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Sr. 1. 2. 3. 4. 5. 6. 7. 8. Particulars General Information Marketing Department Personnel Department Finance Department SWOT Analysis Conclusion Suggestions Bibliography Page No. 06 16 43 57 69 70 71 72

About Bharti Televentures

Bharti Tele-Ventures is India's leading private sector provider of telecommunications services based on an aggregate of approximately 1,932,000 customers comprising of mobile, fixed-line and Internet customers, as of June 30, 2002. Of these, 1,607,000 are mobile customers. The company also provides VSAT, Internet and broadband network solutions. In addition, it offers national long distance services by providing data transmission services and voice transmission services. Bharti Tele-Ventures plans to widen its range of telecommunication services by providing international bandwidth access and international voice services. The company seeks to capitalize on the growth opportunities that it believes are available in the Indian telecommunications market and consolidate its position to be an integrated telecommunications service provider in key markets in India, with a focus on providing mobile services. Bharti Tele-Ventures is a holding company and its operations are segmented into four divisions, operated by wholly owned subsidiaries: Mobile - Bharti Cellular, Access Bharti Telenet, Long Distance - Bharti Telesonic, Broadband Solutions - Bharti Broadband Networks.

The Company today offers mobile services in Fifteen out of 22 circles in India. As of June 30, 2002, approximately 93% of India's total number of mobile subscribers resided in BTVL's existing and proposed mobile circles, according to COAI reports.

Bharti Tele-Ventures was the first private sector operator to provide fixed-line services in India when it commenced providing services in the Madhya Pradesh & Chattisgarh circle in June 1998. BTVL recently launched its fixed-line services in the license areas of Haryana, Delhi, Tamil Nadu and Karnataka and thus became the first private sector service provider to provide fixed-line services in all its remaining licensed areas. Bharti Tele-Ventures has always believed in creating strong partnerships with its joint venture partners. Today, Singtel and War burg Pincus are its leading partners. The other partners include leading international financial investors such as International Finance Corporation, Asian Infrastructure Fund Group and New York Life Insurance.

About Airtel
Airtel .. A vibrant new World of unlimited opportunities, where "Air' symbolized a word of unlimited freedom to think . to dream & to achieve, where "Tel' connotes new innovative yet simple ways to communicate spontaneously, not just through words but through ideas, emotions and feelings. Together they represent a sensitive contemporary confident symbol for those who believe in true leadership.

Airtel comes to you from Bharti Cellular Limited - a part of the biggest private integrated telecom conglomerate, Bharti Enterprises.

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 has many joint ventures with world leaders like Singtel (Singapore Telecom); War burg Pincus, USA; Telia, Sweden; Asian infrastructure find, Mauritius; International Finance Corporation, USA and New York Life International, USA.

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. 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 a footprint in 15 states covering all four metros. It has over one million satisfied customers. Awards Consecutively for four years 1997, 1998, 1999 and 2000, Airtel has been voted as the Best Cellular Service in the country and won the coveted Techies award. The Asia Pacific Award for the Most Innovative HR practices-2000 The Golden Peacock National Training Award for excellence in Training practices-2000 The Golden Peacock National Quality Award-2001. Vision "To make mobile communications a way of life and be the customers' first choice." Mission We will meet the mobile communication needs of our customers through:

Error- free service delivery Innovative products and services Cost efficiency Unified Messaging Solutions

Launching of Airtel in Gujarat

Ahmedabad, August 5, 2002: Bharti Cellular Limited, a subsidiary of Bharti TeleVentures, India's leading telecom conglomerate, today announced the launch of Airtel mobile services in Gujarat. Speaking on the occasion Mr Sunil Bharti Mittal, Chairman and Group Managing Director, Bharti Enterprises said "It is my proud privilege to bring Airtel to Gujarat. Today we bring to Gujarat a world-class network and a slew of unique benefits for the first time in India that only a true pan-India mobile player can offer." Mr Sanjay Kapoor, Executive Director, Bharti Cellular Limited said, "Airtel's entry in Gujarat is a defining event which brings to our customers a bouquet of unique benefits. We are sure our service offerings will further stimulate growth and enhance the quality standards of mobile services in Gujarat."

Airtel To Revolutionize The Mobile Category

Mr Prabhat Pani, Chief Executive Officer Gujarat, Bharti Cellular Limited, said, "Airtel is set to redefine the existing benchmarks of the mobile category in Gujarat. We will bring to Gujarat customers the same unmatched network quality and outstanding value that has made Airtel the preferred choice of lakhs of customers across the country."



