project on organization study at bharti airtel

Organization Study at BHARTI AIRTEL

EXECUTIVE SUMMARY

Airtel comes to you from Bharti Airtel Limited. It is one of the leading

integrated telecom services providers with operation in 18 countries across Asia

and Africa. Sunil Bharti Mittal is the Founder, Chairman and Group CEO of

Bharti Enterprises, one of India’s leading business groups with interests in

telecom, financial services, retail, reality, manufacturing and agriculture.

Airtel is one of Asia’s leading providers of telecommunication services with

presence in all the 22 licensed jurisdiction (Also known as Telecom Circles) in

India and Sri Lanka.

Airtel not only deals with telecom but also it has many other products. It has

pioneered several innovations in telecom sectors. The company is structured

into four strategic business units:- Mobile, Tele Media, Enterprise and Digital

TV.

The mobile business offers services in India, Sri Lanka and Bangladesh. 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

telcos.

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INTRODUCTION

Airtel was born free, a force unleashed into the market with a relentless and

unwavering determination to success. A spirit charged with energy, creativity

and a team driven “to seize the day” with an ambition to become the most

globally admired telecom service. Airtel, in just ten years of operations, rose to

the pinnacle to achievement and continues to lead.

As India’s leading telecommunications company Airtel brand has played the

role as a major catalyst in India’s reforms, contributing to its economic

resurgence.

Today we touch people’s lives with our Mobile services, Telemedia services, to

connecting India’s leading 1000+ corporate. We also connect Indians living in

USA, UK and Canada with our callhome service.

Partners of Airtel:-

1. Network equipment

Mobile Services : Nokia Siemens, Ericsson, Huawei.

Telemedia & Long Distance Services : Nokia Siemens, Juniper, Cisco, Alcatel

Lucent, ECI, Tellabs.

2. Information Technology : IBM

3. Call Centre Operations : IBM Daksh, Hinduja, Teleperformance,

Mphasis, Firstsource & Aegis.

4. Equity Partner ( Strategic ) : Singtel.

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SCOPE OF THE STUDY

1. It helps students to understand the working environment and the

procedural setup of the organization/company.

2. It is useful for the students for further reference.

3. It helps the students to gain practical knowledge.

4. To know about the Telecom Sector and the rising competition in this

particular field.

5. To know about the functioning of the Telecom company.

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OBJECTIVE OF THE STUDY

1. To know about the company and its nature.

2. To know about the different types of the product they are dealing with.

3. To know about the merits and demerits of the company.

4. To know about the shortfall in their products that is running in the

market.

5. To know the types of services that they are offering to their customers.

6. To know about the Internal and External environment of the company.

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METHODOLOGY

The branch of philosophy that analyzes the principal and procedures of inquiry

in a particular discipline. Also the method applied to collect the required

information from the company.

Primary Data:

Primary Data’s are first hand data those which are collected from the direct

source. Here data’s are collected by meeting the officials personally. This

method of collection of data is very helpful as because we can know about the

internal matter and also be able to get different answers as the mentality of

person varies.

Secondary Data:

Secondary Data’s are the second hand data which are usually taken or collected

from the existing records.

Data’s collected from secondary sources are like company’s record of work,

company’s web sites, reference texts, the documents of the company.

The purpose behind the collection of the data’s is to know about the past

position of the company and the feedback of the customers towards the

company and also the product of the company.

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LIMITATIONS:

There is no such work which remains untouched with the limitation. But no

company will let themselves down by letting us know what are there

limitations.

And also the company didn’t provide me the data’s as those were confidential

and were not discloseable in general.

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Industry profile

Meaning and Definition of Telecommunication

Telecommunications, also called telecommunication, is the exchange of

information over significant distances by electronic means. A complete, single

telecommunications circuit consists of two stations, each equipped with a

transmitter and a receiver. The transmitter and receiver at any station may be

electrical combined into a single device called transceiver. The medium of

signal transmission can be electrical wire or cable ( also known as ‘copper’ ),

optical fibre or electromagnetic fields. The free-space transmission and

reception of data by means of electromagnetic fields is called wireless.

The simplest form of telecommunications takes place between two stations.

However, it is common for multiple transmitting and receiving stations to

exchange data among themselves. Such an arrangement is called

telecommunications network. The Internet is the largest example. On a smaller

scale, example include: Telephone networks, Corporate and academic wide-area

networks(WANs), Police and fire communication system.

HISTORY OF TELECOMMUNICATION:

The history of telecommunication began with the use of smoke

signals and drums in Africa, the Americas and parts of Asia. In the 1790s the

first fixed semaphore systems emerged in Europe; however it was not until the

1830s that electrical telecommunication systems started to appear. This article

details the history of telecommunication and the individuals who helped make

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http://en.wikipedia.org/wiki/Telecommunication

http://en.wikipedia.org/wiki/Europe

http://en.wikipedia.org/wiki/Semaphore_line

http://en.wikipedia.org/wiki/Asia

http://en.wikipedia.org/wiki/Americas

http://en.wikipedia.org/wiki/Africa

http://en.wikipedia.org/wiki/Drum_(communication)

http://en.wikipedia.org/wiki/Smoke_signal



telecommunication systems what they are today. The history of

telecommunication is an important part of the larger history of communication.

Now let us see how the telecommunication has improved from the olden days of

smoke signals and drums to the new changing technology of fast internet and

mobile phones.

Early Telecommunication:

Early telecommunications included smoke signals and drums. Drums were used

by natives in Africa, New Guinea and South America, and smoke signals

in North America and China. Contrary to what one might think, these systems

were often used to do more than merely announce the presence of a camp.

