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This is the complete internship report for Airtel on the following topic"Increasing the market share of airtel in the assigned territory in terms of sales and service quality

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Page 1: Internship report for Bharti Airtel

Business school of Delhi

THE INTERNSHIP REPORT FOR PGDM

2009-2011

On

Increasing the market share of Airtel in the assigned territory (East Delhi) in terms of sales and service quality

Name of the organization

Bharti AIRTEL

Industry Guide: Place of Work:

Prof. Rajesh Kumar East Delhi distributor

(Marketing HOD, BSD) (Jai Durga)

Supervised By: Submitted By:

Mr. Akhilesh Gupta Ankit Jain

(Ast. sales manager, Airtel Delhi circle) Marketing and IB

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ACKNOLEDGEMENT

Industrial training is an integral part of any post graduate management program and for that purpose I had joined a company what else can be good as Bharti Airtel. India’s leading Telecommunication Company.

I take the opportunity to express my gratitude to all of them who in some or other way helped me to accomplish this challenging project in Airtel. No amount of written expression is sufficient to show my deepest sense of gratitude to them.

I am very thankful to Mr. Akhilesh Gupta (Assistant sales manager) Airtel, Delhi circle, for there valuable guidance and very grateful to Professor Rajesh Kumar Faculty of Business School of Delhi for their everlasting support and guidance on the ground of which I have acquired a new field of knowledge. The course structure created for this curriculum has benefited with the inclusion of recent development in the organizational and managerial aspects.

I extend my sincere gratitude towards my parents and friends, who have always encouraged me and gave suggestions as how to work on project. They always stand by me in solving all my queries. Their support has always motivated me. Above all it gives me immense pleasure to thank authors of various books who indirectly helped me in gaining knowledge about Telecommunication industry.

Ankit JainPGDM (2009-11)Marketing and International business

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PREFACE

The research provides an opportunity to student to demonstrate application of their knowledge, skill and competencies required during the technical session. Research also helps the student to devote their skill to analyze the problem to suggest alternative solutions, to evaluate them and to provide feasible Recommendations on the provided data.

The research is on the topic of “Increasing the market share of Airtel in the assigned territory (East Delhi) in terms of sales and service quality “I have tried my level best to prepare this report as an error free report and every effort has been made to offer the most authenticate position with accuracy.

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

Index

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Contents Page No.

I. Acknowledgement

II. Preface

III. Company profile 05

IV. Company overview 06

V. Vision and mission of Airtel 07

VI. Telecommunication sector in India 8-9

VII. Worldwide presence of Airtel 10-13

VIII. Subscriber base of Airtel in India 14-15

IX. History of Airtel 16-38

X. Objective of internship 39-58

XI. Research methodology 59

XII. Questionnaire 60-62

XIII. Respondents result 63-68

XIV. SWOT analysis 69

XV. BCG matrix 70

XVI. Findings 71

XVII. Recommendations 72

XVIII. Bibliography 73

Company profile:

Bharti Airtel Limited

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Type Public (BSE: 532454)

Industry Telecommunications

Founded 7 July 1995

Founder(s) Sunil Bharti Mittal

Headquarters New Delhi, India

Area served Worldwide

Key people Sunil Mittal (Chairman) & (MD) Manoj Kohli

Products/services Wireless (mobility), Telephone, Internet, Satellite television (DTH), Life insurance (Bharti Axa life insurance) and Retail (Easy day)

Revenue ▲ US$ 7.254 billion (2009)

Operating income ▲ US$ 2.043 billion (2009)

Net income ▲ US$ 1.662 billion (2009)

Total assets ▲ US$ 11.853 billion (2009)

Employees 25,543 (2009)

Parent Bharti Enterprises (64.76%) SingTel (30.5%) Vodafone (4.4%)

Website Airtel.in

Overview:Bharti Airtel Limited ((BSE: 532454) formerly known as Bharti Tele-Ventures LTD (BTVL) is an Indian company offering telecommunication services in 18 countries.

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It is the largest cellular service provider in India, with more than 135 million subscriptions as of May 2010. 

Bharti Airtel is the world's third largest, single-country mobile operator and fifth largest telecom operator in the world in terms of subscriber base. It also offers fixed line services and broadband services. It offers its telecom services under the Airtel brand and is headed by Sunil Bharti Mittal. The company also provides telephone services and broadband Internet access (DSL) in over 89 cities in India. 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.

It is known for being the first mobile phone company in the world to outsource

everything except marketing and sales. Its network (base stations, microwave links,

etc.) is maintained by Ericsson and Network. Business support by IBM and transmission

towers by another company. 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. This

enables the company to provide pan-India phone call rates of Rs. 1/minute

(U$0.02/minute).

The company is structured into four strategic business units - Mobile, Telemedia,

Enterprise and Digital TV. The mobile business offers services in 18 countries across

the Indian Subcontinent and Africa. The Telemedia business provides broadband, IPTV

and telephone services in 89 Indian cities. The Digital TV business provides Direct-to-

Home TV services across India. The Enterprise business provides end-to-end telecom

solutions to corporate customers and national and international long distance services

to Telco’s.

Globally, Bharti Airtel is the 3rd largest in-country mobile operator by subscriber base,

behind China Mobile and China Unicom. In India, the company has a 30.7% share of

the wireless services market. In January 2010, company announced that Manoj Kohli,

Joint Managing Director and current Chief Executive Officer of Indian and South Asian

operations, will become the Chief Executive Officer of the International Business Group

from 1 April 2010. He will be overseeing Bharti's overseas business.

Vision and mission of Bharti Airtel:

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Vision

By 2010 Airtel will be the most admired brand in India:

Loved by more customers

Targeted by top talent

Benchmarked by more business

Mission

We will meet the mobile communication needs of our customers through:

• Error- free service delivery

• Innovative products and services

• Cost efficiency

• Unified Messaging Solutions

Telecommunications sector in India

Indian telecom is more than 165 years old, beginning with the commissioning of the first telegraph line between Kolkata and Diamond Harbors in 1839. In1948, India had 0.1 million telephone connections with a telephone density of about 0.02 telephones per hundred populations. As of June2007, there were 225.21 million telephone (including cellular mobile) connections in the country with a telephone density of 19.86 telephones

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per hundred populations. Out of total 225.21 million telephone connections, 185.13 million (nearly 82percent) connections pertained to wireless and mobile phones. Some administrative and functional aspects of the telecom sector in India are discussed below:

History of Indian Telecommunications started in 1851 when the first operational land lines were laid by the government near Calcutta (seat of British power). Telephone services were introduced in India in 1881. In 1883 telephone services were merged with the postal system. Indian Radio Telegraph Company (IRT) was formed in 1923. After independence in 1947, all the foreign telecommunication companies were nationalized to form the Posts, Telephone and Telegraph (PTT), a monopoly run by the government's Ministry of Communications. Telecom sector was considered as a strategic service and the government considered it best to bring under state's control.

