A Project Study Report On Training Undertaken at Airtel Mobile Services Titled MARKET SURVEY

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Preface
Quite frequently these days people talk of practical knowledge, both in academic institutions and outside. At each and every aspect in life we require some sort of theoretical and practical knowledge too. It means only classroom lecture may not be enough to get the proper knowledge either in the business field or social life. Keeping all this in view, the present report has been written for the promotion the brand position of Bharti Airtel in the highly competitive environment and to study the consumer behavior by working as a promoter Modern Trade Centers. . I am grateful to all those who have helped me in the successful completion of this report. I hope I have tried my level best in making this Report. If there is any error, in this Report I want to apologies for that.

EXECUTIVE SUMMARY

This project report presented contains detail my summer training assignment. This is a part of my curriculum of M.B.A. program (2007 2009) Rajasthan Technical University. The training was conducted in Airtel Mobile services at Jaipur. The project assigned for the period of 45 days was MARKET SURVEY in Airtel Mobile Services and also to find the Market share of Airtel Mobile Services in comparison to other communication companies. The aim of this project was Evaluating and Managing the Market position of Airtel Mobile Services leads for future business prospects. Bright highlight of the methodology used for the survey project:1) Filling the questionnaires by various individuals which are given by my project guide. 2) Sampling on cluster random basis. 3) Coding 4) Analysis 5) Final report construction In the current business scenario, to know about the competitors marketing policies and schemes is equally important as emphasizing on companys own policies. among customers on different parameters, creating awareness about the various plans of the company, brand image and generating

CONTENTS

Telecom Sector in India The Genesis of the Industry Cellular Operator Introduction of Company Company Vision and Mission Company profile Channel Marketing of Airtel Fact sheet of airtel Company quality policy Organization structure Company Product and Services Promotion Strategy of Airtel Research Methodology Title of the study Duration of the study Objective of the study Scope of the study Data analysis and Interpretation SWOT anyalysis Limitation Conclusion Suggestion Questionnaire Bibliography

6 10 12 14 15 16 18 32 33 34 36 47 52 52 52 53 54 55 69 72 73 74 75 77

TELECOM SECTOR IN INDIA.

INTRODUCTION:
The telecom industry is one of the fastest growing industries in India. Indias more than 100 million telephone network is the third largest network in the world after China and USA. With a growth rate of 45%, Indian telecom industry has the highest growth rate in the world. In terms of phones, India occupies the fifth position, after China, USA, Japan and Germany.

HISTORY OF TELECOM SECTOR IN INDIA:

The first wind of reforms in telecommunications sector began to flow in 1980s when the private sector was allowed in telecommunications equipment manufacturing. In 1985, Department of Telecommunications (DOT) was established. It was an exclusive provider of domestic and long-distance service that would be its own regulator (separate from the postal system). In 1986, two wholly government-owned companies were created: the Videsh Sanchar Nigam Limited (VSNL) for international telecommunications and Mahanagar Telephone Nigam Limited (MTNL) for service in metropolitan areas. In 1990s, telecommunications sector benefited from the general opening up of the economy. Also, examples of telecom revolution in many other countries, which resulted in better quality of service and lower tariffs, led Indian policy makers to initiate a change process finally resulting in opening up of telecom services sector for the private sector. National Telecom Policy (NTP) 1994 was the first attempt to give a comprehensive roadmap for the Indian telecommunications sector. In 1997, Telecom Regulatory Authority of India (TRAI) was created. TRAI was formed to act as a regulator to facilitate the growth of the telecom sector. New National Telecom Policy was adopted in 1999 and cellular 5

services

were

also

launched

in

the

same

year.

IMPRESSIVE GROWTH:
The growth of telecom sector in India is really astonishing. In 1947, when India attained independence, it had less than 80,000 telephone connections. In the next 34 years, the country could add only two million connections. At present, the sector is adding two million connections every month! In 1947, the teledensity (telephone penetration per 100 persons) was 0.02. It reached a level of 9.13 by 13 th April 2005. Still India lags behind countries like China and Brazil where teledensity is more than 42. The government initiated the process of liberalization of the sector in 1991 by inviting bids from private operators for two licenses to provide cellular services in each of the four major cities. In 1994, bids were invited for one license for providing fixes line-services in 21 circles. In January 1995, bids were invited for two licenses to provide cellular services in each of the 18 telecom circles excluding the four metros. Of course, Dot/MTNL retained the right to operate a cellular network in each of the licensed areas. The cellular rollout was done in 1995 for the metros and during 1996-98 for the other circles. At the end of September 2007, telephone connections in the country numbered 248.67 million and teledensity stood at 21.85 (per 100 population). By the end of 2007, entire country will be covered by telecom network, and all the villages will be connected by phone. Internet connections shall increase from 5.45 million in December 2004 to 18 million by 2007, and further to 40 million at the end of 2010. Telecom revenues increased from Rs 6578 million in 1980-81 to Rs 27,775 million in 198990, and further to Rs 186,286 millions in 1999-2000.Net profit increased from Rs. 1712 million in 1980-81 to Rs. 11,504 millions in 1989-90, and further to Rs 119,750 million in 1999-2000.

Industry estimated to have 350,000 towers by 2010 No of Towers (Estimates) Description Indus Towers 80,000 JV between Airtel;Idea & Vodafone operational in 16 circles Bharti Infratel 28,000 Subsidiary of Airtel operating in 7 circles Reliance Infratel 30,295 Subsidiary of Reliance operating in all 23 circles BSNL+MTNL 40,000 State Owned Telephone Company Tata Indicom 7,600 Present in 18 circles. TTML is operational in 2 circles Aircell 7,000 Operator owned towers, present in 13 circles Essar 3,200 Part of Essar Group, present in 13 circles

TOTAL 203,900 7

No of Subs (in million) 285 Subs/Tower Approx 1,300

Telecommunication sector in India can be divided into two segments:

1. Fixed Service Provider. 2. Cellular Services.

Fixed line services consist of basic services, national or domestic long distance and international long distance services. The state operators (BSNL and MTNL), account for almost 90 per cent of revenues from basic services. Private sector services are presently available in selective urban areas, and collectively account for less than 5 per cent of subscriptions. However, private services focus on the business/corporate sector, and offer reliable, high- end services, such as leased lines, ISDN, closed user group and videoconferencing.

Cellular services can be further divided into two categories:-

1. Global System for Mobile Communications (GSM). 2. Code Division Multiple Access (CDMA). The GSM sector is dominated by Airtel, Vodafone, and Idea Cellular, while the CDMA sector is dominated by Reliance and Tata Indicom. Opening up of international and domestic long distance telephony services are the major growth drivers for cellular industry. Cellular operators get substantial revenue from these services, and compensate them for reduction in tariffs on airtime, which along with rental was the main source of revenue. The reduction in tariffs for airtime, national long distance, international long distance, and handset prices has driven demand.

The Genesis of the Industry

The govt. of India recognizes the importance of the telecommunications (telecom) sector and has given it due importance. The telecom sector is broadly divided into two types of service providers- basic telephony and cellular telephony. Basic Services: the major players providing basic services are BSNL, the Tata Teleservices and reliance, which use the code division multiple accesses (CDMA) standard, which provides limited mobility. Using CDMA, calls can be made to and received from certain fixed areas. Cellular Services: Operators providing cellular services use the global system for mobile communication (GSM) standard: using this, call can be made to and received from any place. The major players in this segment are Bharti, Hutchison BPL and Idea. The telecom sector requires very heavy investment (The National Telecom policy-1994 estimated a resource gap of Rs. 230billion for the telecom targets of the eight five year plan, 1992-1997 to be met). To meet the resource requirement and achieve the nations telecom targets, the government decided to invite the participation of private players, and the telecom sector was opened up in 1992. (The early 1990s was a period of economic 9

liberalization in India. Liberalization was initiated on a large scale through the industrial policy Statement of 1991). The policy abolished the regime of public sector supremacy and paved the way for private participation in the economy). Cellular mobile services were one of the first areas to be opened up for private participation. Initially to easy operations, the country was divided into four metropolitan cities and 19 circles, which were roughly analogous with the geographic boundaries of the states of India. Cellular licenses were given to the private players, first in the four metropolitan cities in 1994 and then for the 19 other telecom circles in 1995. The first metro cellular network started operating in Kolkata in August 1995.

