Project Report

PROJECT REPORT A STUDY ON

“SALES ANALYSIS AND COMPARATIVE ANAYSIS OF AIRTEL WITH ALL TELECOM SECTOR” Submitted for partial fulfillment of the requirement for the award of the degree of Master of Business Administration By VYOM AGRAWAL Roll Number:-060737114

Under Guidance Of Mr. Swatantra Singh Chauhan Sr. Lecturor

DEPERTMENT OF POST GRADUATION STUDIES AND RESEARCH IN BUSINESS ADMINISTRATION NICE MANAGEMENT COLLEGE MEERUT 2008

Contents Chapter

Contents

Chapter 1

Introduction

Chapter 2

Company Profile on Airtel & other companies

Chapter 3

Research Methodology

Chapter 4

Data Collection, analysis & comparisons of the Project

Chapter 5

Conclusions Suggestions Limitations

Bibliography

“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 winter trainee. At the completion of the fourth semester of MBA we got opportunity to provide them particular knowledge about each and every aspect of market. It could be in related fields viz. Marketing or Finance as per their specialization in the course. 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 “Comparative study of Idea cellular Mobile with Hutch, AirTel, Reliance, Tata Indicom & CellOne in Meerut” through primary and secondary data which were available at the concerned distributors and retailers. (VYOM AGRAWAL)

When emotions are profound, words sometimes are not sufficient to express our thanks and gratitude. With these words, I am trying to express my extreme

gratitude and sincere thanks to Mr. SWATANTRA SINGH CHAUHAN my guide and sr. faculty member Department of Business administration, who have helped and provided the very much enthusiasm and consistent encouragement required for the completion of my project. I gratefully acknowledge and thanks to Prof. SC Agrawal, Director of Nice Management College, Meerut, for their consistent appraisal and inspiration to move ahead. The successful completion of my research is the blessing of my teachers, parents and sincere advice of my friends.

(VYOM AGRAWAL)

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 photophone 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: 1999: 1999:

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 & 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. FDI inflow into telecom sector falls by almost 90% to Rs. 2126.7 million Tariff rebalancing exercise gets initiated

1999: 2000: 2000 :

National Telecom Policy is announced. FDI inflow drops further down to Rs 918 million coming Amendment of TRAI Act.

Business Description Provides mobile, broadband & telephone (fixed line) and enterprise services (carriers & services to corporates)

Established

july 07, 1995 as a Public Limited Company

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

2006

Un-audited)

Vision By 2010 Airtel will be the most admired brand in India: • Loved by more customers • Targeted by top talent • Benchmarked by more business • First private telecommunications company to launch long distance services.

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 subunits - carriers (long distance services) and services to corporate. All these services are provided under the Airtel brand.

About Bharti Bharti Tele-Ventures is a private sector telecommunications services provider with an aggregate of over 17.53 million customers as of December 2005, consisting of more than 16.33 million mobile customers. The company is the only operator to provide mobile services in all the 23

circles in India and also provides telephone services and Internet access over DSL in 15 circles. The company also has a submarine cable landing station at Chennai, which connects the submarine cable connecting Chennai and Singapore and is part of the consortium, which jointly owns and has developed the next generation undersea cable system SEA-MEWE-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 has redefined paradigms in the telecom industry through its innovative managed services agreements in the area of mobile network maintenance, management and deployment with Ericsson, Nokia and Siemens and with IBM for the consolidation, transformation and management of the comprehensive IT infrastructure and applications. Bharti has a market capitalization of over USD14 billion and has SingTel and Vodafone as international strategic partners.

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 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. 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, Uttar Pradesh (E), Uttar Pradesh (W), West Bengal.

Sunil Bharti Mittal

Chairman & Managing Director since October 2001 Board director since: July 1995 Age: 49 years

Sunil Bharti Mittal is the Chairman and Managing Director of Bharti Airtel Limited (“Bharti”), India’s largest private integrated telecom player. The company has nearly 20 million customers on its well-respected brand “AIRTEL”. 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. In his personal capacity, Sunil has received several awards such as: • • • •

“Best Asian Telecom CEO”, Telecom Asia Awards 2005 “Best CEO, India”, Institutional Investor, 2005 “Business Leader Of The Year”, Economic Times, 2005 “Ernst & Young Entrepreneur Of The Year 2004”, Ernst & Young

Sunil has always been a pioneer. A first generation entrepreneur, he started his first business in 1976 with a capital investment of Rs 20,000. He initially founded a number of trading concerns, and established the first company to manufacture push button telephones in India. This company is now one of the largest manufacturers of telephones in the world. 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. Sunil is an alumnus of Punjab University and has completed the “Owner/President Management Program” from Harvard Business School.

