Internship report for Bharti Airtel

Business school of Delhi

THE INTERNSHIP REPORT FOR PGDM 2009-2011

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

Name of the organization Bharti AIRTEL

Industry Guide:

Place of Work:

Prof. Rajesh Kumar

East Delhi distributor

(Marketing HOD, BSD)

(Jai Durga)

Supervised By:

Submitted By:

Mr. Akhilesh Gupta

Ankit Jain

(Ast. sales manager, Airtel Delhi circle)

Marketing and IB

1 INTERNSHIP PROJECT PERPARED BY: ANKIT JAIN

ACKNOLEDGEMENT

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

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

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

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

Ankit Jain PGDM (2009-11) Marketing and International business

2 INTERNSHIP PROJECT PERPARED BY: ANKIT JAIN

PREFACE

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

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

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

3 INTERNSHIP PROJECT PERPARED BY: ANKIT JAIN

Index Page No.

Contents I.

Acknowledgement

II.

Preface

III.

Company profile

IV.

Company overview

06

V.

Vision and mission of Airtel

07

VI.

Telecommunication sector in India

8-9

05

VII.

Worldwide presence of Airtel

10-13

VIII.

Subscriber base of Airtel in India

14-15

IX.

History of Airtel

16-38

X.

Objective of internship

39-58

XI.

Research methodology

59

XII.

Questionnaire

60-62

XIII.

Respondents result

63-68

XIV.

SWOT analysis

69

XV.

BCG matrix

70

XVI.

Findings

71

XVII.

Recommendations

72

XVIII.

Bibliography

73

Company profile: Bharti Airtel Limited 4 INTERNSHIP PROJECT PERPARED BY: ANKIT JAIN

Type

Public (BSE: 532454)

Industry

Telecommunications

Founded

7 July 1995

Founder(s)

Sunil Bharti Mittal

Headquarters

New Delhi, India

Area served

Worldwide

Key people

Sunil Mittal (Chairman) & (MD) Manoj Kohli

Products/services

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

Revenue

▲ US$ 7.254 billion (2009)

Operating income

▲ US$ 2.043 billion (2009)

Net income

▲ US$ 1.662 billion (2009)

Total assets

▲ US$ 11.853 billion (2009)

Employees

25,543 (2009)

Parent

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

Website

Airtel.in

Overview: Bharti Airtel Limited ((BSE: 532454) formerly known as Bharti Tele-Ventures LTD (BTVL) is an Indian company offering telecommunication services in 18 countries. 5 INTERNSHIP PROJECT PERPARED BY: ANKIT JAIN

It is the largest cellular service provider in India, with more than 135 million subscriptions as of May 2010. Bharti Airtel is the world's third largest, single-country mobile operator and fifth largest telecom operator in the world in terms of subscriber base. It also offers fixed line services and broadband services. It offers its telecom services under the Airtel brand and is headed by Sunil Bharti Mittal. The company also provides telephone services and broadband Internet access (DSL) in over 89 cities in India. It also acts as a carrier for national and international long distance communication services. The company has a submarine cable landing station at Chennai, which connects the submarine cable connecting Chennai and Singapore. It is known for being the first mobile phone company in the world to outsource everything except marketing and sales. Its network (base stations, microwave links, etc.) is maintained by Ericsson and Network. Business support by IBM and transmission towers by another company. Ericsson agreed for the first time, to be paid by the minute for installation and maintenance of their equipment rather than being paid up front. This enables the company to provide pan-India phone call rates of Rs. 1/minute (U$0.02/minute). The company is structured into four strategic business units - Mobile, Telemedia, Enterprise and Digital TV. The mobile business offers services in 18 countries across the Indian Subcontinent and Africa. The Telemedia business provides broadband, IPTV and telephone services in 89 Indian cities. The Digital TV business provides Direct-toHome TV services across India. The Enterprise business provides end-to-end telecom solutions to corporate customers and national and international long distance services to Telco’s.

Globally, Bharti Airtel is the 3rd largest in-country mobile operator by subscriber base, behind China Mobile and China Unicom. In India, the company has a 30.7% share of the wireless services market. In January 2010, company announced that Manoj Kohli, Joint Managing Director and current Chief Executive Officer of Indian and South Asian operations, will become the Chief Executive Officer of the International Business Group from 1 April 2010. He will be overseeing Bharti's overseas business.

Vision and mission of Bharti Airtel:

6 INTERNSHIP PROJECT PERPARED BY: ANKIT JAIN

Vision By 2010 Airtel will be the most admired brand in India:  Loved by more customers  Targeted by top talent  Benchmarked by more business

Mission  We will meet the mobile communication needs of our customers through: • Error- free service delivery • Innovative products and services • Cost efficiency • Unified Messaging Solutions

Telecommunications sector in India Indian telecom is more than 165 years old, beginning with the commissioning of the first telegraph line between Kolkata and Diamond Harbors in 1839. In1948, India had 0.1 million telephone connections with a telephone density of about 0.02 telephones per hundred populations. As of June2007, there were 225.21 million telephone (including cellular mobile) connections in the country with a telephone density of 19.86 telephones 7 INTERNSHIP PROJECT PERPARED BY: ANKIT JAIN

per hundred populations. Out of total 225.21 million telephone connections, 185.13 million (nearly 82percent) connections pertained to wireless and mobile phones. Some administrative and functional aspects of the telecom sector in India are discussed below: History of Indian Telecommunications started in 1851 when the first operational land lines were laid by the government near Calcutta (seat of British power). Telephone services were introduced in India in 1881. In 1883 telephone services were merged with the postal system. Indian Radio Telegraph Company (IRT) was formed in 1923. After independence in 1947, all the foreign telecommunication companies were nationalized to form the Posts, Telephone and Telegraph (PTT), a monopoly run by the government's Ministry of Communications. Telecom sector was considered as a strategic service and the government considered it best to bring under state's control. In 1880, two telephone companies namely The Oriental Telephone Company Ltd. and The Anglo-Indian Telephone Company Ltd. approached the Government of India to establish telephone exchanges in India. The permission was refused on the grounds that the establishment of telephones was a Government monopoly and that the Government itself would undertake the work. By 1881, the Government changed its earlier decision and a license was granted to the Oriental Telephone Company Limited of England for opening telephone exchanges at Kolkata, Mumbai, Chennai (Madras) and Ahmedabad. January 28, 1882, is a Red Letter Day in the history of telephone in India. On this day Major E. Baring, Member of the Governor General of India's Council declared open the Telephone Exchange in Kolkata, Chennai and Mumbai. The exchange at Kolkata named "Central Exchange" was opened at third floor of the building at 7, Council House Street. The Central Telephone Exchange had 93 numbers of subscribers. Bombay also witnessed the opening of Telephone Exchange in 1882. India is the fourth largest telecom market in Asia after China, Japan and South Korea. The Indian telecom network is the eighth largest in the world and the second largest among emerging economies. At current levels, telecom intensiveness of Indian economy measured as the ratio of telecom revenues to GDP is 2.1 percent as compared with over 2.8 percent in developed economies (CRISIL, www.ibef.com). Indian telecom sector has undergone a major process of transformation through significant policy reforms. The reforms began in 1980s with telecom equipment manufacturing being opened for private sector and were later followed by National Telecom Policy (NTP) in 1994 and NTP'1999. Historically, the telecom network in India was owned and managed by the Government considering it to be a natural monopoly and strategic service, best under state's control. However, in 1990's, examples of telecom revolution in many other 8 INTERNSHIP PROJECT PERPARED BY: ANKIT JAIN

