Bharti Airtel Training Report 1

“Market Survey And Lead Generation” In Partial fulfillment of Master of Business Administration Of UPTU at IIMS, Meerut.

Submitted to

Submitted by

Mr. Deepak Mehrotra Assistant Manager Bharti Airtel Broadband and Telephone Services

Priyanka Sharma MBA 2ndsemester Indian Institute of Informatics and Management Sciences.

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“Arise, Awake and not stop till the goal is achieved”

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“THE WOODS ARE LOVELY, DARK & DEEP BUT I HAVE PROMOSED TO KEEP, AND MILES TO GO BEFORE I SLEEP”

Progress is a continuous process. It is relative and absolute. We can not stop at a certain destination and declare that target has been achieved and we need not to go further. In this new are all the countries & their companies are trying their best to improve economic growth. This trend has created a very complex & competitive environment in the field of business, trend & win the race a new system of management is much needed. To fulfill this need a new field of modern science has developed very fast i.e. Master of Business Management. In this curriculum there are several phases, which have to be covered & compelled properly. I was privileged enough to join “BHARTI AIRTEL Ltd., Meerut” as a summer trainee. At the completion of the second semester of MBA we got opportunity to provide them particular knowledge about each and every aspect of market. It is important because it provides the students about the practical knowledge of the field, which is very essential beside the theoretical knowledge. The experience that I have gathered during this period has certainly provided me with an orientation which, I believe, will help me to shoulder my assignment successfully in near future. During this period, I have collected all the pertinent information of “Market Survey and Lead Generation for Bharti Airtel Broadband and Telephone Services” through primary and secondary data. On the basis of my training program, I have burnt my midnight oil so that no stone will remain unturned. However to cover the detailed information in such a short period was not possible. Despite the inherent shortcomings of the study, a genuine attempt was made on my part see that the study was carried out in the right respective. 3

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First of all I would like to thank the almighty for his blessing that helped me to achieve everything I had wished for till now. I am thankful to authority of Bharti Airtel limited for providing me an opportunity to work with them. Mr. Deepak Mehrotra and Mr. Vishal Chaudhary boost up my morale in the completion of my work. The support provided to me during my project was overwhelming and environment was conducive to work. With a deep sense of reverence, I would like to express my whole hearted thanks and deep gratitude to my parents who have always been a source of inspiration of me. There everlasting cooperation smiling affection inspired me to zeinith to what I am today. I am also very thankful to my brother and teachers Pulak Sharma, Mr. Bisaria who had been very candid and helpful. I express my sincere thanks to all respondents who filled up the questionnaire because of them only this report has been made possible. Many other who have been associated with work directly or indirectly, all have my sincere thanks. I was on cloud nine after the completion of my work. The greatest achievements of the fact, that “ONE WHO PREACHES THE GOAL WIN THE GAME”

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Contents Title Page Preface Acknowledgement Telecom History Bharti Enterprises Companies of Bharti Enterprises Bharti Airtel Fixed Line Services Broadband and Telephone Services Self Care Services DSL Working of Network Board of Directors and Partners Sunil Bharti Mittal Plans Uttar Pradesh Meerut Objectives of Study Research Methodology Data Analysis Limitations Major Findings Conclusions Recommendations SWOT Analysis Questionnaire 1 Questionnaire 2 Bibliography

1 3 5 9 to 10 11 to 13 14-16 17-21 23 24-25 26-27 28-30 31-35 36-38 40-42 43-51 53-58 60-61 64 66-69 71-81 84 86 88 90-91 92-94 95-96 97-98 99

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Important discoveries 1842: 1843: 1865:

Wireless by conduction Early electromagnetic research, wireless by induction Induction and Dr. Loomis

Early radio discoveries 1879: 1880: 1880 - 1900: 1910: 1924: 1937:

D.E. Hughes and the first radio-telephone reception The photo phone and the first voice radio-telephone call Radio development begins in earnest The first car-telephone The first car-mounted radio-telephone Early conventional radio-telephone development

The modern era begins 1946: 1947: 1948: 1969: 1973: 1978: 1980: 1981: 1982: 1990: 1992 : 1993: 1994:

1995: 1995: 1997: 1998:

The first commercial American radio-telephone service Cellular systems first discussed The first automatic radio telephone service The first cellular radio system The Father of the cell phone First generation analog cellular systems begin Growth of Japanese cellular development NMT -- the first multinational cellular system The rise of GSM North America goes digital: IS-54 Telecommunication sector in India liberalized. Private sector allowed participating The telecom industry gets an annual foreign investment Rs 20.6 million The government of India granted License for the Metropolitan cites of Delhi, Mumbai, Kolkata and Chennai. Cellular mobile service to be duopoly, under a fixed license fee regime for 10 years. 19 more telecom circles get mobile licenses Kolkata became the first metro to have a cellular network Telecom Regulatory Authority of India is set up Annual foreign investment in telecom stands at Rs 17,756.4 million. 9

1999: 1999: 1999: 2000: 2000:

FDI inflow into telecom sector falls by almost 90% to Rs. 2126.7 million Tariff rebalancing exercise gets initiated National Telecom Policy is announced. FDI inflow drops further down to Rs 918 million coming Amendment of TRAI Act.

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BHARTI ENTERPRISES – AN OVERVIEW Bharti Enterprises has been at the forefront of the Indian telecommunications industry with its world-class products and services. Established in 1985, Bharti has been a pioneering force in the telecom sector with many firsts and innovations to its credit, ranging from being the first mobile service in Delhi, first private basic telephone service provider in the country, first Indian company to provide comprehensive telecom services outside India in Seychelles and first private sector service provider to launch National & International Long Distance Services in India.

1999

2001 P r e - 4 t h L ic e n s e

th

P o st 4 Lice n se

E x is t in g Lice n se A re a

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The Company has also implemented a submarine cable project

connecting

Chennai-Singapore

for

providing

international bandwidth. Using this infrastructure we are the only private telecommunications company that is able to supply

IPLC

destinations) Enterprises

(dedicated solutions

also

bandwidth

for

Indian

manufactures

to

International

companies.

and

exports

Bharti

telephone

terminals and cordless phones. Apart from being the largest manufacturer of telephone instruments, it is also the first telecom company to export its products to the USA.

SEA-ME-WE 4 Submarine Cable System Geographical Map Marseille

Anna ba

Palermo

Bize rte

Cairo

Alexandria Su ez

Cox’s Bazaar

Karac hi

Jeddah

Mumbai

Fujairah

Chenna Satun

INDIA

Melaka

OCEA

Colomb

Tuas

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Following companies are the part of Bharti Enterprises

Bharti Tele Tech Ltd Bharti TeleTech Ltd manufactures and exports world-class telecom equipment under the brand 'Beetel'. Bharti Tele Tech Ltd. is a part of Bharti Enterprise (www.bharti.com), India’s largest private sector telecom conglomerate.

Telecom Seychelles Ltd Telecom Seychelles Ltd provides telecom services in Seychelles, under the brand 'Airtel'.

