Bharti Airtel Chapter

RELATIONSHIP MARKETING
CHAPTER – 1
INTRODUCTION
Bharti Airtel Limited, commonly known as Airtel, is an Indian
multinationaltelecommunications services company headquartered in New Delhi,
India. It operates in 20 countries across South Asia, Africa, and the Channel
Islands. Airtel has a GSM network in all countries in which it operates,
providing 2G, 3G and 4G services depending upon the country of operation.
Airtel is the world's third largest mobile telecommunications company by
subscribers, with over 275 million subscribers across 20 countries as of July
2013. It is the largest cellular service provider in India, with 192.22 million
subscribers as of August 2013. Airtel is the third largest in-country mobile
operator by subscriber base, behind China Mobile and China Unicom.
Airtel is the largest provider of mobile telephony and second largest

provider of fixed telephony in India, and is also a provider
of broadband and subscription televisionservices. It offers its telecom services
under the "airtel" brand, and is headed by Sunil Bharti Mittal. Bharti Airtel is the
first Indian telecom service provider to achieve CiscoGold Certification. It also
acts as a carrier for national and international long distance communication
services. The company has a submarine cable landing station at Chennai, which
connects the submarine cable connecting Chennai and Singapore.
Airtel is credited with pioneering the business strategy of outsourcing all of

its business operations except marketing, sales and finance and building the
'minutes factory' model of low cost and high volumes. The strategy has since
been copied by several operators. Its network—base stations, microwave links,
etc.—is maintained byEricsson and Nokia Siemens Network[9] whereas IT
support is provided by IBM, and transmission towers are maintained by another
company (Bharti Infratel Ltd. in India).
M.Com, MESMSPS COLLEGE , CHICKMAGALUR 1

Ericsson agreed for the first time to be paid by the minute for installation
and maintenance of their equipment rather than being paid up front, which
allowed Airtel to provide low call rates of 1/minute (US$0.02/minute). During the
last financial year (2009–10), Bharti negotiated for its strategic partner Alcatel-
Lucent to manage the network infrastructure for the tele-media business. On 31
May 2012, Bharti Airtel awarded the three-year contract to Alcatel-Lucent for
setting up an Internet Protocolaccess network (mobile backhaul) across the
country. This would help consumers access internet at faster speed and high
quality internet browsing on mobile handsets.
METHODOLOGY
The research titled “A Study On Relationship Marketing Towards

Channel Partner Airtel outlets with Reference To Bharti Airtel Ltd in
Chickmagalur City”. Chickmagalur City”.
Objectives of the study
 To understand the core needs of various organization, while retaining most

important input and to explore the various key sectors where to compete
with other company and the policy to retain their employees
 To Identify the factor behind success retention Factor Among employees

at Airtel
 To analyze and interpret the Motivational Factor to Reduce attrition
 To know the challenges in retention strategy faced by an organization

Scope Of The Study
 By “Retentional policy of Airtel” we would be able to get a fair picture of the

New Corporate strategy towards its Employees.
 By showing the opinion of employees towards Working at Airtel create

awareness to Management and to retain its most important input.
Research methodology
Data collection
Data collection is a term used to describe a process of preparing and

collecting business data - for example as part of a process improvement or
similar project.
Data collection usually takes place early on in an improvement project, and is

often formalized through a data collection Plan which often contains the following
activity.
 Pre collection activity – Agree goals, target data, definitions, methods
 Collection – data collection
 Present Findings – usually involves some form of sorting analysis and/or

presentation.
There are two methods of data collection which are discussed below:
Data collection
Primary data
Secondary data

PRIMARY DATA
The method which, was adopted to collect the primary data, is interviews
and questionnaires. . The key point here is that the data collected is unique and
research and, no one else has access to it. It is done to get the real scenario and
to get the original data of present.
Data Collection Technique
Questionnaire:
Questionnaire are a popular means of collecting data, but are difficult to

design and often require many rewrites before an acceptable questionnaire is
produced. The features included in questionnaire are:
 Theme and covering letter
 Instruction for completion
 Types of questions
 Length
Interview:
This technique is primarily used to gain an understanding of the underlying

reasons and motivations for people’s attitudes, preferences or behavior. The
interview was done by asking a general question. I encourage the respondent to
talk freely. I have used an unstructured format, the subsequent direction of the
interview being determined by the respondent’s initial reply, and come to know
what is its initial problem is.

SAMPLING METHODOLOGY
Sampling technique:
Initially, a rough draft was prepared keeping in mind the objective of the
research. A pilot study was done in order to know the accuracy of the
questionnaire. The final questionnaire was arrived only after certain important
changes were done. Thus my sampling came out to be judgmental and continent.
Sampling Unit:
The respondents who were asked to fill out questionnaires are the
sampling units.
Sampling Size: 50
SECONDARY DATA
All methods of data collection can supply quantitative data (numbers,

statistics or financial) or qualitative data (usually words or text). Quantitative data
may often be presented in tabular or graphical form. Secondary data is data that
has already been collected by someone else for a different purpose to yours
Need of using secondary data
 Data is of use in the collection of primary data.
 They are one of the cheapest and easiest means of access to information.
 Secondary data may actually provided enough information to resolve the

problem being investigated.
 Secondary data can be a valuable source of new ideas that can be explored
later through primary research.
Limitation of secondary data
 May be outdated.
 No control over data collection.
 May not be reported in the required form.
 May not be reported in the required form.
 May not be very accurate.
 Collection for some other purpose.
 The analysis and interpretation are based on questionnaire and opinion

given by employees
 Due to the limited time available at the disposable of the researcher the
study has been confined for a 2 Months.
 Sample size is limited.
 The HR department is very reluctant to give important information

CHAPTER – 2
INDUSTRY PROFILE:
TELECOMMUNICATION
Telecommunication is the transmission of information, over significant

distances, for the purpose of communication. In earlier times,
telecommunications involved the use of visual signals, such as beacons,
smoke, semaphore telegraphs, signal flags, and optical heliographs, or audio
messages i.e. coded drumbeats, lung-blown horns, or sent by loud whistles,. In
the modern age of electricity and electronics, telecommunications includes the
use of electrical devices such as telegraphs, telephones, and teletypes, the use
of radio and microwave communications, as well as fiber optics and their
associated electronics .Telecommunications play an important role in the world
economy and the worldwide telecommunication industry's revenue was estimated
to be $3.85 trillion in 2008. The service revenue of the global telecommunications
industry was estimated to be $1.7 trillion in 2008, and is expected to touch $2.
India is the world's fastest growing Wireless market, with 752 Million mobile
phone subscribers as of February, 2011. It is also the second largest
telecommunication network in the world in terms of number of wireless
connections after China. The Indian Mobile subscriber base has increased in size
by a factor of more than one hundred since 2001 when the number of subscribers
in the country was approximately 5 million to 752 Million by Feb 2011.As the
fastest growing telecommunications industry in the world, it is projected that India
will have 1.159 billion mobile subscribers by 2013. Furthermore, projections by
several leading global consultancies indicate that the total number of subscribers
in India will exceed the total subscriber count in the China by 2013
Telecommunication is communication at a distance by technological

means, particularly through electrical signals or electromagnetic
waves.[1][2][3][4][5][6]Due to the many different technologies involved, the word is
often used in a plural form, as telecommunications.

Early telecommunication technologies included visual signals, such

as beacons, smoke signals, semaphore telegraphs, signal flags, and
optical heliographs. Other examples of pre-modern telecommunications include
audio messages such as coded drumbeats, lung-blown horns, and loud whistles.
Electrical and electromagnetic telecommunication technologies
include telegraph, telephone, and teleprinter, networks, radio, microwave
transmission, fiber optics,communications satellites and the Internet.
A revolution in wireless telecommunications began in the 1900s with

pioneering developments in radio communications by Guglielmo Marconi.
Marconi won theNobel Prize in Physics in 1909 for his efforts. Other highly
notable pioneering inventors and developers in the field of electrical and
electronic telecommunications include Charles Wheatstone and Samuel
Morse (telegraph), Alexander Graham Bell (telephone), Edwin Armstrong,
and Lee de Forest(radio), as well as John Logie Baird and Philo
Farnsworth (television).
The world's effective capacity to exchange information through two-way

telecommunication networks grew from 281 petabytes of (optimally compressed)
information in 1986, to 471 petabytes in 1993, to 2.2 (optimally
compressed) exabytes in 2000, and to 65 (optimally compressed) exabytes in
2007. This is the informational equivalent of two newspaper pages per person
per day in 1986, and six entire newspapers per person per day by 2007 Given
this growth, telecommunications play an increasingly important role in the world
economy and the global telecommunications industry was about a $4.7 trillion
sector in 2012. The service revenue of the global telecommunications industry
was estimated to be $1.5 trillion in 2010, corresponding to 2.4% of the
world’s gross domestic product (GDP).

Etymology
The word telecommunication was adapted from French. It is a compound

of the Greek prefix tele- (τηλε-), meaning "distant", and the Latin communicare,
meaning "to share". The French wordtélécommunication was first invented in the
French Grande Ecole "Telecom ParisTech" formerly known as "Ecole nationale
supérieure des télécommunications" in 1904 by the French engineer and
novelist Édouard Estaunié.
Ancient systems
Main articles: Hydraulic telegraph, Drums in

communication, Beacon, Smoke signal, and Heliograph
Greek hydraulic semaphore systems were used as early as the 4th

century BC. The hydraulic semaphores, which worked with water filled vessels
and visual signals, functioned as optical telegraphs. However, they could only
utilize a very limited range of pre-determined messages, and as with all such
optical telegraphs could only be deployed during good visibility conditions. [14]
During the Middle Ages, chains of beacons were commonly used on

hilltops as a means of relaying a signal. Beacon chains suffered the drawback
that they could only pass a single bit of information, so the meaning of the
message such as "the enemy has been sighted" had to be agreed upon in
advance. One notable instance of their use was during the Spanish Armada,
when a beacon chain relayed a signal from Plymouth to London that signaled the
arrival of the Spanish warships.

Systems since the Middle Ages
A replica of one of Chappe'ssemaphore towers in Nalbach,Germany
In 1792, Claude Chappe, a French engineer, built the first fixed visual
telegraphy system (or semaphore line) between Lille and Paris. However
semaphore systems suffered from the need for skilled operators, and expensive
towers at intervals of 10–30 kilometers (6–20 mi). As a result of competition from
the electrical telegraph, Europe's last commercial semaphore line in Sweden was
abandoned in 1880.
Telegraph and telephone
Experiments on communication with electricity, initially unsuccessful,

started in about 1726. Scientists of including Laplace, Ampère, and Gauss were
involved. A practical electrical telegraph was proposed in January 1837
by William Fothergill Cooke, who considered it an improvement on the existing
"electromagnetic telegraph"; an improved five-needle, six-wire system developed
in partnership with Charles Wheatstone entered commercial use in 1838. Early
telegraphs used several wires connected to a number of indicator needles.