countries, which resulted in better quality of service and lower tariffs, led Indian policy makers to initiate a change process finally resulting in opening up of telecom services sector for the private sector. Policy reforms can be broadly classified in three distinct phases * “The Decade of 1980's saw private sector being allowed in telecommunications equipment manufacturing. Mahanagar Telephone Nigam Limited (MTNL) and Videsh Sanchar Nigam Limited (VSNL) were formed and a Telecom Commission was set up to give focus to telecommunications policy formation. * In 1990’s, Telecommunications sector also benefited from the general opening up of the economy. NTP 1994 was the first attempt to give a comprehensive roadmap for the Indian telecommunications sector. •

Availability of telephones on demand (targeted by 1997)

•

Universal service covering all villages and one PCO per 500 persons in urban areas at the earliest (targeted to be achieved by 1997)

•

Telecom services at affordable and reasonable prices

•

World standard quality of services

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

Worldwide presence of Airtel:

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

Its area of operations includes: 

3 countries in the Indian Subcontinent:

Bangladesh, India and Sri Lanka 

16 countries in Africa:

Burkina Faso, Chad, Democratic Republic of the Congo, Republic of the Congo, Gabon, Ghana, Kenya, Madagascar, Malawi, Niger,Nigeria, Seychelles, Sierra Leone, Tanzania, Uganda and Zambia.

Airtel owns 70 % of Warid Telecom in Bangladesh through a joint venture. Bharti Airtel Limited will take management control of the company and its board, and will re-launch the company's services under its own Airtel brand. The Bangladesh Telecommunication Regulatory Commission approved the deal on January 4, 2010.

10 INTERNSHIP PROJECT PERPARED BY: ANKIT JAIN

Airtel operates in the following countries. Airtel is interimly known as Zain in its newly acquired Africa operations and will assume the Airtel brand name only in the coming months.

Country

Site

Remarks

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

Burkina Faso

Chad

http://www.bf.zain.com

Airtel in Burkina Faso is the dominant player with 1,433,000 customers representing 50% market share.

http://www.td.zain.com

A pioneer in the Chadian telecom industry, Airtel in Chad is the no. 1 operator with 69% market share.

Democratic Republic of the http://www.cd.zain.com Congo

Gabon

http://www.ga.zain.com

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

Ghana

http://www.gh.zain.com

Airtel in Ghana has over 1 million customers.

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India

http://www.airtel.in

Airtel is market leader in India with 31.18% market share as on July 2010.

Kenya

http://www.ke.zain.com

Airtel Kenya customers stand at 2,418,000 million with 17% market share.

Madagascar http://www.mg.zain.com

Airtel holds second place in the mobile telecom market in Madagascar, has a 39% market share and over 1.4 million customers.

Malawi

http://www.mw.zain.com

Airtel in Malawi is the market leader with a market share of 72%.

Niger

http://www.ne.zain.com

Airtel in Niger is the market leader with a 68% market share.

Nigeria

http://www.ng.zain.com

Republic of http://www.cg.zain.com the Congo

Seychelles http://www.airtel.sc

Sierra Leone

Airtel in Congo is the market leader with a 55% market share.

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

http://www.sl.zain.com

Sri Lanka

http://www.airtel.lk

Tanzania

http://www.tz.zain.com

Airtel in Tanzania is the market leader with a 38% market share.

Uganda

http://www.ug.zain.com

Airtel in Uganda stands as the no. 2 operator with a market

12 INTERNSHIP PROJECT PERPARED BY: ANKIT JAIN

share of 38%.

Zambia

http://www.zm.zain.com

Subscriber base in India: The Airtel subscriber base according to Cellular Operators Association of India (COAI) as of May 2010 was:

Metros 

Chennai - 2,704,067



Delhi - 6,204,025 13 INTERNSHIP PROJECT PERPARED BY: ANKIT JAIN



Mumbai - 3,066,905



Kolkata - 2,821,065

"A" Circle 

Andhra Pradesh - 13,547,616



Gujarat - 5,760,204



Karnataka - 13,209,270



Maharashtra - 6,701,424



Tamil Nadu - 8,423,702

"B" Circle 

Haryana - 1,554,034



Kerala - 3,185,876



Madhya Pradesh - 7,202,200



Punjab - 4,921,266



Rajasthan - 10,802,138



Uttar Pradesh (East) - 9,671,973



Uttar Pradesh (West) - 4,317,918



West Bengal - 6,001,669

"C" Circle 

Assam - 2,570,283



Bihar - 9,652,206



Himachal Pradesh - 1,346,666



Jammu and Kashmir - 1,976,568



North Eastern States - 1,538,853



Orissa - 4,373,802 14 INTERNSHIP PROJECT PERPARED BY: ANKIT JAIN

Airtel is the market leader in India with a total of 133,619,705 out of 444,295,711 GSM mobile connections or 31.18% market share as of July 2010.

