PROJECT REPORT

ON Analytical study on Airtel products UNDER THE KIND GUIDANCE OF Mr. Satya Prakash Rai Developoement Officer

Airtel India
At Allahabad

SUBMITTED TO: Dr.Bimal Agrawal Director B.B.S.I.M.S. 072507008

SUBMITTED BY: Anil Pratap Singh M.B.A. 2007-09 Roll No.

B. B.S. INSTITUTE OF MANAGEMENT STUDIES Affiliated by U.P.T.U .Lucknow 33, KNOWLEDGE PARK III, GREATER NOIDA, (U.P.)

A PROJECT REPORT ON

AIRTEL INDIA

Summer Training Project Report Submitted Towards Partial Fulfillment of Master of Business Administration

SUBMITTED TO : Dr.Bimal Aggrawal Director B.B.S.I.M.S.

SUBMITTED BY : Anil Pratap Singh M.B.A. Roll No. :0725070008

B.B.S.INSTITUTE OF MANAGEMENT STUDIES GR. NOIDA

To whom it may concern

This is to certify that Mr. Anil Pratap Singh S/o P. B. Singh has successfully completed the training in Airtel India Limited under the guidance of Mr. Satya Prakash Rai (Development Officer). The project entitled "Promotional Activities of Airtel Products &
Services".

I wish for his bright future.

Dr. Bimal Agarwal Director B.B.S.I.M.S. Gr. Noida

DECLARATION
I am, Anil Pratap Singh hereby declare that the project entitled "Promotional Activities of Airtel Products & Services" is my original work, done by me.

Now it is an asset of B.B.S.Institute of Management studies, Gr. Noida which is affiliated from UPTU, Lucknow. All the rights for using this project report lie with the institute. Unauthorized copying, hiring, broadcasting, or rental of this project without permission from the institute will be considered illegal.

(Anil Pratap Singh)

PREFACE
It's a thing of massive gratification for me to present this project Report on the topic "Promotional Activities of Airtel Products & Services" completed in an unrivaled organisation. I know that even in the areas in which I have a little knowledge, I do not know enough. There are new tasks in these areas for which tarn not yet equipped with tested, proven approaches and tools. New areas of challenge and new technology problems has arisen, where 1 have done 7 little work so far and where I have so far only ignorance rather than even a modicum of knowledge.

This project attempts to identify and define areas related to consumer behavior regarding new connection services. It also attempts to develop at least first approach to these areas, to think through policies, principles, and practices to accomplish the new tasks and to satisfy the customer needs. By this practical training I am able to equip the

manager with the understanding, the thinking, the knowledge, and the skills for today's and also for tomorrow's market exigency. Initially I was just having the bookish knowledge about all Marketing policies, practices and functions, but after joining this organization, I got most of the practical knowledge. I have come to know, what actually happens in the organizations. Though it is not possible to have the information of all the spheres in market, in such a very short period, but I tried to get more and more about all functions and practices applied in practical working, I have particularly stresses on. This study, complex as it is, has acquired new dimensions with the dynamic social and technological changes of the past two decades. Changing technologies, cultural diversity, more educated work force and awareness of rights and privileges have prompted a new look at the entire organizational structures and systems. This project report has

been painstakingly and thoroughly prepared to cover extensively various facets - both micro as well as macro - of the field of telecommunication marketing. Its coverage is broad and up to date and it is balanced in terms of concept and application. Since customers are the most important asset of any organization, there is increased emphasis on the need for understanding people in a manner to satisfy them through quality of services. The language of the presentation is highly communicative so that it becomes interesting and comprehensible. This project is intended for a wide audience. It will be useful to not only the students of management, marketing management and consumer behavior, but also to the people in any other field and management practitioners who want to understand and enrich their understanding of consumer trends & effectively manage their sales.

ANIL PRATAP SINGH

ACKNOWLEDGEMENT

Presenting a project of this type is an arduous task, demanding a lot of time. I cannot in full measure reciprocate the kindness shown and contribution made by various persons in this endeavor. I will remember all of them with gratitude. I am thankful to B.B.S Institute of Management Studies, Gr. Noida
for having shaped my understanding towards the project thought his

rich and varied teaching, professional help and encouragement. It was only with the help of his expert guidance that this project was duly completed.

I am extremely gratified to Mr.Bipin Singh Faculty Guide, BBSIMS , Gr. Noida, who was extremely helpful for project report.

10

I am always beholden to my God, for always being with me and showing me the right ways, my family, for always doing favors to me and my friends and colleagues consistently helped with

encouragement and criticism throughout the project work, for always lifting my sights to higher vision, raising my personality beyond normal limitation and for realizing me my strengths and potential, specially my brother, as

I did not always welcome her exhortation, "try again; you can do better." But this project owes a great deal to it - and so do I.

ANIL PRATAP SINGH

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TABLE OF CONTENTS
S.NO CONTENTS . 1. 2. 3. 4. 5. 6. 7. 8. 8. 9. 10. 11. 12. 13. Acknowledgement Executive Summary History Company Profile Objective of the study Research Methodology Products & Services Limitations Recommendations Recommendations Analysis Conclusion Annexure Bibliography 11-12 13-41 42-51 52-53 54-56 57-88 89-93 94-95 93-94 96-102 103-104 105-107 108-109
PAGE NO.

12

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

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

13

with other telecom service providers. Airtel works on the policy of providing maximum satisfaction to its customers by providing effective and efficient services.

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

14

HISTORY OF AIRTEL

Sunil Bharti Mittal

The founder Chairman of Bharti Enterprises

15

AN OVERVIEW
BHARTI AIRTEL LIMITED
The company is a part of
Bharti Enterprises

, and is India's leading provider

of telecommunications services. The businesses at Bharti Airtel have been structured into three individual strategic business units (SBUs) - mobile services, broadband & telephone services (B&T) & enterprise services. The mobile services group provides GSM mobile services across India in 23 telecom circles, while the B&T business group provides broadband & telephone services in 90 cities. The Enterprise services group has two sub-units - carriers (long distance services) and services to corporates. All these services are provided under the Airtel brand.