Bharti Telesoft Ltd Bharti Telesoft was formed in 1999 to provide value added services and solutions to wireless and wire line carriers worldwide. In just 6 years, Bharti Telesoft has grown rapidly, and to date has deployed products and solutions in 25 countries to over 100 networks, enabling service provision to over 150 million customers across 5 continents. Bharti Telesoft Ltd delivers best-in-class, revenue-critical VAS products and services to telecom carriers. Bharti Telesoft's strong domain knowledge enables it to understand customer requirements and provide off-the-shelf products and customized solutions based on a comprehensive portfolio of core products and service modules. Bharti Telesoft's product suites enable service providers to offer differentiated services, reduce customer churn, increase Average Revenue per User (ARPU) and assist operators in generating significant sustainable new revenue streams.

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Tele Tech Services (India) Ltd. TeleTech Services (India) Ltd is joint venture with TeleTech Inc., USA. It offers a range of Customer Management Services. . TeleTech Services (India) Ltd., commonly known TeleTech India is a joint venture of TeleTech Holdings Inc. (www.teletech.com), world’s leading full-service provider of business process outsourcing.

Field Fresh Foods Pvt Ltd. Field Fresh Foods Pvt Ltd is Bharti's venture with EL Rothschild Group owned ELRO Holdings India Ltd., to export fresh Agri products exclusively to markets in Europe and USA. Field Fresh Foods (P) Ltd was incorporated in the Year 2004, with a vision to “Link Indian Fields to the World”, by making India a global food basket. The company is engaged in providing premium quality fresh produce to the markets worldwide and promotes world-class standards for agricultural practices, progressive farming techniques & identification and adoption of appropriate technologies.

Bharti Airtel Ltd Bharti Airtel provides a range of telecom services which include mobile services, broadband & telephone (fixed line) services, National and International long distance services and VSAT, Internet services and network solutions. Bharti Airtel Limited is one of India’s leading private sector providers of telecommunications services.

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Bharti Retail Pvt Ltd. Bharti Retail Pvt Ltd. is a 100% subsidiary of Bharti Enterprises. Bharti Retail will serve all regular shopping requirements of an average Indian household offering affordable prices, great quality & wider choice. Bharti Retail is looking at launching its retail outlets in multiple consumer friendly formats in several cities across India.

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About Bharti Airtel Ltd. Bharti Airtel Limited is one of India’s leading private sector providers of telecommunications services with an aggregate of over 23.29 million customers as of end of May ‘06, consisting of more than 21.86 million mobile customers. The Company was the first private operator to provide mobile services in all the 23 circles in India. The Company also provides telephone services and Internet access over DSL in 15 circles. The Company complements its mobile, broadband & telephone services with national and international long distance services. The Company also has a submarine cable landing station at Chennai, which connects the submarine cable connecting Chennai and Singapore. The Company is a part of the consortium, which jointly owns and has developed the next generation undersea cable system SEA-ME-WE-4. The Company provides reliable end-to-end data and enterprise services to the corporate customers by leveraging its nationwide fiber optic backbone, last mile connectivity in fixed-line and mobile circles, VSATs, ISP and international bandwidth access through the gateways and landing station. Bharti Enterprises has successfully focused its strategy on telecom while straddling diverse fields of business. From the creation of 'Airtel', one of India's finest brands, to becoming the largest manufacturer and exporter of world class telecom terminals under its 'Beetel' brand, Bharti has created a significant position for itself in the global telecommunications sector. Bharti Airtel Limited is today acknowledged as one of India's finest companies, and its flagship brand 'Airtel', has 18

over 23 million customers across the length and breadth of India. While a joint venture with TeleTech Inc., USA marked Bharti’s successful foray into the Customer Management Services business, Bharti Enterprises’ dynamic diversification has continued with the company venturing into telecom software development. Recently, Bharti has successfully launched an international venture with EL Rothschild Group owned ELRO Holdings India Ltd., to export fresh Agri products exclusively to markets in Europe and USA.

Business Description Bharti Airtel provides a range of telecom services which include mobile services, broadband & telephone (fixed line) services, National and International long distance services and VSAT, Internet services and network solutions. Airtel has over one million fixed line voice, data and broadband customers and operates India's first and largest private fixed line network.

Established July 07, 1995 as a Public Limited Company.

Proportionate Revenue Rs. 117,255 million (year ended March 31, 2006 Un-audited) Rs. 81,558 million (year ended March 31, 2005-Audited).

Vision By 2010 Airtel will be the most admired brand in India: • Loved by more customers

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• Targeted by top talent • Benchmarked by more business • First private telecommunications launch long distance services.

company

to

Bharti Tele-Ventures is one of India’s leading private sector providers

of

telecommunication

services

based

on

an

aggregate of 19,740,320 customers as of February 28, 2006, consisting

of

18,450,074

GSM

mobile

and

1,290,246

broadband & telephone customers. The company is a part of Bharti Enterprises, and is India's leading provider of telecommunications services. The businesses at Bharti Airtel have been structured into three individual strategic business units (SBU’s) • Mobile services, • Broadband & telephone services (B&T) & • Enterprise services. The mobile services group provides GSM mobile services across India in 23 telecom circles, while the B&T business group provides broadband & telephone services in 90 cities. The Enterprise services group has two sub-units carriers (long distance services) and services to corporate. All these services are provided under the Airtel brand. Apart from being the largest manufacturer of telephone instruments in India, it is also the first company to export its products to the U.S.A. It has over 21 million satisfied customers.

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THE BRAND The Airtel visual identity has different elements that work together to create a strong and consistent identity for the brand. The most important of these are:

The Airtel Logo

The Airtel logo is a strong, contemporary and confident symbol for a brand that is always ahead of the rest. It is a specially drawn word mark.

The Airtel Image style It incorporates two solid, red rectangular forms whose counter form creates an open doorway.

The Airtel Typographical style The title case lettering with its capital 'A' was deliberately chosen to reinforce the brand's leadership position. The red dot on the letterform 'I' cues Airtel's focus on innovation. The words 'Express Yourself' are very much part of the brand identity.

The Airtel Colour Palette The lettering is grey so that the pure black of Airtel is visually unharmed.

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Service Areas Delhi (Metro), Mumbai (Metro), Kolkata (Metro), Chennai (Metro), Andhra Pradesh, Assam, Bihar, Gujarat, Haryana, Himachal Pradesh, Jammu & Kashmir, Kerala, Karnataka, Madhya Pradesh, Maharashtra, North East, Orissa, Punjab, Rajasthan, Tamil Nadu, Uttrakhand, Uttar Pradesh (W), West Bengal.

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Fixed Line Services Bharti Airtel became the first private fixed line service provider in India. It is now promoted under the brand “Airtel”. Fixed Line Phones are based on DSL Technology. Airtel has subsequently started providing fixed line services in the four circles of Delhi, Haryana, Madhya Pradesh, Karnataka, Tamil Nadu and U.P. (West). Airtel Enterprises Services believes that these circles have high Telecommunications potential, especially for carrying Voice and Data traffic. These circles were strategically selected so as to provide synergies with Airtel’s long Distance network and Airtel’s extensive mobile network. Here are the few reasons why one should switch to Airtel Data Services. Single-Click Airtel Data Services ensures fast connectivity. Dedicated Bandwidth Speed upto 128 Kbps, making it even faster than an ISDN connection and definitely speedier than a Dial-up. Surf while you talk No more missed calls or blocked telephone lines while using the internet. Robust Installation

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Underground cables guarantee a protected and wholly dependable connection. Affordable Tariff Plans All these features at absolutely costs lower than a Dial-up. The Brand Edge The promise of putting the customer first and delivering the latest and the best in telecommunication. 24x7 Customer Support Airtel Data Services customer support executive is just an email or a phone call away.