Businessman Samuel F.B. Morse and physicist Joseph Henry of the

United States developed their own, simpler version of the electrical telegraph,
independently. Morse successfully demonstrated this system on 2 September
1837. Morse's most important technical contribution to this telegraph was the
simple and highly efficient Morse Code co-developed with his associate Alfred
Vail, which was an important advance over Wheatstone's more complicated and
expensive system, and required just two wires. The communications efficiency of
the Morse Code preceded that of the Huffman code in digital communicationsby
over 100 years, but Morse and Vail developed the code purely empirically, with
shorter codes for more frequent letters.
The first permanent transatlantic telegraph cable was successfully

completed on 27 July 1866, allowing transatlantic electrical communication for
the first time.[19] An earlier transatlantic cable had operated for a few months in
1859, and among other things, it carried messages of greeting back and forth
betweenPresident James Buchanan of the United States and Queen Victoria of
the United Kingdom.
However that first transatlantic cable soon failed, and the project to lay a
replacement line was delayed for five years by the American Civil War. The first
transatlantic telephone cable (which incorporated hundreds of electronic
amplifiers) was not operational until 1956, only six years before the first
commercial telecommunications satellite, Telstar, was launched into space.
The conventional telephone now in use worldwide was first patented by

Alexander Graham Bell in March 1876. That first patent by Bell was the master
patent of the telephone, from which all other patents for electric telephone
devices and features flowed. Credit for the invention of the electric telephone has
been frequently disputed, and new controversies over the issue have arisen from
time-to-time. As with other great inventions such as radio, television, the light
bulb, and the digital computer, there were several inventors who did pioneering
experimental work on voice transmission over a wire, who then improved on each
other's ideas. However, the key innovators were Alexander Graham Bell
and Gardiner Greene Hubbard, who created the first telephone company, the Bell
Telephone Company in the United States, which later evolved into American
Telephone & Telegraph (AT&T), at times the world's largest phone company.
The first commercial telephone services were set up in 1878 and 1879 on
both sides of the Atlantic in the cities of New Haven, Connecticut, and London,
England.[22][23]
Radio and television
The RCA 630-TS, the first mass-produced television set, sold from 1946 to
1947.
In 1832, James Lindsay gave a classroom demonstration of wireless

telegraphy via conductive water to his students. By 1854, he was able to
demonstrate a transmission across the Firth of Tay from Dundee, Scotland,
to Woodhaven, a distance of about two miles (3 km), again using water as the
transmission medium.[24] In December 1901, Guglielmo Marconi established
wireless communication between St. John's, Newfoundland and Poldhu,
Cornwall (England), earning him the Nobel Prize in Physics for 1909, one which
he shared with Karl Braun.[25]
On 25 March 1925, John Logie Baird of Scotland was able to demonstrate

the transmission of moving pictures at the Selfridge's department store in
London, England. Baird's system relied upon the fast-rotating Nipkow disk, and
thus it became known as the mechanical television. It formed the basis of
experimental broadcasts done by the British Broadcasting Corporation beginning

30 September 1929. However, for most of the 20th century, television systems
were designed around the cathode ray tube, invented by Karl Braun. The first
version of such an electronic television to show promise was produced by Philo
Farnsworth of the United States, and it was demonstrated to his family
in Idaho on 7 September 1927..
Television, however, is not solely a technology, limited to its basic and

practical application. It functions both as an appliance, and also as a means for
social story telling and message dissemination. It is a cultural tool that provides a
communal experience of receiving information and experiencing fantasy. It acts
as a “window to the world” by bridging audiences from all over through
programming of stories, triumphs, and tragedies that are outside of personal
experiences
Videotelephony
The 1969 AT&T Mod II Picturephone, the result of decades long R&D at a
cost of over $500M
The development of videotelephony involved the historical development of

several technologies which enabled the use of live video in addition to voice
telecommunications. The concept of videotelephony was first popularized in the
late 1870s in both the United States and Europe, although the basic sciences to
permit its very earliest trials would take nearly a half century to be discovered.
This was first embodied in the device which came to be known as the video
telephone, or videophone, and it evolved from intensive research and
experimentation in several telecommunication fields, notably electrical
telegraphy,telephony, radio, and television.
The development of the crucial video technology first started in the latter
half of the 1920s in the United Kingdom and the United States, spurred notably
by John Logie Baird and AT&T's Bell Labs. This occurred in part, at least by
AT&T, to serve as an adjunct supplementing the use of the telephone. A number
of organizations believed that videotelephony would be superior to plain voice
communications. However video technology was to be deployed
in analog television broadcasting long before it could become practical—or
popular—for videophones.
Videotelephony developed in parallel with conventional voice telephone

systems from the mid-to-late 20th century. Only in the late 20th century with the
advent of powerful video codecs and high-speed broadband did it become a
practical technology for regular use. With the rapid improvements and popularity
of the Internet, it became widespread through the use
of videoconferencing and webcams, which frequently utilize Internet telephony,
and in business, wheretelepresence technology has helped reduce the need to
travel.
Satellite
The first U.S. satellite to relay communications was Project SCORE in

1958, which used a tape recorder to store and forward voice messages. It was
used to send a Christmas greeting to the world from U.S. President Dwight D.
Eisenhower. In 1960 NASA launched an Echo satellite; the 100-foot (30 m)
aluminized PET film balloon served as a passive reflector for radio
communications. Courier 1B, built by Philco, also launched in 1960, was the
world's first active repeater satellite.
A Hungarian stamp depicting two Telstar satellites relaying

telecommunication signals betweenEarth stations
Telstar was the first active, direct relay commercial communications

satellite. Belonging to AT&T as part of a multi-national agreement between AT&T,
Bell Telephone Laboratories, NASA, the British General Post Office, and
the French National PTT (Post Office) to develop satellite communications, it was
launched by NASA from Cape Canaveral on 10 July 1962, the first privately
sponsored space launch. Relay 1 was launched on 13 December 1962, and
became the first satellite to broadcast across the Pacific on 22 November
1963.[29]
The first and historically most important application for communication

satellites was in intercontinental long distance telephony. The fixed Public
Switched Telephone Network relays telephone calls from land line telephones to
an earth station, where they are then transmitted to a receiving satellite dish via
ageostationary satellite in Earth orbit. Improvements in submarine
communications cables, through the use of fiber-optics, caused some decline in
the use of satellites for fixed telephony in the late 20th century, but they still
exclusively service remote islands such as Ascension Island, Saint Helena, Diego
Garcia, and Easter Island, where no submarine cables are in service. There are
also some continents and some regions of countries where landline
telecommunications are rare to nonexistent, for example Antarctica, plus large
regions of Australia, South America, Africa, Northern
Canada, China, Russia and Greenland.

After commercial long distance telephone service was established via

communication satellites, a host of other commercial telecommunications were
also adapted to similar satellites starting in 1979, including mobile satellite
phones, satellite radio, satellite television and satellite Internet access. The
earliest adaption for most such services occurred in the 1990s as the pricing for
commercial satellite transponder channels continued to drop significantly.
Digital cinema
Realization and demonstration, on October 29, 2001, of the first digital

cinema transmission by satellite in Europeof a feature film by Bernard
Pauchon and Philippe Binant.
Computer networks and the Internet
On 11 September 1940, George Stibitz was able to transmit problems

using teleprinter to his Complex Number Calculator in New York and receive the
computed results back at Dartmouth College inNew Hampshire. This
configuration of a centralized computer or mainframe computer with remote
"dumb terminals" remained popular throughout the 1950s and into the 1960s.
However, it was not until the 1960s that researchers started to investigate packet
switching — a technology that allows chunks of data to be sent between different
computers without first passing through a centralized mainframe. A four-node
network emerged on 5 December 1969. This network soon became
the ARPANET, which by 1981 would consist of 213 nodes.
ARPANET's development centred around the Request for Comment

process and on 7 April 1969, RFC 1 was published. This process is important
because ARPANET would eventually merge with other networks to form the
Internet, and many of the communication protocols that the Internet relies upon
today were specified through the Request for Comment process. In September
1981, RFC 791 introduced the Internet Protocol version 4 (IPv4) and RFC

793 introduced the Transmission Control Protocol (TCP) — thus creating the
TCP/IP protocol that much of the Internet relies upon today.
However, not all important developments were made through the Request
for Comment process. Two popular link protocols for local area networks (LANs)
also appeared in the 1970s. A patent for the token ring protocol was filed by Olof
Soderblom on 29 October 1974, and a paper on the Ethernet protocol was
published by Robert Metcalfe and David Boggs in the July 1976 issue
ofCommunications of the ACM. The Ethernet protocol had been inspired by
the ALOHAnet protocol which had been developed by electrical
engineering researchers at the University of Hawaii.
A number of key concepts reoccur throughout the literature on modern

telecommunication systems. Some of these concepts are discussed below.
Basic elements
A basic telecommunication system consists of three primary units that are

always present in some form:
 A transmitter that takes information and converts it to a signal.
 A transmission medium, also called the "physical channel" that

carries the signal. An example of this is the "free space channel".
 A receiver that takes the signal from the channel and converts it
back into usable information.
For example, in a radio broadcasting station the station's large power

amplifier is the transmitter; and the broadcasting antenna is the interface between
the power amplifier and the "free space channel". The free space channel is the
transmission medium; and the receiver's antenna is the interface between the
free space channel and the receiver. Next, the radio receiver is the destination of
the radio signal, and this is where it is converted from electricity to sound for
people to listen to.

Sometimes, telecommunication systems are "duplex" (two-way systems)

with a single box of electronics working as both a transmitter and a receiver, or
a transceiver. For example, a cellular telephone is a transceiver. The
transmission electronics and the receiver electronics in a transceiver are actually
quite independent of each other. This can be readily explained by the fact that
radio transmitters contain power amplifiers that operate with electrical powers
measured in the watts or kilowatts, but radio receivers deal with radio powers that
are measured in the microwatts ornanowatts. Hence, transceivers have to be
carefully designed and built to isolate their high-power circuitry and their low-
power circuitry from each other.
Telecommunication over fixed lines is called point-to-point

communication because it is between one transmitter and one receiver.
Telecommunication through radio broadcasts is called broadcast
communication because it is between one powerful transmitter and numerous
low-power but sensitive radio receivers.
Telecommunications in which multiple transmitters and multiple receivers

have been designed to cooperate and to share the same physical channel are
called multiplex systems. The sharing of physical channels using multiplexing
often gives very large reductions in costs. Multiplexed systems are laid out in
telecommunication networks, and the multiplexed signals are switched at nodes
through to the correct destination terminal receiver.
Analog versus digital communications
Communications signals can be either by analog signals or digital signals.

