Airtel Project Report 22-11-10

8/6/2019 Airtel Project Report 22-11-10

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INTRODUCTION

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TELECOM HISTORY SINCE 1842 TILL NOW

With the dramatic changes in interpersonal communication over the past decade,

Internet messaging has emerged as the primary medium for transferring information

quickly, inexpensively, and reliably. However, the growing popularity of wireless

telephones has added another dimension to the communications equation—mobility.

As more Indians rely on cellular communication, this market is expected to see

explosive growth over the forecast period.

Let’s have a review of telecommunication History:-

TELECOM HISTORY

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 photo phone and the first voice radio-telephone call

1880 to 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

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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

Prehistory (Birth to Bell Labs, 1924)

While puzzling over the mysteries of radio, many inventors worked concurrently on

power generation, telegraphs, lighting, and later, telephone. The thorough

understanding of electricity required to produce a reliable, practical radio system took a

long time and happened in different phases.

In 1820, Danish physicist Christian Ousted discovered electromagnetism, the science

that could help generate electrical power and, if fully understood and applied, usher in

the era of telecommunication.

Michael Faraday - 1791 to 1867

In 1821 Michael Faraday reversed Oberstar’s experiment and in so doing discovered

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induction. This helped him build the world's first electricity generator. He worked on

different electrical problems in the next ten years, eventually publishing his results on

induction in 1831.

Joseph Henry - 1797 to 1878

In 1830 the great American scientist Professor Joseph Henry transmitted the first

practical electrical signal; showing that electromagnetism could do more than just

create current or pick up heavy weights -- it could communicate. In a stunning

demonstration in his Albany Academy classroom, Henry created the forerunner of the

telegraph. While Henry did not pursue electrical signaling, he did help someone who

did. And that man was Samuel Finley Breese Morse.

Samuel Morse - 1791 to 1872

In 1837 Samuel Morse invented the first practical telegraph, applied for its patent in

1838 and was finally granted it in 1848. Joseph Henry helped Morse build a telegraph

relay or repeater that allowed long distance operation. The telegraph brought the

country closer and eventually the world. Morse also experimented with wireless, not by

passing signals though the atmosphere but through the earth and water. Without a

cable.

Wireless by conduction

On October 18, 1842, Morse laid wires between Governor's Island and Castle Garden,

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New York, a distance of about a mile. Part of that circuit was under water. But before

he could complete this demonstration a passing ship pulled up his cable, ending it

seemed, his experiment. Undaunted, Morse proceeded without the cable, passing his

telegraph signals through the water itself. This is wireless by conduction.

Over the next thirty years most inventors and developers concentrated on wire line

telegraphy, that is, conventional telegraphy carried over wires suspended on poles. Few

tinkered exclusively with wireless since a basic radio theory had not yet been worked

out. Telegraphy, however, did produce a good understanding of wireless by induction

since wires ran parallel to each other and often induced rogue currents into other lines.

Early electromagnetic research

In 1843 Faraday began intensive research into whether space could conduct

electricity.

In 1864 Maxwell released his paper "Dynamical Theory of the Electromagnetic Field"

which concluded that light, electricity and magnetism were all related and that all

electromagnetic phenomena travelled in waves.

Induction and Dr. Loomis

In 1865, a dentist Dr. Mahlon Loomis of Virginia may have been the first person to

communicate through wireless via the atmosphere. Between 1866 and 1873 he

transmitted telegraphic messages at a distance of 18 miles. At one location he even flew

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a metal-framed kite on a metal wire, perhaps taking inspiration from Benjamin

Franklin. At another location a similar kite picked up these signals and noted them with

a galvanometer.

Early radio discoveries

Maxwell's 1864 conclusions were distributed around the world and created a sensation.

But it was not until 1888 that Professor Heinrich Hertz of Bonn, Germany, could

produce and detect radio waves consistently and reliably.

On November 22, 1875, while working on acoustical telegraphy, a science close to

telephony, Thomas Alva Edison noticed unusual looking electro-magnetic sparks.

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

From 1879 to 1886, London-born David Hughes discovered radio waves but

was told incorrectly that he had discovered no such thing. Discouraged, he pursued

radio no further.

Hughes noticed a clicking noise in his home built telephone each time he worked using

his induction balance, a device now often used as a metal detector. He transmitted

signals from one room to another in his house in London. But since the greatest range

there was about 60 feet, Hughes took to the streets with his telephone, intently listening

for the clicking produced by his clockwork transmitter, gradually diminishing until it

no longer could be heard.

Alexander Graham Bell was the man who invented the telephone and made the

first call on a wired telephone to Thomas Watson. Bell was also first with radio.

1888 onwards: Radio development begins in earnest

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In 1888 the German, Heinrich Hertz, conclusively proved Maxwell's

prediction that electricity could travel in waves through the atmosphere. Unlike

Hughes, the extensive and systematic experiments into radio waves that Hertz

conducted were recognised and validated by inventors around the world.

Jagadish Chandra Bose demonstrated electromagnetic waves in 1895 "by using them to

ring a bell remotely and to explode some gunpowder".

Marconi established the first successful radio system. In 1901, his radio-telegraph

system sent signals across the Atlantic Ocean. Ships were the first wireless mobile

platforms. In 1901 Marconi placed a radio aboard a Thorny croft steam-powered truck,

thus producing the first land-based wireless mobile transmitting data, not voice.

In December 24, 1906, Reginald Fessenden accomplished the first radio

bandwave communication of human speech over a distance of 11 miles, from Brant

Rock, Massachusetts, to ships in the Atlantic Ocean. Radio was no longer limited to

telegraph codes, no longer just a wireless telegraph, but a means of verbal

communication.

The first car-telephone

From 1910 onwards, Lars Magnus Ericsson, the man who founded Ericsson in

1876, and his wife Hilda, regularly worked the first car telephone. Access was not by

radio, instead there were two long sticks, like fishing rods, handled by Hilda. She

would hook them over a pair of telephone wires, seeking a pair that was free. When

they were found, Lars Magnus would crank the dynamo handle of the telephone, which

produced a signal to an operator in the nearest exchange.

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Around the same time, the triode tube was developed, allowing far greater

signal strength to be developed both for wireline and wireless telephony. No longer

passive like a crystal set, a triode was powered by an external source, which provided

much better reception and volume.

Later, with Armstrong's regenerative circuit, tubes were developed that could

either transmit or receive signals, were stable and powerful enough to carry the human

voice and sensitive enough to detect those signals in the radio spectrum.

In 1919, three firms came together to develop a wireless company that one day

would have a reach across the globe. Heavy equipment maker ASEA, boiler and gas

equipment maker AGA and telephone manufacturer LM Ericsson, formed SRA Radio,

the forerunner of Ericsson's radio division.

The first car-mounted radio-telephone

Bell Laboratories claims to have invented the first version of a mobile in 1924.

It was a two-way, voice-based radio-telephone and the adjoining photograph from their

site certainly seems to confirm it.

History of cellular mobile telephony: 1982 to 2001

1980 - First cellular phones began to appear

1982 - Nordic Mobile Telephony (NMT) standard

1983 - American Mobile Phone System (AMPS) standard

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1986 - Nordic Mobile Telephony (NMT) 900 MHz

1991 - Commercial launch of the GSM service

1993 - Coverage of main roads GSM services start outside Europe

1994 - Japanese Digital Cellular (JDC)

1996 - USA Personal Communications Systems (PCS)

1982 - The beginning

During the early 1980s, analog cellular telephone systems experienced rapid

growth in Europe, particularly in Scandinavia and the United Kingdom, but also in

France and Germany. Each country developed its own system, which was incompatible

with those of others, in equipment and operation. This was an undesirable situation,

because not only was the mobile equipment limited to operation within national

boundaries, but also limited to the market for each type of equipment. This scenario in

a unified Europe was undesirable.