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

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

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

Historically, the telecom network in India was owned and managed by the Government considering it to be a natural monopoly and strategic service, best under state's control. However, in 1990's, examples of telecom revolution in many other

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

Policy reforms can be broadly classified in three distinct phases

* “The Decade of 1980's saw private sector being allowed in telecommunications equipment manufacturing. Mahanagar Telephone Nigam Limited (MTNL) and Videsh Sanchar Nigam Limited (VSNL) were formed and a Telecom Commission was set up to give focus to telecommunications policy formation.

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

Availability of telephones on demand (targeted by 1997) Universal service covering all villages and one PCO per 500 persons in

urban areas at the earliest (targeted to be achieved by 1997) Telecom services at affordable and reasonable prices World standard quality of services

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

Worldwide presence of Airtel:

Airtel is the 5th largest mobile operator in the world in terms of subscriber base and has a commercial presence in 19 countries.

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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.

Airtel owns 70 % of Warid Telecom in Bangladesh through a joint venture. Bharti Airtel

Limited will take management control of the company and its board, and will re-launch

the company's services under its own Airtel brand. The Bangladesh Telecommunication

Regulatory Commission approved the deal on January 4, 2010.

Airtel operates in the following countries. Airtel is interimly known as Zain in its newly

acquired Africa operations and will assume the Airtel brand name only in the coming

months.

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Country Site Remarks

 Bangladesh http://www.waridtel.com.bd

Warid Telecom International LLC, an Abu Dhabi based consortium, sold a majority 70% stake in the company to India's Bharti Airtel Limited for US$300 million.[1] Bharti Airtel Limited will take management control of the company and its board, and will relaunch the company's services under its own Airtel brand. The Bangladesh Telecommunication Regulatory Commission approved the deal on January 4, 2010. As of December, 2009 Warid has secured 2.99 million subscribers and is ranked fourth among the six operators of Bangladesh.

 Burkina Faso

http://www.bf.zain.comAirtel in Burkina Faso is the dominant player with 1,433,000 customers representing 50% market share.

 Chad http://www.td.zain.comA pioneer in the Chadian telecom industry, Airtel in Chad is the no. 1 operator with 69% market share.

 Democratic Republic of the Congo

http://www.cd.zain.com

 Gabon http://www.ga.zain.com

The rapidly growing mobile sector in Gabon grew by 16.5 percent from 2007 to 2008 according to statistics from the Bank of Central African States. Airtel in Gabon has 829,000 customers and its market share stood at 61%.

 Ghana http://www.gh.zain.com Airtel in Ghana has over 1 million customers.

 India http://www.airtel.inAirtel is market leader in India with 31.18% market share as on July 2010.

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 Kenya http://www.ke.zain.comAirtel Kenya customers stand at 2,418,000 million with 17% market share.

 Madagascar http://www.mg.zain.comAirtel holds second place in the mobile telecom market in Madagascar, has a 39% market share and over 1.4 million customers.

 Malawi http://www.mw.zain.comAirtel in Malawi is the market leader with a market share of 72%.

 Niger http://www.ne.zain.comAirtel in Niger is the market leader with a 68% market share.

 Nigeria http://www.ng.zain.com

 Republic of the Congo

http://www.cg.zain.comAirtel in Congo is the market leader with a 55% market share.

 Seychelles http://www.airtel.sc

Telecom Seychelles (Limited) also known as “Airtel” is the leading comprehensive telecommunications services providers with over 55% market share of mobile market in Seychelles.

 Sierra Leone

http://www.sl.zain.com

 Sri Lanka http://www.airtel.lk

 Tanzania http://www.tz.zain.comAirtel in Tanzania is the market leader with a 38% market share.

 Uganda http://www.ug.zain.comAirtel in Uganda stands as the no. 2 operator with a market share of 38%.

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 Zambia http://www.zm.zain.com

Subscriber base in India:

The Airtel subscriber base according to Cellular Operators Association of India (COAI)

as of May 2010 was:

Metros

Chennai - 2,704,067

Delhi - 6,204,025

Mumbai - 3,066,905

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Kolkata - 2,821,065

"A" Circle

Andhra Pradesh - 13,547,616

Gujarat - 5,760,204

Karnataka - 13,209,270

Maharashtra - 6,701,424

Tamil Nadu - 8,423,702

"B" Circle

Haryana - 1,554,034

Kerala - 3,185,876

Madhya Pradesh - 7,202,200

Punjab - 4,921,266

Rajasthan - 10,802,138

Uttar Pradesh (East) - 9,671,973

Uttar Pradesh (West) - 4,317,918

West Bengal - 6,001,669

"C" Circle

Assam - 2,570,283

Bihar - 9,652,206

Himachal Pradesh - 1,346,666

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Jammu and Kashmir - 1,976,568

North Eastern States - 1,538,853

Orissa - 4,373,802

Airtel is the market leader in India with a total of 133,619,705 out of 444,295,711 GSM

mobile connections or 31.18% market share as of July 2010.

History of Airtel

Cellular telephony was introduced in India 1990s onwards. At that time, there were only two major private players, Bharti (Airtel) and Essar (Essar) and both these companies

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offered only post-paid services. Initially, the cellular services market registered limited growth.

Post-paid services: these services are those for which customer have to pay the amount generated in the bill on monthly basis after using the services. Due to some Indian myths these services were unable to attract the customers of rural and urban markets.

Moreover, these services were mostly restricted to the metros. Other factors such as lack of awareness among people, lack of infrastructural facilities, low standard of living, and government regulations were also responsible for the slow growth of cellular phone services in India.

Although the cellular services market in India grew during the late 1990s (as the number of players increased and tariffs and handset prices came down significantly) the growth was rather marginal. This was because the cellular service providers offered only post-paid cellular services, which were still perceived to be very costly as compared to landline communications.

That time the prices are that much high for cellular services, even for incoming calls customers had paid 7 – 10Rs per/min and for outgoing up to 16Rs per/min. Gradually these rates get decreased as level of competition among private service provider is getting throat cut and because of this tough competition call rates are decreasing even today also.

Following this realization, the major cellular service providers in India, launched pre-paid cellular services in the late 1990s. The main purpose of these services was to target customers from all sections of society (unlike post-paid services, which were targeted only at the premium segment). Customer showed favorable response for pre-paid services as a result companies are focusing more on pre-paid customer as compared to post- paid.

Pre-paid: these services are those for which customer have to pay before using the services. This can be done only through paper recharge coupons ranging to different-different amount as for the convenience of customers.

1976-79

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Bharti Enterprises founded by Sunil Bharti Mittal.

