Acknowledgement

We would like to acknowledge and extend our gratitude to the following

persons who have made the completion of this project possible:

First of all we would like to thank Dr. Sona Ram Bishnoi - Director of
Applied Management & Engineering Institute. Mr. Rakesh Shrma and
Mr. R. S. Soda to provide us such a very exiting opportunity and for their
good help to provide a better coordination and control among all the
activities related to completion of internship.

Secondly, we would like to thank our project coordinator Mrs. Megha

Bhati for her great help. As she is being our project coordinator she provided
us very necessary and important guidance and support until the submission
of our project.

We are also hearty grateful to Mr. Upainder Shing Rathor, Zonal

Manager of Bharti Hexacom (AIRTEL) Jodhpur zone and Mr. Rajesh
Sharma, Marketing Head of Bharti Hexacom (AIRTEL) Jodhpur zone, to
provide us right kind of training and information to make our internship
program successful.

We would also like to show our gratitude to all the members of our
Management Cell to help us and other students to get placed in good and
Reputed Company for the internship program.

We would like to show our gratitude to the Whole Family of AMEI

for their continuous effort in making the whole internship program
knowledgeable and interesting.

Above all, we are beholden to our Parents and other family members
for their blessing and encouragement in completing this task.

Internship report by Harish Prajapat & Khushal Soni 1

 PREFACE

The research provides an opportunity to student to demonstrate application of their

knowledge, skill and competencies required during the technical session. Research also
helps the student to devote their skill to analyze the problem to suggest alternative
solutions, to evaluate them and to provide feasible Recommendations on the provided
data.

The research is on the topic of “Analysis of Consumer behavior in

Jodhpur Region for after sales service available in Telecom Industry ”. I
have tried my level best to prepare this report as an error free report and every effort has
been made to offer the most authenticate position with accuracy.

The Indian communications scenario has transformed into a multiplayer, multi

product market with varied market size and segments. Within the basic phone service the
value chain has split into domestic/local calls, long distance players, and international
long distance players. Apart from having to cope with the change in structure and culture
(government to corporate), Airtel has had to gear itself to meet competition in various
segments – basic services, long distance(LD), International Long Distance (ILD), and
Internet Service Provision (ISP).It has forayed into mobile service provision as well.

 What marketing strategies the Airtel is implementing to defend and increase the
market share?
 To find who are the competitors of the Airtel and the market shares of the
competitors and what strategies Airtel is implementing to beat its competitors.
 To find out how Airtel react with the technology changes in the communications
sector.

Internship report by Harish Prajapat & Khushal Soni 2

Contents Page
No.

INTRODUCTION...........................................................................................4
OBJECTIVES OF THE STUDY....................................................................9
COMPANY PROFILE..................................................................................10
CALENDAR YEAR & EVENTS..................................................................................11
FACT SHEET................................................................................................19
AIRTEL JODHPUR ZONE..........................................................................20
BUSINESS DIVISIONS...............................................................................21
ORGANIZATION STRUCTURE................................................................27
BOARD OF DIRECTORS.............................................................................................28
MARKETING STRUCTURE AND OPERATIONS:-.................................29
PROPOSED AREAS OF OPERATIONS......................................................................30
POSITION IN MARKET..............................................................................34
SWOT ANALYSIS OF AIRTEL..................................................................34
QUESTIONERIES........................................................................................36
RETAILER FEEDBACK...............................................................................................36
FEEDBACK POINT OBSERVATION BY YOU.........................................................38
CUTOMER FEEDBACK..............................................................................................39
CUSTOMER SATISFACTION....................................................................40
TEN BASIC RULES FOR CUSTOMER SATISFACTION:-......................................41
FINDINGS.....................................................................................................42
CONCLUSION.............................................................................................43
RECOMMENDATIONS...............................................................................44
SUGGESTIONS............................................................................................44
BIBLIOGRAPHY.........................................................................................45

Internship report by Harish Prajapat & Khushal Soni 3

INTRODUCTION
Telecommunications sector in India
Indian telecom is more than 165 years old, beginning with the commissioning of the first
telegraph line between Kolkata and Diamond Harbors in 1839. In1948, India had 0.1
million telephone connections with a telephone density of about 0.02 telephones per
hundred populations. As of June2007, there were 225.21 million telephone (including
cellular mobile) connections in the country with a telephone density of 19.86 telephones
per hundred populations. Out of total 225.21 million telephone connections, 185.13
million (nearly 82percent) connections pertained to wireless and mobile phones. Some
administrative and functional aspects of the telecom sector in India are discussed below:

History of Indian Telecommunications started in 1851 when the first operational

land lines were laid by the government near Calcutta (seat of British power). Telephone
services were introduced in India in 1881. In 1883 telephone services were merged with
the postal system. Indian Radio Telegraph Company (IRT) was formed in 1923. After
independence in 1947, all the foreign telecommunication companies were nationalized to
form the Posts, Telephone and Telegraph (PTT), a monopoly run by the government's
Ministry of Communications. Telecom sector was considered as a strategic service and
the government considered it best to bring under state's control.

In 1880, two telephone companies namely The Oriental Telephone Company Ltd.
and The Anglo-Indian Telephone Company Ltd. approached the Government of India to
establish telephone exchanges in India. The permission was refused on the grounds that
the establishment of telephones was a Government monopoly and that the Government
itself would undertake the work. By 1881, the Government changed its earlier decision
and a license was granted to the Oriental Telephone Company Limited of England for
opening telephone exchanges at Kolkata, Mumbai, Chennai (Madras) and Ahmedabad.
January 28, 1882, is a Red Letter Day in the history of telephone in India. On this day
Major E. Baring, Member of the Governor General of India's Council declared open the
Telephone Exchange in Kolkata, Chennai and Mumbai. The exchange at Kolkata named
"Central Exchange" was opened at third floor of the building at 7, Council House Street.
The Central Telephone Exchange had 93 numbers of subscribers. Bombay also witnessed
the opening of Telephone Exchange in 1882.

