front airtel

A

PROJECT REPORT

“Customer satisfaction of Airtel”

SUBMITTED FOR THE PARTIAL FULLFILLMENT OF THE

DEGREE OF BACHELOR OF BUSINESS ADMINISTRATION

TO

INVERTIS UNIVERSITY, BAREILLY (U.P)

SESSION 2014-2015

SUPERVISOR:SUBMITTED BY:

Ms. DIPTI RAJ SHARMA KUSHANK ARORA

(ASST. PROF) 1310101061

CERTIFICATE

TO WHOM IT MAY CONCERN

This is to certify that Mr. KUSHANK ARORA student of BBA-V Semester in our

institute has successfully completed his project work entitled “CUSTOMER

SATISFACTION OF AIRTEL” for the partial fulfillment of the degree of Bachelor of

Business Administration for the session 2015-16.

Dr. RachnaSaxena MS. DIPTI RAJ SHARMA

(HOD, BBA & B.Com Program)

DECLARATION

I KUSHANK ARORA, hereby declare that, the report entitled

“CUSTOMER SATISFACTION OF AIRTEL” Submitted by me for the

award of Bachelor of Business Administration under InvertisUniverstity,

Bareilly is the original work conducted by me and data provided in the

study is authentic to the best of my knowledge and belief. This report is

not submitted to any other institute or university for the award of any

other degree.

MS. DIPTI RAJ SHARMA(KUSHANK ARORA)

PREFACE

As an essential and obligatory part of my course i undertook a research project

“CUSTOMER SATISFACTION OF AIRTEL”

The research has helped me to get a practical knowledge about to ananlyse environment stimulus, changes, and current requirements as an important suffix to the theortical knowledge into the business environment.

One cannot merely depend on the theortical knowledge,classroom lectures make the fundamental concepts but the research facilities the help in learning of the practical situation. It is in the sense that the research has significant role to play in the subject of business management. To develop healthy managerial and administrative skills in potenial knowledge of real environment.

ACKNOWLEDGEMENT

I would like to express my sense of gratitude to all those people who have helped directly or

indirectly in the completion of this project.

My special thanks to Ms. DIPTI RAJ SHARMA for giving me her valuable time and knowledge

in the completion of this project report.

I would also like to thank my family and friends for their support.

Thank You

KUSHANK ARORA

1310101061

CONTENTS

Objectives

Research Methodology

Industry Profile

About The Group

About The Company

Data Analysis & Interpretation

Findings

Suggestions AndRecommendations

Limitation

Conclusions

Bibliography

Annexure

OBJECTIVE

The primary objective of the research is as follows:

1. To study the various factors affecting the customer satisfaction of Airtel.

(Bareilly)

2. To understand customer satisfaction level.

RESEARCH METHODOLOGY

Meaning of Research: -

Research is an art of scientific investigation.Research means “a careful investigation or inquiry especially through search for new facts in any branch of knowledge.”

According to Clifford Woody : -

“Research comprises defining and redefining problems, formulating, hypothesis or suggested solutions, collecting, organizing and evaluating data, making deductions and reaching conclusions and at last carefully testing the conclusions to determine whether they fit the formulating hypothesis”Research means the systematic method consisting of enunciating the problem, formulating a hypothesis, collecting the facts or data, analyzing the facts and reaching certain conclusions either in form of solutions towards the concerned problem or in certain generalization for some theoretical formulation.

Research is common parlance refers to a search for knowledge. The purpose of research is to discover answer to questions through the application of scientific procedures. Research methodology refers to the tools and methods used for obtaining information for the purpose of the subject under study. Research methodology deals with the various methods of research. The purpose of the research methodology is to describe the research procedure used in the research. Research methodology overall include include the research design , data collection method and analysis procedure which are used to explore the insight information form the research problem . Research methodology helps in carrying out the project report in by analysing the various research findings collected through the data collection method.

While making a study we very often look for what type of research methodology is to be used in this type of study. For implementation of a proper research methodology we have to first understand the meaning of research.

Research is a process with the help of which new concepts arises. It is the increase in the actual knowledge stock. It can be called as movement from known to unknown and vice-versa. It is also a continuous process. It is a scientific as well as systematic process, which includes defining and redefining the problems to develop hypothesis , to collect and define the data , to analysis the information and bring out the mother discovery . an individual make the efforts in research and society or public takes its benefits because the result are generalized.

The research conducted by Exploratory Research this type of research is Qualitative and Quantitative.

Qualitative refers to the characters of the data or process by which the data are gathered. The research process consists of a series of closely related activities. Why a research study has been undertaken. Why a research study has been undertaken, how the research problem has been defined, in what way and why the hypothesis has been formulated, what data has been collected and what particular method has been adopted and a host of similar other question arey a research study has been undertaken, how the research problem has been defined, in what w The research conducted by Exploratory Research this type of research is Qualitative and Qualitative refers to the characters of the data or process by which the data are gathered. The research process consists of a series of closely related activities. Why a research study has been undertaken. Why a research study has been undertaken, how the research problem has been defined, in what way and why the hypothesis has been formulated, what data has been collected and what particular method has been adopted and a host of similar other question are usually answered when we talk of research methodology concerning a research problem or study.

RESEARCH DESIGN

Research design is an important and the vital part of the research. Research design is a comprehensive master plan specifying the procedure for collecting and analysis the needed information. Research design provides an excellent framework for the research plan action. The function of the research design is to ensure that the required data is in accordance research design is a blue print for the research study , which guides research in collecting and analysis is the data.

In this project I have used 2 types of research design:-

a) EXPLORATORY RESEARCH DESIGN

Exploratory research design helps the research in getting the insight information from the research problem. Generally all the marketing research projects innuendos exploratory research that helps the researcher in providing the sharp focus of the problem under research. Exploratory research lays emphasis on the discovering of ideas and possible inside to get the information needed to carry out the research has used the exploratory form to research design in the project under study.

b) CONCLUSIVE RESEARCH DESIGN

Conclusive research design is the design, which helps the researcher in studying the research problem in the conclusive form; this helps the researcher in choosing the possible cause of action from various alternatives to make a rational design. Hence this type of research is being used in the research project.

DATA COLLECTION METHOD

The success of any project or market survey depends heavily on the data collection and analysis. It is necessary that the data collected is a reliable data in order to achieve the research objective. All data source can be classified into two data:-

PRIMARY DATA

SECONDARY DATA

PRIMARY DATA

Primary data is the data which are fresh and collected for the first time and are original in character. Its consist of the actual information. There are various primary data collection techniques which have helped in data gathering.