Starts as a small scale manufacturing unit for bicycle components.

Diversifies into production of yarn, stainless steel sheets for surgical

utensils.

1980-84

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Bharti Overseas Trading Corporation set up. Bharti imports and

markets stainless steel products, brass and plastic products, and zip

fastners etc.

Bharti ties up with Suzuki, Japan to import and distribute portable

gensets. By 1984 Bharti is the largest importer of portable gensets in

India.

1985-88

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Bharti makes it entry into the telecom sector with Bharti Telecom.

Enters into a technical tie-up with Siemens AG of Germany and becomes

the first company in India to manufacture electronic push button

telephones in Gurgaon.

Bharti Telecom's Ludhiana factory commences operations for

manufacturing push button phones

Bharti also makes an entry into India's pharma sector with Bharti

Healthcare, which manufactures empty hard gelatin capsules.

1989

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Bharti ties-up with Takacom Corporation, Japan to become the first

company in India to manufacture telephone answering machines.

1990

Bharti ties-up with Lucky Gold Star, South Korea to become the first

company in India to manufacture cordless telephones

1991

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Bharti Telecom's products reach international markets. Company signs

OEM contract with Sprint, USA for manufacture and export of telephone

sets.

1992

Bharti Cellular Ltd. is born. Bharti forms a consortium with SFR-France,

Emtel-Mauritius and MSI-UK, to bid for mobile service provider licenses

in Indian metros.

1993

Bharti Telecom's Gurgaon factory becomes the first manufacturer of

push button phones to be awarded ISO 9002 accreditation.

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Bharti provides technical assistance to Uganda for manufacture of push

button pones.

1994

Bharti wins GSM mobile service provider licence for Delhi NCR.

Bharti Telecom's Ludhiana factory gets ISO 9002 accreditation

1995

Bharti launches Delhi's first GSM mobile services under the Airtel brand

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Forms consortium with Telecom Italia to bid for cellular and fixed-line

services under Bharti Telnet

Bharti joins forces with Siemens to market telephone terminals under

SIEMENS and BEETEL brand names.

Bharti Tele-Ventures is incorporated

1996

Airtel launched mobile services in the state of Himachal Pradesh, the

first by any private Telco.

Telecom Italia acquires 20% equity interest in Bharti Tele-Ventures

Bharti Telnet bids for fixed line licence in the state of Madhya Pradesh

Bharti forays into manufacture of HDPE Silicore ducts. Forms a joint

venture with Dura-Line Corp, USA

1997

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British Telecom acquires equity interest in Bharti Cellular

Airtel becomes the first mobile service provider in the country to cross

the 100,000 customers mark

Bharti gets licence to provide comprehensive telecom services in

Seychelles.

Bharti wins fixed-line service provider licence for Madhya Pradesh.

Becomes the first private company in India to win a fixed-line licence.

Bharti Telecom and British Telecom form joint venture - Bharti BT Ltd. -

for offering VSAT services

Bharti-Duraline commences operations. Becomes the first company in

India to manufacture HDPE Silicore Ducts.

Bharti Telecom emerges as the largest manufacturer of telephones in

India with a capacity of 200,000 units.

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1998

Bharti becomes the first Indian company to offer telecom services in

international markets. Launches mobile services in Seychelles.

Bharti launches India's first private fixed line service in Indore, Madhya

Pradesh

British Telecom consolidates its equity interest in Bharti Cellular to

44%

Bharti BT Internet, a joint venture of Bharti Telecom and British

Telecom, formed for providing ISP services.

Bharti commissions India's first private sector transmission network

between Bhopal and Indore

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1999

Warburg Pincus, a leading international private equity investor, picks

up stake in Bharti Tele-Ventures.

Bharti acquires a controlling stake in JT Mobiles, established footprint in

the states of Andhra Pradesh and Karnataka

Bharti BT Internet launches ISP services in Delhi, Mumbai and

Bangalore under the `Mantra online' brand.

Airtel launches fixed line services in Raipur and Jabalpur in the state of

Madhya Pradesh.

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2000

Bharti and SingTel, Asia's leading Telco, form strategic partnership.

SingTel invests $ 400 million in Bharti.

New York Life International acquires a 3% equity interest in Bharti

Cellular

Bharti acquires majority stake in SkyCell, establishes presence in the

Chennai circle

Bharti and SingTel announce a $650 million partnership for undersea

optic fibre cable between India and Singapore

Bharti and SingTel form Bharti Telesonic to operate and manage

National Long Distance operations.

Mantra Online launches India's first International Satellite Gateway.

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2001

Bharti wins mobile service provider licences in 8 circles and fixed-line

service provider licences in 4 circles. Bharti's mobile service provider

licence in Punjab is restored.

Bharti acquires Spice Cell and enters the Kolkata circle.

Bharti Telesonic launches National Long Distance services under the

`IndiaOne' brand.

Bharti launched "Touch Tel" its fixed line service brand, launches fixed

line services in Haryana

Forms joint venture with SingTel for a submarine cable landing station

between India and Singapore

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SingTel, Warburg Pincus, AIF, IFC, NYLIF and Seejay Cellular make

equity investments of approximately US$ 481.30 million in Bharti Tele-

Ventures and through Bharti Telecom.

Bharti acquires British Telecom's equity interests in Bharti Cellular,

Bharti BT and Bharti BT Internet.

Bharti acquires three additional ISP licenses

2002

Bharti goes public, completes India's first 100% book building issue and

gets listed on the National stock Exchange, Bombay Stock Exchange and

the Delhi Stock Exchange on February 18, 2002.

Bharti launches mobile services in Gujarat, Haryana, Kerala, Madhya

Pradesh circle, Maharashtra, Mumbai, Punjab, Tamil Nadu, Uttar

Pradesh (West).

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Bharti enters into a license agreement with the DoT to provide

International Long Distance services in India. Becomes India's first

private telecommunications services provider to launch International

Long Distance services.

Bharti launched fixed-line services in the Delhi, Haryana, Karnataka and

Tamil Nadu.

2003

Bharti enters the business outsourcing segment. Forms TeleTech

Services Ltd in partnership with TeleTech Holdings (USA).

Airtel becomes India's largest GPRS network

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2004

Bharti, a first in the telecom industry, signs a 10 year comprehensive IT

outsourcing deal with IBM.

Bharti heralds a new paradigm in telecom, outsources mobile network

to Ericsson and Nokia in mutli-million dollar managed networks deals.

Bharti clocks revenues in excess of a billion dollars annually. Registers

profits in excess of $150 million.

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Bharti & Rothschild form a 50:50 JV - FieldFresh- for linking India's

farms to the world.

Bharti launches mobile services in Uttar Pradesh (East), West Bengal,

Jammu & Kashmir and Orissa.