There are analog communication systems and digital communication systems.
For an analog signal, the signal is varied continuously with respect to the
information. In a digital signal, the information is encoded as a set of discrete
values (for example, a set of ones and zeros). During the propagation and
reception, the information contained in analog signals will inevitably be degraded

by undesirable physical noise. (The output of a transmitter is noise-free for all

practical purposes.) Commonly, the noise in a communication system can be
expressed as adding or subtracting from the desirable signal in a
completely random way. This form of noise is called additive noise, with the
understanding that the noise can be negative or positive at different instants of
time. Noise that is not additive noise is a much more difficult situation to describe
or analyze, and these other kinds of noise will be omitted here.
On the other hand, unless the additive noise disturbance exceeds a

certain threshold, the information contained in digital signals will remain intact.
Their resistance to noise represents a key advantage of digital signals over
analog signals.
Telecommunication networks
A communications network is a collection of transmitters, receivers,

and communications channels that send messages to one another. Some digital
communications networks contain one or morerouters that work together to
transmit information to the correct user. An analog communications network
consists of one or more switches that establish a connection between two or
more users. For both types of network, repeaters may be necessary to amplify or
recreate the signal when it is being transmitted over long distances. This is to
combat attenuation that can render the signal indistinguishable from the noise.
Another advantage of digital systems over analog is that their output is easier to
store in memory, i.e. two voltage states (high and low) are easier to store than a
continuous range of states.
Communication channels
The term "channel" has two different meanings. In one meaning, a channel
is the physical medium that carries a signal between the transmitter and the
receiver. Examples of this include theatmosphere for sound communications,
glass optical fibers for some kinds of optical communications, coaxial cables for
communications by way of the voltages and electric currents in them, andfree

space for communications using visible light, infrared waves, ultraviolet light,
and radio waves. This last channel is called the "free space channel". The
sending of radio waves from one place to another has nothing to do with the
presence or absence of an atmosphere between the two. Radio waves travel
through a perfect vacuum just as easily as they travel through air, fog, clouds, or
any other kind of gas besides air.
The other meaning of the term "channel" in telecommunications is seen in

the phrase communications channel, which is a subdivision of a transmission
medium so that it can be used to send multiple streams of information
simultaneously. For example, one radio station can broadcast radio waves into
free space at frequencies in the neighborhood of 94.5 MHz (megahertz) while
another radio station can simultaneously broadcast radio waves at frequencies in
the neighborhood of 96.1 MHz. Each radio station would transmit radio waves
over a frequency bandwidth of about 180 kHz(kilohertz), centered at frequencies
such as the above, which are called the "carrier frequencies". Each station in this
example is separated from its adjacent stations by 200 kHz, and the difference
between 200 kHz and 180 kHz (20 kHz) is an engineering allowance for the
imperfections in the communication system.
In the example above, the "free space channel" has been divided into
communications channels according to frequencies, and each channel is
assigned a separate frequency bandwidth in which to broadcast radio waves.
This system of dividing the medium into channels according to frequency is called
"frequency-division multiplexing" (FDM).
Another way of dividing a communications medium into channels is to

allocate each sender a recurring segment of time (a "time slot", for example,
20 milliseconds out of each second), and to allow each sender to send messages
only within its own time slot. This method of dividing the medium into
communication channels is called "time-division multiplexing" (TDM), and is used
in optical fiber communication. Some radio communication systems use TDM

within an allocated FDM channel. Hence, these systems use a hybrid of TDM and
FDM.
Modulation
The shaping of a signal to convey information is known as modulation.

Modulation can be used to represent a digital message as an analog waveform.
This is commonly called "keying" – a term derived from the older use of Morse
Code in telecommunications – and several keying techniques exist (these
include phase-shift keying, frequency-shift keying, and amplitude-shift keying).
The "Bluetooth" system, for example, uses phase-shift keying to exchange
information between various devices.[42][43] In addition, there are combinations of
phase-shift keying and amplitude-shift keying which is called (in the jargon of the
field) "quadrature amplitude modulation" (QAM) that are used in high-capacity
digital radio communication systems.
Modulation can also be used to transmit the information of low-frequency

analog signals at higher frequencies. This is helpful because low-frequency
analog signals cannot be effectively transmitted over free space. Hence the
information from a low-frequency analog signal must be impressed into a higher-
frequency signal (known as the "carrier wave") before transmission. There are
several different modulation schemes available to achieve this [two of the most
basic being amplitude modulation (AM) and frequency modulation (FM)]. An
example of this process is a disc jockey's voice being impressed into a 96 MHz
carrier wave using frequency modulation (the voice would then be received on a
radio as the channel "96 FM").[44] In addition, modulation has the advantage that
it may use frequency division multiplexing (FDM).
Society
Telecommunication has a significant social, cultural and economic impact

on modern society. In 2008, estimates placed the telecommunication industry's
revenue at $4.7 trillion or just under 3 percent of the gross world product (official

exchange rate). Several following sections discuss the impact of

telecommunication on society.
Economic impact
Microeconomics
On the microeconomic scale, companies have used telecommunications

to help build global business empires. This is self-evident in the case of online
retailer Amazon.com but, according to academic Edward Lenert, even the
conventional retailer Wal-Mart has benefited from better telecommunication
infrastructure compared to its competitors.[45] In cities throughout the world, home
owners use their telephones to order and arrange a variety of home services
ranging from pizza deliveries to electricians. Even relatively poor communities
have been noted to use telecommunication to their advantage. In Bangladesh's
Narshingdi district, isolated villagers use cellular phones to speak directly to
wholesalers and arrange a better price for their goods. In Côte d'Ivoire, coffee
growers share mobile phones to follow hourly variations in coffee prices and sell
at the best price.
Macroeconomics
On the macroeconomic scale, Lars-Hendrik Röller and Leonard

Waverman suggested a causal link between good telecommunication
infrastructure and economic growth. Few dispute the existence of a correlation
although some argue it is wrong to view the relationship as causal.
Because of the economic benefits of good telecommunication

infrastructure, there is increasing worry about the inequitable access to
telecommunication services amongst various countries of the world—this is
known as the digital divide. A 2003 survey by the International
Telecommunication Union (ITU) revealed that roughly a third of countries have
fewer than one mobile subscription for every 20 people and one-third of countries
have fewer than one land-line telephone subscription for every 20 people. In
terms of Internet access, roughly half of all countries have fewer than one out of
20 people with Internet access. From this information, as well as educational

data, the ITU was able to compile an index that measures the overall ability of
citizens to access and use information and communication technologies. Using
this measure, Sweden, Denmark and Iceland received the highest ranking while
the African countries Nigeria, Burkina Faso and Mali received the lowest.
Social impact
Telecommunication has played a significant role in social relationships.

Nevertheless devices like the telephone system were originally advertised with an
emphasis on the practical dimensions of the device (such as the ability to conduct
business or order home services) as opposed to the social dimensions. It was not
until the late 1920s and 1930s that the social dimensions of the device became a
prominent theme in telephone advertisements. New promotions started appealing
to consumers' emotions, stressing the importance of social conversations and
staying connected to family and friends
Since then the role that telecommunications has played in social relations
has become increasingly important. In recent years, the popularity of social
networking sites has increased dramatically. These sites allow users to
communicate with each other as well as post photographs, events and profiles for
others to see. The profiles can list a person's age, interests, sexual preference
and relationship status. In this way, these sites can play important role in
everything from organising social engagements to courtship
Prior to social networking sites, technologies like short message

service (SMS) and the telephone also had a significant impact on social
interactions. In 2000, market research group Ipsos MORIreported that 81% of 15
to 24 year-old SMS users in the United Kingdom had used the service to
coordinate social arrangements and 42% to flirt.
Other impacts
In cultural terms, telecommunication has increased the public's ability to

access music and film. With television, people can watch films they have not
seen before in their own home without having to travel to the video store or
cinema. With radio and the Internet, people can listen to music they have not
heard before without having to travel to the music store.
Telecommunication has also transformed the way people receive their

news. A survey led in 2006 by the non-profit Pew Internet and American Life
Project found that when just over 3,000 people living in the United States were
asked where they got their news "yesterday", more people said television or radio
than newspapers. The results are summarised in the following table (the
percentages add up to more than 100% because people were able to specify
more than one source).[54]
Local TV National TV Radio Local paper Internet National paper
59 4 2
47% 38% 12%
% 4% 3%
Telecommunication has had an equally significant impact on

advertising. TNS Media Intelligence reported that in 2007, 58% of advertising
expenditure in the United States was spent on mediums that depend upon
telecommunication.[55] The results are summarised in the following table.
Cable Syndicated Network

Internet Radio Spot TV Newspaper Magazine Outdoor Total
TV TV TV
Percent 7.6% 7.2% 12.1% 2.8% 11.3% 17.1% 18.9% 20.4% 2.7% 100%
$11.31 $10.69 $18.02 $4.17 $16.82 $25.42 $28.22 $30.33 $4.02 $149
Dollars
billion billion billion billion billion billion billion billion billion billion
Many countries have enacted legislation which conforms to

the International Telecommunication Regulations established by the International
Telecommunication Union (ITU), which is the "leading UN agency for information
and communication technology issues." In 1947, at the Atlantic City Conference,
the ITU decided to "afford international protection to all frequencies registered in
a new international frequency list and used in conformity with the Radio
Regulation." According to the ITU's Radio Regulations adopted in Atlantic City, all
frequencies referenced in the International Frequency Registration Board,
examined by the board and registered on the International Frequency List "shall
have the right to international protection from harmful interference."
From a global perspective, there have been political debates and

legislation regarding the management of telecommunication and broadcasting.
The history of broadcasting discusses some debates in relation to balancing
conventional communication such as printing and telecommunication such as
radio broadcasting. The onset of World War II brought on the first explosion of
international broadcasting propaganda. Countries, their governments, insurgents,
terrorists, and militiamen have all used telecommunication and broadcasting
techniques to promote propaganda. Patriotic propaganda for political movements
and colonization started the mid-1930s. In 1936, the BBC broadcast propaganda
to the Arab World to partly counter similar broadcasts from Italy, which also had
colonial interests in North Africa.
Modern insurgents, such as those in the latest Iraq war, often use
intimidating telephone calls, SMSs and the distribution of sophisticated videos of
an attack on coalition troops within hours of the operation. "The Sunni insurgents
even have their own television station, Al-Zawraa, which while banned by the
Iraqi government, still broadcasts from Erbil, Iraqi Kurdistan, even as coalition
pressure has forced it to switch satellite hosts several times."
Worldwide equipment sales
According to data collected by Gartner and Ars Technicasales of main

consumer's telecommunication equipment worldwide in millions of units was:
Equipment / year 1975 1980 1985 1990 1994 1996 1998 2000 2002 2004 2006 2008
Computers 0 1 8 20 40 75 100 135 130 175 230 280
Cell phones N/A N/A N/A N/A N/A N/A 180 400 420 660 830 1000

Telephone
Optical fiber provides cheaper bandwidth for long distance communication.
In an analog telephone network, the caller is connected to the person they

want to talk to by switches at various telephone exchanges. The switches form an
electrical connection between the two users and the setting of these switches is
determined electronically when the caller dials the number. Once the connection
is made, the caller's voice is transformed to an electrical signal using a
small microphone in the caller's handset. This electrical signal is then sent
through the network to the user at the other end where it is transformed back into
sound by a small speaker in that person's handset. There is a separate electrical
connection that works in reverse, allowing the users to converse.
The landline telephones in most residential homes are analog—that is, the
speaker's voice directly determines the signal's voltage. Although short-distance
calls may be handled from end-to-end as analog signals, increasingly telephone
service providers are transparently converting the signals to digital for
transmission before converting them back to analog for reception. The advantage
of this is that digitized voice data can travel side-by-side with data from the
Internet and can be perfectly reproduced in long distance communication (as
opposed to analog signals that are inevitably impacted by noise).
Mobile phones have had a significant impact on telephone networks.