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 wordmark.

The Airtel Image style It incorporates two solid, red rectangular forms whose counterform 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.

The primary objective of the study is to understand the growth pattern of Mobile segment, giving main consideration to Mobile segment of Bharti Airtel limited and analyzing the franchise on the given parameter. Some other objectives of the study are as follows :-



To increase the customer base of the organization using various promotional tools.



Research and analysis of the current customer base.



To analyse the customer satisfaction and problem regarding billing, network, problems at franchise.



Analyzing the competition in the market comparative analysis of different plans of other operator with existing plans of Airtel.

TYPES OF RESEARCH This is descriptive research as this research includes surveys and fact finding inquires of different kinds. So descriptive research help in knowing about particular item or group of items in other words it describes the state as it exist at present.

DATA COLLECTED The data collected in this research is first hand so if primary data. It is collected directly from the respondent through questionnaire and through visualization.

DATA COLLECTION METHOD The data is collected for research questionnaire method and through visualization for franchise analysis. A questionnaire is framed then data collected by making it fill by different respondent.

DATA COLLECTION INSTRUMENT It is closed ended and open ended both types of questionnaire. If questionnaire is closed ended then questions are in the form of ‘Yes’ or ‘No’ and if questionnaire is open ended then questions are in the form of any numerical form.

SAMPLE SIZE The size of sample is 135.

SAMPLE TECHNIQUES Sampling techniques used in judgment sampling. As the selection of sample was done according to the researcher convenience.

SAMPLE UNIT From the customers of Meerut Cluster.

DATA ANALYSIS TECHNIQUES Analysis of data is done through quantitative method that is numerical figure.

DATA ANALYSIS INSTRUMENT Instrument used for data analysis is tabulation of data, bar chart and pie chart.

SUBSCRIBER BASE AND MOBILE PENETRATION

The graph indicates low mobile penetration in India (5%) as compared to developed countries like Australia (88%) and Singapore (92%) and low subscriber base. So there is a great potential in the market to be explored in India.

GSM AND TOTAL MOBILE MARKET

This graph indicates the growth in the GSM and expected growth in 2007 showing a great potential of the customer to be exploited.

CONSUMER AWARENESS OF DATA SERVICE IN INDIA

The graph indicates the awareness of data services in India that gives indication of very less knowledge about the M-banking and other activities and usage of these services as compared to SMS which is very low shown below.

INCREASING SMS VOLUMES

The graph indicates the SMS volume growth and the expected growth.

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. 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. 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.

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 - 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 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.

1 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.

2 Established July 07, 1995 as a Public Limited Company.

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

2006

Un-audited)

4 Vision By 2010 Airtel will be the most admired brand in India: • Loved by more customers • Targeted by top talent • Benchmarked by more business • First private telecommunications company to launch long distance services. 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.

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.

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. 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 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. 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-the-art 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.

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 Email 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 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. 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 Dial-up 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 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.

-

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

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. 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.

5 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. 6 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.

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 groupwide 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.

Market share of telecomm companies Airtel 32%, Idea 34%, RIM 16%,BSNL 14%, TATA INDICOM 2% and Hutch 2%. (as per data collected)

SHARE OF VARIOUS GSM OPERATOR IN INDIAN MARKET

Bharti is the market leader with 27.91% and others BSNL 24.44%, Hutch 19.51% This gives a clear scenario of Bharti is the market leader. (As per COAI report Dec 2005)

COMPARISON POSTPAID Vs PREPAID

25 20 15 10 5 0

S1 POSTPAID PREPAID

Our analysis of companies shows more postpaid than prepaid reverse of the actual figure. This was because of the sample we have chosen was different companies and business organizations.

MONTHLY EXPENSES OF CUSTOMER

MONTHLY EXPENSE 16 14 12 10 8 6 4 2 0

15 11

BELOW 350

9

9

350-499

500-1000

1000 AND ABOVE

RESPONSE OF CUSTOMER

Response of the customer and the other under study, regarding a new connection or interested for a group connection in the organization.