16

BUSINESS LINES

Mobile Services

Broadband and Telephone Services

Long Distance Services

Enterprise Services

BUILDING TELECOM... BUILDING RELATIONSHIPS Bharti Airtel Limited, a part of Bharti Enterprises ,is India's leading provider of telecommunications services. The businesses at Bharti Airtel have been structured into two main strategic business groups - the Mobility Leaders business group and the Infotel Leaders business group. The Mobility business group provides GSM mobile services across India in twenty three telecom circles, while the Infotel business group provides broadband & telephone services, long distance services and enterprise services. All these services are provided under the Airtel brand.

17

BHARTIS BUSINESS FOCUS

Vision
THINK FRESH AND DELIVER MORE TO OUR CUSTOMERS BY:-

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

18

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

subscribers, Airtel commands nearly 20% share of the market making it the number one brand in the country. Airtel's world class

19

service and innovative products have enabled it to establish this position of leadership.

20

TECHNOLOGY AND STRATEGIC ASPECTS

Telecommunication is a vital infrastructure. It is also technology intensive. It is, therefore, necessary that the administration of the policy in the telecom sector is such that the inflow of technology is made easy and India does not lag behind in getting the full advantage of the emerging new technologies. An equally important aspect is the strategic aspect of telecom, which affects the national and public interests. It is, therefore, necessary to encourage indigenous technology, set up a suitable funding mechanism for indigenous R&D so that the Indian Technology can meet the national demand and also compete globally.

21

Implementation. In order to implement the above policy, suitable arrangements will have to be made (a) protect and promote the interests of the consumers and (b) ensure fair competition.

22

Quality of Service (QoS)

As per TRAI Act, 1997, TRAI has to prescribe QoS parameters. Government recognises that QoS parameters are extremely important and have an impact on investment and roll-out decisions of operators. TRAI would be requested to prescribe QoS parameters for provisioning of broadband service using various access technologies at an early date.

Simplification of SACFA / WPC clearance

The VSAT operators shall be allowed to start the installation process for VSAT terminals after a period of one month of submitting all relevant documents to WPC for SACFA / WPC clearance wherever the total height of such installation is less than 5 meters above the rooftop of an authorised building.

23

In the case of Receive Only VSAT terminals and DTH with Receive Only Internet, no SACFA / WPC clearance will be required wherever the total height of such installation is less than 5 meters above the rooftop of an authorised building.

Government has decided that the reference to WLL in IND49 of NFAP-2002 shall be deleted to promote use of indigenously developed technologies. This would enable service providers, other than basic service operators, to use the 1880-1900 MHz band for provision of various services under their licence.

A transparent scheme is being outlined separately for timebound frequency allocation, siting clearance and wireless licensing by removing the cumbersome procedures,

computerisation and by setting predetermined standards.

24

OTHER ISSUES

Bandwidth a vailability including international bandwidth is a major driver for broadband services. In a competitive environment, service providers are expected to take appropriate steps for making required bandwidth available in a time bound manner within their licence framework. Cost of bandwidth constitutes a major cost component for Broadband services. Government and TRAI would address this issue on priority. TRAI has already issued a consultation paper for international bandwidth leased line cost and is expected to address the issue shortly.

Governments have recently decided to reduce the licence fee for Infrastructure Provider category-II, who provides end to end bandwidth, to 6% of Adjusted Gross Revenue (AGR). Further,

25

the amount of bank guarantee for such service provider has also been reduced to Rs.5 crores from Rs.100 crores.

National Internet Exchange of India (NIXI) has been set up by DIT, Government of India to ensure that Internet traffic, originating and destined for India, should be routed within India. It is expected that NIXI will take appropriate steps for increasing the utilization of such facilities

26

ISCAL ISSUES

The Department of Telecommunications assigns a very high priority to indigenous manufacture of Broadband related equipments. It shall endeavour to work closely with the concerned Ministries and Manufacturers' Associations so that the equipments are available at an affordable price. The department is conscious of the fact that Broadband services can reach the urban and rural consumers only if services are offered at affordable and easy terms. Department of

Telecommunications will work out a package in consultation with Ministry of Finance and related Departments as well as concerned service providers to achieve this.

27

JOB PROFILE

New Delhi, May 17, 2007: Bharti Airtel, Indias leading telecom services provider today introduced its popular Lifetime Prepaid at a lower price point of Rs 495 only. Airtel is the first mobile services provider in the country to offer Lifetime Prepaid at this price point. This is a significant initiative that further reinforces Airtels commitment to make mobile more affordable and provide greater value to the Airtel prepaid customer. Mr. Sanjay Kapoor, President, Mobile Services, Bharti Airtel Limited said, "As industry leaders, Airtel has always been at the forefront of driving growth and expanding the market horizon in the telecom space. Lifetime Prepaid is a revolutionary concept that we had earlier introduced to the Indian mobile user.

28

Our 495 Lifetime product is at an attractive price point and it marks our strategic intent to drive affordability and

consumption in the prepaid category further. Going forward, we will continue to explore innovative products such as these that will enhance our customers value and significantly contribute towards increasing Airtels market and revenue share in the future. The 495 Lifetime Prepaid offers an Airtel user full talk time on all future recharges. Under the new Lifetime Prepaid, the customer can stay mobile by paying just Rs. 495 and using a minimum of Rs 200 every 180 days to continue enjoying lifetime validity benefits. With effect from May 18, 2007, Lifetime Prepaid 495 is available to all existing as well as new Airtel mobile users. Therefore, even existing Airtel Easy Lifetime prepaid subscribers can choose to avail this offer by recharging with Rs 495. Airtel has always been a frontrunner in

29

providing affordable services to its subscribers, be it with its Rs 200 recharge, Lifetime prepaid and Easy Lifetime prepaid.

Rs 495 Lifetime Prepaid Tariff Details: MRP Rs. 495 Talktime Rs 10 Processing Fees Rs 430.55 Validity Lifetime * Existing Lifetime prepaid tariffs are applicable Bharti Airtel Limited, a group company of Bharti Enterprises is one of India's leading private sector providers of telecommunications services with an aggregate of 40.80 million customers as of end of April '07, consisting of 38.89 million mobile customers. Bharti Airtel has been rated among 10 best performing companies in the world in the BusinessWeek IT 100 list.