The Usefulness of Telecom India has a huge disparity of income among its people. One reason for this is the lack of education. In the days when telecom was a state monopoly, the government introduced education classes through the state run TV channel. Even now, these classes are watched by huge numbers of students who cannot afford to go to regular schools/colleges. An estimated 3.5 million students are enrolled in various distance education universities throughout the country. Some foreign universities have seen this potential market and set up programs. Computer education is a route to generating more employment and prosperity. Due to the lack of proper telecom infrastructure in the interiors of the country, there is general lack of awareness of global developments. The spread of telecommunications will help tap this potential market and the sheer magnitude of the market will continue to beckon global players for years to come. Entrance of private telecom operators various reports examines the emergency of innovation and value creation for enhancing customers experience, as a result of increasing competition in the Indian telecom industry during the late 1990s and early 2000s. The report provides a detailed account of the evolution of the Indian telecom industry. It traces 10

various developments in the industry before, during and after the liberalization of the Indian telecom sector. It also provides information about the increasing popularity of cellular services, which led to the emergence of several private telecom operators like BhartiTeli Ventures, Hutchison Essar Telecom India, Idea Cellular Ltd., Reliance Communication and Tata Teleservices, etc. Due to the huge market potential even public sector undertakings like BSNL and MTNL have also begun offering cellular services apart from basic wire line services in February 2004. Bharti Airtel Telecom India Limited (Airtel)Indias leading GSM service provider entered the Pre paid and Post paid mobile services segment by offering subscription schemes that allowed customers to make use of a digital mobile phone service at an affordable price.

CELLULAR OPERATORS

Bharti Airtel

BPL

Tata Teleservices

Idea Cellular

Reliance Communication

BSNL

Vodafone

Rainbow

Virgin 11

It is clear that Indian telecom industries are growing rapidly. There are many company which provide telecom service but BHARTI AIRTEL is leading company of this sector.

Company Logo

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INTRODUCTION OF COMPANY

Bharti Airtel Limited

Bharti Airtel, formerly known as Bharti Tele-Ventures Limited (BTVL) and a subsidiary of Bharti Enterprises is India's largest Telecom Business operator has come up a long way to earn and maintain the top spot in India's mobile phone industry with more than 75 million subscribers as of August 2008.It also offers fixed line services and broadband services. It offers its TELECOM services under the Airtel brand and is headed by Sunil Mittal. The company also provides telephone services and Internet access over DSL in 14 circles. Covering all 23 telecom circles, it has emerged as India's top private telecom operator .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 provides end-to-end data and enterprise services to the corporate customers through 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 and in fact the strength of their telecom business has allowed Bharti to foray into sectors like Insurance (tie up with AXA) and Retail (where it tied up with none other than Wal-Mart). 13

Some great and highly successful innovations by Airtel (later copied by rivals) like Hello Tunes and Lifetime Recharge Schemes have been huge revenue makers.

Company's Vision & promise

By 2010 Airtel will be the most admired brand in India: Loved by more customers Targeted by top talent Benchmarked by more businesses We at Airtel always think in fresh and innovative ways about the needs of our customers and how we want them to feel. We deliver what we promise and go out of our way to delight the customer with a little bit more

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Company Profile

Bharti Airtel is one of India's leading private sector providers of telecommunications services based on an aggregate of 75 million subscribers customers as on August, 2008, consisting of 59,670,174 GSM mobile and 2,244,492 broadband & telephone customers (February 29, 2008).

Bharti Airtel has been ranked amongst the top ten best performing companies in the world, in the coveted BusinessWeek IT 100 list. Bharti Airtel, which is described by BusinessWeek in the report as a "highly innovative company," has escalated to tenth position from its last year ranking of 19.

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The businesses at Bharti Airtel have been structured into three individual strategic business units (SBUs): Mobile services. Telemedia services(ATS) Enterpriseservices.

The mobile services group provides GSM mobile services across India in 23 telecom circles, while the ATS business group provides broadband & telephone services in 94 cities. The Enterprise Services group has two sub-units: (i) Carriers (long distance services) and (ii) Services to corporate.

All these services are provided under the Airtel brand. On 19th October 2004 Airtel announced the launch of a BlackBerry Wireless Solution in India. The launch is a result of a tie-up between Bharti Tele-Ventures Limited and Research In Motion (RIM). Company shares are listed on The Stock Exchange, Mumbai (BSE) and National Stock Exchange of India Limited (NSE). The

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 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 16

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. The company's unique strategic outsourcing model has been studied and documented by Harvard Business School as a case study which is available for download at: www.hbsp.harvard.edu.

Awards and recognition

Wireless service provider of the year 2005 at the Frost and Sulivan Asia-Pacific ICT awards Competitive service provider of the year 2005 at the Frost and Sulivan Asia-Pacific ICT awards

Channel marketing of Airtel

Bharti-Airtel Selects envIOWorks Platform to Add Social Marketing to its Hello Tune Service ANDOVER, Mass., Sept. 29 /PRNewswire/ -- envoi networks today announced commercial deployment of its envIOWorks platform with Bharti-Airtel, India's leading mobile services provider. The envIOWorks platform is powering Airtel's Hello Tunes Manager(TM), available via a free download to Airtel's 75-plus million mobile customers. Hello Tunes Manager builds a social marketplace around Airtel's Hello Tunes ring back tone service. Users can instantly find out what tune they just heard or review a history of recently-heard tunes, and send ratings, comments and requests to their friends. With Hello Tunes Manager, users can search the Hello Tunes catalog to find the latest choices, receive recommendations from their friends or new tune promotions from the envIOWorks platform. 17

Our Hello Tunes service lets our subscribers create and experience a personalized calling experience for their friends -- their social community" said Sanjay Gupta, Chief Marketing Officer - Mobile Services Bharti Airtel. "Music in its various forms, genres strikes a universal chord with mobile users and envois Hello Tunes Manager(TM) fits in with the vision of recognizing and leveraging the power of innovative mobile content as the right catalyst for social marketing. The service will enrich user experience of Hello Tunes, giving a whole new dimension to the way they engage with near and dear ones. We're seeing this increase both service usage and content consumption." Envoi and Airtel released the Hello Tunes Manager in a "soft launch" in the second quarter of 2008 and have seen exponential growth in service usage, propelled entirely by the viral effect of social marketing. "We believe our success at Airtel is an excellent validation of our vision" said Prakash Iyer, Founder and CEO of envIO networks. "Mobile content is inherently social, and mobile users want a social experience around this content. Our platform delivers this -- and unleashes the power of social marketing to accelerate discovery and consumption of all types of mobile content."

About Bharti Airtel Limited:

Bharti Airtel Limited, a group company of Bharti Enterprises, is India's leading integrated telecom services provider with an aggregate of 75 million customers. Bharti Airtel has been rated among the best performing companies in the world in the Business Week IT 100 list 2007. Bharti Airtel is structured into three strategic business units -- Mobile services, Telemedia services and Enterprise services. The mobile business provides mobile & fixed wireless services using GSM technology across 23 telecom circles. The Telemedia business provides broadband & telephone services in 94 cities and is foraying into the IPTV and DTH segments. The Enterprise business provides end-to-end telecom solutions to corporate customers and national & international long distance services to carriers. All these services are provided under the Airtel brand. Airtel's high-speed optic fibre network currently spans over 78,540 kms covering all the major cities in the country. The company has two 18

international landing stations in Chennai that connects two submarine cable systems -- i2i to Singapore and SEA-ME-WE-4 to Europe. For more information, visit http://www.bhartiairtel.in/.

