PART-A

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INTRODUCTION TO THE COMPANY

HISTORY OF BHARTI

Bharti Tele-Ventures was incorporated on July 7, 1995 as a company with limited liability

under the Companies Act, for promoting telecommunications services. Bharti Tele-Ventures

received certificate for commencement of business on January 18, 1996. The Company was

initially formed as a wholly-owned subsidiary of Bharti Telecom Limited. The chronology of

events since Bharti Tele-Ventures was incorporated in 1995 is as follows:

Calendar year & Events

1995

- Bharti Cellular launched cellular services'AirTel'in Delhi

1996

- STET International Netherlands NV, or STET, a company promoted by Telecom Italia,

Italy acquired a 20% equity interest in Bharti Tele-Ventures

- Bharti Telenet launched cellular services in Himachal Pradesh

1997

- British Telecom acquired a 21.05% equity interest in Bharti Cellular

- Bharti Telenet obtained a license for providing fixed-line service in Madhya Pradesh circle

- Bharti Telecom and British Telecom formed a 51% : 49% joint venture Bharti BT, for

providing VSAT services

1998

- Bharti Telecom and British Telecom formed a 51% : 49% joint venture, Bharti BT Internet

for providing Internet services

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- First Indian private fixed-line services launched in Indore in the Madhya Pradesh circle on

June 4, 1998 by Bharti Telenet thereby ending fixed-line services monopoly of DoT (now

BSNL)

1999

- Warburg Pincus (through its investment company Brentwood Investment Holdings

Limited) acquired a 19.05% equity interest in Bharti Tele-Ventures

- Bharti Tele-Ventures (by acquiring a 63.45% equity interest in SC Cellular Holdings)

acquired an effective 32.36% equity interest in Bharti Mobile (formerly JT Mobiles), the

cellular services provider in Karnataka and Andhra Pradesh circles

- New York Life Insurance Fund, or NYLIF, acquired a 3% equity interest in Bharti Cellular

2000

- Bharti Tele-Ventures acquired an effective equity interest of 40.5% in Bharti Mobinet

(formerly Skycell Communications), the cellular services provider in Chennai

- Bharti Tele-Ventures acquired a 30.2% equity interest of Telecom Italia in Bharti Telenet

and 18.8% from Bharti Telecom thereby making Bharti Telenet a 100% subsidiary of Bharti

Tele-Ventures

- SingTel (through its investment company Pastel Limited) acquired STET's 15.3% equity

interest in Bharti Tele-Ventures

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- Bharti Tele-Ventures acquired an additional effective 41.64% equity interest in Bharti

Mobile (by acquiring the remaining 36.55% equity interest in SC Cellular) resulting in Bharti

Tele-Ventures holding an effective 74% equity interest in Bharti Mobile.

2001

- Bharti Tele-Ventures acquired NYLIF's 3% equity interest in Bharti Cellular

- Bharti Telesonic entered into a joint venture, Bharti Aquanet, with SingTel for establishing

a submarine cable landing station at Chennai

- Bharti Tele-Ventures issued additional equity for approximately US$ 481.30 million to

SingTel, Warburg Pincus, AIF group, IFC, NYLIF, and Seejay Cellular and Bharti Telecom

- Bharti Cellular acquired a 100% equity interest in Bharti Mobitel (formerly Spice Cell ),

the cellular services provider in Kolkata

- Bharti Tele-Ventures acquired 85% and 15% in Bharti Telespatial from Bharti Telecom

and Intel, respectively

- Bharti Tele-Ventures acquired a 44% equity interest in Bharti Cellular from British

Telecom, thereby making Bharti Cellular its 100% subsidiary

- Bharti Tele-Ventures acquired an additional 49% equity interest in Bharti Mobinet from

Millicom International and BellSouth

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International, thereby owning 89.5% equity interest in Bharti Mobinet, which was further

increased to 95.3% following an issuance of additional equity shares by way of rights issue

- Punjab license restored to Bharti Mobile by the DoT and migration to NTP - 1999 accepted

- Bharti Cellular entered into license agreements to provide cellular services in eight new

circles following the fourth operator cellular license bidding process

- Bharti Telenet entered into license agreements to provide fixed-line services in the

Haryana, Delhi, Tamil Nadu and Karnataka circles

- Bharti Telesonic entered into a license agreement with the DoT to provide national long

distance services across India

- Bharti Aquanet, Bharti Telesonic and Bharti Cellular entered into license agreements with

the DoT to provide ISP services in India

- Bharti Telesonic launched national long distance services under the brand name of

IndiaOne

- Bharti Telenet launched fixed line services in Haryana under the brand name of TouchTel.