India is the fourth largest telecom market in Asia after China, Japan and South
Korea. The Indian telecom network is the eighth largest in the world and the second
largest among emerging economies. At current levels, telecom intensiveness of Indian
economy measured as the ratio of telecom revenues to GDP is 2.1 percent as compared
with over 2.8 percent in developed economies (CRISIL, www.ibef.com).

Internship report by Harish Prajapat & Khushal Soni 4

 Indian telecom sector has undergone a major process of transformation through
significant policy reforms. The reforms began in 1980s with telecom equipment
manufacturing being opened for private sector and were later followed by National
Telecom Policy (NTP) in 1994 and NTP'1999.

Historically, the telecom network in India was owned and managed by the
Government considering it to be a natural monopoly and strategic service, best under
state's control. However, in 1990's, examples of telecom revolution in many other
countries, which resulted in better quality of service and lower tariffs, led Indian policy
makers to initiate a change process finally resulting in opening up of telecom services
sector for the private sector.

Policy reforms can be broadly classified in three distinct phases

* “The Decade of 1980's saw private sector being allowed in telecommunications

equipment manufacturing. Mahanagar Telephone Nigam Limited (MTNL) and Videsh
Sanchar Nigam Limited (VSNL) were formed and a Telecom Commission was set up to
give focus to telecommunications policy formation.

* “In 1990’s, Telecommunications sector also benefited from the general opening up of
the economy. NTP 1994 was the first attempt to give a comprehensive roadmap for the
Indian telecommunications sector.

 Availability of telephones on demand (targeted by 1997)

 Universal service covering all villages and one PCO per 500 persons in
urban areas at the earliest (targeted to be achieved by 1997)
 Telecom services at affordable and reasonable prices
 World standard quality of services

* “NTP 1999 brought in the third generations of reforms in the Indian

telecommunications sector.

Introduction of the Telephone co.

The first wind of reforms in telecommunications sector began to flow in 1980s

when the private sector was allowed in telecommunications equipment manufacturing. In
1985, Department of Telecommunications (DOT) was established. It was an exclusive
provider of domestic and long-distance service that would be its own regulator (separate
from the postal system). In 1986, two wholly government-owned companies were
created: the Videsh Sanchar Nigam Limited (VSNL) for international
telecommunications and Mahanagar Telephone Nigam Limited (MTNL) for service in
metropolitan areas.

In 1990s, telecommunications sector benefited from the general opening up of the

economy. Also, examples of telecom revolution in many other countries, which resulted
in better quality of service and lower tariffs, led Indian policy makers to initiate a change
process finally resulting in opening up of telecom services sector for the private sector.

Internship report by Harish Prajapat & Khushal Soni 5

National Telecom Policy (NTP) 1994 was the first attempt to give a comprehensive
roadmap for the Indian telecommunications sector. In 1997, Telecom Regulatory
Authority of India (TRAI) was created. TRAI was formed to act as a regulator to facilitate
the growth of the telecom sector. New National Telecom Policy was adopted in 1999 and
cellular services were also launched in the same year.

The Department of Telecommunications (DoT)

Center for Development of Telematics (C-DOT)
Telecommunications regulatory Authority of India (TRAI)
Mahanagar Telephone Nigam Limited (MTNL)
Videsh Sanchar Nigam Limited (VSNL)

Telecommunication sector in India can be divided into two segments: Fixed

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

Cellular services can be further divided into two categories: Global System for
Mobile Communications (GSM) and Code Division Multiple Access (CDMA). The GSM
sector is dominated by Airtel, Vodafone-Hutch, and Idea Cellular, while the CDMA
sector is dominated by Reliance and Tata Indicom. Opening up of international and
domestic long distance telephony

Services are the major growth drivers for cellular industry. Cellular operators get
substantial revenue from these services, and compensate them for reduction in tariffs on
airtime, which along with rental was the main source of revenue. The reduction in tariffs
for airtime, national long distance, international long distance, and handset prices has
driven demand.

The Key players in the Telecom Market in India Cellular Service provider:
1. BSNL
2. Airtel
3. Vodafone
4. Idea
5. Reliance
6. Tata Indicom
7. Aircell
8. Spice
9. MTNL
10. Shyam Telecom

Internship report by Harish Prajapat & Khushal Soni 6

Present
Telephony Subscribers (Wireless and Landline): 363.95 million (Oct 2008)

Cellphone: 325.73 million (Oct 2008)

Land Lines: 38.22 million (Oct 2008)

Yearly Cellphone Addition: 83 million (2007)

Monthly Cellphone Addition: 10.29 million (Oct 2008)

Teledensity: 31.5% (Oct 2008)

Projected teledensity: 500 million, 40% of population by 2010.

Broadband connection: 5.05 million (Oct 2008)

India has begun a process of telecom reform without any coherent long term plan.
For the benefits to be available to the economy a number of actions would have to be
taken, viz., separation of policy and operation, corporatization of at least some divisions
of telecom service, and implementation of a long term training policy and monitoring
systems to ensure fair access to the network. Ad-hoc nature of the reform process would
lead to minimal benefits and at times may be dysfunctional. The speed of implementation
of reforms needs to be accelerated. Implementation of many of these suggested measures
may require strong political will and a concerted effort. This paper highlights the role of
political will and employees concerns in implementing reforms and the need for top
management in addressing them. A well laid out plan for reform is likely to bring greater
success and remove uncertainty from investors and employees and bring in support for
the reform process.

Indian telecom is world’s fastest growing telecom expected grow three fold by
2012.Tremendous strides in this industry have been facilitated by the supportive and
liberal policies of the Government. Especially the Telecom Policy of 1994 which opened
the doors of the sector for private players. Rising demand for a wide range of telecom
equipment has provided excellent opportunities for investors in the manufacturing sector.
Provision of telecom services to the rural areas in India has been recognized as another
thrust area by govt. which also helps for the enormous opportunities in this sector.
Therefore telecom sector in India is one of the fastest growing sectors in the country and
has been zooming up the growth curve at a feverish pace in the past few years. And even
the Indian Wireless Market is booming which has plenty of room for growth.

