A PROJECT REPORT ON DISTRIBITION EXPENSION AND MARKET SERVICE UPTO OUR SATISFACTION

AT AIRTELTELECOM DATIA

For the partial fulfillment of the award of Master of Business Administration (2008-2010)

Submitted TO
HEAD OF THE DEPARTMENT SEM

Submitted BY
KAMAL SINGH RAJPUT MBA IIIrd

IPS College of Technology & Management Bela Ki bauri Shivpuri Link Road Gwalior (MP)

ACKNOWLEDGEMENT
.

It is a matter of great pride for me to accept the challenge of being associated with one of the most dynamic and required field of studies, which is known as Information Technology and this leads to the way of getting training in the networking , which is used in telecom services . It is a great pleasure to acknowledge with sincere gratitude to all those who helped me to make this project a success. First I would like to thanks Mr. Sudhir Bhadoriya who gave me an opportunity in the world largest telecom company and special thanks go to Mr. Sharad Parasar and Mr. Sunil Bansal, who were always ready to listen and give advice. I will also like to thank Mr.Sachin Arjaria {RSO] who shared his valuable experience with me under whos guidance i completed my summer training successfully. At last, thanks to the Head of the Management Department of IPS College of Tech. Mgmt. Dr. George Thomas and all the faculty members and also my friends for being so supportive.

DECLARATION

I Kamal Singh Rajput a student of M.B.A.-III Sem. from IPS COLLEGE OF TECHNOLOGY AND MANAGEMENT ,GWALIOR here by declare that all the information has been used for purely academic purpose. I also declare that all information gathered by me during training at the SHRI RAM ENTERPRISES AIRTEL RURAL

OFFICE, DATIA will be kept strictly confidential and not be disclosed without prior written consent of Airtel,(GWALIOR). I anywhere else for the award of any degree or diploma have not submitted this work. All the source of information and help have been duly mentioned and acknowledge.

SIGNATU RE OF THE STUDENT

OBJECTIVE OF THE INDUSTRIAL TRAINING :

The Main Objective of Industrial Training was to get an Industrial Interface, because it becomes very necessary to get an overview of working in an Industry. It is very helpful to the Students who want to be a part of the Industry after the MBA. A major aspect of career counseling and guidance is knowledge of the world of work. Ignorance of the many ways in which people earn a living has been a great deterrent to freedom of occupational choice. The value of work experience in education has long been recognized and is now emphasized in the counseling of youth. Industrial Training is not only to train the Students in a particular field but also to teach them the value of working environment.

CONTENTS-:
AIRTEL IN INDIAN TELECOM MARKET COMPANY PROFILE SUNIL BHARTI MITTAL AS A DINAMIC LEADER

AIRTEL TELE VENTURE LTD.

SERVICES PROVIDED BY THE AIRTEL

VISION & MISSION OF AIRTEL

MOTIVE OF THE INDUSTRIAL TRAINING

DISCRIPTION OF PROJECT SITES: LESS THAN 5 TR SITES LOW REVENUE SITES CUNSUMER SURVEY SAMPLE OF QUESTIONNAIRE

GRAPHICAL REPRESENTATION

LIST OF NEW OUTLETS CAUSES OF LOW REVENUE SOLUTION OF THE PROBLEM

OBJECTIVE OF THE TRANING

TRANING EXPERIENCE

AIRTEL IN INDIAN TLECOME MARKET

In these days a mobile has been become a fashion symbol for the people. Today, it is a basic communication medium for all socio-economic segments. Today the Indian mobile market is the fastest growing and the most competitive in the world. Today India has approximately 170 million phones Connections as on July 2007 (Source: Cellular Operators' Association of India And Association of Basic Telecom Operators). There are many player in telecom market. Airtel is one brand which has been success in building up a vast subscriber base for itself. Airtel's journey to leadership began in Delhi in 1995. Since then, Airtel has established itself pan-India targeting the entire population in India. In the last ten 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. Bharti airtel crossed the 10 million custumer in november 2004.in july last year ,it crossed 25 million customer mrks.