Airtel Broadband and Telephone services Airtel’s high speed optic fiber network spans 35000 kms covering almost all the major cities in the country. The network is configured in multiple “self-healing” rings to ensure error free service. In addition, the flexible IP/ATM layer, built on an optical core allows rapid service delivery time frames and highly customized solutions to meet diverse requirements.

Features of Airtel Broadband • All speed- no breakers Airtel Data Services offers a dedicated bandwidth with speed of upto 512 Kbps available at a single click and supported by a superior technology infrastructure. 24

Large data files can be attached, downloaded, uploaded and exchanged at amazingly unbelievable speeds. • Scaling new heights Airtel data services offer a wide range of tariff plan packages, with the flexibility to scale up the connections as the needs and business grow. The ease of upgradation and the price performance value make business sense. Superior server technology and a dedicated port provide total security storage to data and information exchange through the internet. • Cost-effective- Added benefits, lower costs Two built-in static IP addresses to facilitate scalability. Avail of an easy to install, state-of-theart WiFi wireless access solution, configured with Airtel Data Services connection. This allows wireless mobility within the premises. •

Round the clock customer care Just to ensure that there are no hurdles to the business, not even minor technical snags.

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Airtel offers a bouquet of self care services Single Login ID All Airtel numbers (Telephone, broadband and mobile) can be registered in one My Airtel user ID and manage them by a single login. Easy Registration Simply log onto www.airtel.in and click on the ‘Register Link’. Now fill the My Airtel Registration Form and click on the ‘submit’ button. Once the details of an individual have been submitted the password is sent through SMS or E-mail on the registered mobile number/E-mail ID. Now an individual is ready to start viewing My Airtel. Online Viewing of Bill Through My Airtel one can view his/her last 12 bills. Classification of Calls as Personal and Official Call details can be viewed and can be classified made by him/her into personal and official. Bills by E-mail An individual can update his/her profile on the website and can specify his/her E-mail ID and willingness to receive bills by E-mail. Online payment of Bills My Airtel also provides the facility to pay the bills online through VISA/MASTER Cards. Facility to Log Complaints and Requests Online 26

My Airtel provides a channel to register feedback about the services, request for a new facility. Free of Cost Service Subscription to this service is available free of cost.

History of Digital Subscriber Line Digital Subscriber Line Technology was developed by Joe Lechleider at Bellcore (later named Telcordia Technologies). The first type of DSL, ADCL (Asymmetric Digital Subscriber Line) was created in 1988.

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Digital Subscriber Line Technology DSL also known as xDSL is a group of technologies that provide data transmission through the wires of local phone company. Previously DSL stood for Digital Subscriber Loop, although now many have adopted the term Digital Subscriber Line. With a large variety if DSL services; theoretical downstream speeds can range from 256KBIT/S to 24 MBIT/S (24000KBIT/S), depending on various factors, such as line quality, type of DSL and distance from provider. Airtel Data Service is powered by DSL i.e. Digital Subscriber Line technology. The Company also provides telephone services and Internet access over DSL in 15 circles. DSL provides blazing-fast, secure Internet access and can be delivered to both homes and to businesses. Delivered right through a regular telephone line data rates can vary from 128Kb to 8Mb per second depending on the type and cost of the service. DSL technology provides instant Internet and network access at speeds up to 50 times faster than a 28.8Kbps modem on a standard analog phone line. There are no Dialup delays, no busy signals. What used to take minutes or hours to download will take just seconds or minutes. With DSL Internet service graphics heavy files, large documents, software, photos, E-mail attachments and more instantly. And because DSL Internet Service sends data and

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voice over the same line, you can talk on the phone while you are online. And most important it’s a service that you don’t have to dial into. Just turn on your PC, open a browser, and you are ready to surf (No more hearing those annoying beeps and tones, then waiting to be connected. You are always connected whenever you wish to!). Beyond Internet access, DSL also has the ability to carry additional phone lines and entertainment services using the same pair of wires.

Which one is better – DSL or Cable According to Network and Security The over all security of DSL is much stronger than cable due to fact it’s a dedicated connection to the provider and is less likely to get interference from threats. Although you are never safe without the proper software or hardware to protect your system. According to Speed DSL provides a dedicated connection, thus giving a much more constant speed. Cable connection speeds will constantly fluctuate depending on the amount of users on the network.

DSL pros and cons Pros •

With a ADSL service It’s possible to use DSL service and the phone line for regular voice calls at the same time.

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• The speed is much faster than a standard 56k service. • The company that offers DSL service, usually provides the modem as a part of the installation. • It’s easy to install our self. • Cheaper than many other internet services. • No sharing of network with the neighbours unlike services such as cable.

Cons DSL connections speeds are dependant on how far we are from the provider’s central office, the closer we are, the faster is the connection. • With ADSL the connection is faster for receiving data, rather than sending it. • The service is not always available everywhere. •

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How the network works

1 Km

1 Km

1 Km

About network DLC (Digital Loop Carrier) is also known as RSU (Remote Searching Unit). One DLC is connected to another through optical fiber. DLC is connected to pillars, pillar is connected to sub-pillar and then sub-pillar are further connected to DPs (Distribution Points) through copper wires. DPs are greyish in colour. After all this processing connections are provided through DPs in the residential area as well as wherever it is required.

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The difference from one DLC to pillar is 1 km and the distance from pillar to sub-pillar is also 1kms.DSL is connected to another DSL (Digital Subscriber Line) through optical fiber. BPH provides DSL connectivity.

Life of the Cable Once the wiring is done there is no requirement of replacing the wiring till 30 years. The pairing capacity of one DLC is at least 500 to 700.One cable consist of 100 pairs of a single pillar. Through sub-pillar different numbers of pairs which passes are either 20, 30 or 50.

Augmentation If a person require a new connection and the capacity is full of that particular area, then the capacity can be increased and then that person will get a connection and will become a consumer of Airtel. And this increment of the capacity is known as “Augmentation”.

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Basic DSL set-up

Typical DSL Installation

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Often DSL companies a Do-it-yourself or installation at a fee. Man y people are turned awa y b y the Do-it-Yourself package due to the lack of technical kno wledge. Although it ’s easier than most think, a standard DSL self installation kit consists of full instructions to guide through the process. Included in the package is, the appropriate cabling, DSL Modem and adapter along with a CD that installs the needed soft ware on the PC.

Comparison between Dial-up and DSL During the project we found that many of the customers were not aware of the Dial-Up and DSL Technology. We have been asked so many times-What’s the big deal about DSL? In order to clear the smoke screen we told them the difference between a Dial-Up and DSL Technology. S.No. ON the Basis

1

2

3

Speed

Cost

Technology

Dial-Up

DSL Technology

Limited speed of upto 56.6 Kbps made available through a telephone network and modem.