Bharti Launches Airtel India's Most Advanced Mobile Service

Introduces in Gujarat a slew of neverbefore Benefits for the first time leveraging Bharti's pan-India footprint Launches first 1800 MHz GSM mobile service in Gujarat Launches 30-Second Pulse Introduces never-before benefits for the first time in India that leverage Bharti's national footprint - No Roaming charges on Airtel networks across the country - Incoming calls free from any mobile across India for a fixed monthly rental - Free Airtime on 1 international, 1 national and 1 local number without any monthly charges Creates Outstanding Value for Customers - Innovative Tariff Plan, Airtel Dream-The more you talk, the less you pay

- Airtel Delight Plan - Airtime on all incoming calls free for a flat monthly charge - Airtel Paradise Plan - Airtime on both incoming and outgoing calls free - Free Airtime packages at night - Free SMS and Voice Mail for 3 months Delivers enhanced Customer Care through 45 Airtel exclusive one-stop mobile shops Launches Airtel Magic - India's largest selling Prepaid card with Full two-way Roaming across Western India on Prepaid cards



Privacy Policy
Airtel values the privacy of information pertaining to its associates. We do not use or disclose information about your individual visits to our portal or information that you may give us, such as your name, address, email address or telephone number, to any outside sources. We will not use information about you without your permission and will provide the means for you to manage and control the information that you have provided. We will enable you to communicate your privacy concerns to us and that we will respond to them appropriately. We do not disclose any personal information to advertisers and for other marketing and promotional purposes that could be used to personally identify you, such as your password, credit card number and bank account number. The credit card transaction information is protected by the industry standard Secure Socket Layer (SSL).



Service Marketing Mix

The difference between marketing goods and marketing services becomes more noticeable at the tactical level. This occurs primarily because as marketing moves towards tactical level. This occurs primarily because as marketing moves towards tactical issues then it also moves closer to, and, must be more tailored to the distinguishing features of specific products and markets. In the context of the marketing mix, this suggests that in the case of services, the composition of that mix and the management of its elements can be quite distinctive. Thus, we find that the applicability of the traditional 4 P's in the case of service marketing has been extensively questioned. The service marketing mix should include a fifth "P' namely "people' to acknowledge the important role played by individuals in the provision of services. This additional element incorporates not just personnel involved in direct communication with customers; it also includes operational personnel and the customer group. Therefore, the five P's of service marketing mix are "Product, Price, Promotion, Place & People'.


Product V/s. Service Marketing

In manufacturing, the marketing function plays an important role in the identification of customers need. Here customer needs are identified and product development before the production. Production precedes demand stimulation, which precedes consumption. The postproduction refer include creating brand awareness, including brand trial, demonstrating brand benefits and building brand preference. Customers assess the brands promised benefits during consumption, strengthening or weakening brand preference accordingly.



Nature & Role of Service Marketing

Although both services marketing and goods marketing start with the critical need identification and product design functions, goods generally are produced before it is sold and services generally are sold before it is produced. Moreover, service marketing has more limited influence on customers before the purchase than goods marketing. Normally, the customers must experience the intangible service to really know it. Intangibility makes more difficult for customers to imagine and desire than goods. Customer's perception of risk tends to be high for services because services cannot be touched, smelled, tasted or tried before purchase.


Views on Yesterday & Today's Marketing

Traditional Views Definitions "Marketing comprises both buying and selling activities." Pyle. "It is an economic process by means of which goods and services are exchanged and their values determined in terms of money price." Edward David.

We can conclude that: (1) The traditional concept lays emphasis on the production or sale and purchase of goods and services. (2) Almost all the authorities belonging to the group have neglected a key ingredient like after sales service. (3) The traditional thoughts are "ProductOriented" (4) None of the traditional experts have given any importance to the social responsibility or accounting. (5) They have confined the functional areas of marketing only to the limit of transfer of goods and services or exchange of ownership.


Modern Views Definitions "Marketing is the creation and delivery of a standard of living." Malcom Mcnair & Paul "Marketing is the process of discovering and translating consumer needs and wants into product and services specification, creating demand for the product and services and then in turn expanding their demand." Hansen

We conclude that: (1) Marketing is a means to make profitable sale. (2) It is medium to satisfy consumer needs. (3) It is a chain of processes backed by creative thinking. (4) Everything the business does is marketing. (5) Marketing is the creation and delivery of standard of living. (6) Marketing is a response to consumer demand. (7) Marketing is a set of human activities.



Marketing Yesterday & Today in Chart Form

Marketing as an equal function

Personnel Marketing Promotion


Marketing as an important function

Marketing Personnel

Finance Promotion


Marketing as a major function





Customer as the controlling function & marketing as the intelligence function

Personnel Marketing





Customer as a controlling function

Personnel Finance


Marketing Promotion


Change in Philosophy Of Marketing

Old New Particular Strategic Philosoph Philosoph s Philosophy y y 1960 Era Pre 1960 Post 1990 1990 Way of Focus Product Customer doing business Integrated Knowledge Hard Mean Marketing and Selling Mix Experience Mutually Ends Profits Value beneficial relationships Recognize d as an Marketing Selling Everything important function


Airtel's Most Advanced Network

Airtel, which will be operating on 1800 MHz with over 220 cell sites, will bring to Gujarat an unmatched network quality. The network is riding on the state-of-the-art Mobile Switching Centre from Siemens and Radio network from Motorola, and an Intelligent Network platform from Siemens. The Mobile Switching Centre has a superior processor to handle calls, reduce network congestion, enable better call completion rate and increase efficiency. The network is equipped with "Enhanced Full Rate" capabilities to provide distinctively superior voice quality to all its customers. Airtels Intelligent Network will bring to Gujarat a superior Pre-paid product along with a host of value-added services.