Primary data are those which are collected afresh(again but in a new or different way) and for the first time and thus happen to be original in character and known as Primary data.

Primary Data is based on primary source of information.The investigator gets it in original or raw form i.e. it is not been processed earlier- coded, tabulated, classified and summarized in some form for use by someone for some purpose.

Methods for collecting primary data:

There are several methods of collecting primary data:

Direct Personal Observation

Interview

Questionnaire

Schedules

a) Observation

Observation involves recording the behavioral patterns of people by investigator’s own direct observation without asking from the respondent.For example, in a study relating to human behavior, the investigator instead of asking the brand of the wrist watch used by the respondent, may himself look at the watch.

b) Interview

Interviewing is a technique that is primarily used to gain an understanding of the underlying reason and motivation for people’s attitudes, preferences or behavior. Interviews can be personal as well as telephonic interview.

c) Questionnaire

A questionnaire is a document that contains a set of questions printed or typed in a proper sequence.

Questionnaires are a popular means of collecting data, but are difficult to design and often require many rewrites before an acceptable questionnaire is produced.

d) Schedule method

A Schedule is a Performa containing a set of questions which are asked and filled in by an interviewer in a face-to-face situation with another person.

In certain situations, schedules may be handed over to the respondents and the enumerators may help them in recording their answers.

Data collection instrument/ method of data collection:

The method used in the project for data collection is questionnaire.

Meaning of questionnaire:

A questionnaire consists of a set of questions presented to respondents. Because of its flexibility, the questionnaire is by far the most common instrument used to collect primary data. Questionnaires need to be carefully developed, tested, and debugged before they are administered on a large scale. In preparing a questionnaire, the researcher carefully chooses the questions and their form, wording, and sequence. The form of the question can influence the response. Marketing researchers distinguish between closed-end and open-end questions. Closed-end questions specify all the possible answers and provide answers that are easier to interpret and tabulate. Open-end questions allow respondents to answer in their own words and often reveal more about how people think. They are especially useful in exploratory research, where the researcher is looking for insight into how people think rather than measuring how many people think a certain way.

Sample size:

I have taken the sample size of 70 individuals for the research.

Out of which were males and females.

For my research I have used primary method for data collection.

Technique of sampling:

There are 2 types of sampling techniques: Non- probability sampling technique Probability sampling technique

Non-probability sampling technique

Under non-random sampling each and every unit of population do not have an

equal chance of being selected in the sample. In this method, the selection of

sampling units depends entirely on the personal judgment of the investigator.

Probability sampling technique

When each and every unit of the population has an equal and independent

chance (probability) of being selected in the sample, it is called random sampling.

Equal chance means that probability of each unit to be selected in the sample

will be same. Independent chance means that the selection of one unit is not

dependent upon the selection of another unit.

The technique used for the research is non-probability sampling technique.

Sampling area:

I have done my project and filled questionnaire in Model Town area.

Data analysis:

The data analysis is done with the help of tabulation, charts, & graphs.

Sampling area:model town and invertis students.

Sampling size:75 respondents

Type of data : Primary data

Data collection instrument:Questionnaire

Sample Unit:Youth

Sample Type:Random Sampling

INDUSTRY PROFILE

PROFILE

The Indian telecommunications industry is one of the fastest growing in the

world. According to the Telecomatory Authority of India (TRAI), the number of

telecom Subscribers in the country reached 621.28 million as on March 31, 2010,

an increase of 3.38% from 600.98 million in February 2010. With this the overall

teledensity 3.39 (Telephones per 100 people) has touched 52.74.

The wireless subscriber base has increased to 584.32 million at the end of March

2010 from 564.02 million in February 2010, registering a growth of 3.6 per cent.

a) Value-Added Services (VAS) Market

Mobile value added services include text or SMS, menu-based services,

downloading of music or ring tones, mobile TV, videos and sophisticated m-

commerce applications. According to the Economic Survey 2009-10, prior to 2008

a majority of VAS revenue was attributed to SMS. But with greater penetration of

new services, availability of relatively inexpensive, feature-rich handsets and

consumer education, value-added services other than SMS are gaining

importance. It is expected that over the next few years non-SMS services will

become a dominant contributor to VAS revenue.

b) Major Investments

The booming domestic telecom market has been attracting huge amounts of

investment which is likely to accelerate with the entry of new players and launch

of new services. According to the Department of Industrial Policy and Promotion

(DIPP), the telecommunications sector which includes radio paging, mobile

services and basic telephone services attracted foreign direct investment (FDI)

worth US$ 2,495 million during April to February 2010. The cumulative flow of FDI

in the sector during April 2000 and February 2010 is US$ 8,872 million.

Norway-based telecom operator Telenor has bought a further 7 per cent in

Unitech Wireless for a little over US$ 431.3 million. Telenor now has 67.25

per cent hold of the company. Telenor has now completed its four-stage

stake buy and has invested a total of US$ 1.32 billion in Unitech Wireless as

agreed on with the latter last year

The government has approved the foreign direct investment (FDI) proposal

of the Federal Agency for State Property Management of the Russian

Federation to buy 20 per cent stake in telecom service provider Sistema-

Shyam for US$ 660.1 million

c) Going Global

In March 2010, Bharti Airtel bought the African operations of Kuwait-based Zain

Telecom for US$ 10.7 billion, driving the Indian player into the league of top ten

telecom players globally. The Reserve Bank has liberalised the investment norms

for Indian telecom companies by allowing them to invest in international

submarine cable consortia through the automatic route. In April 2010, RBI issued

a notification stating "As a measure of further liberalisation, it has now been

decided... to allow Indian companies to participate in a consortium with other

international operators to construct and maintain submarine cable systems on co-

ownership basis under the automatic route." The notification further added,

"Accordingly, banks may allow remittances by Indian companies for overseas

direct investment."