High speed internet speed of upto 512 Kbps through wireless broadband.

Rs. 25-32 hours.

per Rs. 25-30 hours.

Limited speed restricts download time exposed cable results in possibility of damage.

per

Download time is upto 10 times faster. Underground cables eliminate 34

damages due exposure. 4

5

6

Talk n Surf

Connectivity

Time

to

Engaged telephone Telephone line is line while surfing free while surfing on Dial-Up. on DSL. Chances of connectivity during peak hour are remote. Drawback include disconnection repeated dialing and blocked telephone lines.

Connectivity is available whenever needed. Easy to use, no dialing, no disconnection, single click connectivity.

To download 5 Mb file Dial-Up 28 Kbps takes 25 minutes and Dial-Up 56.6 Kbps takes 12 minutes.

To download 5Mb file Airtel Broadband 128 Kbps takes 6 minutes.

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Board of Directors The group has been structured to create functional and operational specialization with a linear vision of business lines and functional areas. Management Structure

The company is headed by Chairman and Group Managing Director SUNIL BHARTI MITTAL, who is assisted by two joint managing directors AKHIL GUPTA and RAJAN BHARTI MITTAL. The company also has two Presidents President Mobile Services and President Infotel services; this responsibility includes Fixed-line, Long Distance and Broadband Services. The Presidents report to the Group Chairman and Managing Director. The head of units and SBU’s report to the respective business’s president. 36

An apex team of Corporate Directors has been constituted. The Corporate Directors have supervisory and strategic responsibilities for functional areas across business lines. The Directors oversee functional areas including Business Development, Human Resources, Marketing, Corporate Communications, IT & Technology, Finance, Legal, Corporate Affairs, Corporate Strategy & Planning and Supervisory Director cum Chief Mentor-mobility. The organization structure is designed to ensure that identical businesses run along similar lines and best resources in any functional field, be tapped to serve the best interests of the entire group. The structure also defines the role of the head of the units who are empowered to manage their respective companies and are fully responsible for business operations to build world class organizations with a high degree of customer focus.

Partners The company has a strategic alliance with SingTel. The investment

made

by

SingTel

is

one

of

the

largest

investments made in the world outside Singapore, in the company. The company also has a strategic alliance with Vodafone. The investment made by Vodafone in Bharti is one of the largest single foreign investments made in the Indian telecom sector. 37

The company’s mobile network equipment partners include Ericsson and Nokia. In the case of the broadband and telephone services and enterprise services (carriers), equipment suppliers include Siemens, Nortel, Corning, among others. The Company also has an information technology alliance with IBM for its group-wide information technology requirements and with Nortel for call center technology requirements. The call center

operations

for

the

mobile

services

have

been

outsourced to IBM Daksh, Hinduja TMT, Teletech and Mphasis.

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LORD OF THE RING Sunil Bharti Mittal

Chairman & Managing Director since October 2001 Board director since: July 1995 Age: 50 years

Sunil Bharti Mittal is the Chairman and Managing Director of Bharti Group. India’s largest private integrated telecom player. Sunil Bharti Mittal is best known as India’s telecom czar. With 30 million subscribers, he is at the forefront of India’s phenomenal telecom growth. Mittal is recognized as one of the few businessmen who can think out of the box. Sunil was one of the first entrepreneurs to identify the mobile telecom business as a major growth area and launched services in the city of Delhi and the National Capital Region in the year 1995. Under his inspiring leadership the company grew organically and inorganically, covering the entire country by providing integrated telecom services. He tied up with Wal-Mart in end of November, and became the biggest retailer in the world. His opponents in the business complain and crib that Mittal had circumvented the rules for his retail foray, but deep in their heart, they are all worried: if Mittal gets even half as aggressive as in telecom there could be tough days ahead.

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In his personal capacity, Sunil has received several awards such as: • Ernst & Young Entrepreneur Of The Year 2004”, Ernst & Young • “Best Asian Telecom CEO”, Telecom Asia Awards 2005 • “Best CEO, India”, Institutional Investor, 2005 • “Business Leader Of The Year”, Economic Times, 2005 • “CEO of The Year”, Business Standard, 2006 Those who know Mittal well will insist that he is a street fighter who does not give up easily. Rana Kapoor, the managing director and CEO of Yes Bank, remembers that even as a college student in 1970’s,Mittal never liked to lose, even if it was a game of billiards at a South Delhi club. A look at Bharti Airtel’s numbers will tell that he is rated among the best. Bharti Airtel has grown at a CAGR of 55 percent in the last three years; compared with a loss in 2003, the company reported a profit of Rs. 2000 crore in 2005-06; its return on net worth stands at an impressive 27.45 per cent, up from 26.73 per cent a year ago. Mittal has built his entire business from scratch. His father, Sat Paul Mittal, was a Congress politician from Ludhiana. It was in this town that Mittal started off selling bicycle parts in 1976 and, later, hawking imported portable generators in an autorickshaw. When the government decided to ban the import of generators, Mittal had no choice but to close shop. It was then that he forayed into pushbutton phones. 41

But it was the opening of the telecom sector that dramatically changed his fortunes. He bid for and won the Delhi mobile licence. This company is now one of the largest manufacturers of telephones in the world. With the introduction of Airtel mobile phones in Delhi, India in 1995, they really hit the spotlight. Mittal prides himself on a string of firsts: "the first push-button, the first cordless, the first answering machines, the first fax machines". From then on there has been no looking back, even though he changed partners from Vivendi to Singapore Telecom to Vodafone. In between, he did a 50:50 joint venture with the Rothschilds, called Field Fresh Foods, to export fresh fruit and vegetable to the European Union and tied up with AXA for a foray into life insurance. He has done huge network management deals with Nokia and Ericsson, while he has outsourced his information technology to IBM. His successful entrepreneurial journey is an inspiration to a new generation of Indian entrepreneurs. Mr. Sunil Mittal represented India in the Ernst & Young World Entrepreneur of the Year Award ceremony in Monte Carlo, Monaco in May 2005. Apart from his role at Bharti, Sunil holds the position of the Honorary Consul General of the Republic of Seychelles in New Delhi, India. Some of his other roles include being a member of the Prime Minister’s Council on Trade and Industry; Co-Chairman of the Indo-British Partnership and a Board Member of the Global GSM Association.

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Following are the plans which were described to the customers during filling up of the questionnaires. Residential Plans -

Residential plans are for the customers who need Internet at home. Single PC is required for this. Normally person use internet for Emailing, Surfing, chatting and downloads.

Commercial Plans -

Multiple PC SME/SMB/Corporate/Commercial Segment who require heavy data transfer limit. No hourly bondage. Need to be 24 hrs online.

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Understanding the Plan Parameter

Plan Name – Jumbo 747

What does this mean

Monthly Commitment (Rs.)

747

Free Minutes

750

Broadband Download Limit

1 GB

Modem Rental(Rs.)

49

Speeds upto

2 Mbps

CLI Charges (Rs.)