PROFILE OF THE COMPANY

As we spread wings to expand our capabilities and explore new horizons, the fundamental focus remains unchanged; seek out the best technology in the world and put it at the service of our ultimate user: our customer. Mr. Sunil Bharti Mittal (Chairman and MD) Bharti Tele-Ventures Limited, a part of Bharti Enterprises , is India's leading provider of telecommunications services. The businesses at Bharti Tele-Ventures 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 Airtelbrand. Airtel comes to you from Bharti Cellular Limited - a part of the biggest private integrated telecom conglomerate, Bharti Enterprises. Bharti Enterprises has been at the forefront of technology and has revolutionized telecommunications with its world class products and services. Established in 1985, Bharti has been a pioneering force in the telecom sector with many firsts and innovations to its credit, ranging from being the first mobile service in Delhi, first private basic telephone service provider in the country, First Indian company to provide comprehensive telecom services outside India in Seychelles and first private sector

service provider to launch national long distance services in India. As of March 31st 2003, Bharti had approx. 3.44 m total customers nearly 3.07 m mobile and 372,000 fixed line customers. Bharti has many joint ventures with world leaders like Singtel (Singapore Telecom); Warburg Pincus, USA; Telia, Sweden; Asian infrastructure find, Mauritius; International Finance Corporation, USA and NewYork Life InternationaL, USA. In service sector business include mobile operations in Andhra Pradesh, Chennai, Delhi, Gujarat, Haryana, Himachal Pradesh, Karnataka, Kerala, Kolkata, Madhya Pradesh, Maharashtra, Mumbai, Punjab. In addition, it also has fixed line operators in Madhya Pradesh and Chattisgarh, Haryana, Delhi, Karnataka and nationwide broadband and long distance networks. Bharti has recently launched national long distance services by offering data transmission services in voice transmission services for calls originating and terminating on most of Indias mobile network. The company is also implementing a sub-marine cable project connecting Chennai and Singapore for providing international bandwidth. Bharti enterprise also manufactures and exports telephone terminals and cordless phones. Apart from being the largest manufactures of telephone instruments it is also the first Telecom Company to export its product to USA.

SUNIL BHARTI MITTAL- chairmen & CEO Mr. Sunil Bharti Mittal is one of the most successful businessman and honorable person in the present cooperate world. He started his business in 1976 with only Rs. 80000. Initially his business was manufacturing Hero cycle parts in Hariyana and supplied them to Mumbai and Ludhiyana. He is the person first who introduce Hero Honda electric generators in India. He import these generators from Japan. He also introduce button phone first time in India. The name of the company is Beetal. In 1995 he launched Bharti Airtel in Indian market which is now known as Indias no.1 telecommunication company. Firstly Airtel was launched in Delhi and now it is established 24 states. First company who introduced hello tune

BHARTI TELE-VENTURES LTD.

Barti tele-ventures limited is a part of the biggest private integrated telecome company ,Bharti Enterprises . I past 10 years ites has been pursuited great consumer satisfaction . Airtel has redefined the business through marketing innovations, continuous technological up gradation of the network ,intoduction of new generation value added services and the highest standard of customer care. Bharti is the leading cellular service provider , with an all India footprint covering all 23 telecom circles of the country. It has over 12 million satisfied customers. Cellular telephony was introduced in India during the early 1990s. At that time, there were only two major private players Bharti(Airtel) and Essar both companies offered only post paid services . initially,the cellular services market resistered limited growth. Although the cellular services market in India grew during the late 1990s the growth was rather marginal.This was because cellular service providers offered only post-paid cellular services , which were still perceived to be very costly as compared to landline communication. Fololing this realization , the major cellular service providers in India, launched prepaid cellular services in the late 1990s. The main purpose of these services was to target custumers from all sections of society. .

SERVICES PROVIDED BY THE AIRTEL

AIRTEL PREPAID

Airtel Prepaid, the Ready Cellular Card from Airtel comes to you from Bharti Enterprises, India's leading integrated telecom service provider. Going mobile with Airtel Prepaid is a new way of life. With a host of great features, also simple to use, Airtel Prepaid makes everything that you dreamt and believed, possible.
AIRTEL POSTPAID

Airtel welcomes you to a vibrant world of unlimited opportunities. More exciting, innovative yet simple new ways to communicate, just when you want to, not just through words but ideas, emotions and feelings. To give you the unlimited freedom to reach out to your special people in your special way.
AIRTEL ROAMING

Airtel's Roaming service allows you to use your mobile phone to make or receive calls from almost anywhere in India and abroad. Airtel Roaming gives you two great options: AIRTEL NATIONAL - Enjoy roaming in India across 42 partners networks and over 750 cities. AIRTEL INTERNATIONAL - Roam across international destinations, in nearly 119 countries including USA, Canada, UK etc. with 284 partner

PAST & CURRENT DOVELOPMENT

September 2004, Bharti provided fixed-line telephony and broadband services under the Touchtel brand. Bharti now provides all telecom services including fixed-line services under a common brand "Airtel" Blackberry On 19 October 2004 Airtel announced the launch of a Blackberry Wireless Solution in India. The launch is a result of a tie-up between Bharti Tele-Ventures Limited and Research in Motion (RIM). Digital TV Main article: Airtel Digital TV On 9 October 2008, Airtel joined the DTH bandwagon in India with Airtel Digital TV, a Direct-to-Home Television service.

iPhone 3G
The Apple iPhone 3G rolled out in Indian Market on 22nd August 2008 via Airtel & Vodafone. Airtel & Vodafone are planning to launch the newly released Iphone 3GS (16GB & 32GB) in August 2009 in India. Due to the high retail price of INR 32,000 (8GB) and INR 37,000 (16GB), and unavailability of 3G services, iPhone 3G has not seen success in India despite the sky-touching craze among youngsters.