History of Airtel Cellular telephony was introduced in India 1990s onwards. At that time, there were only two major private players, Bharti (Airtel) and Essar (Essar) and both these companies offered only post-paid services. Initially, the cellular services market registered limited growth. Post-paid services: these services are those for which customer have to pay the amount generated in the bill on monthly basis after using the services. Due to some Indian myths these services were unable to attract the customers of rural and urban markets. 15 INTERNSHIP PROJECT PERPARED BY: ANKIT JAIN

Moreover, these services were mostly restricted to the metros. Other factors such as lack of awareness among people, lack of infrastructural facilities, low standard of living, and government regulations were also responsible for the slow growth of cellular phone services in India. Although the cellular services market in India grew during the late 1990s (as the number of players increased and tariffs and handset prices came down significantly) the growth was rather marginal. This was because the cellular service providers offered only postpaid cellular services, which were still perceived to be very costly as compared to landline communications. That time the prices are that much high for cellular services, even for incoming calls customers had paid 7 – 10Rs per/min and for outgoing up to 16Rs per/min. Gradually these rates get decreased as level of competition among private service provider is getting throat cut and because of this tough competition call rates are decreasing even today also. Following this realization, the major cellular service providers in India, launched prepaid cellular services in the late 1990s. The main purpose of these services was to target customers from all sections of society (unlike post-paid services, which were targeted only at the premium segment). Customer showed favorable response for prepaid services as a result companies are focusing more on pre-paid customer as compared to post- paid. Pre-paid: these services are those for which customer have to pay before using the services. This can be done only through paper recharge coupons ranging to differentdifferent amount as for the convenience of customers.

1976-79

16 INTERNSHIP PROJECT PERPARED BY: ANKIT JAIN

• •

Bharti Enterprises founded by Sunil Bharti Mittal. Starts

as

a

small

scale manufacturing

unit

for

bicycle

components. Diversifies into production of yarn, stainless steel sheets for surgical utensils.

1980-84

17 INTERNSHIP PROJECT PERPARED BY: ANKIT JAIN

•

Bharti Overseas Trading Corporation set up. Bharti imports and markets stainless steel products, brass and plastic products, and zip fastners etc.

•

Bharti ties up with Suzuki, Japan to import and distribute portable gensets. By 1984 Bharti is the largest importer of portable gensets in India.

1985-88

18 INTERNSHIP PROJECT PERPARED BY: ANKIT JAIN

•

Bharti makes it entry into the telecom sector with Bharti Telecom. Enters into a technical tie-up with Siemens AG of Germany and becomes the first company in India to manufacture electronic push button telephones in Gurgaon.

•

Bharti Telecom's Ludhiana factory commences operations for manufacturing push button phones

•

Bharti also makes an entry into India's pharma sector with Bharti Healthcare, which manufactures empty hard gelatin capsules.

1989 19 INTERNSHIP PROJECT PERPARED BY: ANKIT JAIN

•

Bharti ties-up with Takacom Corporation, Japan to become the first company in India to manufacture telephone answering machines.

1990

•

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

first

company

in

India

to

manufacture

cordless

telephones 20 INTERNSHIP PROJECT PERPARED BY: ANKIT JAIN

1991

Bharti Telecom's products reach international markets.

•

Company

signs

OEM

contract

with

Sprint,

USA

for

manufacture and export of telephone sets.

1992 Bharti Cellular Ltd. is born. Bharti forms a consortium with

•

SFR-France, Emtel-Mauritius and MSI-UK, to bid for mobile service provider licenses in Indian metros.

1993

21 INTERNSHIP PROJECT PERPARED BY: ANKIT JAIN

•

Bharti

Telecom's

Gurgaon

factory

becomes

the

first

manufacturer of push button phones to be awarded ISO 9002 accreditation. •

Bharti

provides

technical

assistance

to

Uganda

for

manufacture of push button pones.

1994

•

Bharti wins GSM mobile service provider licence for Delhi NCR.

•

Bharti

Telecom's

Ludhiana

factory

gets

ISO

9002

accreditation

1995

22 INTERNSHIP PROJECT PERPARED BY: ANKIT JAIN

•

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

•

Forms consortium with Telecom Italia to bid for cellular and fixed-line services under Bharti Telnet

•

Bharti joins forces with Siemens to market telephone terminals under SIEMENS and BEETEL brand names.

•

Bharti Tele-Ventures is incorporated

1996

23 INTERNSHIP PROJECT PERPARED BY: ANKIT JAIN

•

Airtel launched mobile services in the state of Himachal Pradesh, the first by any private Telco.

•

Telecom Italia acquires 20% equity interest in Bharti TeleVentures

•

Bharti Telnet bids for fixed line licence in the state of Madhya Pradesh Bharti forays into manufacture of HDPE Silicore ducts. Forms a joint venture with Dura-Line Corp, USA

1997

•

British Telecom acquires equity interest in Bharti Cellular

•

Airtel becomes the first mobile service provider in the country to cross the 100,000 customers mark

•

Bharti gets licence to provide comprehensive telecom services in Seychelles.

24 INTERNSHIP PROJECT PERPARED BY: ANKIT JAIN

•

Bharti wins fixed-line service provider licence for Madhya Pradesh. Becomes the first private company in India to win a fixed-line licence.

•

Bharti Telecom and British Telecom form joint venture Bharti BT Ltd. - for offering VSAT services

•

Bharti-Duraline commences operations. Becomes the first company in India to manufacture HDPE Silicore Ducts.

•

Bharti Telecom emerges as the largest manufacturer of telephones in India with a capacity of 200,000 units.

1998

•

Bharti becomes the first Indian company to offer telecom services in international markets. Launches mobile services in Seychelles. 25 INTERNSHIP PROJECT PERPARED BY: ANKIT JAIN

•

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

•

British Telecom consolidates its equity interest in Bharti Cellular to 44%

•

Bharti BT Internet, a joint venture of Bharti Telecom and British Telecom, formed for providing ISP services.

•

Bharti commissions India's first private sector transmission network between Bhopal and Indore

1999

26 INTERNSHIP PROJECT PERPARED BY: ANKIT JAIN

•

Warburg Pincus, a leading international private equity investor, picks up stake in Bharti Tele-Ventures.

•

Bharti acquires a controlling stake in JT Mobiles, established footprint in the states of Andhra Pradesh and Karnataka

•

Bharti BT Internet launches ISP services in Delhi, Mumbai and Bangalore under the `Mantra online' brand.

•

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

2000

•

Bharti and SingTel, Asia's leading Telco, form strategic partnership. SingTel invests $ 400 million in Bharti. 27 INTERNSHIP PROJECT PERPARED BY: ANKIT JAIN

•

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

•

Bharti

acquires

majority

stake

in

SkyCell,

establishes

presence in the Chennai circle •

Bharti and SingTel announce a $650 million partnership for undersea optic fibre cable between India and Singapore

•

Bharti and SingTel form Bharti Telesonic to operate and manage National Long Distance operations.

•

Mantra Online launches India's first International Satellite Gateway.

2001

28 INTERNSHIP PROJECT PERPARED BY: ANKIT JAIN

•

Bharti wins mobile service provider licences in 8 circles and fixed-line service provider licences in 4 circles. Bharti's mobile service provider licence in Punjab is restored.

•

Bharti acquires Spice Cell and enters the Kolkata circle.