30

Bharti Airtel is structured into three strategic business units Mobile services, Broadband & Telephone (B&T) services and Enterprise services. The mobile business provides mobile & fixed wireless services using GSM technology across 23 telecom circles. The B&T business provides broadband & telephone services in 94 cities. The Enterprise services provide 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 40,000 kms covering all the major cities in the country The Indian

Telecommunications Market With a population fast approaching one billion and an under developed telecommunications infrastructure, Indias unfulfilled demand for telecommunications products and services is huge. India is currently the world's second most attractive telecommunications products and services market:

31

Indias teledensity is just 1.38 phones per 100 hundred inhabitants (one of the lowest teledensities in the world); 2.3 million people are on Indias registered waiting list for phones (it takes two or more years to get a phone in India); 97 percent of India's 600,000 villages have no telephone at all; The demand for basic telephones lines in India is expected to reach 31 million by 2001, 42 million by the year 2005, and 64 million by 2006, up from the current total of 9 million, and this will require an investment of at least $60 billion by 2006 (at current prices and import duty structures). The Indian Telecommunications Market (US$ million) Total Market Size Total Production -Total Imports 982 -1261 -1628 Local 2293 3054 4094 2006 3275 2007 4315 2008 5722

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Imports from the U.S. Subsector 91 116 651

(US$ million)

Switching & Transmission equipment 3800 Value-added services VSATs (Very Small Aperture 560 Terminals)
Source: National Trade Databank

660

In addition to the pent-up demand for telecommunication products and services in India, Indian companies have a strong interest in the latest U.S. telecommunication products and technologies; U.S.

telecommunication products and technologies are highly regarded in

33

the Indian market place. But U.S. companies cannot afford to passively wait for market opportunities to open in India. French, German, Swedish, Japanese, Korean, Canadian, Australian,

Singaporean, Finnish, and Hong Kong firms are all aggressively marketing their telecommunications products in India.

The Current Structure of India's Telecommunications Monopoly

Until 1985, the Indian Telegraph Act of 1885 and the Wireless Telegraph Act of 1932 provided the legal basis for the central government's telecommunications monopoly. Under these laws, posts and telecommunications were combined in one P&T department run by the Ministry of Communications. In the late 1970s and early 1980s protests against poor service by subscribers, politicians, industrialists,

and business leaders coincided with global and national pressure for liberalization. As a result, a parliamentary committee was established in 1981, which recommended numerous structural and service

34

improvements. Under the advice of this committee, Rajiv Gandhi ordered the bifurcation of the Ministry of Posts and Telegraphs in 1985. A separate Department of Telecommunications (DoT) was established under the Ministry of Communications and two supposedly autonomous public sector undertakings (PSUs) were created to expand, develop, and manage crucial segments of the Indian telecommunications system. The Mahanagar Telephone Nigam Limited (MTNL) was set up to run services in Delhi (the nation's capital) and Mumbai, formerly Bombay (the nation's commercial center), which together account for 25 percent of the nations phone lines.

Telecommunication in the rest of the country continues to be run as a government department because of staff resistance to change.

35

Videsh Sanchar Nigam Limited (VSNL) was set up to run international services. DoT was established as the exclusive, self-regulating provider of domestic and long-distance service. From 1993-1997, DoT doubled practically every aspect of the telecommunications infrastructure in India, from the number of telephones in service to the long distance route kilometers. DoT did not, however, succeed in reducing the registered waiting list for telephones, and in 1994, the government acknowledged the need to liberalize Indias telecommunications market.

India's Network Development, 1992-1996

Indicator Telephones (thousands) in

2001 2002 service 6706 7713

2003 8877

2004

2006

10588 12892

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Telephone inhabitants

lines

per

100 0.77

0.88

0.99

1.15

1.38

New lines installed (thousands) 735 Lines in service (thousands) Lines in service per 100 0.67

987 0.77

1229 8026 0.89

1770 9795 1.07

2183 11978 1.28

5810 6797

inhabitants Long-distance route kilometers 94476 107462 122957 142113 168633 Number telephones Local call pulses (billions) Registered waiting list for telephones (thousands)
Source: Department of Telecommunications, India

of

village

public 74404 104476 137447 185136 216632

29.8

40.1

46.7 2497

58.6 2153

78.5 2277

2289 2845

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

37

The NTP has led to various liberalization successes. However entrenched bureaucracy, inefficient lobbying and poor public information campaigns have largely undermined the policy

domestically, and demand for telephone lines in India remains extremely high. On the international front, the NTP has prevented India from making more liberal commitments to the WTO. India has refused to go beyond the NTPs very limited policies in making commitments to the WTO Basic Telecommunications Agreement.

38

The NTP provides that: DoT will not be corporatized, which ensures that labor unions have no big issue to fight; Private sector companies will be issued licenses for statewide operations in competition with DoT for basic telephones. This establishes a duopoly system for 15 years in 21 statewide service areas (or circles); Mobile telephone services will be offered solely by non-DoT private sector companies, at least two in each service area. The initial license period is 10 years, extendable thereafter in five-year increments; Foreign equity participation will be allowed in public telephone operations of at least 500,000 basic telephone customers and 100,000 mobile phone customers; Private carriers must commit to public service obligations such as rural area coverage and public telephones; Interstate and international telecommunications will be the exclusive monopoly of DoT and its company VSNL.

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Projected demand for telephone lines in India

Year (AprilMarch) 1998-1999 1999-2000 2000-2001 2001-2002 2002-2003 2003-2004 2004-2005 2005-2006 2006-2007

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

Increase (million lines)

3.1 2.9 3.4 3.9 4.5 5.1 6.0 6.7

Source: Department of Telecommunications, India

The above was the first phase of the training and the second phase of my training was to sale the product (life time validity pre paid service)

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My job profile in the summer training is of Executive where I have to do an outside and inside work. As an executive I have to moved in the field with other executives in order to get convince the customers about to take the service and get their physical signature in the application form. The whole work starts from 10o clock and ends in five in the evening. There are no targets and no selling of these services, just convincing them to take these services and filled the application form and signed it. Actually the customers are already been informed by the auto calling system in which the customers are known by different services available to them. Till now I have move to more than 150 customers and get there signature on the application form. Not only the customers but to the dealers also because these services includes services for mobile phone

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also. To the dealers I have to make them aware of the different services. The second part of the training deals with the official work. The official work includes the forwarding of the prepaid application form which is submitted by the different customer. Though this work is given to me for a short period of time but it gives a different kind of approach. This is all about my summer training detail. My summer training will end up on at the end of this month only.