Airtel 3G
Airtel plans to roll out 3G services in India in the next 6 months. Airtel's 3G speeds are rumored to be around 400Kb/s. The main reason to roll out 3G is the competition from BSNL rolling out 3G in India. The other main reason being to promote the iPhone which, otherwise, has not yet seen success in India

PROJECT & SITES Place:

LESS THAN 5 TR SITES LOW REVENUE

SHRI RAM ENTERPRISE AIRTEL RURAL OFFICE (M.P.) 45 Days 30MAY 09 - 13 JULY 09 Mr. SUNIL BANSAL Mr. .SACHIN ARJARIA
Mr. PRAVEN BHODELE

DATIA

Duration: Date

Zonal Manager: RSO: RD: Areas Covered:

All >5 TR SITES & LOW REVENUE SITES.

OBJECTIVES OF THE TRANING-:

To make the new outlets in > 5 TR SITES. . T0 increase outlets & sim selling in low revenue site. To search new revenues areas.

To make aware to customers about the Airtel services.

To encourage the exiting retailers to increase the Airtel services. To aware the retailers how they improve their services. To encourage the retailers to start to sell Airtel sim who doesnt sell sim. To make aware to retailers about how they resolve their problems related f.o.s.

MY PROJECT SITES

1:-PROJECT - LESS THAN 5 TR SITES

RAILWAY SITES1. KOTRA
2.UPRAY 3.PACHOKHARA 4.CHITWAI 5.GOVINDPUR

OTHER SITES 1.SITAPUR 2.CHIRULA 3.SONAGIR 4.BADONKALA 5.SINDHWARI 6.PACHOKHARA 7.HIDORA 8.JIGNA 9.BHAROLI 10.UCHIA 11.NONER 12.IMALIA 13.RICHAR 14.BHUHARA 15.DURGAPUR

2-PROJECT:- LOW REVENUE SITES

RAILWAY SITES
. 1.KOTRA 2.UPRAYO 3.CHITWAI 4.GOVINDPUR 5.PACHOKHARA

OTHERSITES
1.SITAPUR 2.CHIRULA 3.SONAGIR 4.SARSAI 5.GODAN 6.BICHODNA 7.BADONKALA 8.SIDHWARI 9.PACHOKHARA-2 10.HIDORA 11.JIGNA 12.BHAROLI 13.UCHIA

LIST OF 18 NEW OUTLETS -:

SHOP NAME
Sardar Genera l store Jay S.T.D. Main Uchia road,

ADDRESS
Sidhwari

OW NER
Mahe sh Sarda r Sures h Mevaf arosh Duark a Sen Deen dayal Ratho re Anan d Gurja r Brijes h Jatav Santo sh Sahu Yasw

Shubh S.T.D. Banti Kirana store Anand Store

Jujharpur MainRoad, Dherpura,D atia VillKevlari,Dati a

Jatav S.T.D. Sahu Kirana MA

VillLanch ,DistDatia Pachokhara ,Dist-Datia Sukhdevpu

Pitambr a store AnandR icharge store Pappu kirana Milan kirana

Sahu S.T.D.

ra,DistDatia Badanpura, Dist.-Datia Badanpura, Dist.-Datia Badanpura, Dist.-Datia

Lanch, Dist.Datia

ant Kush wah Anan d Dangi Papp u Dangi Ram milan Dangi
Radhe syam Sahu

Airtel live 19%

Airtel prepaid Airtel landline Airtel broadband Airtel live Airtel prepaid 40%

2. Airtel service that attract you the most.

Airtel broadband 18%

Airtel landline 23%

1. Airtel has been adopted by60 50 40 30 20 10 0 Student 36 40 38 30 56

Airtel live 19%

Shopkeepar

Farmer

Airtel prepaid Airtel landline Airtel broadband Housewife Other Airtel live Airtel prepaid 40%

2. Airtel service that attract you the most.

Airtel broadband 18%

Airtel landline 23%

3.Customer take immediate benefit scheme offered by Airtel.