30-Second Pulse Based on strong customer feedback, Airtel launches with a 30-second pulse in Gujarat. This will ensure that the customer does not get billed for 60 seconds when his call is less than or equal to 30 seconds. Whatever be the call length, customers are assured of significant savings.

Introduces never-before benefits for the first time in India that leverage Bhartis national footprint Customers can now carry their Gujarat rate plan and roam without paying roaming charges on all Airtel networks across the country (the standard STD charges would continue to be applicable). This service will be available in all Airtel networks except Chennai, Kolkata, Andhra Pradesh and Karnataka where it will be rolled out shortly. Airtel now makes all incoming calls from any mobile across the country absolutely free for one month and thereafter for a fixed monthly rental (provided customers are on their home network in Gujarat when they receive them). Airtel makes keeping in touch with friends and family effortless by giving free airtime on all outgoing calls on 1 international, 1 national & 1 local number of choice without any monthly charge (only PSTN / STD / ISD charges would be applicable).


Launches Airtel Magic - Indias largest selling Prepaid card Simple, convenient and affordable way to go mobile Offers potential customers a low-cost entry to the mobile category. Every card comes with an introductory offer of free talk time and getting back their activation charge over a period of 6 months. Introduces a simple tariff plan with same rates for incoming and outgoing calls Launches for the first time reduced rates at night. 30-Second Pulse Airtel ensures that the customer does not get billed for 60 seconds when his call is less than or equal to 30 seconds. Considering almost 50% of all calls are under 30-seconds, customers can look forward to significant savings. Airtel Magic introduces for the first time in India "Full Roaming"(two-way) on Pre-paid cards across Western India (Gujarat, Maharashtra, Goa, Mumbai, Madhya Pradesh and Chattisgarh) Not just receive from, but also make calls to anywhere in Western India Recharge from anywhere in Western India (Gujarat, Maharashtra, Goa, Mumbai, Madhya Pradesh and Chattisgarh) Send and receive SMS.


Balance on screen and Instant recharge Instant balance enquiry facility by simply dialing *123# from handset, enabling user to control expenditure. Recharge instantly by dialing *101 * recharge code# directly from the handset without any IVR / customer care intervention, enabling instant recharge, 24 hours a day. Other recharge option IVR based

Wide range of Value Added Services

Apart from this, offers a host of services in addition to its inherent benefits of no rentals, no security deposits and STD & ISD facility Access to Shopping Junction (Dial 600) and Info Junction (Dial 601) Free SMS for three months Introduces Voice Mail Service, free for three months. Airtel Magic Brand Ambassadors Shahrukh Khan and Kareena Kapoor will be the voice and face of "Airtel Magic". Kareena brings in fresh, youthful energy while Shahrukh brings leadership and experience. Together they promise to mirror the energy, optimism, hopes and achievements of 600 million people across 16 states with one mobile service.


Airtel - Rajkot Zone

Sr.N o Name Address Shop No.4, Shaligram Complex, Aastha Cellular Opp. Deevanpara Police Station, 1 Services Near Rajashree Cinema, Rajkot. Ph: 0281 - 223232 Shop No.3 & 4, Dhan Rajni 2 Genius enterprises Complex, Yagnik Road, Rajkot. Ph: 0281 - 462561 Vibhag -B , Shop No.8, Shree Panchnath Sanjayraj Traders 3 Complex,Opp.St.Mary's Pvt.Ltd School,Kalawad Road, Rajkot. Ph: 0281 - 586360 Shop No 4/5 "SHILP" Ground Tushar Cellular 4 floor, Indira Gandih Marg, Services Jamnagar. Ph: 0288 - 533400 C/o Uno Chemist , Summair Club 5 Uno Cellular Road, Jamnagar. Ph: 0288 552705 / 661187 Shop No.5 ,Uganda Road, Near 6 Raj Trade Links Vishva Hospital, Porbandar. Ph: 0286 - 253330 / 253351 Shilpam Building , Opp.Sagar 7 Modern Cellular Restaurant , Kalwa Chowk , Jayshree Road , Junagarh. Shop No 2, Satya Darshan Complex, Near Ambe Matas 8 Pragati Tel Temple, Hospital Road, Bhuj Ph. 02832 - 50234 / 50334 C. V. Chamber, M. G. Road, Tanki 9 JC & Co Chowk , Surendranagar - Ph 02752 - 23875 / 37813 Shop No. 3 City Centre, Ground 10 Vijay Enterprises Floor,Kananala , Bhavnagar - Ph 0278 - 517150 / 411590