•

Bharti Telesonic launches National Long Distance services under the `IndiaOne' brand.

•

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

•

Forms joint venture with SingTel for a submarine cable landing station between India and Singapore

•

SingTel, Warburg Pincus, AIF, IFC, NYLIF and Seejay Cellular make equity investments of approximately US$ 481.30 million in Bharti Tele-Ventures and through Bharti Telecom.

•

Bharti acquires British Telecom's equity interests in Bharti Cellular, Bharti BT and Bharti BT Internet.

•

Bharti acquires three additional ISP licenses

2002

29 INTERNSHIP PROJECT PERPARED BY: ANKIT JAIN

•

Bharti goes public, completes India's first 100% book building issue and gets listed on the National stock Exchange, Bombay Stock Exchange and the Delhi Stock Exchange on February 18, 2002.

•

Bharti launches mobile services in Gujarat, Haryana, Kerala, Madhya Pradesh circle, Maharashtra, Mumbai, Punjab, Tamil Nadu, Uttar Pradesh (West).

•

Bharti enters into a license agreement with the DoT to provide

International

Long Distance

services

in

India.

Becomes India's first private telecommunications services provider to launch International Long Distance services. •

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

2003

30 INTERNSHIP PROJECT PERPARED BY: ANKIT JAIN

•

Bharti enters the business outsourcing segment. Forms TeleTech Services Ltd in partnership with TeleTech Holdings (USA). Airtel becomes India's largest GPRS network

2004 31 INTERNSHIP PROJECT PERPARED BY: ANKIT JAIN

•

Bharti, a first in the telecom industry, signs a 10 year comprehensive IT outsourcing deal with IBM.

•

Bharti heralds a new paradigm in telecom, outsources mobile network to Ericsson and Nokia in mutli-million dollar managed networks deals.

•

Bharti clocks revenues in excess of a billion dollars annually. Registers profits in excess of $150 million.

•

Bharti & Rothschild form a 50:50 JV - FieldFresh- for linking India's farms to the world.

•

Bharti launches mobile services in Uttar Pradesh (East), West Bengal, Jammu & Kashmir and Orissa.

•

Airtel exclusively brings globally acclaimed Blackberry to India

32 INTERNSHIP PROJECT PERPARED BY: ANKIT JAIN

2005

•

Bharti becomes India's first mobile service provider to complete a national footprint in all 23 telecom circles.

•

Vodafone picks up 10% equity interest in Bharti for $1.5 billion, making it the single largest foreign investment in the country.

•

Bharti continues to build on its successful business model based on outsourcing. Enters into agreement with four global BPOs - Hinduja TMT, IBM-Daksh, Mphasis & TeleTech Services - and Nortel to provide world-class customer care services

•

Bharti marks its foray into financial services. Forms joint venture with Axa of France to offer life insurance products.

33 INTERNSHIP PROJECT PERPARED BY: ANKIT JAIN

•

Bharti and IBM announce a Joint Go to Market program to offer managed services in India.

•

West Bridge Capital Partners, Sequoia Capital and Cisco Systems pick up 10% stake in Bharti Telesoft

2006

•

Bharti and Wal-Mart sign Memorandum of Understanding to jointly explore Retail opportunities in India

•

Bharti becomes the first Indian telecom operator to launch 3G services, starts 3G operations in Seychelles

•

Bharti wins mobile service provider licence in Jersey and Guernsey, Channel Islands, Europe.

•

Bharti Axa Life Insurance launches national operations.

34 INTERNSHIP PROJECT PERPARED BY: ANKIT JAIN

•

Bharti and its Associates commit a corpus of Rs 200 crores to Bharti Foundation to provide education to underprivileged children in villages across India.

•

Bharti Televentures rechristened as Bharti Airtel

2007

•

Bharti becomes the fastest private telecom company in the world to cross the 50 million mark. Enters the league of top 5 mobile companies in the world.

•

Bharti launches Mobile Money Transfer pilot project in India in partnership with GSMA

•

Bharti outlines strategic roadmap for its Retail venture. Commits investment of up to US $ 2 to 2.5 billion by 2015.

•

Bharti and Wal-Mart Stores, Inc. form a joint venture Bharti Wal-Mart Private Limited, for wholesale cash-and-carry and back-end supply chain management operations in India. 35 INTERNSHIP PROJECT PERPARED BY: ANKIT JAIN

•

Bharti brings in Del Monte as a strategic partner in FieldFresh to enhance focus in the processed food segment.

•

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

•

Bharti Teletech manufactures its 20 millionth telephone.

•

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

•

Jersey

Airtel

Launches

Services,

Brings

A

Range

Of

Innovative Products And Services To Customers In Jersey Under Airtel-Vodafone Brand •

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

•

Bharti and Axa form joint ventures to launch General Insurance and Asset Management services in India.

•

Bharti wins licence to offer mobile services in Sri Lanka.

•

Bharti Telesoft acquires Jatayu Software.

36 INTERNSHIP PROJECT PERPARED BY: ANKIT JAIN

2008

•

Bharti launches its first set of retail stores in Ludhiana under the `easy day' brand.

•

Bharti crosses 60 million telecom customers landmark.

•

Bharti launches services in Guernsey, Channel Islands.

•

Bharti joins hands with Idea and Vodafone to form Indus Towers - an independent passive mobile infrastructure company.

•

Eight leading international leading PE funds pick up stake worth $1.25 billion in Bharti Infratel - Bharti's passive mobile infrastructure company. 37 INTERNSHIP PROJECT PERPARED BY: ANKIT JAIN

2009

•

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

•

Bharti Foundation sets up Bharti Centre for Communication in partnership with Indian Institute of Technology, Mumbai

•

Bharti Airtel and Alcatel-Lucent form JV to manage Bharti Airtel's pan-India Broadband and Telephone services

•

Bharti Walmart launches first Cash & Carry Store under Best Price Modern Wholesale brand

•

Bharti Telesoft renamed `Comviva' 38 INTERNSHIP PROJECT PERPARED BY: ANKIT JAIN

•

Bharti Airtel launches IPTV service; Digital TV interactive

•

Bharti Airtel crosses the 100 million telecom customers mark

2010

•

Bharti

Airtel

acquires

70%

stake

in

Warid

Telecom,

binding

definitive

Bangladesh •

Bharti

Airtel

enters

into

a

legally

agreement with Zain Group to acquire Zain Africa •

Bharti Airtel acquires the mobile operations of Zain in 15 African countries. Becomes the fifth largest mobile operator in the world.