Internship report by Harish Prajapat & Khushal Soni 7

 The Indian telecom market is expected to grow three fold by 2012 & market size
over US $ 8 billion. Moreover the government has set a target of 20 million broadband
connections by 2010. The National Telecom Policy 1999 targets tale-density at 15 per
cent by 2010. This will entail an investment of US $ 40- 50 billion over the next 6-8
years. There is an immense opportunity for DTH in the Indian market which is almost 10
times compared to the developed countries like the US and Europe. For every channel
there is a scope for broadcasting it in at least ten different languages. So every channel
multiplied by ten that is the kind of scope for DTH in the country. India’s media players
have all the ingredients to develop a successful DTH industry. So currently there is a lot
of pent-up demand in the Indian market for DTH. It is expected that by the year 2010
there will be over 500 million subscribers in the Indian telecom market. Cellular
subscriber base is projected to grow at a CAGR (Compounded Annual Growth Rate) of
48 per cent & expected to reach 88 million in 2012. Over 150% growth in telecom
services is projected in 5 years. India will require large investments in network
infrastructure & India expected to be fasted growing telecom market in the world. Since
the project expected to reach 30-40% per year 250 subscribers by 2009- 2010.Total
estimate of investment opportunity of USS 22 billion expected over the next five years.

The telecom industry is one of the fastest growing industries in India. India has
nearly 200 million telephone lines making it the third largest network in the world after
China and USA. With a growth rate of 45%, Indian telecom industry has the highest
growth rate in the world.

Internship report by Harish Prajapat & Khushal Soni 8

OBJECTIVES OF THE STUDY

 Creating awareness to Airtel Prepaid customers about the facilities in prepaid

connections.

 Analyzing the problem faced by prepaid customers.

 Collecting the data bases of different age group of customers interested in

different types of toppings offer.

 Motivating the customers to take prepaid connections.

 Analyzing which prepaid plan is more used by customers.

 Analyzing which type of top up and recharge more used by customers.

 Analyzing the satisfaction level of customer towards prepaid connection.

Internship report by Harish Prajapat & Khushal Soni 9

COMPANY PROFILE

About Bharti Airtel Limited:

Bharti Airtel Limited, a group company of Bharti Enterprises, is India’s leading
integrated telecom services provider with an aggregate of 62 million customers. Bharti
Airtel has been rated among the best performing Companies in the world in the Business
Week IT 100. 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 fiber network currently spans over 53,000 kms covering
all the major cities in the country. The company has two International landing stations in
Chennai that connects two submarine cables uSystems - i2i to Singapore and SEA-ME-
WE-4 to Europe.

. Bharti Airtel crosses the 62 million customer mark Becomes the fastest private
telecom company in the world to achieve this milestone Enters into the league of the
world’s top telecom companies, moves toward stop 5 global mobile companies Adds last
25 Million in just 14 months, accelerates towards the 100 million customer mark Rapidly
expands network, to roll out across all census towns and over 5, 00,000 villages –
covering over 95% of the population.

Bharti Airtel has achieved the distinction of becoming the fastest private telecom
company in world to achieve this landmark in a single country within 143 months of start
of operations. The 50 million customer base covers mobile as well as broadband &
telephone customers. Commenting on this major global landmark, Mr. Akhil Gupta, Joint
Managing Director, Bharti Airtel said, “We are delighted to have achieved this major
landmark, which puts Bharti Airtel amongst the top telecom companies in the world. It
underlines the strength of our unique business model and our vision to provide affordable
services like lifetime prepaid to customers across the length and breadth of the country. I
would like to thank our partners for having shared our vision. This milestone highlights
the emergence of India as one of the top telecom markets in the world and we are proud
to have been at the forefront of this growth. Going forward, we believe this growth
momentum will remain intact and we are gearing towards the 100 million customers
mark.”

Internship report by Harish Prajapat & Khushal Soni 10

 Bharti Airtel crossed the 10 million customer mark in November 2004. In July last
year, it crossed the 25 million customer mark. The company added the next 25 million
customers in just 14 months. This is amongst the fastest rate of customer additions by any
telecom company in the world.

Mr. Manoj Kohli, President & CEO, Bharti Airtel added, “This is a very proud
moment for us and I would like to thank our 50 million customers for believing in Airtel.
It is a tribute to our commitment to provide best-in-class services to our customers and
lead the market with exciting innovations. We are committed to create a world-class
organization and benchmark it with the best in the world. As the market gets ready for the
next wave of growth, we are committed to expanding our telecom networks wider and
deeper across the country and partner India’s growth story.”

In the mobile business, Bharti Airtel plans to make considerable investments in

Network expansion to establish presence in all census towns and over 500,000 villages
across India by 2010, thereby covering 95% of the country’s total population. The
company’s strategic focus will be on further strengthening the Airtel brand through best-
in-class customer service, which is backed by wide national distribution.

In the Enterprise business, Bharti Airtel will invest substantially in the long
distance business to achieve the scale of a global carrier within next 2-3 years. It is also
strengthening the corporate business towards becoming a preferred managed services
partner for the top 2000 corporations. In Broadband & Telephone SBU, Bharti Airtel will
initiate large-scale deployments of broadband network infrastructure in 94 towns, with a
sharp focus on the home and SME segments. It is readying to offer triple play to its
customers with the launch of its IPTV service. The company is also looking at
commencing national DTH operations by the end of the current fiscal.

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.

Internship report by Harish Prajapat & Khushal Soni 11

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
 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.