25

Minimum the customer has to pay for the month for the plan. Voice Minutes Free Data Traffic allowed. It includes everything which is downloaded or uploaded from PC. It includes surfing/chatting/emailing/games/movies/ Picture/music downloads and many more. Modem rental per month if customer takes modem on rental. If customer own modem or purchased upfront the charges don’t apply. Speeds mentioned here are maximum customer can get. Minimum subject to contention ratio of the plan. CLI charges if customer takes caller line identification facility on his instrument. Beyond free usage as per plan. Beyond free usage as per plan.

Local Pulse Rate (Rs.) 1 Additional BB Usage 1 (Re./Mb) Call Duration: Local Fixed 180 sec Line Call Duration: Local Mobile 60 sec Call Duration: Internet NA STD (Anywhere) Re.1.0/min ISD Minute Based (60 sec pulse) US, Canada, Europe(FL 5.99 Phones) SE Asia and Australia 7.99 Rest of the World 11.99

Voice Calling pulse/rates matrix

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Residential Plans Jumbo 747 Plan Details

747 Combo

Monthly Commitment (Rs.) Free Calls worth Rs.(incl. Free STD Value) Free STD worth Rs. Broadband Download Limit Modem Rental (Rs.) Speeds CLI Charges (Rs.) Local Pulse Rate (Rs.) Additional BB Usage(Re./MB) Call Duration: Local Fixed Line Call Duration: Local Mobile Call Duration: Internet STD Anywhere ISD Minute Based (60 sec Pulse)

747 750 200 1 GB 49.00 2 Mbps 25.00 1.00 1.00 180 sec 60 sec NA Re.1.0/min

US, Canada, Europe (FL Phones) SE Asia and Australia Rest of the World

5.99 7.99 11.99

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Combo 700 Plan Details

700 Combo

Monthly Commitment Free Usage Broadband Download Limit Modem Rental (Rs.) Speeds CLI Charges (Rs.) Local Pulse Rate (Rs.) Additional Bb Usage(Re,/Mb) Call Duration: Local Fixed Line Call Duration: Local Mobile Call Duration: Internet STD Anywhere ISD Minute Based (60 sec pulse) US, Canada, Europe (FL Phones) SE Asia and Australia Rest of the World

700.00 165 2 GB 49.00 2 Mbps 25.00 1.10 1.10 180 sec 60 sec NA Rs.1.10/min 5.99 7.99 11.99

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Combo 550 Free Broadband Plan Plan Details

550 Combo

Plan Rental CLI Charges Rate/Pulse (Rs.) FCV on Local (Rs.) FCV on STD (Rs.) Total Free Call Value(Rs.) Internet Speed (Kbps) (1:2) Free Internet (GB)

550.00 00.00 1.10 475 75 550 512 0.55

Additional Internet Charges(Per Mb) Modem Rental(Rs./Month)

1.10 49.00

Pulse Rate Local Pulse Duration: Fixed Line Local Pulse Duration: Mobile STD Intra Duration: Fixed Line STD Inter Duration ISD Minute Based (60 sec pulse) USA, Canada, Europe(FL) SE Asia and Australia Rest of World 1 Rest of World 2

180 sec 60 sec 60 sec 60 sec 5.99 7.99 9.99 49.99

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Home 699+ Package Name

Home699 Plus

Bandwidth Monthly Plan Rent Bundled Free Data Transfer Bundled Free Voice Pulses Bundled Free Voice & DSL Pulses (Flexi Plans) Additional DSL MB/Pulse Charges Additional Voice Pulse Charges (Rs.) Additional Charges per MB Internet Pulse Duration (Flexi Plans) Free E mail ids(per 5MB space) Additional E Mail ids (Rs/annumn) Local Pulse Duration: Fixed Line Local Pulse Duration: Mobile STD Intra Duration: Fixed Line STD Inter Duration ISD Minute Based (60 sec pulse) USA, Canada, Europe (FL) SE Asia & Australia Rest of World Rest of World

Upto128 Kbps 699 Unlimited NIL NA NA 1.1 NA NA 1 200/id 180 sec 45 sec/60 sec 30 sec 30 sec # # # #

Unlimited 725 Package Name Bandwidth

DSL Unlimited Plan 725 Plus Upto 128 Kbps 48

Monthly Plan Rent Bundled Free Data Transfer Bundled Free Voice Pulses Bundled Free Voice & DSL Pulses(Flexi Plans) Additional DSL MB/Pulse charges (Rs.) Additional Voice Pulse Charges (Rs.) Additional Charges per MB Internet Pulse Duration (Flexi Plans) Free E mail ids(per 5 MB space) Additional E mail ids (Rs./annumn) Local Pulse Duration: Fixed Line Local Pulse Duration: Mobile Std Intra Duration: Fixed Line STD Inter Duration ISD Minute Based (60 sec pulse) USA, Canada & Europe (FL) SE Asia & Australia Rest of World Rest of World 2

725 Unlimited 50 (Local) NA NA 1 NA NA 1 200/id 180 sec 60 sec 60 sec 60 sec 5.99 7.99 9.99 49.99

Commercial Plans 2 MBPS Combo 799- Combo Plan Commercials Bandwidth & Contention Rental Charges per Month Additional Usage Charges DSL Additional Usage Charges Voice

2 Mbps (1:4) Rs. 799 Rs.0.8/MB Rs.1.10/pulse

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Features Bundled Internet hrs. Bundled Free Voice Pulses Data Transfer Allowed Free E mail ids Additional E mail ids Static ips Additional Static ip Charges

Unlimited 50 pulses 4 GB/month 1 with 5 MB space each Rs. 200 per id NIL Rs.2500/ip

2 Mbps DSL 2995-Standalone/Top Up Commercials Bandwidth & Contention Rental Charges per Month Additional Usage Charges DSL Additional Usage Charges Voice

2 Mbps Rs. 2995 Rs.0.5/MB As per Voice Plan Operated

Features Bundled Internet hrs. Bundled Free Voice Pulses Data Transfer Allowed Free E mail ids Additional E mail ids Free Static ips Additional Static ip Charges

Unlimited NIL 20 GB/Month 2 with 5 MB space Each Rs. 200 per id 1 Rs. 2500/ip

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Combo 1299 Commercials Bandwidth & Contention Rental Charges per Month Additional Usage Charges DSL Additional Usage Charges Voice

2 Mbps (1:4) Rs.1299 Rs.0.8/MB Rs.1.10/MB

Features Bundled Internet hrs. Bundled Free Voice Pulses Data Transfer Allowed Free E mail ids Additional E mail ids Free Static ips Additional Static ip Charges

Unlimited 50 Pulses 8 GB/Month 1 with 5 MB space Each Rs.200 per id 1 Rs.2500/ip

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Uttar Pradesh: A Profile Popularly known by its abbreviation U.P., it is the most populous and fifth largest state in the country. It is the most populous sub-national division in the world. Uttar Pradesh covers a large part of the highly fertile and densely populated upper Gangetic plain. It shares an international border with Nepal and is bounded by the states of Uttrakhand, Himachal Pradesh, Haryana, Delhi, Rajasthan, Madhya Pradesh, Chhattisgarh, Jharkhand and Bihar. The administrative and legislative capital of the state is Lucknow; its high court is based at Allahabad. The state language is Hindi and Urdu has the status of being the second official language. While Hindi (Khari boli) is the official language, several regional Hindi dialects like Awadhi, Bagheli, Bhojpuri, Braj and Bundeli are spoken throughout the state. Bhojpuri is the second most-spoken language in the state, according to the language data in the 1991 Census of India. The language of Luck`now ("Lakhnavi Urdu") is a form of high literary Urdu.