About envIO networks envIO networks, inc. uses its envIOWorks(TM) platform to enable social marketing of any type of mobile content through mobile and social networks. Funded by premier venture capital players, Matrix Partners and North Bridge Venture Partners, envIO is working with top wireless operators and other industry leaders around the world. Bharti Airtel Launches Airtel's Direct-to-Home Digital Television Service Based on NDS Endto-End Solution NEW DELHI, India, Nov 04, 2008 (BUSINESS WIRE) ------An end-to-end solution from NDS including Video Guard conditional access, Media High middleware and customized electronic programmed guide protects and enhances Bharti Airtel's new digital satellite service --Airtel digital TV launches NDS interactive TV (iTV) and games providing innovative new services to viewers NDS, the leading provider of technology solutions for digital pay-TV, today announced that Bharti Airtel, India's leading integrated telecom services provider, has launched Airtel digital TV based on a complete end-to-end system from technology partner NDS to secure, enable and enhance its Direct-to-Home service. Bharti Airtel, in collaboration with NDS, has launched its DTH service with Video Guard conditional access Media Highway middleware and customized multi-lingual Electronic Programmed Guide. NDS' market-leading CA and DRM technology protects over 95.4 19

million digital devices around the world and secures service revenues of over $40 billion worldwide. Middleware from NDS has been deployed in over 98.7 million devices. NDS solutions enable Bharti Airtel to offer its subscribers advanced services to maximize viewer choice. Additionally they provide the flexibility to allow Bharti Airtel to introduce future enhancements such as further interactive applications and NDS' world leading digital video recorder DVR technology. NDS continues its commitment to deliver and support state-of-the-art technology and innovative solutions for Bharti Airtel that will enable it to secure content and raise the standards of service available to pay-TV subscribers in India. Recently voted India's most innovative company and ranked amongst the best performing companies in the world, Bharti Airtel is a pioneering force in the telecom sector. With an aggregated 80 million customers, India's largest mobile operator is recognised for creating unique world-class products for the Indian market. Announcing this latest development in the company's DTH strategy, Mr. N. Arjun, Executive Director, Bharti Telemedia said, "Over the years we have delighted millions of customers with our telecom services and now with Airtel digital TV, we plan to deliver a magical inhome entertainment experience to TV viewers. DTH is the future of television in India and with Airtel digital TV we bring the best combination of latest technology and exciting content. With the support of our technology partner NDS, we look forward to providing superior, state-of-the-art services to our DTH service customers." Sue Taylor, Senior VP and General Manager of NDS Asia Pacific, said: "Bharti Airtel's decision to launch their DTH service with a suite of NDS solutions is a validation of the technology leadership of NDS and recognition of the significant investment in NDS' capabilities in India over the past eight years. We are honoured to be part of this new frontier in Indian pay-TV and to assist Bharti Airtel in delivering the latest leading edge digital and interactive entertainment services to their subscribers." NDS has a global presence, with local sales and support offices in key markets all over the world including Mumbai and New Delhi. In addition, NDS' R&D facility in Bangalore has been operational for eight years, employs over 1,000 people, and has played a key role in the development of Bharti Airtel's state-of-the-art NDS digital broadcast solution. About Bharti Airtel 20

Bharti Airtel Limited, a group company of Bharti Enterprises, is India's leading integrated telecom services provider with an aggregate of around 80 million customers as of end of September 2008, consisting of 77.47 million mobile customers. Bharti Airtel Limited has been voted India's most innovative company in a survey conducted by The Wall Street Journal. Bharti Airtel is structured into three strategic business units - Mobile services, Telemedia services and Enterprise services. The mobile business provides mobile & fixed wireless services using GSM technology across 23 telecom circles. The Telemedia business provides broadband & telephone services in 95 cities, DTH services and is foraying into the IPTV segment. The Enterprise business provides end-to-end telecom solutions to corporate customers and national & international long distance services to carriers. All these services are provided under the Airtel brand. Airtel's high-speed optical fibre network currently spans over 83,389km covering all the major cities in the country. The company has two international landing stations in Chennai that connect two submarine cable systems - i2i to Singapore and SEA-ME-WE-4 to Europe. For more information, visit www.bhartiairtel.in About NDS NDS Group plc (NASDAQ:NNDS), a majority owned subsidiary of News Corporation, supplies open end-to-end digital technology and services to digital pay-TV platform operators and content providers. See www.nds.com for more information about NDS. Read about the latest developments at NDS and in the pay-TV industry in World Vision Cautionary Statement Concerning Forward-looking Statements This document may contain certain "forward-looking statements" within the meaning of the Private Securities Litigation Reform Act of 1995. These statements are based on management's views and assumptions regarding future events and business performance as of the time the statements are made. Actual results may differ materially from these expectations due to changes in global economic, business, competitive market, regulatory and other factors. More detailed information about these and other factors that could affect future results is contained in our filings with the US Securities and Exchange Commission. Any "forward-looking statements" included in this document are made only as of the date of this document and we do not have any obligation, nor do we undertake, to publicly update 21

any "forward-looking statements" to reflect subsequent events or circumstances, except as required by law. Bharti-Airtel Selects envIOWorks Platform to Add Social Marketing to its Hello Tune Service. New Application Built on the envIOWorks Platform Drives Ringback Tone Sales for India's Largest Mobile Operator ANDOVER, Mass., Sept. 29 /PRNewswire/ -- envIO networks today announced commercial deployment of its envIOWorks platform with Bharti-Airtel, India's leading mobile services provider. The envIOWorks platform is powering Airtel's Hello Tunes Manager(TM), available via a free download to Airtel's 75-plus million mobile customers. Hello Tunes Manager builds a social marketplace around Airtel's Hello Tunes ringback tone service. Users can instantly find out what tune they just heard or review a history of recently-heard tunes, and send ratings, comments and requests to their friends. With Hello Tunes Manager, users can search the Hello Tunes catalog to find the latest choices, receive recommendations from their friends or new tune promotions from the envIOWorks platform. Our Hello Tunes service lets our subscribers create and experience a personalized calling experience for their friends -- their social community" said Sanjay Gupta, Chief Marketing Officer - Mobile Services Bharti Airtel. "Music in its various forms, genres strikes a universal chord with mobile users and envIO's Hello Tunes Manager(TM) fits in with the vision of recognizing and leveraging the power of innovative mobile content as the right catalyst for social marketing. The service will enrich user experience of Hello Tunes, giving a whole new dimension to the way they engage with near and dear ones. We're seeing this increase both service usage and content consumption." envIO and Airtel released the Hello Tunes Manager in a "soft launch" in the second quarter of 2008 and have seen exponential growth in service usage, propelled entirely by the viral effect of social marketing. "We believe our success at Airtel is an excellent validation of our vision" said Prakash Iyer, Founder and CEO of envIO networks. "Mobile content is inherently social, and mobile users want a social experience around this content. Our platform delivers this -- and unleashes 22

the power of social marketing to accelerate discovery and consumption of all types of mobile content." About Bharti Airtel Limited: Bharti Airtel Limited, a group company of Bharti Enterprises, is India's leading integrated telecom services provider with an aggregate of 75 million customers. Bharti Airtel has been rated among the best performing companies in the world in the BusinessWeek IT 100 list 2007. Bharti Airtel is structured into three strategic business units -- Mobile services, Telemedia services and Enterprise services. The mobile business provides mobile & fixed wireless services using GSM technology across 23 telecom circles. The Telemedia business provides broadband & telephone services in 94 cities and is foraying into the IPTV and DTH segments. The Enterprise business provides end-to-end telecom solutions to corporate customers and national & international long distance services to carriers. All these services are provided under the Airtel brand. Airtel's high-speed optic fibre network currently spans over 78,540 kms covering all the major cities in the country. The company has two international landing stations in Chennai that connects two submarine cable systems -- i2i to Singapore and SEA-ME-WE-4 to Europe.