The Europeans realized this early on, and in 1982, the Conference of European

Posts and Telegraphs (CEPT) form a study group called the Group Special Mobile

(GSM) to study and develop a pan-European public land mobile system. The proposed

system had to meet certain criteria, which included:

1. Good subjective speech quality.

2. Low terminal and service cost.

3. Support for international roaming.

4. Ability to support handheld terminals.

5. Support for a range of new services and facilities.

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6. Spectral efficiency

7. ISDN compatibility.

Nordic Telecom and Netherlands PTT proposed to the CEPT the development

of a new digital cellular standard that would cope with the ever-burgeoning demands on

European mobile networks. The European Commission (EC) issued a directive which

required member states to reserve frequencies in the 900 MHz band for GSM to allow

for roaming.

1986 Main GSM radio transmission techniques were chosen.

1987 September - 13 operators and administrators from 12 areas in the CEPT GSM

advisory group signed the charter GSM (Groupe Spéciale Mobile) MoU "Club"

agreement, with a launch date of 1 July 1991.

The original French name Groupe Spéciale Mobile was changed to Global System for

Mobile communications; but the original GSM acronym remains.

GSM SPECIFICATIONS WERE DRAFTED.

1989 – 1998

In 1989, GSM responsibility was transferred to the European

Telecommunication Standards Institute (ETSI), and phase I of the GSM specifications

was published in 1990. Commercial services started in mid 1991, and by 1993 there

were 36 GSM networks in 22 countries, with 25 additional countries like South Africa,

Australia and many Middle and Far East countries opting for GSM. By the beginning

of 1994, there were 1.3 million subscribers worldwide.

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The developers of GSM chose an unproven (at that time) digital system, as

opposed to the then standard analog cellular systems like AMPS in the United States

and TACS in the United Kingdom. They had faith in the advancements in compression

algorithms and digital signal processors to allow the fulfillment of the original criteria

and the continual improvement of the system in terms of quality and cost.

The European Telecommunications Standards Institute (ETSI) defined GSM as

the internationally accepted digital cellular telephony standard.

1990

Phase 1 GSM 900 specifications were frozen

DCS adaptation started.

Validation systems implemented.

First GSM World congress at Rome had 650 participants.

1991

First GSM specification was demonstrated.

DCS specifications were frozen.

GSM World Congress at Nice had 690 participants.

1992

January - The first GSM network operator was Oy Radiolinja Ab in Finland.

December 1992 - 13 networks were on air in 7 areas.

GSM World Congress at Berlin had 630 participants.

1993

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GSM was demonstrated for the first time in Africa at Telkom '93 in Cape Town.

Roaming agreements between several operators were established.

By December 1993, 32 networks were on air in 18 areas.

GSM World Congress at Lisbon progressed with 760 participants.

Telkom '93 was held in Cape Town. First GSM systems were shown.

1994

First GSM networks in Africa were launched in South Africa.

Phase 2 data /fax bearer services were launched.

Vodacom became the first GSM network in the world to implement data/fax.

GSM World Congress at Athens drew 780 participants.

December 1994 -- 69 networks were on air in 43 areas.

1995

GSM MOU was formally registered as an association registered in Switzerland with

156 members from 86 areas.

GSM World Congress at Madrid attracted 1400 participants.


Fax, Data and SMS roaming started.

GSM phase 2 standardisation was completed, including adaptation for PCS 1900.

First PCS 1900 network was shown live 'on air' in the USA.

Telecom '95, Geneva -- Nokia shows 33.6 kbps multimedia data via GSM.

Namibia goes on-line.

Ericsson 337 wins GSM ‘phone of the year’.

US FCC auctioned off PCS licenses.

1996

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GSM World Congress was held in Cannes.

GSM MOU Plenary was held in Atlanta GA, USA.

8K SIM was launched.

Pre-paid GSM SIM cards were launched.

Bundled billing was introduced in South Africa.

Libya goes on-line.

Option International launches the world's first GSM/Fixed-line modem.

2001

Feb -- GSM Conference held in Cannes.

By May 2001 there were 500m GSM 900/1800/1900 users worldwide.

16 billion SMS messages were sent in April 2001.

By April, 500 million people are GSM users.

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SCOPE OF THE STUDY

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(1) Population estimates are as per National Census, 2001 and are as of March 1, 2001.

The population for Uttar Pradesh (West) circle is approximately 37% of the total

population for the state of Uttar Pradesh.

(2) Mobile subscriber statistics are as of June 30, 2004 and are based on data released

by COAI. Mobile market size comprises the total number of mobile subscribers of all

the service providers in a circle.

(3) Demographics of Maharashtra and Tamil Nadu do not include demographics of

state capitals (metros) Mumbai and Chennai respectively.

(4) Demographics of Haryana does not include Faridabad & Gurgaon as they are

included in MATHURA & NCR. Similarly demographics of Uttar Pradesh (West) &

Uttaranchal does not include Noida & MATHURA as they are included in MATHURA

NCR.

The significant growth in the Company's mobile business has been through a

combination of organic growth and acquisitions of additional licenses and has been

summarized below. The information given below is for the total market and is not

representative of our market share or network coverage.

1) Comprises the circles of Maharashtra and Goa.

2) Comprises the circles of MATHURA, Himachal Pradesh, Karnataka and

Andhra Pradesh.

3) Comprises the circles of MATHURA, Himachal Pradesh, Karnataka, Andhra

Pradesh and Chennai.

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Usefulness &importance

Seminars: seminars are conducted at different places by the expert time

by time to make people aware.

Publicity: publicity is done through various media.

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Stalls at famous places: they conduct their stall after a particular period of

time on the famous and public place to attract them towards themselves.

DSA (Direct Sales Agency)

Print media

Hoarding

Banners

Advertisement

Leaflets

• Follow ups

• By KNOP

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COMPANY PROFILE

Airtel comes to you from Bharti Cellular Limited - a part of the biggest private

integrated telecom conglomerate, Bharti Enterprises.

Bharti provides a range of telecom services, which include Cellular, Basic,

Internet and recently introduced National Long Distance. Bharti also manufactures and

exports telephone terminals and cordless phones. Apart from being the largest

manufacturer of telephone instruments in India, it is also the first company to export its

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products to the USA. Bharti is the leading cellular service provider, with a footprint in

15 states covering all four metros and more than 7 million satisfied customers.

VISION:

To make mobile communications a way of life and be the customers' first choice.

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

CORE VALUE:

We will delight our customer with our simplicity, speed & innovation.

We will honours our commitment.

We will follow the highest standard of professional integrity & behaviour.

We will respect individual, build winning teams and lead by example.

We will create a fun filled and friendly workplace.

AIRTEL MOBILE COMMUNICATIONS LIMITED

Bharti Tele-Ventures Limited was incorporated on July 7, 1995 for promoting

investments in telecommunications services. Its subsidiaries operate telecom services

across India. Bharti Tele-Ventures is India's leading private sector provider of

telecommunications services based on a strong customer base consisting of 7.42

million total customers, which constitute, 6.76 million mobile and 657,000 fixed line

customers, as of April 30, 2004.

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Bharti Tele-Ventures vision for its mobile business is “To make mobile

communications a way of life and be the customers first choice”.

The mission is to meet the mobile communication needs of the customer through 1)

error free service 2) Innovative products and services and 3) cost efficiency. The

Company’s strategic objective is to consolidate its leadership position amongst the

mobile service providers in India.

The Indian mobile market, according to the COAI, has increased from approximately

1.2 million subscribers as of March 31, 1999 to approximately 29.21 million

subscribers as of June 30, 2004.

Despite this rapid growth, the mobile penetration rate in India, at approximately 2.8%

as of June 30, 2004, is significantly lower than the average mobile penetration rate in

other Asian and international markets.

The number of mobile subscribers in India is expected to show rapid growth over the

next four years. By 2006 it is projected at 50 million by COAI and 44 million by

Gartner.