3G Services

The Department of Telecom has taken the pioneering decision of launching of 3G

services by BSNL and MTNL and initiation of process for auction of spectrum for

3G services to private operators. Allocation of spectrum for third-generation (3G),

and broadband wireless access (BWA) services was done through a controlled

simultaneous, ascending e-auction process. All the 71 blocks that were put up for

auction across the 22 service areas in the country were sold, leaving no unsold

lots. Auction for 3G spectrum ended on May 19, 2010 after 183 rounds of intense

bidding over a span of 34 days. The Government is expected to morph revenue

worth US$ 14.6 billion. All the available slots across 22 circles have been sold to

seven different operators. A pan-India bid for third generation spectrum stood at

US$ 3.6 billion. The Anil Ambani-led Reliance Communication bagged the highest

number of 13 circles at a cost of US$ 1.9 billion, followed by Bharti Airtel in 12,

Idea in 11 and Vodafone and the Tatas in nine circles each, according to the

Department of Telecommunications. MTNL and BSNL will have to pay US$ 1.42

billion and US$ 2.2 billion respectively.

d) Manufacturing

The Indian telecom industry manufactures a vast range of telecom equipment

using state-of-the-art technology. According to the Economic Survey 2009-10, the

production of telecom equipment in value terms has increased from US$ 9 billion

in 2007-08 to US$ 10.53 billion in 2008-09 and is expected to be US$ 12.4 billion

in 2009-10. Exports have increased from US$ 86.74 million in 2002-03 to US$ 23.7

billion in 2008-09, accounting for 21 per cent of the equipment produced in the

country.

Telecommunication equipment major Nokia Siemens is planning to source

components worth US$ 28.5 billion from India in 2010-11. In 2009, the company

sourced components worth US$ 20 billion from India. According to a report by

technology researcher Gartner Inc., India ranks fourth in manufacturing telecom

equipment in the Asia-Pacific (Apac) region. The country has a 5.7 per cent share

of the region’s total telecom equipment production revenue of US$ 180 billion in

2009.

"We expect India to move up to the third spot (after China and South Korea) with

a share of 8.5 per cent of the total (estimated) Apac telecom equipment

production revenue of US$ 277 billion by 2014," Gartner said. The firm estimates

India’s telecom equipment production revenue to grow at a CAGR of 17.1 per

cent to reach US$ 22.6 billion in fiscal 2014. India will be the fastest growing

telecom equipment production market in the Apac region over the next five

years, it predicts.

e) Rural Telephony

According to the Economic Survey 2009-10, rural tele-density has increased from

1.2 per cent in March 2002 to 15.1 per cent in March 2009 and further to 21.2 per

cent at the end of December 2009. Rural telephone connections have gone up

from 12.3 million in March 2004 to 123.5 million in March 2009 and further to

174.6 million in December 2009. The share of private sector players in the total

telephone connections has steadily increased from around 14 per cent in 2005 to

31 per cent as on December 31, 2009. During 2008-09, the growth rate of rural

telephones was 61.5 per cent as against 36.7 per cent for urban telephones. The

private sector has contributed significantly to the growth of rural telephony by

providing 81.5 per cent of the rural phones as on December 31, 2009. It is

proposed to achieve rural tele-density of 25 per cent by means of 200 million

rural connections by the end of the Eleventh Five Year Plan.

Policy Initiatives

The government has taken many proactive initiatives to facilitate the rapid

growth of the Indian telecom industry.

In the area of telecom equipment manufacturing and provision of IT-

enabled services, 100 per cent FDI is permitted.

No cap on the number of access providers in any service area. In 2008,

122 new Unified Access Service (UAS) licences were granted to 17

companies in 22 services areas of the country.

Revised subscriber based criteria for allocation of Global System of

Mobile Communication (GSM) and Code Division Multiple Access

(CDMA) spectra were issued in January 2008.

To provide infrastructure support for mobile services a scheme has been

launched to provide support for setting up and managing 7,436

infrastructure sites spread over 500 districts in 27 states. As on December

31, 2009, about 6,956 towers had been set up under the scheme.

According to the Consolidated Foreign Direct Investment (FDI) Policy document,

the FDI limit in telecom services is 74 per cent subject to the following conditions:

This is applicable in case of Basic, Cellular, Unified Access Services,

National/ International Long Distance, V-Sat, Public Mobile Radio Trunked

Services

(PMRTS), Global Mobile Personal Communications Services (GMPCS) and

other value added Services.

Both direct and indirect foreign investment in the licensee company shall

be counted for the purpose of FDI ceiling. Foreign Investment shall include

investment by Foreign Institutional Investors (FIIs), Non-resident Indians

(NRIs), Foreign Currency Convertible Bonds (FCCBs), American Depository

Receipts (ADRs), Global Depository Receipts (GDRs) and convertible

preference shares held by foreign entity. In any case, the 'Indian'

shareholding will not be less than 26 per cent

FDI up to 49 per cent is on the automatic route and beyond that on the

government route. FDI in the licensee company/Indian

promoters/investment companies including their holding companies shall

require approval of the Foreign Investment Promotion Board (FIPB) if it has

a bearing on the overall ceiling of 74 per cent. While approving the

investment proposals, FIPB shall take note that investment is not coming

from countries of concern and/or unfriendly entities.

The investment approval by FIPB shall envisage the conditionality that the

Company would adhere to licence Agreement

FDI shall be subject to laws of India and not the laws of the foreign

country/countries.

The Road Ahead

According to a report published by Gartner Inc in June 2009, the total mobile

services revenue in India is projected to grow at a compound annual growth rate

(CAGR) of 12.5 per cent from 2009-2013 to exceed US$ 30 billion. The India

mobile subscriber base is set to exceed 771 million connections by 2013, growing

at a CAGR of 14.3 per cent in the same period from 452 million in 2009. This

growth is poised to continue through the forecast period, and India is expected to

remain the world’s second largest wireless market after China in terms of mobile

connections. "The Indian mobile industry has now moved out of its hyper growth

mode, but it will continue to grow at double-digit rates for next three years as

operators focus on rural parts of the country," said Madhusudan Gupta, senior

research analyst at Gartner. "Growth will also be triggered by increased adoption

of value-added services, which are relevant to both rural and urban markets."

Mobile market penetration is projected to increase from 38.7 per cent in 2009 to

63.5 percent in 2013, according to Gartner. Exchange

rate used: 1 USD = 46.35 INR (as on May 2010)

FACTS & DATA

COMPANY WISE % MARKET SHARE- JUN 2015

S.No. Name of Company Total Sub Figure %Market Share

1 Bharti Airtel 136,620,401 29.92%

2 Vodafone Essar 109,060,704 23.89%

3 IDEA 68,886,539 15.09%

4 BSNL 66,887,839 14.65%

5 Aircel 41,679,575 9.13%

6 Reliance Telecom 16,311,206 3.57%

7 Uninor 6,023,655 1.32%

8 MTNL 4,902,380 1.07%

9 Loop Mobile 2,926,797 0.64%

10 Videocon 1,942,364 0.43%

11 Stel 1,326,506 0.29%

12 All India 456,586,162 100.00%

ARPU- CIRCLE WISE

( OCT-DEC 14 & JAN-MAR 15)

S.No

.