In 1792, a French engineer, Claude Chappe built the first visual telegraphy

(or semaphore) system between Lille and Paris. This was followed by a line

from Strasbourg to Paris. In 1794, a Swedish engineer, Abraham

Edelcrantz built a quite different system from Stockholm to Drottningholm. As

opposed to Chappe's system which involved pulleys rotating beams of wood,

Edelcrantz's system relied only upon shutters and was therefore faster. However

semaphore as a communication system suffered from the need for skilled

operators and expensive towers often at intervals of only ten to thirty kilometres

(six to nineteen miles). As a result, the last commercial line was abandoned in

1880.

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http://en.wikipedia.org/wiki/Drottningholm

http://en.wikipedia.org/wiki/Stockholm

http://en.wikipedia.org/wiki/Abraham_Niclas_Edelcrantz

http://en.wikipedia.org/wiki/Abraham_Niclas_Edelcrantz

http://en.wikipedia.org/wiki/Paris

http://en.wikipedia.org/wiki/Strasbourg

http://en.wikipedia.org/wiki/Paris

http://en.wikipedia.org/wiki/Lille

http://en.wikipedia.org/wiki/Semaphore_line

http://en.wikipedia.org/wiki/Claude_Chappe

http://en.wikipedia.org/wiki/China

http://en.wikipedia.org/wiki/North_America

http://en.wikipedia.org/wiki/South_America

http://en.wikipedia.org/wiki/New_Guinea

http://en.wikipedia.org/wiki/Africa

http://en.wikipedia.org/wiki/Drum_(communication)


http://en.wikipedia.org/wiki/History_of_communication


Telegraph and Telephone:

A very early experiment in electrical telegraphy was an 'electrochemical'

telegraph created by the German physician, anatomist and inventor Samuel

Thomas von Sömmering in 1809, based on an earlier, less robust design of 1804

by Catalan polymath and scientist Francisco Salvá i Campillo. Both their

designs employed multiple wires (up to 35) in order to visually represent almost

all Latin letters and numerals. Thus, messages could be conveyed electrically up

to a few kilometres (in von Sömmering's design), with each of the telegraph

receiver's wires immersed in a separate glass tube of acid.

The first commercial electrical telegraph was constructed in England by

Sir Charles Wheatstone and Sir William Fothergill Cooke. It used the deflection

of needles to represent messages and started operating over twenty-one

kilometres (thirteen miles) of the Great Western Railway on 9 April 1839. Both

Wheatstone and Cooke viewed their device as "an improvement to the [existing]

electromagnetic telegraph" not as a new device.

In 1880, Bell and co-inventor Charles Sumner Tainter conducted the world's

first wireless telephone call via modulated light beams projected

by photophones. The scientific principles of their invention would not be

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http://en.wikipedia.org/wiki/Photophone

http://en.wikipedia.org/wiki/Charles_Sumner_Tainter

http://en.wikipedia.org/wiki/Great_Western_Railway

http://en.wikipedia.org/wiki/William_Fothergill_Cooke

http://en.wikipedia.org/wiki/Charles_Wheatstone

http://en.wikipedia.org/wiki/England

http://es.wikipedia.org/wiki/Francesc_Salv%C3%A0_i_Campillo

http://en.wikipedia.org/wiki/Polymath

http://en.wikipedia.org/wiki/Pa%C3%AFsos_Catalans

http://en.wikipedia.org/wiki/Samuel_Thomas_von_S%C3%B6mmering

http://en.wikipedia.org/wiki/Samuel_Thomas_von_S%C3%B6mmering

http://en.wikipedia.org/wiki/Germans

http://en.wikipedia.org/wiki/Electrical_telegraph


utilized for several decades, when they were first deployed in military and fiber-

optic communications.

Radio and Television:

In 1832, James Lindsay gave a classroom demonstration of wireless

telegraphy to his students. By 1854 he was able to demonstrate a transmission

across the Firth of Tay from Dundee to Woodhaven, a distance of two miles

(3 km), using water as the transmission medium.

On March 25, 1925, Scottish inventor John Logie Baird publicly demonstrated

the transmission of moving silhouette pictures at the London department

store Selfridges. In October 1925, Baird was successful in obtaining moving

pictures with halftone shades, which were by most accounts the first true

television pictures. This led to a public demonstration of the improved device

on 26 January 1926 again at Selfridges. Baird's first devices relied upon

the Nipkow disk and thus became known as themechanical television. It formed

the basis of semi-experimental broadcasts done by the British Broadcasting

Corporation beginning September 30, 1929.

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http://en.wikipedia.org/wiki/British_Broadcasting_Corporation

http://en.wikipedia.org/wiki/British_Broadcasting_Corporation

http://en.wikipedia.org/wiki/Mechanical_television

http://en.wikipedia.org/wiki/Nipkow_disk

http://en.wikipedia.org/wiki/Selfridges

http://en.wikipedia.org/wiki/Halftone

http://en.wikipedia.org/wiki/Selfridges

http://en.wikipedia.org/wiki/John_Logie_Baird

http://en.wikipedia.org/wiki/Woodhaven,_Fife

http://en.wikipedia.org/wiki/Dundee,_Scotland

http://en.wikipedia.org/wiki/Firth_of_Tay

http://en.wikipedia.org/wiki/Wireless_telegraphy

http://en.wikipedia.org/wiki/Wireless_telegraphy

http://en.wikipedia.org/wiki/James_Bowman_Lindsay

http://en.wikipedia.org/wiki/Fiber-optic_communication

http://en.wikipedia.org/wiki/Fiber-optic_communication


After mid-century the spread of coaxial cable and microwave radio

relay allowed television networks to spread across even large countries.