Bharti Tele-Ventures believes that the demand for mobile services in India will

continue to grow rapidly as a result of the following factors:

⇏ Lower tariffs and handset prices over time;

⇏ Growth in pre-paid customer category;

⇏ Greater economic growth and continued development of India's economy;

⇏ Higher quality mobile networks and services; and

⇏ Greater variety and usage of value added services.

Bharti Tele-Ventures, through its subsidiary has the licenses to provide GSM services

in all the twenty-two telecom circles in India. It proposes to consolidate all its

subsidiaries providing mobile services under Bharti Cellular Limited.

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As of June 30, 2004, approximately 92% of India's total mobile subscriber market

resided in the Company's sixteen mobile circles, which collectively covered only 56%

of India's land mass.

AIRTEL DISTRIBUTION SYSTEM

DISTRIBUTION SYSTEM

A proper distribution system is very important for every company because now a

days the customer wants full service without any pain. Airtel has a deep

penetration in the market of prepaid cards, coupons, easy recharge and postpaid

cards. I also seen in the market the happy faces of customers and retailers of

Airtel because of the easy availability of Airtel cards and coupons.

BENEFITS OF GOOD DISTRIBUTION SYSTEM

• Easy availability

• Satisfied customers

• Competitive advantage

• Better market reputation

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• Saves time

DISTRIBUTION SYSTEM OF AIRTEL• Organisation (C&FA's)

• Distributor

• Retailer

• Customer

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THREE TYPES OF SALES:

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• Primary Sales - Organisation to Distribution of Prepaid, Postpaid Cards,

Coupons, easy recharge etc.

•

Secondary Sales - Distributor to Retailers

• Tertiary Sales - Retailer to Customer.

PROCEDURE OF ACTIVATION OF PREPAID CONNECTION:

Dealer (Confirms on 570)

FOS (Saw that the form is completed and has Accessory papers

Distributor (Activates the card)

PROCEDURE OF ACTIVATION OF POSTPAID CONNECTION:

Dealer (Collects of Cash and facilitates in Competition)

FOS (Collects the Form)

Distributor (Activates the card)

SOURCE:

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(1) Population estimates are as per National Census, 2001 and are as of March 1, 2001.

The population for Uttar Pradesh (East) circle is approximately 37% of the total

population for the state of Uttar Pradesh.

(2) Mobile subscriber statistics are as of June 30, 2004 and are based on data released

by COAI. Mobile market size comprises the total number of mobile subscribers of all

the service providers in a circle.

(3) Demographics of Maharashtra and Tamil Nadu do not include demographics of

state capitals (metros) Mumbai and Chennai respectively.

(4) Demographics of Haryana does not include Faridabad & Gurgaon as they are

included in Delhi & NCR. Similarly demographics of Uttar Pradesh (West) &

Uttaranchal does not include Noida & Delhi as they are included in Delhi NCR.

The significant growth in the Company's mobile business has been through a

combination of organic growth and acquisitions of additional licenses and has been

summarized below. The information given below is for the total market and is not

representative of our market share or network coverage.

1) Comprises the circles of Maharashtra and Goa.

2) Comprises the circles of Delhi, Himachal Pradesh, Karnataka and Andhra

Pradesh.

3) Comprises the circles of Delhi, Himachal Pradesh, Karnataka, Andhra Pradesh

and Chennai.

4) Comprises the sixteen operational circles of Bharti Tele-Ventures.

5) Based on data released by the COAI on the total number of persons subscribing

to mobile services in our licensed areas.

BUSINESS & MARKETING STRATEGIES

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Some Marketing And Business Tools Adopted By AIRTEL

As To

Promote Its Activities:

Seminars: seminars are conducted at different places by the expert time

by time to make people aware.

Publicity: publicity is done through various media.

Stalls at famous places: they conduct their stall after a particular period of

time on the famous and public place to attract them towards themselves.

DSA (Direct Sales Agency)

Print media

Hoarding

Banners

Advertisement

Leaflets

• Follow ups

• By KNOP

Mobile Strategy

Capture maximum telecommunications revenue potential with minimum

geographicalcoverage to maximise its revenues and margins.Build high quality mobile

networks by deploying state-of-the-art technology to offer superior services.

Use the experience it has gained from operating its existing mobile networks to develop

and operate other mobile networks in India and to share the expertise across all of its

existing and new Circles.

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Attract and retain high revenue generating customers by providing competitive tariffs,

offering high quality customer support, proactive retention programs and roaming

packages across all of its mobile circles.

Provide affordable tariff plans to suit each segment of the market with a view to expand

the reach, thereby increasing the mobile customer base rapidly.

Key highlights of Jan-10 are as follows:

Industry additions were up from the last month's 12.71 Lacks to 13.69 Lacs this

month. In percentage terms, this translates to a increase of 9 % in net adds over last

month.

The number of subscribers moved up from 21.99 Mn at the end of Dec-09 to 24.36 Mn

at the end of Jan-10, a growth of 8.22 %.

All India monthly growth in subscriber numbers was 6.13 %. The growth elsewhere

was :

· Metros – 5.28 %

· A circles – 6.22 %

· B circles – 7.75 %

· C circles – 3.43 %

· All Circles Total – 6.67 %

· Airtel – 6.39 %

B Circle category has shown the highest growth in subscriber base on an individual

basis this month.

At Airtel, we have always sought to enhance value for you as a customer by providing

you the most relevant and easy to use services through innovation and by harnessing

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the latest developments in technology. In line with this strategy, we have constantly

introduced innovative products and services to suit your unique needs and wants.

Our services range from CLI to Music Messaging to Lost Call Alerts – all to serve

you better.

Move your mouse over any service from the following menu to get a brief description

on what it is all about.

SMS

ASTROLOGY

RINGTONES

VOICE-MAIL

DAIL-A-RINGTONE

LOGOS

CALLER TUNES

MUSIC MESSAGING

FLASH MESSAGES

BLINKING MESSAGES

JOKES

LOVE JOKES

YAHOO! MESSAGING

YAHOO! MAIL

NEWS UPDATES

SPORTS

CALLER IDENTIFICATION

“TRENDS IN MOBILE COMMUNICATIONS”

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The growth and penetration of sophisticated digital communication systems,

infrastructures, and services, has been increasing constantly over the last decade.

Examples of these services are the Internet, electronic mail, multimedia, pagers, PDA's,

and mobile telephony. From marginal penetration 15 years ago, these systems and

services are becoming a commodity in both professional and consumer markets

worldwide. The developments in these fields are still going strong. In particular, rapid

advances - both in technology and services - can currently be observed in wireless and

mobile systems that support the communication of different media, such as data,

speech, audio, video and control.

Current wireless network and mobile phone services roll-out is centered around four

available technologies, namely WAP, UMTS, Bluetooth, and mobile positioning

systems. The wireless application protocol (WAP), initially carried by second

generation GSM and in the future by third generation UMTS wireless networks, will

turn the mobile phone into a networked smart-phone capable of low to medium data

rate Internet functionalities. Bluetooth will allow for short-range data communication

between consumer appliances in a domestic environment. Positioning systems will

become integral part of mobile phones such that services can be made dependent on the

location of the user in the network.

When projecting the progress in mobile networks and services into the future, three

developments are of importance. In the first place, we can observe that more and more

mobile phone-like devices start to include accessories such as a small keyboard, a

display, and a speech interface. Such communication and information-oriented systems

are emerging as hybrids between the mobile phone and the wireless laptop personal

computer. With higher bit rates supporting more advanced services, the integration of

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the personal computer and personal communication devices will be pushed even

further.

In the second place, we observe that computing resources are becoming ubiquitously -

that is everywhere and at all time - available. We will soon live in an environment that

supports us by providing ubiquitous Computing for a wide variety of tasks and

services. Daily life consumables, durable products and services already contain an ever-

increasing number of sensors, actuators, processing units, and (embedded) software.