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ACHIEVEMENTS
Airtel's journey to leadership began in Delhi in 1995. Since then, Airtel has established itself across India in sixteen states covering a population of over 600 million people. Airtel will soon cover the entire country through a process of acquisitions and green field projects.

With a presence in over 1,400 towns, Airtel today has the largest network capacity in the country. In the last nine years Airtel has achieved many firsts and unique records: it was the first to launch nationwide roaming operations, it was the first to cross the one million and the five million customer marks. It was also the first to launch services overseas. There are other 'firsts' credited to Airtel - many of them in the area of innovative products and services. Today, Airtel innovates in almost everything that it presents to the market.

43

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

44

Award for being 'India's largest cellular service provider', amongst others.

COMPANY PROFILE

Bharti Airtel is one of India's leading private sector providers of telecommunications services based on an aggregate of

42,267,763 customers as on July 31, 2007, consisting of 42,611,732 GSM mobile and 2,158,031 broadband & telephone customers. The businesses at Bharti Airtel have been structured into three individual strategic business units (SBUs) - mobile services, broadband & telephone services (B&T) & enterprise services. The mobile services group provides GSM mobile services across India in 43 telecom circles, while the B&T business group provides broadband & telephone services in 94 cities. The Enterprise services group has two sub-units - carriers (long distance services) and services to corporates.

45

All these services are provided under the Airtel brand. Company shares are listed on The Stock Exchange, Mumbai (BSE) and The National Stock Exchange of India Limited (NSE).

46

PARTNERS
The company has a strategic alliance with
SingTel

. The investment made

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

47

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

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THE COMPOSITION OF THE BOARD IS AS UNDER:

Sunil Bharti Mittal

Rajan Bharti Mittal

Akhil Gupta

Rakesh Bharti Mittal

Chua Sock Koong

N. Kumar

Kurt Hellstrom

Donald Cameron

Paul O'Sullivan Professor V.S Raju

49

Pulak Chandan Prasad

Bashir Abdulla Currimjee

Gavin Darby

Syeda Imam

Ajay Lal

York Chye Chang

Arun Bharat Ram

Paul Donovan

GROUP STRUCTURE

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BHARTI TELE-VENTURES LTD.

MOBILITY AIRTEL MOBILE SERVICES FIXED LINE AIRTEL BROADBAND & TELEPHONE SERVICES LONG DISTANCE ENTERPRISE AIRTEL LONG DISTANCE SERVICES AIRTEL ENTERPRISE SERVICES INFOTEL BHARTI INFOTEL LTD.

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Motto
By 2010, we will be the most admired brand in India.

Loved by more customers Targeted by top talent Benchmarked by more businesses

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NON FINANCIAL BENEFITS

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

53

 Multiple bill payment options like cash, cheque, credit card, home bill pay, interest banking etc. Internet Access surf as much as you like, Indias first truly unlimited post paid Internet services.

54

OBJECTIVE OF THE STUDY

Every study is related with some aim or the objective with it. Because no study is complete without having the definite objectives, which can be summed up as follows:

1) To study the products & services of Airtel. To know about their features. To know about their benefits & advantages. To provide information to all about the products & services of Airtel. Airtel is long been committed to deliver what it commits. Its products have their own market segment.

2) To upgrade the practical knowledge.

55

 By knowing about the management of Airtel.

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

3) To get some experience of Telecommunication Industry this would definitely help in future.

Thus there are the following objective, which can be stated under the described training.

56

57

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

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

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

Primary Sources Secondary Sources

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PRIMARY SOURCES

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

SECONDARY SOURCES The secondary data collection involves study of products & net surfing which was carried out to obtain the history, products, strategy & other relevant information about Honda. The main sources of information were magazines, newspapers, websites & journals. List of customers attended by me is been collected by our Database Management System which stores the Customer data for many purposes.

59

This can be illustrated in following way:

Primary Level

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

Secondary Level

The secondary data has been collected through:

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

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AIRTEL BROADBAND & TELEPHONE SERVICES

Airtel

Broadband

&

Telephone

Services,

India's

premium

telecommunication service brings to you a whole new experience in telephony. From integrated Voice Services for corporates and small business enterprises to user friendly plans for homes, we bring innovative, cost-effective solutions to cater to your needs.

61

ABOUT BROADBAND

Airtel Broadband Service is powered by DSL technology.

DSL provides blazing-fast, secure Internet access & can be delivered to both homes and to businesses. Delivered right through a regular telephone line, data rates can vary from 128Kb to 8Mb per second depending on the type & cost of the service. DSL can be delivered to both homes & to businesses. Digital Subscriber Line (DSL) technology provides instant Internet and network access at speeds up to 50 times faster than a 28.8Kbps modem on a standard analog phone line. There are no dial-up delays, no busy signals. What used to take minutes or hours to download will take just seconds or minutes. With DSL Internet Service you can download graphics-heavy files, large documents, software, photos, email attachments, and more,

62

instantly. It's perfect for real-time interactive multimedia, broadcast quality video, distance learning, and video-on-demand. And because DSL Internet Service sends data & voice over the same line, you can talk on the phone while you are on line. It's also a service that you don't have to dial into. Just turn on your PC, open a browser, and you're ready to surf. (No more hearing those annoying beeps and tones, then waiting to be connected. You're always connected whenever you wish to!). Beyond Internet access, DSL also has the ability to carry additional phone lines and entertainment services using the same pair of wires. High-speed Internet access through DSL, changes your Internet experience perceptibly.

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WHAT IS DSL?

DSL is a high-speed broadband connection that is convenient, fast and capable of carrying very 'heavy' files over the internet. Shop, Play games, download music, DSL allows you to enjoy your internet experience, something which ordinary dial-up connections cannot do. So, go ahead and unleash your high-speed access.