Computer networks and the Internet:

On September 11, 1940, George Stibitz was able to transmit problems

using teletype to his Complex Number Calculator in New York and receive the

computed results back at Dartmouth College in New Hampshire.[17] This

configuration of a centralized computer or mainframe with remote dumb

terminals remained popular throughout the 1950s. However it was not until the

1960s that researchers started to investigate packet switching — a technology

that would allow chunks of data to be sent to different computers without first

passing through a centralized mainframe. A four-node network emerged on

December 5, 1969 between the University of California, Los Angeles,

the Stanford Research Institute, the University of Utah and the University of

California, Santa Barbara. This network would become ARPANET, which by

1981 would consist of 213 nodes. In June 1973, the first non-US node was

added to the network belonging to Norway's NORSAR project. This was shortly

followed by a node in London.

ARPANET's development centred around the Request for Comment process

and on April 7, 1969, RFC 1 was published. This process is important because

ARPANET would eventually merge with other networks to form

the Internet and many of the protocols the Internet relies upon today were

specified through this process. In September 1981, RFC 791 introduced

the Internet Protocol v4 (IPv4) and RFC 793 introduced the Transmission

Control Protocol (TCP) — thus creating the TCP/IP protocol that much of the

Internet relies upon today. A more relaxed transport protocol that, unlike TCP,

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http://en.wikipedia.org/wiki/Transmission_Control_Protocol

http://en.wikipedia.org/wiki/Transmission_Control_Protocol

http://tools.ietf.org/html/rfc793

http://en.wikipedia.org/wiki/Internet_Protocol


http://en.wikipedia.org/wiki/Internet


http://en.wikipedia.org/wiki/Request_for_Comment

http://en.wikipedia.org/wiki/ARPANET

http://en.wikipedia.org/wiki/Norway

http://en.wikipedia.org/wiki/ARPANET

http://en.wikipedia.org/wiki/University_of_California,_Santa_Barbara

http://en.wikipedia.org/wiki/University_of_California,_Santa_Barbara

http://en.wikipedia.org/wiki/University_of_Utah

http://en.wikipedia.org/wiki/Stanford_Research_Institute

http://en.wikipedia.org/wiki/University_of_California,_Los_Angeles

http://en.wikipedia.org/wiki/Packet_switching

http://en.wikipedia.org/wiki/Mainframe_computer

http://en.wikipedia.org/wiki/History_of_telecommunication#cite_note-16

http://en.wikipedia.org/wiki/New_Hampshire

http://en.wikipedia.org/wiki/Dartmouth_College

http://en.wikipedia.org/wiki/New_York

http://en.wikipedia.org/wiki/Teletype

http://en.wikipedia.org/wiki/George_Stibitz

http://en.wikipedia.org/wiki/Television_network

http://en.wikipedia.org/wiki/Microwave_radio_relay

http://en.wikipedia.org/wiki/Microwave_radio_relay


did not guarantee the orderly delivery of packets called the User Datagram

Protocol (UDP) was submitted on 28 August 1980 as RFC 768. An e-mail

protocol, SMTP, was introduced in August 1982 by RFC 821 and http://1.0 a

protocol that would make the hyperlinked Internet possible was introduced on

May 1996 by RFC 1945.

However not all important developments were made through the Request for

Comment process. Two popular link protocols for local area networks (LANs)

also appeared in the 1970s. A patent for the Token Ring protocol was filed

by Olof Söderblom on October 29, 1974.[20] And a paper on

the Ethernet protocol was published by Robert Metcalfe and David Boggs in the

July 1976 issue of Communications of the ACM.[21]

Internet access became widespread late in the century, using the old

telephone and television networks.

Telecom in India:

The Indian telecommunications industry is one of the world’s fastest growing

industries, with 653.92 million telephone (landlines and mobile) subscribers and

617.53 million mobile phone connections as of may 2010. It is also the second

largest telecommunication network in the world in terms of number of wireless

connections after China. The Indian Mobile subscriber base has increased in

size by a factor of more than one-hundred since 2001 when the number of

subscriber in the country was approximately 5 million to 617.53 million in May

2010.

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http://en.wikipedia.org/wiki/Internet_access


http://en.wikipedia.org/wiki/Communications_of_the_ACM

http://en.wikipedia.org/wiki/David_Boggs

http://en.wikipedia.org/wiki/Robert_Metcalfe

http://en.wikipedia.org/wiki/Ethernet


http://en.wikipedia.org/wiki/Olof_S%C3%B6derblom

http://en.wikipedia.org/wiki/IBM_token_ring

http://en.wikipedia.org/wiki/Local_area_network




http://en.wikipedia.org/wiki/HTTP


http://en.wikipedia.org/wiki/SMTP


http://en.wikipedia.org/wiki/User_Datagram_Protocol

http://en.wikipedia.org/wiki/User_Datagram_Protocol


As the fastest growing telecommunications industry in the world, it is projected

that India will have 1.159 billion mobile subscriber by 2013. The industry is

expected to reach a size of Rs. 344,921 crore by 2012 at a growth rate of over

26 percent and generate employment opportunities for about 10 million people

during the same period. According to the analysts, the sector would create direct

employment for 2.8 million people and for 7 million indirectly.

Modern Growth:

A large population, low telephony penetration levels, and a rise in consumers’

income and spending owing to strong economic growth have helped make India

the fastest-growing telecom market in the world. The first operator is the state-

owned incumbent BSNL. BSNL was created by corporatization of the erstwhile

DTS (Department of Telecommunication Service), a government unit

responsible for provision of telephony services. Subsequently, after the

telecommunication policies were revised to allow private operators, companies

such as Vodafone, Bharti Airtel, Tata Indicom, Idea Cellular, Aircel and Loop

Mobile have entered the space.

In 2008-2009 rural India outpaced urban India in mobile growth rate. Bharti

Airtel now is the largest telecom company in India.