CIRCLE OCT-DEC 14 JAN-MAR 15 % CHANGE OVER

1 Delhi 239.44 230.78 -3.16%

2 Mumbai 226.52 226.05 -0.21%

3 Kolkata 144.41 142.26 -1.49%

4 Chennai 128.64 137.12 6.59%

5 Maharashtra 170.79 168.61 -1.28%

6 Gujarat 159.10 148.82 -6.47%

7 AP 173.26 162.00 -6.5%

8 Karnataka 184.94 168.58 -8.85%

9 TN 146.73 138.23 -5.79%

10 Kerala 162.04 155.06 -4.31%

11 Punjab 195.07 179.17 -8.15%

12 Haryana 135.80 121.07 -10.89%

13 UP(W) 141.70 129.25 -8.78%

14 UP(E) 146.32 136.18 -6.93%

15 Rajasthan 133.22 127.32 -4.43%

16 MP 128.54 130.70 1.68%

17 West Bengal 106.70 109.53 2.65%

18 HP 135.37 127.25 -6.00%

19 Orissa 122.83 118.37 -3.63%

20 Bihar 117.24 120.41 2.71%

21 Assam 150.09 149.59 -0.33%

22 North East 162.09 160.27 -1.13%

23 J&K 118.85 134.04 12.79%

All India 135.60 150.23 -3.45%

ABOUT THE GROUP

BHARTI ENTERPRISES

Bharti Enterprises is one of the top five companies in India, and is the controlling

shareholder of Bharti Airtel Ltd which is the market leader in telecom industry of

India

Since its inception, Bharti has expanded the its business portfolio quite

successfully to be counted among premium business conglomerates in the

country. It has grown from being a provider of telecom services to become a

diversified entity with interest in retail and wholesale , communication and media

services, insurance and financial services agri-business realty, BPO/Software and

the Bharti Foundation.

Bharti Enterprises has successfully focused its strategy on telecom while

straddling diverse fields of business. From the creation of 'Airtel', one of India's

finest brands, to becoming the largest manufacturer and exporter of world class

telecom terminals under its 'Beetel' brand, Bharti has created a significant position

for itself in the global telecommunications sector. Bharti Airtel Limited is today

acknowledged as one of India's finest companies, and its flagship brand 'Airtel', has

over 40 million customers across the length and breadth of India.

While a joint venture with TeleTech Inc., USA marked Bharti’s successful

foray into the Customer Management Services business, Bharti Enterprises’

dynamic diversification has continued with the company venturing into telecom

software development. Recently, Bharti has successfully launched an international

venture with EL Rothschild Group owned ELRO Holdings India Ltd., to export

fresh Agri products exclusively to markets in Europe and USA. Bharti also has a

joint venture - ‘Bharti AXA Life Insurance Company Ltd.’ - with AXA, world

leader in financial protection and wealth management. Bharti has recently forayed

into retail business under a company called Bharti Retail Pvt. Ltd. It also has an

Moue with Wal-Mart for the cash & carry business.

ORGANISATIONAL STRUCTURE OF BHARTI ENTERPRISES

Since its inception, Bharti has expanded its business portfolio quite successfully to

be counted among premium business conglomerates in the country. It has grown

from being a provider of telecom services to become a diversified entity with

interest in retail and wholesale , communication and media services, insurance

and financial services agri-business realty, BPO/Software and the Bharti

Foundation.

To drive such a diversified entity efficiently, Bharti Enterprises has

announced top level strategic changes in its organizational structure. Roles and

responsibilities have been transformed to align them to the organizational

objectives.

Under the new structure, Bharti Enterprises will be the strategic architect

for all businesses- Telecom, Retail and wholesale, Communication & media

devices, Insurance and Financial services, Agri business, Realty, Software/BPO &

Bharti Foundation. Sunil

Bharti Mittal will continue to lead the entity as the Chairman and Group CEO. He

will be assisted by four Group Lead Directors – Rakesh Bharti Mittal, Akhil Gupta,

Rajan Bharti Mittal and Badri Agarwal.

The Group Lead Directors have been assigned specific businesses and will

be the member of Board of the respective companies. They will review business

performance and advice on government issues, maintain relationships with joint

venture partners and provide all necessary assistance from the group level. In

addition there will be nine Group/Corporates Directors who will take ownership

of key functions across the different businesses. The Group/Corporates Directors

will be providing functional vision, strategic direction and support to group

companies, leveraging synergies and best practices. The new structure aims to

strengthen empowerment and accountability among Bharti’s top leadership.

To reinforce its best-in-class governance model Bharti has also institutionalized

three group-level governing bodies-

1. Bharti Management Board

2. Group Finance and Audit Council

3. Bharti Management Council

Governing Body Responsibility Key Focus Area

Bharti Management

Board (BMB)

Strategic decisions on matters

relating to all of Bharti

Enterprise’s businesses

Strategic

decision/inorganic and

organic growth

Top level leadership

Corporate governance

Shareholding structure

Financial overview of

each business

Group Finance and

Audit Council (GFAC)

Responsibility for guidance on

financial and audit matters

and financial governance

framework relating to all

businesses

Developing Bharti

Enterprise-wide policies

on finance and audit

matters

Guiding Bharti

Enterprise’s companies

on policy

implementation

Ensuring a robust

financial governance

framework

Relationship with

statutory and internal

auditors

Bharti Management

Council

(BMB)

Responsible for providing

direction and guidance on

business issues, including

business strategy, annual

operating plans and key talent

management. The specific

issues to be addressed at a

meeting of the body will

depend on the agenda.

Business strategy

Policy issues(HR,Finance,

Brand etc.)

Organization structure

Regulatory issues

Review mechanism

Leadership and talent

assessment

Approval of AOP

Issues raised at BMC to

be escalated at the BMB

A BRIEF INTRODUCTION OF COMPANIES IN BHARTI ENTERPRISES

a) Bharti Airtel Ltd

Bharti Airtel Ltd is India's leading provider of telecommunications services.

