INTRODUCTION

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Bharti Airtel Limited

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1.1 History

Bharti Tele-Ventures was incorporated on July 7, 1995 as a company with limited

liability under the Companies Act, for promoting telecommunications services. Bharti
Tele-Ventures received certificate for commencement of business on January 18, 1996.
The Company was initially formed as a wholly owned subsidiary of Bharti Telecom
Limited. The chronology of events since Bharti Tele-Ventures was incorporated in 1995
is as follows:

Calendar year & Events

1995
- Bharti Cellular launched cellular services'Airtel'in Delhi
1996
- STET International Netherlands NV, or STET, a company promoted by Telecom
Italia, Italy acquired a 20% equity interest in Bharti Tele-Ventures
- Bharti Telenet launched cellular services in Himachal Pradesh
1997
- British Telecom acquired a 21.05% equity interest in Bharti Cellular
- Bharti Telenet obtained a license for providing fixed-line services in Madhya
Pradesh circle
- Bharti Telecom and British Telecom formed a 51%: 49% joint venture, Bharti
BT, for providing VSAT services
1998
- Bharti Telecom and British Telecom formed a 51% : 49% joint venture, Bharti
BT Internet for providing Internet services
- First Indian private fixed-line services launched in Indore in the Madhya Pradesh
circle on June 4, 1998 by Bharti Telenet thereby ending fixed-line services
monopoly of DoT (now BSNL)
1999
- Warburg Pincus (through its investment company Brentwood Investment
Holdings Limited) acquired a 19.05% equity interest in Bharti Tele-Ventures

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 - Bharti Tele-Ventures (by acquiring a 63.45% equity interest in SC Cellular
Holdings) acquired an effective 32.36% equity interest in Bharti Mobile (formerly
JT Mobiles), the cellular services provider in Karnataka and Andhra Pradesh
circles
- New York Life Insurance Fund, or NYLIF, acquired a 3% equity interest in
Bharti Cellular
2000
- Bharti Tele-Ventures acquired an effective equity interest of 40.5% in Bharti
Mobinet (formerly Skycell Communications), the cellular services provider in
Chennai
- Bharti Tele-Ventures acquired a 30.2% equity interest of Telecom Italia in Bharti
Telenet and 18.8% from Bharti Telecom thereby making Bharti Telenet a 100%
subsidiary of Bharti Tele-Ventures
- SingTel (through its investment company Pastel Limited) acquired STET's 15.3%
equity interest in Bharti Tele-Ventures
- Bharti Tele-Ventures acquired an additional effective 41.64% equity interest in
Bharti Mobile (by acquiring the remaining 36.55% equity interest in SC Cellular)
resulting in Bharti Tele-Ventures holding an effective 74% equity interest in
Bharti Mobile.
2001
- Bharti Tele-Ventures acquired NYLIF's 3% equity interest in Bharti Cellular
- Bharti Telesonic entered into a joint venture, Bharti Aquanet, with SingTel for
establishing a submarine cable landing station at Chennai
- Bharti Tele-Ventures issued additional equity for approximately US$ 481.30
million to SingTel, Warburg Pincus, AIF group, IFC, NYLIF, and Seejay Cellular
and Bharti Telecom
- Bharti Cellular acquired a 100% equity interest in Bharti Mobitel (formerly Spice
Cell ), the cellular services provider in Kolkata
- Bharti Tele-Ventures acquired 85% and 15% in Bharti Telespatial from Bharti
Telecom and Intel, respectively
- Bharti Tele-Ventures acquired a 44% equity interest in Bharti Cellular from
British Telecom, thereby making Bharti Cellular its 100% subsidiary