Mobile phone subscriptions now outnumber fixed-line subscriptions in many
markets. Sales of mobile phones in 2005 totalled 816.6 million with that figure
being almost equally shared amongst the markets of Asia/Pacific (204 m),
Western Europe (164 m), CEMEA (Central Europe, the Middle East and Africa)
(153.5 m), North America (148 m) and Latin America (102 m). In terms of new
subscriptions over the five years from 1999, Africa has outpaced other markets
with 58.2% growth. Increasingly these phones are being serviced by systems
where the voice content is transmitted digitally such as GSM or W-CDMA with
many markets choosing to depreciate analog systems such as AMPS.
There have also been dramatic changes in telephone communication

behind the scenes. Starting with the operation of TAT-8 in 1988, the 1990s saw
the widespread adoption of systems based on optical fibers. The benefit of
communicating with optic fibers is that they offer a drastic increase in data
capacity. TAT-8 itself was able to carry 10 times as many telephone calls as the
last copper cable laid at that time and today's optic fibre cables are able to carry
25 times as many telephone calls as TAT-8.[68] This increase in data capacity is
due to several factors: First, optic fibres are physically much smaller than
competing technologies. Second, they do not suffer from crosstalk which means
several hundred of them can be easily bundled together in a single cable. Lastly,
improvements in multiplexing have led to an exponential growth in the data
capacity of a single fibre.
Assisting communication across many modern optic fibre networks is a

protocol known as Asynchronous Transfer Mode (ATM). The ATM protocol allows
for the side-by-side data transmission mentioned in the second paragraph. It is
suitable for public telephone networks because it establishes a pathway for data
through the network and associates a traffic contract with that pathway. The
traffic contract is essentially an agreement between the client and the network
about how the network is to handle the data; if the network cannot meet the
conditions of the traffic contract it does not accept the connection. This is
important because telephone calls can negotiate a contract so as to guarantee
themselves a constant bit rate, something that will ensure a caller's voice is not
delayed in parts or cut off completely. There are competitors to ATM, such

as Multiprotocol Label Switching (MPLS), that perform a similar task and are
expected to supplant ATM in the future.
Radio and television
Digital television standards and their adoption worldwide
In a broadcast system, the central high-powered broadcast tower transmits

a high-frequency electromagnetic wave to numerous low-powered receivers. The
high-frequency wave sent by the tower is modulated with a signal containing
visual or audio information. The receiver is then tuned so as to pick up the high-
frequency wave and a demodulator is used to retrieve the signal containing the
visual or audio information. The broadcast signal can be either analog (signal is
varied continuously with respect to the information) or digital (information is
encoded as a set of discrete values).
The broadcast media industry is at a critical turning point in its

development, with many countries moving from analog to digital broadcasts. This
move is made possible by the production of cheaper, faster and more
capable integrated circuits. The chief advantage of digital broadcasts is that they
prevent a number of complaints common to traditional analog broadcasts. For
television, this includes the elimination of problems such assnowy
pictures, ghosting and other distortion. These occur because of the nature of
analog transmission, which means that perturbations due to noise will be evident
in the final output. Digital transmission overcomes this problem because digital
signals are reduced to discrete values upon reception and hence small
perturbations do not affect the final output. In a simplified example, if a binary

message 1011 was transmitted with signal amplitudes [1.0 0.0 1.0 1.0] and
received with signal amplitudes [0.9 0.2 1.1 0.9] it would still decode to the binary
message 1011 — a perfect reproduction of what was sent. From this example, a
problem with digital transmissions can also be seen in that if the noise is great
enough it can significantly alter the decoded message. Using forward error
correction a receiver can correct a handful of bit errors in the resulting message
but too much noise will lead to incomprehensible output and hence a breakdown
of the transmission.
In digital television broadcasting, there are three competing standards that

are likely to be adopted worldwide. These are
the ATSC, DVB and ISDB standards; the adoption of these standards thus far is
presented in the captioned map. All three standards use MPEG-2 for video
compression. ATSC uses Dolby Digital AC-3 for audio compression, ISDB
uses Advanced Audio Coding (MPEG-2 Part 7) and DVB has no standard for
audio compression but typically uses MPEG-1 Part 3 Layer 2. The choice of
modulation also varies between the schemes. In digital audio broadcasting,
standards are much more unified with practically all countries choosing to adopt
the Digital Audio Broadcasting standard (also known as the Eureka
147 standard). The exception is the United States which has chosen to adopt HD
Radio. HD Radio, unlike Eureka 147, is based upon a transmission method
known as in-band on-channel transmission that allows digital information to
"piggyback" on normal AM or FM analog transmissions.
However, despite the pending switch to digital, analog television remains

being transmitted in most countries. An exception is the United States that ended
analog television transmission (by all but the very low-power TV stations) on 12
June 2009[81] after twice delaying the switchover deadline. For analog television,
there are three standards in use for broadcasting color TV (see a map on
adoption here). These are known as PAL (German designed), NTSC (North
American designed), and SECAM (French designed). (It is important to
understand that these are the ways of sending color TV, and they do not have
anything to do with the standards for black & white TV, which also vary from

country to country.) For analog radio, the switch to digital radio is made more
difficult by the fact that analog receivers are sold at a small fraction of the price of
digital receivers. The choice of modulation for analog radio is typically between
amplitude (AM) or frequency modulation (FM). To achieve stereo playback, an
amplitude modulated subcarrier is used for stereo FM.
Internet
The OSI reference model
The Internet is a worldwide network of computers and computer networks

that can communicate with each other using the Internet Protocol Any computer
on the Internet has a unique IP address that can be used by other computers to
route information to it. Hence, any computer on the Internet can send a message
to any other computer using its IP address. These messages carry with them the
originating computer's IP address allowing for two-way communication. The
Internet is thus an exchange of messages between computers.
It is estimated that the 51% of the information flowing through two-way

telecommunications networks in the year 2000 were flowing through the Internet
(most of the rest (42%) through the landline telephone). By the year 2007 the
Internet clearly dominated and captured 97% of all the information in
telecommunication networks (most of the rest (2%) through mobile phones).[8] As
of 2008, an estimated 21.9% of the world population has access to the Internet
with the highest access rates (measured as a percentage of the population) in

North America (73.6%), Oceania/Australia (59.5%) and Europe (48.1%). In terms
of broadband access, Iceland (26.7%), South Korea (25.4%) and the Netherlands
(25.3%) led the world.
The Internet works in part because of protocols that govern how the
computers and routers communicate with each other. The nature of computer
network communication lends itself to a layered approach where individual
protocols in the protocol stack run more-or-less independently of other protocols.
This allows lower-level protocols to be customized for the network situation while
not changing the way higher-level protocols operate. A practical example of why
this is important is because it allows an Internet browser to run the same code
regardless of whether the computer it is running on is connected to the Internet
through an Ethernet or Wi-Fi connection. Protocols are often talked about in
terms of their place in the OSI reference model (pictured on the right), which
emerged in 1983 as the first step in an unsuccessful attempt to build a universally
adopted networking protocol suite.
For the Internet, the physical medium and data link protocol can vary
several times as packets traverse the globe. This is because the Internet places
no constraints on what physical medium or data link protocol is used. This leads
to the adoption of media and protocols that best suit the local network situation.
In practice, most intercontinental communication will use the Asynchronous
Transfer Mode (ATM) protocol (or a modern equivalent) on top of optic fiber. This
is because for most intercontinental communication the Internet shares the same
infrastructure as the public switched telephone network.
At the network layer, things become standardized with the Internet

Protocol (IP) being adopted for logical addressing. For the World Wide Web,
these "IP addresses" are derived from the human readable form using
the Domain Name System (e.g. 72.14.207.99 is derived from www.google.com).
At the moment, the most widely used version of the Internet Protocol is version
four but a move to version six is imminent.

At the transport layer, most communication adopts either the Transmission

Control Protocol (TCP) or the User Datagram Protocol (UDP). TCP is used when
it is essential every message sent is received by the other computer whereas
UDP is used when it is merely desirable. With TCP, packets are retransmitted if
they are lost and placed in order before they are presented to higher layers. With
UDP, packets are not ordered or retransmitted if lost. Both TCP and UDP packets
carry port numbers with them to specify what application or process the packet
should be handled by.[90]Because certain application-level protocols use certain
ports, network administrators can manipulate traffic to suit particular
requirements. Examples are to restrict Internet access by blocking the traffic
destined for a particular port or to affect the performance of certain applications
by assigning priority.
Above the transport layer, there are certain protocols that are sometimes
used and loosely fit in the session and presentation layers, most notably
the Secure Sockets Layer (SSL) and Transport Layer Security (TLS) protocols.
These protocols ensure that data transferred between two parties remains
completely confidential. Finally, at the application layer, are many of the protocols
Internet users would be familiar with such as HTTP (web browsing), POP3 (e-
mail), FTP (file transfer), IRC (Internet chat), BitTorrent (file sharing)
and XMPP (instant messaging).
Voice over Internet Protocol (VoIP) allows data packets to be used

for synchronous voice communications. The data packets are marked as voice
type packets and can be prioritized by the network administrators so that the real-
time, synchronous conversation is less subject to contention with other types of
data traffic which can be delayed (i.e. file transfer or email) or buffered in
advance (i.e. audio and video) without detriment. That prioritization is fine when
the network has sufficient capacity for all the VoIP calls taking place at the same
time and the network is enabled for prioritization i.e. a private corporate style
network, but the Internet is not generally managed in this way and so there can
be a big difference in the quality of VoIP calls over a private network and over the
public Internet.

Local area networks and wide area networks
Despite the growth of the Internet, the characteristics of local area

networks ("LAN" – computer networks that do not extend beyond a few
kilometers in size) remain distinct. This is because networks on this scale do not
require all the features associated with larger networks and are often more cost-
effective and efficient without them. When they are not connected with the
Internet, they also have the advantages of privacy and security. However,
purposefully lacking a direct connection to the Internet will not provide 100%
protection of the LAN from hackers, military forces, or economic powers. These
threats exist if there are any methods for connecting remotely to the LAN.
There are also independent wide area networks ("WAN" – private

computer networks that can and do extend for thousands of kilometers). Once
again, some of their advantages include their privacy, security, and complete
ignoring of any potential hackers – who cannot "touch" them. Of course, prime
users of private LANs and WANs include armed forces and intelligence agencies
that must keep their information completely secure and secret.
In the mid-1980s, several sets of communication protocols emerged to fill

the gaps between the data-link layer and the application layer of the OSI
reference model. These included Appletalk, IPX, andNetBIOS with the dominant
protocol set during the early 1990s being IPX due to its popularity with MS-
DOS users. TCP/IP existed at this point, but it was typically only used by large
government and research facilities
As the Internet grew in popularity and a larger percentage of traffic

became Internet-related, LANs and WANs gradually moved towards the TCP/IP
protocols, and today networks mostly dedicated to TCP/IP traffic are common.
The move to TCP/IP was helped by technologies such as DHCP that allowed
TCP/IP clients to discover their own network address — a function that came
standard with the AppleTalk/ IPX/ NetBIOS protocol sets.

It is at the data-link layer, though, that most modern LANs diverge from the
Internet. Whereas Asynchronous Transfer Mode (ATM) or Multiprotocol Label
Switching (MPLS) are typical data-link protocols for larger networks such as
WANs; Ethernet and Token Ring are typical data-link protocols for LANs. These
protocols differ from the former protocols in that they are simpler (e.g. they omit
features such as Quality of Service guarantees) and offer collision prevention.
Both of these differences allow for more economical systems.[95] Despite the
modest popularity of IBM token ring in the 1980s and 1990s, virtually all LANs
now use either wired or wireless Ethernets. At the physical layer, most wired
Ethernet implementations use copper twisted-pair cables (including the
common10BASE-T networks). However, some early implementations used
heavier coaxial cables and some recent implementations (especially high-speed
ones) use optical fibers. When optic fibers are used, the distinction must be made
between multimode fibers and single-mode fibers. Multimode fibers can be
thought of as thicker optical fibers that are cheaper to manufacture devices for,
but that suffers from less usable bandwidth and worse attenuation – implying
poorer long-distance performance.