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BROADBAND FOR YOUR HOME

HIGHLIGHTS
High-speed Internet access changes your Internet experience. The Internet becomes an essential tool for doing a growing number of household activities such as shopping, banking, bill paying, investing, customer support, and learning. Here are a few reasons why you should switch to Airtel Broadband Services. SINGLE-CLICK Airtel Broadband Services ensures fast connectivity - the internet is ON whenever you are! DEDICATED BANDWIDTH

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Speed of up to 128 Kbps, making it even faster than an ISDN connection and definitely speedier than a dial-up one!

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Surf while you Talk! No more missed calls or blocked telephone lines while using the internet. Robust installation Underground cables guarantee a protected and wholly dependable connection. Affordable Tariff Plans

All these features at absolutely - costs lower than a dial-up. The Bharti Edge ThePromise of putting the customer first and delivering the latest and the best in telecommunication! 24x7 customer support |Airtel Broadband Services customer support executive is just an email or a phone call away. Round-the-clock, 365 days a year!

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FEATURES
The New Seat of Power - Your Home!

Power Surfing @ Home

An "always on" connection, it is a dedicated bandwidth, facilitating fast and instant net access at speeds of up to 128 kbps. Shop, download MP3, exchange heavy files and chat at an enviable speed- all thanks to an extensive Broadband Services infrastructure. No more disconnections in the middle of downloads and the added advantage of internet access at a super pace!

Inexpensive! Affordable!! Speak of unmatched features at unmatched

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prices! You can get a Airtel Broadband Services package for as low as Rs. 200 and there is a wide range of tariff plans for internet and voice access. The special tariff rates on night-time usage gives added value for money. With the Airtel Broadband Services internet packages, you are assured of the most cost-effective plan available. No additional telephone bills to deal with and you are set to telecommute in the fast lane! A Customer Care that cares Airtel Broadband Services customer support executive is just an email or a phone call away. Round-the-clock, 365 days a year! To ensure that you are satisfied with the service provided, we

have designed a feedback mechanism whereby any inputs given by you are acted upon at the earliest.

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Surf while you talk

And finally, what makes Airtel Broadband Services truly the no-ordinary internet is that you can use the phone line to surf and talk at the same time - no more missed calls. no more fights for the phone line!

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COMPARISON WITH DIAL-UP/ CABLE

We've been asked so many times - what's the big deal about DSL? A phone line just as well! We disagree, and in order to clear the smoke screen we offer you an as-is comparison, to help you take a call.

Points of Distinction Speed

Dial-up/Cable Limited speed of upto 56.6kbps made available through a telephone network

DSL High-speed Internet: Speed upto 512 kbps through Wireless Broadband. Airtel Broadband 128kbps-6mins

Time-Taken for download of 5MB file

and Modem. Dial-up 28kbps25mins Dial-up 56.6kbps12mins Isdn 64kbps- 11mins

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72

Points of Distinction Cost

Dial-up/Cable RS.25-32per hour (inclusive view of telephony pulses and

DSL RS.25-30per hour

Technology

isp charges) Limited speed restricts download time. Exposed cables results in possibility

Download time is 10 times faster. Underground cables eliminate damages due to exposure. Telephone line free when u surf on dsl.

Talk n Surf

of damage Engaged telephone line when u surf on Dial up.

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Points of Distinction Connectivity

Dial-up/Cable Chance of connectivity during peak hours is remote. Drawbacks include disconnections repeated dialing and blocked telephone Lines.

DSL Available when u need it. Easy to use, no dialing, no disconnections. Single check connectivity.

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FOR YOUR BUSINESS

SPEED HIGH TRAFFIC PROFIT

Click & Connect! 24X7 Customer Care Exclusive mail Domain High Speed Data Transfer Secure, Scalable, Reliable

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 WiFiwireless access solution

CHARGES INTERPRETATIONS
Pulse Based/Minute Based
Plan Details Talk 250 Talk 350 (NA in UPW) 350 150 180 Talk 349 Talk 499 Talk 750

Minute Based
Super 90 Talk 999 Talk 1495

New Plans (Minute Based

Talk 2499 Airtel 299 (Not applicable for active sales) 299 NA NA Airtel 399^ Airtel All for One

Monthly Rental / Plan Charges Free Pulses Free Call Value

250 50 60 51-300

349 292 350

499 450 495

750 600 660 6002000 @

499 341 307

999 1000 1000

1495 1750 1575

2499 3565 2852

399 NA 200

299 NA NA

Additional Local Call (Rs./pulse)

@ Rs.1.20 Rs.1.20 Rs.1.10 >300 @ Rs.1.20

charges Re.1.00

Rs.1.10 >200 @ Re.1

Re.0.90

Re.1.00

Re.0.90

Re.0.80

Re.0.50

Re.1.20

Re.1.00

Local Pulse Rate (In Seconds) : Airtel Telephone to 180 Fixed Line 180 180 180 60 (Airtel) / 60(Non Airtel) WLL/CDMA Mobile 45 45 60 60 45 45 60 60 180 180 180 (Airtel) / 60(Non Airtel) 60 60

STD Rate - Intra Circle (Duration in seconds - pulse based plans/Rs.per minute - minute based plans FL <50Km 180 sec / Rs.0.40 Rs.1.80 Re.0.40 Re.0.50 Re.0.50 FL 50Km + 60 sec / Rs.1.10 Rs.1.80 Rs.1.10 (Airtel) / Rs.1.20(Non Airtel) WLL/GSM <50 Km 45 sec / 1.49 Rs.1.80 Rs.1.49 Re.0.50 Rs.1.20 Re.1.00 Rs.1.49 Re.1.00 Rs.1.20 Re.1.00

Pulse Based/Minute Based

Plan Talk Talk 350 (NA Talk Talk Talk

Minute Based
Super Talk Talk Talk

New Plans (Minute Based

Airtel 299 (Not Airtel Airtel All

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Details

250

in UPW)

349

499

750

90

999

1495

2499

applicable for active sales)

399^

for One

WLL/GSM 50 Km +

Re.0.50 (Airtel) / 45 sec / 1.49 Rs.1.80 Rs.1.49 Rs.1.20(Non Airtel) Rs.1.49 Re.1.00