39 INTERNSHIP PROJECT PERPARED BY: ANKIT JAIN

Objectives of Internship

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

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

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

4) To supervise the merchandiser’s work.

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

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

40 INTERNSHIP PROJECT PERPARED BY: ANKIT JAIN

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

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

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

Descriptions Along With Fact Sheets

1) To filling out the communication gap between distributor and retailer in the assigned beat: Here gap refers to: The retailers who are not aware about the amount of claim they will get on the Sim selling and commission on lapu recharge or paper recharge coupon.

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

Retailers Claim on Sim Selling Monthly Sim selling

Claim/Sim

1 to 5

10

06 to 25

20

26 to 50

40 41

INTERNSHIP PROJECT PERPARED BY: ANKIT JAIN

More than 50

50

Retailers Commission on Lapu Recharge and Paper Coupons

Lapu Recharge: When customer’s mobile no. recharged with the retailers mobile load it is said to be lapu recharge or we can say easy recharge. Generally there is 2.25% commission is offered by Airtel to retailers on lapu recharge and paper recharge however at frequent intervals Airtel offers more commission on specified recharges, which are given below. As Airtel is the market leader and serving maximum no. of satisfying customers its commission is the lowest in the segment. Reliance GSM and Aircel is offering 3% and 4% commission.

Commission on Current Specified Recharge

Recharge amount

Commission

98

14.28%

220

5%

42 INTERNSHIP PROJECT PERPARED BY: ANKIT JAIN

Fact Sheet DISTRIBUTOR NAME

LAPU NO.

RETAILER NAME

COMMUNICATION

JAI DURGA AGENCY

9871245071

RET-MUSKAN COMMUNICATION

OK

JAI DURGA AGENCY

9871783642

RET-DOIRE TELECOM CENTRE

OK

JAI DURGA AGENCY

9810373549

UNCLE JI TELECOM CENTRE

OK

JAI DURGA AGENCY

9871783644

RET-MONARCH COMMUNICATION

OK

JAI DURGA AGENCY

9910272115

DATARAM TELECOM

OK

JAI DURGA AGENCY

9871774375

RET-KASHISH TELECOM

OK

JAI DURGA AGENCY

9910307644

RET-ARORA TELE ZONE

OK

JAI DURGA AGENCY

9818959458

JAI DURGA TELECOM & GENERAL STORE

OK

JAI DURGA AGENCY

9871934280

SAI TELECOM

OK

JAI DURGA AGENCY

9871934226

I.S.COMMUNICATION

OK

JAI DURGA AGENCY

9910356597

HELLO POINT

OK

JAI DURGA AGENCY

9910431709

RET-CHANDNI TELECOM SYSTEM

OK

JAI DURGA AGENCY

9810061425

RET-NEW MOBILE PALACE

OK

JAI DURGA AGENCY

9871245031

RET-CHAUHAN TELECOM CENTRE

OK

JAI DURGA AGENCY

9871774342

RET-JANTA COMMUNICATION

OK

JAI DURGA AGENCY

9818629150

MOBILE MANTRA

OK

JAI DURGA AGENCY

9871245036

RET-NATIONAL MEDICAL STORE

OK

JAI DURGA AGENCY

9910272157

EENA COMMU

OK

JAI DURGA AGENCY

9871774505

RET-GOODWELL COMMUNICATION

OK

JAI DURGA AGENCY

9910272171

HELLO POINT TELECOM

OK

JAI DURGA AGENCY

9910356530

TIRPATI TELECOM

OK

JAI DURGA AGENCY

9560108609

KANWAL ELECTRONIC

OK

JAI DURGA AGENCY

9810067819

RET-RAJ TELECOM

OK 43

INTERNSHIP PROJECT PERPARED BY: ANKIT JAIN

JAI DURGA AGENCY

9818959464

JD-July-66

OK

JAI DURGA AGENCY

9871775065

RET-VINOD TELECOM

OK

JAI DURGA AGENCY

9871783635

RET-PANKAJ TELECOM CENTRE

OK

JAI DURGA AGENCY

9871248429

RET-BHARTI TRADERS

OK

JAI DURGA AGENCY

9910356524

JAI DURGA AGENCY 067

OK

JAI DURGA AGENCY

9818959536

MUSKAN COMMUNICATION

OK

JAI DURGA AGENCY

9910385654

YUVRAJ COMMUNICATION

OK

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

Here our team objective is to motivate the existing retailers of Airtel to do more Sim selling as to earn more claims and to enroll the retailers in the VIJETA scheme depending on their on their pervious performance.

In the assigned beat there were many retailers who were not selling Sim due to unavailability or lack of knowledge and most common reason for most of them is inappropriate and delay in claims. Somehow Vodafone is providing appropriate and timely claim that’s why they are motivated more towards Vodafone.

Taking above fact in to the consideration, Airtel offers VIJETA scheme for their privilege retailer’s on the quarterly basis to motivate the retailer’s and to promote the sales.

Airtel Vijeta: under this scheme retailers are offered variety of gifts depending on their interest they can choose the gift, to get the gift all a retailer has to do is sell the no. of specified Sims to get qualified for the gifts.

Slab of Vijeta Scheme

44 INTERNSHIP PROJECT PERPARED BY: ANKIT JAIN

Activation slab Gifts

200-300

300-500

500-750

>750

3 jar juicer mixer

21’’ flat color TV

Water purifier with

Bangkok trip for

battery back up

2N/3D

5.1 home theater

Semi-automatic W/M

0.8 tom AC

26’’ LCD TV

Microwave oven

145L refrigerator

29’’ flat color TV

1.5 ton AC

Dvd player

Microwave oven

------------

Fully auto W/M

Fact Sheet

DIST. NAME

LAPU NO.