Internship report by Harish Prajapat & Khushal Soni 12

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, respectivelyBharti Tele-Ventures acquired a 44% equity
interest in BhartiCellular from British Telecom, thereby making Bharti Cellular its
100% subsidiary 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 toNTP - 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

Internship report by Harish Prajapat & Khushal Soni 13

  DoT grants ILD Telephony License to Bharti Telesonic, subsidiary of the
company
 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
 Airtel launches Local direct dialling facility in Chennai circle
 Mobilises 5 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 February27, 2003.
 Airtel provides SMS cricket updates
 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

Internship report by Harish Prajapat & Khushal Soni 14

 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
 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
 Links 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
 Airtel embarks on network expansion in Hyderabad
 Airtel unveils India One 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

Internship report by Harish Prajapat & Khushal Soni 15

2004
 Bharti unveils new card for Mecca pilgrims
 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 AndhraPradesh
 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-paid 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
license 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
 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 0-750 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 0 m via FCCBs
 Samsung India Electronics Limited has tied up with cellular operator Bharti for
bundling its mobile handsets with a connection.

Internship report by Harish Prajapat & Khushal Soni 16

  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 optimize 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 talk time 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 Maharashtra and Goa circles
 India's leading cellular company Bharti Tele-Ventures has bagged the Asian
Mobile News operator of the year award in India and the subcontinent
 Bharti Tele-Ventures Ltd has awarded a 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
 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 Talk time 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 5-m deal with Nokia for rural network expansion

Internship report by Harish Prajapat & Khushal Soni 17

  Bharti Tele Ventures Ltd has announced that Airtel, ICICI Bank & VISA have
joined hands to launch chq - 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 Net Expert.
 Airtel launches Post2Pre recharging service on April 04,2006.
 Airtel sets up customer centre
 Mobile service provider Airtel today announced the launch of `Save myPhone
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 0 million.
 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

Internship report by Harish Prajapat & Khushal Soni 18

FACT SHEET

Name Bharti Airtel Limited.

Business Description Provides mobile, telemedia services (fixed line) and

enterprise services (carriers & services to corporate)

Established July 07, 1995, as a Public Limited Company

Proportionate Revenue Rs. 270,122 million (year ended March 31, 2008-Audited)
Rs. 184,202 million (year ended March 31, 2007-Audited)
As per Indian GAAP Accounts

Proportionate EBITDA Rs. 114,018 million (year ended March 31, 2008 - Audited)
Rs. 74,407 million (year ended March 31, 2007 - Audited)
As per Indian GAAP Accounts

Shares in Issue 1,898,020,804 as at June 30, 2008

Listings The Stock Exchange, Mumbai (BSE) The National Stock

Exchange of India Limited (NSE)

Market Capitalization Market Capitalization (as on September 18, 2008) Approx.

Rs. 1,443 billion Closing BSE share price = Rs. 760.35

Customer Base 69,383,716 GSM mobile and 2,393,732 telemedia

customers (Status as at month ended June 30, 2008)

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

Internship report by Harish Prajapat & Khushal Soni 19

AIRTEL JODHPUR ZONE

There are 23 circle offices in India and each circle office has zonal offices under its
working circle. In Rajasthan the circle office is situated at Jaipur where approx. 450
employers are working and there are 7 zonal offices in Rajasthan; Jaipur, Jodhpur,
Bikaner, Kota, Udaipur and Ajmer. The main office of bharti hexacom ltd., Jodhpur zone
is at 2nd polo, paota where 50-60 employers are working in which 40 employers is On-roll
and 15 are off- role. In Jodhpur zone Mr. Upender Singh Rathore is zonal business
manager (ZBM) and Mr. Rajesh Sharma is the Marketing head who is reported at
marketing manager at Jaipur office. Mr. Rajesh Sharma looks the works related to
hording boards, Retail and posters which comes from Jaipur office.

There are three ZSM (zonal sales manager) at Jodhpur office

A. For Jodhpur district

B. For Jaisalmer, Bikaner and Jalore
C. For Pali & Sirohi

Each ZSM has 10 Territory managers under him which are of two types

1. Urban Territory manager

2. Rural Territory manager

Each Territory manager looks the work of 4-6 distributers. There are 16 distributers and
1700 to 1800 retailer in Jodhpur city. In Jodhpur 20,000 Activations per month are held.
The total monthly turn over of Airtel Prepaid in Jodhpur zone is Rs 25,00,00,000.

At Rajasthan Division

CEO Raghunath
Mandava

VB Sales & Marketing Dhruv Bhaga

GM Marketing R Sunder

Internship report by Harish Prajapat & Khushal Soni 20

Bharti Hexacom (AIRTEL) office, Jodhpur

BUSINESS DIVISIONS
Mobile: Bharti Airtel offers GSM mobile services in all the 23-telecom circles of India
and is the largest mobile service provider in the country, based on the number of
customers.

Internet: The group offers high speed broadband internet with a best in class network.
With Landline services in 94 cities we help you stay in touch with your friends & family
and the world.

Data connectivity: The group focuses on delivering telecommunications services as an

integrated offering including mobile, broadband & telephone, national and international
long distance and data connectivity services to corporate, small and medium scale
enterprises.

Fiber cables: The Company compliments its mobile and broadband & telephone services
with national and international long distance services. It has over 35,016 route kilometers
of optic fiber on its national long distance network. For international connectivity to east,
it has a submarine cable landing station at. For international connectivity to the west, the
Company is a member of the South East Asia-Middle East-Western Europe – 4 (SEA-
ME-WE-4) consortiums along with 15 other global telecom operators.

Mobile

Prepaid- Enter the world of limitless possibilities with Airtel Prepaid. The service that
helps you gives words to every feeling, an expression to every emotion.

Postpaid- Life becomes much simpler with your Airtel Postpaid. It gives you the
unlimited freedom to reach out to people in your special way.

Internship report by Harish Prajapat & Khushal Soni 21

Broadband services

Speed on Demand

With our innovative service, you can enjoy a dedicated speed of up to 2 Mbps without
having to change your subscription plan. What’s more, you only pay for what you use.