CHAPTER 3
COMPANY PROFILE:
A. BACKROUND AND INCEPTION OF THE COMPANY

B.
BHARTI AIRTEL formerly known as BHARTI TELE VENTURES LIMITED
(BTVL) was incorporated on 7th July 1995.In April 2006 the company was
renamed as BHARTI AIRTEL. Sunil Bharti Mittal is the Founder of the company
and the company is having its headquarters at Delhi, India.
BHARTI AIRTEL is a part of BHARTI ENTERPRISES providing the

telecommunication service throughout India and also in some foreign countries.
BHARTI AIRTEL is the only company that has the access to all 22 circles in
India. By the end of December 2012the company has reached more than 200
million customers in its Indian customer base. It has extended its services to all
around the world by having the access to 20 countries. BHARTI AIRTEL is the
largest telecommunication service provider in India based on number of customer
and globally it stands in the 3rd position.

It is the second largest provider of the fixed telephony after BSNL (Bharath
Sanchar Nigam Limited). It also offers broadband and subscription television. The
company has employed around 21,000 people globally. BHARTI AIRTEL is the
first company to start mobile banking, as a trial basis it has started its service in
Gurgaon near Delhi. BHARTI AIRTEL is the first telecommunication company to
offer 4G (Fourth Generation) service in India, by launching the 4G service in
Kolkata in April 2012. The Kolkata launch was followed by the launch of
Bangalore, Pune and Chandigarh. It also gained the access to another 4 circles
by entering into an agreement with Qualcomm Asia Pacific and became the
leader by having 8 4G circles in India. The company is not only concentrating on
the business expansion and profit maximization, it is also concentrating on its
social responsibilities. It has stated BHARTI foundation to help underprivileged
children and young people.
C. NATURE OF THE BUSINESS CARRIED

BHARTI AIRTEL outsources all its business operation expect marketing,
sales and finance. Its business is mainly categorized into four types.
 Mobile Services (GSM service)

 Telemedia Services (Fixed telephone and broadband)
 Digital TV Services
 Airtel Business (Internet solutions for corporate)
D. VISION MISSION AND QUALITY POLCY
VISION OF BHARTI AIRTEL
Enriching lives means putting the customer at the heart of everything we

do. We will meet their needs based on our deep understanding of their ambitions,
wherever they are. By having this focus we will enrich our own lives and those of

our other key stakeholders. Only then will we be thought of as exciting,

innovation, on their side and a truly world class company.
MISSION OF BHARTI AIRTEL
We at Airtel always think in fresh and innovative ways about the needs of
our customers and how we want them to feel. We deliver what we promise and
go out of our way to delight the customer with a little bit more.
QUALITY POLICY OF BHARTI AIRTEL
• Openness and transparency - with an innate desire to do good
• Empowering People - to do their best
• Being Flexible - to adapt to the changing environment and evolving

customer needs
• Making it Happen - by striving to change the status quo, innovate and

energize new ideas with a strong passion and entrepreneurial spirit
• Creating Positive Impact – with a desire to create a meaningful difference

in society.
E. PRODUCTS AND SERVICE PROFILE

The company has gained an excellent quality in offering various types of
telecommunication services. The services offered by BHARTI AIRTEL are as
below.
 GSM mobile service

 Telemedia services
 Digital TV Services
 Airtel Corporate
 Wi Fi service
 Wi Max
 Local Loop
 Internet lease lines

 Internet data center
 Radio frequency service (point to point)
 International Private Lease line
 Multi-Protocol Label switching
 National Long Distance.
F. AREA OF OPERATION - GLOBAL/NATIONAL/REGIONAL

The company is engaging in providing a wide range of services to local
and also overseas market. The company is well known for its quality of service.
BHARTI AIRTEL started its operation from Delhi and made it as its
headquarters.
Then it expands its operation throughout the nation and also to overseas.
Places in India where AIRTEL has its operation
 Andhra Pradesh
 Assam
 Bihar
 Delhi
 Gujarat
 Haryana
 Himachal Pradesh
 Jammu & Kashmir
 Karnataka
 Kerala
 Kolkata
 Madhya Pradesh
 Maharashtra
 Mumbai
 North east
 Orissa
 Punjab
 Rajasthan
 Tamil Nadu
 Uttar Pradesh (east)
 Uttar Pradesh (west)
 West Bengal
Places outside India
 Sri Lanka
 Bangladesh
 17 Countries in Africa
 Jersey and Guernsey ( With Vodafone)
G. OWNERSHIP PATTERN
Share Holding Pattern
Name Percentage of holdings
Bharti Telecom Limited 45.7
Pastel Limited 15.57
Indian Continent Investment 7.0

Limited
Viridhan Limited 0.22
Total 68.50
Public Share Holdings
Public 31.50
Total 100

COMPETITORS INFORMATION
BHARTI AIRTEL is offering a number of services in India and also
globally, each and every company in every business faces competition whether it
may local or international market.
BHARTI AIRTEL is facing a stiff competition from many companies. The

competition has reached the severe stage as foreign companies are entered.
Following are the competitors:-
 BSNL
 MTNL
 Quadrant televentures
 Reliance
 TATA DOCOMO
 Tulip
INFRASTUCTURAL FACILITIES:
 Infrastructural facilities are the basic requirements that a company
should provide for its employees in order to get the better
performance from them. BHARTI AIRTEL is providing is all the
infrastructural facilities to create a healthy working environment in
the company.
 BHARTI AIRTEL has 1200 towers across India .
 22 divisional office across India.
 Service centers 750 across India.
 The Mobility business provides GSM mobile services in all

23 telecommunications circles in across India.

ACHIEVEMENTS / AWARDS:
 Most recommended Telecom Service provider of the year 2010
 Consumer’s trusted choice of the year 2010
 Top VSAT service provider 2010
 Top Telecom Company for 4 years
 Euro Finance Treasury Award 2012
 Quest Forum India Quality Award
 Best Mobile Service Provider
 Excellence in First People Initiative
 Porter Prize
 Golden Peacock National Quality Award for the year 2011
 Best Global Wholesale Carrier
 Top Telecom Services Provider of the Year 2009
 NDTV Profit Business Leadership Award 2009
 Most innovative company
 Gallup Great Workplace Award
 Ovum Telco-Transformation award
 Four Effie awards at the Effie Awards 2012
 Excellence Award for Shared Service Centre Operations in India
 Best Quality Mobile Network Service Provider
 Most innovative Solution for Airtel money.
 Best Enterprise Services Provider
WORK FLOW MODEL

As every company has its own work flow model, BHRATI AIRTEL is also
have an unique work flow model, that has lead the company to achieve
success. The company's work flow model is appropriate for its operations.
Hence an excellent coordination has established in the working place.

work flow model of the company is as below.
Approaching Customer
Understanding customer Needs
If need Yes Fulfill the need at this level only

can be
fulfilled
in the
initial
level No
Referred to the higher officials
Referred to
Acceptance thethe
from higher officials
higher officials
Fulfillmentfrom
Acceptance of thethe
Customer need
higher officials
Fulfillment of the Customer need

HOW DOES RELATIONSHIP MARKETING HELP IN

COMPETITION MANAGEMENT
Customers Middlemen & Suppliers
EMOTIONAL BONDING
Customer Retention & Loyalty Channel Partnership
Results in Profit Making & Keeping Competition Away

ANALYSIS OF FINANCIAL STATEMENT

Finance Department hanldes all the important issues related to finance,
accounts, taxation etc. Tha main functions performed in Bharthi Airtel:-
 Investment of funds consolidated funds.
 Resources mobilization through loans, Institution finance,small
savings.
 Following rules, procedures concerning financial transactions.
 Preparation of budget,appropriation financial transactions.
 Controlling the expenditure.
 Administration of tax and export duties.
CFO is responsible for accounts and finance department. Some of the
duties and responsibilities related to CEO:-
 Fund management.
 Monthly Balance sheet submits to management on time.
 Debtors list( more than 6 months & less then 6 month) to be submit
monthly.
 Creditors statement to be submit to management.

BALANCE SHEET OF BHARTHI AIRTEL LTD.
Mar ' 13 Mar ' 12 Mar ' 11 Mar ' 10 Mar ' 09
Sources of funds
Owner's fund
Equity share capital 1,898.77 1,898.24 1,897.91 1,895.93 1,893.88
Share application money 186.09 116.22 57.63 30.00 12.13
Preference share capital - - - - -
34,650.1 25,627.3 18,283.8
Reserves & surplus 9 8 2 9,515.21 5,437.42
Loan funds
Secured loans 39.43 51.73 52.42 266.45 2,863.37
Unsecured loans 4,999.49 7,661.92 6,517.92 5,044.36 1,932.92
41,773.9 35,355.4 26,809.7 16,751.9 12,139.7
Total 7 8 1 5 2
Uses of funds
Fixed assets
44,212.5 37,266.7 28,115.6 26,509.9 17,951.7
Gross block 3 0 5 3 4
Less : revaluation reserve 2.13 2.13 2.13 2.13 2.13
Less : accumulated 16,187.5 12,253.3
depreciation 6 4 9,085.00 7,204.30 4,944.86
28,022.8 25,011.2 19,028.5 19,303.5 13,004.7
Net block 4 3 2 1 5
Capital work-in-progress 1,594.74 2,566.67 2,751.08 2,375.82 2,341.25
15,773.3 11,777.7 10,952.8
Investments 2 6 5 705.82 719.70
Net current assets
Current assets, loans & 10,466.6
advances 9,225.08 3 8,439.38 5,406.81 3,338.88
Less : current liabilities & 12,842.0 14,466.8 14,362.3 11,042.6
provisions 0 9 3 7 7,272.80
Total net current assets -3,616.92 -4,000.26 -5,922.95 -5,635.86 -3,933.92
Miscellaneous expenses not
written - 0.09 0.20 2.66 7.94
41,773.9 35,355.4 26,809.7 16,751.9 12,139.7
Total 7 8 1 5 2

Learning experience:
Bharthi Airtel is a Telecommunication industry, which permitted me to do
project work in their organization and they helped me as an external guide and I
thankful to entire staff of Bharthi Airtel Chikmagalur who are all directly and
indirectly helped me for successfully completion of my project.
During this period I learned what are principles and practices adopted in
organization for welfare of the employees. And the programs which are annually,
weekly, quarterly are conducted to reduce the attrition rate.
FUTURE GROWTH AND PROSPECT

Bharti Airtel Announces Strategic Organization Changes For Future
Growth
By 2015 the target of achieving as the most loved brand by enriching the
lives of millions.
Creates International Business Group for enhanced focus on international
expansion beyond India and South Asia
• Manoj Kohli to head the International Business Group and lead Airtel global
foray as CEO (International) & Joint MD
• Sanjay Kapoor promoted to CEO, Bharti Airtel (India and South Asia) to
consolidate Airtel’s leadership position
Bharti Airtel Limited is one of Asia’s leading telecom services provider,

today announced as the strategic organizational changes with the objective to
enhance its focus on expanding operations to international markets beyond India
and South Asia and further consolidate its leadership position in India. The
company announced the creation of a new, empowered and dedicated
International Business Group that will be responsible for expanding the
company’s operations beyond India and South Asia region. Manoj Kohli, who is
currently the CEO (India and South Asia) & Joint MD of the company, will head
the International Business Group as CEO (International) & Joint MD and will
continue to be a member of the Bharti Airtel Board. The International Business