The personal computer has entered daily life as a necessary commodity, and the

development of sophisticated communication systems in today's society relies heavily

on the availability of computation resources.

Finally, we observe that communication and computing is becoming increasingly

personal. The device (and therefore the user) is always on-line, the user is identifiable,

the device can be personalized, and the system knows about the user’s position.

“CELLULAR MOBILE PRICING STRUCTURE AND

TRENDS”

Successful growth and diffusion of mobile communication services is focusing greater

attention on how mobile relates to fixed networks. Accordingly, it is necessary for

regulatory authorities to review current frameworks in those instances where regulation

might impede the offering of certain pricing structures, such as calling party pays. This

issue is critical in putting fixed and mobile networks on an equal footing, so the

potential for competition between networks can be exploited. Testing the demand for

new pricing structures can be left to the market. Successful growth and diffusion of

mobile communication services is focusing greater attention on how mobile

communication relates to the Internet and electronic commerce. This report reviews

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and benchmarks the pricing of emerging services such as short message services. These

services are the harbingers of ? Third generation ? Information services over mobile

networks, and policy makers need to review current regulatory frameworks to enhance

pricing innovation and competition in the provision of these services.

INDIVIDUAL CUSTOMIZATION

An important trend in our society is agility or mass individualization. Consumer

behavior is much more volatile, much less predictable and increasingly concerned with

instant gratification. The expectation is that in due course this trend towards

individualization will become a more important factor in the emerging markets too,

particularly in the urban areas. As well as setting quality standards for products, this

attitude also demands delivery at the right time and in the right place. At any moment,

wherever the consumer may be, it has to be possible to satisfy his or her requirements;

it is a question of the consumer as a "moving target" and how we can increase our

chances of "scoring a hit".

In modern thinking about categories of consumers, every consumer has something of

this instant consumer in his or her make-up, alongside other possible descriptions, such

as "rational", "social" and "responsible". What's more, this can vary according to the

product category. One moment, moreover, this instant consumer will be demanding

products on the basis of flavor, convenience or cheapness, and in the next breath will be

voicing concerns about the environment, animal welfare or his or her own health. The

likelihood is that in the long term health, the environment and animal welfare will be

significant factors in the concept of quality, as safety already is.

Changes in consumption patterns are an important factor in this development. While

the retail trade is evolving from supermarket to household service provider in response

to mass individualization, consumers are increasingly also obtaining their food through

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other outlets: company canteens, take-away meals, snack bars, old people's homes etc.

"Young couples" in Europe are rapidly moving towards the situation that already exists

in the United States, where 50% of the food consumed is prepared outside the home.

This places different demands on products in terms of keeping qualities (shelf life),

convenience and presentation.

Consumer-driven technology development

These trends in the market and among consumers generate a demand for a more

differentiated and more rapidly changing product range and also call for a different

approach to technology development (dedicated production systems). In the future

there will have to be product development that takes the dynamic of the market and the

divergent wishes of the consumers as its starting point and uses the technologies of the

future: biotechnology, separations technology, sensor technology and modern

information technology (IT). To achieve this, product development will have to be

tackled in a more structured way, and knowledge deriving from different areas of

research will have to be integrated more effectively. The development of sensor

technology in the agro sector, for instance, requires the integration of materials

technology, biotechnology and process technology. New scientific developments also

provide interfaces through which the sector may respond to wishes relating to health:

both the information about genetic aspects and the new insights into bioactive

components - substances that, in low concentrations, affect human health - offer

interesting prospects of made-to-measure food!

In the future, "made-to-measure food" will also mean "food produced in a way that the

public finds socially acceptable". Such aspects as the environment, animal welfare etc.

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will play a major role. This will have to be specifically taken into account in the

development of technology.

From chains to flexible networks

As well as imposing requirements in terms of technology development, trends such as

mass individualization call for a responsive answer to a sharply fluctuating market

demand. This places considerable demands on the organization of agricultural

production chains. The full vertical integration of links in a chain can mean a loss of

flexibility. It would appear to be more efficient to opt for a continuation of the

development of the chain concept; leading to responsive networks that combine the

advantage of co-ordination with the flexibility of more loosely linked organizations.

These independent organizations work closely together in the flow of goods along the

chain in order to achieve the desired "customer value" at the lowest possible cost.

‘COMPANY’S PLANS’

PREPAID PLANS

Are you wary of committing yourself to a date for making your bill payments?

Is it too much of a bother for you to remember dates for bill payments? Do you often

end up paying late fees against your monthly utility services bills? Do you end up

spending too much if you have the option to pay the bill later?

Think over for if one of these represents you, we have a solution for you. Start

thinking prepaid is our advise!

33



So what exactly is this prepaid! It is simply a way of going cellular by paying

for the talk time in advance. For e.g. if you feel that you need Rs. 300 worth of talktime

for a month, you can buy a recharge coupon which gives you that much talktime on

your cellphone. Once that money gets exhausted you can buy another recharge coupon

for the same or different denomination depending on your future need.

Prepaid allows you to be in control of your cellular expenses even while you are

spending. You will be surprised that today In India, Prepaid connections account for

almost 60 to 70 percent of the total new entrants into cellular telephony. That’s because

almost every one of us wants to be in control of our cellular expense.

Advantages of prepaid:

Some of the many advantages that you enjoy with Airtel Pre-Paid...

• Total Cost Control

Enjoy the liberty of total cost control with your Airtel Pre-paid! Re-charge as

much as you feel the need to! Now that's what we call complete freedom!

No Rentals

Buy an Airtel prepaid card without having to pay any rentals!

No deposits

Your Airtel prepaid card comes without you having to pay heafty deposits!

STD/ISD facility till the last rupee

Now experience complete freedom like never before with Airtel! Our STD/ISD

facility allows you to make long distance calls in India and Overseas from your

cellular phone!

Instant Balance Inquiry

34



Check your talk-time instantly by calling our toll-free number!

1 Paise per second pulse

Airtel provides you with a 1- paise per second pulse rate! Freedom for you to

experience like never before!

Instant Recharge

Avail of instant recharge on your Airtel prepaid card with just a few simple

steps!

24-hour recharge facility

With our round-the-clock recharge facility, recharge you Airtel prepaid card

anytime, anywhere!

Caller Line Identification

Call Line Identification gives you the power to know the phone number of the

calling party even before you answer the call, thus giving you the choice to either

reject or take the call. It provides the added advantage of saving the incoming

number directly in the Handset Phone Book. So that the next time you want to call

the same person, you don't need to retype his number, simply use your phone book.

Call Divert, Call Hold and Call Wait

Avail of special services like call waiting, call hold and call divert – all with your

Airtel prepaid card!

Short Messaging Service (SMS)

With Airtel’s Short Messaging Service (SMS), send messages and jokes to your

friends and colleagues, anytime anywhere!

SMS based Information Services

With Airtel's SMS based information services; you can get up to-the-minute cricket

35



scores, order flowers as well as send couriers or check your daily horoscope!

Voice Mail service

Voice Mail lets you receive messages even when your handset is switched off or

when you are outside the coverage area. You can listen to your messages whenever

you feel like, from anywhere in the world. Voice Mail can store up to 75 messages,

with each message of two-minute duration.

ISD (Rs. / Min)

USA, Canada, Europe (Fixed Line), Australia, Singapore, Hong Kong, Thailand,

Malaysia, Indonesia, New Zealand.

6.4

Gulf, Europe (Mobile), SAARC countries, Africa & Rest of the world 9.2Cuba, Sao Tome & Principe, Guinea Bissau, Diego Garcia, Nauru, Solomon

Islands, Vanuatu, Cook Islands, Tuvalu, Tokelau, Norfolk Island, Sakhalin

40

SMS (Rs.)