Ancient period Uttar Pradesh’s known history goes back to 4000 years ago, when the Aryans first made it their home in 2000 BC. This heralded the Vedic age and UP was its home. The Aryans first inhabited the Doab region and the Ghagra plains and called it the Madhya Desha (midland) or Aryavarta (the 52

Aryan land) or Bharatvarsha (the kingdom of Bharat, an important Aryan king). Later, Aryans moved to other parts of the subcontinent, reaching as far as to Kerala in the south and also to Sri Lanka. In the latter part of ancient history, this area was divided between petty kingdoms or formed important parts of empires like Mauryas, Guptas and Kushan kings. The Kannauj Empire originated from the heart of the Ganga Yamuna Doab and during the reign of Harshavardhana extended its territories from Afghanistan to Kashmir, Bengal and the Vindhyas. Even today many communities in various parts of India from Kashmir, Rajasthan, Uttarakhand, Bihar and Bengal boast of being descendants of migrants from Kannauj reflecting its glory in the past.

Medieval period After the decline of the Rajput kings came the Muslims rulers, and under their tutelege this region played a crucial role. During the Delhi Sultanate, much of the state formed Part of the various rulers. During the Mughal Empire, cities like Agra and Fatehpur Sikri got the distinction of becoming the capital city of Akbar the Great. The Mughals ruled almost the entire Indian subcontinent. Even when the empire disintegrated, this part, between the Doab region and Delhi, remained their last territory. The city of Lucknow was established by the Muslim nawabs

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of Oudh in the 18th century. And the Marathas and Banaras by its own king occupied other areas by different rulers like Rohilkhand by Afghans, Bundelkhand, while Nepal controlled Kumaon-Garhwal (now in Uttrakhand). From the later half of the 18th century, the British finally won the last Mughal territory the Doab, as also Bundelkhand, Kumaon and Banaras divisions. Delhi, Ajmer and Jaipur were also included in this territory. They called it the northwestern provinces (of Agra). Its capital shifted twice between Agra and Allahabad.

Modern period Although the state included Oudh, the new state was called the North Western Provinces of Agra and Oudh, which in 1902 was renamed as the United Provinces of Agra and Oudh. In 1920, the capital was shifted from Allahabad to Lucknow. The state continued to play a significant role in Indian culture and politics and has played an important role in modern Indian history during the Independence Movement. The city of Allahabad was home to leaders like Motilal Nehru, Purushottam Das Tandon, and Lal Bahadur Shastri, besides being home to five Prime Ministers: Jawaharlal Nehru, Indira Gandhi, Lal Bahadur Shastri, Vishwanath Pratap Singh and Rajiv Gandhi. The first Chief Minister, Govind Ballabh Pant, renamed the state as Uttar Pradesh after independence. Pant also became Home Minister in the Nehru-led Union government. After

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Pant, Dr. Sampoornanand, a university professor and classicist, became the state’s CM and remained in office till 1957. Sucheta Kripalani became India's first woman Chief Minister in October 1963 and continued till March 1967. Other political leaders who later became CMs were Charan Singh (formed the first non-Congress government and ruled for over a year), Hemvati Nandan Bahuguna, Narain Dutt Tewari, V.P. Singh, etc.

Geography of Uttar Pradesh Uttar Pradesh can be divided into two distinct regions of Gangetic Plains and Vindhya Hills and plateau. The Gangetic region in the centre has highly fertile alluvial soils with flat topography broken by numerous ponds, lakes and rivers. While the Vindhya Hills and plateau in the southern part comprises hard rock strata, varied topography of hills, plains, valleys and plateau; limited water availability. The climate is generally tropical monsoon, but variations exist due to difference in altitudes.

Divisions and districts of Uttar Pradesh The state consists of 70 districts grouped into 17 divisions: Agra, Azamgarh, Allahabad, Bijnor, Kanpur, Ghaziabad, Gorakhpur, Chitrakoot, Jhansi, Devipatan, Faizabad, Bahraich, Bareilly, Basti, Mirzapur, Moradabad, Meerut, Lucknow, Varanasi, Farrukhabad and Saharanpur. The largest district in terms of population is Allahabad followed by

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Kanpur

Nagar

(Census

2001).

Economy Uttar Pradesh's Gross State Domestic product for 2004 is $1.2 trillion in current prices. After division of the state, it produces about 92% of the output of the old state. It has the distinction of being the second largest econmy in the country after Maharashtra. It is one of the eight states in India that have been chosen for FDI. In the fiscal year 20052006 it received an investment of $124.67 billion. The state’s economic activity: Manufacturing 20%; Services 37%; Agriculture 43%; while the investor profile comprises: Government 49.3%; Foreign 9.9%; Indian 40.8%. The state is a major contributor to national foodgrain stock. It is also home to 78% of the national livestock population.

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UTTAR PRADESH MAP

57

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Introduction of Meerut Meerut is an ancient city located 72 km (44 miles) northeast of New Delhi. Meerut also has one of the major army garrisons/cantonments in this part of the country.The cantonment was first established in 1806, and in 1808 the cavalry and infantry barracks were commenced by a Major Penson.

Name Etymology Ravana's wife Mandodari (in Ramayana) hailed from Meerut. The town may have derived its name from "Maya Rashtra", the capital of the kingdom owned by Mandodari's father Mayadanava.

History Meerut is famously associated with the Indian Rebellion of 1857 against the British East India Company, when chants of popular Hindi slogan "Dilli Chalo" ("Let's march to Delhi!") were first raised here. Meerut cantonment is the place where the rebellion started when Hindu and Muslim soldiers were given rifle cartridges with a coating made of animal fat. The bullet wrapping was to be opened by mouth before use, which affected religious sensibilities of both Muslims and Hindus as the animal coating was alleged to be composed of pork and beef.

Geography Meerut is located at 28.98° N 77.7° E[1]. It has an average elevation of 219 metres (718 feet).

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Demographics Meerut City is also the headquarters of Meerut district which consists of 1,025 villages with a population of around (3.44 million) according to the 1991 census. As of 2001 India censusGRIndia, Meerut had a population of 1,074,229. Males constitute 53% of the population and females 47%. Meerut has an average literacy rate of 58%, lower than the national average of 59.5%: male literacy is 64%, and female literacy is 52%. In Meerut, 14% of the population is under 6 years of age.

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“To be a bull fighter you must learn to be a bull”

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There is a Principal as well as Ancillary objective of the study which are as follows. Main or Principal Objective of the Study • The main objective of the study is to generate the leads and understand the growth pattern of Fixed Line phones and Broadband segment in Meerut. Ancillary Objective of the Study Some ancillary objectives of the study are as follows: • To analyze the customer satisfaction. • To find out the problems regarding billing, network etc. that the customers are facing. • Research and analysis of the current customer base i.e. the market share of the Telecom Companies. • Response of the respondents regarding new connection. • Reasons for the churning of the connection.