About envoi networks envoi networks, inc. uses its envIOWorks(TM) platform to enable social marketing of any type of mobile content through mobile and social networks. Funded by premier venture capital players, Matrix Partners and North Bridge Venture Partners, envoi is working with top wireless operators and other industry leaders around world. Bharti Wal-Mart, Punjab negotiate training tie-up New Delhi: Retailer Bharti Wal-Mart Pvt. Ltd, a joint venture (JV) between Bharti Enterprises and Wal-Mart Stores Inc., the worlds biggest retail chain, is in talks with the Punjab government to set up institutes to train people for jobs at cash-and-carry wholesale outlets it plans to open across India over the next few years. 23

If the talks succeed, the state government may offer free land and Bharti Wal-Mart will develop the training infrastructure. The 50:50 JV, formed in August 2007, is expected to start its first cash-and-carry outlet near Chandigarh in the first quarter of 2009. People trained in the institutes would be employed in stores elsewhere as well. Bharti WalMart plans to open 10-15 outlets in the next seven years and expects to employ some 5,000 people. A large trained force will be required to man its (Bharti Wal-Marts) joint venture operations and outlets, R.I. Singh, chief secretary of Punjab, told Mint. We are in talks with them for helping them set up institutes for providing training...the land will be provided by the state government. It needs to be worked out whether the land will be given free, he said. The number of institutes and number of people to be trained are also being worked out. We are working out the plans and things will be finalized within a year. The state government can justify giving free land for such a project given the employment it would help generate, said Jayant Kochar, managing director of New Delhi-based retail consultancy Go Fish Retail Solutions. I cant see why anyone would object even if they did (give free land), Kochar added. A Bharti Wal-Mart spokesperson said in an email the JV is looking at a public-private partnership with the state government to address the shortage of trained personnel in retail. We are in the process of working with the Punjab government to set up a training centre, the spokesperson said. In addition to creating jobs, we hope to create a pool of talent in Punjab by offering an opportunity for students to enrol and gain world-class knowledge and learn best practices in retail and cash-and-carry operations as a career, the spokesperson added. But it is still early days and details are yet to be finalized. To be sure, organized retail is still trying to strike roots in the country. After complaining about high rentals and other costs, a space crunch and lack of skilled employees, retailers facing mounting losses are slowing expansion, paring the number of outlets and cutting headcount, Mint reported on 22 September.

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Still, the sector is expected to create hundreds of thousands of new jobs in the coming years after it rides out those problems. A report by McKinsey and Co. released this month said organized retail will create at least 1.6 million jobs in the next five years. Bhartis separate retail venture, Bharti Retail Ltd, plans to invest up to $2.5 billion (Rs12,325 crore) by 2015 and hopes to create 60,000 retail jobs during the period. Bharti Retail, which has already set up the Bharti Academy of Retail in Ludhiana and Jalandhar and has trained at least 1,800 people, started its operations with three convenience stores in Punjab in April and now owns a dozen outlets. The company is looking at opening larger supermarkets ranging up to 40,000 sq. ft in Punjab by the year-end.

Bharti Airtel, Wal-Mart sign retail deal India's Bharti Airtel has signed a tie-up deal with Wal-Mart to open a chain of retail stores across the country, Sunil B. Mittal, Bharti Airtel's CEO said. Mittal declined to divulge the financial details of the deal, but said it would be a huge investment involving hundreds of stores in India. "It is going to be a large investment. There will be stores across the country. We are going to be a big player in this market and Wal-Mart will be a joint venture partner," Mittal told journalists. Mittal said it would take several months before the first of the stores opened their doors, but added, "We are talking here about several hundred stores eventually." He said the retail chain "will probably carry both brand names." India's booming retail market, estimated at about $200 billion, is currently dominated by more than 12 million mom-and-pop shops. Large air-conditioned stores remain a rarity. Bharti Airtel is already a popular brand in India since it provides mobile phone services to more than 24 million users.

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India does not allow overseas retail companies to open stores in the country. However, foreign companies can buy products from India to support their global supply chains, and Wal-Mart Stores operates a procurement center in the southern Indian city of Bangalore. Mittal said that the deal complies with existing government rules.

Implementing seven KM enablers at Bharti Following his feature in the last issue of KM Review, Arun Hariharan explains how the critical success factors he discussed were implemented at Bharti Tele-Ventures. At Bharti Tele-Ventures, KM is what KM does for business results and for creating an organizational culture of uninhibited sharing and replication of knowledge. KM is a tool to achieve business objectives faster and better - through an integrated set of initiatives, systems and behavioral interventions - to promote smooth flow and sharing of knowledge relevant to the business and to eliminate reinvention. KM is not an end in itself. We believe KM effectively deployed can be a powerful enabler of: * Consistent customer experience by reducing variation in performance across business units or across time. * Speed in business results by eliminating reinvention. * Converting individual knowledge into reusable organizational knowledge. * Empowering each employee to leverage the collective knowledge of the entire organization to service customers. Bharti has seven categories of eoablers for KM. Our initiatives under each of these categories are described below.

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Following his feature in the last issue of KM Review, Arun Hariharan explains how the critical success factors he discussed were implemented at Bharti Tele-Ventures. At Bharti Tele-Ventures, KM is what KM does for business results and for creating an organizational culture of uninhibited sharing and replication of knowledge. KM is a tool to achieve business objectives faster and better - through an integrated set of initiatives, systems and behavioral interventions - to promote smooth flow and sharing of knowledge relevant to the business and to eliminate reinvention. KM is not an end in itself. We believe KM effectively deployed can be a powerful enabler of: * Consistent customer experience by reducing variation in performance across business units or across time. * Speed in business results by eliminating reinvention. * Converting individual knowledge into reusable organizational knowledge. * Empowering each employee to leverage the collective knowledge of the entire organization to service customers. Bharti has seven categories of eoablers for KM. Our initiatives under each of these categories are described below. We also have communities of experts led by knowledge champions. These are functional experts in each of our critical business processes who collaborate and promote knowledge sharing, replication and performance improvement in their own area of specialization, with support and facilitation from the KM coordinators. Standard KM processes We have defined standardized, close-looped processes for knowledge sharing, replication and measurement. Knowledge sharing and replication that could help improve performance on critical business measures will no longer be a matter of chance or choice, but a mandatory activity like any other business process. Our business leaders are extremely supportive of institutionalizing these KM processes. In fact, the demand for such processes came from some of these leaders. 27

Culture and people engagement For creating an organization-wide culture of knowledge sharing and replication, and to institutionalize KM, it's critical for all employees to engage in KM activities, not just a fraction of them. To help us keep track, we're putting in place a measurement of "employee engagement in KM." Each mouth, the percentage of employees in every business unit and critical business process who have been part of at least one knowledge submission, knowledge replication initiative or knowledge-sharing session to the company knowledge base will be measured and reported. This will be included in regular business reviews. Our target is to have 40 percent employee engagement in all direcdy customer-impacting processes within a year and 80 percent within two years. Employee posters, communications, weeldy "did you know...?" emails and other media help bolster curiosity, excitement and awareness about KM among all employees. We also have a knowledge-dollar (KS) scheme under which employees earn K$ every time they share new knowledge in the company knowledge base or every time they replicate or apply knowledge shared by others. This and similar reward and recognition schemes have been institutionalized at the level of individual employees, functional heads and business units. The objective of these schemes is to create interest, excitement and motivation among people, and ensure that early adopters get high visibility so they serve as role models for others. Existing and new employees are also exposed to KM orientation training. All employees are encouraged and given rights to submit content to company knowledge repositories. Initially, we were deliberately not over-stringent about quality of content, and would publish most submitted content. This is important to encourage employees to make more submissions and create a culture of free knowledge sharing in the organization. We believe the initial phase of culture-building and encouraging free knowledge flow has largely been achieved. This phase lasted about 18 mouths. The "quality screws" are now being gradually tightened. Content under scrutiny Quality of content is ensured in two steps. First, all content submitted is scanned by a member of the KM team to ensure relevance to the business, quality of documentation and adherence to standard formats. It then goes to the knowledge champion and community of 28