India’s mobile phone market is the fastest growing in the world, with companies

adding some 20.31 million new customers in March 2010. The tatal number of

telephones in the country crossed the 600 million mark in Feb 2010. The overall

tele-density has increased t 44.85% in Oct 2009.

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The total wireless subscribers (GSM, CDMA & WLL (F)) base is more than

543.20 million now. The wireline segment subscriber base stood at 37.06

million with a decline of 0.12 million in Dec 2009.

Indian telecom sector: recent policies

All the Villages shall be covered by telecom facility by the end of 2002.

National Long Distance Service (NLD) is opened for Unrestricted entry.

The International Long Distance (ILDS) have been opened to

competition.

The basic services are open to competition.

Policies allowing private participation have been announced as per the

New Telecom Policy (NTP), 1999 in several new services, which

includes Global Mobile Personal Communication by Satellite (GMPCS)

Services, digital Public Mobile Radio Trunked Service (PMRTS), Voice

Mail/ Audiotex/ Unified Messaging Service.

Two telecom PSUs, VSNL and HTL have been disinvested.

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Market Share of Wireless Operator In India:

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COMPANY PROFILE

Airtel is one of Asia’s leading providers of telecommunication services with

presence in all the 22 licensed jurisdictions( also known as Telecom Circles ) in

India and in Sri Lanka. It served an aggregate of 133,708,496 customers as of

April 30, 2010, in India; of whom 130,616,487 subscribe to GSM services and

3,092,009 use Telemedia Services either for voice and/or broadband access

delivered through DSL. Airtel is the largest wireless service provider in the

country, based on the number of customers as of April 30, 2010. It offer an

integrated suite of telecom solutions to their enterprise customers, in addition to

providing long distance connectivity both nationally and internationally. They

also offer DTH and IPTV Services. All these services are rendered under a

unified brand “AIRTEL”

The company also deploys, owns and manages passive infrastructure pertaining

to telecom operations under its subsidiary Bharti Infratel Limited. Bharti

Infratel owns 42% of Indus Towers Limited. Bharti Infratel and Indus Towers

are two top providers of passive infrastructure services in India

Factsheet:

Name Bharti Airtel Limited.

Business

Description

Provides mobile services in all the 22 telecom

circles in India, Srilanka and Bangladesh. Was

the first private operator to have an all India

presence.

Provides telemedia services (fixed line and

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broadband services through DSL) in 89 cities

in India.

Also offers DTH and IPTV services.

Established July 07, 1995, as a Public Limited Company

Proportionate

Revenue

Rs. 396,150 million (year ended March 31,

2010-Audited)


2009-Audited)

As per US GAAP Accounts

Proportionate

EBITDA


2010 - Audited)


2009 - Audited)

As per US GAAP Accounts

Shares in Issue 3,797,530,096 as at Mar 31, 2010

Listings The Stock Exchange, Mumbai (BSE)

The National Stock Exchange of India Limited

(NSE)

Market

Capitalisation

Stock Quote: BSE: INR 295.00

Customer Base 130,616,487 GSM mobile and 3,092,009

Telemedia Customers (status as on Apr 30,

2010)

Operational Provides GSM mobile services in all the 22

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Network telecom circles in India, Srilanka and

Bangladesh. Was the first private operator to

have an all India presence. Provides telemedia

services (fixed line) in 89 cities in India.

Registered

Office

Bharti Airtel Limited

(A Bharti Enterprise)

Bharti Crescent, 1 Nelson Mandela Road,

Vasant Kunj Phase II

New Delhi - 110 070

Tel. No.: +91 11 4666 6100

Fax No.: +91 11 4666 6411

VISION AND PROMISE:

Airtel is the most admired brand in India:

Loved by more customers

Targeted by top talent

Benchmarked by more businesses

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We at Airtel always think in fresh and innovative ways about the need of the

customers and how we want them to feel. We deliver what we promise and go

out of our way to delight the customer with a little bit more”

AWARDS AND RECOGNITION:

For the Year: 2010-2011

Airtel has won the ‘Most Preferred Cellular Service Provider Brand’ award

at the CNBC Awaaz Consumer Awards in Mumbai. This is 6th year in a row that

Airtel has won the award in this category. This year, the awards were based on

an exhaustive consumer survey done by The Nielsen Company. Over 3,000

consumer, spanning 19 cities and 16 states in India, rated brands across different

categories to choose brands which delivered true value of money.

Bharti Airtel has received the prestigious Businessworld-FICCI-SEDF

Corporate Social Responsibility Awards 2009-2010. The FICCI Socio

Economic Development Foundation( FICCI-SEDF ) and Businessworld CSR

awards was instituted in 1999 to recognize exemplary responsible business

practices by the Indian Industry

For the Year 2009-2010:

Bharti Airtel rated as India’s Best Enterprise Connectivity Provider for 2009 at

the Annual Users’ Choice Awards instituted by PC Quest.

Bharti Airtel has been recognized as the Best Global Wholesale Carrier for 2009

at the Telecoms World Awards Middle East by Terrapin.

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Airtel was rated as the ‘Strongest Band’ in the Economic Times Brand Finance

Brand Power Rating 2009. It is the only Corporate Brand to be awarded the

AAA rating.

Airtel ranked second in the Economic Times-Brand Equity Most Trusted Brand

Survey 2009.

Bharti Airtel ranked India’s second most valuable company, by Business Today

in 2009.

Quarterly Results:

The periods for the quarterly results are demarcated into four quarters in a

particular year.

The individual quarters are a cumulative sum of the months as described -

Quarter 4 (January, February, March)

Quarter 3 (October, November, December)

Quarter 2 (July, August, September)

Quarter 1 (April, May, June)

Annually Results:

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This section constitutes of the company’s detailed financial statements. The

financial data is available in United States Generally Accepted Accounting

Principles (US GAAP) and Indian GAAP (Annual Reports).