HP Campaign

Free broadband for 14 months with any Compaq notebook or desktop. Make an exciting
world come alive with Airtel Broadband.

Airtel PC Secure

One of the best in PC security, to provide you and your family with our great value online
security package.

Entertainment on Airtel

Choose your style. Now even for your homepage.

Internship report by Harish Prajapat & Khushal Soni 22

Unlimited games on demand @ Rs.99 per month Experience Wizkid on Airtel.

Just log-in with your Airtel Broadband ID and     unleash great music at great prices!

Airtel brings you a wide range of high-quality and exciting games in alliance with India
games. Just login with your Airtel Broadband ID and start playing.

Special Services

Broadband and internet services

Airtel brings you a host of exciting features ranging from facilities like Online tests, In
touch and Video Surveillance Solutions to trouble shooting devices like, Net Expert and
Web Jockey.

Control your business, 24x7. Observe your office, warehouse, shop and staff from your
PC, from anywhere and all the time

Internship report by Harish Prajapat & Khushal Soni 23

Create and share your precious moments with your loved ones with In Touch. It’s a great
way to reach out to your loved ones who are far away.

Introducing NetXpert, India’s first ever automated Broadband care technology which
provides immediate solutions for Internet connectivity related problems.

Airtel Broadband Services and TCY Online offer you online competitive tests for GRE,
GMAT, SAT and MBA, from the comfort of your home

Wi-Fi is a wireless technology brand by the Wi-Fi Alliance that gives you a host of
fantastic advantages ranging from reliability to security.

Calling cards

Our calling card services connect you to your friends and friends in India a cost effective
and reliable manner. Choose from the options below and stay connected.

Calling Cards include

Great savings on calling anywhere in India or across the world. Even if your phone is not
STD/ISD enabled, go ahead and talk to your loved ones.

Internship report by Harish Prajapat & Khushal Soni 24

Now call back India from USA at lowest cost of just 6c / min.

Traveling abroad? Save precious foreign exchange and up to 94% over international
roaming charges.

Home Phones

Home Phones include

Airtel welcomes you to its world of telephony services, which offers you world class
services with its cutting edge technology.

Avail of the convenience of a mobile phone on a fixed line, without any cables disturbing
the ambience of your living room!

What's New?

Win big with Airtel! All you have to do is, participate in awesome contests & promos,
created especially for you and win loads of super prizes! Also Check out this space for
more exciting stuff! You can also avail of many offers for your Broadband.

Internship report by Harish Prajapat & Khushal Soni 25

Wireless Internet

With Airtel’s Wireless Internet, you have the freedom to access the Internet
anytime, anywhere across India. It enables Internet, Email, and Office applications with
real-time secure VPN access to corporate applications whilst on the move Wireless
Internet include

Airtel Data Card is the superior PC Data Card solution which delivers wireless internet
capabilities to laptops and notebooks, by providing EDGE and GPRS technologies in a
single PC Card package.

Now get an instant access to internet and your corporate applications with our USB
Modem. Become truly mobile with this efficient cost saving device.

Internship report by Harish Prajapat & Khushal Soni 26

ORGANIZATION 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,

Internship report by Harish Prajapat & Khushal Soni 27

this unified management structure of ’One Airtel' will enable continued improvement in
the delivery of the Group’s strategic vision.

Board of directors

Sunil Bharti Mittal Chairman and Managing Director

Rajan Bharti Mittal Director

Akhil Gupta Joint Managing Director

Rakesh Bharti Mittal Director

Chua Sock Koong Director

Pulak Chandan Prasad Director

Bashir Abdulla Currimjee Director

Mauro Sentinelli Director

Professor V.S Raju Director

O’Sullivan Director

Kurt Hellstrom Director

N. Kumar Director

Ajay Lal Director

Francis Heng Director

Arun Bharat Ram Director

Internship report by Harish Prajapat & Khushal Soni 28

MARKETING STRUCTURE AND OPERATIONS:-
Delhi

Our Delhi network covers a license area that includes the state of Delhi and the
neighboring towns of Faridabad and Gurgaon in the state of Haryana, and Ghaziabad and
Noida in the state of Uttar Pradesh. We have a 20-year license to provide cellular services
in our Delhi circle, valid until November 2014, and which is extendible by additional
periods of 10 years. In addition to being India’s political capital, Delhi has the highest per
capita income, the highest installed fixed-line penetration rate, and the highest population
density among the 29 states of India. Delhi has a high concentration of service and
manufacturing industries and houses the Central Government, the head offices for many
major public sector enterprises, embassies and various government missions and
development agencies. We believe that these factors create high roaming revenue
potential from cellular subscribers who roam into our network from other circles. As of
November 30, 2001, we had 465,278 customers in Delhi, giving us a market share of
approximately 56% in this circle.

Karnataka and Andhra Pradesh

Located in southern India, Karnataka is a major business centre and several information
technology companies are based in and around its capital, Bangalore. Andhra Pradesh is
adjacent to Karnataka and several information technology companies are based in and
around its capital, Hyderabad. Information technology companies are typically high-
volume users of telecommunications services, particularly for data transmission. We offer
cellular services in these circles pursuant to 20-year license, valid until 2016 for
Karnataka and until 2015 for Andhra Pradesh, each of which is extendible by additional
periods of 10 years. As of November 30, 2001, we had 177,810 and 195,054 customers in
Karnataka and Andhra Pradesh, respectively, giving us a market share of approximately
57% and 48%, respectively, in these circles.

Chennai

Internship report by Harish Prajapat & Khushal Soni 29

We provide cellular services in Chennai (the capital city of the southern state of Tamil
Nadu) and in the adjoining areas of Mahabalipuram, Minjur and Maraimalai Nagar.
Chennai is a major centre for information technology companies and foreign
multinational corporations. Our network is operated pursuant to a 20-year license, valid
until November 2014, and which is extendible by additional periods of 10 years. As of
November 30, 2001, we had 110,032 customers in Chennai, giving us a market share of
approximately 51% in this circle.