experts who "own" the concerned knowledge repository. They review and approve, edit or reject content as required. Having standard formats helps us maintain quality and objectivity of content. These standards are also part of the KM orientation training, which a majority of our employees have gone through. We also have a knowledge-dollar (KS) scheme under which employees earn K$ every time they share new knowledge in the company knowledge base or every time they replicate or apply knowledge shared by others. This and similar reward and recognition schemes have been institutionalized at the level of individual employees, functional heads and business units. The objective of these schemes is to create interest, excitement and motivation among people, and ensure that early adopters get high visibility so they serve as role models for others. Existing and new employees are also exposed to KM orientation training. All employees are encouraged and given rights to submit content to company knowledge repositories. Initially, we were deliberately not over-stringent about quality of content, and would publish most submitted content. This is important to encourage employees to make more submissions and create a culture of free knowledge sharing in the organization. We believe the initial phase of culture-building and encouraging free knowledge flow has largely been achieved. This phase lasted about 18 mouths. The "quality screws" are now being gradually tightened. We also have a knowledge-dollar (KS) scheme under which employees earn K$ every time they share new knowledge in the company knowledge base or every time they replicate or apply knowledge shared by others. This and similar reward and recognition schemes have been institutionalized at the level of individual employees, functional heads and business units. The objective of these schemes is to create interest, excitement and motivation among people, and ensure that early adopters get high visibility so they serve as role models for others. Existing and new employees are also exposed to KM orientation training. All employees are encouraged and given rights to submit content to company knowledge repositories. Initially, we were deliberately not over-stringent about quality of content, and would publish most submitted content. This is important to encourage employees to make more submissions and create a culture of free knowledge sharing in the organization. We believe the initial phase of culture-building and encouraging free knowledge flow has largely been achieved. 29

This phase lasted about 18 mouths. The "quality screws" are now being gradually tightened. Content under scrutiny Quality of content is ensured in two steps. First, all content submitted is scanned by a member of the KM team to ensure relevance to the business, quality of documentation and adherence to standard formats. It then goes to the knowledge champion and community of experts who "own" the concerned knowledge repository. They review and approve, edit or reject content as required. Having standard formats helps us maintain quality and objectivity of content. These standards are also part of the KM orientation training, which a majority of our employees have gone through. SIDEBAR Bharti Tele-Ventures is India's first and largest private telecommunications company. It's a fully integrated telecom service provider with mobile, fixed line, long-distance and enterprise services

OBJECTIVE Objectives specify what learners will be able to do, or perform, to be considered competent. As such, they provide clear reasons for training. Another way to view objectives is that they are goals redrafted to state performances in terms that are clearly tangible to the reader. Reasons for objectives: Objectives are useful for students, instructors, and instructional designers. Some of the ways in which they are used include : To select and design instructional content, materials, or methods, it is necessary to have a sound basis by which success can be measured. Clearly defined objectives allow designers and instructors a method to find how successful their material has been.

30

The purpose of instruction is to improve performance. By clearly stating the results we want the learners to accomplish, we can identify if they have gained the appropriate skills and knowledge.

During Survey I have following objectives :* * * * To know about the market share of Airtel. To know about the satisfaction level of Airtel Customers. To know about the views and suggestions of Airtel Customers. To know about the problems faced by Airtel Customers.

FACTSHEET OF AIRTEL

Name Business Description Established Shares in Issue Listings

Bharti Airtel Limited. Provides mobile, telemedia services (fixed line) and enterprise services (carriers & services to corporates) July 07, 1995, as a Public Limited Company 1,897,148,464 as at June 30, 2007 The Stock Exchange, Mumbai (BSE) The National Stock Exchange of India Limited (NSE)

Customer Base

59,670,174 GSM mobile and 2,244,492 telemedia customers (Status as at month ended February 29, 2008)

Operational Network

Provides GSM mobile services in all the 23 telecom circles in India, and was the first private operator to have an all India presence. Provides telemedia services (fixed line) in 94 cities in India.

Registered Office

Bharti Airtel Limited (A Bharti Enterprise) Qutab Ambience (at Qutab Minar), Mehrauli Road, 31

New Delhi - 110 030 Tel. No.: +91 11 4166 6000 Fax No.: +91 11 4166 6011/12

COMPANYS QUALITY POLICY

QUALITY AND CUSTOMER SATISFACTION IS OUR BASIC BUSINESS PRINCIPLE. Bharti Airtel is committed to strive for the leadership in its product market by way of continuous improvement in the quality of its products and services and meeting the customer needs in time and every time at competitive price. This shall be achieved through continuous up gradation of technology and process improvement by involving all the employees, vendor, dealer and customers.

32

ORGANISATIONAL STRUCTURE

(CEO)
Chief Manager Additional Chief Security Officer Chief Manager establishment Senior Manager establishment

Senior Manager Administration & Welfare

Senior Manager Manager of Time Officer Recruitment

Senior Manager Medical

Senior Manager (CP & HRD)

Industrial Engineer

Training Manager

Hindi Cell Paper Library Provident Clipping Fund & And Pension Printing

33

The market share:

COMPANY REVENUE (Rs.Crore) Bharti Airtel Reliance Comm. Vodafone Essar BSNL Tata Tele Services Idea Cellular Spice Comm. MTNL Shyam Telelink HFCL Infotel *source: Businessworld 18,250 4,874 NA 39,750 NA 5,694 28,522 1,220 160 NA SUBSCRIBER BASE(million) 60 44 44 33 24 21 3.5 3 2.5 0.4 VALUATION (Approx.) $40 bn $30 bn $28-30 bn $55 bn $16 bn $18 bn $1.5 bn $3 bn $116 mn $90 mn

34

PRODUCTS

Airtel Prepaid Plans

Features: Total Cost Control Pre activated STD/ISD without deposits or rentals Strong Network Coverage Instant Balance and Validity Enquiry Recharge your Airtel Prepaid Prepaid Roaming More with Airtel Prepaid Reach us Anytime Anywhere

Total Cost Control Total Cost Control with Airtel Prepaid like never before. No more rentals or deposits simply recharge as much as according to need to from as low as Rs. 10, to as high as Rs. 10,000/-.

35

Pre activated STD/ISD without deposits or rentals Pre activated STD/ISD without deposits or rentals on Airtel Prepaid. No more paying deposits or having a minimum balance in users account to make an STD/ISD call. Hasslefree calls are here to stay! Strong Network Coverage Enjoy complete clarity when calling with Airtels world-class technology and unbreakable network coverage that spans over 23 circles across the country

Instant Balance and Validity Enquiry Users account balance is updated on the screen of his handset at the end of each chargeable call. User can also call 123 from his mobile phone and listen to the voice announcement or simply dial *123#, press 'OK' or 'YES' button and his account balance will be displayed on the screen of his handset. Recharge your Airtel Prepaid Recharging is Easy. The calling value on Users card keeps reducing as he make calls or use any other chargeable service. Choose the Airtel Prepaid Recharge Coupon thats right for you, from a variety of tailor made recharge coupons with different denominations, which are available at a number of outlets across your city. Simply follow the procedure mentioned below, to recharge your phone. Gently scratch the silver panel on the reverse of the recharge card for a 16-digit number. Call '123' and choose your preferred language. Follow the voice announcement and enter the 16-digit recharge number, when requested. More Recharge options: Flexible recharge voucher This unique recharge voucher gives you the option to choose between validity or talktime, as per your need.

36

Easy Recharge Recharge your Airtel Prepaid Card electronically with value that suits your needs, starting from Rs. 10 till Rs. 10,000. You can also recharge your Airtel Prepaid while roaming anywhere in the country. 24-hour Recharge via ATM Recharge your Airtel Prepaid round-the-clock at your nearest ATM. Just walk up to your nearest ATM, insert the ATM card and enter your ATM PIN number. Select 'Mobile Recharge / Bill Pay' from the main menu and follow the prompts to recharge your prepaid. This recharge option is available with all leading banks. SMS Recharge You may also register your mobile number at any of the member bank's ATM to avail the SMS recharge facility. Upon registration you will receive a registration PIN number. To recharge your prepaid, type, RC <Recharge Amount> <Registration PIN> and SMS it to the 3 digit SMS code of your bank. All future transaction will require this PIN. The code to which this SMS needs to be sent for various banks is as follows: Bank of Punjab: 550, Centurion Bank: 565, Citibank: 530, Corporation Bank: 545, DCB: 585, HDFC Bank: 540, ICICI Bank: 575, IDBI Bank: 520, ING Vysya Bank: 552, SBI: 535, UTI Bank: 525.