STD Rate - Inter Circle (Duration in seconds - pulse based plans/Rs.per minute - minute based plans Re.0.80 (Airtel) / FL <50Km 90 sec / Rs.0.80 Rs.1.80 Re.0.80 Rs.1.20(Non Airtel) FL 50Km + WLL/GSM <50 Km WLL/GSM 50 Km + 30 sec / Rs.2.20 Rs.1.80 Rs.2.20 Re.2.40 Re.0.80 (Airtel) / 30 sec / Rs.2.20 Rs.1.80 Rs.2.20 Rs.1.20(Non Airtel) 30 sec / Rs.2.20 Rs.1.80 Rs.2.20 Re.2.40 Rs.1.49 Re.1.00 Rs.1.49 Re.1.00 Rs.1.49 Re.1.00 Rs.1.20 Re.1.00

ISD Rates(Pulse Based (in Seconds) - PB)-(Minute Based (Rs./min) MB) USA, Canada, UK Singapore, Indonesia, Hongkong, Malaysia, Thailand PB - 7.50, MB - 8.99 (HARYANA) / Rest of Europe PB - 6 (To Mobiles), 10 (To Landlines), MB - 10.99 (To Mobile), 6.99 (To Landline) (UP WEST) 15.99 MB - 8.99 (HARYANA) / MB - 10.99 (To Mobile), 6.99 (To Landline) (UP WEST) 9.60 8.99 (HARYANA) / 10.99 (To Mobile), 6.99 (To Landline) (UP WEST) 7.99 PB - 7.50, MB - 8.99 6.99 MB - 8.99 9.60 8.99 7.99 PB - 10, MB - 6.99 6.99 MB - 6.99 7.20 6.99 5.99

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Pulse Based/Minute Based

Plan Details Talk 250 Talk 350 (NA in UPW) Talk 349 Talk 499 Talk 750

Minute Based
Super 90 Talk 999 Talk 1495 Talk 2499

New Plans (Minute Based

Airtel 299 (Not applicable for active sales) Airtel 399^ Airtel All for One

Gulf, Africa, New Zealand, Australia and SAARC Rest of the World PB - 6, MB - 10.99 15.99 MB - 10.99 18.00 10.99 9.99 PB - 6, MB - 10.99 15.99 MB - 10.99 12.00 10.99 9.99

Scheme Details

Talk 250

Talk 350 (NA in UPW)

Talk 349

Talk 499

Talk 750

Super 90

Talk 999

Talk 1495

Talk 2499

Airtel 299

Airtel 399

Airtel All for One

Option 1 : No Scheme Taken (Standard) Registration (Upfront) Convertible to SD after 1 year CLI Rs.500 Instrument Activation (1st bill) CLI - Rs.500 Trend Sim Reader - Rs.750 Cordless CB53000 - Rs.1000 Trend Sim Reader Rs.750 Trend Sim Reader Rs.750 Cordless CB53000 Rs.1000 Option 2: RWA Offer / CGHS Offer Registration (Upfront) (Money Back not applicable) - Haryana Only ZERO CLI - Rs.500 CLI - Rs.500 Instrument Activation (Upfront) Trend Sim Reader - Rs.750 Cordless CB53000 - Rs.1000 (Instrument activation charges compulsory) Trend Sim Reader Rs.750 Trend Sim Reader - Rs.750 Cordless CB53000 - Rs.1000 Group Pulsing Other Scheme applicable with No No YES Yes No No Yes Yes Yes No No Free Parallel Ringing No Rs.1000 Rs.750 Rs.750 Rs.500 Rs.750 Rs.500

Super 3 Offer

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RWA Offer Top up 100 for 25 ( 100 pulses available at a top up rental of Rs.25) Option 3: Money Back Offer Registration (Upfront) Non Refundable Yes No No

Free Parallel Ringing Free Hello Tunes Trial

Free Hello Tunes Trial

Yes

Yes

No

Yes

Yes

No

No

No

No

(RWA not applicable) Rs.500 CLI - Rs.500 CLI - Rs.500 Trend Sim Reader Rs.750 Trend Sim Reader - Rs.750 Cordless CB53000 - Rs.1000

Instrument Activation (1st Bill)

Trend Sim Reader - Rs.750 Cordless CB53000 - Rs.1000 NA

Group Pulsing Other Scheme applicable with Money Back Offer Top up 100 for 25 ( 100 pulses available at a top up rental of Rs.25)

Yes

Yes

No

No

Yes

Yes

Yes

No

No Free Parallel Ringing Free Hello Tunes Trial

No

Super 3 Offer Free Parallel Ringing Free Hello Tunes Trial

No

Yes

Yes

No

Yes

Yes

No

No

No

No

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Option 4: Airtel Mega Combo Offer Registration (Upfront) Instrument Activation (1st Bill) Group Pulsing Other Scheme applicable with AMCO Top up 100 for 25 ( 100 pulses available at a top up rental of Rs.25) Yes No No No

(Money Back Offer, Super 3 cannot be given with AMCO) ZERO CLI - Rs.500 Trend Sim Reader - Rs.750 Cordless CB53000 - Rs.1000 Yes Yes No No Yes Yes Yes No Trend Sim Reader Rs.750 No

-SAME-

No

Free Parallel Ringing Free Hello Tunes Trial

No

Yes

Yes

No

Yes

Yes

No

No

No

No

Option 5: DSL Combos

(Money Back Offer and Top up 100 for 25 does not apply, all other Schemes can be offered)

RWA Offer (GGN+FDB only) means zero registration on Plan 499 as covered under RWA Scheme. Instrument charges compulsary and charged upfront Money Back means that customer gets a discount of Rs. 100/- on call charges over free call value for 6 months on reg charges paid of Rs. 500/Free Parallel Ringing means Parallel Ringing facility FREE for 2 mths and later charged @ Rs. 49/- p.m. Free Hello Tunes Trial means Hello Tunes facility rental of Rs 30/- waived for 1 month + 1 FREE "AR Rehman" tune download worth Rs 15/- to customer

SUPER 3 OFFER MEANS A. 1 Local Number (FL/WLL/GSM - Any operator) (Does not include VAS/PRS nos. Swipe card nos., Internet dial up nos.)