Himachal Pradesh

Located in northern India, Himachal Pradesh is one of India’s most mountainous states
and is a popular tourist destination, particularly for residents of Delhi and other north
Indian states. Our network is operated pursuant to a 20-year license, valid until November
2015, and which is extendible by additional periods of 10 years. As of November 30,
2001, we had 12,462 customers in Himachal Pradesh, giving us a market share of
approximately 64% in this circle.

Kolkata

Kolkata is the capital city for the eastern state of West Bengal. Several domestic and
multinational companies are based in Kolkata and it is a major centre for trade and
commerce in eastern India. Our network is operated pursuant to a 20-year license, valid
until November 2014, and which is extendible by additional periods of 10 years. As of
November 30, 2001, we had 87,570 customers in Kolkata, giving us a market share of
approximately 41% in this circle. We have grown as a result of both organic growth and
acquisitions of circles completed by us. The following table sets forth the growth in the
number of our cellular customers over the last three years.

Proposed Areas of Operations

In September 2001, we entered into license agreements with the DOT to provide cellular
services in the eight circles of Mumbai, Maharashtra, Gujarat, Madhya Pradesh, Haryana,
Uttar Pradesh (West), Tamil Nadu and Kerala. All these licenses are for a period of 20
years, valid until August 2021, and are extendible by additional period of 10 years. In
September 2001, the DoT also restored the Punjab license in our favors. The Punjab
license is for a period of 20 years, valid until 2015, and is extendible by additional periods

Internship report by Harish Prajapat & Khushal Soni 30

of 10 years. We expect to commence providing cellular services in these nine proposed
circles by the middle of this year.

Mumbai

Mumbai is the financial and commercial capital of India and one of the largest cities in
the world in terms of population. Mumbai is among the highest per capita income cities in
India. Several leading financial institutions, regulatory agencies, multinational
corporations, service organizations and leading conglomerates are located in Mumbai.
The concentration of commercial activity and service industry in Mumbai has led to a
strong demand for telecommunications services, both voice and data. Maharashtra.
Surrounded by Gujarat, Madhya Pradesh, Andhra Pradesh and Karnataka, Maharashtra is
a prominent state in Western India.

Maharashtra is one of the most industrialized states in India and several industries
including sugar, pharmaceuticals, petrochemicals, heavy chemicals, electronics,
automobiles, engineering, food processing and plastics are located in the state.
Maharashtra has attracted high amount of investment from Indian and foreign companies
in the past. Among states, Maharashtra has among the higher literacy rates and is a centre
for learning and research in India.

Gujarat

Gujarat is located adjacent to Maharashtra and is also a prominent industrialized state in

the country. Several companies in the chemicals and petrochemicals, pharmaceuticals and
textiles sectors are based in Gujarat and the largest grass-root level petroleum refinery in
India is located in the state. Gujarat also has one of the busiest ports in India and handled
a high proportion of India’s exports for the year ended March 31, 2001.

Haryana

Haryana is adjacent to Delhi and is surrounded by the states of Himachal Pradesh, Uttar
Pradesh, Rajasthan and Punjab. The city of Chandigarh, which is a union territory, is a
joint capital city of the states of Haryana and Punjab. Haryana is also an emerging centre
in north India for IT enabled services such as call centers, which are typically high-
volume users of telecommunications services.

Internship report by Harish Prajapat & Khushal Soni 31

Punjab

Punjab is among the highest per capita income states in India. Punjab has emerged as a
leading producer of agricultural products in India and several multinational corporations
have invested in Punjab in agricultural-related businesses. Punjab is also emerging as a
base for the production of engineering goods, pharmaceuticals, leather goods, food
products, textiles, electronic goods, sugar, machine tools, hand tools, agricultural
implements, sports goods, paper and paper packaging materials.

Uttar Pradesh (West)

Uttar Pradesh (West) is a circle carved out of the north Indian state of Uttar Pradesh by
the DoT and has been classified as a Category B cellular license area. It is a popular
tourist location in northern India with several holy shrines and pilgrimage locations.

The state is home to several industries

Madhya Pradesh

Located in central India, Madhya Pradesh has a total area of approximately 443,000
square kilometers and has substantial mineral resources, making it a centre for the
aluminum, chemical and iron and steel industries. Several industries in the electronics,
telecommunications, petro-chemicals, and food processing and automobiles sectors are
also located in Madhya Pradesh.

Kerala

Located in south India, Kerala is rich in minerals, marine products and agricultural
products. A large section of the former population of Kerala lives outside India as non-
resident Indians and has contributed to a relatively high foreign exchange inflow in this
state. The state has the highest density of science and technology personnel and the
highest literacy rate in India.

Tamil Nadu

Internship report by Harish Prajapat & Khushal Soni 32

Located in southern India, Tamil Nadu is surrounded by Andhra Pradesh, Karnataka and
Kerala. Tamil Nadu has several industrial undertakings engaged in cotton, sugar, leather,
textiles, engineering and petrochemicals sector. The state has a large number of
professionals and has witnessed a rapid growth in the software industry in the past few
years.

In addition to entering into licenses with the DOT for our eight additional circles and the
restoration of our Punjab license, we have taken the following steps towards commencing
operations in these circles and the integration of the proposed circles with our existing
circles:

completed network planning activities and implementing the same entered into rate
contracts and, for some circles, placed purchase orders with vendors, including Siemens,
Motorola and Ericsson, for the supply of telecommunications equipment and network
design commenced recruitment activities and internal transfer of employees for new areas
of operations entered into agreements with the Escorts group, a provider of cellular
services in the Haryana, Kerala, Uttar Pradesh (West), Himachal Pradesh and Punjab
circles, to share cellular infrastructure in order to reduce costs and speed the launch date
for our services identified, and in some cases acquired, locations for the main switching
centers and cell sites. Selected a common billing system, customer relationship and
enterprise resource planning packages and other office systems and controls for our
existing and proposed cellular networks.