Group will comprise a team of seasoned and experienced professionals,
including from within the Bharti group, from areas such as Business
Development, Networks & IT, SCM, Project and Performance Excellence, Brand
and Customer Experience.
 To be the market leader in the international level.
 To become the number one company in all types of telecommunication
services.
 To be the largest service provider
 To maintain the service quality and to upgrade according to the
technological change
 To be the leader in digital TV and telemedia services.
QUALITY PROCESS- BHARTI AIRTEL

There are 5 steps in the quality process.
 Supplier
 Inputs
 Process
 Outputs
 Customers
The service strategies of Bharti Airtel are-
 Best-in-class technology:
 World-class Installation & Customer Service
 Interactive VAS to Drive ARPU enhancement
 One Airtel Synergies for Distribution, Brand & IT
 Data Products: Internet, MPLS etc
 Integrated Solutions to Drive Share of wallet
 Strategic Alliances
 Indirect Channel to Drive Penetration
 Deeper & Not Wider: 94 Cities

Products/service profile
Mobile Services - It offers mobile services using GSM technology on
900MHz and 1800MHz bands, and is the largest wireless service provider in the
country, based on the Number of customers. The 85,650,733 mobile customers
accounted for a market share of 24.7% of wireless market, as on December 31,
2008. And offer’s post-paid, pre-paid, roaming and value added services through
the extensive sales and distribution channel covering 1,069,706 outlets. And its
network is present in 5,057 census towns and 401,882 non-census towns and
villages in India, thus, covering approximately 79% of the country’s population.
The network operating centers, which monitor the health of the Mobile network,
are located in Gurgaon, near Delhi, and Chennai.
Telemedia Services – They provide broadband (DSL) and telephone services

(fixed line) in 95 cities with growing focus on new media and entertainment
solutions such as DTH and IPTV. It has 2,619,461 customers as on December
31, 2008 of which 37.9% were subscribing to broadband/internet services. The
product offerings in this segment include supply and installation of fixed-line
telephones providing local, national and international long distance voice
connectivity and broadband Internet access through DSL. it also remain strongly
committed to the focus on Small and Medium Business enterprises .it provide a
range of customized Telecom/ IT solutions and aim to achieve revenue
leadership in this rapidly growing segment of the ICT market. The strategy of its
Telemedia business is to focus on cities with high revenue potential, except for
DTH which is an all- India offering. Airtel digital TV is available to customers
through 23,200 retail points in 120 cities across the country.
Enterprise Services - Enterprise Services provides a broad portfolio of services

to large Enterprise and Carrier customers. This division comprises the Carrier
and Corporate business units. Enterprise Services is regarded as the trusted
communications partner to India's leading organizations, helping them to meet
the challenges of growth.

Corporate – This business unit delivers end to end telecom solutions to India’s
large corporate. It serves as the single point of contact for all telecommunication
needs for corporate customers in India by providing full suite of communication
services across data, voice and managed services. It specializes in providing
customized solutions to address unique requirements of different industry
verticals; BFSI, IT, Its Manufacturing and distribution, media, education, telecom,
Government and PSUs and retail among others. Backed by the alliances with
leading technology companies worldwide and state of the art infrastructure, it
offers complete range of telecom solutions.
These solutions enable corporate to network their offices within India and across
the globe, provide them infrastructure to run business critical applications and
provide them means to connect with their customers, vendors and employees.
Area of operation (global)

WORLDWIDE PRESENCE

Airtel is the 5th largest mobile operator in the world in terms of subscriber base
and has a commercial presence in 19 countries and the Channel Islands.
Its area of operations includes:

 3 countries in the Indian Subcontinent:
Bangladesh, India and Sri Lanka
 16 countries in Africa:
Burkina Faso, Chad, Democratic Republic of the Congo, Republic of the
Congo, Gabon, Ghana, Kenya, Madagascar, Malawi,Niger, Nigeria, Seychelles,
Sierra Leone, Tanzania, Uganda and Zambia.
Ownership Pattern
Managers of the company follow ideal combination of both authoritative
and participative management style. When authority is passed to different levels
of the management and decisions are taken with participation of people

concerned with issue. When an issue comes into discussion, it is kept in front of
committee consisting of managers of different departments. Once solution is
found within this level it is forwarded to the top managers for clearance.
Competitors information
Operator
Bharti Airtel Limited
Reliance
Communications
Vodafone
BSNL
Tata Teleservices
Idea
Aircel
Unitech
Loop
Sistema
MTNL
Videocon
Stel
Etisalat
HFCL Infotel
All India
Infrastructural Facilities
When coming to the facility which is provided by the Airtel is excellent.
Airtel ensures that a good working environment is one of the motivational factor

to the employees who are working with zeal and determination which lead to
better work flow. The facility given by Airtel can be summarise in simple words
.Out of its 6 floored building, the first and second floor is the Facility team, the
third floor consist of the HR team i.e.(NSG ,Network Services Group ,team south
) and Finance team , Apart from this it has got the well furnished infrastructure
facility like the rest room, living room, cafeteria, sports room etc.Fourth floor is
Airtel office ,fifth is the DTH canter ,sixth is the canteen facility. Airtel gives very
much importance to its facility layout.
I. Achievement
For the year 2009 – 2010
 Bharti airtel rated as India’s Best Enterprise Connectivity

Provider for 2009 at the Annual Users’ Choice Awards
instituted by PC Quest.
 Bharti airtel has been recognized as the Best Global Wholesale

Carrier for 2009 at the Telecoms World Awards Middle East by
Terrapin.
 Airtel was rated as the ‘Strongest Brand’ in the Economic

Times Brand Finance Brand Power Rating 2009.
 Sunil Bharti Mittal conferred with the Lal Bahadur Shastri

National Award for Excellence in Public Administration,
Academics and Management.
 Airtel ranked second in the Economic Times-Brand Equity Most

Trusted Brand Survey 2009.
 Bharti Airtel ranked India’s second most valuable company, by

Business Today in 2009.
 Bharti Airtel listed in Forbes Asia’s Fabulous 50 companies,

2009 on number sixth position.
 It was recognized as the ‘Service Provider of the Year’ and

‘Wireless Service Provider of the Year’ at the Frost & Sullivan
Asia Pacific ICT Awards 2009.
 Bharti airtel bagged the Best Carrier India Award and the Ovum
Telco-Transformation Award at the Telecom Asia Awards 2009.
 It was ranked sixth among the top 100 best performing

technology companies in the world, compiled by Business
Week for the year 2009. The company is placed ahead of
global technology leaders like Apple (19), Microsoft (22) and
Google (37) in this exclusive list.
 Sunil Mittal received the Madras Management Association

(MMA) Business Leadership Award for 2008-09 for
revolutionizing Indian telecom.
 Bharti airtel was selected as one of the top 10 winners of the

IDC Enterprise Innovation IT Awards 2009 across APAC region
for its BSS Transformation Project.
 Sunil Mittal was awarded the Global Economy Prize by The Kiel
Institute (Germany).
 Sunil Mittal was conferred with the degree of Doctor of Laws

Honoris Causa by the University of Leeds, UK.

 Bharti airtel received the ‘Best Content Service’ Award for the
airtel-IFFCO Farmer Information Dissemination Platform at the
World Communications Awards in London.
 Bharti Airtel has been recognized as the Best Global Wholesale

Carrier for 2009 at the Telecoms World Awards Middle East.
 Bharti Ariel’s low cost computing device

airtel Net PC was recognized by Hindustan Times as one of
the ‘Top 9 Best Tech Products of 2009’.
 Bharti airtel has been ranked among six best performing

technology companies in the world by Business Week. Bharti
airtel was awarded the Most Preferred Cellular Service Provider
Award at the CNBC Awaaz Consumer Awards 2009.
 Bharti airtel has been awarded the NDTV Profit Business

Leadership Award 2009 in the Telecom Sector.

ORGANIZATIONAL STRUCTURE
Systems:
To frame suitable policies and systems to ensure that there is no violation
of Securities and Exchange Board of India (Insider Trading) Regulations, bharti
Airtel Limited has instituted internal processes and systems to insure that the
Audit Committee has access to all the material information, and reviews on a
regular basis.

Shared value:
Bharti airtel limited firmly believes in the principles of Corporate

Governance and is committed to conduct its business in a manner, which will
ensure sustainable, capital-efficient and long-term growth thereby maximizing
value for its shareholders, customers, employees and society at large.
Style:
Operating in different branches such as Bharti enterprises limited, Bharti
Airtel ltd, Bharti Wal-Mart private ltd, Bharti telesoft limited etc, and a great
success in reaching the targets.
Staff:
Other stakeholders in Bharti Airtel include Sony-Ericsson, Nokia - and
Sing Tel, with whom they hold a strategic alliance. This means that the business
has access to knowledge and technology from other parts of the
telecommunications world.
The company has covered the entire Indian nation with its network. This
has underpinned its large and rising customer base.
Skills:
Global telecommunications and new technology brands see Airtel as a key
strategic player in the Indian market. The new iPhone will be launched in India via
an Airtel distributorship. Another strategic partnership is held with a Blackberry
Wireless Solutions .

SWOT ANALYSIS
Figure of SWOT analysis
SWOT analysis is a strategic planning method used to evaluate the

Strengths, Weaknesses, Opportunities, and Threats involved in a project or in a
business venture. It involves specifying the objective of the business venture or
project and identifying the internal and external factors that are favorable and
unfavorable to achieve that objective.
 Strengths: attributes of the person or company that is helpful to
achieving the objective(s).
 Weaknesses: attributes of the person or company that is harmful to
achieving the objective(s).
 Opportunities: external conditions that is helpful to achieving the
objective(s).
 Threats: external conditions which could do damage to the
objective(s).
Strengths
 Bharti Airtel has more than 65 million customers (July 2008). It is the
largest cellular provider in India, and also supplies broadband and
telephone services – as well as many other telecommunications services
to both domestic and corporate customers.

 Other stakeholders in Bharti Airtel include Sony-Ericsson, Nokia - and Sing

Tel, with whom they hold a strategic alliance. This means that the
business has access to knowledge and technology from other parts of the
telecommunications world.
 The company has covered the entire Indian nation with its network. This
has underpinned its large and rising customer base.
Weaknesses
 An often cited original weakness is that when the business was started by
Sunil Bharti Mittal over 15 years ago, the business has little knowledge
and experience of how a cellular telephone system actually worked. So the
start-up business had to outsource to industry experts in the field.
 Until recently Airtel did not own its own towers, which was a particular
strength of some of its competitors such as Hutchison Essar. Towers are
important if your company wishes to provide wide coverage nationally.
 The fact that the Airtel has not pulled off a deal with South Africa's MTN
could signal the lack of any real emerging market investment opportunity
for the business once the Indian market has become mature.
Opportunities
 The company possesses a customized version of the Google search
engine which will enhance broadband services to customers. The tie-up
with Google can only enhance the Airtel brand, and also provides
advertising opportunities in Indian for Google.
 Global telecommunications and new technology brands see Airtel as a key
strategic player in the Indian market. The new iPhone will be launched in
India via an Airtel distributorship. Another strategic partnership is held with
BlackBerry Wireless Solutions.
 Despite being forced to outsource much of its technical operations in the
early days, this allowed Airtel to work from its own blank sheet of paper,
and to question industry approaches and practices - for example replacing
the Revenue-Per-Customer model with a Revenue-Per-Minute model
which is better suited to India, as the company moved into small and
remote villages and towns.
 The company is investing in its operation in 120,000 to 160,000 small

villages every year. It sees that less well-off consumers may only be able
to afford a few tens of Rupees per call, and also so that the business
benefits are scalable - using its 'Matchbox' strategy.
 Bharti Airtel is embarking on another joint venture with Vodafone Essar
and Idea Cellular to create a new independent tower company called
Indus Towers. This new Airtel business will control more than 60% of
India's network towers. IPTV is another potential new service that could
underpin the company's long-term strategy.
Threats
 Vodafone seem to be having an on/off relationship. Vodafone which
owned a 5.6% stake in the Airtel business sold it back to Airtel, and
instead invested in its rival Hutchison Essar. Knowledge and technology
previously available to Airtel now moves into the hands of one of its
competitors.
 The quickly changing pace of the global telecommunications industry
could tempt Airtel logo along the acquisition trail which may make it
vulnerable if the world goes into recession. Perhaps this was an impact
upon the decision not to proceed with talks about the potential purchase of
South Africa's MTN in May 2008. This opened the door for talks between
Reliance Communication's Anil Ambani and MTN, allowing a competing
Indian industrialist to invest in the new emerging African
telecommunications market.
 Bharti Airtel could also be the target for the takeover vision of other global
telecommunications players that wish to move into the Indian market.