Internet Recharge User may log on to the Internet banking website of his bank and select the prepaid recharge option to recharge his Airtel prepaid. Many leading banks provide Internet based recharging. Validity Extension service Trade your talk time to extend the validity of your prepaid. Dial *141*001# and then, press the call button. Your validity would be extended by 1 day for a charge of Rs.15. You can similarly extend your validity for 5, 10, 15 or 30 days. Transfer Talk time Transfer talk time to another prepaid, just dial *143* number# and then press the calling button. You can transfer Rs.50 per request for which Rs.55 would be deducted from your 37

balance. For details call 121. Prepaid Roaming Airtel Prepaid comes preactivated with 'National Roaming', so you stay connected no matter wherever you are. You can also send or receive MMS, check your email and access other GPRS services while roaming in India as you would in your own city. While traveling abroad you can receive calls & send or receive SMS.

In case you are not able to login to any network while roaming, please follow these instructions: Go to "menu option of your mobile. Select Network option (Can be a sub option in setting, depending on the handset you use). Select "Manual" network. Select desired network More with Airtel Prepaid Airtel brings you, a wide range of Services that will change the way you communicate. Try them and discover a whole new world of fun and excitement. Call management Services Call waiting, call hold, call divert and Caller Line Identification Presentation all with your Airtel prepaid connection. Voice Mail When your handset is switched off, or youre too busy to answer the phone, Airtel Voicemail will answer your calls and record a message. The best part is that there's no extra monthly cost for setting up Voicemail - you just pay for the phone call when you use the service. SMS (Short Messaging Service) Send messages quickly and easily using text, if it's too noisy to talk or you don't have much

38

time. It's the way to share those interesting one-liners, important reminders and rib-tickling jokes, with anyone, anytime, anywhere in the world. Subscription Alerts Get regular alerts on news, jokes, business, health and films on your Airtel mobile phone with Subscription Services. SMS <SUB NEWS> to 53333 for News, <SUB JOKE> for Jokes, <SUB BIZ> for Business News, <SUB SPO> for Sports Alerts & <SUB VAASTU> for Vaastu tips. MMS (Multi-media Messaging Service): Jazz up your messages with pictures, images and video clippings, with MMS from Airtel! To activate MMS on your phone, SMS 'MMS' to 56465 and save service settings. Airtel Live Make your mobile the most happening entertainment destination with Airtel Live Airtel brings you the latest in entertainment and information services, right on your phone! Airtel Live WAP Services: Download the latest ring tones, games, wallpapers, videos and much more. You can also get news clips, watch live TV and download full songs on you phone. To get Airtel Live settings on your phone, SMS 'Live' to 56465 and save the settings that you receive as your preferred connection. Airtel Live Portal can be accessed from you GPRS enabled phone, by sending a SMS 'FUN' to 56465. Airtel Live Voice Services: Just Dial 56465, and name the service. For e.g. say ring tones to download your favorite ring tones. You can also choose a variety of content options like Live Cricket Commentary, latest National / International News, Movie Reviews or Stock Market Updates. Airtel Live SIM Services: Access loads of fun content and exciting services like cricket, stocks, on your phone at the touch of a few buttons with Airtel Live SIM based Services on your SIM card menu. To download new services on your Airtel SIM, choose the "What's new" option under the "Airtel services" menu. Airtel Live SMS Services: You can enjoy a host of services by sending a keyword as an SMS to 56465! Choose Astrology / Horoscope, Cricket, Bollywood / Hollywood / Indi Pop Ring tones. In case you need assistance SMS, Help to 56465. 39

Hello Tunes Tired of that boring old tring tring on your phone? Well now when a friend calls, you can make them groove to the hottest new tracks burning up the music charts with Hello Tunes from Airtel! You get a wide choice of songs in the Popular & New Arrivals categories that are updated regularly. What's more you can directly call the number for your kind of music, e.g. call 678005 for English New and 678001 for Hindi New. This would directly take you to your favorite artist's Hello Tunes listing. Copy a Hello Tune Get the tune you want, all you have to do is call 55055 and follow the simple voice instructions to copy your favorite Hello Tunes. Once inside the copy feature, just key in the 10-digit Airtel mobile number you want to copy the Hello Tune from and you get the same Hello Tune assigned to your number. Gift a Hello Tune Forget gifting chocolates, flowers and greeting cards. Say it with a song instead! Gift a Hello Tune to that special someone. Just call 55055 and choose the song that you want to gift. Follow the simple voice instructions and key in the 10-digit Airtel mobile number that you want to gift the Hello Tune to. You will get an SMS notification upon successful receipt of that gift. Buy Music - Airtel Music Shops Buying your favorite Hello Tune or Ring tone is as simple as recharging your phone with talk time. Simply walk into your nearest Airtel Shop and walk out with your favorite song. Choose from Bollywood Hits to Indipop Remixes, Hard Rock to Gujrati Garba, Bhajans to Jazz, Bhangra Beats to foot tapping Tamil Hits from a list of more than 18000 songs. It's as simple as: Choose your favourite song from the music catalogue available with the retailer. Retailer will just press a few keys on his phone and download a song (Hello Tune or Ring tone) to your mobile phone. In the case of Hello Tunes you will be required to dial 674 (toll free) to confirm acceptance of the song. You will also get an SMS confirming the successful download of your song. Finally you can pay the retailer for the song and walk out...as simple as that. 40

Reach us Anytime Anywhere In case you need assistance, dial '121' - our toll-free number, accessible from anywhere in the country, even while roaming. You can also send us an SMS to 121 or mail us at 121@airtelindia.com. *In case of email, mention your mobile no. like, 9810012345, in the subject of the mail for a quicker response.

Postpaid Plans
Features: Easy Billing Easy Payment Options. Anytime Anywhere Credit Limit Strong Network Coverage Long Distance Calling Facility Widest Roaming National and International GPRS Roaming Reach us Anytime Anywhre Easy Billing Enjoy a host of rich features only with Airtel e-bill. Register free on My Airtel section and view your monthly bill with call details for last three months. Sort your calls between 41

personal and official or analyze your usage, at the click of a button. To change tariff plan call IVR at 121 and leave a request, User can also send in their requests through email 121@airtelindia.com, log their request on My Airtel section of the website or SMS the change to 121. Easy Payment Options. Anytime Anywhre User can choose from a host of convenient payment options only with Airtel. Walk into any Airtel relationship centre and make their payments by cash or credit card. Drop a cheque at any of the drop boxes for making payments or simply log on to My Airtel section and pay instantly through their credit card. User can also opt for easy payment options like:-

Standing Instructions User can give us standing instructions to debit your credit card account for their monthly Airtel bills. All they have to do is fill the Standing Instruction Form and mail, fax it to us or drop it any of our relationship centres. Electronic Clearing System Fill an ECS form and mail, fax it or drop it any of Airtel relationship centres to directly debit User bank account for his monthly Airtel bill.

Pay while roaming Airtel has introduced 'Anywhere payment' that offers the convenience of making payments while User roam. Walk in to any Airtel Relationship Centre in the country, make payments by cash or credit card and enjoy uninterrupted Airtel Services.