Airtel Magic Guide

Getting Started To begin using the Airtel Magic SIM Card, you need to purchase an Airtel Magic Recharge Card. Recharge Cards are available for as low as Rs.300. Other denominations are Rs.500, Rs.1000, Rs.2000 and Rs. 3000. You can choose the option you like. Each option has its specific calling value, which you need to load on to your Airtel Magic account to be able to talk. Instant Balance Check To check your balance amount simply dial 123 and listen to the voice announcements. If you wish to check your balance amount on your handset screen, simply press *123#. How to recharge your Airtel Magic Card The calling value on your card keeps reducing, as you make and receive calls, as per the applicable tariff. Before you exhaust your calling value or validity period, please recharge your Airtel Magic Card. Once your validity period expires, your Airtel Magic Card gets deactivated. However, you get a grace period in which you can reactivate your card by recharging it. If you recharge within the validity period or within the grace period, any unused calling value will get added to the new calling value. Every time you recharge your card, you get a

fresh validity starting from the day you recharge


Making and Receiving Calls To make a local call: Dial the city STD code and the landline phone number, e.g. 079 7544527 To call a local mobile phone number: Dial the 10 digit number you want, e.g. 98980 98980 To call a 3 digit number: Dial city STD code and the number you want, e.g. 079 197 To call an STD number: Dial the STD code and the landline number, e.g. 011 6521947 To call a mobile phone outside Gujarat: Dial 0 and the 10 digit mobile phone number, e.g. 098101 98101 To make an ISD call: Dial 00, the country code, the area code, the landline phone number, e.g. 0033856312345 To make an ISD call to another mobile phone: Dial 00, the country code, the desired number e.g. 00447860412172 Similarly an international caller wanting to call you will dial 0091 and your Airtel Magic number? To leave a message on a pager: Dial the local STD code and the pager number. e.g. 079 9624 203897


About your SIM card Your Airtel Magic SIM card brings your mobile phone to life and gives you your mobile number. Find your SIM card on the last page of the Users Guide. PIN (Personal Identification Number) Your PIN is a four-digit password that protects your SIM card against misuse. To key in your desired PIN number, refer to your mobile phone manual. Your existing PIN is 1234. We recommend that you personalize your PIN for maximum security. PUK (PIN Unblocking Key) If the PIN is entered incorrectly thrice in a row, your SIM card will get blocked, and your mobile phone will ask for the PUK. To get the PUK, please call our Customer Care at 98980 98980. Please enter the PUK carefully, as the wrong PUK entered 10 times can damage your SIM card permanently. You will then have to replace the SIM with a new one.


Airtel Magic Tariff

Welcome to Airtel Magic. The simple, instant and easy way to go mobile. Going mobile has never been easier with only Rs. 290/- (inclusive of Rs. 90/- free talk time) as a one time activation fee for your Airtel Magic Sim Card. Airtime Rates * Incoming Calls Outgoing Calls Day (8 am to 10 Night (10 pm to 8 pm) am) Rs.1.50 Rs.1.50 Rs.0.75 Rs.0.75

* Pulse Rate of 30 seconds. Local/ STD/ ISD charges extra as applicable Vouch Processin Talk Servic Validi Grace er g Fee Time e Tax ty Period 30 300 100 185.71 14.29 90 Days Days 30 500 120 356.71 23.81 90 Days Days 60 1000 200 752.38 47.62 90 Days Days 1679.7 90 2000 225 95.24 90 Days 6 Days 2557.1 120 3000 300 142.86 90 Days 4 Days


Special Launch Offer Go mobile for free - We offer free talk time worth Rs.290. Rs.145 at the end of 3rd month and the balance Rs.145 at the end of the sixth month from the date of making the first call. Free airtime - Every Airtel magic card will come with Rs.90 worth talk time, valid for 7 days Free SMS for three months Free Voicemails for three months

Regional Roaming Airtel Magic subscribers can now avail of Full Roaming in the Western Region states by opting to pay a Regional Roaming Monthly charge of Rs. 25/. The Regional roaming airtimes charges are Rs. 3 per minute (60 second pulse) plus a 8% surcharge as recommended by TRAI. Benefits Use the same SIM card and mobile number while roaming Recharge anywhere in the region Access IN menu 123 from anywhere in the region


Welcome to Airtel Magic

Welcome to Airtel Magic prepaid mobile card. It comes to you from Bharti Enterprises, Indias leading integrated telecom service provider. Going mobile with Airtel Magic is a new way of life. With a host of great features, also simple to use, Airtel Magic makes everything that you dreamt and believed, possible. Indeed, Magic hai to mumkin hai! Here are the many advantages you enjoy with AirTel Magic.

Total Cost Control No Rentals No deposits STD/ISD facility till the last rupee Instant Balance Inquiry 24-hour recharge facility Caller Line Identification Call Divert, Call Hold and Call Wait Short Messaging Service (SMS) SMS based Information Services Voice Mail service Info Junction Shopping Junction


Airtel Services
Airtel welcomes you to a vibrant new world of unlimited opportunities. More exciting, innovative yet simple new ways to communicate, just when you want to, not just through words but ideas, emotions and feelings. To give you the unlimited freedom to reach out to your special people in your special way. What is Airtel Services? It's a menu on your SIM card that allows you to access a host of information services and cool downloads on your phone in just a few clicks. So now no need to remember key words/ short codes to access information. For eg instead of typing and sending an SMS of short code - "AST, NEW, CRI, MOV" to access information on horoscope, news, cricket, movies etc on India times, you could now scroll in your menu and reach the information in just a few clicks. This menu already has the key words pre-coded in your SIM card, allowing you to get information. easily & swiftly. The desired information will be displayed on your screen in about 15 seconds.