No. of Customer Walk-in in franchise

The pie chart shows the no of walk-in for different franchise. The data collected through questionnaire no. 2. customer mainly complained for 1. bills not received 2. information at online customer care & at franchise are different.

MD: Mr. Asim Ghosh Email: [email protected] Website: www.hutch.in Service Area: Andhra Pradesh, Chennai (Metro), Delhi (Metro), Gujarat, Haryana, Karnataka, Kolkata (Metro), Mumbai (Metro), Punjab, Rajasthan, Uttar Pradesh (W), Uttar Pradesh (E), West Bengal.

About Hutch

Hutch is the brand name of Hutchison Essar. It established its presence in India in 1994 and was one of the first cellular providers in the city of Mumbai. Over time it has expanded operations across the country and is among the most respected cellular service providers known for providing world class and innovative class services. Hutchison Essar is a joint venture between Hutchison Telecom and Essar with 11.41 million mobile users as on December 31, 2005 across the country. Over the years, it has tried hard been in order to provide seamless communication coupled with a commendable pace in rolling out its networks in various rural & urban areas. Hutchison Telecom is a part of the multinational conglomerate - Hutchison Whampoa which has its origins dating back to 1828 in Hong Kong. The Group operates five core businesses in 42 countries across the world, of which, Hutchison Telecom has been one of the pioneers in mobile multimedia communication and spans five continents. Apart from telecommunications, the Essar Group also have ventured into other manufacturing & service sectors like Steel, Oil & Gas, Power, Shipping & Logistics & Engineering & Constructions. The Group has an asset base of over Rs 20 billion (US$ 4.4 billion) and employs over 4000 people.

Hutchison Esaar

Orange House, Penninsula Point Peninsula Corporate Park Ganpath Rao Kadam Marg Lower Parel, Mumbai – 400013

CEO: Mr. Vikram Mehmi Email: [email protected] Website: www.ideacellular.com Service Area: Delhi (Metro), Andhra Pradesh, Gujarat, Haryana, Maharashtra, Kerala, Madhya Pradesh, Uttar Pradesh (W).

About Idea IDEA Cellular has licenses to operate in 11 telecom circles in India. With a customer base of over 6 million as on December 31, 2005, IDEA Cellular has operations in Delhi, Maharashtra, Goa, Gujarat, Andhra Pradesh, Madhya Pradesh, Chattisgarh, Uttaranchal, Haryana, UP- West and Kerala. IDEA Cellular's footprint currently covers approximately 45% of India's population and over 50% of the potential telecom-market. With GPRS currently available on all its' networks, for both pre and post paid customers, IDEA Cellular has commercially launched next generation EDGE technology for its Delhi circle. It has launched music messaging with 'Cellular Jockey', 'Global SMS' in over 540 networks across all technology platforms, a voice portal with 'Say IDEA'. Among the tariff plans, IDEA Cellular offers customer friendly and competitive Pre Paid offerings, with 'Eco Talk', 'Flexi-charge', 'Super Power' and other segmented offerings. 'Lifetime Idea' is the first and only loyalty program,for pre paid customers and Pay Easy which is bill payment through the effective use of the pre-paid channel, IDEA has also launched a complete suite of Mobile Email services.

Idea Cellular Limited

11/1, Sharada Center Eranwadane, Off Karve Road Pune – 411 004

CEO: Mr. S.P. Shukla Email: [email protected]

Reliance Telecom Limited Dhirubhai Ambani Knowledge City, Thane - Belapur Road, Navi Mumbai – 406709 SERVICE AREA:- Andhra Pradesh, Bihar & Jharkhand , Chennai, Delhi, Gujarat, Haryana, Himachal Pradesh, Karnataka, Kolkatta, Kerala, Madhya Pradesh, Maharashtra & Goa, Mumbai, Orissa, Punjab, Rajasthan, Tamilnadu, Uttar Pradesh (East), Uttar Pradesh (West), West Bengal / Sikkim ,Chandigarh, Pondicherry. ABOUT RELIANCE Reliance Infocomm began laying its 60,000 route kilometres of pan-India fibre optic backbone in 1999. The backbone was commissioned on December 28, 2002, Dhirubhai’s 70th birth anniversary, first since his sad demise on July 6, 2002. Present at over 240 locations in over 100 cities across the country, Reliance Web World offers a wide array of services like Broadband Surfing, Multiplayer Online Gaming, Video Conferencing, Digital Electronic News Gathering, Digital Services, eLearning, Virtual Office & more, besides offering Reliance phones, accessories and related services 80,000 kms of optic fiber backbone. Wireless network covering over 2,400 cities/towns, to expand to over 5,700 cities AND 4,00,000 villages by December. 4,300 Base Transceiver Stations (BTSs) across the country, to increase to around 8,500 by December. Network with superior reliability. All this managed from our state-of-the-art national network operations centre in Mumbai.