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Research Design “A research design is the specification of methods and procedures for acquiring the information needed. It is the over-all operational pattern or framework of the project that stipulates what information is to be collected, from which sources and by what procedures” Green and Tull

Features of Research Design • It is a plan that specifies the sources and types of

information relevant to the research problem. • It is a strategy specifying which approach will be used for gathering and analyzing the data. • It also includes the time and cost budgets since most studies are done under these two constraints.

Type of Research This is descriptive research as this research includes surveys and fact-finding. So descriptive research help in knowing about particular item or group of items. In other words it describes the state, as it exists at present.

Sample Unit Sampling unit may be a geographical one such as state, district, village etc., or a construction unit such as house, flat,

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etc., or it may be a social unit such as family, school, etc., or it may be an individual. The specified zone for study was Meerut.

Sample Size This refers to the number of items to be selected from the Universe to constitute a sample. The size of sample should neither be excessively large nor too small. It should be optimum. An optimum sample is one, which fulfills the requirements of efficiency, representativeness, reliability and flexibility. The size of sample was 150.

Types of Data There are generally two types of data:

Primary Data Primary data may be classified as those data that have been observed and recorded by the researchers for the first time to their knowledge. The primary data is original in character.

Secondary Data Secondary data may be classified as those data that have been already collected by someone else and which have already been passed through the statistical process.

Sources of Data This research includes primary as well as secondary data.

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Primary Data Primary data is collected directly from the respondent through questionnaire.

Secondary Data Secondary data is collected from the company’s product book, magazines and from Internet.

Data Collection Method This data is collected through questionnaire. First of all the questionnaire was framed according to the requirements of the research and then it was made filled by the different respondents.

Data Collection Instrument After a detailed discussion with our Assistant Manager I was directed to develop a Questionnaire for the survey. Keeping in the view his suggestions and requirements of the research I developed a Questionnaire for the survey and got it okayed by him. The Questionnaire was prepared in such a way that it covers all the essential features and the objectives. But at the same time the length of the Questionnaire was kept short because lengthy Questionnaire lowers the quality of the answers. Questionnaire includes dichotomous questions, open-ended questions and multiple choice questions. Dichotomous questions are in the form of ‘YES’ or ‘NO’.

Data Analysis Techniques

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Analysis of data is done through quantitative method i.e. numerical figure.

Data Analysis Instrument Various instruments for data analysis were used such as tabulation of data i.e. an orderly arrangement of data and pie chart.

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Analysis of Data The term analysis refers to the computation of certain data. The data, after collection, has to be processed and analyzed. At last the completed Questionnaires were checked and edited (if necessary) to correct the errors. Then the computations for the estimates are performed.

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Fixed Line Phone Users

5

4

30

35

Airtel

BSNL

Reliance

Tata

Inference From the above chart it is clear that out of 150 respondents 35 respondents use BSNL, 30 respondents use Airtel, 5

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respondents use Tata Indicom and only 4 respondents use Reliance fixed line phones.

No. of Satisfied Customers

23%

77%

Satisfied Customers

Non-Satisfied Customers

Inference

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From the above chart it is clear that 77% of the customers who are using Airtel’s fixed line phones are satisfied and 23% of the customers who are using Airtel’s fixed line phones are not satisfied.

Problems regarding Billing, Network

33%

34%

11%

22%

Bill

Network

Prices

Others

Inference 73

34% of the customers were having the problems due to bills. Sometimes customers don’t receive their bills at time. 33% of the problems were due to other things such as proper information regarding plans, regarding speed etc. 22% of the customers said that the prices are high and 11% of the customers were having the problem regarding network.

Regarding new connection

25%

75%

Interested

Not Interested

Inference 74

From the above chart it is clear that 75% of the customers are interested in taking the new connection and 25% of the customers are not interested in taking the new connection i.e. out of 150 respondents 112 customers were interested and 38 customers were not interested in taking the new connection.

Plans which are mostly used

7%

7%

27%

10%

20% 29%

Plan 325

Plan 425

Plan 499

Plan 699

Plan 725

Plan 700

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Inference From the above chart it is clear that 29% of the customers are using Plan 425, 27% of the customers are using Plan 325, 20% of the customers are using Plan 499, 10% of the customers are using Plan 699, 7% of the customers are using Plan 725 and 7% of the customers are using Plan 700.

Churn Chart for Different Operators

15% 30%

20%

20%

15%

BSNL

Reliance

Airtel

Tata

Others

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Inference From the above chart it is clear that 15% of the customers churned the connection of BSNL, 20% of the customers churned the connection of Reliance and also of Tata, 15% of the customers churned the connection of Airtel and 30% of the others.

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Reasons for customer churning the existing lines of BSNL

8%

8% 15%

26%

11%

16%

16%

Biling issues Services not satisfactory Costly

No customer care support Repeated disconnections

Disturbances in lines Slow speed

Inference 26% of the customers disconnected their connections slow seed, 16% due to repeated disconnections, 16% bad services, 15% due to customer care support, 11% disturbances in lines, 8% due to billing issues and 8% cost.

due due due due

to to to to

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Reasons for customer churning the existing lines for TATA

17%

26%

21%

9% 4% 13%

Biling issues Services not satisfactory Costly

No customer care support Repeated disconnections

10%

Disturbances in lines Slow speed

Inference 26% of the customers disconnected their connections due to billing issues, 21% due to slow speed, 13% due to repeated disconnections, 10% due to bad services, 9% due to customer care, 4% due to disturbances in lines and 17% due to cost.

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Reasons for customer churning the existing lines for Reliance

17% 32%

6%

12% 10%

Biling issues Services not satisfactory Costly

6%

No customer care support Repeated disconnections

17%

Disturbances in lines Slow speed

Inference 32% customers disconnected their connections due to billing issues, 17% due to customer care, 17% due to cost, 12%due to repeated disconnections, 10% due to bad services, 6% due to disturbances in lines and 6% due to slow speed.

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Reasons for customer churning the existing lines for Airtel

27%

27%

6% 3% 11%

Biling issues Services not satisfactory Costly

21% 5%

No customer care support Repeated disconnections

Disturbances in lines Slow speed

Inference 27% of the customers disconnected their connections due to billing issues, 27% due to higher cost, 21% due to customer care, 11% due to bad services, 6% due to slow speed, 5% due to disturbances in lines and 3% due to repeated disconnections.

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“It is useless to tell a river stop running; the best thing is to learn how to sail in the direction it is flowing.” 82

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Limitations of the Study and Difficulties Encountered Nothing in this Universe is free from limitations and the present project is not an exception to it. Despite all those difficulties I encountered how could I forget that if a trainee really has to learn and train herself she will have to light the lamp even in the rough wind. To conduct such an extensive Consumer Survey in a very short spoon of time was really a Herculean attempt as some of the respondents didn’t coperate us. Customers didn’t give proper information regarding them. • Some of the customers were not aware of the plans they were using. • Some of the respondents didn’t co-operate us as they were too angry with the whole processing system. • Due to limitation of time we don’t have a large variety of customers. • At times customers don’t listen to the information given to them regarding plans and services due to lack of time. •

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Major findings of the study are as follows 85

• Market share of BSNL was more as most of the customers were using fixed line phones of BSNL. • Most of the customers were satisfied with the services of Airtel. • Many customers were interested in taking new connection. • Most of the customers were having problems with their bill such as they didn’t receive their bills on time. • According to some customers prices are too high. • Some of the customers told that they were not provided the proper information at the time of taking connection. • Some of the customers were having the problem regarding network. • Volatile customers are more as they switch from one operator to another due to cut-throat competition.