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 - Bharti Tele-Ventures acquired an additional 49% equity interest in Bharti
Mobinet from Millicom International and BellSouth International, thereby owning
89.5% equity interest in Bharti Mobinet, which was further increased to 95.3%
following an issuance of additional equity shares by way of rights issue
- Punjab license restored to Bharti Mobile by the DoT and migration to NTP - 1999
accepted
- Bharti Cellular entered into license agreements to provide cellular services in
eight new circles following the fourth operator cellular license bidding process
- Bharti Telenet entered into license agreements to provide fixed-line services in
the Haryana, Delhi, Tamil Nadu and Karnataka circles
- Bharti Telesonic entered into a license agreement with the DoT to provide
national long distance services across India
- Bharti Aquanet, Bharti Telesonic and Bharti Cellular entered into license
agreements with the DoT to provide ISP services in India
- Bharti Telesonic launched national long distance services under the brand name
of "IndiaOne"
- Bharti Telenet launched fixed line services in Haryana under the brand name of
"TouchTel".
2002
- Comes out with issue of 18.53 crore equity shares through book building route
with a floor price of Rs 45 per share, received bid for 18.55 crore shares. Through
the issue, it becomes the first company in India to come out with 100% book
building issue
- Issue price fixed at Rs 45 per share, floor price fixed by the company. Raises Rs
834 crore
- Shares listed on BSE, NSE and DSE, opens at 11% premium to its issue price of
Rs 45
- Enters into a 5-year agreement with Escotel and ETL of the Escorts group to
contract leased line connectivity for its cellular operations
- Mr. Ravi Akhoury ceases to be Director of Bharti Tele
- DoT grants ILD Telephony License to Bharti Telesonic, subsidiary of the
company

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 - Signs MoU with Telia AB to buy out their 26% stake in Bharti Mobile
- Ties up with SSC (Secondary School Certification) Board, Hyderabad, where
Bharti will announce SSC results to its customers on their mobile phones
- ICICI Bank ties up with Bharti for pre-paid mobile cards via ATMs
- Bharti forays into Mumbai with offers
- Alpine International Ltd. and ELM International Ltd. acquire shares of Bharti
Tele-Ventures
- Sunil Mittal, Chairman & Managing Director of the company, bags Businessman
of the year award by Business India
2003
- Airtel breaks interconnectivity with Tata Teleservices in Andhra Pradesh Circle
- Company accorded its approval for amalgamation of its subsidiary companies viz:
Bharti Telenet Ltd, Bharti Telesonic Ltd, Bharti Broadband Networks Ltd and
Bharti Comtel Ltd through scheme of Amalgamation. The merged entity would be
renamed as "Bharti Infotel Ltd"
- Air Tel launches Local direct dialling facility in Chennai circle
- Mobilises $315 m long term foreign currency borrowings for expansion of
cellular operations
- Bharti Cellular unveils CareTouch service
- Bharti Group's cellular brand Airtel has unveiled free multimedia messaging
services (MMS) for its customers. The company has also rolled out pan-India
GPRS (General Packet Radio Services) for its corporate subscribers
- Launches its `IndiaOne MeetXpress' audio-conferencing service
- Punjab, Haryana get free incoming calls from Airtel
- Airtel provides SMS facilities to hearing impaired in Chennai
- Goa, Maharashtra gets 'voice portal' services by Bharti Cellular
- Launches free additional connection to its new subscribers in New Delhi
- Mr Sin Hang Boon and Mr Wong Hung Khim have resigned from the Board of
Directors of Bharti Tele Ventures Ltd with effect from February 27, 2003.
- Airtel provides SMS cricket updates

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- Bharti Mobinet Ltd, the Bharti group company that provides the Airtel mobile
service in Chennai, today launched its GPRS (General Packet Radio Service)
network and an MMS (multi-media messaging) on the GPRS platform
- Airtel unveils new ring tones for Karnataka cellular market
- Airtel Subscribers exceed 3 million mark
- Airtel unveils RAD system
- Mr P M Sinha resigns from the Board of Directors of the Company with effect
from March 31, 2003.
- Bharti TeleVentures announces the completion of merger with Bharti Mobitel
- Bharti Mobitel Ltd. merged with Bharti Cellular Ltd.
- Airtel reintroduces 'Mobile 2 Mobile' offer for Karnataka customers
- Airtel, Touchtel jointly offer freeTouchtel land line for post-paid Airtel
connection
- Airtel rolls out voice mail service for pre-paid customers
- Airtel unveils new scheme for pre-paid customers giving away free talk time
worth Rs 10 crore
- Airtel surpasses 4 lakh subscriber base in Karnataka
- Bharti announces new tariff plan Airtel 012
- Offers 0-1-2, a new cellular package for the customers, which means zero charges
on incoming calls, Re 1 on mobile-to-mobile outgoing calls, Rs 2 on mobile-to-
mobile STD calls
- Rolls out Airtel messenger service
- Airtel offers bundled handset, connection package for Rs 5715
- Airtel slashes SMS rates to 60 paise; excludes Delhi and Mumbai
- Bharti cellular, wholly owned subsidiary of Bharti Tele-Ventures, increases its
stake to 100% in Bharti Mobile
- Iinks distribution pact with Hathway Cable. With this alliance, Bharti is said to be
the first telecom firm to step into television distribution services
- Six cell operators move over from Bharti to VSNL
- Airtel augments cellular coverage in TN by including Arcot & Walajapet in its
network
- Airtel ties up with Coke in Chennai to sell its Magic prepaid cards