Local 1

CDMA 1

National 1.5

International 5

VAS 3.00

36



New India Home 299

ONE TIME CHARGES (Rs.)Activation Charges 250

Membership Fee 250 ,converts into security deposit after 24

mnths

Security Deposit 0

MONTHLY CHARGES (FIXED) (Rs.)

Bill Plan Charge Rs.299

MONTHLY CHARGES (OPTIONAL) (Rs.)

CLIP 0

Airtel Other GSM /

CDMA (10

Digit)

Landline /

WLL

LOCAL RATES (Rs. / Min) 1Per 2 Minute 1 1

STD RATES (Rs. / Min) 1Per 1 Minute 1Per 1 Minute 1Per 1 Minute

ISD (Rs. / Min)

USA, Canada, Europe (Fixed

Line), Australia, Singapore,

Hong Kong, Thailand,

Malaysia, Indonesia, New

Zealand.

6.4

Gulf, Europe (Mobile), SAARC

countries, Africa & Rest of the

world

9.2

Cuba, Sao Tome & Principe,

Guinea Bissau, Diego Garcia,

Nauru, Solomon Islands,

Vanuatu, Cook Islands, Tuvalu,

Tokelau, Norfolk Island,

Sakhalin

40Rs

SMS (Rs.)

Local 1

CDMA 1

National 1International 5

VAS 3

Airtel 175 Plan

ONE TIME CHARGES (Rs.)

Activation Charges Rs.250

Membership Fee Rs.250(converts to security deposit post 24

mnths)

Security Deposit NA

MONTHLY CHARGES (FIXED) (Rs.)

Bill Plan Charge 175MONTHLY CHARGES (OPTIONAL) (Rs.)

37



CLIP 0

Airtel Other GSM /

CDMA (10

Digit)

Landline /

WLL

LOCAL RATES (Rs. / Min) 0.75 0.75 0.75

STD RATES (Rs. / Min) 1.5 1.5 1.5ISD (Rs. / Min)

USA, Canada, Europe (Fixed

Line), Australia, Singapore,

Hong Kong, Thailand,

Malaysia, Indonesia, New

Zealand.

6.4

Gulf, Europe (Mobile), SAARC

countries, Africa & Rest of the

world

9.2

Cuba, Sao Tome & Principe,

Guinea Bissau, Diego Garcia, Nauru, Solomon Islands,

Vanuatu, Cook Islands, Tuvalu,

Tokelau, Norfolk Island,

Sakhalin

40

SMS (Rs.)

Local 1

CDMA 1

National 1.5

International 5

VAS 3

Airtel Out of Home Circle

We have established one of the most extensive roaming tie-ups - both national and

international- with the best service providers in the respective regions to ensure that

you get uninterrupted coverage throughout. We currently provide roaming coverage in

more than 1000 cities and major highways across India. We also provide international

roaming in 56 countries across 101 networks.

To get more information on our roaming coverage, click on the respective links:

National Roaming

Our national roaming coverage currently spans across more than a 1000 cities across

India. To subscribe to National Roaming, you have to pay the following:

38



Security Deposit- Rs 1500

Monthly Rental- Rs 49

National Roaming Tariffs:

Service category

Location

Distance(K

m)

Charges(Rs.)

Outgoing

Within the roamed

Circle

M 2 M / PSTN / WLL Any 1.99

Outside the roamed

Circle (STD)

M2M 0 – 200 1.99

> 200 2.99

M 2 PSTN/WLL 0 – 200 2.99

200 - 500 3.99

> 500 4.99

ISD Gulf 15.99

Rest of the World 15.99

Incoming

Any source Any distance 1.99

SMS

Mobile Originated 3

Mobile Terminated 0

Customer Care

Do you need any clarifications on your bills? Do you have any feedback or

query on our Products & services? You can call us, send us an E-mail or meet us in

person. We shall be glad to help you out in every possible way.

Contact us by phone

If you are on Airtel, just call us on 121 your Airtel Prepaid phone.

If you are on Airtel postpaid, just call us on 121 from your Airtel Postpaid phone

These toll free numbers however, cannot be dialed when you are roaming.

39



Airtel launches “Music Messaging” service

Customers can dedicate songs along with their voice messages;

Airtel, one of the leading cellular operators in Maharashtra, Goa, and Daman & Due

and today announced the launch of a new innovative service called “Music

Messaging”. The service will allow music lovers to listen to the various songs and then

dedicate the same to any other Airtel mobile subscriber along with a personalized voice

message.

For using the service, the customer simply needs to dial 646 from his mobile

and follow the voice prompts. This will lead him to the options Hindi and English

songs. There are 10 songs under each option and the customer can either go on to listen

to the song clippings of 90 seconds each or move on to the next or previous song.

While listening to the song, the subscriber may choose to dedicate the song to some

other Airtel Subscriber after recording a 10 second long personalized voice message.

The music message will then be received by the person to whom it has been dedicated

as a Voice Message with the CLI of the sender. Once delivered, the message begins

with the sender’s voice message followed by a 30 second clip of the song that has been

dedicated. The charge for the service is just Rs 7/minute for a 60 second pulse.

Announcing the launch of the service, Mr. N.F.Aibara, COO, Airtel-

Maharashtra said “The mobile phone today is no longer just a communication device.

Rather it is a driver of self-identity and creative pursuits especially for the youth

segment which constitutes about 70 % of the new customers that we enrol every month.

We have always sought to provide our customers with new and exciting services that

have been made possible through innovation and use of latest technology. The launch

of this new service is another step in the same direction as it enables customers to add a

40



musical edge to their messages-nothing can be more powerful than a message in one’s

own voice along with a song to suit the situation. I am sure this service will be liked by

all our customers and more specially the youth”

BHARTI CELLULAR FOOTPRINT

Bharti is to first achieve critical mass, then drill deep instead of spreading thin.

Thereafter, it is ready for controlled expansion.

In keeping with this, the company has been providing excellent service to its

subscribers in various states. It controls a portfolio of India's most attractive and

contiguous telecom geographies, including the states of Maharashtra (excluding

Mumbai), Goa, Gujarat, Andhra Pradesh, Madhya Pradesh, Chattisgarh and Delhi

(inclusive of NCR). With a footprint dominating the map of India, Airtel Cellular

accesses over 45% of India's

total telephony potential. With the objective of critical mass achieved, Airtel Cellular

turned to drilling deep.

41



OBJECTIVE OF THE STUDY

• To study the consumer trends in telecommunication sector.

• To study consumer decision-making & preferences.

42



• To study marketing strategies adopted by Airtel.

• To study the level of customer satisfaction in Airtel.

• To study the market potential.

• To study customer purchase decision behaviour.

• To understand the needs of different consumer segments.

• Comparative study of different mobile companies.

• To know why some retailers don’t sell new connections of Airtel.

43



Research problem:

To study consumer trends, behaviour, preferences and level of

satisfaction in Airtel communication Ltd. The study was conducted in Delhi with

sample size of 50 and sample units were suppliers and

Consumer of mobile connection

Research Objectives:

• To study the consumer trends in telecommunication sector.

44



• To study consumer decision-making & preferences.

• To study marketing strategies adopted by Airtel.

• To study the level of customer satisfaction in Airtel.

• To study the market potential.

• To study customer purchase decision behaviour.

• To understand the needs of different consumer segments.

• Comparative study of different mobile companies.

Research Design

The following methodology was adopted for the study purpose:

Type of research:

Descriptive and qualitative research design were used while conducting the project.

Sampling Design was taken by the researcher as the Research design.

The major purpose of the study is to describe the state of affairs as it exists at present.

The study was based on the facts or information already available, & analysis of this

available information make a critical evaluation of the material.

Research Method/Technique:

In the project report the researcher used following techniques while conducting his

study:

• Analysis of documents

• Survey Method: A market survey was done on life insurance companies.

• Interview (Personal): Both open and closed ended (unstructured) questions

were asked while taking some information from the users of the cellular at

ALLAHABAD.