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After the final analysis of the data following conclusions were drawn

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During the project, by the analysis, it was found that most of the customers use BSNL fixed line phones. BSNL is at the first position in the market. Airtel comes at the second position as a fast growing company. • Most of the customers who are currently using the Airtel connection are satisfied with the services of Airtel. • Customer dissatisfaction was largely due to their bills. • During the project some information was given to the customers regarding the plans. After knowing about the different plans most of the customers were interested in taking the connection as some of the plans were according to their usage and cost effective. Different plans which were described to the customers are written above. • Due to cut-throat competition customers switch to another operator very soon. • Cost and Services are the main factor due to which the customer switches to another operator. •

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The organization should take the following steps which will not only improve the satisfaction level of the customers but also will provide the substantial growth to the company. • There must be uniformity in the information provided to the customer by customer care executive at 89

• •

• •

•

•

•

• • •

•

franchise and customer care executive online to avoid communication gap. Airtel sites must be promoted among the customer for more use. Customer should be provided with a booklet of the facilities and services what so ever he/she will get at time of connection. Customer must be made aware timely about the new plans and schemes. Airtel should take into consideration the call rate part so as to retain the customer on their network who switch over to another network due to this factor. The charges what so ever the company charges from the consumer should not be complicated to understand. The employees in the customer care should know each and every thing about the services and the plans so that he/she can answer the queries of customer without any confusion. Every person related to the organization directly or indirectly (as summer trainee) should be equipped with the essential materials such as pamphlets, ID card etc. which are necessary to advertise the organization’s product. Customer must be made aware of the available plans so that he/she can choose the plan according to his/her usage. Network should be improved wherever necessary. Pamphlets should be send to the customers to educate them about the new changes in the plans. Due to price sensitive market minimum rental plan should be provided to the customers. 90

• The organization must solve the problems of the customers which are occurring due to bills. • Scheme and plans provided by the company should be attractive enough to have the kind attention of the customers and strong enough to meet the competitive environment. • Company should make up the bill distribution network strong enough to match up the customer requirement. Company may use courier services for distribution of bills. Company may also use the newspaper distributors to send the bills to the customers at time.

SWOT Analysis What is SWOT Analysis? SWOT is an acronym for strengths, weakness, opportunities and threats. Here these are briefly described as follows:

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•

Strengths: Strength is the capability of the organization which is used to gain strategic advantage over its competitors.

•

Weakness: Weakness is an inherent limitation or constraint of the organization which creates strategic disadvantage to it.

•

Opportunity: An opportunity is a favorable condition in the organization’s environment which enables it to strengthen its position.

•

Threats: A threat is an unfavorable condition in the organization’s environment which causes a risk for damage organization’s position.

SWOT Analysis for the Airtel Broadband and Telephone Services

Strengths • Largest telecom service provider. 92

• • • • • • • • •

24x7 customer care service. Group focus on telecom. Enjoying brand equity in all existing circle. Strong international associates. Latest technology provider Continuous coverage in the country. Better customer service through CRM system. Strong and multilayer distribution policy. Proper and regular advertisement provider.

Weakness • The wrong entry of billing creates bad image of the company in the mind of the customer. • There are some customers who do not pay their bills timely so there must be proper arrangement of collecting bills from customers. • There are some customers who get connection by giving wrong address proof and documents so it reduces the reliability of the regular customers. • Busyness of the customer care department reduces the satisfaction of the customer.

Opportunities • There are huge opportunities of Broadband and telephone services in the market.

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• Lot of untapped potential consumer segment services. • Lot of potential consumers through cable services. • Offering of low cost plans increase the graph of the customers.

Threats • There is a very tough competition with BSNL. • Market is too price sensitive.

QUESTIONNAIRE

1)

Name 94

2) 3) 4) 5)

Address Are you using any phone?  Yes  No If yes Land Line No. Mobile No. Which operator services you are taking? Idea Hutch

Airtel RIM

BSNL Tata Indicom

6)

Do you have Computer/Laptop?  Yes  No 7) If yes  At Home  At Office 8) If no when you are planning to buy it, reason for buying it? ………………………………………………………………………………………………………… ……………………………………………………………………………………………… 9) 10) 11) 12) 13)

Are you using Internet?  Yes  No If Yes  At Office Service Provider ……………………..  At Home Service Provider …………………….. If Airtel then which plan you are using? ……………………………………………………………………………………………………. Are you satisfied with the services of the connection you are using?  Yes  No What are the problems you are facing with connection you are using? Roaming Billing

14)

Network Call Barring

What are the services that you like in the connection you are using? Network Plans/Schemes

Prices Other Factors

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15)     

16) 17)

18)

19)   

20)  

21) …… …… ……

Are you using the services of any other operator? Reliance Hutch Idea Tata B.S.N.L. Which Bill Plan you are using? ……………………………………………………………………………………………………… Reason for taking the services of this operator. …………………………………………………………………………………………………… …………………………………………………………………………………………………… …… Reason for not using Airtel Broadband. …………………………………………………………………………………………………… …………………………………………………………………………………………………… …… What is your Internet usage type? Light Moderate Heavy If we offer you a suitable bill plan for Airtel Broadband, will you be interested in taking it? Yes No We welcome your valuable suggestions to Airtel. ………………………………………………………………………………………………… ………………………………………………………………………………………………… …………………………………………………………………………………………………

Thanks Signature

Questionnaire 1) Name 2) Contact Address 3) Contact no. 96

4) Presently which connection you are using?  BSNL  Airtel  Tata  Reliance  Others 5) In past have you ever taken the service of any other operator?  BSNL  Airtel  Reliance  Tata  Others 6) If disconnected the connection, then due to which of the following reason  Competitors plans were more attractive.  Services were not satisfactory.  Disturbances in lines.  Billing issues.  Repeated disconnections in broadband.  Slow speed.  No customer care support.  Bandwidth distribution done at operator’s end.  Cable damages due to accidents.  Proper information is not given at the time of taking connection.  Want to take the connections but cannot be provided due to the choked network. 7) Reason for not using Airtel Broadband. …………………………………………………………………………………………………… …………………………………………………………………………………………………… …… 8)   

What is your Internet usage type? Light Moderate Heavy

9) If we offer you a suitable bill plan for Airtel Broadband, will you be interested in taking it?  Yes  No 10) We welcome your valuable suggestions to Airtel. ……………………………………………………………………………………………………… ……………………………………………………………………………………………………… 97

……………………………………………………………………………………………………… Thanks Signature

Bibliography 98

Books Kothari C R. Research Methodology. Magazines Ninan T N. Business Standard, 2006. Websites www.airtel.in www.telecomservices.com www.google.com

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