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 - Airtel embarks on network expansion in Hyderabad
- Airtel unveils IndiaOne Long Distance Calling Card
- Airtel introduces unified tariff package in TN, Chennai
- Airtel becomes front runner in Karnataka's mobile services market
- Bharti Tele launches 'Always on' service to its subscribers
- SBI, Airtel announce EMI offer at Rs 299
- Bharti and MTV join hands to launch new SIM card
- Airtel unveils new post-paid scheme at zero rental
- Airtel launches `Happy Plan' in AP
- Airtel emerges as the highest selling pre-paid card
- Airtel join hands with Alcatel & Videocon to launch new scheme
- Airtel service provider touches 5 lakh customers in Punjab
- Airtel offers 5 new services for its customers in Mumbai
- Bharti launches first dual band network in Delhi
- Gets 14th place among top 25 Cos in India
- Bharti Mobile crosses 4 lakh mobile subscribers in AP
- Airtel holds top position in terms of dealer penetration
- Prof. V S Raju has been inducted on the Board of Directors of the Company.
- Touchtel launches SMS service in fixed line phones in Karnal, Panipat
- Airtel unveils special offers in Kerala
- Airtel launches InnoWest for the western region
- Bharti Tele-Ventures enters into an agreement with Telesystem (Mauritius) Pvt.
Ltd
- Airtel slashes out going sms price to 30ps
- Airtel on December 16, 2003 announced the launch of expense tracker service,
which provides customers the option of tracking their day-to-day expenses on a
daily or monthly basis. To avail of this service, the customer should register
himself by sending EXP REG Your mail ID{gt} to 3020. This service will allow a
user to track expenses, while on the move by sending an SMS. Each SMS sent to
3020 would cost Rs 3.
- Airtel introduces MTV Club Card in Chennai
2004

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- Bharti unveils new card for Mecca piligrims
- Airtel enrolls 50,000 customers in its mobile service in 60 days
- Launches WAP enabled portal Service in Kerala
- Bharti Cellular's Airtel has extended its mobile connectivity to Karaikkal, Nagur,
Mannargudi and Kovilpalayam in Tamil Nadu circle.
- Airtel customer base touches new high of 5 lakh mark in Andhra Pradesh
- Mobile service provider Airtel is launching its first ever MMS (Multi Media
service) downloads in Tamil. The launch of this service has been timed to
coincide with Pongal.
- Airtel tie up with MAA TV
- Airtel launches Rs 50 pre-paids recharge
- Airtel launched a family pack for its post-paid customers in Chennai on January
29. According to a press release, the family pack may have a maximum of 10
members spread across the country. The combined basic plan fixed charges/rental
of all family members in the pack will have to be equal to Rs 450 but less than Rs
1000 for the family 450 pack and above Rs 1000 for the family 1000 pack. The
offerings under family pack 450 include 15 free mobile to mobile STD minutes
within the family, 50 free local calling minutes to each family member, calls
within the family in same circle at 50 paise per minute, 25 free local SMS and one
subscription alert service free for 3 months.
- Bharti Tele-Ventures enters into a three year service agreement with Ericsson
- Bharti Tele-Ventures (BTVL) has signed and received unified access service
license to provide GSM services in five circles including Uttar Pradesh (East),
West Bengal & Andaman Nicobar, Orissa, Bihar and Jammu & Kashmir. The
licence has been granted to Bharti Cellular Ltd (BCL), the cellular arm and
subsidiary of BTVL.
- Airtel announces the signing of the first-ever bilateral roaming agreement
between an Indian mobile service provider and its counterpart in Pakistan. This
facility will be available to pre-paid as well as post-paid customers. Airtel's
roaming agreement is with Mobilink, the only GSM cellular service provider in
Pakistan