Airtel exclusively brings globally acclaimed Blackberry to India

2005

Bharti becomes India's first mobile service provider to complete a

national footprint in all 23 telecom circles.

Vodafone picks up 10% equity interest in Bharti for $1.5 billion, making

it the single largest foreign investment in the country.

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Bharti continues to build on its successful business model based on

outsourcing. Enters into agreement with four global BPOs - Hinduja

TMT, IBM-Daksh, Mphasis & TeleTech Services - and Nortel to provide

world-class customer care services

Bharti marks its foray into financial services. Forms joint venture with

Axa of France to offer life insurance products.

Bharti and IBM announce a Joint Go to Market program to offer

managed services in India.

West Bridge Capital Partners, Sequoia Capital and Cisco Systems pick up

10% stake in Bharti Telesoft

2006

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Bharti and Wal-Mart sign Memorandum of Understanding to jointly

explore Retail opportunities in India

Bharti becomes the first Indian telecom operator to launch 3G services,

starts 3G operations in Seychelles

Bharti wins mobile service provider licence in Jersey and Guernsey,

Channel Islands, Europe.

Bharti Axa Life Insurance launches national operations.

Bharti and its Associates commit a corpus of Rs 200 crores to Bharti

Foundation to provide education to underprivileged children in villages

across India.

Bharti Televentures rechristened as Bharti Airtel

2007

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Bharti becomes the fastest private telecom company in the world to

cross the 50 million mark. Enters the league of top 5 mobile companies

in the world.

Bharti launches Mobile Money Transfer pilot project in India in

partnership with GSMA

Bharti outlines strategic roadmap for its Retail venture. Commits

investment of up to US $ 2 to 2.5 billion by 2015.

Bharti and Wal-Mart Stores, Inc. form a joint venture Bharti Wal-Mart

Private Limited, for wholesale cash-and-carry and back-end supply

chain management operations in India.

Bharti brings in Del Monte as a strategic partner in FieldFresh to

enhance focus in the processed food segment.

Bharti makes its European debut. Launches mobile services in Jersey,

Channel Islands.

Bharti Teletech manufactures its 20 millionth telephone.

Bharti receives licence to offer Direct to Home (DTH) Satellite TV

services in India

Jersey Airtel Launches Services, Brings A Range Of Innovative Products

And Services To Customers In Jersey Under Airtel-Vodafone Brand

Sunil Bharti Mittal chosen for Padma Bhushan, one of India's highest

civilian honours.

35INTERNSHIP PROJECT PERPARED BY: ANKIT JAIN

Page 36: Internship report for Bharti Airtel

Bharti and Axa form joint ventures to launch General Insurance and

Asset Management services in India.

Bharti wins licence to offer mobile services in Sri Lanka.

Bharti Telesoft acquires Jatayu Software.

2008

36INTERNSHIP PROJECT PERPARED BY: ANKIT JAIN

Page 37: Internship report for Bharti Airtel

Bharti launches its first set of retail stores in Ludhiana under the `easy

day' brand.

Bharti crosses 60 million telecom customers landmark.

Bharti launches services in Guernsey, Channel Islands.

Bharti joins hands with Idea and Vodafone to form Indus Towers - an

independent passive mobile infrastructure company.

Eight leading international leading PE funds pick up stake worth $1.25

billion in Bharti Infratel - Bharti's passive mobile infrastructure

company.

37INTERNSHIP PROJECT PERPARED BY: ANKIT JAIN

Page 38: Internship report for Bharti Airtel

2009

Bharti Airtel launches its services in Sri Lanka (2G/3G network)

Bharti Foundation sets up Bharti Centre for Communication in

partnership with Indian Institute of Technology, Mumbai

Bharti Airtel and Alcatel-Lucent form JV to manage Bharti Airtel's pan-

India Broadband and Telephone services

Bharti Walmart launches first Cash & Carry Store under Best Price

Modern Wholesale brand

Bharti Telesoft renamed `Comviva'

Bharti Airtel launches IPTV service; Digital TV interactive

Bharti Airtel crosses the 100 million telecom customers mark

38INTERNSHIP PROJECT PERPARED BY: ANKIT JAIN

Page 39: Internship report for Bharti Airtel

2010

Bharti Airtel acquires 70% stake in Warid Telecom, Bangladesh

Bharti Airtel enters into a legally binding definitive agreement with Zain

Group to acquire Zain Africa

Bharti Airtel acquires the mobile operations of Zain in 15 African

countries. Becomes the fifth largest mobile operator in the world.

39INTERNSHIP PROJECT PERPARED BY: ANKIT JAIN

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Objectives of Internship

1) To filling out the communication gap between distributor and retailer in the assigned beat.

2) To improve the sales at SSO’s (Sim Selling Outlets)

3) To enhance the visibility of Airtel as brand in the assigned market with the help of merchandiser’s.

4) To supervise the merchandiser’s work.

5) Analyzing the FOS relationships (Field officers sales).

6) To open new lapu outlets in the required area.

7) To provide the necessary information to retailers related to filling out CAF’s (Customer Application Form) for minimum rejection.

8) To solve the retailer’s grievances with the help of distributor and concerned person and inspiring the morale of those retailers who are not SSO’s of Airtel.

40INTERNSHIP PROJECT PERPARED BY: ANKIT JAIN

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9) Communicating the retailer’s on frequent intervals for describing their gross Sim selling for the last month as to demolish the dispute. Descriptions Along With Fact Sheets

1) To filling out the communication gap between distributor and retailer in the assigned beat:

Here gap refers to: The retailers who are not aware about the amount of claim they will get on the Sim selling and commission on lapu recharge or paper recharge coupon.

So here our team objective is to communicate the claim and commission to the retailers.

Retailers Claim on Sim Selling

Retailers Commission on Lapu Recharge and Paper Coupons

41INTERNSHIP PROJECT PERPARED BY: ANKIT JAIN

Monthly Sim selling Claim/Sim

1 to 5 10

06 to 25 20

26 to 50 40

More than 50 50

Page 42: Internship report for Bharti Airtel

Lapu Recharge: When customer’s mobile no. recharged with the retailers mobile load it is said to be lapu recharge or we can say easy recharge.

Generally there is 2.25% commission is offered by Airtel to retailers on lapu recharge and paper recharge however at frequent intervals Airtel offers more commission on specified recharges, which are given below. As Airtel is the market leader and serving maximum no. of satisfying customers its commission is the lowest in the segment. Reliance GSM and Aircel is offering 3% and 4% commission.