The company has 4 distinct Business divisions - Mobile & telephone services,

broadband services, long distance services and enterprise services.

b) Bharti TeleTech Ltd

Bharti Tele. Tech. Ltd manufactures and exports world-class telecom

equipment under the brand 'Beetel' .It combines the best business process

outsourcing and telecom capabilities with India’s distinct value propositions as the

world’s preferred outsourcing destination.

c) Telecom Seychelles Ltd

Telecom Seychelles Ltd provides telecom services in Seychelles, under the

brand 'Airtel' The company is licensed to offer comprehensive telecom services

including GSM cellular, PSTN (Fixed lines), Fax and data, International Roaming,

Connectivity to Internet services, and International collect and credit card calling.

d) Bharti Tele soft Ltd

Bharti Telesoft Ltd delivers best-in-class, revenue-critical VAS products and

services to telecom carriers. By adopting best practices, Bharti Telesoft is able to

create and structure functionally rich, end to end value added products and

services offerings that the market demands and appreciates. Its products include

intelligent messaging; Roam Vantage, Next Generation Pre-paid, and Advanced

call management, Customer Care, Billing and Content.

e) TeleTech Services (India) Ltd

Tele Tech Services (India) Ltd is joint venture with TeleTech Inc., USA. It

offers a range of Customer Management Services.

f) Field Fresh Foods Pvt. Ltd.

Field Fresh Foods Pvt Ltd is Bharti's venture with EL Rothschild Group

owned ELRO Holdings India Ltd., to export fresh Agri products exclusively to

markets in Europe and USA. Field Fresh also partners with one of India’s leading

agriculture university, the PAU at Ludhiyana, to share existing manpower

resources, employ PAU graduates, and conduct training and development

programmes

ORGANISATIONAL HIERARCHY

CHAIRMAN & GROUP CEO

Bharti Management Council

Bharti Management Board

Group Director- HRGroup Finance & Audit Council

ABOUT THE COMPANY

BHARTI AIRTEL

Telecom giant Bharti Airtel is the flagship company of Bharti Enterprises.

Bharti Airtel Limited is India’s largest integrated private telecom service provider.

It is the first private telecom provider to connect India in its entirety with the

world's best technology. Bharti Airtel since its inception has been at the forefront

of technology and has steered the course of the telecom sector in the country with

its world class products and services.

It has been at the forefront of the telecom revolution and has transformed

the telecom sector with its world-class services built on leading edge

technologies.

Bharti Airtel offers GSM mobile services in all the 23-telecom circles of

India and was the first private telecom service provider to connect all states of

Group Director Brand &Corporate Comm.Group Lead Directors

Corp Director Finance (Emerging Business)

MD VC Director

Telecom Comm. & MediaDevices

Insurance & Finance systemBPO

Corp Director Technology

Corp Director Finance (Telecom & Retail)

Group Director Finance (Internal Assurance)

Group Director Strategy & Business Development

Group Director Counsel & Company Secretary

MD

Retail projects

Corp Directors Projects

India .It has broadband (DSL) & telephone services (fixed line) present in the 92

cities across India .

BUSINESS DIVISIONS

a) MOBILE SERVICES

Bharti Airtel offers GSM mobile services in all the 23-telecom circles of India and

is the largest mobile service provider in the country, based on the number of

customers.

b) AIRTEL TELEMEDIA SERVICES

The group offers high speed broadband internet with a best in class network. With

Landline services in 94 cities we help you stay in touch with your friends & family

and the world. Get world class entertainment with India’s best direct to home

(DTH) service digital TV in more than 150 cities.

c) ENTERPRISE SERVICES

Enterprise Services provides a broad portfolio of services to large Enterprise and

carrier customers. His division comprises of the Carrier and corporate business

unit. Enterprise services is regarded as the trusted communications partner to

India’s leading organizations, helping them to meet the challenges of growth.

Enterprise Services (Corporate) - The Enterprise services provide

end-to-end telecom solutions to corporate customers and national &

international long distance services to carriers.

The group focuses on delivering telecommunications services as an

integrated offering including mobile, broadband & telephone, national and

international long distance and data connectivity services to corporate, small and

medium scale enterprises.

Enterprise Services (Carrier Services) - The Company compliments its

mobile and broadband & telephone services with national and international

long distance services. It has over 35,016 route kilometers of optic fiber on

its national long distance network. For international connectivity to east, it

has a submarine cable landing station at. For international connectivity to the

west, the Company is a member of the South East Asia-Middle East-

Western Europe – 4 (SEA-ME-WE-4) consortiums along with 15 other

global telecom operators.

The group focuses on delivering telecommunications services as an integrated

offering including mobile, broadband & telephone, national and international long

distance and data connectivity services to India's leading 1300 corporate.

DIGITAL TV SERVICES

Discover the magical experience of digital entertainment with Airtel. From DVD

quality picture and sound, the best and widest variety of channels and programs to

the best on-demand content on Airtel Live, your TV viewing experience change

forever with digital TV from Airtel.

Company shares are listed on The Stock Exchange, Mumbai (BSE) and The

National Stock Exchange of India Limited (NSE).

It is a leading national long distance service provider. For international

connectivity to east, it has a submarine cable landing station at Chennai. For

international connectivity to the west, the Company is a member of the South East

Asia-Middle East-Western Europe consortium along with 15 other global telecom

operators. Bharti Airtel partners with world's finest companies like Vodafone,

Singlet (Singapore Telecom), Ericsson, Nokia, IBM and many more to bring the

best of products & service to the customers. Bharti Airtel has been rated among 10

best performing companies in the world in the Business Week IT 100 list.

PARTNERSStrategic Equity Partners- Airtel have a strategic alliance with Singtel, which has enabled Airtel to further enhance and expand its telecommunications networks in India to provide quality service to its customers. The investment made by Singtel in Bahrti is one of their largest made in India the world outside Singapore.Equipment and Technology Partners- Airtel unique outsourcing business model has helped forging long term strategic partnerships with global leaders, who share the same drive for co-creating innovative solutions suitable for Indian market, in all key areas of Airtel equipment and technology buying.

IBM is Airtel’s strategic partner for all business and enterprise IT systems. Airtel

contract with IBM caters to technology evolution, scale, tariff changes and

subscriber growth. There are more than 90 hardware, software and service

providers serving Airtel through IBM.

