ORGANISATION STRUCTURE of AIR TEL

Department of Commerce & Management

Government Degree College, Chincholi, Gulbarga
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ORGANISATION STRUCTURE of AIR TEL

“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.

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Government Degree College, Chincholi, Gulbarga
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ORGANISATION STRUCTURE of AIR TEL

Department of Commerce & Management

Government Degree College, Chincholi, Gulbarga
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ORGANISATION STRUCTURE of AIR TEL

Important discoveries
1842: Wireless by conduction
1843: Early electromagnetic research, wireless by induction
1865: Induction and Dr. Loomis

Early radio discoveries

1879: D.E. Hughes and the first radio-telephone reception

1880: The photophone and the first voice radio-telephone call
1880 - 1900: Radio development begins in earnest
1910: The first car-telephone
1924: The first car-mounted radio-telephone
1937: Early conventional radio-telephone development
The modern era begins

1946: The first commercial American radio-telephone service

1947: Cellular systems first discussed
1948: The first automatic radio telephone service
1969: The first cellular radio system
1973: The Father of the cell phone
1978: First generation analog cellular systems begin
1980: Growth of Japanese cellular development
1981: NMT -- the first multinational cellular system
1982: The rise of GSM
1990: North America goes digital: IS-54
1992 : Telecommunication sector in India liberalized. Private sector
allowed participating
1993: The telecom industry gets an annual foreign investment Rs
20.6 million
1994: 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.
1995: 19 more telecom circles get mobile licenses
1995: Kolkata became the first metro to have a cellular network

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1997: Telecom Regulatory Authority of India is set up

1998: Annual foreign investment in telecom stands at Rs 17,756.4
million.
1999: FDI inflow into telecom sector falls by almost 90% to Rs.
2126.7 million
1999: Tariff rebalancing exercise gets initiated
1999: National Telecom Policy is announced.
2000: FDI inflow drops further down to Rs 918 million coming
2000 : Amendment of TRAI Act.

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Government Degree College, Chincholi, Gulbarga
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ORGANISATION STRUCTURE of AIR TEL

Department of Commerce & Management

Government Degree College, Chincholi, Gulbarga
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ORGANISATION STRUCTURE of AIR TEL

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

Vision
By 2010 Airtel will be the most admired brand in India:
• Loved by more customers
• 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 sub-units - carriers (long distance services)
and services to corporate. All these services are provided under the
Airtel brand.

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ORGANISATION STRUCTURE of AIR TEL

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-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 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

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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.

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Service Areas: Delhi (Metro), Mumbai (Metro), Kolkata (Metro),

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

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Government Degree College, Chincholi, Gulbarga
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ORGANISATION STRUCTURE of AIR TEL

Department of Commerce & Management

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ORGANISATION STRUCTURE of AIR TEL

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

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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.

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ORGANISATION STRUCTURE of AIR TEL

The Airtel Typographical style

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

The Airtel Colour Palette

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

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ORGANISATION STRUCTURE of AIR TEL

Department of Commerce & Management

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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.

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Government Degree College, Chincholi, Gulbarga
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ORGANISATION STRUCTURE of AIR TEL

Department of Commerce & Management

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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.

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Government Degree College, Chincholi, Gulbarga
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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.

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Government Degree College, Chincholi, Gulbarga
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Department of Commerce & Management

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ORGANISATION STRUCTURE of AIR TEL

SUBSCRIBER BASE AND MOBILE PENETRATION

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ORGANISATION STRUCTURE of AIR TEL

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

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ORGANISATION STRUCTURE of AIR TEL

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

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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.

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Government Degree College, Chincholi, Gulbarga
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ORGANISATION STRUCTURE of AIR TEL

INCREASING SMS VOLUMES

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

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LORD OF THE RING

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

Sunil Bharti Mittal is the Chairman and Managing Director of Bharti

Group. India’s largest private integrated telecom player. Sunil Bharti Mittal
is best known as India’s telecom czar. With 30 million subscribers, he is
at the forefront of India’s phenomenal telecom growth. Mittal is recognized
as one of the few businessmen who can think out of the box.

Sunil was one of the first entrepreneurs to identify the mobile telecom
business as a major growth area and launched services in the city of Delhi
and the National Capital Region in the year 1995. Under his inspiring
leadership the company grew organically and inorganically, covering the
entire country by providing integrated telecom services.

He tied up with Wal-Mart in end of November, and became the biggest

retailer in the world. His opponents in the business complain and crib that
Mittal had circumvented the rules for his retail foray, but deep in their
heart, they are all worried: if Mittal gets even half as aggressive as in
telecom there could be tough days ahead.

In his personal capacity, Sunil has received several awards such as:

• Ernst & Young Entrepreneur Of The Year 2004”, Ernst &

Young

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• “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.

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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.

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ORGANISATION STRUCTURE of AIR TEL

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.

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Government Degree College, Chincholi, Gulbarga
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ORGANISATION STRUCTURE of AIR TEL

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, 2006 Un-audited)
Rs. 81,558 million (year ended March 31, 2005-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

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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

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ORGANISATION STRUCTURE of AIR TEL

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

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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

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• 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.

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Airtel offers a bouquet of self care services

Single Login ID
All Airtel numbers (Telephone, broadband and mobile) can be registered in
one My Airtel user ID and manage them by a single login.

Easy Registration
Simply log onto www.airtel.in and click on the ‘Register Link’.
Now fill the My Airtel Registration Form and click on the ‘submit’ button.
Once the details of an individual have been submitted the password is sent
through SMS or E-mail on the registered mobile number/E-mail ID.
Now an individual is ready to start viewing My Airtel.

Online Viewing of Bill

Through My Airtel one can view his/her last 12 bills.