RETAILER NAME

APRIL

MAY

JUNE

JAI DURGA AGENCY

9871245071

RET-MUSKAN COMMUNICATION

124

223

239

JAI DURGA AGENCY

9871783642

RET-DOIRE TELECOM CENTRE

175

136

258

JAI DURGA AGENCY

9810373549

UNCLE JI TELECOM CENTRE

122

135

170

JAI DURGA AGENCY

9871783644

RET-MONARCH COMMUNICATION

39

160

225

JAI DURGA AGENCY

9910272115

DATARAM TELECOM

1

182

92

JAI DURGA AGENCY

9871774375

RET-KASHISH TELECOM

20

24

52

JAI DURGA AGENCY

9910307644

RET-ARORA TELE ZONE

28

73

121

JAI DURGA AGENCY

9910460537

ANAND COMMU

34

59

63

JAI DURGA AGENCY

9818959458

JAI DURGA TELECOM & GENERAL STORE

13

26

33

JAI DURGA AGENCY

9871934226

I.S.COMMUNICATION

24

23

26

JAI DURGA AGENCY

9910356597

HELLO POINT

6

24

25

JAI DURGA AGENCY

9910431709

RET-CHANDNI TELECOM SYSTEM

12

14

35

JAI DURGA AGENCY

9810061425

RET-NEW MOBILE PALACE

19

6

14

JAI DURGA AGENCY

9971615957

ABID TELECOM

7

17

23

45 INTERNSHIP PROJECT PERPARED BY: ANKIT JAIN

JAI DURGA AGENCY

9871245031

RET-CHAUHAN TELECOM CENTRE

10

13

15

JAI DURGA AGENCY

9871774342

RET-JANTA COMMUNICATION

15

8

21

JAI DURGA AGENCY

9818629150

MOBILE MANTRA

17

22

21

JAI DURGA AGENCY

9871245036

RET-NATIONAL MEDICAL STORE

11

11

12

JAI DURGA AGENCY

9910272157

EENA COMMU

8

14

16

JAI DURGA AGENCY

9871774505

RET-GOODWELL COMMUNICATION

0

13

23

JAI DURGA AGENCY

99717736723

MOHIT TELECOM

3

10

14

JAI DURGA AGENCY

9560108609

KANWAL ELECTRONIC

4

6

11

JAI DURGA AGENCY

9818959464

JD-July-66

3

7

11

JAI DURGA AGENCY

9871775065

RET-FASHION TELECOM

4

4

6

JAI DURGA AGENCY

9971620246

SOFIYA TELECOM

0

3

5

JAI DURGA AGENCY

9871637537

RET-PRASANT COMMUNICATION

0

6

7

JAI DURGA AGENCY

9910272171

HELLO POINT TELECOM

7

9

11

JAI DURGA AGENCY

9910466980

SAIDIA COMMUNICATION

0

3

5

JAI DURGA AGENCY

9910385654

YUVRAAJ COMMUNICATION

4

5

8

TOTAL

710

123

1562*

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

Improvement chart:

46 INTERNSHIP PROJECT PERPARED BY: ANKIT JAIN

3) To enhance the visibility of Airtel as brand in the assigned market with the help of merchandiser’s: Our team objective is to increase the Airtel’s visibility through the merchandiser’s (man force appointed by Airtel to paste, tie and hang etc. the following material).

I. II. III. IV. V. VI. VII. VIII. IX.

Board Pop Shelf strip Banner Poster Canopy Flange Steamer Reckoner

47 INTERNSHIP PROJECT PERPARED BY: ANKIT JAIN

Followings are the examples:

48 INTERNSHIP PROJECT PERPARED BY: ANKIT JAIN

49 INTERNSHIP PROJECT PERPARED BY: ANKIT JAIN

50 INTERNSHIP PROJECT PERPARED BY: ANKIT JAIN

Reckoner: It is very useful tool for both retailer and customer’s because this sheet is containing all the available amount of recharges for different type of schemes for specific period of time. So now customers need not to ask retailer which scheme is available or which not similarly retailer need not remember all the schemes.

These reckoners are pasted in the visibility of customer’s so that with ease they can find the best scheme available for them in Airtel. By this retailers can save their time in serving the customer.

51 INTERNSHIP PROJECT PERPARED BY: ANKIT JAIN

4) To supervise the merchandiser’s work: In order to make Airtel’s visibility in the market reliable our team supervised the work done by merchandiser’s. In assigned territory Reliance and Vodafone are the major players in terms of visibility. According to merchandizer’s believe Reliance pastes its 10 poster in comparison of Airtel’s 4 posters and Vodafone pastes 6-8. As Airtel is the market leader it does not need to do more expenditure on the same. According to the belief of retailer’s Airtel doesn’t need to be marketed customer demands it by name.

Fact sheet

DIST. NAME

LAPU NO.

RETAILER NAME

VISIBILTY

IMOROVED

JAI DURGA AGENCY

9871245071

RET-MUSKAN COMMUNICATION

25%

Up to 40%

JAI DURGA AGENCY

9871783642

RET-DOIRE TELECOM CENTRE

35%

55%

JAI DURGA AGENCY

9810373549

UNCLE JI TELECOM CENTRE

20%

24%

JAI DURGA AGENCY

9871783644

RET-MONARCH COMMUNICATION

8%

20%

JAI DURGA AGENCY

9910272115

DATARAM TELECOM

15%

40%

JAI DURGA AGENCY

9871774375

RET-KASHISH TELECOM

20%

45%

JAI DURGA AGENCY

9910307644

RET-ARORA TELE ZONE

15%

45%

JAI DURGA AGENCY

9910460537

10%

35%

JAI DURGA AGENCY

9818959458

7%

25%

JAI DURGA AGENCY

9871934226

ANAND COMMU JAI DURGA TELECOM & GENERAL STORE I.S.COMMUNICATION

5%

35%

JAI DURGA AGENCY

9910356597

HELLO POINT

25%

40%

JAI DURGA AGENCY

9910431709

RET-CHANDNI TELECOM SYSTEM

18%

25%

JAI DURGA AGENCY

9810061425

RET-NEW MOBILE PALACE

20%

40%

JAI DURGA AGENCY

9971615957

ABID TELECOM

10%

45%

JAI DURGA AGENCY

9871245031

RET-CHAUHAN TELECOM CENTRE

30%

45%

JAI DURGA AGENCY

9871774342

RET-JANTA COMMUNICATION

30%

30%

JAI DURGA AGENCY

9818629150

MOBILE MANTRA

15%

20%

JAI DURGA AGENCY

9871245036

RET-NATIONAL MEDICAL STORE

20%

25%

JAI DURGA AGENCY JAI DURGA AGENCY

9910272157 9871774505

EENA COMMU RET-GOODWELL

10% 5%

15% 50%

52 INTERNSHIP PROJECT PERPARED BY: ANKIT JAIN

COMMUNICATION JAI DURGA AGENCY

99717736723

MOHIT TELECOM

12%

20%

JAI DURGA AGENCY

9560108609

KANWAL ELECTRONIC

20%

25%

JAI DURGA AGENCY

9818959464

JD-July-66

15%

20%

JAI DURGA AGENCY

9871775065

RET-FASHION TELECOM

35%

40%

JAI DURGA AGENCY

9971620246

SOFIYA TELECOM

40%

50%

JAI DURGA AGENCY

9871637537

RET-PRASANT COMMUNICATION

25%

45%

JAI DURGA AGENCY

9910272171

HELLO POINT TELECOM

30%

40%

JAI DURGA AGENCY

9910466980

SAIDIA COMMUNICATION

20%

45%

JAI DURGA AGENCY

9910385654

YUVRAAJ COMMUNICATION

30%

50%

Improvement chart:

53 INTERNSHIP PROJECT PERPARED BY: ANKIT JAIN

5) Analyzing the FOS relationships:

FOS (Field officer Sales) plays a very crucial rule in sales, there communication with retailers directly dependent on the no of Sims and amount of lapu demanded by retailers. In the assigned beat (Seelempur and Brahmpuri) Mr. Nayeem is the FOS person and here our team has analyzed the performance of same and compared it with competitor’s FOS person. According to our analysis FOS person was unable to give proper time to an individual retailer because he has to cover wide area in a single day, Due to this FOS person do work in hurry that is the only reason for retailer dissatisfaction but overall Mr. Nayeem’s feedback from retailer is ok. He is courteous, polite and problem solving on the field.