On the GSM/Wireless equipment side Airtel have partnered with Ericsson, Nokia

Siemens for 2G/3G/4G network in India & Airtel have also partnered with Hyawei

for the Supply of 3G & 4G network in SriLanka.

Alcatel Lucent is Airtel’s partner for Managed Services of Wireline Access network

through a JV company. They are also responsible for the deployment of

fibre/Copper and provisioning. However Airtel is free to choose the electronic

equipment , switches and Routers from any other component suppliers and they

do purchase equipment from world leaders like Cisco, Juniper, ECI, Tellabs and

other in addition to the strategic partners.

IBM Daksh,Mphasis, Firstsource, Teleperformance, Aegis and HTMT are

associated with Airtel as call centre partners to provide excellent customer

experience through dedicated contact centre operations. Airtel work with globally

renowned organizations such as On Mobile, Comviva, Yahoo, Google and

Cellebrum among uthers to provide experience in VAS like CRBT(caller ring back

tone), Music on demand, Email services and other Airtel live applications.

Innovations:

It is changing the way India communicates by offering innovations that not only

add value to people's lives but also deliver an unmatched customer experience.

It was the first to:

Provide electronic recharge for mobile phones.

Initiate music retailing in the world with “Easy Music” and the first to offer

a Lifetime Prepaid service.

Provide innovations such as Bollywood movie premiers, music services such

as ring back tones & many more.

Overall Customer base at 130.7 million.

Highest ever-net addition of 34.0 million of total customers in a year.

FACT SHEET

Name Bharti Airtel Limited.

Business

Description

Provides mobile, broadband & telephone (fixed line)

and enterprise services (carriers & services to

corporates)

Established July 07, 1995, as a Public Limited Company

Proportionate Rs. 396,159 million (year ended March 31, 2010)

RevenueRs. 396,615 million (year ended March 31, 2009)

As per Indian GAAP Accounts

Proportionate

EBITDA

Rs. 160,268 million (year ended March 31, 2010)

Rs. 151,678 million (year ended March 31, 2009)

As per Indian GAAP Accounts

Shares in Issue 3,797,530,096 as of March 31, 2010

ListingsThe Stock Exchange, Mumbai (BSE)

The National Stock Exchange of India Limited (NSE)

Customer Base

127,619,314 GSM mobile and 3,066,858 broadband

& telephone (fixed line) customers (Status as at

month ended march 31, 2010)

Operational

Network

Provides GSM mobile services in all the 23 telecom

circles in India, and was the first private operator to

have an all India presence.

Provides broadband (DSL) and telephone services

(fixed line) in 94 cities in India.

Registered Office Bharti Airtel Limited

(A Bharti Enterprise)

Qutab Ambience (at QutabMinar), Mehrauli Road,

New Delhi - 110 030

Tel. No.: +91 11 4166 6000

Fax No.: +91 11 4166 6011/12

KEY HIGHLIGHTS – For the full year ended March 31, 2015

• Overall Customer base at 130.7 million.

• Highest ever-net addition of 34.0 million of total customers in a year.

• Market leader with a market share of all India wireless subscribers at 21.8%

(24.0% last year)

• Total Revenues of Rs. 396.2 billion (up 7% Y-o-Y).

• EBITDA before acquisition cost Rs. 161.2 billion (up 6% Y-o-Y).

• EBITDA after acquisition cost Rs. 160.3 billion (up 6% Y-o-Y).

• Cash profit from operations of Rs. 166.1 billion (up 19% Y-o-Y).

• Net Profit of Rs. 91.0 billion (up 7% Y-o-Y).

KEY HIGHLIGHTS - For the quarter ended March 31, 2015

• Net addition of 8.8 million customers.

• Total Revenues of Rs. 100.6 billion (up 2% Y-o-Y).

• EBITDA before acquisition cost Rs. 39.2 billion (down 2% Y-o-Y).

• EBITDA after acquisition cost Rs. 38.2 billion (down 4% Y-o-Y).

• Cash profit from operations of Rs. 40.1 billion (up 6% Y-o-Y).

• Net Profit of Rs. 20.6 billion (down 8% Y-o-Y).

BHARTI VALUES…

Innovation

Airtel will generate and implement entrepreneurial and innovative ideas , which

will continuously create new growth engines.

Customer First

Airtel is committed to deliver services beyond the expectations of the customer.

Performance Culture

The company benchmarks its processes and performances against world class

standards. It distinguishes between performers and non performers by valuing

achievement at the individual and team level.

Valuing Partnership

Bharti is committed to build exemplary relationship with its partners, which stand

on the principles of mutual trust and mutual growth.

Valuing People

Airtel nurtures an environment where people are respected and their uniqueness

is valued. They believe that their employees are the key differentiators.

Responsible Corporate Citizenship

Bharti is committed to make a positive and pre active contribution to the society.

As a responsible corporate citizen, it abides by all the environmental and legal

norms.

Ethical Practices

The highest ethical standards are maintained in all internal and external

relationships. Misuse or misinterpretation of any kind is not entertained

SWOT ANALYSIS

a) STRENGTHS

Strong connectivity

New innovative methods of distribution such as distribution network-tie up

with Mumbai dhabawalas for its better market penetration in Mumbai

Brand promotion-Top celebrities such as Shah Rukh Khan and vidhyabalan

for the advertising of Airtel.

Smart Customer Care

Major market share in India

Easy accessibility for customer

Affordable and cheap call rates -Airtel is the first to offer lowest call rates-

15 paisa per minutes under its Freedom Six Months Plan in Post-paid

connections.

Highly skilled and motivated workforce.

b) WEAKNESS

Postpaid availability in major towns only.

Mobile office-unavailability of GPRS card and slow speed of Internet.

Broad band is only in major cities.

Tedious documentation Process & frequent call barring.

Low number of walk-in centers.

c) OPPORTUNITIES

Penetration of Post-paid in up country market i.e. Pilakhuwa, Babugarh,

Hapur etc.

More cell sites to be rolled out at Black network zones.

Site sharing with other service providers which leads to cost reduction.

Churn control of existing customers by giving them good customers

services, by resolving their problems on time.

Launch of Infra Tel to reduce cash flows to secondary entities such as

Erickson, IBM and Motorola.

Introduction of broad band and telephony services in other towns of

UP(W).

Introduction of post-paid plans with low rentals.

d) THREATS

Introduction of other competitor in market and existing competitors such

as Hutch- Vodafone, Idea, Spice, Reliance, Idea, BSNL and Maxis.