Commission on Current Specified Recharge

Fact Sheet

DISTRIBUTOR NAME LAPU NO. RETAILER NAME COMMUNICATION

JAI DURGA AGENCY 9871245071 RET-MUSKAN COMMUNICATION OK

JAI DURGA AGENCY 9871783642 RET-DOIRE TELECOM CENTRE OK

JAI DURGA AGENCY 9810373549 UNCLE JI TELECOM CENTRE OK

42INTERNSHIP PROJECT PERPARED BY: ANKIT JAIN

Recharge amount Commission

98 14.28%

220 5%

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JAI DURGA AGENCY 9871783644 RET-MONARCH COMMUNICATION OK

JAI DURGA AGENCY 9910272115 DATARAM TELECOM OK

JAI DURGA AGENCY 9871774375 RET-KASHISH TELECOM OK

JAI DURGA AGENCY 9910307644 RET-ARORA TELE ZONE OK

JAI DURGA AGENCY 9818959458 JAI DURGA TELECOM & GENERAL STORE OK

JAI DURGA AGENCY 9871934280 SAI TELECOM OK

JAI DURGA AGENCY 9871934226 I.S.COMMUNICATION OK

JAI DURGA AGENCY 9910356597 HELLO POINT OK

JAI DURGA AGENCY 9910431709 RET-CHANDNI TELECOM SYSTEM OK

JAI DURGA AGENCY 9810061425 RET-NEW MOBILE PALACE OK

JAI DURGA AGENCY 9871245031 RET-CHAUHAN TELECOM CENTRE OK

JAI DURGA AGENCY 9871774342 RET-JANTA COMMUNICATION OK

JAI DURGA AGENCY 9818629150 MOBILE MANTRA OK

JAI DURGA AGENCY 9871245036 RET-NATIONAL MEDICAL STORE OK

JAI DURGA AGENCY 9910272157 EENA COMMU OK

JAI DURGA AGENCY 9871774505 RET-GOODWELL COMMUNICATION OK

JAI DURGA AGENCY 9910272171 HELLO POINT TELECOM OK

JAI DURGA AGENCY 9910356530 TIRPATI TELECOM OK

JAI DURGA AGENCY 9560108609 KANWAL ELECTRONIC OK

JAI DURGA AGENCY 9810067819 RET-RAJ TELECOM OK

JAI DURGA AGENCY 9818959464 JD-July-66 OK

JAI DURGA AGENCY 9871775065 RET-VINOD TELECOM OK

JAI DURGA AGENCY 9871783635 RET-PANKAJ TELECOM CENTRE OK

JAI DURGA AGENCY 9871248429 RET-BHARTI TRADERS OK

JAI DURGA AGENCY 9910356524 JAI DURGA AGENCY 067 OK

JAI DURGA AGENCY 9818959536 MUSKAN COMMUNICATION OK

JAI DURGA AGENCY 9910385654 YUVRAJ COMMUNICATION OK

43INTERNSHIP PROJECT PERPARED BY: ANKIT JAIN

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2) To improve the sales at SSO’s (Sim Selling Outlets):

Here our team objective is to motivate the existing retailers of Airtel to do more

Sim selling as to earn more claims and to enroll the retailers in the VIJETA

scheme depending on their on their pervious performance.

In the assigned beat there were many retailers who were not selling Sim due to

unavailability or lack of knowledge and most common reason for most of them is

inappropriate and delay in claims. Somehow Vodafone is providing appropriate

and timely claim that’s why they are motivated more towards Vodafone.

Taking above fact in to the consideration, Airtel offers VIJETA scheme for their

privilege retailer’s on the quarterly basis to motivate the retailer’s and to promote

the sales.

Airtel Vijeta: under this scheme retailers are offered variety of gifts depending on

their interest they can choose the gift, to get the gift all a retailer has to do is sell

the no. of specified Sims to get qualified for the gifts.

Slab of Vijeta Scheme

Activation slab 200-300 300-500 500-750 >750

Gifts 3 jar juicer mixer 21’’ flat color TV Water purifier with

battery back up

Bangkok trip for

2N/3D

5.1 home theater Semi-automatic

W/M

0.8 tom AC 26’’ LCD TV

Microwave oven 145L refrigerator 29’’ flat color TV 1.5 ton AC

44INTERNSHIP PROJECT PERPARED BY: ANKIT JAIN

Page 45: Internship report for Bharti Airtel

Dvd player Microwave oven ------------ Fully auto W/M

Fact Sheet

DIST. NAME LAPU NO. RETAILER NAME APRIL MAY JUNE

JAI DURGA AGENCY

9871245071 RET-MUSKAN COMMUNICATION 124 223 239

JAI DURGA AGENCY

9871783642 RET-DOIRE TELECOM CENTRE 175 136 258

JAI DURGA AGENCY

9810373549 UNCLE JI TELECOM CENTRE 122 135 170

JAI DURGA AGENCY

9871783644 RET-MONARCH COMMUNICATION 39 160 225

JAI DURGA AGENCY

9910272115 DATARAM TELECOM 1 182 92

JAI DURGA AGENCY

9871774375 RET-KASHISH TELECOM 20 24 52

JAI DURGA AGENCY

9910307644 RET-ARORA TELE ZONE 28 73 121

JAI DURGA AGENCY

9910460537 ANAND COMMU 34 59 63

JAI DURGA AGENCY

9818959458JAI DURGA TELECOM & GENERAL

STORE13 26 33

JAI DURGA AGENCY

9871934226 I.S.COMMUNICATION 24 23 26

JAI DURGA AGENCY

9910356597 HELLO POINT 6 24 25

JAI DURGA AGENCY

9910431709 RET-CHANDNI TELECOM SYSTEM 12 14 35

JAI DURGA AGENCY

9810061425 RET-NEW MOBILE PALACE 19 6 14

JAI DURGA AGENCY

9971615957 ABID TELECOM 7 17 23

JAI DURGA AGENCY

9871245031 RET-CHAUHAN TELECOM CENTRE 10 13 15

JAI DURGA AGENCY

9871774342 RET-JANTA COMMUNICATION 15 8 21

JAI DURGA AGENCY

9818629150 MOBILE MANTRA 17 22 21

JAI DURGA AGENCY

9871245036 RET-NATIONAL MEDICAL STORE 11 11 12

JAI DURGA AGENCY

9910272157 EENA COMMU 8 14 16

45INTERNSHIP PROJECT PERPARED BY: ANKIT JAIN

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JAI DURGA AGENCY

9871774505 RET-GOODWELL COMMUNICATION 0 13 23

JAI DURGA AGENCY

99717736723 MOHIT TELECOM 3 10 14

JAI DURGA AGENCY

9560108609 KANWAL ELECTRONIC 4 6 11

JAI DURGA AGENCY

9818959464 JD-July-66 3 7 11

JAI DURGA AGENCY

9871775065 RET-FASHION TELECOM 4 4 6

JAI DURGA AGENCY

9971620246 SOFIYA TELECOM 0 3 5

JAI DURGA AGENCY

9871637537 RET-PRASANT COMMUNICATION 0 6 7

JAI DURGA AGENCY

9910272171 HELLO POINT TELECOM 7 9 11

JAI DURGA AGENCY

9910466980 SAIDIA COMMUNICATION 0 3 5

JAI DURGA AGENCY

9910385654 YUVRAAJ COMMUNICATION 4 5 8

TOTAL

710 1236 1562*

(*The record is collected from distributor and it is showing no. of gross Sim sold by the above retailers)

Improvement chart:

46INTERNSHIP PROJECT PERPARED BY: ANKIT JAIN

Page 47: Internship report for Bharti Airtel

3) To enhance the visibility of Airtel as brand in the assigned market with the help of merchandiser’s:

Our team objective is to increase the Airtel’s visibility through the merchandiser’s

(man force appointed by Airtel to paste, tie and hang etc. the following material).