FOS person are the front line as only they are interacting with the retailers on the daily basis, relation between both of them crucial for Airtel and it is need to be maintained sound for revenue generation.

Airtel also need to arrange training modules for FOS person’s at frequent intervals for enhancing their knowledge and level of motivation. The expenditure made on employee training is like the expenditure made on assets and it is not waste.

54 INTERNSHIP PROJECT PERPARED BY: ANKIT JAIN

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

Those shops that sales Airtel easy recharge and recharge coupons are known as Airtel’s lapu outlet. Here our team objective is to open new lapu outlets by convincing and inspiring the morale of target audience. Our target audience was: 1) 2) 3) 4) 5)

General stores Medical stores Departmental stores Gift shops Others

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

i. Rinku general store

ii. Kesri medicos

iii. Saida communications

iv. Gupta medicals

v. Gift house vi. Hello point

55 INTERNSHIP PROJECT PERPARED BY: ANKIT JAIN

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

In the assigned beat there were so many retailers who are not aware about how to fill customer application form appropriately as a result there application get rejected and so there claim. In order to safeguard them our team provided them necessary information in filling up the CAF’s for minimum rejections.

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

On the basis of random sampling, verification officer picks up some sample of form from the pool of application.

•

Then officer looks all the necessary document enclosed with the application and fully filled up and duly stamped by the retailer and distributor.

•

Now verifying officer make calls to the customer and cross checks the information related to address proof with the enclosed document.

•

If customer not able to attend the verification call due to some reason as-: o SIM card is not activated. o Number is busy. o Out of coverage area.

Address proof not match with the call receiver address.

Now verification officer sends verification executive to the given address in CAF’s. If verification executive found any mismatch or unable to find the address then executive convey his rejection to verification officer and finally officer rejects the customer application.

56 INTERNSHIP PROJECT PERPARED BY: ANKIT JAIN

Necessary information given by team to the retailer’s o We suggested retailer’s to mention at least two alternate numbers of customers so that officer has choice to call any of number. o

Clearly mention the native place around the given address in CAF. So that executive finds the address with ease and conveys his positive report to officer.

And finally customer number gets activated.

Fact sheet:

DIST. NAME

LAPU NO.

RETAILER NAME

REJECTION

IMPROVED

JAI DURGA AGENCY

9871245071

RET-MUSKAN COMMUNICATION

8%

3%

JAI DURGA AGENCY

9871783642

RET-DOIRE TELECOM CENTRE

11%

9%

JAI DURGA AGENCY

9810373549

UNCLE JI TELECOM CENTRE

2%

0%

JAI DURGA AGENCY

9871783644

RET-MONARCH COMMUNICATION

21%

11%

JAI DURGA AGENCY

9910272115

DATARAM TELECOM

7%

4%

JAI DURGA AGENCY

9871774375

RET-KASHISH TELECOM

9%

5%

JAI DURGA AGENCY

9910307644

RET-ARORA TELE ZONE

3%

1%

JAI DURGA AGENCY

9910460537

ANAND COMMU

18%

7%

JAI DURGA AGENCY

9818959458

JAI DURGA TELECOM & GENERAL STORE

4%

3%

JAI DURGA AGENCY

9871934226

I.S.COMMUNICATION

8%

3%

JAI DURGA AGENCY

9910356597

HELLO POINT

6%

4%

JAI DURGA AGENCY

9910431709

RET-CHANDNI TELECOM SYSTEM

2%

2%

JAI DURGA AGENCY

9810061425

RET-NEW MOBILE PALACE

13%

4%

JAI DURGA AGENCY

9971615957

ABID TELECOM

16%

7%

JAI DURGA AGENCY

9871245031

RET-CHAUHAN TELECOM CENTRE

4%

1%

JAI DURGA AGENCY

9871774342

RET-JANTA COMMUNICATION

12%

8%

JAI DURGA AGENCY

9818629150

MOBILE MANTRA

7%

4%

57 INTERNSHIP PROJECT PERPARED BY: ANKIT JAIN

JAI DURGA AGENCY

9871245036

RET-NATIONAL MEDICAL STORE

5%

3%

JAI DURGA AGENCY

9910272157

EENA COMMU

16%

6%

JAI DURGA AGENCY

9871774505

RET-GOODWELL COMMUNICATION

4%

3%

JAI DURGA AGENCY

9971773672 3

MOHIT TELECOM

18%

7%

JAI DURGA AGENCY

9560108609

KANWAL ELECTRONIC

11%

8%

JAI DURGA AGENCY

9818959464

JD-July-66

23%

14%

JAI DURGA AGENCY

9871775065

RET-FASHION TELECOM

6%

4%

JAI DURGA AGENCY

9971620246

SOFIYA TELECOM

22%

7%

JAI DURGA AGENCY

9871637537

RET-PRASANT COMMUNICATION

5%

3%

JAI DURGA AGENCY

9910272171

HELLO POINT TELECOM

10%

6%

JAI DURGA AGENCY

9910466980

SAIDIA COMMUNICATION

14%

11%

JAI DURGA AGENCY

9910385654

YUVRAAJ COMMUNICATION

7%

3%

Improvement chart:

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

58 INTERNSHIP PROJECT PERPARED BY: ANKIT JAIN

Here we have tried our level best to resolve the major as well as minor problems of retailers; these problems are becoming the reason for their dissatisfaction and also the reason for not selling Airtel prepaid Sim’s. In the assigned beat (Seelempur and Brahmpuri) 11% retailers are very much dissatisfied and 17% retailers are dissatisfied with the services of Airtel. In order to satisfy them we have arranged meeting with distributor and area sales manager. The prospective of this meeting is to motivate them towards Airtel prepaid Sim activations and to resolve their concerns. There major problems are: I. II.