PRODUCT PROFILE

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The Products which are offered by Airtel is very unique and attractive to the

customers. They also provide with lots of benefit and attractive key features to

the customers.

Airtel deals in four product or we can say that it is divided into four segments of

Airtel. They are:-

1. MOBILE

2. BROADBAND

3. DIGITAL TV

4. FIXED LINES

MOBILE:

Under mobile it is again divided into four. They are: Post Paid, Pre Paid, Black

Berry and Smart Phones. People can opt according to their requirement and

usage. All the provided schemes are available to the customer without any much

problem.

POST PAID:

Here Post Paid means after using the service we are to pay the amount that

which the customer has used. In post paid we are to select the Tariff before the

usage. According to the Tariff, we will receive our bill. Then comes the way by

which we can pay our bill. Airtel has provided hell lots of facilities for payment

of bill hassle free. We can pay our bill through Internet, Paying to the Airtel bill

payment outlets, through mobile and if you want to pay your bill sitting at home

that is also possible without the use of internet, mobile, etc. A collection of bill

from home is also possible with the help of collection boy who comes at your

door steps and collects your bill amount.

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Auto roaming facility is given in post paid mobile connection. We can also get

post paid connection along with handset if required.

PRE PAID

Pre Paid means we have to pay before we use the service. In case of pre paid we

have different denominations of vouchers, we have to buy the recharge

vouchers and then by entering the 12-digit number we have to recharge our

number. We can also recharge our number online, with Lapu facility or by

buying the recharge vouchers.

Handset is also available with Pre Paid connections. We also have different

tariff for pre paid and for reducing the call charges, those which are called as

Power Recharge also. Roaming facilities are also give in pre paid all over India

other than North East and Jammu & Kashmir for security reasons.

BLACK BERRY

BlackBerry from Airtel is an ‘always connected’ wireless solution providing

easy and secure access to your email and data. BlackBerry is the world’s most

integrated communication device on Airtel. With this we can now be constantly

accessible on mail, talk on phones and surf the internet at the same time,

schedule and coordinate appointments in the middle of meetings, raise approval

request, log in orders, update business databases and stay connected to your

colleagues, customers, friends and family from anywhere, anytime.

KEY FEATURES

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Email SMS/MMS Wireless Internet

Organiser Camera* Attachments

Instant

MessagingCalender Media*

SMARTPHONES

Smartphones are those which is supported by Windows mobile 6.5. We can say

this smartphones as Mobile PC. We can access in internet and can keep all

updates almost all the times. It has a very strong memory backup and can keep

in its memory for longer time.

BROADBAND

Broadband is a high speed internet service which is provided by Airtel. As we

all know how the broadband connection is, it comes with an extra wire which

is connected with PC or Laptop whatever with the customer wants to use it. It

also has different tariffs and many other variations in it. It is not moveable in

every place, we have to use in that place where we have taken the connection.

The broadband service is very much popular and is acceptable by the customer.

It has a very great demand in the market.

DIGITAL TV

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Now a days this digital TV has become very famous and popular among the

people. This digital TV comes with a dish which is directly connected with the

satellite. In this service we can choose the channel required according to our

wish. In digital TV also we have to subscribe for the channels. The picture

quality with digital TV is very high and is very much clear.

With digital TV we have the facility of recording and pause the programme.

The provided cable TV service is now a days getting extinct among the people.

With this modern change in technology people are also opting the change.

FIXED LINE

Fixed lines we all know what exactly it is. This are those telephone lines which

is fixed in one place and is connected with a wire. This fixed lines are usually

used in homes, shops, telephone boots, office, etc where the mobility of the

phone line is not there. BSNL was the first to provide with fixed lines in the

country. Now almost all the telecom company’s provide fixed line connection.

This fixed line has also the different tariffs. The fixed line is usually post paid,

but we can opt for pre paid also. This is very much helpful to the customer

because it has a less failure of lines and almost nil network problems.

This is all about the product of Airtel which is provided in the market for the

customer. All the products of Airtel is running successfully in the market

without any failure. The service which is provided by Airtel is speechless and in

any problem with the product they try to help the customer as fast as possible.

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All the product has unique features in itself. All are different in their perspective

fields and because of the unique characteristics of the product, the brand

AIRTEL is acceptable in the market.

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CUSTOMER SERVICE DELIVERY

Customer Service Delivery is one of the very essential department of the

organization. It plays a very vital role in the organization. This department starts

working right from the beginning when a customer applies for a connection.

CSD is the department which is to sort out any kind of problem faced by the

customer. The department is playing a very vital role in retaining the customers.

Let us now know in broad how this particular department functions. When a

customer wishes to take a connection he/she first goes to particular outlet where

a connection is available. Then the customer fills up the form and takes a

connection. This department then starts its work, they send for the verification

of the customer who has applied for the connection. After the verification is

done the connection of the customer gets activated and the customer starts using

it.

After that, if the customer wants to use other services provided by the company,

the customer will either go to the outlets or call in the help desk for further

query or to know about the schemes provided. All this role play is handled by

the CSD department itself. We can say that this department is directly

connected with the customers 24 hours.

The information’s that we receive through Value Added Service( i.e. SMS) is

all done by this department itself. They always keeps the customers aware of the

newly launched schemes and try to benefit the customers. To benefit a customer

a company should always resolve the problems of the customers that they are

facing. They also should not only resolve the problem and leave, but they

should also follow up the customers from time to time and create goodwill

among them.

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All this is done by the CSD department very smoothly and accurately. If this

department fails to perform then there will be a great chaos in the company and

may fail to proceed further.