I. BoardII. Pop

III. Shelf strip IV. BannerV. PosterVI. Canopy

VII. Flange VIII. Steamer

IX. Reckoner

Followings are the examples:

47INTERNSHIP PROJECT PERPARED BY: ANKIT JAIN

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Reckoner: It is very useful tool for both retailer and customer’s because this sheet is

containing all the available amount of recharges for different type of schemes for

specific period of time. So now customers need not to ask retailer which scheme is

available or which not similarly retailer need not remember all the schemes.

These reckoners are pasted in the visibility of customer’s so that with ease they can find

the best scheme available for them in Airtel. By this retailers can save their time in

serving the customer.

50INTERNSHIP PROJECT PERPARED BY: ANKIT JAIN

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4) To supervise the merchandiser’s work:

In order to make Airtel’s visibility in the market reliable our team supervised the

work done by merchandiser’s. In assigned territory Reliance and Vodafone are

the major players in terms of visibility. According to merchandizer’s believe

Reliance pastes its 10 poster in comparison of Airtel’s 4 posters and Vodafone

pastes 6-8. As Airtel is the market leader it does not need to do more expenditure

on the same. According to the belief of retailer’s Airtel doesn’t need to be

marketed customer demands it by name.

Fact sheet

DIST. NAME LAPU NO. RETAILER NAME VISIBILTY IMOROVED

JAI DURGA AGENCY 9871245071 RET-MUSKAN COMMUNICATION 25% Up to 40%

JAI DURGA AGENCY 9871783642 RET-DOIRE TELECOM CENTRE 35% 55%

JAI DURGA AGENCY 9810373549 UNCLE JI TELECOM CENTRE 20% 24%

JAI DURGA AGENCY 9871783644 RET-MONARCH COMMUNICATION 8% 20%

JAI DURGA AGENCY 9910272115 DATARAM TELECOM 15% 40%

JAI DURGA AGENCY 9871774375 RET-KASHISH TELECOM 20% 45%

JAI DURGA AGENCY 9910307644 RET-ARORA TELE ZONE 15% 45%

JAI DURGA AGENCY 9910460537 ANAND COMMU 10% 35%

JAI DURGA AGENCY 9818959458JAI DURGA TELECOM & GENERAL

STORE7% 25%

JAI DURGA AGENCY 9871934226 I.S.COMMUNICATION 5% 35%

JAI DURGA AGENCY 9910356597 HELLO POINT 25% 40%

JAI DURGA AGENCY 9910431709 RET-CHANDNI TELECOM SYSTEM 18% 25%

JAI DURGA AGENCY 9810061425 RET-NEW MOBILE PALACE 20% 40%

JAI DURGA AGENCY 9971615957 ABID TELECOM 10% 45%

JAI DURGA AGENCY 9871245031 RET-CHAUHAN TELECOM CENTRE 30% 45%

JAI DURGA AGENCY 9871774342 RET-JANTA COMMUNICATION 30% 30%

JAI DURGA AGENCY 9818629150 MOBILE MANTRA 15% 20%

JAI DURGA AGENCY 9871245036 RET-NATIONAL MEDICAL STORE 20% 25%

JAI DURGA AGENCY 9910272157 EENA COMMU 10% 15%

JAI DURGA AGENCY 9871774505 RET-GOODWELL 5% 50%

51INTERNSHIP PROJECT PERPARED BY: ANKIT JAIN

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COMMUNICATION

JAI DURGA AGENCY 99717736723 MOHIT TELECOM 12% 20%

JAI DURGA AGENCY 9560108609 KANWAL ELECTRONIC 20% 25%

JAI DURGA AGENCY 9818959464 JD-July-66 15% 20%

JAI DURGA AGENCY 9871775065 RET-FASHION TELECOM 35% 40%

JAI DURGA AGENCY 9971620246 SOFIYA TELECOM 40% 50%

JAI DURGA AGENCY 9871637537 RET-PRASANT COMMUNICATION 25% 45%

JAI DURGA AGENCY 9910272171 HELLO POINT TELECOM 30% 40%

JAI DURGA AGENCY 9910466980 SAIDIA COMMUNICATION 20% 45%

JAI DURGA AGENCY 9910385654 YUVRAAJ COMMUNICATION 30% 50%

Improvement chart:

52INTERNSHIP PROJECT PERPARED BY: ANKIT JAIN

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5) Analyzing the FOS relationships:

FOS (Field officer Sales) plays a very crucial rule in sales, there communication with retailers directly dependent on the no of Sims and amount of lapu demanded by retailers. In the assigned beat (Seelempur and Brahmpuri) Mr. Nayeem is the FOS person and here our team has analyzed the performance of same and compared it with competitor’s FOS person.

According to our analysis FOS person was unable to give proper time to an individual retailer because he has to cover wide area in a single day, Due to this FOS person do work in hurry that is the only reason for retailer dissatisfaction but overall Mr. Nayeem’s feedback from retailer is ok. He is courteous, polite and problem solving on the field.

FOS person are the front line as only they are interacting with the retailers on the

daily basis, relation between both of them crucial for Airtel and it is need to be

maintained sound for revenue generation.

Airtel also need to arrange training modules for FOS person’s at frequent

intervals for enhancing their knowledge and level of motivation. The expenditure

made on employee training is like the expenditure made on assets and it is not

waste.

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6) To open new lapu outlets in the required area.

Those shops that sales Airtel easy recharge and recharge coupons are known as Airtel’s lapu outlet. Here our team objective is to open new lapu outlets by convincing and inspiring the morale of target audience. Our target audience was:

1) General stores 2) Medical stores 3) Departmental stores4) Gift shops5) Others

Now to open new lapu outlet we communicated the benefits and percentage of commission to target audience and tried our level best to accomplish the assigned task. In the assigned beat (Seelempur & Brahmpuri) I have opened six given below new lapu outlets of Airtel.

i. Rinku general store

ii. Kesri medicos

iii. Saida communications

iv. Gupta medicals

v. Gift house

vi. Hello point

54INTERNSHIP PROJECT PERPARED BY: ANKIT JAIN

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7) To provide the necessary information to retailers related to filling out CAF’s (Customer Application Form) for minimum rejection.