Delay in claims and Inappropriate claims (broadly discussed below)

And minor problems are: I.

II. III.

Requirement of banner and holdings Availability of prepaid Sims Inappropriate merchandiser visits

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

59 INTERNSHIP PROJECT PERPARED BY: ANKIT JAIN

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

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

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

•

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

Research methodology: DATA COLLECTION: 60 INTERNSHIP PROJECT PERPARED BY: ANKIT JAIN

The researchers collected information through the official website. Magazines and journals.

DEVELOPED THE RESEARCHERS FRAME: This included deciding upon various aspects for the project on which the entire research is based. The research frame included:

NATURE OF STUDY: The project on which the researchers worked is descriptive and inferential in nature.

DATA SOURCE: The researchers took the help of both primary as well as secondary sources being interaction with various people of the selected one and have been chosen for the research by the researchers. Secondary sources are being the internet as the medium and the official site of the company.

INSTRUMENT USED: The researchers for the research used a Questionnaire cum Schedule for market research for both the segments horizontal and vertical. The Questionnaire was prepared by the researcher and Schedule was provided by the company in which the researcher did its research report.

SAMPLE SIZE: Sample size for the research is fixed. It counts to 30. Those are the retailers of assigned territory east Delhi (Seelempur and Brahmpuri).

Questionnaire

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

61 INTERNSHIP PROJECT PERPARED BY: ANKIT JAIN

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

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

Airtel

Vodafone

Idea

Reliance (a)CUSTOMER DEMAND (b)PROFIT MARGIN /OFFERS /SCHEMES (c)PAID ADVERTISEMENT (d) F.O.S SERVICES /RELATIONSHIP

4: WHICH TELECOM SERVICES DO YOU PREFER TO SELL THE CUSTOMER? (a)AIRTEL

(b) VODAPHONE

(d) RELIANCE DOLPHIN

(c) IDEA

(e) AIRCEL

(F)

5: WHICH OF THE FOLLOWING CONCERN DEMOTIVATES YOU TO SELL AIRTEL? (a)DELAY IN ACTIVATIONS (c)DELAY IN CLAIMS

(b) INAPROPPRITE CLAIMS (d) NON AVAILABLITY

62 INTERNSHIP PROJECT PERPARED BY: ANKIT JAIN

6: AT AIRTEL THE PROCESS OF GETTING YOUR CONCERNS RESOVLED WAS? (a)UNSATISFACTORY SATISFACTORY

(b) ABOUT AVERAGE

(c)

7: IN THINKING ABOUT THE EXPERIENCE WITH AIRTEL, HOW WAS THE QUALITY OF SERVICE YOU RECEIVED? (a)UNSATISFACTORY SATISFACTORY

(b) ABOUT AVERAGE

(c)

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

DISAGREE

(a)THE SERVICE REPRESENTATIVE IS VERY COURTEOUS:

(b)THE SERVICE REPRESENTATIVE PICKS YOUR CALL QUICKLY:

(c)THE SERVICE REPRESENTATIVE COMES REGULARLY:

(D)THE SERVICE REPRESENTATIVE DESCRIBES THE NEW OFFERS/ SCHEMES: 9: IN THINKING ABOUT THE FEATURES AND BENEFITS OF AIRTEL, HOW SATISFIESD ARE YOU WITH THEM? (a)UNSATISFACTORY SATISFACTORY

(b) ABOUT AVERAGE

(c)

63 INTERNSHIP PROJECT PERPARED BY: ANKIT JAIN

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

APIRIL

MAY

JUNE

TOTAL

AIRTEL

VODAFONE

IDEA

RELIANCE

TOTAL

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

3(A)

64 INTERNSHIP PROJECT PERPARED BY: ANKIT JAIN

3(B)

3(C)

65 INTERNSHIP PROJECT PERPARED BY: ANKIT JAIN

3(D)

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

5: WHICH OF THE OF THE FOLLOWING CONCERN 66 INTERNSHIP PROJECT PERPARED BY: ANKIT JAIN

DEMOTIVATES YOU TO SELL AIRTEL?

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

67 INTERNSHIP PROJECT PERPARED BY: ANKIT JAIN

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

8: TICK THEM 68 INTERNSHIP PROJECT PERPARED BY: ANKIT JAIN

ACCORDING TO THE SERVICE (SERVICE REPRESENTATIVE) YOU RECEIVED:

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

69 INTERNSHIP PROJECT PERPARED BY: ANKIT JAIN

SWOT ANALYSIS

Strengths

Weakness

•

Very focused on telecom industry

•

•

Leadership in fastest growing cellular segment

Price competition from BSNL and MTNL

•

Untapped rural markets

•

PAN India footprint

•

Front line (retailers) dissatisfaction

•

The only Indian operator other than VSNL that has an international submarine cable

70 INTERNSHIP PROJECT PERPARED BY: ANKIT JAIN

Opportunities

Threats

•

The fast- expending IPLC market

•

•

Latest technology and low cost advantage

Competition from another stiff competitors

•

Saturation point in basic telephony service

•

Huge market

BCG Matrix:

71 INTERNSHIP PROJECT PERPARED BY: ANKIT JAIN

BCG Matrix is used to find out the relative growth prospects of the product line. Within the Airtel product line leased, private, circuit and mobility services are among star, Broadband and fixed line services are among dogs. Bharti Airtel needs to maintain it quality otherwise there mobility services will shift to question mark position where market growth is high but market share is low.

Findings:

72 INTERNSHIP PROJECT PERPARED BY: ANKIT JAIN

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

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

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

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

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

RECOMMENDATIONS:

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

73 INTERNSHIP PROJECT PERPARED BY: ANKIT JAIN

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

Untapped rural market: Large part of Indian rural market is still not targeted by Airtel in order to increase their market share in India they are required to enter in those market with low price services as BSNL is providing their services at least price.

High price myth: Airtel is offering their services at competitive prices but customers believe that it is most expensive up to some extent it is true so Airtel should try to remove that myth and that will increase their market share.

Not to compromise with networks: Airtel should not compromise with the quality of networks they are providing as that is the reason for most of its customer.

BIBLIOGRAPHY:

Text books:

Principles of Marketing – Philip Kotler Marketing Research – D.D. Sharma 74 INTERNSHIP PROJECT PERPARED BY: ANKIT JAIN

Websites:

www.bhartiairtel.in www.airtel.in www.trai.gov.in www.bhartiteleventures.com www.investmentz.com www.bharti airtel limited – result updates ACMIIL www.researchandmarket.com

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