Credit Limit

42

Users pre-set credit limit mentioned on his monthly bill helps him keep his mobile charges in control, keeps track of his usage and ensures that his mobile phone is not misused. Should User exceed his credit limit, he is informed via a voice or a non-voice message to make an interim payment and reduce his account balance below his credit limit. User may also choose to pay an additional refundable deposit to enhance his credit limit or opt for our convenient payment method of Credit Card Standing instruction .He can also make use of ECS facility. Strong Network Coverage Enjoy complete clarity when calling with Airtel .It offers the User world class technology and unbreakable network coverage that spans over 23 circles across the country. Long Distance Calling Facility Call long distance calls in India and Overseas with STD / ISD facility on your Airtel phone. Widest Roaming National and International Airtel's roaming service allows User to stay connected and use his mobile phone to make or receive calls from almost anywhere in India and also over 160 countries, abroad.

GPRS Roaming Use Airtel Postpaid's GPRS services, while roaming, to access the internet and office mails (eg. BlackBerry services), from almost anywhere in India and abroad. Reach us Anytime Anywhere In case User need assistance, dial '121' - our toll-free number, accessible from anywhere in the country, even while roaming. He can also send us an SMS to 121 or mail us at 121@airtelindia.com. *In case of email, mention your mobile no. like, 9810012345, in the subject of the mail for a quicker response. 43

Services

Subscribe for cool alerts at the click of a button! What's better is that you receive updates automatically on your Airtel phone.

44

Avail of special services like calling waiting, call hold, call divert and voice mail to manage all your accessibility needs with Airtel.

Let your phone do the talking, with our Mail and Messaging services. Make arrangements, share moments or just say hello...

Take your office wherever you go & access e-mail and Internet any time anywhere, with Airtel.

More services, for convenient use of your mobile from Airtel network.

Welcome to Airtel Mobile Phone Backup, a unique service that saves all the vital and precious information at the touch of a button.

45

Now secure your handset with this unique service, which helps you keep track of your mobile phone when its stolen or lost..

PROMOTION STRATEGY OF AIRTEL

Airtel

A man calls up his wife late at night to say something.

The wife says, Aath baar phone kar chuke ho, ab kya kehna hai?

The man says that he has called to say Good night.

46

Achcha baba, good night. Ab phone rakho, says the wife playfully.

She counts from one to three and stops. After a brief silence on...

...both sides, both of them speak out together and start laughing.

VO: Kabhi pyaar ke beech dooriyaan na aaye...

...Isliye ab Airtel pe STD sirf Rs. 1.50 rupaiye.

Tariffs
Going mobile is now a lot more affordable with amazingly reduced tariffs from Airtel .So go ahead and choose Airtels New Prepaid with lowest monthly cost of staying cellular,available for both new and existing customers. New Muskaan tariff Option 99+96 99+151 99+392 99+653 Calling value Validity 6 44 349 581 47 30 days 365 days 365 days 365 days

SUPER LIFE TIME Option 99 + 294 Calling Value 10 Validity SUPER LIFETIME

RCV RCV-52 RCV-75

VALIDITY 30 DAYS 30

TALK VALUE 0 0

REMARKS All Local call Call 50 Paisa @ Min All Local 50 Paisa @ STD & LL 1 @ Min

RCV-35 RCV-36 RCV-98 RCV-26 RCV-152 RCV-393 RCV-654 RCV-295

30 30 30 30 365 365 365 SUPER LIFE TIME

10 0 9 0 45 349 582 10

All Local Rs.1/-, STD 1/@ Min 360 Local SMS All Local Call Rate 1/ -@ Min 100 National SMS Free All Local Call Rate 1/- @ Min All Local Call Rate 1/- @ Min All Local Call Rate 1/- @ Min All Local Call Rate 1/- @ Min

RCV-95

30

A2A 30 Paise A2O 50 Paise A2LL 1 Rs.

RCV-150

30

All Local Call 50 Paisa @ STD 1 Gulf Calling @ 6.99, U.S Calling @3.99 All Local SMS 10 Paise, National SMS 25 Paise

NEW MUSKAAN PACK

48

FOR PRESENT CUSTOMER MRP : Rs. 321 CALL VALUE : Rs.150

FOR NEW CUSTOMER

MRP : Rs. 320 CALL VALUE :Rs. 149

ADVANTAGES VALIDITY : 1 YEAR FREE LOCAL & NATIONAL SMS : 250(Validity 30 Days) 2 Local Airtel to Airtel No. @ 10 Paise/ Minute. For Registering 2 Local Airtel No. Call 52521. Call Charges Rs. 2/Minute.

AIRTEL SAATHI PACK

Call at minimum rates on any of your 2 favourite nos. Airtel to Airtel Airtel to Mobile Airtel to LandLine Airtel to STD : : : : 10 Paise/Minute. 40 Paise/Minute. 65 Paise/Minute. Rs. 1/Minute. 49

Charges Rs.5/Week.

*Terms & Conditions Apply

Airtel
-: Present :-

Nokia Bundle Offer

FRC 94

*Validity 1 year *A2A Talk Value 150 Min * Free Local SMS 300 (For First Month)

Life Time Validity

FRC 195

*Vaidity : Life Time * Free Local SMS 300 (For First Month) *Terms & Conditions Apply

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Various Promotion Schemes were used which are as follows:-

Promotion Schemes

Airtel Connection New Offer

Validity 1 year A2A Talk Value 150 Min Free Local SMS 300 (For First Month)

1 Latest Songs MP3 Free ALL THESE IN JUST 94 RECHARGE ONLY *Terms & Conditions Apply

RESEARCH METHODOLOGY
Title of the study: MARKET SURVEY

Definition of marketing survey : We define market survey as the systematic design and collection, analysis and reporting of data and findings relevant to a specific marketing situation facing the company

51

To monitoring a changing marketing environment, marketer need to develop specific knowledge about the particular market. For this purpose marketer want to gather information from various ways, in this ways marketing survey is most important way to collect lot of information about a specific market condition.

Duration of the Project:

I have done successfully 45 days training in airtel mobile services in marketing field. This training period was very beneficial to learn lot of knowledge.

Objective of the Study:

A project cum training is an essential part of M.B.A. curriculum. This study was conducted on Marketing survey to find out the position of the company in the market against competitor.

Definition of Research
The word research is derived from the Latin word meaning to know. It is a systematic and a replicable process which identifies and defines problems, within specified boundaries. It employs well designed method to collect the data and analyses the results. It disseminates the findings to contribute to generalizeable knowledge. The five characteristics of research presented below will be examined in greater detail later are: Systematic problem solving which identifies variables and tests relationships between them. Logical, so procedures can be duplicated or understood by others. Empirical, so decisions are based on data collected. Reductive, so it investigates a small sample which can be generalized to a larger population. Replicable, so others may test the findings by repeating it.

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OBJECTIVE OF RESEARCH
Research design phase :This phase mainly involve stating the conceptual structure within which research would be conducted. The main steps involved in this phase are as: Sampling Plan: The sample was selected for the study by convenient method. This type of sampling where each & every item in the population has an equal chance of inclusion in the sample.

Sample unit: Under the study the customers are considered the sample unit in Jodhpur, Jaipur & Jaisalmer Districts. Sample size The sample for research consisted of 100 Customers of Jodhpur , Jaipur & Jaisalmer Districts. The sample was spread all over the Jodhpur, Jaipur & Jaisalmer Districts. The sample size was restricted to 100 because of financial & time constraint.

SOURCES OF DATA COLLECTION

There are two sources: 1. 2. Primary sources:Primary data is collected through market survey. Secondary sources:Secondary sources are websites and brouchers.

Preparation of Questionnaire :The questionnaire was prepared by the researcher himself. The preparation of questionnaire was done by keeping the objective of study in mind. The researcher took some help from experts during the framing of questionnaires. The preparation of 53

questionnaire took about 4-5 days. The questionnaire used for study was of closed type since it is free from bias nature of respondents.

Analysis phase :After the data has been collected the researcher tabulated the data from the tables the researcher analyzed the data. During the analysis of data help of various types of charts & graphs was taken. The analysis phase took about seven days. For further results weighted average method was used whenever required. Finally on the basis of analysis various results and conclusions were drawn.

SCOPE OF THE STUDY

This study shows the Market position of the company. This study tries to focus on Market and Brand Image. This study also tries to focus enhance the goodwill of the company. This project study also focus on importance of market survey and data analyzing. In this project study, I try to develop overall idea of marketing Concept.