We have also reorganized the management structure of our cellular business on a regional
basis in an effort to better capture revenue and cost synergies. We have appointed chief
executive officers and chief operating officers and other key functional heads in each of
the circles.

Internship report by Harish Prajapat & Khushal Soni 33

POSITION IN MARKET
BSNL
28%

Airtel
38%

IDEA
15%

Vodafone
12%

Shyam Reliance
2% 5%

SWOT ANALYSIS OF AIRTEL

The over all evaluation of a company’s strengths, weakness, opportunities and threats is
called SWOT analysis. It involves monitoring the external and internal marketing
environment.

Strengths: attributes of the organization that is helpful to achieving the objective.

Weaknesses: attributes of the organization that is harmful to achieving the objective.

Opportunities: external conditions that is helpful to achieving the objective.

Threats: external conditions which could do damage to the business's performance.

STRENGTH OF AIRTEL
 Indian company
 Huge product line which cover every segment of market
 Products are flexible as per customer’s requirement
 Strong Brand Name
 Better networking and coverage not only in urban area but also in rural area
 Easy reach to customer

WEAKNESS OF AIRTEL

Internship report by Harish Prajapat & Khushal Soni 34

  According to our survey and interpretation to the customer of Jodhpur region we
have founded that Airtel have to pay more attention over advisors responsibilities
after sale of product.
 We also noticed that many customers are not well aware about the new products
and customer care helpline services provided by the company.

OPPORUNITIES OF AIRTEL
 Benefit from covering industry trends and introduce hybrid products or
services that are new to the market
 More opportunities at rural areas
 Unfulfilled customers needs
 Make buying process more convenient and efficient

THREAT OF AIRTEL
The only threat of the company is their major competitors and they are:

 BSNL
 Idea
 Vodafone
 Reliance

Internship report by Harish Prajapat & Khushal Soni 35

QUESTIONERIES
RETAILER FEEDBACK
Retailer Name: - __________________________________________

Adders: - __________________________________________

Lapu No.:- __________________________________________

1. What is your feedback about the BRAND AIRTEL in your market?

a.) Good b.) Excellent c.) Fair d.) Bad

2. What is your feedback about the AIRTEL MARKET STRENGTH comparison to

competition?

a.) High b.) Very High c.) Average d.) Low

3. What is your feedback about the AIRTEL CUSTOMER SERVICE?

a.) Good b.) Excellent c.) Average d.) Bad

4. What is your feedback about the AIRTEL PRODUCT comparison to competition?

a.) Good b.) Excellent c.) Average d.) Bad

5. What is your feedback about the ACTIVITION PROCESS & TIMLESS in AIRTEL?

6. Which type of help you are required from AIRTEL TEAM to achieve your targets?

7. What is your feedback about the regular interaction with your territory manager?

8. What is the feedback of the distributor related to your working?

9. Are you satisfied with your profile?

Internship report by Harish Prajapat & Khushal Soni 36

 10. Would you like to give any suggestion or information to the company, please mention
here?

………………………………………………………………………………………………
………………………………………………………………………………………………

Analysis of Retailer Feedback about AIRTEL

70%

60%

50%

40% Excellent
Good
30% Average
Bad

20%

10%

0%
Brand Image Market Strength Coustmer Care Service Product Line

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 FEEDBACK POINT OBSERVATION BY YOU

1. What is the stocking ratio of different telecom player’s product at retail?

2. Is there any claim pending from the distributor?

3. Is sales person of the distributor coming regularly?

4. Whether outlet is displaying types of POS (poster, bunting, banners, brochures,

danglers & glow signs, GBS)

5. What is the size and numbers of POS visible at outlet for different brands?

6. What is the frequency of replacement of POS material?

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 CUTOMER FEEDBACK

1. Experience about the network of AIRTEL?

(A.) Quality

(B.) Availability

2. Your experience regarding scheme communicate to you by our retailer of FOS?

3. Experience about awareness campaign of various offers & schemes thru various
ways?

4. Your suggestion or feedback to improve our services?

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CUSTOMER SATISFACTION

The Value of Customer Satisfaction By “Andrew Mennie”, General Manager EGain

Communications EMEA What is the connection between customer satisfaction and the
bottom line? Ever wondered how much customer satisfaction is worth? We all know and
accept that it is a strategic goal for all organizations involved in the delivery of customer
service. Yet in all my experience as a professional in this arena, I have never come across
a customer services director who could articulate the financial value of customer
satisfaction to their business. Conversely, I have never met a customer service Director
Who wasn’t measured on it. How Bizarre. Big business is happy to measure it but doesn’t
know what its worth.

One of the reasons for the difficulty in making the connections is the Intangibility
of customer churn. That is to say, how dissatisfied does Customers have to be before they
leave and sign with the competition? What Might be an intolerable experience for one
customer may well exceed all Expectations of another. Then there’s competition. What if
there isn’t any? Before deregulation how concerned were the large utility companies with
Customer satisfaction or British Telecom comes to that. Interesting therefore that the
telecoms sector is where war is being waged on customer Satisfaction Could it that be
high customer satisfaction attracts new customers and helps retain existing ones? Sounds
like that could be worth something. There is no question that customer satisfaction is
difficult to measure, but why is measurement so essential?

As a student I opened my first bank as an adult with a major high street Bank.
They attracted me with their offer of a $ 10 deposit to the account. I Stayed with them
through the four years of university, through the gradually Increasing overdraft, the
unintentional forays beyond the overdraft limit, the lost ATM cards, the replacement
cheque books, the minimal deposits, the Regular and very small withdrawals. Except for
the penalty charges for the Overdraft excursions the bank made very little money out of
me, and in fact incurred untold cost in maintaining me as a student customer. All that
effort, clearly with the goal of keeping me in my earning years and reaping back their
investment. In fact I felt consciously loyal to them at that point and even recognize that it
was my turn to pay them back. So why was their customer service so poor once I became
a full-time employee? I stayed with them for several years using them for mortgage
service, investment and insurances but eventually churned to one of the first telephone
banks. I have been with them a few years now and every time I phone them they are
aware of my recent communications with them, request that I have made and they don’t
try to sell an unwanted insurance policy at the end of every call.