In the assigned beat there were so many retailers who are not aware about how

to fill customer application form appropriately as a result there application get

rejected and so there claim. In order to safeguard them our team provided them

necessary information in filling up the CAF’s for minimum rejections.

In Airtel the process of verification of CAF’s are based on following parameter.

On the basis of random sampling, verification officer picks up some

sample of form from the pool of application.

Then officer looks all the necessary document enclosed with the

application and fully filled up and duly stamped by the retailer and

distributor.

Now verifying officer make calls to the customer and cross checks the

information related to address proof with the enclosed document.

If customer not able to attend the verification call due to some reason as-:

o SIM card is not activated.

o Number is busy.

o Out of coverage area.

Address proof not match with the call receiver address.

Now verification officer sends verification executive to the given address

in CAF’s. If verification executive found any mismatch or unable to find

the address then executive convey his rejection to verification officer and

finally officer rejects the customer application.

55INTERNSHIP PROJECT PERPARED BY: ANKIT JAIN

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Necessary information given by team to the retailer’s

o We suggested retailer’s to mention at least two alternate numbers

of customers so that officer has choice to call any of number.

o Clearly mention the native place around the given address in

CAF. So that executive finds the address with ease and conveys

his positive report to officer.

And finally customer number gets activated.

Fact sheet:

DIST. NAME LAPU NO. RETAILER NAME REJECTION IMPROVED

JAI DURGA AGENCY 9871245071 RET-MUSKAN COMMUNICATION 8% 3%

JAI DURGA AGENCY 9871783642 RET-DOIRE TELECOM CENTRE 11% 9%

JAI DURGA AGENCY 9810373549 UNCLE JI TELECOM CENTRE 2% 0%

JAI DURGA AGENCY 9871783644 RET-MONARCH COMMUNICATION 21% 11%

JAI DURGA AGENCY 9910272115 DATARAM TELECOM 7% 4%

JAI DURGA AGENCY 9871774375 RET-KASHISH TELECOM 9% 5%

JAI DURGA AGENCY 9910307644 RET-ARORA TELE ZONE 3% 1%

JAI DURGA AGENCY 9910460537 ANAND COMMU 18% 7%

JAI DURGA AGENCY 9818959458JAI DURGA TELECOM & GENERAL

STORE4% 3%

JAI DURGA AGENCY 9871934226 I.S.COMMUNICATION 8% 3%

JAI DURGA AGENCY 9910356597 HELLO POINT 6% 4%

JAI DURGA AGENCY 9910431709 RET-CHANDNI TELECOM SYSTEM 2% 2%

JAI DURGA AGENCY 9810061425 RET-NEW MOBILE PALACE 13% 4%

JAI DURGA AGENCY 9971615957 ABID TELECOM 16% 7%

JAI DURGA AGENCY 9871245031 RET-CHAUHAN TELECOM CENTRE 4% 1%

JAI DURGA AGENCY 9871774342 RET-JANTA COMMUNICATION 12% 8%

JAI DURGA AGENCY 9818629150 MOBILE MANTRA 7% 4%

56INTERNSHIP PROJECT PERPARED BY: ANKIT JAIN

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JAI DURGA AGENCY 9871245036 RET-NATIONAL MEDICAL STORE 5% 3%

JAI DURGA AGENCY 9910272157 EENA COMMU 16% 6%

JAI DURGA AGENCY 9871774505 RET-GOODWELL COMMUNICATION 4% 3%

JAI DURGA AGENCY 99717736723 MOHIT TELECOM 18% 7%

JAI DURGA AGENCY 9560108609 KANWAL ELECTRONIC 11% 8%

JAI DURGA AGENCY 9818959464 JD-July-66 23% 14%

JAI DURGA AGENCY 9871775065 RET-FASHION TELECOM 6% 4%

JAI DURGA AGENCY 9971620246 SOFIYA TELECOM 22% 7%

JAI DURGA AGENCY 9871637537 RET-PRASANT COMMUNICATION 5% 3%

JAI DURGA AGENCY 9910272171 HELLO POINT TELECOM 10% 6%

JAI DURGA AGENCY 9910466980 SAIDIA COMMUNICATION 14% 11%

JAI DURGA AGENCY 9910385654 YUVRAAJ COMMUNICATION 7% 3%

Improvement chart:

8) To solve the retailer’s grievances with the help of distributor and concerned person and inspiring the morale of those retailers who are not SSO’s of Airtel.

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Here we have tried our level best to resolve the major as well as minor problems of retailers; these problems are becoming the reason for their dissatisfaction and also the reason for not selling Airtel prepaid Sim’s. In the assigned beat (Seelempur and Brahmpuri) 11% retailers are very much dissatisfied and 17% retailers are dissatisfied with the services of Airtel.

In order to satisfy them we have arranged meeting with distributor and area sales manager. The prospective of this meeting is to motivate them towards Airtel prepaid Sim activations and to resolve their concerns. There major problems are:

I. Delay in claims and II. Inappropriate claims (broadly discussed below)

And minor problems are:

I. Requirement of banner and holdingsII. Availability of prepaid Sims

III. Inappropriate merchandiser visits

9) Communicating the retailer’s on frequent intervals for describing their net Sim selling for the last month as to demolish the dispute.

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As discussed above gross sim selling is, total no of sim sold by retailer without subtracting the rejected CAFs. Gross sim selling are calculated on the following basis: when a retailer sends request for activating the customer’s no. , retailers are advised to submit the CAF form to distributor as soon as possible now distributor forwards the CAF to Airtel branch when Airtel approves the CAF after verifying then it finally converts that in to net sim selling but it is mandatory for every retailer to do FRC (first recharge coupon) of minimum Rs 30 and one call should be made by that no. ,

After that retailer gets qualified for earning the claim on that particular sim and the above process is same for every conversion of gross sim selling to net sim selling. Retailers believe that they will earn the claim on gross sim sale but it is not and that is becoming the reason for dispute between retailer and distributor.

In order to demolish the dispute, at frequent intervals our team communicated with retailers and told them there net sim sold on which they’ll earn the claim up to the specific date and if any fault found then retailers are suggested to talk with distributor or area sales manager for negotiations.

Now Airtel gives the retailers claim on their lapu sim for better transparency. As earlier company given the claim to distributor and further distributor are advised to distribute the claim among the retailers in specified area.

Research methodology:

DATA COLLECTION:

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The researchers collected information through the official website. Magazines and

journals.