45



• Questionnaire (Structured): A structured designed comprehensive questionnaire

was framed and pretested for data collection from the customer of mobile

Research Data

Data is the key activity of marketing research. The design of the data

collecting method is backbone of research design.

Data constitute the foundation of statistical analysis and interpretation.

Hence the first step in statistical work is to obtain data.

Data can be obtained from two important sources, namely:

• Primary Data

• Secondary Data

Primary Data:

Primary data are gathered for the specific purpose or for a specific

research project, consist of original information for the fulfilment of project objective.

When the data are required for the particular study can be found neither in the internal

record of the enterprises nor in published sources. In some cases it may become

necessary to collect original data.

Primary data can be collected in four ways:-

• Observation

• Survey

Secondary Data:

Secondary data are the data, which already exists somewhere. Secondary

data provide starting point for research and after that the advantage of low cost and

ready availability. Secondary data can be divided into two types:

46



• Internal data

• External data

When researcher uses the data that has already been collected by other

data are called secondary data. Secondary data can be obtained from journals i.e.

internal sources report, government publication and books, professional bodies etc.

Internal data are reports and memos generated within an organisation to

facilitate its operations and annual report. External data are those specially produce for

outside consumption.

Sources from which the researcher has taken the secondary data are

as under:

• Direct observation

• Airtel website

• Books for marketing management

• Surveys and customer data & report

• Airtels customers care office

• Airtel’s Brouchers

SAMPLE DESIGN

Area of Sample:

• The areas covered up in this survey was ALLAHABAD

Selection of units under study

Sampling Units from ALLAHABAD were suppliers and

47



Consumer of mobile connection

Source list (Sampling Frame)

SUPPLIERS: 10

CUSTOMERS: 40

Sample size: 50

Sampling Procedure: Probability Sampling (Simple Random Sampling)

48



• Do you have own mobile connection?

• Yes

• No.

The data shows that the total sample size of 50 people taken for

research out of which 86% of persons keep mobile with them.

Sample size - 50

Having mobile Respondent

Yes 43

No 7

• Which kind of phone you would like use?

49



The data shows that the total sample size of 50 people taken for

research out of which 50% of persons like to use land line phone and 30%

person like to use mobile and rest 20% person like to use WLL.

Sample size - 50

CONNECTION Respondent

LANDLINE 25

MOBILE 15

WLL 10

50



(3) Which age group you belong to?

• 15-20

• 20-25

• 25-35

• 35- above

The analysis shows that 14% people from 15- 20 age group, 8% persons

from 20-25 age group, 36% persons from 25-35 age group, and 42% of

people from 35-above age group keep mobile with them.

Sample size - 50

Age Respondent

15-20 7

20-25 4

25-35 18

35-above 21

(4) What occupation do you have?

• Business

• Professional

• Government Employee

• Student

23 16 10 18

The data shows that 50 persons are from, 23 persons are professionals, 16 persons are

Private and 5 persons are found retirement 6 person are government employee to

consume mobiles.

Sample size - 50Occupation Respondent

51



Professional 23

Private 16

Retirement 5

Government 6

(5) Which connection would you prefer?

• MTNL

• Airtel

• Vodaphone

• Aircel

• Reliance

When the preferences for mobile phone connections were asked, results

drawn that 40% of persons prefer to take BSNL because they believe in

BSNL’s better coverage & cheaper rates after BSNL, 20% of people opt

Reliance services because of its cheaper rate and flexible schemes, then

Airtel is only 25% but there is very high recommendation for its better

connectivity. Airtel is rich in attractive schemes and plans for business

persons and persons related to corporate world.

Sample size: 50

Phone Connections Respondent

Airtel 20

Aircel 8

MTNL 12

OTHERS 10

(6) You would like to take prepaid connection or Post paid connection?

a. Prepaid

b. Post paid

52



The project study shows that almost people from the selected segment

give priority to Post Paid connection, because of the flexibility and

attractive plans for this market segment.

Sample size: 50

Connection Respondent

Pre paid 40

Post paid 10

53



Airtel

market %

Competitor's

market%

Airtel

market%

Competitor's

Market%

Airtel Lapu

%

Competitor's

Lapu %

Careter’s meeting Pt. 40% 60% 45% 55% 41% 59%

Final Touch 67% 33% 45% 55% 45% 55%

Naaz photo comm. 36% 64% 42% 58% 43% 57%

Tone & melodies 45% 55% 43% 57% 40% 60%

Milan comm. 38% 63% 43% 57% 38% 63%

Aalamcomm. 45% 55% 57% 43% 29% 71%

Vijay electronics 38% 62% 38% 63% 38% 62%

Aman comm. 42% 58% 40% 60% 38% 62%

Rose comm. 43% 57% 29% 71% 29% 71%

TOTAL 45% 55% 43% 57% 37% 63%

54



Outlet nameAirtel market

%

Competitor's

market%

Airtel

market%

Competitor's

market%

Airtel

Lapu %

Competitor's

Lapu %

A 2 Z communication 43% 57% 40% 60% 33% 67%B.K.Marketing 64% 36% 50% 50% 40% 60%

Santacruz mart 61% 39% 9% 91% 41% 59%

Mobile villa 68% 32% 27% 73% 44% 56%

Vakola Mall 80% 20% 40% 60% 44% 56%

Matrix telecom 37% 63% 50% 50% 30% 70%

Gupta Telecom 58% 42% 38% 62% 45% 55%

Moon contacts 74% 26% 42% 58% 53% 47%

Mobile city 44% 56% 33% 67% 45% 55%

Konkan electronics 58% 42% 38% 62% 43% 57%

TOTAL 61% 39% 24% 76% 43% 57%

55



Airtel

market %

Competitor's

market%

Airtel

market%

Competitor's

market%

Airtel

Lapu %

Competitor's

Lapu %

Gala & sons 75.00% 25% 53% 47% 60% 40%Bharat telecom 75.00% 25% 45% 55% 45% 55%

Praveen & sons 70.97% 29% 56% 44% 56% 44%

Zarina general store 64.52% 35% 57% 43% 48% 52%

Ravi communication 72.73% 27% 55% 45% 48% 52%

Sai communication 75.00% 25% 45% 55% 44% 56%

Quality inn 62.50% 38% 52% 48% 56% 44%

Nirmals shop 76.47% 24% 48% 52% 60% 40%

Andheri Shop 66.67% 33% 50% 50% 43% 57%

Total 72.27% 28% 49% 51% 54% 46%

56



Airtel

market %

Competitor's

market%

Airtel

market%

Competitor's

market%

Airtel

Lapu %

Competitor's

Lapu %

Nair Gallery 55% 45% 45% 55% 33% 67%Poonam Art Gallery 50% 50% 44% 56% 43% 57%

Aman comm. 63% 38% 42% 58% 42% 58%

Khar Internationals 44% 56% 33% 67% 31% 69%

Saif business 26% 74% 47% 53% 40% 60%

Unique telecomm. 43% 57% 36% 64% 67% 33%

Antique

Communications54% 46% 54% 46% 43% 57%

Harmain Entp.. 56% 44% 42% 58% 43% 57%

Orpat watches 56% 44% 56% 44% 29% 71%

Sindhi Mobiles 45% 55% 40% 60% 38% 62%

TOTAL 50% 50% 43% 57% 40% 60%

57



Airtel

market %

competitor's

market%

Airtel

market%

competitor's

market%

Airtel

Lapu %

competitor's

Lapu %

Magic gallery 46% 54% 40% 60% 31% 69%

Photo world 40% 60% 40% 60% 35% 65%

Baba Telecom 42% 58% 63% 37% 36% 64%

Gift Point 48% 52% 5% 95% 37% 63%

Gift 4 U 36% 64% 45% 55% 29% 71%

Arco electronics 43% 57% 35% 65% 36% 64%

Marlboro telecom 38% 63% 38% 62% 36% 64%

Star comm. 43% 57% 30% 70% 36% 64%

Malik comm. 43% 57% 37% 63% 39% 61%

Highway international 44% 56% 29% 71% 38% 62%

TOTAL 43% 57% 38% 62% 35% 65%

58



Amar

enterprises

Golden

tel.