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- Acquires switching systems from Tekelec that will give a technological edge to
the company
- Bharti Tele-Ventures Ltd signed an information technology outsourcing deal with
infotech major IBM, estimated to be in the range of $700-750 million for a ten-
year period.
- Jayant Khosla, new chief executive officer, Mumbai
- Signs MoU to join the South East Asia - Middle East - Western Europe 4 (SEA-
ME-WE-4) consortium along with 15 other global telecom operators.
- Bharti Tele-Ventures has struck a deal with Shyam Telecom to buy out the latter's
67.5 per cent stake in cellular services company Hexacom for Rs 430 crore.
- Bharti Tele garners $100 m via FCCBs
- Samsung India Electronics Limited has tied up with cellular operator Bharti for
bundling its mobile handsets with a connection.
- The Bharti group finalised a Rs 500-crore deal to share its national long-distance
(STD) network with VSNL in a first-of-its-kind accord between two top telecom
service providers in a bid to optimise capacities in the NLD segment.
- Internet gateway and services provider, Videsh Sanchar Nigam Ltd. (VSNL) has
signed a Right to Use (RoU) agreement to deploy mobile telephony major, Bharti
Tele-Ventures' existing National Long Distance (NLD) backbone.
- Airtel offers talktime transfer service
- Airtel has announced money-back guarantee offer in case of call drop or poor
network experience for its subscribers
- Bharti launches 2-in-1 card
- Airtel launched two-way international roaming and GPRS for prepaid customers
in the Maharshtra and Goa circles
- India's leading cellular company Bharti Tele-Ventures has bagged the "Asian
MobileNews operator of the year" award in India and the subcontinent
- Bharti Tele-Ventures Ltd has awarded a $15 million equipment contract to
Swedish telecoms company Ericsson
- Bharti Televentures announced formation of a new "strategic business unit" to
offer various telecom and IT services through a single contact

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 - Bharti Televentures unveiled a mobile portal featuring sports, entertainment and
news among others
- Airtel ties up with Micro Tech to set up 'Mcops' vehicle security system
- Bharti Tele-Venture on July 19 launched ring back tone service which is a
personalized mobile music service where the caller hears songs and other sound
clips instead of the traditional switchboard "ring-ring" tone
- Airtel, a private telecom services provider, has commissioned its first 24x7
customer service centre in Andhra Pradesh
- Airtel unveils Rs 199 pre paid card
- Airtel join hands with NMIMS to offer executive MBA programme
- Airtel introduces new scheme for hearing impaired in Maharashtra & Goa
- Airtel inks pact with JP Mobile
- Rolls out Enhanced Data Rate for Global Evolution (EDGE) network in Pune on
September 9, 2004, Ties up with Nokia for sale of Nokia 6230, an EDGE-enabled
handset.
- Airtel unveils first virtual calling cards in India
- BTVL rolls out EDGE services in Bangalore
- Airtel rolls out Full Talktime Advantage card
- Airtel rolls out wi-fi services in Mumbai
- BTVL launches new 'Airtel Broadband Friendly Offer'
- Airtel launches GPRS services for pre-paid customers
- Airtel partners with ITPO to set up Wi-Fi network in Delhi
- Airtel launches EDGE services and a new pre-paid plan for Chennai
- Airtel introduces LAS in Karnataka

2005
- Airtel launches video services for its GPRS customers on February 22, 2005
- Airtel unveils new TV ad featuring Sachin, Sharukh
- Bharti Tele-Ventures launches telecom network in Andaman & Nicobar
- BTVL unveil fixed line, broadband services
- Bharti inks $125-m deal with Nokia for rural network expansion