CHAPTER - 4
Analysis And Interpretation

Table No. 1
TABLE SHOWING THE DURATION OF RESPONDENTS RELATION WITH
AIRTEL
SL NO. DURATION TOTAL PERCENTAGE
a. LESS THAN 1 YEAR 05 10%
b. 1 to 2 YEARS 07 14%
c. 2 to 3 YEARS 10 20%
d. MORE THAN 3 YEARS 28 56%
Total 50 100%
Analysis
From the above table 56% of the channel partners are working with BHARTI AIRTEL
for more than 4 years, followed by 20% partners from 2 to 3 years and 14% from 1 to 2
years, 10% from less than a 1year .’
GRAPH 1
PERCENTAGE
60%
50%
40%
30%
20%
10%
0%
LESS THAN 1 YEAR

1 to 2 YEARS
2 to 3 YEARS
MORE THAN 3
YEARS
Inference It can be inferred that most of the channel partners are maintaining a relation
with the BHARTI AIRTEL more than 3 years, hence it shows that channel partners are
maintaining a long relationship with BHARTI AIRTEL.

Table No. 2
TABLE SHOWING THE EMPLOYEES GET ANY TRAINING FROM BHARTI
AIRTEL TO MANAGE CUSTOMERS.
SL NO. OPINION TOTAL PERCENTAGE
a. YES 38 76%
b. NO 12 25%
TOTAL 50 100%
Analysis
From the above table 76% of the channel partners are getting full training from Bharti
Airtel,
GRAPH 2:
80%
70%
60%
50% PERCENTAGE
40%
30%
20%
10%
0%
YES NO
Inference : Most of the channel partners getting full and effective training from BHARTI
AIRTEL, to manage the customers

Table No. 3
TABLE SHOWING THE RESPONDNET SATISFIED WITH THE SUPPORT
PROVIDED BY BHARTI AIRTEL TOWORDS SALES AND SERVICES
a. HIGHLY SATISFIED 20 25%
b. SATISFIED 30 75%
c. DISSATISFIES 00 00%
d. HIGHLY DISSATISFIED 00 00%
TOTAL 50 100%
Analysis
From the above graph 25% of the channel partners are highly satisfied with bharti airtel
towards sales and services. 75% of the channel partner are satisfied with bharti airtel
towards sales and services .
GRAPH 3
80%
70%
60%
50%
40%
PERCENTAGE
30%
20%
10%
0%
HIGHLY SATISFIED DISSATISFIES HIGHLY
SATISFIED DISSATISFIED
Inference : Majority of the channel partners are satisfied with the support provided by
Bharti Airtel towards sales and services.

Table No. 4
TABLE SHOWING THE RESPONDNET USE ANY OTHER SUB DEALERS
TO SELL SERVICES
a. YES 30 60%
b. NO 20 40%
TOTAL 50 100%
Analysis
From above table shows that 60% of the channel partners are will use other sub dealers
the sell services BHARTI AIRTEL and 40% of the channel partners are will not use other
sub dealers the sell services.
GRAPH 4
PERCENTAGE
60%
50%
40%
30%
20%
10%
0%
YES NO
Inference :
It can be inferred that even few channel partners depend upon sub dealers to provide the
services to there users.

Table No. 5
TABLE SHOWING THE RESPONDNET SATISFIED WITH THE
INFORMATION SHARED BY BHARTI AIRTEL WHILE LAUNCHING IT’S
SETVICES.
b. SATISFIED 20 40%
c. DISSATISFIED 00 00%
TOTAL 50 100%
Analysis
The above table indicates that 60% of channel partners are getting the
information about the new services launched by BHARTI AIRTEL very soon, 40% of the
channel partners are getting after some time, none of them are getting after a long time.
GRAPH 5
PERCENTAGE
100%
50%
0% PERCENTAGE
Inference : it can be inferred that Bharti Airtel is providing a Very good information to
its channel partners , and majority of the channel partners are satisfied with the
information shared.

Table No. 6
TABLE SHOWING THE RESPONDNET SATISFIED WITH THE
RESPONCE OF CHANNEL MANAGER IN SOLVING PROBLEMS
SL NO. TECHNICAL TRAINING TOTAL PERCENTAGE
b. SATISFIED 20 40%
TOTAL 50 100%
Analysis
From the above table 60% of the channel partners opinion that the channel
manager will response is effective and they are highly satisfied with the response of
channel manger.
Graph 6
PERCENTAGE
60%
50%
40%
30%
20%
10% PERCENTAGE
0%
Inference : it can be inferred that majority of the channel partners are satisfied with the
working efficiency of channel partners, and channel manager also responding towards
the problems.

Table No. 7
TABLE SHOWING THE RESPONDNET OPINION REGARDING
COMMISSION PAID BY BHARTI AIRTEL.

a. HIGH 10 20%
b. AVERAGE 35 70%
c. LOW 05 05%
d. POOR 00 00%
TOTAL 50 100%
Analysis
The above table confirms that 20% of the channel partners are high
satisfaction with the commission paid by the Bharti airtel, 70% is showing average
satisfaction and 0.5% of the channel partners are less satisfied with commission paid by
Bharti airtel.
GRAPH 7
70%
60%
50%
40%
PERCENTAGE
30%
20%
10%
0%
HIGH AVERAGE LOW POOR
Inference : Channel partners of Bharti Airtel is are showing average satisfaction on

commission paid by Airtel because of the package of the product which they deal with.
Table No. 8
TABLE SHOWING THE RESPONDNET OPINION TOWARD PRICING

STRATEGIES ADOPTED BY BHARTI AIRTEL.
SL NO. JUSTICE TOTAL PERCENTAGE
a. EXCELENT 20 40%
b. GOOD 30 60%
c. AVERAGE 00 00%
d. POOR 00 00%
TOTAL 50 100%
Analysis
The above table shows that BHARTI AIRTEL is pricing strategies 60% good,
and 40% of channel partners are telling they have excellent pricing strategies.
GRAPH 8
60%
50%
40%
30% PERCENTAGE
20%
10%
0%
EXCELENT GOOD AVERAGE POOR
Inference : since majority of the channel partners are saying the pricing strategies are
good, it shows that there further scope for bharti airtel to come out with new pricing
strategies.
Table No. 9
TABLE SHOWING THE RESPONDNET OPINION TOWARDS

PROMOTIONAL STRATEGIES ADOPTED BY BHARTI AIRTEL AS A
CHANNEL PARTNER?
a. EXCELENT 20 40%
b. GOOD 30 60%
c. AVERAGE 00 00%
d. POOR 00 00%
TOTAL 50 100%
Analysis
From the above table 40% of the channel partner has given excellent opinion and 60% of
the channel partners has given good opinion towards promotional strategy.
PERCENTAGE
60%
50%
40%
30% PERCENTAGE
20%
10%
0%
EXCELENT GOOD AVERAGE POOR
Inference : It can be inferred that promotion strategies adopted by Bharti airtel is

effective.

Table No. 10
TABLE SHOWING THE RESPONDNET FREQUENTLY THE CHANNEL
MANAGER VISIT YOUR PREMISES
SL NO. FREQUENCY TOTAL PERCENTAGE
a. TWICE IN A WEEK 10 20%
b. WEEKLY ONCE 30 60%
c. MONTHLY 10 20%
d. NO FREQUENT VISIT 00 00%
TOTAL 50 100%
Analysis; The channel managers has good relation with there partners as per the table the
channel manager will 60% of time weekly visit to out let.
GRAPH 10
60%
50%
40%
30% PERCENTAGE
20%
10%
0%
TWICE IN A WEEKLY ONCE MONTHLY NO FREQUENT
WEEK VISIT
Inference : Channel managers maintain a effective relationship with channel partners,

and they frequently visit to channel partners premises.
Table No. 11

TABLE SHOWING THE RESPONDNET WANT TO CONTINUE AS A

CHANNEL PARTNER WITH BHARTI AIRTEL?
a. YES 40 80%
b. NO 10 20%
TOTAL 50 100%
Analysis
From the above table it is clear that, 80% of the want to continue there relationship with
the airtel. 20%of the partners are not going to continue there relation with airtel.
GRAPH 11
PERCENTAGE
80%
60%
PERCENTAGE
40%
20%
0%
YES NO
Inference :
It can be inferred BHARTI AIRTEL is most of the channel partners
satisfied with the services of airtel with airtel so they want to maintain there relationship
with Bharti airtel.
Table No. 12
TABLE SHOWING THE RESPONDNET OPINION REGARDING REWARD

SYSTEM ADOPTED BY BHARTI AIRTEL TOWARDS DEALERS FOR THEIR
HIGH PERFORMANCE?
a. EXCELLENT 05 10%
b. GOOD 30 60%
c. AVERAGE 15 30%
d. POOR 00 00%
TOTAL 50 100%
Analysis
From above table 10% of the channel partners are showing excellent
performance reward system adopted by barthi airtel.60% channel partners are showing
good performance reward system adopted by barthi airtel .30% channel partners are
showing average performance reward system adopted by barthi airtel
GRAPH 12
PERCENTAGE
60%
50%
40%
30% PERCENTAGE
20%
10%
0%
EXCELLENT GOOD AVERAGE POOR
Inference: It can be inferred that the reward system adopted by Bharti Airtel towards
dealers for this high-performance is good , and this shows that further scope for bharti
Airtel to improve in this context.
Table No. 13

TABLE SHOWING THE RESPONDNET OPINION WITH RESPECT TO

AFTER SALES SERVICES PROVIDED BY BHARTI AIRTEL.
b. SATISFIED 30 60%
TOTAL 50 100%
Analysis
From the above table it is found that 20% of the channel partner are highly satisfied with
the services after sales, 60% satisfied with the services after sales, 20% satisfied with the
disservices after sales.
GRAPH 13
PERCENTAGE
60%
50%
40%
30%
20%
10%
0% PERCENTAGE
Inference: Few channel partners are satisfied with the after sales services so the
company has to improve a lot in providing the after sales services.
Table No. 14

TABLE SHOWING THE DOES BHARTI AIRTEL PROVIDE REQUIRED

PROMOTIONAL MATERIAL.
a. YES 40 80%
b. NO 10 20%
TOTAL 50 100%
Analysis
The above table indicates that 80% of the channel partners confirms the has shown the
positive response on promotional material, 20% of channel partners are showing negative
response in promotional activity material by Barthi Airtel.
GRAPH 14
PERCENTAGE
80%
60%
PERCENTAGE
40%
20%
0%
YES NO
Inference
Most of the channel partners are satisfied with the promotional material supplied by
Bharti Airtel.
Table No. 15
TABLE SHOWING THE RESPONDNET SATISFIED WITH THE OVERALL

RELATIONSHIP WITH BHARTI AIRTEL
a. YES 40 80%
b. NO 10 20%
TOTAL 50 100%
Analysis
The above graph confirms that 80% of the channel partners are satisfied with the overall
relationship with Bharti Airtel. 20% channel Partners are not satisfied with airtel.
GRAPH 15
80%
70%
60%
50%
40% PERCENTAGE
30%
20%
10%
0%
YES NO
Inference
It can be inferred that majority of the channel partners are satisfied with overall
relationship with Bharti Airtel and want to continue the relationship with Bharti Airtel.