The department has three touch-points:-

Now let me tell in details what are the Touch Points and what they actually

does:-

OUTLETS:

The outlets are those where a connection is available and a customer can go and

grab. The outlets are made by the company for easy access of the connection. If

suppose a customer is facing any problem, he/she will go to the outlet first and

ask what to do regarding it. They here at this point provide service to the

customers for easy access and contact the company as and when required. The

outlets work on behalf of the company and provide service to the customers.

Through outlets a customer pays bill, recharge the number, launch complains,

etc. Outlets are first place where from the functioning of the department starts.

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TOUCH POINTS

OUTLETS CALL CENTRE SELF SERVICE


CALL CENTRE:

We are very much familiar with the term Call Centre. We know what it does

and how it functions. A call centre receives a call from a customer and treats the

customer according to their needs.

A customer contacts a call centre through a given helpline number by the

company. The call centre deals with the complains and also provide with

information that is required to the customer.

This is a place where they tries to solve the problem online if possible or they

take the complain from the customer and gives the customer a complain

number. Now a days call centre is available in almost all the company’s. The

main function of call centre is to solve the problem of the customers and follow

up.

SELF SERVICE :

This is a touch point where a customer does everything themselves. This is done

with SMS service. By following the guide one can do it. Here what happen is if

a person wants to activate a service like miss call alert, caller tune, news, etc.

The customer can read the instruction and do it by himself by sending one SMS

or by dialling a specified number.

If a customer wants to check the balance amount of the number using for a pre-

paid customer or if a post-paid customer wants to know the bill amount of the

number, then the customer can by dialling the specified number provided by the

service provider can check it.

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No department is possible to control and run smoothly if it is not sub-divided.

Likewise this department has three sub-divisions:-

1. Sales and Marketing.

2. Network

3. Customer Service

COMPLAIN MANAGEMENT CELL:

The CSD department has a special cell where it deals with the complain of the

customers. The cell is known as Complain Management Cell.

The complain management cell keeps an eye on the complain which

goes to the back end.

They see’s whether the issues are resolved or not.

They try to find out what is the matter of the complain.

They resolves the complain and follow up their customers.

Eg: if a customer is having a problem with hello tunes or network, the

customer lodges a complain to the company through the call centres

and solves the problem.

This is how the complain management cell works and plays a vital role in

retaining their customers. The complain management cell works for whole day

and night to satisfy the customers and resolve their problems. Without this it

would have been very difficult to retain customers.

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The CSD department has three departments. They are shown below:

SELF CARE AND IVR(INTERACTIVE VOICE

RECORDER)

This department aware customer about the launch of new product through

message or through IVR. There are some customers who doesn’t have time to

go through the newly launched schemes and products in the market, in such

case this department plays a very vital role in self caring the customers and

making them aware of the products in the market.

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CSD

CONTACT EXPERIENCE

SERVICE EXPERIENCE

ZONAL OPERATION

Call centre, IVR(Interactive Voice Recorder), Service Recovery.

Communication, Collection, Service, Provisioning, Risk and Credit.


ESCALATION LEVEL

This are the levels of solving the problems of the customers whoever launches

complains regarding facing of any problems with the service of the company.

This has three level of solving the problems, they are:-

LEVEL 1: Front Line

LEVEL 2: Nodal Officer

LEVEL 3: Applete Officer

After all this different divisions and all the levels of the CSD department, all

this are divided into two parts POST PAID and PRE-PAID. All the problems

are solved accordingly with the connection available with the customers.

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HUMAN RESOURCE DEPARTMENT

Organizations are made up of people and functions through people. Human

resources are the wealth of the organization. No organization can run without

human being. This human being helps the organization to achieve goals and

targets of the organization. It is the total knowledge, ability, talents and aptitude

of an organization work force.

Human resource management (HRM) is the understanding and application of

the policy and procedures that directly affect the people working within the

project team and working group. These policies include recruitment, retention,

reward, personal development, training and career development.

According to Edwin B. Flippo HRM is “the planning, organizing, directing and

controlling of the procurement, development, compensation, integration,

maintenance and production of human resources to the end that individual,

organizational and societal objectives are accomplished”

Human Resource Management is the process of binding people and

organization together so that the objectives are achieved. Organizations are not

mere bricks, motor, machines or inventories. They are people. It is the people

who staff and manage organization.

OBJECTIVES OF HRM:

Objectives are predetermined goals to which individual or group activity in

organization is directed. Obesity of personal management is influenced by

organizational goals, individual goals and social goals are instituted to attain

certain specific goals. There are some of the basic objectives of HRM:

To create and utilize the people in the organization.

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Motivate the workforce to accomplish the basic organizational goals.

Harmonious relation among all the members/workers of the organization.

Effective utilization of the human resources.

Provide training to the workers to improve their skills.

The Human Resource department in Airtel is divided into four sub-divisions.

Let us see what the entire department does and how it functions:

Now let us see what this departments usually does and what they provide to the

employees of the organization.

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HUMAN RESOURCE

TALENT ACQUISITION

LEARNING AND DEVELOPMENT

HUMAN RESOURCE OPERATIONS

ADMINISTRATION/ SUPPORT FUNCTION


TALENT ACQUISITION:

1. ORGANIZATION STRUCTURE.

For talent acquisition the HR department should be familiar with the

organization structure. Because if they are not then they cannot know what are

the people required and in which department.

2. MANPOWER REQUIREMENT/ PLANNING.

Then comes the requirement of the manpower in the organization. Accordingly

the HR manager will plan and recruit people in the organization and fill up the

gap. While recruitment the company also has certain criteria for selection of

candidates. The company sees whether the company requires an MBA or

Graduate or Engineer i.e. we can say the type. They also sees that what type of

skill is required for the job.