DEVELOPED THE RESEARCHERS FRAME:

This included deciding upon various aspects for the project on which the entire research

is based. The research frame included:

NATURE OF STUDY: The project on which the researchers worked is descriptive

and inferential in nature.

DATA SOURCE: The researchers took the help of both primary as well as secondary

sources being interaction with various people of the selected one and have been

chosen for the research by the researchers. Secondary sources are being the internet

as the medium and the official site of the company.

INSTRUMENT USED: The researchers for the research used a Questionnaire cum

Schedule for market research for both the segments horizontal and vertical. The

Questionnaire was prepared by the researcher and Schedule was provided by the

company in which the researcher did its research report.

SAMPLE SIZE: Sample size for the research is fixed. It counts to 30. Those are the

retailers of assigned territory east Delhi (Seelempur and Brahmpuri).

Questionnaire

1: NAME OF RETAILER: ………………………………………………………………………………………………………………………….

60INTERNSHIP PROJECT PERPARED BY: ANKIT JAIN

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2: LAPU NO. /ADDRESS: …………………………………………………………………………………………………………………………

3: RANK THEM THE REASON TO SELLING OF TELECOM SERVICES (FROM 1 TO 4):

Airtel Vodafone Idea Reliance

(a)CUSTOMER DEMAND

(b)PROFIT MARGIN /OFFERS /SCHEMES

(c)PAID ADVERTISEMENT

(d) F.O.S SERVICES /RELATIONSHIP

4: WHICH TELECOM SERVICES DO YOU PREFER TO SELL THE CUSTOMER?

(a)AIRTEL (b) VODAPHONE (c) IDEA

(d) RELIANCE (e) AIRCEL (F) DOLPHIN

5: WHICH OF THE FOLLOWING CONCERN DEMOTIVATES YOU TO SELL AIRTEL?

(a)DELAY IN ACTIVATIONS (b) INAPROPPRITE CLAIMS

(c)DELAY IN CLAIMS (d) NON AVAILABLITY

6: AT AIRTEL THE PROCESS OF GETTING YOUR CONCERNS RESOVLED WAS?

(a)UNSATISFACTORY (b) ABOUT AVERAGE (c) SATISFACTORY

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7: IN THINKING ABOUT THE EXPERIENCE WITH AIRTEL, HOW WAS THE QUALITY OF SERVICE YOU RECEIVED?

(a)UNSATISFACTORY (b) ABOUT AVERAGE (c) SATISFACTORY

8: TICK THEM ACCORDING TO THE SERVICE (SERVICE REPRESENTATIVE) YOU RECEIVED:

AGREE NEUTRAL DISAGREE

(a)THE SERVICE REPRESENTATIVEIS VERY COURTEOUS:

(b)THE SERVICE REPRESENTATIVEPICKS YOUR CALL QUICKLY:

(c)THE SERVICE REPRESENTATIVECOMES REGULARLY:

(D)THE SERVICE REPRESENTATIVEDESCRIBES THE NEW OFFERS/SCHEMES:

9: IN THINKING ABOUT THE FEATURES AND BENEFITS OF AIRTEL, HOW SATISFIESD ARE YOU WITH THEM?

(a)UNSATISFACTORY (b) ABOUT AVERAGE (c) SATISFACTORY

10: KINDLY PROVIDE THE DATA (NO. OF ACTIVATIONS) FOR THE FOLLOWING MONTH IN THE SHEET:

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COMPANY APIRIL MAY JUNE TOTAL

AIRTEL

VODAFONE

IDEA

RELIANCE

TOTAL

Thank you for your feedback. We sincerely appreciate your honest opinion and will take your input into consideration.

3(A)

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3(B)

3(C)

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3(D)

4: WHICH TELECOM SERVICES DO YOU PREFER TO SELL THE CUSTOMER?

5: WHICH OF THE OF THE FOLLOWING CONCERN DEMOTIVATES YOU TO SELL AIRTEL?

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6: AT AIRTEL THE PROCESS OF GETTING YOUR CONCERNS RESOVLED WAS?

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7: IN THINKING ABOUT THE EXPERIENCE WITH AIRTEL, HOW WAS THE QUALITY OF SERVICE YOU RECEIVED?

8: TICK THEM ACCORDING TO THE SERVICE (SERVICE REPRESENTATIVE) YOU RECEIVED:

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9: IN THINKING ABOUT THE FEATURES AND BENEFITS OF AIRTEL, HOW SATISFIESD ARE YOU WITH THEM?

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SWOT ANALYSIS

Strengths

Very focused on telecom industry

Leadership in fastest growing

cellular segment

PAN India footprint

The only Indian operator other than

VSNL that has an international

submarine cable

Weakness

Price competition from BSNL and

MTNL

Untapped rural markets

Front line (retailers) dissatisfaction

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Opportunities

The fast- expending IPLC market

Latest technology and low cost

advantage

Huge market

Threats

Competition from another stiff

competitors

Saturation point in basic telephony

service

BCG Matrix:

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BCG Matrix is used to find out the relative growth prospects of the product line. Within

the Airtel product line leased, private, circuit and mobility services are among star,

Broadband and fixed line services are among dogs. Bharti Airtel needs to maintain it

quality otherwise there mobility services will shift to question mark position where

market growth is high but market share is low.

Findings:

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

Overseas Market:Airtel is looking for overseas market and currently started its operation with Zain in South Africa.

Competition:Airtel is facing strong competition from MTNL and BSNL in spite of the fact they are far away from Airtel technologically butt these two have an inside niche in rural and urban area and have low tariff rates.

Brand AmbassadorAirtel have strong brand ambassador, Sachin Tendulkar, Shahrukh khan and A. R. Rehman to promote their product and services.

Leader in Telecom marketAirtel is holding a position of Market Leader by having 31.18% of the total market share.

RECOMMENDATIONS:

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

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RIP (Retailers incentive program):

Airtel should introduce some extra benefits, schemes or commission for the satisfaction of retailers. This will not only fruitful in short term as well as in long term also.

Untapped rural market:

Large part of Indian rural market is still not targeted by Airtel in order to increase their

market share in India they are required to enter in those market with low price services

as BSNL is providing their services at least price.

High price myth:

Airtel is offering their services at competitive prices but customers believe that it is most

expensive up to some extent it is true so Airtel should try to remove that myth and that

will increase their market share.

Not to compromise with networks:

Airtel should not compromise with the quality of networks they are providing as that is

the reason for most of its customer.

BIBLIOGRAPHY:

Text books:

Principles of Marketing – Philip Kotler

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Marketing Research – D.D. Sharma

Websites:

www.bhartiairtel.in

www.airtel.in

www.trai.gov.in

www.bhartiteleventures.com

www.investmentz.com

www.bharti airtel limited – result updates ACMIIL

www.researchandmarket.com

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