Data Analysis & Interpretation

Q1.

Which mobile service provider you prefer the most ?

1. Airtel 2. Vodafone 3. BSNL

30% 24% 20% 54

4. Any other

26%

26%

30% 1 2 3 4

20% 24%

Q2.

For how long you are using their service ?

1. Less than 6 months 2. 1 Year 3. 2 Years 4. Above 2 Years

6% 13% 9% 72%

55

6%

13% 9%

72%

Less than 6 months

1 Year

2 Years

Above 2 Years

56

Q3.

Why do you prefer a particular service ?

1. Economy 2. Service 3. Brand

32% 53% 15%

15% 32%

53%

Economy

Service

Brand

57

Q4.

Kindly mention your area of concern ?

1. Network Issue 2. Billing Issue 3. Service Issue

39% 38% 23%

23% 39%

38%

Network Issue

Billing Issue

Service Issue

58

Q5.

Which service provider offers you attractive schemes? 44% 24% 9% 23%

1. Airtel 2. Vodafone 3. Bsnl 4. Any Other

23% 1 44% 9% 2 3 4

24%

59

Q6.

Which service provider has wider network coverage? 39% 28% 15% 18%

1. Airtel 2. Vodafone 3. Bsnl 4. Any Other

18% 39% 15% 1 2 3 4

28%

60

Q7.

Which service provider provides you less roaming charges? 20% 19% 15% 46%

1. Airtel 2. Vodafone 3. Bsnl 4. Any Other

20% 1 46% 19% 2 3 4

15%

Q8.

Which service provider provides you faster GPRS service ? 43% 21% 9% 27%

1. Airtel 2. Vodafone 3. Bsnl 4. Any Other

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0% 27% 1 43% 2 3 9% 4 5 21%

Q9.

How would you rate customer care service of your service provider ? (Only for Airtel Customers)

1. Excellent 2. Good 3. Average 4. Poor

17% 44% 31% 8%

62

8%

17%

31%

44%

Excellent

Good

Average

Poor

10.

How would you rate customer care service of your service provider ?

(Only for Bsnl Customers) 1. Excellent 2. Good 3. Average 4. Poor 8% 30% 21% 41%

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8%

41%

1 30% 2 3 4

21%

11.

How would you rate customer care service of your service provider?

(Only for Vodafone Customers) 1. Excellent 2. Good 3. Average 4. Poor 5% 33% 33% 29% 64

5% 29% 33% 1 2 3 4

33%

12.

How would you rate customer care service of your service provider?

(For other network customers) 1. Excellent 2. Good 3. Average 4. Poor 12% 36% 40% 12% 65

12%

12%

40%

36%

Excellent

Good

Average

Poor

Q13

What is the best part of your service provider? 33% 28% 39%

1. Network 2. Plans 3. Service

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39%

33%

28%

Network

Plans

Service

Q14

Which plan do you like in airtel? 45% 33% 22%

1. Muskaan pack 2. saathi pack 3. Life time

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22% 1 2 3 33%

45%

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SWOT ANALYSIS

STRENGTHS Bharti airtel is a rapidly growing communication company Bharti Airtel is the largest telecom company in private sector. In just over few years, there are so many customers across the country & the number keeps on increasing. The good quality and brand image of Bharti airtel reliance, rainbow, and others also. BHARTI AIRTEL is having nearly a large market share in communication product segment. Customer satisfaction level is very high. Company is always trying to satisfied their customer very most. Company is having a very good network all over the country. So any kind of network busy problem has decrease. To enhance the service quality of products is having a full fledge R&D department. This department is consistently involved in providing better quality of service. The sales force of company is very effective. Bharti Airtel has approx more than 5000 tower in Rajasthan and of sept end. That provide better service as compare to another telecom companies. is playing a important part in

competition with other communication company like Vodafone, Idea, bsnl, tata indicom,

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WEAKNESS The price of some plan is very high in comparison with other companies. For some product advertisements on Television and in Print media can be used. If we talk about rural area network its clarity is not good in comparison to other competitor. The rural area network courage is also not fine. The value added service is very expensive and that will be activated some time pressing any key while taking on mobile.

OPPORTUNITIES As the customer perceives that the company is good so company should expand its area of operations. Company can offer products plans at lower price. Company has believed in Quality service. This policy will attract more customers to prescribe its product. The communication market growing opportunities is very high rate. The Bharti is also launched in DTH sector, Insurance sector, Software development sector and also provide broad band connection to access the internet.

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THREATS The biggest threat in this highly competitive market is from competitors. The pricing strategies of the competitors. Higher price of Stv plans and other plans in comparison to competitors. Changing preferences of the customer using services. Competitor provide good scheme in comparison to our company. As the various alternatives are available in the market so the customers can go for other service providing company also. Rising cost and competition.

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LIMITATIONS
The data was mainly collected by the means of questionnaire. Thus it may have following limitation :1. 2. 3. It is difficult to know whether willing respondents are truly responding or not. There may be some uncertainty about the response of the respondents. The information supplied by respondent may not be correct and it may be difficult to verify the accuracy of the information provided. 4. 5. The research work is affected by time and cost constraints. The result was confined to Moga, Faridkot and Muktsar Districts only and the responses/ results obtained cant be generalized to other populations.

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CONCLUSION
From the survey I reached on the conclusion that Airtel is the first choice of the consumers. Most of the respondents prefer Airtel Mobile Provider Services. Maximum respondents are using this mobile connection for above 2 years. They prefer to avail this connection because of its good services. According to most of the respondents Airtel has wider network coverage as compared to any other company. In the views of mostly respondents airtel provide them fastest GPRS Service. Airtel Service provider gave them attractive schemes from time to time. The conclusion of my study is that Airtel Service Provider is the No. 1 choice of most of the consumers but according to their views the call rate is a little bit high. So Airtel should reduce its call rates to make it more popular among the consumers.

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SUGGESTIONS
Definition of Suggestion A suggestion is a specific idea to improve an existing condition. For the improvement of Bharti Airtel I have following suggestions for the company :1. 2. 3. 4. 5. Company should reduce its call prices because of tough competition in the market.. Company should arrange some exhibition for the popularity of its services. Company should give more stress for the advertisement. Company should give attractive schemes to the consumers. Company should reduce its roaming prices.

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QUESTIONNAIRE
Corporate Name ................................. Contact Person ..............................

Address ...............................................Contact No. ...................................

Q1.

Which mobile service provider you prefer the most ? a.Airtel b.Spice c.Hutch d.Any Other

Q2.

For how long you are using their service ? a.Less than 6 months b.1 Year c.2Years d.Above 2 Years

Q3. / Q4.

Why do you prefer a particular service ? a.Economy b.Service c.Brand

Kindly mention your area of concern ? a.Network Issue b.Billing Issue c.Service Issue

Q5.

Which service provider offers you attractive schemes? a.Airtel b. Spice c.Hutch d.Any Other

Q6.

Which service provider has wider network coverage ? a.Airtel b.Spice c.Hutch d.Any Other

Q7.

Which service provider provides you less roaming charges ? a.Airtel b.Spice c.Hutch d.Any Other

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Q8.

Which service provider provides you faster GPRS service ? a.Airtel b.Spice c.Hutch d.Any Other

Q9.

How would you rate customer care service of your service provider ? a.Excellent b.Good c.Average d.Poor

Q10. What is the best part of your service provider ? a.Network b.Plans c.Service

Signature ................................................................... Date of Visit ............................................................. Designation ............................................................... Remarks .................................................................... Current Plan................................................................

Thanks! for sparing your valuable time.

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BIBLIOGRAPHY
BOOKS :* * * Research Methodology Marketing Strategies Kothari, C.R. Kotler Phillip

Literature Provided by the Company.

WEBSITES: * * www.airtel.com www.bharti.com

SEARCH ENGINES * * * * www.google.com http://www.msn.com www.yahoo.com www.wickypedia.com

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