What are the various services available on the Airtel Services? With Airtel Services, you can now get the latest news, download ring tones and logos, check the

status of you train ticket or the Jet Airways flight schedule or surf to get the latest movie reviews on your Airtel.

Services Ringers Fun Messages

Description Download the latest ring tones Download logos or send flashing messages Get the latest on news, cricket, India times travel, jokes Get the latest on news, stocks, astroIndia Today forecast Infotainmen Movie review, top songs, top movies t Star Peep Get an interactive astro-forecast Jet Mobile Know your flight status and set alerts Railways Get your PNR status, train schedules Get the latest IPO news, status of Stocks gainers and losers at BSE You could select any of the services mentioned above and get further information options on each of the services. So, for example if you select 'news' under India times, you will then have the option of choosing from the following i.e. latest news, world news, business news, entertainment news or sports news.


How do you access Airtel Services on your Airtel? Simply go your main menu and scroll till you reach 'Airtel Services' and press 'Yes / OK'. The various options mentioned above will now be displayed on your screen. As shown above, select any service that you would wish more information on and press 'Yes/ OK'.

Which are the handsets, which are compatible with the Airtel Services? A Wireless Internet Browser (WIB) on your mobile phone supports the Airtel Services. While all the above-mentioned handsets should support Airtel Services, these services have been tested to work optimally on the list of handsets mentioned below. Nokia: 3310, 3315, 3330, 6210, 6510, 8310, 8250, 8859 Motorola: Time port P7389i, Talk about Panasonic: GD75

Siemens: C35i, M35 Samsung: SGH9100, R220 Ericsson: T28s We shall endeavor to continuously add to this list from time to time. In particular old handset models have software versions, which may not support Advanced WIB functionality.

I click on a service but there is no response message. Why? Essentially it may take upto 15 sec on some handsets for the response to be displayed.

Further advantages of Airtel Services

No more SMS inbox overload

With this browser, on clicking on any of the abovementioned services the information comes directly to your screen in the form of a flash message. Since the message flashes on your screen it doesn't block any space in your inbox thereby avoiding the cumbersome exercise of


clearing your inbox from time to time.

What's New' service

'What's New' is a feature that enables you to download new Airtel services from time to time. So expect to continuously get the latest information services and cool downloads on your Airtel.

To know more about this service, please call our Customer Care Centre at 98980 12345 or visit any of our Airtel Exclusive Outlets.


In the first phase, the following areas are covered.
Sl. No. 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 Towns Ahmedabad Mehsana Palanpur HimmatNagar Godhra Gandhinagar Kadi Kalol Chatral Mehmdabad Vadodra Anand Nadiad Godhra Jarod Halol Kalol Surat Valsad Vapi Ankleshwar Navsari Bharuch Umargam Rajkot SurenderNagar Junagarh Bhavnagar Sl. No. 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 Highway Sites Narol Aslali Bareja Kheda Nadiad Gamdi Vasad Channi Por Karjan Palej Manj Rajpipala Kamrej Chowkdi Kadodara Changodar Bavla Super Gas Dump Bagodra Kanpara Limdi Vadod Village Sayola Deduki Chotila Bawanbhor Kuadwa


Magic Help line

Airtel Magic Care For assistance dial 121 or 98980 98980 (toll free) from your Airtel Magic Mobile Phone, 24 hours a day. You can also dial 98980 98980 from a landline phone. Now that you know the infinite possibilities with your Airtel Magic, go ahead. Dream your dreams. And you will make them possible. Indeed, "Magic hai to mumkin hai!".

Value Plus Services in Magic

Call Management Services: 1. 2. 3. 4. 5. Caller Line Identification Presentation (CLIP) Call Waiting Call Hold Call Divert Call Conferencing

Value Plus Services 1. 2. 3. 4. 5. SMS (Short Messaging Service) Voice Based Services Prepaid Roaming STD/ ISD till the last rupee ISD Dynamic Lock Service



Introduction Human are the most important element to the company. Without human company cant do anything. So every company has required human resource management to co-ordinate with his employees and to provide satisfaction to them. Human resource management is treated as an important and decisive function of management. In the latest classification of the managerial function given by Gullick staffing is referred to as an independent and separate function of management. Human resource management has to think about the development of the employees and their career planning. A new philosophy is development in which the personnel goals of employees are integrated with the objectives of the organization. This new philosophy is known as Human Resource Management. Meaning and Definition Simply put, Human Resource Management (HRM) is a management function that helps managers recruit, select, train develops members for an organization. Obviously, HRM is concerned with the peoples dimension in organizations. Human Resource management is that part of process of management which is specifically concerned with the people employed in an organization.


C.H. Northcott

Human resource management is concerned with obtaining and maintaining of satisfactory and satisfied work force.