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 - Bharti Tele Ventures Ltd has announced that Airtel, ICICI Bank & VISA have
joined hands to launch mChq - a revolutionary new service - a credit card on the
mobile phone
- Bharti Tele Ventures - Airtel introduces BlackBerry Connect in India
- Bharti Tele Ventures announces agreement with Vodafone
- Airtel unveils 'free flight' offer
- Airtel unveils starter pack
- Bharti Tele-Ventures launches under sea cable system
2006
- Airtel unveils Re 1 STD plans
- Airtel launches NetXpert.
- Airtel launches Post2Pre recharging service on April 04,2006.
- Airtel sets up customer centre
- Mobile service provider Airtel today announced the launch of `Save My Phone
Contact' service for its pre-paid and post-paid customers in Delhi
- Bharti Tele Ventures bags 'Wireless Service Provider of the Year' & 'Competitive
Service Provider of the Year' awards
- Sunil Mittal bags CEO of the Year award
- Cellebrum join hands with Airtel
- Airtel Mega unveiled in Coimbatore
- Airtel joins hand with Microsoft
- Bharti Airtel Ltd has informed that Microsoft and the Company announced a
strategic partnership that will offer a range of software and services for small and
medium businesses (SMBs) in India.
- Bharti Airtel Ltd on Nov 8, announced a first-of-its-kind alliance with the Adani
Group for establishing an end-to-end modern telecommunication network
infrastructure for the latter's multi-sector special economic zone (SEZ), located
near Mundra Port in Kutch district of Gujarat.
2007
- Bharti Airtel, telecom major, has come out with a slew of initiatives including
buying out SingTel's 50 per cent stake in joint venture under sea Cable Company
Network i2i for $110 million.

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 - Bharti Airtel on Feb 11 has been awarded QCI-DL Shah National Award on
Economics of Quality.
- Bharti Airtel Ltd has announced the following changes in the operational
leadership structure and roles in the Company effective April 01, 2007.
- Bharti Airtel Ltd on April 01, 2007, has announced the reduction in International
Long Distance Tariffs (ISD) for all its mobile customers in India.
- Airtel signs agreement with HTC for touch screen mobile.

Telecom giant Bharti Airtel is the flagship company of Bharti Enterprises. The Bharti
Group has a diverse business portfolio and has created global brands in the
telecommunication sector. Bharti has recently forayed into retail business as Bharti
Retail Pvt. Ltd. under a MoU with Wal-Mart for the cash & carry business. It has
successfully launched an international venture with EL Rothschild Group to export fresh agri
products exclusively to markets in Europe and USA and has launched Bharti AXA Life
Insurance Company Ltd under a joint venture with AXA, world leader in financial protection
and wealth management.

Airtel comes to you from Bharti Airtel Limited, India’s largest integrated and the first
private telecom services provider with a footprint in all the 23 telecom circles. Bharti
Airtel since its inception has been at the forefront of technology and has steered the
course of the telecom sector in the country with its world-class products and services.
Bharti Airtel provides telecommunication services primarily to corporate, and small and
medium scale enterprises in India. The businesses at Bharti Airtel have been structured
into three individual strategic business units (SBU’s) - mobile services, broadband &
telephone services (B&T) & enterprise services. The mobile business provides mobile &
fixed wireless services using GSM technology across 23 telecom circles while the B&T
business offers 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.

Bharti Airtel is one of India's leading private sector providers of telecommunications

services based on an aggregate of 42,685,530 customers as on May 31, 2007, consisting

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of 40,743,725 GSM mobile and 1,941,805 broadband & telephone customers. Bharti
Airtel has strategic alliances with SingTel and Vodafone; partnerships with Ericsson and
Nokia; and an information technology alliance with IBM. The company was founded in
1995. It was formerly known as Bharti Tele-Ventures and changed its name to Bharti
Airtel in April 2006. The company is based in New Delhi, India.

Company shares are listed on The Stock Exchange, Mumbai (BSE) and The National
Stock Exchange of India Limited (NSE).

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1.2 Objectives
• Strengthening & enhancing existing business roles.
• Driving greater empowerment, business focus, operational efficiencies &
customer value
• Taking another significant step towards institutionalization & building a
conglomerate of the future.

Company’s Vision
“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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1.3 Organizational Structure

As an outcome of a restructuring exercise conducted within the company; a

new integrated organizational structure has emerged; with realigned roles,
responsibilities and reporting relationships of Bharti’s key team players. With effect
from March 01, 2006, this unified management structure of 'One Airtel' will enable
continued improvement in the delivery of the Group’s strategic vision.

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1.4 Financial Performance
Bharti Airtel – Performance at a Glance

1. Annual financial highlights for the year ended March 31, 2004, 2005, 2006 and 2007
are based on consolidated audited results as per United States Generally Accepted
Accounting Principles (US GAAP).
2. Financial highlights for the quarter ended June 30, 2006; September 30, 2006,
December 31, 2006 and March 31, 2007 are un-audited and are based on the
consolidated results as per United States Generally Accepted Accounting Principles
(US GAAP).

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Fact sheet

Name Bharti Airtel Limited.