Plan 249 AIRTEL

TATA

IDEA

RIM

HUTCH

150

100

200

330

150

500

500

500

249 50

249

249

124

249

LOCAL OWN NETWORK OTHER MOBILE OTHERS

0.5 0.5 1

1.2 1.2 1.2

0.5 0.5 1

0.5 0.5 1

0.3 0.5 1

0.8 0.8 1.2

STD OWN NETWORK OTHER MOBILE OTHERS

2 2 2

2.65 2.65 2.65

2.65 2.65 2.65

2 2.5 2.5

2.4 2.4 2.4

1.8 1.8 1.8

ACTIVATION CHARGE SECURITY DEPOSIT MONTHLY RENTAL CLIP CHARGE

FREE TALK TIME SMS LOCAL NATIONAL INTERNATIONAL

Rs.150LOCAL M TO M 1 2 5

199 LOCAL 1 1 5

BSNL325

500

150 LOCAL M TO M 1 1 2 2 5 5 50 SMS FREE PER MONTH

150LOCAL M 2 M & 500 MINUTES H2H 1 2 5

0.4 0.8 5

Findings: Idea gives 50 SMS free and does not charge additional clip charges. 2. Hutch is FAT of Rs.150 local mobile to mobile and FAT of Rs.500 on local Hutch to Hutch. 3. Call charges of BSNL are higher in local but cheapest in STD. 1.

Group plan AIRTEL 100 500 249 50 299

IDEA 200 500 249

124+225

249

349

TATA 100 500 198 25 223

LOCAL OWN NETWORK OTHER MOBILE OTHERS

0.5 0.5 1

0.3 0.5 1

0.5 1 1

0 1 2

STD OWN NETWORK OTHER MOBILE OTHERS

2 2 2

2 2 2

2 2.5 2.5

3 3 3

ACTIVATION CHARGE SECURITY DEPOSIT MONTHLY RENTAL CLIP CHARGE MONTHLY BILL

FREE TALK TIME SMS LOCAL NATIONAL INTERNATIONAL

RIM 330

1000 min* 1 2 5

CALL WITH IN GROUP

.3P

FREE SMS

NA

1 2 5

1 2 5

FREE 50

original plan 124 no group planavailable NA

1 2 5 TATA TO TATA FREE NA

Findings : 1. TATA to TATA all calls are freeing local circle. 2. Reliance give 1000 min to any reliance with addition Rs. 225 3. Calls in group in Idea are free and to other idea mobile is .30p and 50 SMS

per month 4. Calls in group in Airtel are .30p and to other Airtel mobile is .30p and 50 SMS per month

Plan 444 AIRTEL 150 500 444 50 249

IDEA 200 500 444 50 249

LOCAL OWN NETWORK OTHER MOBILE OTHERS

.44 .88 .88

STD OWN NETWORK OTHER MOBILE OTHERS

1 1 1

ACTIVATION CHARGE SECURITY DEPOSIT MONTHLY RENTAL CLIP CHARGE MONTHLY BILL

FREE TALK TIME SMS LOCAL NATIONAL INTERNATIONAL

250/250 min* 1 2 5

349

TATA 100 500 444 25 223

.50 .80 1

0 1 1

0 1 2

2 2 2

1 2 2.5

3 3 3

500 min*

RIM 330 124+225

1000 min* 1 2 5

1 2 5 original plan 124 no jodi pack available

Plan199

1 2 5

AIRTEL 150 500 199 50

TATA 100 500 198(123+75) 25

IDEA 200 500 199 50

RIM 330

LOCAL OWN NETWORK OTHER MOBILE OTHERS

1 2 2

0 1 2

1 2 2

0.5 0.5 1

0.9 0.9 1.2

STD OWN NETWORK OTHER MOBILE OTHERS

2 2.4 2.4

3 3 3

2 2 2

2 2.5 2.5

2 2 2.4

ACTIVATION CHARGE SECURITY DEPOSIT MONTHLY RENTAL CLIP CHARGE

FREE TALK TIME Sms Local Std international

BSNL(225)