According to Gisler, “Man power planning is the process- including forecasting,

developing and controlling by which a firm ensures that it has the right number

of people and right kind of people at the right time at right place, doing work for

which they are economically most useful.”

3. SOURCING.

Means what are the sources of selection of candidate. Candidates can selected

from the Educational Institute, Consultancies, Job Sites and Direct Approach.

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4. HIRING.

Hiring means the process of selection of the candidate. The steps included in

hiring are:-

STEP 1: Short listing of the CV’s submitted by the candidate.

STEP 2: Call for interview is given to the candidates. Again the type of

interview may be Verbal, Written and Psychometric.

STEP 3: Finally the selection of an candidate is done wherein the Offer letter is

given to the candidate, Appointment letter is given, Reference Check is done

and also the Medical check up.

5. INDUCTION/ORIENTATION:

After all the above formalities are done then comes the Induction Programme

where the newly joined employees are made familiar with the organization and

the Rules regulations and the policies of the organization. It also includes the

joining formalities and organization orientation.

LEARNING AND DEVELOPMENT

1. PMS (PERFORMANCE MANAGEMENT SYSTEM):

This is a system where the performance of an employee is measured based on

the annual KRA’s .

2. CAREER DEVELOPMENT OF EMPLOYEE.

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3. TRAINING AND DEVELOPMENT.

In this the employees are provided with training programmes to increase their

efficiency and potentiality.

HUMAN RESOURCE AND OPERATIONS

This sub division of HR department looks after the Salary of the employees,

compensation, Fringe Benefits and also records all the information regarding

the employees working in the organization.

ADMIN/SUPPORT FUNCTION

This looks after all kinds of support and facilities of the organization.

PROCEDURE FOR PROMOTION:

Promotion or level up gradation is based on the performance basis the KRA’s.

Employees are evaluated on the key business parameters and on their leadership

skills through a rigorous evaluation process during the annual PMS

( Performance Management System). Promotion also depends on the job

requirement visa vis the current competencies required.

TRANSFER PROCEDURE:

In Bharti all employment contracts are subject to transfer as per company’s

requirement. Employee can also opt for transfer /movement from one location

to another due to family reasons .

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MARKETING DEPARTMENT

Marketing can defined as:

According to Philip Kotler Marketing is “Marketing is analyzing, organizing,

planning and controlling of the firms customer impinging resources, policies

activities with a view to satisfying the needs and wants of chosen customer

groups at a profit.”

Marketing occupies an imperative position in the organization of a business

unit. The traditional view of the marketing asserts that the customers will accept

whatever product the seller offers them. In this way the main concern of the

producer is to produce without considering the changes. The modern concept

may be viewed from the customer’s point of view. Marketing is customer-

centered, i.e.it resolves entirely around the ultimate consumer. The producer

cannot produce whatever he likes but he has to produce what customer needs.

In this way, marketing executes all those functions, which are necessary to pass

on goods from the producer to the customers in a process to satisfy there needs.

Thus the primary objectives of modern marketing is the satisfaction of

customers needs. Therefore, marketing functions are not limited to the functions

of buying and selling but they include all functions necessary to satisfy the

customer such as financing, storage, risk bearing and after sale service etc.

The Marketing Department maintains and adheres to certain policies and

procedure that have been framed in the same manner just other departments

maintain their policies and procedure for the overall benefit of the organization.

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The structure of the Marketing department maintain by AIRTEL.

We all know that the work of an mobile over’s when we make a call by pressing

the green button and cancelling with the red button. But there is a lot to know

beyond this. Paying bill and recharging with the number doesn’t end up. From

the organization point of view there is a lot work to be done to satisfy the

customers.

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MARKETING

ACQUISATION

CUSTOMER LIFE CYCLE MANAGEMENT

VALUE ADDED SERVICE

BUSINESS PLANNING AND CUSTOMER INSIGHT

MARCOM/ BRAND TEAM

BABY CARE

MASS

HIGH VALUE

INACTIVITY


ACQUISITION:

This is the department where customers when enters new into the service, this

team plays a role there. They on board the customers in the company.

CUSTOMER LIFE CYCLE MANAGEMENT:

BABY CARE:

Baby care is taken to those customers who are new for the company. And to

make them comfortable with the company this care is taken. They are provided

all the information and make the customer what all the products and schemes

are available.

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ENTRY EXIT

LIFE CYCLE OF A CUSTOMER


MASS:

Mass group is that which means there are a large number of customers. And the

mass group is the Pre Paid users. The company tries to retain the number of

users. They are not so concerned with the income from them, but concerned

mostly about the huge number of customers in the company.

HIGH VALUE:

High Value customers are the Post Paid customers. The number of Post Paid

customers is less, but the revenue generated from the Post Paid customer is

high. So the company tries to maintain the revenue earned from customer.

INACTIVITY:

This department plays a role when a customer comes out of the Cycle. They

play a role of retaining the customers by offerings other schemes and by asking

the reason behind leaving the company. And if the customer agrees with the

new schemes offered by the company, they continues with the service and if not

they will leave the company.

VALUE ADDED SERVICE:

Value Added Service is the service which is not a voice call, i.e. SMS, MMS,

etc.

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MARCOM/ BRAND TEAM:

This team is the medium of communication between the company and the

customer. They influence the selling of a product in the market. They express

the thought of the company in a practical form to the customers.

BUSINESS PLANNING AND CUSTOMER INSIGHT:

This department plan the future of the business and how to present them in the

market so that they can attract the customers and grow up their business.

The marketing department has to monitor their customers all the time. They are

the only one who can fulfil the need, desire and wants of the customer. It is very

much important to know how the customer treats the product in the market. The

marketing department creates brand awareness in the market.

The marketing department creates new outlets in the market so that the brand

can perform well and also made available to the customers.