Business Description Provides mobile, broadband & telephone (fixed line) and
enterprise services (carriers & services to corporate)
Established July 07, 1995, as a Public Limited Company
Proportionate Revenue Rs. 184,202 million (year ended March 31, 2007-Audited)
Rs. 117,255 million (year ended March 31, 2006-Audited)
As per Indian GAAP Accounts
Proportionate EBITDA Rs. 74,407 million (year ended March 31, 2007-Audited)
Rs. 42,250 million (year ended March 31, 2006-Audited)
As per Indian GAAP Accounts

Shares in Issue 1,895,934,157 as at March 31, 2007

Listings The Stock Exchange, Mumbai (BSE)
The National Stock Exchange of India Limited (NSE)

Market Capitalisation Market Capitalisation

(as on June 22, 2007)
Approx. Rs. 1,560 billion
Closing BSE share price = Rs. 823.00
Customer Base 40,743,725 GSM mobile and 1,941,805 broadband &
telephone (fixed line) customers (Status as at month ended
May 31, 2007)
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 broadband (DSL) and telephone services (fixed
line) in 94 cities in India.
Registered Office Bharti Airtel Limited
(A Bharti Enterprise)
Qutab Ambience (at Qutab Minar), Mehrauli Road,
New Delhi - 110 030
Tel. No.: +91 11 4166 6000
Fax No.: +91 11 4166 6011/12

1.5 Personnel

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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.

The composition of the Board is as under:

Sunil Bharti Mittal Chairman and Managing Director

Rajan Bharti Mittal Joint Managing Director
Akhil Gupta Joint Managing Director
Rakesh Bharti Mittal Director
Chua Sock Koong Director
Pulak Chandan Prasad Director
Bashir Abdulla Currimjee Director
Donald Cameron Director
Professor V.S Raju Director
Paul O’Sullivan Director
Kurt Hellstrom Director
N. Kumar Director
Gavin Darby Director
Paul Donovan Director
Syeda Imam Director
Ajay Lal Director
York Chye Chang Director
Arun Bharat Ram Director
1.6 Marketing

Areas of operation

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Company wise market share

20
 Top Indian Mobile Operators (Based on Subscribers)
S. Company Circles Subscribers Growth Share
No. (millions) % %
2005- 2006-
2006 2007
1 Bharti Airtel 23 19.6 37.1 90 23.9
2 BSNL 21 18.5 27.9 51 17.8
3 Reliance 23 17.3 27.9 61 17.7
Communications
4 Hutchison Essar 22 15.4 26.4 72 16.8
5 Idea Cellular 11 7.4 14.0 90 8.9
6 Tata Teleservices 20 4.9 11.4 136 7.3
(Group)
7 Aircel 23 2.6 5.5 111 3.5
8 MTNL 2 2.0 2.8 38 1.8
9 Spice 2 1.9 2.7 41 1.7
10 BPL Mobile 1 1.3 1.1 -20 0.7
(Mumbai)
Total 90.9 157.0 73 100

1.7 Strengths and weaknesses of the organization:

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Strengths

• Better environment of the organization

• Company based program attracts new and more clients
• Friendly nature of the Branch Manager towards every employees and trainees
• Satisfactory services of the CRM (Customer Relationship Manager) towards
client.
• Wide distribution network and marketing efforts
• Better quality of the product

Weaknesses

• Lack of the customer satisfaction

• Close competition with other companies

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 METHODOLOGY

2.1. The Study

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 The study was exploratory in nature with survey method being used to complete
the study.

2.2. Objectives of study

• To develop a measure for identification of postpaid need among individual

customer
• To get a exposure to the working environment in the telecom sector
• To open new vistas for further research

The Sample

2.3.1 Population: The population of the study was users of telecom sector in Gwalior
region.

2.3.2 Sampling Frame: The sampling frame of the study was the customers of Airtel.

2.3.3 Sample Size: Questionnaires were filled from 50 respondents.

2.3.4 Sapling Technique: Non probability convenient was used to select the sample.

2.4. The Tools

(i) Tools for Data Collection

• Primary data was collected through the means of self designed questionnaire .

(ii) Tools for Data Analysis

Statistical tools used are:

• Pie charts
• Bar charts
• Percentage method

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RESULTS

25
1. Which service provider’s service do you use?