Dr. George R. Terry

Human Resource management can be defined as the process of accomplishing organizational objectives by acquiring, retaining, terminating, developing and properly using the human resources in an organization. - Donnelli and Gibson


Objective of HRM Realization of the Goal of Enterprise Maximum Utilization of the Manpower Increase in Labor Efficiency Increase in Efficiency of the Administrative Structure To Maintain Employees Morale Growth of Team spirit among the Employees Growth of Cordial Relations between Employees and Employer Social Objectives


Scope of HRM









An HRM model




Meaning of Job Analysis Job analysis is the process of studying and collection information relating to the operations and responsibility of specific job. The immediate products of this analysis are job descriptions and job specification Job analysis is systematic exploration of the activities within a job. It is a basic procedure, one that used to define the duties, responsibilities and accountabilities of job. Process of Job Analysis
Strategic Choice

Gather Information

Process Information Uses of Job Description and Job Specification Personnel Planning Performance Appraisal Hiring Training and Development Job Evaluation and compensation Health and safety Employee Discipline Work Scheduling Career Planning

Job Description

Job Specification

This is the process of Job Analysis of AIRTEL



Meaning of Recruitment In simple terms, recruitment is understood as the process of searching for and obtaining applications for jobs form among whom the right people can be selected. A formal definition of recruitment is: It is the process of finding and attracting capable application for employment. The process begins when new recruits are sought and ends when their applications are submitted. The result is a pool of application form which new employees are selected. Process of Recruitment
Personnel Planning Job Analysis Employee Requisition

Job Vacancies

Recruitment Planning - Numbers - Types

Searching Activation Selling - Message - Media

Applicant pool

Potent ial Hires To selected

Strategy Development - Where - How - When

Applicant Population Evaluation and Control



This is the process of selection of AIRTEL Training and Development In simple terms, training and development refer to the imparting of specific skills, abilities and knowledge to an employee. A formal definition of training and development is It is any attempts to improve current or future employee performance by increasing an employees ability to perform through learning, usually by changing the employees attitude or increasing his or her skilled and knowledge. The need for training and development is determined by the employees performance deficiency, computed as follows: Training and development need = Standard performance Actual performance According to Michael J. Jucius the term training is used here to indicate any process by which the aptitudes, skills and abilities of employees to perform specific job are increased. Benefits of Training How training benefits the organization


Leads to improved profitability and/or more positive attitude towards profit orientation Improve the job knowledge and skills at all level of the organization Improve the moral of workforce Helps people identify with organizational goals Fosters authenticity, openness and trust Improve relationship between boss and subordinate Aids in organizational development Learn from trainee Helps prepare guideline for work Aids in understanding and carrying out organizational policies Provide information for future needs in all area of organization Organization gets more effective decision-making and problem- solving skills Aids in development for promotion from within Aids in developing leadership, motivation, loyalty, better attitudes and other aspects that successful workers and manager usually display Aids in increasing productivity and/or quality of work Helps keep costs down in many areas, e.g. production, personnel, administration, etc.


Development of sense of responsibility to the organization for being competent and knowledgeable Improve labor-management relations Reduce outside consulting costs by utilizing competent internal consultation Stimulates preventive management as opposed to putting out fires Eliminates suboptimal behavior (such as hiring tools) Create an appropriate climate for growth, communication Aids improving organizational communication Helps employees adjust to change Aids in handling conflict, thereby helping to prevent stress and tension. Benefits to the individual which in Turn ultimately should benefit the Organization Helps the individual in making better decision and effective problem solving Aids in encouraging and achieving selfdevelopment and self-confidence Increases job satisfaction and recognition Prove the trainee an avenue for growth and a say in his/her own future Develops a sense of growth in learning Helps a person develop speaking and listening skills; also writing skills when exercises are required Helps eliminate fear in attempting new tasks

Benefits in Personnel and Human Relations, Intragroup and Intergroup Relations and Policy Implementation Improves communication between groups and individual Provide information on other government laws and administrative policies Improves interpersonal skills Makes organizational policies, rules and regulations viable Improves morale Builds cohesiveness in groups Provides a good climate for learning, growth, and co-ordination Makes the organization a better place to work and live BSNL provides proper training every year to their employee for development of employees and improve their performances. The training may be a week, 15 days or a month.



Wages and Salary Wages represent hourly rates of pay, and salary refers to monthly rate of pay, irrespective of the number of hours put in by an employee. Wages and salary are subject to annual increments. They differ from employee to employee, and depend upon the nature of job, seniority, and merit. BSNL provide proper wages and salaries to their employees. The wages and salaries pays regularly and it accept monthly pay wages and salaries system. Safety and Health Safety, in simple terms, means freedom forms the occurrence or risk of injury or loss. Industrial safety or employee safety refers to the protection of worker from the danger of industrial accidents. An accident, then, is an unplaced and uncontrolled event which an action and reaction of an object, a substance, a person, or a radiation result in personal injury. The well-being of the employee in an industrial establishment is an affected by accident and by ill health-physical as well as mental. The need for healthy worker and health services to be provided by the management to ensure the continuing good health of their employees.


BSNL also provide medical facilities and insurance policy to their employees safety and health.

Welfare Welfare means faring or doing well. It is a comprehensive term and refers to physical, mental, moral and emotional well-being of an individual. Further, the term welfare is a relative concept, relative in time and space. It, therefore, varies from time to time, from region to region and from country to country. BANL gives provident fund facilities, free telephone and internet service, transportation service, LTC etc. to welfare of their employees.