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+ 1 STD Number (FL/WLL/GSM - Any operator) + 1 ISD Number AT 34% of PLAN RATE (66% DISCOUNT) B. Benefit shall be available for 6 complete months from activation For eg. A customer activated on 24th April 06 and bill cycle from the 26th of the month, shall be eligible for the Super 3 Benefit in 6 complete bills and for the prorated period 24th April to 25th April. Hence the benefit shall expire on 25th October 06. C. Every number can be changed to a maximum of two times during the scheme period. However the benefit shall only be available for the remaining period of the scheme D. Applicable with All Analog Plans - Talk 250, New Talk 250, Talk 350, Talk 499, Super 90, Talk 750, Talk 999, Talk 1495, All DSL Combo Plans (All pulse based and

nute based plans) Not Applicable withAirtel 299, Airtel 399, Airtel All for One E. Applicability with other offers is applicable withGroup Pulsing, Free Parallel Ringing, Free Hello Tunes Trial, Top up 100 for 25 (Gurgaon, Faridabad, Noida, Ghaziabad), Low Utilisation Pillars Offer, RWA / CGHS Offer, Money Back Offer

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Is not applicable withAirtel Mega Combo Offer F. Available to existing customers at a cost of Rs.149/month for six month Scheme Period.

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FEATURES
Airtel Broadband Services - Put it to work for you!

Redefined to provide a refined experience The internet connection of Airtel Broadband Services is approximately 10 times faster than an analog one and at far lower costs than a dial up one. Large data applications, faster ftp access, audio/video requirements or simply web browsing is a dream on this extensive broadband

infrastructure with an i2i international gateway. An "always on" assurance of excellent quality of service.

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All Speed, No Breakers! Airtel Broadband Services offers a dedicated bandwidth with speed of upto 512 kbps, available at a single click and supported by a superior technology infrastructure. You can attach,

download, upload and exchange large data files at amazingly unbelievable speeds. Scaling New Heights

Airtel Broadband Services offers you a wide range of tariff plan packages that suit your needs; with the flexibility to scale up your connections as your The needs ease of and your business and grow. the price-

upgradation

performance value make business sense. Superior server technology and a dedicated port provides

total security to data storage and information

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exchange through the internet.

Cost Effective - Added Benefits, Lower Costs

Two built-in static IP addresses to facilitate scalability. You can configure your own mail or web server or even your own mail domain without adding any significant burden to your capital

expenditure.Avail of an easy to install, state-ofthe-art WiFi wireless access solution, configured with your with Airtel Broadband Services connection. This allows wireless mobility within your premises.

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TELEPHONE SERVICES FROM AIRTEL

Airtel

Broadband

&

Telephone

Services,

India's

premium

telecommunication service brings to you a whole new experience in telephony. From integrated Voice Services for corporates and small business enterprises to user friendly plans for homes, we bring innovative, cost-effective solutions to cater to your needs.

FOR HOME, BUSINESS, CORPORATES

Voice Services:

Telephone Dial-up Feature Value Added Services Unified Messaging

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 Audio Conferencing Service

Telephone

Airtel Voice Services go beyond basic telephony to offer our users a whole host of
Value Added Services

as well as premium add-ons. Each

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

Dial-up Airtel Voice Services provide FREE dial-up internet access that is bundled along with your Telephone connection from Airtel.

Its fast, reliable, gives you unlimited Internet access. All you need to do is dial 1500 through your dialer.

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he default username should be "register" and password is "airtel". You can log- in and change your Username and Password. All you need is: A computer and a modem And a Telephone connection from Airtel

How much do you pay: Airtel Voice Services give you unlimited free internet access, allowing you to pay only for the number of hours spent online. Paying for it is convenient as well-you can pay along your Airtel phone bill. Features Airtel Voice Services bring you a range of world class features. These enable you to organise and control your communication needs. They make your life a lot simpler and convenient. They empower you like never before. The best part is that many of these services are free along with your telephone connection.

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VALUE ADDED SERVICES

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

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

TYPES OF VAS Caller Line Identification

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 Voice Mail Service Call Forwarding Call Waiting Parallel Ringing Voice Mail

Power Feature: Three Party Conferencing Multiple Subscriber Number

What is Unified Messaging? The Unified Messaging from Airtel Broadband & Telephone Services brings you the unmatched convenience of receiving your e-mail, fax and voice messages on one number. This service allows you to store all your messages in one mail box. You can access your mail box from anywhere, any number by dialing your phone number and entering a four digit password. You can access your e-mails, fax messages and

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voice mails through the phone by dialing into your Unified Messaging mail box. It will read out your e-mails, play back your voice messages

and store your faxes, which you can divert a number near you to view them.

The fax messages on screen of your computer (fax card is not required), and listen to your voice mails as well as read your e-mails by accessing your mail box on the net. Now, you don't have to check for your messages in three different places. All your messages are stored in one mail box.

Audio Conferencing To stay ahead of competition, all modern organisations have to stay in constant touch with their partners, associates and clients. Born out of this understanding is Audio Conference Service from Airtel, Indias best value audio conferencing solution.

91

Audio Conference Service from Airtel is the easiest, most economical and instant way of sharing information, ideas and opinions. It is the

latest way to conduct business meetings via the telephone. It facilitates hassle-free audio conferencing to anywhere in the world and also protects the confidentiality of the conference proceedings. It provides optimum time utilization and massive savings from each meeting.

To avail services of Audio Conferencing from Airtel, you don't have to install any expensive devices. You can connect across the globe through a single local call from your landline or mobile phone. Thus, you save on capital investments along with travel time and running costs.

What's more, Airtel's state-of-the-art technology ensures that you get a host of utility options that enable you to conduct and supervise audio conferences with extreme ease and flexibility.