50
40
30
20
10
0
ea
l

m
e

L
rte

N
nc

co
Id

BS
Ai

ia

di
el

In
R

ta
Ta

Service Provider Percentage of Respondents

Airtel 44 %
Idea 24%
Reliance 22%
BSNL 6%
Tata Indicom 4%

Interpretation:

44% of the respondents say they are using Airtel, 24% of the respondents use Idea
Cellular Service, 22% of the respondents use Reliance, 6% of the respondents use BSNL,
and 4% of the respondents use Tata Indicom Mobile Service.

2. How many connections do you have?

26
 70
60
50
40
30
20
10
0
1 2 3 4 or more

No. Of connections Percentage of Respondents

1 62%
2 20%
3 16%
4 or more 2%

Interpretation:

62% of the respondents say they have only 1 connection, 20% of the respondents have 2
connections, 16% of the respondents have 3 connections, and 2% of the respondents have
4 or more connections.

27
3. Do u have any postpaid connection?

80
60
40
20
0
Postpaid Prepaid

Option Percentage of Respondents

Post Paid 28%
Pre Paid 72%

Interpretation:

28% of the respondents say that they prefer postpaid services and 72% of the respondents
say that they prefer prepaid services.

28
4. How long you are using your connection?

40
35
30
25
20
15
10
5
0
6 months or 1 year 2 years 3 years or
less more

Period Percentage of Respondents

6 months or less 16%
1 year 30%
2 years 34%
3 years or more 20%

Interpretation:

16% of the respondents say they are using connection for 6 months or less, 30% of the
respondents are using connections for the last one-year, 34% of the respondents are using
connections for 2 years and 20% of the respondents are using connection for 3 years or
more.

5. Which connection would you like to prefer and why?

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 70
60
50
40
30
20
10
0

Option Percentage
Prepaid 70%
Postpaid 30%

Interpretation:

Prepaid responded 70% and postpaid responded 30%

50

6. Which tariff plan do you

40 use?

30
20
10
0 30
Bill Usage
Am ount
Interpretation:

Bill amount respondent 48 % , rent respondent 16% , usage respondent 14% , and Any
Option Percentage
Bill Amount 48%
Rent 16%
Usage 14%
Any Discount 22%
discount respondent 22%.

7. Do you
50 feel Comfortable while depositing the bill?
45
40
35
30
25
20
15
10
5
31
0
Yes No
 Option Percentage
Yes 50%
No 50%

Interpretation :

Depositing the bill 50-50% .

8. Do you get the information from customer care whenever you need?

32
 100

80

60

40

20

0
Yes No

Options Percentage of Respondents

Yes 82%
No 18%

Interpretation:

82% of the respondents agree that they get information from the customer care whenever
they need and 18% of the respondents say that they never get information whenever they
need.
9. Rate the following on the basis of your priority?

33
 80
70
60
50
40 Series1
30
20
10
0
Network

Rent

Services

Tariff
Added
Value

Options Percentage of Respondents

Network 56%
Rent 16%
Value Added Services 20%
Tariff 8%

Interpretation:

56% of the respondents prefer network, 16% of the respondents prefer rent, 20% of the
respondents prefer value added services, and 8% of the respondents prefer tariff.

10. Are you comfortable with the procedure of post-paid connection?

34
 60
50
40
Yes
30
No
20
10
0
Yes No

Options Percentage of Respondents

Yes 50%
No 50%

Interpretation:

50% of the respondents agree the procedure of postpaid connection and 50% not agree.

11. How would you rank Airtel brand?

35
 60

50

40

30

20

10

0
Excellent Good Average Poor

Options Percentage of Respondents

Excellent 36%
Good 56%
Average 4%
Poor 4%

Interpretation:

26% of the respondents say that it’s excellent brand, 56 % say that it’s a good brand,16%
of the respondents say that it’s average brand and 2% of the respondents say that it’s poor
brand.

12. Are you comfortable with after sales services?

36
 80
70
60
50
40
30
20
10
0
Yes No

Options Percentage of Respondents

Yes 70%
No 30%

Interpretation:

70% of the respondents agree the sales and 30% not respondent .

13. What do you say about your service provider?

37
 60

50

40

30

20

10

0
Excellent Good Average Poor

Options Percentage of Respondents

Excellent 26%
Good 56%
Average 14%
Poor 4%

Interpretation:

26% of the respondents say that it’s excellent brand, 56 % say that it’s a good brand,14%
of the respondents say that it’s average brand and 4% of the respondents say that it’s poor
brand.