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Ten basic rules for customer satisfaction:-
1. Involve top management.
2. Know the customers.
3. Let the customers define what attributes are important.
4. Know the customer’s requirements, expectations, and wants.
5. Know the relative importance of customer decision criteria.
6. Gather and trust data.
7. Benchmark the data against competitors, and identify competitive Strengths and
weaknesses.
8. Develop cross-functional action plans that enhance strengths and Correct
weaknesses.
9. Measure performance continually and spread the data throughout the organization.
10. Be committed to getting better and better and better.

Airtel Customer Satisfaction

OVERALL SATISFACTION

Excellent
25%

Good
42%

Unsatisfied
13%

Average
20%

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FINDINGS

 Outsourcing The call center operations for the mobile services have been
outsourced to IBM Daksh, Hinduja TMT, Teletech & Mphasis.

 Overseas Market Airtel is looking for overseas market and already atarted
operation in Nigeria and Seychelles.

 Competition Airtel is facing strong completion from MTNL and BSNL in spite
of the fact they are far away from Airtel technologically but these two have a
inside rach in rural and urban area and have low tariff rates.

 Brand Ambassador Airtel have strong brand ambassador, Sachin tendulcar,

Shahrukh khan and A. R. rehman to promote there product and services.

 Leader in Telecom market Airtel is holding a position of Market Leader by

having 21 percent of the total market share.

 Customers are satisfied with various plans.

 It was observed that most of the customers expressed their unhappiness over
billing services. Either they were wrongly charged or they never received bills on
time.

 Senior citizens are very particular about rentals.

 Through our survey, we came to know that most of the customers are satisfied
with our plans and toppings.

 Through our survey we also observed that most of the customers are using STD
pack.

 I observed that most of the customers like Airtel advertisement and Punch-line.

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CONCLUSION

I would like to discuss about an industry which is responsible and absolutely welcomes
enhanced competition. In fact, Bharti is the outcome of the process of competition in the
telecom industry. We believe that the success of this industry in the market place is by
delighting customers through affordable tariffs and high quality and reach of networks,
instead of any possible manipulation in the area of spectrum management.

I have no doubt that the Department has nothing but the best interest of the
industry and customers at heart and whatever you do will be to support India's continuing
growth in this vital sector.

We can see from the Consumer Research that most of the respondents are using
Airtel but they are just using it because it is available in the market at the affordable and
comparative Prices.

We can find that Airtel is not the best Cellular service provider in India because
apart from the basic cellular services and the tariff plans, it’s not good at any point.
Because most of the respondents have rated it as average more. And of course the survey
research always reflects the truth.

The costs of introducing cellular services for Airtel are marginal in nature, as it
needs only to augment its cellular switch/equipment capacity and increase the number of
base stations. The number of cities, towns and villages it has covered already works to its
advantage as putting more base stations for cellular coverage in these areas comes with
negligible marginal cost. Besides such cost advantages, it has also other cost advantages
for the latest cellular technology. As a late entrant into the cellular market, it has dual
advantage of latest technology with modern features, unlike other private cellular
operators who started their service more than 4-5 years back and low capital cost due to
advantages of large scale buying of cellular switch/equipment.

The interesting observation of this survey is the sales of the toppings were
increasing regularly. It reveals that popularity of toppings was increasing through sales. In
my survey I found that most of the customer’s view towards Airtel Prepaid connections &
toppings are Good (50%) & Excellent (25%). But Airtel must take care towards
unsatisfied customers (5%).

The average rating for the company is being “Good”. Some respondents
commented that Airtel is very worst at Coverage and Customer care Support.

No doubt Airtel have very good quality of network and availability in India
customer feels delightful with the Airtel services and is satisfied with Airtel Customer

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service. Customer is aware of various offers & schemes through various ways like
advertisements in news papers, television, radio & SMS by Company.

RECOMMENDATIONS

After the complete analysis of entire STUDY we put forward a set of recommendations
which are a follows:

 PRICING- Depending on the market conditions / competition from cellular or

well-mobile service providers and also to suit local conditions, there should be
flexible pricing mechanism (either at central or local level).

 IMPROVEMENT IN TECHNOLOGY- Airtel should immediately shift to third

generation switches by replacing its c-dot switches. This will improve the quality
of service to desired level and provide simultaneous integration with the
nationwide network. The special distribution of the transmission towers should be
increased to avoid “no signal pockets”

 ESTABLISHMENT OF DISTRIBUTION CHANNELS- Airtel should

establish widespread and conspicuous distribution to match that of the
competitors. The distribution network shall make the product visible and available
at convenient locations.

 UNTAPPED RURAL MARKET- Large part of Indian rural market is still

untapped therefore Airtel is required to bring that area under mobility.

SUGGESTIONS

 To retain existing customers means offering the best scheme. This would
automatically attract new customers. Airtel need not spend on advertisement to
attract new customers.

 Airtel should continue to offer the best toppings to stay at the top.

 There should be no compromise in quality and the network facility.

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BIBLIOGRAPHY

Text books:
Principles of Marketing – Philip Kotler and Gery Armstrong

Marketing Research – D.D. Sharma

Marketing Research – Green & Tull

Websites:
www.bhartiairtel.in

www.airtel.in

www.google.com

Contact -

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Harish Prajapat Khushal Soni
Roll No. - M 008 Roll No. - M 012

Email- harishprajapat.amei@gmail.com Email- khushalsoni.amei@gmail.com

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