Can't say 5% N0 16%

Yes

N0

Can't say

Yes 79%

4. Which are the most important for you?

29% particular 1.S.T.D. 1.S.T.D. 1.S.T.D. Roming plan 8%

S.T.D./P.C.O. DETAILE:All

address coverage

coverage honer Suresh kevlari Local call plan Surendra Dhaker Roming plan Mahesh Sarma All

Kevlari ,Dist.-Datia 39% Digua,Dist-Datia Taret,Dist.-Datia

Local call Other detail:-

100 normal sim sell 24%

5.Which celebrity you like most in Airtel advertisement.

plan

Shahrukh
R.Madhvan 13% vidya 7% Shahrukh 34%

Sachin A.R.Rah man R.Madhv an vidya

A.R.Rahman 17%
Dissatisfy 22%

full satsfy

Sachin 29%

partial satisfy partial dissatisfy

Partial dissatisfy 9%

dissatisfy rrrttt
full satisfy 59%

6. Customer satisfaction level-

partial satisfy 10%

7. Which means of advertisement do you more attracts?

Canop 8%

Other 6%

Announcement 13%

Multimedia 34%

Multimedia Print medi Hordings Announcement Canop Other

STD Pack

Hordings 17%

35 30 25 20 15 10
Print medi 22%

Local call rate Roming plan SMS pack Night calling pack

8.Which plan of Airtel attracts you more? 5

0 STD Pack Local Roming call rate plan SMS pack Night calling pack

CAUSES OF LOW REVENUE-:

Less information about schemes to retailers.

CAUSES OF LOW REVENUE

Improper response by F.O.S. toward retailers.

Improper coordination between F.O.S. & retailers

Less p.o.p. (accessories) to retailers. Less number of outlets in that particular area. Undeveloped market area. Unaware customers.

CONLUSIONS-:

The F.O.S. should properly inform to retailers about the schemes launched by distributors.

The F.O.S. of that particular area should visit to his field area, regularly and sincerely.

The distributors should inform about each and every F.O.S. who is working under him by the retailers, whether he is approaching to his field area retailers or not.

On time balance should provided by F.O.F. to his retailers. Optimal solutions of retailers problems by quick response.

Provided fair P.O.P. (i.e. accessories) to retailers.

Activation of sim of customers as soon as within 2-3 hours. Formalities should be checked properly and they should send to main office as soon as possible. Better signal should be provided in all regions. Good relation with customers and retailers

OUR LEARNING
. After the close analysis of the above data the Asia largest private telecommunication company Airtel Ltd. my own learning I got a chance to get training in such a large amount of learning in this telecom industry with the interesting topic; I could apply this absorbed knowledge while opening new outlets in those areas where gapes were. As have been mentioned all details of new outlets in the list; are covered that areas which had lack of full informations regarding the services. These new customers have taken interest by accepting the proper solutions of problems came from customers.

They were also told about the welfare schemes prepared for their continuous transaction of service which are as followings: The retailer will be informed about the new product launching as fast as possible. The retailer will be in a regular contact of FOS of that area. The retailer will be provided some attractive POP to inform and attract the customer. The retailer can contact the FOS any time.

PREFACE

As a management student, it is very important to get acquainted with the practical knowledge of related field. In same way I have completed my summer training in airtel gwalior, which has largest market share of private telecom service providers. If we want to get the real knowledge of marketing activities, the tricks to introduction of product, position of the product and services to face the competitions, telecom industry is unique example for it. Beside all these things customer satisfaction is essential in each and every service sector. Telecom industry uses all the marketing mix activities and in this way marketing force of the company plays a vital role of existence of the company.

Sample of questionnaire

Customers Name- Occupation-.. 1.Which mobile service do you prefer-

Place-...

A. Airtel B. Idea C. Reliance D. BSNL D. Vodafone 2. Which one plan of airtel attracts you moreA. STD Pack B. Night calling plan C. Local call rate D. Roaming plan SMS Pack 3. Which means of advertisement is more attract of youA. Multimedia B. print media C. Hordings D. Can op E. Announcement 4.Which occupational people does more use of airtelA. Businessmen B. Student C. Farmer D Housewife E. Others 5. which sarvies do you use of airtelA. Airtel prepaid B. Airtel postpaid C. Airtel broad band D. Airtel live 6. Are you satisfy of the service of airtelA. Fully satisfied B. Partial satisfied C. Dissatisfied D. Fully dissatisfied 7. Which one is more important of youA. Coverage B. Connectivity C. Roaming D. Local call E. All 8. Which celebrity is more attract in airtel advertisementA. Shahrukh B. Sachin C. R. Madhvan D. A.R. Rahman E. VIdya Balan E.

9. Do you take benefit of scheme offered by airtelA. Yes B. No C. Cant say 10. You do not prefer the airtel becauseA. interrupted network B.Unavalavility of recharge C. unaware of new scheme D. None

Thanks Dated: