• “Business Leader Of The Year”, Economic Times, 2005
• “Ernst & Young Entrepreneur Of The Year 2004”, Ernst & Young

Sunil has always been a pioneer. A first generation entrepreneur, he started his
first business in 1976 with a capital investment of Rs 20,000. He initially founded
a number of trading concerns, and established the first company to manufacture
push button telephones in India. This company is now one of the largest
manufacturers of telephones in the world.
Apart from his role at Bharti, Sunil holds the position of the Honorary Consul
General of the Republic of Seychelles in New Delhi, India. Some of his other
roles include being a member of the Prime Minister’s Council on Trade and
Industry; Co-Chairman of the Indo-British Partnership and a Board Member of
the Global GSM Association.
Sunil is an alumnus of Punjab University and has completed the “Owner/President
Management Program” from Harvard Business School.

THE BRAND

32
The Airtel visual identity has different elements that work together to create a
strong and consistent identity for the brand. The most important of these are:

The Airtel Logo

The Airtel logo is a strong, contemporary and confident symbol for a brand that
is always ahead of the rest. It is a specially drawn wordmark.

The Airtel Image style

It incorporates two solid, red rectangular forms whose counterform creates an

open doorway.

The Airtel Typographical style

The title case lettering with its capital 'A' was deliberately chosen to reinforce the
brand's leadership position. The red dot on the letterform 'I' cues Airtel's focus on
innovation.. The words 'Express Yourself' are very much part of the brand
identity.

The Airtel Colour Palette

The lettering is grey so that the pure black of Airtel is visually unharmed.

33
RESEARCH PROCEDURE

34
Reserch report is based on secondary data
Data was collected from following sources

• News papers
• Journels
• Internet
• Magzines
• Others

35
GSM AND TOTAL MOBILE MARKET

36
( Data collected by Internet)

This graph indicates the growth in the GSM and expected growth in 2007
showing a great potential of the customer to be exploite

CONSUMER AWARENESS OF DATA SERVICE IN INDIA

37
(Data collected by Internet)

The graph indicates the awareness of data services in India that gives indication
of very less knowledge about the M-banking and other activities and usage of
these services as compared to SMS which is very low shown below.

INCREASING SMS VOLUMES

38
(Data collected by News papers)

The graph indicates the SMS volume growth and the expected growth.

MARKET SHARE OF TELECOM COMPANIES

39
 AIRTEL
RIM
IDEA
BSNL
VODAFONE
TATA INDICOM

(Data collected by Franchise)

Market share of telecomm companies Airtel 35%, Idea 20%, RIM 25%,BSNL
5%, TATA INDICOM 10% and VODAFONE 5%. (as per data collected)

COMPARISON POSTPAID Vs PREPAID

40
 80

70

60

50

40

30

20

10

0
PREPAID POST PAID

(Data collected by news paper)

Our analysis of companies shows more prepaid than post paid reverse of the
actual figure. This was because of the sample we have chosen was different
companies and business organizations.

MONTHLY EXPENSES OF CUSTOMER

41
 MONTHLY EXPENSE

16 15
14
12 11
10 9 9
8
6
4
2
0
B E L O W 3 5 30 5 0 - 4 9 9 5 0 0 - 1 0 0 0 1 0 0 0 A N D
ABOVE

(Data collected by Franchises)

Monthly expenses of mobile users (as per the data colleted)

RESPONSE OF CUSTOMER

42
 40
35
30
25
20
15
10
5
0
POSITIVE NEGATIVE

(Data collected by Retailers)

Response of the customer and the other under study, regarding a new connection
or interested for a group connection in the organization.

No. of Customer Walk-in in franchise

43
 KAPIL
COMMUNICATI
ON
VARMA
TELECOM

RISHABH
COMMUNICATI
ON
VARDHMAN
COMMUNICATI
ON

(Data collected by Franchises)

The pie chart shows the no of walk-in for different franchise.