Bharat

stores

Kapil

comm.

Plus Point

comm.

Plaza

comm.

New Star

comm.

Kumail

comm.

Juhu

general

store

Airtel prepaid connection

stock 67% 58% 63% 71% 75% 73% 56% 50% 56%

Competitor's stock 33% 42% 38% 29% 25% 27% 44% 50% 44%

Airtel coupon value 42% 40% 33% 33% 42% 40% 60% 40% 50%

Competitor's coupon value 58% 60% 60% 67% 58% 60% 40% 60% 50%

Airtel Lapu value 45% 40% 50% 56% 48% 47% 42% 40% 38%

Competitor's Lapu value 55% 60% 50% 44% 52% 53% 58% 60% 63%

59



SALES OF DIFFERENT RETAILERS

S.No.Transforming

Value

Doing (New Sim)

570

•

Ginny Telecom 3000/a day 10 / a month• Sodhi Selection 3000/a day 7 / a month

• Krishna Enterprises 3000/a day 2 / a day

• Balajee Medical Store 1000/a day Don't Sell Sim

• Pastry Palace 500/a day Don't Sell Sim

• Sutech Photostat 1000/a day Don't Sell Sim

• Mobile Gallery 2000/a day 12 / a month

• E-Zone 4000/a day 10 / a month

• Vikas Teleco 1000/a day 5 / a month• Skyline Communication 1000/a day 5/ a month

• Kohli Associates 5000/a day 12 / a month

• Amit Cellnet Don't Sell Lapu Don't Sell Sim

• Sunrise Communication Don't Sell Lapu Don't Sell Sim

• Gurunanak Telecom 3000/a day 15 / a month

• Lambawatch Service 5000/a day 4 / a day

• Shri Balajee Communication 500 / a day 15 / a month

• Bharija Telecom 1000/a day 4/ a month

• Chabra Sons 1500 / a day 10 / a month

• Gupta Telecom 3000/a day 3/a day

• Goodluck Telecom 3000/a day 5/a day

• Arora Telecom 5000/a day 2/a day

• Baboo Music House 4000/a day 1/a day

• Rincle Electronics 5000/a day 2/a day

• Honest Telecom 3000/a day 1/a day

• Prince Communication 2000/a week 2/a day

• Jyoti Telecom 5000/a week 2/a day

• Hari Telecom 3000/a day 1/a day

• Bansal Communication 3000/a day 2/a day

• Verma Communication 5000/a week 1/a day

• Sunny Sound 2000/a day 1/a day

• Diksha Network Don't Sell Lapu Don't Sell Sim

• Gogia Telecom 7000/a month 3/a month

• Urvashi 3000/a day 2 /a day

60



• Sharma Telecom 5000/a day 1/a day

61



SOME OF THE OUTLETS THAT I HAVE COVERED

S.No.Transforming

Value

Doing (New Sim)

571

•

Your's Shop 8000 / a week 2 / a week • Gaba Communication 6000 / a week 1 / a week

• Gosain Electronics 20,000 / a week 4 / a week

• Sant Bakers 10,000 / a week 2 / a week

• Unique Communication 3000 / a week 1 / a week

• Sukh Communication 3000 / a week 1 / a week

• Arora Communication 3000 / a day 2 / a week

• Balajee Communication 15000 / a week 10 / a week

• Dase Enterprises 7000 / a week 3 / a week • Gift Corner 20000 / a week 5 / a week

• Deepak Communication 2000 / a week Don't Sell Sim

• Kalptaru Communication 3000 / a week 4 / a week

• JMD Communication 3000 / a day 3 / a week

• Hello Point 5000 / a week 2 / a week

• Grover Communication 5000 / a week 1 / a week

• Electronics Ways 20,000 / a week 15 / a week

• Com-Com 15,000 / a week 7 / a week

• Melhotra Telecom 35,000 / a week 7 / a week

• Grover Car Don't Sell Lapu Don't Sell Sim

• Puneet Communication 4000 / a week Don't Sell Sim

• Digital Age 3000 / a day 2 / a week

• Bhawna Communication 3000 / a week 1 / a week

• Anand Communication 3000 / a week 1 / a week

• Vicky Communication 2000 / a day 1 / a week

• B.S. Telecom 3000 / a day 2 / a week

• Raju Telecom 6000 / a week 3 / a week

• Noble Communication 9000 / a week 6 / a week

• Sun Communication 5000 / a week 1 / a week

• Tele Voice 3000 / a week 2 / a week

• Asian Electronics 5000 / a week 4 / a week

• Fine Computers 5000 / a week 1 / a week

• Kundan Property Don't Sell Lapu Don't Sell Sim

• Air Communication 5000 / a week 2 / a week

62



• Melody 7000 / a week 2 / a week

• Style Communication 5000 / a week 2 / a month

• Apna Store Don't Sell Lapu Don't Sell Sim

• Jaishree harmilap 2000 / a week 2 / a month

• Monu Studio 5000 / a week 1 / a week

• Crazy Communication 2000 / a week 2 / a day

• Chawla Telecom 3000 / a week 1 / a month

• Bhola Telecom Don't Sell Lapu Don't Sell Sim

• Broadway Music 5000 / a month 1 / a month

• Cellular Hut Don't Sell Lapu 4 / a month

• Feeling Gift Point Don't Sell Lapu Don't Sell Sim

•

Jai Ambe Fancy Store Don't Sell Lapu Don't Sell Sim• Kiran STD Don't Sell Lapu Don't Sell Sim

• Kundan Properties Don't Sell Lapu Don't Sell Sim

• Ambika Telecom 2000 / a week 1 / Month

• Manpreet Communication Don't Sell Lapu Don't Sell Sim

• Naveen Corner Don't Sell Lapu Don't Sell Sim

• Neha Enterprises 2000 / a week 1 / a month

• Royal Amar Watch 2000 / a week 1 / a month

63



Airtel FSO

64



FSO - Full Service Outlet

Basically for providing customer services in terms of their queries to build good

relation with customers to reach a point of customer satisfaction. Building good

customer relation does not only help in expanding sales but also helps in knowing the

customer better and knowing the customer further leads to acknowledgement of tastes

& preferences of the customer.

One of the various ways to reach the customer is through franchisee. It helps the

customer to be in touch with a particular business. The franchisee should be at many

places to build a strong relation with all segments of customer. It must also have many

customer executives so that there are enough people to attend all customers and time

can be saved. It leads to instant help to the consumer to be happy and satisfied and the

sole purpose of marketing "Customer Satisfaction is achieved.

OUTLOOK OF THE FRANCHISEE:

The franchisee was having transparent glasses outside so that anybody can look in that

its open from outside from inside the franchisee was beautifully furnished with

furniture. Most of the things there was of Red, black and white colour which are

colours of Airtel. The franchisee was centrally air-conditioned and have all the

necessary things which customer needs like sufficient number of seats, drinking water

etc. s

INTERACTING WITH THE CUSTOMER'S

65



All the customer's were treated well, when they enters the franchisee the executives

greets them. All the executives there listens the customer query very patiently and try

there level best to solve it they send the customer to the floor manager.

For eg.:

For the new connection - The executives first listening to the customer patiently (his

needs and preferences) than tell them postpaid and prepaid connection plans which

most suited to the customer and helps them to choose the best for them, on the basis of

their budget, for what purpose they are buying, how often he will use it etc.

SERVICES PROVIDED BY Franchisee:

New Postpaid and prepaid connection

New SIM issue

Duplicate SIM issue.