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FINANCE DEPARTMENT

Finance is the lifeblood of the business. Finance can be defined as the activity

concerned with the planning, raising, controlling and acquiring of funds used in

the business. Finance is the process of acquiring and utilizing funds by a

business. Without proper financial management, organization cannot achieve its

objectives.

“Bad production management and bad sales in hundreds, but faulty Finance

slain in thousand”

It is the master key, which provides access to all the sources for being employed

in the manufacturing and merchandising activities. It has rightly been said that

business needs money to make more money, when it is properly managed.

Hence, efficient management of every business enterprise is closely linked with

efficient management of its finance.

Although it may be difficult to separate the finance functions from production

marketing and other functions themselves can be readily identified. We may

identify two kinds of finance functions:

1. Managerial

2. Routine

Managerial finance functions are so called because they require skilful

planning, control and executing of financial activities.

Routine finance functions do not require a great managerial ability to carry them

out. They are chiefly clerical and are incidental to the effective handling of the

managerial finance functions.

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a) Investment or assets mixed decisions

b) Financing or capital mixed decision.

For the effective execution of the managerial functions, the identical routines

have to be performed. These decision concern the procedure and involve a lot of

paper works and time. Some of them are below:

a) Supervision of cash receipt and payment and safeguarding of cash

balances.

b) Taking care of the mechanical details of new financing.

c) Record keeping and reporting.

Airtel has three verticals of the Finance Department. They are:

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VERTICALS

FINANCIAL REPORTING AND COMPLIENCES

BIUSINESS PLANNING AND ANALYSIS

TAXATION


FINANCIAL REPORTING AND COMPLIENCES:

This vertical of the finance department deals with hard core accounting. We can

also say the day-to-day operations of the business.

BUSINESS PLANNING AND ANALYSIS:

They plan the future requirements of fund in the business. They are also

concerned with the decision support system. The reporting part to the higher

authority is done by this department.

TAXATION:

All the tax part is looked by this vertical. They decide the amount of tax to be

included. What should be the payment of tax and how much tax is collected is

looked by this vertical.

INVESTMENT:

Investments are mainly done in the setting up of network towers and

underground fibre cables. And the outside investments are done by the higher

authority like the CEO of the company.

COLLECTION OF REVENUE:

Revenues are collected from the three sources. They are:

a) MTC (Mobile Terminating Cost)

b) MOC (Mobile originating Cost)

c) Roaming revenue.

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The company has to pay to the other telecom companies for using of the

network. Suppose an Airtel customer makes a call to Reliance customer, then

Airtel has to pay to Relience for making a call to the network. Rate of payment

differs from step to step. There are different rates for making a local call, for

STD call and for ISD call.

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SWOT ANALYSIS

STRENGTH

1. Strong network.

2. Unique strategy for retaining the

customer.

3. Quick service

4. Solution of problems smoothly

and following it up.

5. National & International

presence.

WEAKNESS

1. Products are premium.

2. Low Post paid market.

OPPORTUNITY

1. Rural market penetration

2. VAS ( Value Added Services)

3. Brand visibility

4. 3G presence.

THREATS

1. Entry of new telecom

competitors.

2. Retention of talents.

3. Changing customer needs.

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VISION, MISSION, OBJECTIVE AND GOALS OF THE

COMPANY.

By 2020 we will build India's finest conglomerate by:

VISION:

Always empowering and backing our people

MISSION:

Being loved and admired by our customers and -respected by our partners

OBJECTIVE:

Transforming millions of lives and making a positive impact on society

GOALS:

Being brave and unbounded in realizing our dreams

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FINDINGS:

Large number of Pre-Paid customers and small number of Post-Paid

customers.

Airtel is costlier than any other telecom service provider.

Private sector employees mostly take up the Post-Paid connection.

Students take the Pre-Paid connections because of the low schemes and

different other facilities on and off campus.

They are linked with many private companies and also some of the govt.

organization with their corporate plans.

They satisfy their customers and always read for any kind of help to the

customers.

In North East Airtel has given the Pre-Paid roaming facilities.

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SUGGESTIONS:

Make the plans cheap and make it open for all class of the people.

Before any other competitor grab the opportunity of fill the demand of the

customers, they should do it.

Try to upgrade the network where it is weak or disturbance of network.

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LEARNING EXPERIENCE

Live experience can be otherwise called as the work experience and in this

much of time of live experience we have learnt How to talk with people, How to

approach people, How to work in a team, How to learn from others, How to

respect people, etc. The most important thing I have learnt from the

organization is how to be punctual and how to acquire knowledge. Working in

an organization we can improve our communication skills. The environment is

totally different in the corporate world and the organizations are doing their best

to service in the market. Every work is done in a systematic manner and to shift

the load every department is again sub-divided so that the organization runs

smoothly. We should always keep in mind that we should assign right job to the

right person.

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CONCLUSION

Airtel is fulfilling the needs of many people. The company should promote their

product as attractively as possible. They should also maintain the market

reputation they has and retain the customers. There are lot of competitors in the

market, the company should face the tough competition and come out with

better policies and plans.

They should always focus on achieving the targets or objectives of the

company. The company has a tie up with many large organizations and which is

because of their service and reputation in the market. Hence, the organization

should change its policies with the changing market and maintain its position.

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REFERENCE BOOKS :

Aswathappa, k, Human Resource Management, 4th Edition, published by

TATA MC Graw Hill, 2006.

Chandra, Prasanna, Financial Management, 7th Edition, published by

TATA MC Graw Hill, 2008.

Kotler, Philip, Marketing Management, 11th Edition, published by Asoke

K. Ghosh, 2003.

WEB SITES :

WWW. AIRTEL.IN

Accessed on date 15th July, 2010

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http://WWW./