Lack of securities at Cell sites at MSE(Main Switching Centre)/BSE (Base

Service Centre)

Employee attrition in Delhi market

Executive Summary: -

In the global world economy there has been an aggressive business environment,

its becoming very difficult for organisation survival particularly to have a

competitive edge over the others. Nowadays costumer has many options to

choose from different telecom operators from the competitive market. Practically

the Question has arisen how does a corporation distinguish itself in a highly

competitive market? Business is more dependent on each other, than ever before

in order of performing products to innovate and provide services that can

differentiate from competitors.

Bharti Airtel is India’s one of the leading telecom firm. It operates from India and

it has its headquarter in New Delhi, India. Bharti Airtel provides services like

mobile, wire-line, broadband, landline and television services. Bharti Airtel is

famous for presence in world, extensive network coverage, good service and

Brand Image.

The Project was carried out for Bharti Airtel ltd Head/Corporate office Udyogvihar

Phase 4, Gurgaon. This one is centre of all leading activities in Airtel like Mobility,

B2B, Digital, Global business etc and also a centre all marketing and sale of Airtel

products and services in all around India and global as well. The Summer

Internship was carried out for 45 days in a systematic manner.

The Project was based on study of process of Inside sales and how the work done

in Inside Sales. The study was conducted in the Airtel Inside sales client partner

named as Isource in Noida Sector 127 and in Airtel office Gurgaon. I have to

analyze the work there and use of techniques like Observation, Discussion etc.

After the study it has observed that there is very tough competition between the

companies as the entire top notch companies like IBM, Accenture, SAP, Oracle,

Google etc. all are working hard. The telecom companies are selling their products

and services through Inside sales team. At the same time we are getting

information about the needs for any further improvement in marketing and sales

of Airtel products and services that can benefit the company as whole.

Finally the result of the research verify that keeping the employees satisfaction in

the sales team is the best strategy in enhancing the business will help in

generating the more leads and takes the organisation to new horizon.

DATA ANALYSIS & INTERPRETATION

Q1.

NETWORK USER?

AIRTEL 47VODAFONE 23IDEA 4TELENOR 1

Through this research we found that 73 % of people prefer AIRTEL ,31% -VODAFONE,5 %-IDEA and 1% TELENOR.

63%31%

5%1% Chart Title

AIRTELVODAFONEIDEATELENOR

Q2.

44%

37%

8%7%4%

Chart Title

< 1 YEARS1-2 YEARS2-4 YEARS4-5 YEARS5 > YEARS

According to this research, higher percentage of users using airtel less than 1 year is 44% ,1-2 years =37.33%,2-4 years=8%, 4-5 years=6.66% and more than 5 years =4%

AIRTEL CONNECTION SINCE YEARS?

< 1 YEARS 331-2 YEARS 282-4 YEARS 64-5 YEARS 55 > YEARS 3

Q 3. (a)NETWORK COVERAGE AIRTEL ?

Very much unsatisfied 6

Unsatisfied 3

neither unsatisfied nor satisfied 11

Satisfied 40

very much satisfied 15

8%4%

15%

53%

20%

Chart Title

12345

According to this research, higher percentage of users are SATISFIED with AIRTEL -53.33% very much satisfied-20%,neutral-14.66%,unsatisfied-4% and very much unsatisfied-8%

(b)

NETWORK CONNECTIVITY OF AIRTEL



Unsatisfied 5


Satisfied 47

7%15%

63%

16%

Chart Title

12345

According to this research, higher percentage of users are satisfied 62.66%very much satisfied-14.66%Very much unsatisfied-0%Unsatisfied-6.66%neither unsatisfied nor satisfied-16%

(c) DELIVERY OF SMS SENT BY YOU

Very much unsatisfied 55Unsatisfied 9neither unsatisfied nor satisfied 6Satisfied 4very much satisfied 1

73%

12%

8%5%1%

Chart Title

12345

According to this research, higher percentage of users are not satisfied with the SMS networks of Airtel

(d)COMPLAINT?


Unsatisfied 6


Satisfied 37


8%

15%

49%

28%

Chart Title

12345

Complaints are very satisfied with the complaints redressal system of Airtel.

(e)PERFORMANCE OF VAS


unsatisfied 3


satisfied 40


8%4%

15%

53%

20%

Chart Title

12345

A major part of the population is satisfied with the VAS services.

(f)PROMPTNESS IN THE ACTIVATION OF A SERVICE


unsatisfied 3


satisfied 40


8%4%

15%

53%

20%

Chart Title

12345

53% of the population is satisfied with the promptness in activation of services.

(g)

CUSTOMER CARE


5%12%

19%

43%

21%

Chart Title

12345

Major portion of the population is satisfied with the customer care of Airtel

(h)RESPOND TIME TO THE CUSTOMER FOR ASSISTANCE


8%4%

15%

53%

20%

Chart Title

12345

40 pout of 70 are satisfied with the assistance given to customers.

(i)CUSTOMER SERVICE REPRESENTATIVES INTERACTION

Very much unsatisfied 4unsatisfied 12neither unsatisfied nor satisfied 11satisfied 22very much satisfied 26

5%16%

15%

29%

35%

Chart Title

12345

22 out of 70 are satisfied with the customer service representatives of Airtel.

(j)BILL DELIVERY


8%4%

15%

53%

20%

Chart Title

12345

A large part of the population is satisfied with the bill delivery mechanism of Airtel and finds it convenient to pay the bills.

(k)BILL PAYMENT EXPERIENCE


4%5%9%

73%

8%

Chart Title

12345

55 out of 70 have satisfactory experience with Airtel.

Q.4 (a)THE BRAND AIRTEL PROVIDE GOOD VALUE FOR MONEY

STRONGLY DISAGREE 0DISAGREE 0UNCERTAIN 2AGREE 62STRONGLY AGREE 11

3%

83%

15%

Chart Title

12345

62 out of 70 agrees that Airtel provides good value for money.

(b)IN COMPARISON WITH OTHER BRANDS


4%5%

16%

59%

16%

Chart Title

12345

In comparison to other brands Airtel is mostly preferred by the consumers all around the area.

\\

(c)THE BRAND AIRTEL IS INNOVATIVE

STRONGLY DISAGREE 0DISAGREE 0UNCERTAIN 1AGREE 4

STRONGLY AGREE 70

1%5%

93%

Chart Title

12345

70 people agrees that the brand is Innovative.