Coupons and Easy recharge (Value)

Bill deposit (In cash and cheque)

Solving Customer queries

Migration of prepaid connection to postpaid connection and vice versa

Name and Address change of postpaid connection

Activation of Roaming and STD

Bill details

Changing of plans

Disconnection of plan

Mobile problems

Queries regarding broadband, GPRS

Queries regarding Land line phone

66



OBSERVATION:

The executives there were not fully aware of all plans. For eg. the executives was not

aware that Rs. 2,000 prepaid Connection in which the customer's get two years

incoming validity was still going on, he come to know about it when the customer said

that he got a message from Airtel today about this plan.

Customer's of new connection were very unhappy that there connection will be

activated after a weak.

Customer's were not satisfied with the Airtel services.

Customer care number doesn't connects easily, it takes a lot of time to connect some-

times a day to speak with executive.

Many fraud cases were coming.

Most of the people are opting for postpaid connection instead of prepaid connection

postpaid and prepaid connection plans which most suited to the customer and helps

them to choose the best for them, on the basis of their budget, for what purpose they are

buying, how often he will use it etc.

Most of the people were opting for Rs. 1399 advance rental plan of 2 years.

Many customers were demanding for corporate connection but the executives said that

individual connection of corporate is not possible; they should be atleast five

connections.

People were very happy with add-on scheme of postpaid and also opting for it.

The franchisee sells 7 to 9 postpaid and 3 to 5 prepaid connection daily.

Many customer's were coming for making adjustment in their bill plan or amount.

Many customer's were coming with the problem that the plan they are assigned was not

opted by them.

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Radio-connectivity of their system was getting very slow again and again by which the

customer's were getting irritated.

The customer's who need prepaid connection were getting less preference in

comparison to the customer's who need postpaid connection.

The customers were very happy with Airtel scheme in which the customer can make

the payment through bank automatically every month by filling ECR form.

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SUGGESTIONS

There should be more customer care numbers and executives so that the problems of

the customers can be solved quickly.

They should have more space for payment.

The executives there should be given training time to time about new schemes and

plans.

No phone calls should be attended while entertaining the customer.

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Every executives should know his responsibility and work.

RECOMMENDATION

The company should go ahead with aggressive marketing. They should light

competition on

• Awareness level.

• Pricing strategy.

Thus, the recommendations fir these are as follows:

1. AWARENESS

(a) The company should sponsor local programs.

(b) The company should arrange briefing sessions at prominent clubs such as

LIONS CLUB and ROTARY CLUBS etc.

(c) The company should organize awareness quizzes through Newspapers,

Magazines & announce suitable rewards accordingly.

(d) The company should distribute, l eaflets of AIRTEL

Cellular in posh colonies of ALLAHABAD.

2. PRICING STRATEGY

(a) The company should look the strategies of the competitive companies.

(b) The company should try its level best to keep the price low as compare to

competitors.

(c) The schemes should be updated as per the needs and occasions

SUGGESSTIONS

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• As the company have captured the western market they should retain

the customers

• Try to capture the nearest other markets nearby

• Occasional offers

• Proper billings to the post paid users

• Proper response to the customers on the helpline no. Or toll free nos.

• Roaming deposits should be reduced

FURTHER SUGGESTIONS

• MATCH COMPETITORS SCHEMES.

• COMMUNICATE THE SCHEMES TO Fos. AND RETAILERS DAILY.

• BETTER NUMBERS IN PRE – PAID AS CUSTOMER REQUIRES CHOICE.

• ENHANCE THE SERVICE IN AREAS WITH WEAK NETWORK.

• COORDINATION BETWEEN DEPARTMENTS MUST BE IMPROVED.

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“Good services is the way to retain the clients”

• AIRTEL CONNECTIONS ARE SELLING BECAUSE OF BEST

NETWORK COVERAGE.

• GOOD RELATIONSHIP OF FOS. & REATILER IS BEING

HELPFUL IN SELLING.

• LARGE MARKET COVERAGE, EASY AVAILABILITY OF

COUPONS.

CUSTOMER CARE NUMBER DOES NOT CONNECTS EASILY AND

EXECUTIVES THERE WERE ALSO NOT AWARE OF THE

SCHEMES

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74



While working on this project I have to face some difficulties while conducting the survey.

People were not interested in giving there actual information about their family income and

airtime, as they were extremely scared about the income tax some people have difficult to

take them in confidence so that they can give correct information.

Some of the limitations are:

Not at home

Refusal to co-operate

Respondent bias

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SWOT ANALYSIS OF AIRTEL

Strengths

INVESTOR’s FAITH:

Investor’s faith in Airtel that causes huge monetary support.

STRONG ADMINISTRATION:

Under the leadership of Bharti Cellular Ltd Airtel proved themselves as an well-

organized & administrative company.

BRAND NAME:

Airtel as a brand is the synonym of success. It is the largest private limited

organization of India.

Weakness

Lack Of Co-Ordination Between Deptt.

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Lack of Choice of Good Pre-paid numbers like XXYY numbers like others providing.

Opportunity

favourable TARRIFS: Newly issued tariffs are suitable for Airtel so they can easily

modify their tariff plans according to it and gain customer attraction.

Threats

tough COMPETITION: Airtel has to face a tough competition with existing market

leaders like Reliance (Reliance is providing Free Outgoing also) Vodaphone, Idea,

Aircel and Docomo.

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• BOOKS

Marketing Management by Philip Kotler 9th Edition

Research Methods for management by Dr. S. Shajahan 2nd Edition

Principal & Practice of Management by L.M. Prasad, 4th Edition.

• REFRENCES

• AIRTEL’s reports

• Books & magazine on mobile communication

•

WEBSITES & SEARCH ENGINE• www.airtelworld.com

www.bhartiteleventures.com

www.researchandmarket.com

www.info-shop.com

www.smartmobs.com

www.yahoosearch.com

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http://www.airtelworld.com/

http://opt/scribd/conversion/tmp/scratch13390/www.bhartiteleventures.com

http://www.researchandmarket.com/

http://www.info-shop.com/

http://www.smartmobs.com/

http://www.yahoosearch.com/

http://opt/scribd/conversion/tmp/scratch13390/www.bhartiteleventures.com

http://www.researchandmarket.com/

http://www.info-shop.com/

http://www.smartmobs.com/

http://www.yahoosearch.com/

http://www.airtelworld.com/



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SURVEY OF AIRTEL

Dear Sir/Madam,

We are thankful to you for patronizing AIRTEL. We hope that you are

satisfied with the product and quality of the services offered by the Airtel. As there is

always scope for improvement, we would like to get your opinion in these areas.

I would, therefore, request you to kindly assist us in our efforts by sparing a

little time to give us your valuable feedback and suggestions in the feedback form

below. Please do not hesitate to inform us of any observation that you think may be

relevant. We assure you that we would try to come up to your expectations.

Name:

………………………………………………………………………………

……

Sex :………………… Age:…………

Occupation: ..

………………………………………………………………………..

…………

Address:

………………………………………………………………………………

………………………………………………………………………………

…………

Contact Number: +91989…………………

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• WHICH PRODUCTS OF AIRTEL THEY WERE SELLING AND WHICH

NOT?

______________________________________________________________

______________________________________________________________

_____________________________________________________

• WHY WERE THEY NOT SELLING THAT PARTICULAR PRODUCT.

______________________________________________________________

______________________________________________________________

_____________________________________________________

• WHAT ARE THE DIFFICULTIES FACED DURING SELLING THE

PRODUCTS.

______________________________________________________________

______________________________________________________________

_____________________________________________________

• WHAT IS THE LEVEL OF STOCK MAINTAINED BY THEM. ______________________________________________________________

______________________________________________________________

_____________________________________________________

• THEIR FEEDBACK IN COMPARISON WITH THE COMPETITORS. ________________________________________________________________

________________________________________________________________

Airtel Project Report 22-11-10

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