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14. Valuable Suggestions from Customers

• Network should be good and call rates should be reduced

• Reduce the call rates for airtel to airtel
• Vouchers of smaller amount should be available
• Reduce the postpaid connection rate
• Remove the ambiguity of call rates and talk time available
• After sales services should be improved
• Message rates should be reduced.
• Pay attention towards billing problems
• Roaming should be free
• Airtel should add some new plans

39
INTERPRETATION OF RESULTS

40
4. Interpretation of results

• 44% of the respondents say they are using Airtel, 24% of the respondents use Idea
Cellular Service, 22% of the respondents use Reliance, 6% of the respondents use
BSNL, and 4% of the respondents use Tata Indicom Mobile Service.
• 62% of the respondents say they have only 1 connection, 20% of the respondents
have 2 connections, 16% of the respondents have 3 connections, and 2% of the
respondents have 4 or more connections.
• 28% of the respondents say that they prefer postpaid services and 72% of the
respondents say that they prefer prepaid services.
• 16% of the respondents say they are using connection for 6 months or less, 30%
of the respondents are using connections for the last one-year, 34% of the
respondents are using connections for 2 years and 20% of the respondents are
using connection for 3 years or more.
• 82% of the respondents agree that they get information from the customer care
whenever they need and 18% of the respondents say that they never get
information whenever they need.

• 56% of the respondents prefer network, 30% of the respondents prefer rent, 20%
of the respondents prefer value added services, and 8% of the respondents prefer
tariff.
• 26% of the respondents say that it’s excellent brand, 56 % say that it’s a good
brand, 16% of the respondents say that it’s average brand and 2% of the
respondents say that it’s poor brand.

41
IMPLICATIONS OF THE STUDY

42
5. Implications of The Study

It is quite obvious that there were some drawbacks or limitations in study because the
total study depends upon the respondent’s response and availability of correct data. It
includes:
• Due to the time limit, 100% coverage could not be done, thus sampling process was
followed and also played as a limiting constraints for the market survey.
• Another major constraint was cost. The study involved substantial cost and was
beyond the affordability of the researchers.
• This being a convenience sample, the analysis may not be a true picture of the target
population.
• Some of the customers were not cooperative for this research program.
• Many customers did not reveal the problem faced by them and answers given by the
customers can be predicted one.
• Prejudice of some of the respondents.
• Low sample size of the respondents.
• No sufficient access to the database and the computer of Bharti Airtel Ltd Gwalior.
• Restrictions on making the presentation in various SME’s & Corporate

43
SUGGESTIONS AND CONCLUSIONS

44
6.1 SUGGESTIONS
1. The study was conducted with small sample size; further research can be done
taking big sample size.
2. The research was done within the Gwalior city. Further research can be done In
different regions..
3. The research was done considering a particular enterprise in the mind; further
research can be done considering other companies within the telecom industry so
that comparative analysis couled be made.

6.2 CONCLUSIONS

1. Customer is very fickle in nature and he gets attracted to cheaper and better
options so there is a very tough competition between the companies.

2. Airtel was most preferred cellular service provider being a very old and sets its
image in the minds of the customers but now it has less customers because of it’s
high rates.

3. Most of the respondents are not using Airtel Post Paid services due to the Clip
Charges.

4. Most of the respondents say they are using Prepaid Services because of better
tariffs in Prepaid plans, expenses are known, cheap rates, and there is no need to
pay the bills.

5. 44% of the respondents are using Airtel Cellular Services, 24% of the respondents
use Idea Cellular Service, 22% of the respondents use Reliance, 6% of the
respondents use BSNL and 4% of the respondents use Tata Indicom Mobile
Service.

6. It shows that customers are not preferring airtel, it means airtel should improve
it’s services.

45
REFERENCES

46
Books

Kothari C.R., Research Methodology, New Age International Publishers, Second Edition.

Websites

• Company Profile
URLhttp://www.statbrain.com/www.airtelworld.com/
http://www.indiaprwire.com/pressrelease/telecommunications/200703212294.htm
http://wrightreports.ecnext.com/coms2/reportdesc_COMPANY_C356CP940

• Business Link
Know Your Customer’s Need
URL: http://www.businesslink.gov.uk/bdotg/action/layer?topicId=1073861169

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