FINDINGS
 Mostly all the Airtel employees are well aware of the role and importance
of the Retention practices ,They are self motivated to attend such program
as it will result in employee skill enhancement & improving their
interpersonal skill.
 The company invests huge amount on the training programs to the Airtel
employees by which they can be aware of the entire training, and they get
motivated towards work and betterment in flow of work.
 Questionnaire is the most popular mean of evaluating the retention

practices at Airtel.
 Most of the Employees feel that interview is the most appropriate method
of evaluating the training program.
 Post training evaluation focus on result rather than on the effort expended
in conducting the training and it worth the time, money and effort.
 Most of the employees are benefitted by giving feedback after attending

the training. It motivated them to do better, helped them to increase their
job performance and is an aid to future planning.
 In Bharti Airtel Limited, post training evaluation is used to identify the

effectiveness and valuation of training program, to identify the ROI(return
on investment), to identify the need of retraining and to provide the points
to improve the training.

 Most of the channel partners are maintaining a relation with the BHARTI
AIRTEL more than 3 years, hence it shows that channel partners are
maintaining a long relationship with BHARTI AIRTEL.
 Channel partners getting full and effective training from BHARTI AIRTEL,
to manage the customers.
 Channel partners are satisfied with the support provided by Bharti Airtel
towards sales and services.
 Few channel partners depend upon sub dealers to provide the services to
there users.
 Bharti Airtel is providing a Very good information to its channel partners ,
and majority of the channel partners are satisfied with the information
shared.
 channel partners are satisfied with the working efficiency of channel
Managers, and channel manager also responding towards the problems.
 channel partners are saying the pricing strategies are good not excellent, it
shows that there further scope for Bharti Airtel to come out with new
pricing strategies.
 channel partners are satisfied with overall relationship with Bharti Airtel
and want to continue the relationship with Bharti Airtel.
 channel partners are satisfied with the promotional material supplied by
Bharti airtel.
 Bharti Airtel reward system towards dealers for this high-performance is
good not the excellent , and this shows that further scope for bharti Airtel
to improve in this context.

RECOMMENDATIONS:
 The management must commit itself to allocate major resources and
adequate time to training.
 Ensure that training contribute to competitive strategies of the firm.

Different strategies need different HR skill for implementation. Let training
help employees at all levels acquire the needed skill for all level of
employees.
 Ensure that a comprehensive and systematic operation of work to be

continued, instead of outsourcing and also training and retraining are done
at all levels on a continuous and ongoing basis.
 Ensure that there is proper linkage among organizational, operational and

individual training needs.
 Skill based training (product/process training) should also be provided.
 Besides questionnaire other methods of post training evaluation should

also be used like interviews, self diaries, observation and supplement test.
 The evaluation procedure must be implemented concerning trainer, trainee

and subject.
 Post training feedback has to be continuous and should also be taken from
line manager/superior & from peers to find out the effectiveness and
valuation of training.
 Ensure that it does not give much preference to outsourcing of few

departments and also see that it is giving equal or some extant of
importance to lower band employees also.
CONCLUSIONS
The past decade of the Industries had not given an importance to
employee retention. But the current scenario makes firms to retain its
employees and their values. Bharti Airtel has the awareness to retain its
most important input and to explore the various key sectors to compete
with other company, and the practices to retain their employees. The
positive and excellent view of the employees in Airtel is that they are
satisfied working for Airtel and want to continue the same. But it also
noted that the outsourcing of the work lead to little dissatisfaction among
Airtel employees and they shared their opinion to reduce the outsourcing
of the work.
On the basis of the above findings and observation made , it may

conclude that . The Bharti Airtel ltd has maintained good relationship
with its channel partners . This is the new channel relationship adopted
by Bharti Airtel still some of the improvement is needed form the side of
company to sales and services. Channel partners are the most value
assets for the company so company should give effective training to its
channel partners .
The channel partners of Bangalore are satisfied with the over all
relationship between the Bharti Airtel Ltd south zone .


Questionnaire
Dear Respondent,
I, Sharath C.M Student of final year M.Com, MES PG Center,

Chickmagalur, Kuvempu University, Shimoga, As a part of my curriculum, I
have undertaken a project work titled “A Study On Relationship Marketing
Towards Channel Partner Airtel outlets with Reference To Bharti Airtel Ltd
in Chickmagalur City”. Chickmagalur City”. Under the guidance of Mrs
Manasa, Lecturer, Dept. of Management and Commerce, MES, PG Center,
Chickmagalur,.
I hereby kindly request you to spare some time to respond to the

questions.
1. Name:...............................................
Address:.........................................
............................................................
............................................................
2. Gender: Male [ ] Female [ ]
3. Age : Below 25 [ ] B/w 25 to 35 [ ]
B/W 35 to 45 [ ] Above 45 [ ]
4. Qualification:
PUC [ ] Graduate [ ] Post Graduate [ ]
5. Annual income
Rs 3 Lakhs PA [ ] Rs 3 to 6 LakhsPA [ ]
Rs 6 to 12 lakhs PA [ ] Rs 12 Above [ ]

PART – I
1. From how many years channel partners with Bharti Airtel?
a. Less than a year . [ ] b. 1 to 2 years. [ ]
b. 2 to 3 years . [ ] d. More than 3 years. [ ]
2. Do your employees get any training from Bharti airtel To Manage

customers?
a. Yes [ ] b. No [ ]
3. Are you satisfied with the support provided by airtel towards sales and
services?
a. Highly satisfied [ ] b. Satisfied [ ]
c. Dissatisfied [ ] d. Highly dissatisfied [ ]
4. Do you sell any other sub dealers to sell Bharti Airtel services?
a. Yes [ ] b. No [ ]
5. Are you satisfied with the information shared by Bharti aitrtel services
while lunching services?
a. Highly Satisfied [ ] b. Satisfied [ ]
c. Dissatisfied [ ] d. Highly
dissatisfied[ ]
6. Are you satisfied with the response of channel Manager in solving problem?
c. Dissatisfied [ ] d. Highly
dissatisfied[ ]
7. What is your opinion regarding commission paid by Bharti Airtel?
a. High [ ] b. Average [ ]
c . low [ ] d. Poor [ ]
8. What is your opinion toward pricing strategies adopted by Bharti airtel?
a. Excellent [ ] b. Good [ ]
c. Average [ ] d. Poor [ ]

9. What is your opinion towards promotional strategies adopted by Bharti Airtel

as a channel partner?
10.How frequently the channel manager visit your premises?
a. Twice in a week [ ] b. Weekly once [ ]
c. Monthly [ ] d . No frequent visit [ ]
11. Do you want to continue as a channel partner with Bharti Airtel?
a. Yes [ ] b. No [ ]
If No Skip to PART -C
12. What is your opinion regarding reward system adopted airtel to words dealers
for their high performance?
13 What is opinion with respect to after sales and services provided by Bharti
Airtel?
c. Dissatisfied [ ] d. Highly dissatisfied [ ]
14 . Does Bharti Airtel provide required promotional material?
a. Yes[ ] b. No [ ]
15. Are you satisfied with the overall relationship with Bharti Airtel ?
a. Yes [ ] b. No [ ]

PART –C [NON USERS]
16. Reason for not Dealership with Airtel ?
a. Price [ ] b. Effectiveness [ ]
c. Happy with current brand [ ] d. Availability [ ]
e. Any other reason__________
17. Which Other Service Dealership do you prefer mostly ?
a. Idea [ ] b. Vodafone [ ]
c. Reliance [ ] d. Any Others [ ]
18. Any comments & suggestions to Airtel ?
----------------------------------------------------------------------------------------
----------------------------------------------------------------------------------------
Date:
Place:
Signature
THANK YOU FOR YOUR KIND CO-OPERATION

BIBILIORAPHY
 Investors presentation, Bharti Airtel Limited, Jan 2012

 Telecommunication Services, Indian Industry:
A Monthly Review, CMIE – November 2013
WEBSITE
www.bhartiairtel.in
www.capitaline.com

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RELATIONSHIP MARKETING

Airtel is the largest provider of mobile telephony and second largest

Airtel is credited with pioneering the business strategy of outsourcing all of

M.Com, MESMSPS COLLEGE , CHICKMAGALUR 1

The research titled “A Study On Relationship Marketing Towards

Objectives of the study

 To understand the core needs of various organization, while retaining most

 To Identify the factor behind success retention Factor Among employees

 To analyze and interpret the Motivational Factor to Reduce attrition

 To know the challenges in retention strategy faced by an organization

M.Com, MESMSPS COLLEGE , CHICKMAGALUR 2

Scope Of The Study

 By “Retentional policy of Airtel” we would be able to get a fair picture of the

 By showing the opinion of employees towards Working at Airtel create

Data collection is a term used to describe a process of preparing and

Data collection usually takes place early on in an improvement project, and is

 Pre collection activity – Agree goals, target data, definitions, methods

 Collection – data collection

 Present Findings – usually involves some form of sorting analysis and/or

M.Com, MESMSPS COLLEGE , CHICKMAGALUR 3

Data Collection Technique

Questionnaire are a popular means of collecting data, but are difficult to

 Theme and covering letter

 Instruction for completion

This technique is primarily used to gain an understanding of the underlying

M.Com, MESMSPS COLLEGE , CHICKMAGALUR 4

All methods of data collection can supply quantitative data (numbers,

Need of using secondary data

 Data is of use in the collection of primary data.

 Secondary data may actually provided enough information to resolve the

Limitation of secondary data

 No control over data collection.

 May not be reported in the required form.

 May not be reported in the required form.

 May not be very accurate.

 Collection for some other purpose.

 The analysis and interpretation are based on questionnaire and opinion

 Sample size is limited.

 The HR department is very reluctant to give important information

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Telecommunication is communication at a distance by technological

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Early telecommunication technologies included visual signals, such

A revolution in wireless telecommunications began in the 1900s with

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Systems since the Middle Ages

A replica of one of Chappe'ssemaphore towers in Nalbach,Germany

Telegraph and telephone

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M.Com, MESMSPS COLLEGE , CHICKMAGALUR 10

Businessman Samuel F.B. Morse and physicist Joseph Henry of the

The first permanent transatlantic telegraph cable was successfully

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Radio and television

In 1832, James Lindsay gave a classroom demonstration of wireless

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