124

PAY RS.225 1000 Per month free 1 2 5

1 2 5 ROAMING FREE T 2 T NO ROAMOING RENTAL

Findings: 1. Tata Indicom has plan better then others.

1 2 5

1 2 5

0.4 0.8 5

1. Customer dissatisfaction was largely due to bill. Customers do not get their bills. 2. Bill plan are not as attractive as compared to competitor’s plan. 3. There must be uniformity in the information provided to the customer by customer care executive at franchise and online.

Franchise OM SOLUTIONS 1. Area served by the franchise for the organization is very small. 2. No time table is displayed in the Franchise. 3. They didn’t have proper arrangement of water. 4. There was no A.C. 5. Sign boards were old bearing old schemes. 6. Not properly advertised.

1. Company should make up the bill distribution network strong enough

2.

3. 4.

5.

to match up the customer requirement. a. Company may use courier services for distribution of bills. b. Company may also use the newspaper distributor. 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. Customer must be given chance to plan product for the company. There must be uniformity in the information provided to the customer by customer care executive at franchise and customer care executive online to avoid communication gap. Airtel sites must be promoted among the customer for more use.

Franchise OM SOLUTIONS The company should review about the area of operation for OM SOLUTIONS. 2. The franchise must bear a proper Time Table. 3. There should be proper arrangement of water along with a servant. 4. The environment must be Air-conditioned. 5. Sign boards latest holograms and schemes should be placed at the franchise. 6. Proper advertisement for the franchise should be made to gear up the sales in the market. 7. Customer executive at franchise of other companies were more formal. 1.

•

Time constraints: due to limitation of time we don’t have a large variety of customers. • At times customers are not ready to listen to the information given to them because they are too angry with the whole processing system. So didn’t respond. • Limited area for operations: we were bounded by the authorities for a particular and specified area of operations there in we did not have a variety of postpaid customer. Had it been a bigger area outcomes of the project would have been really outstanding.

QUESTIONNAIRE NO. 1 1.

2. Which connection the you are having? Idea Hutch

Airtel RIM

BSNL Tata Indicom

3. What are the problems you are facing with connection that you are using? Roaming Network Billing Call Barring 4. Which connection do you have? Postpaid

Prepaid

5. Your mobile expenditure is managed by Self Organization 6. What is your minimum mobile expenditure? ___________________________________________________________________________________ _ 7. Any other facility you want in connection? ___________________________________________________________________________________ _

8. We welcome your valuable suggestion to Airtel. ___________________________________________________________________________________ ___________________________________________________________________________________ ___________________________________________________________________________________ ___________________________________________________________________________________ ____

9. Response of the customer ___________________________________________________________________________________ ___________________________________________________________________________________ __

Questionnaire No. 2 Name: Add.:-

Contact No.:-

1. Purpose of visit:___________________________________________________________________ ___________________________________________________________________ 2. Is customer care executive attended you well? a) Yes b) No 3. Do you feel comfortable in the environment? a) Yes b) No 4. Are you satisfied with executive’s job knowledge? a) Yes b) No 5. Is your problem solved? a) Yes

b) No

6. In how much time your problem is solved? ___________________________________________________________________ 7. No. of visit made by you? ___________________________________________________________________ 8. Whether you got confirmation of resolution? a) Yes b) No 9. Are you satisfied now? a) Yes

b) No

10. Do want to visit this ACR in future? ___________________________________________________________________

BIBLIOGRAPHY •

Kotler Philip, Marketing Management (Ninth Edition) -By (Published Prentice-hall of India Pvt.ltd. New Delhi)

•

G.C Beri, Marketing Research (Second Edition) -By(Published Tata Mcgraw Hill Publishing Col.Ltd. Delhi)

• Business Today • Magazines.

Websites 

www.google.com



www.airtel.com



www.hutchworld.com

 www.reliancemobile.com