(d)I AM SATISFIED THE SERVICE OF AIRTEL


3% 11%

12%

55%

20%

Chart Title

12345

41 Out of 70 are satisfied with the services provided by the Airtel.

-

(e)I WOULD BUY THE BRAND AIRTEL THE NEXT TIME I TAKE A NEW CONNECTION


3%1%1%

92%

3%

Chart Title

12345

69 will use Airtel in place of other service providers.

(f)I WOULD RECOMMEND AIRTEL TO OTHERS


9%

12%

43%

29%

7%

Chart Title

12345

Many people recommended Airtel to others.

Q.5FEEDBACK ABOUT AIRTEL?

_______________________________GOOD SERVICE PROVIDER BUT ITS EXPENSIVE.GOOD NETWORK STRENGTH.

FINDINGS

We found that 73 % of people prefer AIRTEL , 31% - VODAFONE,5 %-IDEA and 1% TELENOR.

higher percentage of users using airtel less than 1 year is 44% ,1-2 years =37.33%,2-4 years=8%, 4-5 years=6.66% and more than 5 years =4%

higher percentage of users are SATISFIED with AIRTEL -53.33% very much satisfied-20%,neutral-14.66%,unsatisfied-4% and very much unsatisfied-8%.

higher percentage of users are satisfied 62.66%

very much satisfied-14.66%Very much unsatisfied-0%Unsatisfied-6.66%neither unsatisfied nor satisfied-16%

According to this research, higher percentage of users are not satisfied with the SMS networks of Airtel

Complaints are very satisfied with the complaints redressal system of Airtel.

A major part of the population is satisfied with the VAS services.

53% of the population is satisfied with the promptness in activation of services.

Major portion of the population is satisfied with the customer care of Airtel

40 pout of 70 are satisfied with the assistance given to customers.

22 out of 70 are satisfied with the customer service representatives of Airtel.

A large part of the population is satisfied with the bill delivery mechanism of Airtel and finds it convenient to pay the bills.

55 out of 70 have satisfactory experience with Airtel. 62 out of 70 agrees that Airtel provides good value

for money. In comparison to other brands Airtel is mostly

preferred by the consumers all around the area.

70 people agrees that the brand is Innovative. 41 Out of 70 are satisfied with the services provided

by the Airtel. 69 will use Airtel in place of other service providers. Many people recommended Airtel to others.

SUGGESTIONS AND RECOMMENDATIONS

1. The prices of various services provided by Airtel are very high. Make it affordable for consumers.

2. Bring more schemes 3. Take initiation in market. 4. Creativity in advertisement is the need of the hour.

CONCLUSION:

Airtel is the market leader in Ghaziabad city. There are a no. of customers

who have migrated from other connections such as Reliance, Hutch and

BSNL. In case of Reliance(CDMA), the customer does not find variety of

handsets due to which, in course of time, the customer finds it

monotonous. Also the battery back up and battery life is short in Reliance

hand sets. Where as in case of Airtel connection, customers can switch over

to N number of hand sets according to his choice.

In case of Vodafone the customers who have traveling jobs, finds Vodafone

network weak in rural areas. Also the customers working in Godowns or

basements find Hutch connection unreachable and low connectivity

oriented.

In case of BSNL, again the problem is network oriented and there is lot of

call congestion, therefore the customer prefers Airtel network among other

brands.

In selecting a pre-paid or post-paid connection, generally the customer has

insufficient knowledge about the plans and call rates i.e. lack of awareness.

A customer generally goes for pre-paid connection because of the following

reasons:

a). Customers assumes that the pre-paid connection does not compels them to

spend beyond his expenditure limit and hence controls his budget.

b). When the customers do not have a constant source of income then he goes

for pre-paid connections. e.g. Students.

SUGGESTION

REFERENCES & BIBLIOGRAPHY

www.coai.in

www.3isite.com

www.findarticles.com

www.nortel.com

www.economictimes.com

www.trai.gov.in

www.india-cellular.com

www.bhartiairtel.in

www.airtelworld.com

Donald S. Cooper & Pamela S.Schindler, Chapter 14

Donald S. Cooper & Pamela S.Schindler, Chapter 21,page 610-626

Bharti Today, Vol. 11,Issue 1,2007 page 4,5, 8,12,

Economic Times, page 9,17th Augest,2014

http://www.bhartiairtel.in/

http://www.india-cellular.com/

http://www.trai.gov.in/

http://www.coai.in/

AIRTEL

QUESTIONNAIRE

NAME:OCCUPATION:AGE:FAMILY MEMBERS:

1 WHICH NETWORK USER ARE YOU?a. AIRTELb. VODAFONEc. IDEAd. TELENOR

2 I am using an Airtel Connection since

a) Less than 1 year b) Last 1 – 2 years c) Last 2 – 4 years

d) Last 4 – 5 years e) More than 5 years

3. Please Rate (Encircle) on a Scale of 1 to 5 to tell us “How Satisfied are you about the following

aspects of Airtel?”

Where (1 = Very much Unsatisfied, 2 = Unsatisfied, 3 = neither Unsatisfied nor Satisfied, 4 =

Satisfied, 5 = Very much Satisfied)

The Network Coverage of Airtel 1 2 3 4 5

The Network Connectivity of Airtel (i.e. the call

connects to the other party at the first go)

1 2 3 4 5

Delivery of SMS Sent by you 1 2 3 4 5

Complaint / Problem Resolution by Airtel 1 2 3 4 5

Performance of VAS (GPRS/Airtel Live/Alerts) 1 2 3 4 5

Promptness in the Activation of a Service 1 2 3 4 5

Accessibility of Call centre/Customer care 1 2 3 4 5

Response time to the Customer for Assistance 1 2 3 4 5

Customer Service Representative’s Interaction 1 2 3 4 5

Bill Delivery 1 2 3 4 5

Bill Payment Experience 1 2 3 4 5

4. Please Tick the Appropriate choice

Strongly

Disagree

Disagree Uncertain Agree Strongly

Agree

The Brand Airtel provides Good Value

for Money.

In comparison with other Brands, The

Brand Airtel is Innovative. (First with

advances in service)

I am satisfied with the service of Airtel.

I would buy the Brand Airtel the next

time I take a new Connection.

I would Recommend Airtel to others.

FEEDBACK ABOUT

AIRTEL_______________________________________________________________________________

___________________________________

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