Auditors Report

TO THE MEMBER OF AIRTEL A. We have audited the balance sheet of AIRTEL as at 31st March 2006 and related Profit & Loss Account and Cash Flow Statement for the year ended on that date annexed thereto. These financial statements are the responsibility of the Companys management. Our responsibly is to express on an opinion on these financial statement based on our audit. B. We conducted our audit in accordance with the auditing standards generally accepted in India. Those standards required that we plan and perform the audit to obtain reasonable assurance about whether the financial statements are free of material misstatement. An audit includes examining, on a test basis, evidence supporting the amount and disclosures in the financial statements. An audit includes assessing the accounting principles used and significant estimates made by management, as well as evaluating the overall financial statement presentation. We believe that our audit provides a reasonable basis of our opinion.


Our report has taken into consideration the audited accounts and Branch auditors reports of 48 units (circles, districts, regions, training institutions, stores, factories) appointed by the Comptroller and Auditors General of India and noted by the Board of Directors of the company. C. As required by the Companies (Auditors Report) Order, 2003 issued by the Central Government of India in terms of sub-section (4A) of section 227 of The Companies Act., 1956 of India (the Act) and on the basis of such checks as we considered appropriate and accounting to the information and explanations given to us and reports of other auditors, we set out in the Annexure a statement on the matters specified in paragraphs 4 and 5 of the said order. Further to our comments in the Annexure referred to in paragraph C above:


D. Attention is invited to the stated in the following paragraph:


1. Assets taken over from Department of Telecommunication (D.O.T) and DOT balances a) As referred to in Note no. 2 on Schedule U, the process of taking over the assets and liabilities from Department of Telecommunications (D.O.T) is still in progress and the fact that the value of net assets identified subsequent to 01.10.2000 has been credited to Capital Reserves. The title to the various immovable properties taken over from D.O.T. are yet to be transferred in the name of the Company. The fact that the method of valuation adopted for assets taken over is also the basis for treating them as original cost for the purpose of providing depreciation. Fixed Assets Progress and Capital Work-in-





As stated in Note no. 1 on Schedule D, amortization has been made only


in respect of leasehold land which has been identified as leasehold. b) As referred to in note 5.4 on Schedule - U, the fact that some excess depreciation could have been provided on the analog exchanges which had been impaired and provided for and the fact that no adjustment has been made to write back such excess depreciation. As referred to in Note No. 5.5 on Schedule U, certain assets still shown under Capital-work-inprogress though completed and put to use, has not been capitalized and depreciation provided on them. As referred to in Note No. 5.8 on Schedule U, there is a net difference of Rs. 717 lacs in CWIP between subsidiary ledger and financial ledger, in a Circle.





Depreciation As reported by the branch auditor, the depreciation on some assets in U.P. (West) Circle has not been computed at the rate and in the manner prescribed in Schedule XIV to the Companies Act; the impact thereof on the profit for the year and on fixed assets of that circle are not ascertainable. As referred to in Accounting Policy 4 in Schedule T, depreciation on factory buildings & administrative buildings have been provided at the rate applicable to the normal buildings. Current Assets, Loans and Advances and Current Liabilities As referred to in Note No. 7.1 & 8.2 of Schedule U, the fact that no adjustment has been made for the difference of Rs. 28969 lacs between the General Ledger and Subsidiary Ledger of Sundry Debtors and the difference between similar sets of accounts in respect of loans and advances (amount unascertained) pending reconciliation.







As referred to in Note 10.1 on Schedule U, Bank Reconciliation Statements have not been prepared in few units. As stated in Note No. 10.2 & 10.3 of Schedule U, Cheques and TTs deposited with the Bank for Rs. 1744 lacs but not credited by the banks and unlinked debit & credit items appearing in Bank Reconciliation for Rs. 1803 lacs and Rs. 2678 lacs, respectively are still in the process of reconciliation and hence, not adjusted in the accounts. The balances due to and due from DOT, M.T.N.L., DOP on current account are subject to confirmation, reconciliation and consequential adjustments. Frauds Frauds have been reported in 9 circles amounting to Rs. 1836.29 lacs which includes Rs. 23 lacs due to misappropriation of ITC cards and Rs. 835 lacs on account of unauthorized ISD calls, which have been defrauded before the income could be recognized.





Inter/ Intra Circle Remittance Account


As stated in Note No. 14 on Schedule U, the possible effects of reconciliation of inter/intra circle remittances on the income, expenditure, assets and liabilities could not be ascertained.


(a) As stated in Note no 25 (d) on Schedule U, the company has not identified the SSIs with whom they are dealing and hence disclosure as required under Schedule VI could not be made. (b) As stated in Note no 26(f) on Schedule U, in certain units, contingent liabilities and estimated amount of contracts remaining to be executed have not been ascertained. (c) The fact that certain assumptions as stated in note no. (1) & (2) on Cash Flow Statement have been made for the purpose of preparation of Cash Flow Statement. (d) The branch auditor have reported that Accounts of GMTD Gorakhpur & TDM Ballia have not been properly compiled for want of necessary information and hence unable to express any opinion on such accounts; however, the financial


impact of the above qualification has not been quantified.