Classification of Calls as Personal and Official

Call details can be viewed and can be classified made by him/her into
personal and official.

Bills by E-mail
An individual can update his/her profile on the website and can specify
his/her E-mail ID and willingness to receive bills by E-mail.

Online payment of Bills

My Airtel also provides the facility to pay the bills online through
VISA/MASTER Cards.

Facility to Log Complaints and Requests Online

My Airtel provides a channel to register feedback about the services,
request for a new facility.

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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.

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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.

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- 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

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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

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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.

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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 group-wide information technology requirements and with
Nortel for call center technology requirements. The call center operations
for the mobile services have been outsourced to IBM Daksh, Hinduja TMT,
Teletech and Mphasis.

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Market share of telecomm companies Airtel 32%, Idea 34%, RIM

16%,BSNL 14%, TATA INDICOM 2% and Hutch 2%. (as per data collected)

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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)

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COMPARISON POSTPAID Vs PREPAID

25

20

15

10

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.

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MONTHLY EXPENSES OF CUSTOMER

MONTHLY EXPENSE

16 15
14
12 11
10 9 9
8
6
4
2
0
BELOW 350 350-499 500-1000 1000 AND
ABOVE

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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.

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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.

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MD: Mr. Asim Ghosh

Email: asim.ghosh@hutch.in
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

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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: vikram.mehmi@ideacellular.com
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.

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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: s.shukla@relianceinfo.com

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

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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 BSNL

ACTIVATION
CHARGE 150 100 200 330 150
SECURITY
DEPOSIT 500 500 500 500
MONTHLY
RENTAL 249 249 249 124 249
CLIP CHARGE 50

LOCAL
OWN NETWORK 0.5 1.2 0.5 0.5 0.3 0.8

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OTHER MOBILE 0.5 1.2 0.5 0.5 0.5 0.8

OTHERS 1 1.2 1 1 1 1.2

STD
OWN NETWORK 2 2.65 2.65 2 2.4 1.8
OTHER MOBILE 2 2.65 2.65 2.5 2.4 1.8
OTHERS 2 2.65 2.65 2.5 2.4 1.8

Rs.150LOCAL M 199 150 LOCAL M TO 150LOCAL M 2 M & 5

FREE TALK TIME TO M LOCAL M MINUTES H2H
SMS
LOCAL 1 1 1 1 1 0.4
NATIONAL 2 1 2 2 2 0.8
INTERNATIONAL 5 5 5 5 5 5
50 SMS FREE PER MONTH

Findings:

1. 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.

Group plan
AIRTEL IDEA RIM TATA
ACTIVATION
CHARGE 100 200 330 100
SECURITY DEPOSIT 500 500 500
MONTHLY RENTAL 249 249 124+225 198
CLIP CHARGE 50 25
MONTHLY BILL 299 249 349 223

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LOCAL
OWN NETWORK 0.5 0.3 0.5 0
OTHER MOBILE 0.5 0.5 1 1
OTHERS 1 1 1 2

STD
OWN NETWORK 2 2 2 3
OTHER MOBILE 2 2 2.5 3
OTHERS 2 2 2.5 3

FREE TALK TIME 1000 min*

SMS
LOCAL 1 1 1 1
NATIONAL 2 2 2 2
INTERNATIONAL 5 5 5 5

CALL WITH IN
GROUP .3P FREE original plan 124 TATA TO TATA FREE
no group
planavailable
FREE SMS NA 50 NA 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 IDEA RIM TATA
ACTIVATION 150 200 330 100

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CHARGE
SECURITY DEPOSIT 500 500 500
MONTHLY RENTAL 444 444 124+225 444
CLIP CHARGE 50 50 25
MONTHLY BILL 249 249 349 223

LOCAL
OWN NETWORK .44 .50 0 0
OTHER MOBILE .88 .80 1 1
OTHERS .88 1 1 2

STD
OWN NETWORK 1 2 1 3
OTHER MOBILE 1 2 2 3
OTHERS 1 2 2.5 3

FREE TALK TIME 250/250 min* 500 min* 1000 min*

SMS
LOCAL 1 1 1 1
NATIONAL 2 2 2 2
INTERNATIONAL 5 5 5 5

original plan 124

no jodi pack
available

Plan199
AIRTEL TATA IDEA RIM BSNL(
ACTIVATION 150 100 200 330

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CHARGE
SECURITY DEPOSIT 500 500 500
MONTHLY RENTAL 199 198(123+75) 199 124
CLIP CHARGE 50 25 50

LOCAL
OWN NETWORK 1 0 1 0.5 0.9
OTHER MOBILE 2 1 2 0.5 0.9
OTHERS 2 2 2 1 1.2

STD
OWN NETWORK 2 3 2 2 2
OTHER MOBILE 2.4 3 2 2.5 2
OTHERS 2.4 3 2 2.5 2.4

FREE TALK TIME PAY RS.225 1000

Per month free
Sms
Local 1 1 1 1 0.4
Std 2 2 2 2 0.8
international 5 5 5 5 5
ROAMING FREE T 2 T
NO ROAMOING RENTAL

Findings:

1. Tata Indicom has plan better then others.

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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.

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1. Company should make up the bill distribution network strong

enough to match up the customer requirement.
a. Company may use courier services for distribution of
bills.
b. Company may also use the newspaper distributor.
2. 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.
3. Customer must be given chance to plan product for the
company.
4. 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.
5. Airtel sites must be promoted among the customer for more
use.

Franchise OM SOLUTIONS

1. 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.

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7. Customer executive at franchise of other companies were

more formal.

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• 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.

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QUESTIONNAIRE NO. 1

2. Which connection the you are having?

Idea Airtel BSNL

Hutch RIM 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?

____________________________________________________________________________
________

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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: - Contact No.:-

Add.:-

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

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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)

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-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

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