1. Bills not received
2. Information at online customer care & at franchise are different.

44
 MONTHLY TURN OVER OF DIFFIRENT FRANCHISE
(Rs. In Lakh)

20

18

16

14

12

10

0
AIRTEL RIM IDEA BSNL TATA

(Data collected by Distributors)

No. of Customer using Mobile

(Data in 000)

45
 35

30

25

20

15

10

0
AIRTEL IDEA BSNL TATA RIM VODAFONE OTHER

AIRTEL 35 20 5 10 25 3 2

Total customer in our local area is 50,000

SCHEMES PROVIDE BY AIRTEL TO ITS CUSTOMER

46
 Top up Recharges

Rs Talk time Validity Benifits

10 6.06 10 sms with 30 days

validity
15 11.06
25 20.67
33 33 3 Days
50 43.33
70 70 7 Days
100 88.67
222 222 30 Days
255 225 30 minuts Airtel to Airtel
for 30 Days
333 333 30 Days

Tarrif Voutures

Rs Talk time Validity Benefits(local &

STD)
26 - 3 year 50p / minut
32 5 Rs 3 year 1p / secons
21 - 1 year 50p / minut
23 - 1 year 1p / seconds

Plus Plans

47
 Rs Talk time Validity(Days) Benefits (local & STD)
17 - 30 25p / min local A 2 A
29 - 30 1p / 2sec local A 2 A
20 - 30 Rs 1 / 20 min A 2 A
night (11pm to 6am)
16 - 30 1p / 5 sec local A2A
night
34 10 30 For ISD

Airtel Pack

Rs Talk time Validity Benifits

55 - 30 Days 112 minuts A2A
75 70 ISD Talk time 7 Days For ISD
225 225 ISD Talk time 30 Days For ISD

(Data collected by News papers)

48
FINDINGS

49
Customer dissatisfaction was largely due to bill. Customers do not get their bills.

1. Bill plan are not as attractive as compared to competitor’s plan.

2. There must be uniformity in the information provided to the customer by
customer care executive at franchise and online.

Franchise Kapil Communication SOLUTIONS

1. Area served by the franchise for the organization is very small.

2. No time table is displayed in the Franchise.

3. They didn’t have proper arrangement of water.

4. There was no A.C.

5. Sign boards were old bearing old schemes.

6. Not properly advertised.

50
LIMITATIONS

51
• Time constraints: due to limitation of time we don’t have a large variety of
customers.
• At times customers are not ready to listen to the information given to them
because they are too angry with the whole processing system. So didn’t
respond.
• Limited area for operations: we were bounded by the authorities for a
particular and specified area of operations there in we did not have a
variety of postpaid customer. Had it been a bigger area outcomes of the
project would have been really outstanding.

52
SUGGESION

53
A- Company should make up the bill distribution network strong enough to
match up the customer requirement.

B- Company may use courier services for distribution of bills.

C- Company may also use the newspaper distributor.

1. Scheme and plans provided by the company should be attractive enough to

have the kind attention of the customers and strong enough to meet the
competitive environment.

2. Customer must be given chance to plan product for the company.

3. There must be uniformity in the information provided to the customer by

customer care executive at franchise and customer care executive online to
avoid communication gap.

4. Airtel sites must be promoted among the customer for more use.

Franchise Kapil Communication SOLUTIONS

54
1. The company should review about the area of operation for Kapil
Communication SOLUTIONS.
2. The franchise must bear a proper Time Table.
3. There should be proper arrangement of water along with a servant.
4. The environment must be Air-conditioned.
5. Sign boards latest holograms and schemes should be placed at the
franchise.
6. Proper advertisement for the franchise should be made to gear up the
sales in the market.
7. Customer executive at franchise of other companies were more formal.

55
CONCLUSION

56
The basic and to the point conclusion of the above discussed issue is that the
company can make more and more profits only when it can satisfy all its
customers,dealers and distributors in order to do that the company should agree
with all their fair suggestions and make them happy.

If workers will be happy and satisfy then they will make sincere efforts to
achieve their targets and increase the sales of the company.
787810/

57
BIBLIOGRAPHY

58
• Kotler Philip, Marketing Management (Ninth Edition)

-By (Published Prentice-hall of India Pvt.ltd. New Delhi)

• G.C Beri, Marketing Research (Second Edition)

-By(Published Tata Mcgraw Hill Publishing Col.Ltd. Delhi)

• Business Today

• Magazines.

Websites

 www.google.com

 www.airtel.com

 Times of India

 Amar Ujala

59