License Fee, Spectrum Charges, Inter connect Usage Charges The fact that the licence fee has been accrued based on note no. 13.2 and the inter connect revenue betweenAIRTEL & MTNL based on note no. 12.2 of Schedule U, and the accounting for the revenues from D.O.T, & M.T.N.L. has been made as stated in the accounting policy 2(c) of Schedule T. As referred to in Note 12.4 on Schedule U, no provision has been made for telecom traffic charges payable and receivable to and from Pakistan Telecom Company Limited. Revenue




(a) The exchange wise reconciliation of outgoing metered calls and calls billed has not been done by the company for 15 circles as reported by the branch auditors. Consequently the completeness and the correctness of the provision for revenue sharing as well as for licence fee payable, to that extent, could not be adjusted.


(b) The booking of rental income on disconnected telephones as stated in Note no. 12.6 of Schedule U. E. We report that (a) The exchange wise reconciliation of outgoing metered calls and calls billed has not been done by the company for 15 circles as reported by the branch auditors. Consequently the completeness and the correctness of the provision for revenue sharing as well as for licence fee payable, to that extent, could not be adjusted. (b) The booking of rental income on disconnected telephones as stated in Note no. 12.6 of Schedule U. In addition to the matters covered in our report under CARO 2003, the system of accruing income and expenditure is to be strengthened as evidenced by the fact that the large amount of prior period income and expenditure are being accounted for during each of the subsequent years. (c) We have received reports on accounts of branch offices audited by other auditors and the same has been dealt with by us in our report.


(d) The balance sheet, profit and loss account and cash flow statement dealt with by this report are in agreement with the books of accounts and with the audited returns from branches. (e) In our opinion, the balance sheet, profit and loss account and cash flow statement dealt with by this report comply with the accounting standards referred to in sub-section (3C) of Section 211 of the Companies Act, 1956 except for : Accounting Standard 2 for valuation of inventory has not been followed in 13 circles as reported by branch auditors. Accounting Standard 10 for charging of overhead on the basis of predetermined / estimated basis to the Capital Work-inProgress (Note No. 5.7 of Schedule - U) instead of on actual basis. Accounting Standard 15 regarding provision for leave encashment of absorbed employees as well as directly recruited employees and gratuity liabilities in respect of eligible employees has been provided for

on estimated basis pending ascertainment of actuarial valuation (Note No. 11.2 & 11.3 of Schedule - U). (f) On the basis of written representations received from the directors as on 31st March, 2006 and taken on record by the Board of Directors of the Company, we report that none of the directors is disqualified as on 31st March, 2006 from being appointed as a director in terms of clause (g) of sub-section (1) of Section 274 of the Act. (g) Subject to item 2,3,4,6,7,8&9 contained in D above, to which attention has been drawn and the consequential effect of adjustment on the value of assets, liabilities, the quantum of income and expenditure and their effect on the profit for the year (which are unascertainable) in our opinion and to the best of our information and according to the explanations given to us, the said accounts read together with the Accounting Policies and notes thereon give the information required by the Companies Act, 1956, except for the non disclosure of the matters referred to in Note no. 25 (a), 25 (b) & 25 (d) of Schedule U and information relating thereto in the manner so required and give a true

and fair view in conformity with the accounting principles generally accepted in India : in the case of the Balance Sheet, of the state of affairs of the Company as at 31st March, 2006; and (ii) in the case of the Profit and Loss Account, of the profit for the year ended on that date and (iii) in the case of the Cash Flow Statement, of the cash flow for the year ended on that date. (i)


High market share brand image To attract all class of customer Good service will increase the no. of users Emerging Competition like Reliance, TATA,AIRTEL, Hutch, Orange, etc.


Strength Weaknesses Opportunitie s



Airtel has good reputation in the market. Objective satisfaction of of survey users. is I to know the have already

discussed the objects in the survey. The organisation has good reputation in the market; however, it requires some efforts to maintain the reputation for the betterment of its future. However, now they are taking reasonable steps to improve its brand name and sales target. Lastly, I can say that Airtel has bright future for the coming years. And I hope this project report will help them taking right decision and fulfill their customer demands. Again, I am thanking to all who directly or indirectly helped me. Wishing Airtel, the best success


After making a survey in Rajkot on Airtel, I have come to some conclusive suggestions, which are necessary for the company. From my point of view to maintain and improve the market share of Airtel, my main points or suggestions are: During the survey, the major problem faced by the user is the "price' of particular service. as per market price. Most of the customers of Rajkot don't know Airtel. on this about the services provided so by So company should concentrate point and advertise they So as far as possible

they should maintain their price level less

attract customers.



Although it is said that only theoretical knowledge is not enough. For studying any topic, practical knowledge is must, hereby in this practical study, undergone without the base of theoretical knowledge, the understanding is incomplete. Hence, references are to of make and certain below. concept this report I have easily taken



books For

regarding the it basic was

marketing topics, retailing marketing, which mentioned and knowledge essential. The references from which I gained information Sr. 1. 2. 3. Description Marketing Management Marketing Management


Author Philip Kotler Stanton Website