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

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94

FINDINGS & LIMITATIONS

FINDINGS

Value Added Services revenue expected 1/3 of the total services by 2009. This will be one of the biggest achievements that a company is thinking of. Total Value Added Services revenue will reach $160 billion in 2009. In fact the monthly income of the company through these services is about 20 lac which is almost a good amount. Most of the growth in telecom services likely out of data services. Currently data accounts for 20-25% of total service revenue. Expected to increase to around 35% in another 3-4 years. The definition of telecom VAS has evolved: 1. From itemized billing CLI-I 2. To SMS (peer to peer)-II 3. To SMS (p to e), MMS, RTs, RBTs, wallpaper-III

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4. To E-cheque, commerce payment-IV Estimated to be about 9-12% to total mobile service revenue ($5 billion in 2005-2006) SMS (peer to peer) continue to dominate about 60% of VAS. Premium VAS market revenue currently estimated to be between $220 million presently. On February 12, 2007
Vodafone

sold its 5.6% stake in AirTel

back to AirTel for US $1.6 billion; and purchased a controlling stake in rival Hutchison Essar. Bharti Airtel added the highest ever net addition of 53 lakh customers in a single quarter (Q4-FY0607) and also the highest ever net addition of 1.8 crore total subscribers in 2006-07 The company will invest up to $3.5 billion this fiscal (07-08) in network expansion. It has a installed base of 40,000 cellsites and 59% population coverage

96

 After the proposed network expansion, an additional 30,000 towers will result in the company achieving 70% population coverage Bharti has over 39 million users as on March 31, 2007 It has set a target of 125 million subscribers by 2010 Prepaid customers account for 88.5% of Bhartis total subscriber base, an increase from 82.7% a year ago ARPU has dropped to Rs 406 Non-voice revenues, (SMS, voice mail, call management, hello tunes and Airtel Live) constituted 10% of total revenues during Q4, lower than 10.7% in the Q4 of the previous year Blended monthly minutes of usage per customer in Q4 was at 475 minutes Has completed 100% verification of its subscribers and in the process disconnected three lakh subscribers

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

98

5. Companies are not providing the informations very easily & they did not tell me about the royalty paid by them to the Government. I had done my best within my limitations to do justice to my project.

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SUGGESTIONS RECOMMENDATIONS

As per my observation to increase the service efficiency as well as satisfaction level of customer the following suggestions are given below:-

1. 2. 3. 4. 5. 6. 7. 8.

Effective promotion strategy for village level. Regular visit of sales officer to customer care. Proper coordination with the outlets. Service personnel would tackle customers properly. Frequent availability of DP. Landline network should be increased. More outlets in all cities. All hospitals in Kota should get good facilities because they are one of the major revenue payers in the telecom sector.

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9.

All colleges must get good services from Airtel, because they use their services of road band and telephone for their whole academic session.

10. MIGRATION must be done in all places. 11. All executive must give correct information about all services of Airtel to each and every customer because many of Airtel customer are unaware of DSL and BROADBAND etc. 12. Transport sector in Kota should be given more emphasis in the Telecom Sector as they are major revenue payers in the telecom sector.

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ANALYSIS

Airtel is one of Indias leading Telecommunication Service Provider. Airtel provides Broadband & Telephone services in 23 Telecom circles in India. Airtel keeps focus on creating consumer oriented Products & Services to increase the profit as well as market or sales share. Airtel has long been committed to serving society as a contributed members both Economically & Socially. They do this providing Products & Services that offers maximum satisfaction to the customers. Airtel was launched in the year 1995. Airtel provides a Host of Voice & Data Products & Services including high speed GPRS service. Airtel also offers a wide array of Post Paid & Pre Paid Mobile offers with a range of Tariffs plans that target different Segments A comprehensive range of value added customized services are part of the unique packages from Airtel. This shows that how much Airtel

102

understand & offers products & services that are created accordingly to the needs & requirements of Targeted Segments.

Airtel gas also spread its Business outsides India. It has strategic alliance with SINGTEL & VODAFONE. Thousands of rupees have been invested in R & D for designing a product for a particular market. Airtel sells its product & services because of its brand name & that is only due to providing quality product at reasonable price. As I am doing my training at the Franchisee of Airtel Ltd. Named as NATIVITY. Mostly I hear from the customers mouth only that Airtel provides quality product & services & they feel proud to use the Airtel products & services. People have built a confidence in the company & to some extent it is right because Airtel is selling its products &services because of its name &quality.This study depicts the different business segments of AIRTEL.

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Things you didn't know about Airtel

Every 5th mobile user in India talks on Airtel. About 91% of mobile owners in India reside in Airtel's circles. At 150,000, Airtel has the largest family of retailers. Airtel also has the largest network of exclusive outlets - over 400 - and the largest share of 'prepaid' subscribers. Airtel provides telecom services to an entire nation outside India. Airtel monitors 300 customer touch points through a continuous customer satisfaction research process.

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LIMITATIONS

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

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

105

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

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

Data gathered from various sources was not enough.

Lastly, time was the main constraint of the study.

106

107

RECOMMENDATIONS

As we all know that Airtel is the Indias largest Telecomm Service provider. Company enjoys a good reputation in the Market. The company should widely spread its information network. Because people in India are Ignorant & they are attracted towards more on the products promoted more & more. There is need on the part of company to make people aware of its products & services & their qualities in every segment.

Certain points I think which are essential for Airtel to improve its working are:

As the market trend changes day-by-day it is important for the company to provide products according to the needs and preferences of the customer.

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

Dealer networks should be widen.

Product Features should be improved.

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

109

CONCLUSION

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

Airtels basic principle of working is:

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

110

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

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ANNEXURE
Respondants Personal Information Name Address Contact E-mail Age :: _____________________________ :: ______________________________ :: ______________________________ :: ______________________________ :: ______________________________

Profession :: ______________________________ __________________________________________________________ _ 1) Are you familiar with the use mobile? a) Yes b) No 2) What is the purpose of you use the mobile? a) Profession Only b) Communicate Only c) Extra

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3) Which mobile do you think have the potential to give you highest and better service? a) Airtel b) BSNL c) Reliance 4) Where do you use the mobile? a) Public Place b) Private Place c) Extra 5) Which profession do you belong to? a) Self Employed b) Salaried 6) What is the total income of your family? a) 1 to 3 lakh b) 4 to 7 lakh c) 8 to 10 lakh 7) What percentage do you want to invest in mobile from your salary? a) 2% of salary

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b) 4%of salary c) 6%of salary 8) How do you take decision to purchase mobile? a) Self decision b) Family member decision c) Friends decision

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BIBLIOGRAPHY

WEBSITES:

www.airtel.com

www.yahoosearch.co.in

www.googlesearch.com

MAGAZINES: Business India Business Today

NEWSPAPERS: The Times of India.

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 Hindustan Times. Economic Times

Q.

Can subscribers activate parallel ringing on any other landline too?

A.

No, calls can be forwarded to only Airtel landline and GSM numbers only i.e., cant be forwarded to MTNL, BSNL & WLL.

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