2002

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- Comes out with issue of 18.53 crore equity shares through book building route with a floor

price of Rs 45 per share, received bid for 18.55 crore shares. Through the issue, it becomes

the first company in India to come out with 100% book building issue

-Issue price fixed at Rs 45 per share, floor price fixed by the company. Raises Rs 834 crore

-Shares listed on BSE, NSE and DSE, opens at 11% premium to its issue price of Rs 45

-Enters into a 5-year agreement with Escotel and ETL of the Escorts group to contract leased

line connectivity for its cellular operations

-Mr. Ravi Akhoury ceases to be Director of Bharti Tele

-DoT grants ILD Telephony License to Bharti Telesonic, subsidiary of the company

-Signs MoU with Telia AB to buy out their 26% stake in Bharti Mobile

-Ties up with SSC (Secondary School Certification) Board, Hyderabad, where Bharti will

announce SSC results to its customers on their mobile phones

-ICICI Bank ties up with Bharti for pre-paid mobile cards via ATMs

-Bharti forays into Mumbai with offers

-Alpine International Ltd. and ELM International Ltd. acquire shares of Bharti Tele-Ventures

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-Sunil Mittal, Chairman & Managing Director of the company, bags Businessman of the year

award by Business India

2003

-Airtel breaks interconnectivity with Tata Teleservices in Andhra Pradesh Circle

-Company accorded its approval for amalgamation of its subsidiary companies viz: Bharti

Telenet Ltd, Bharti Telesonic Ltd, Bharti Broadband Networks Ltd and Bharti Comtel Ltd

through scheme of Amalgamation. The merged entity would be renamed as Bharti Infotel Ltd

-Air Tel launches Local direct dialling facility in Chennai circle

-Mobilises 5 m long term foreign currency borrowings for expansion of cellular operations

-Bharti Cellular unveils CareTouch service

-Bharti Group's cellular brand Airtel has unveiled free multimedia messaging services

(MMS) for its customers. The company has also rolled out pan-India GPRS (General Packet

Radio Services) for its corporate subscribers

-Launches its `IndiaOne MeetXpress' audio-conferencing service

-Punjab, Haryana get free incoming calls from Airtel

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-AirTel provides SMS facilities to hearing impaired in Chennai

-Goa, Maharashtra gets 'voice portal' services by Bharti Cellular

-Launches free additional connection to its new subscribers in New Delhi

-Mr Sin Hang Boon and Mr Wong Hung Khim have resigned from the Board of Directors of

Bharti Tele Ventures Ltd with effect from February 27, 2003.

-Airtel provides SMS cricket updates

-Bharti Mobinet Ltd, the Bharti group company that provides the AirTel mobile service in

Chennai, today launched its GPRS (General Packet Radio Service) network and an MMS

(multi-media messaging) on the GPRS platform

-AirTel unveils new ring tones for karnataka cellular market

-AirTel Subscribers exceed 3 million mark

-AirTel unveils RAD system

-Mr P M Sinha resigns from the Board of Directors of the Company with effect from March

31, 2003.

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-Bharti TeleVentures announces the completion of merger with Bharti Mobitel

-Bharti Mobitel Ltd. merged with Bharti Cellular Ltd.

-AirTel reintroduces 'Mobile 2 Mobile' offer for Karnataka customers

-AirTel, Touchtel jointly offer freeTouchtel land line for post-paid Airtel connection

-AirTel rolls out voice mail service for pre-paid customers

-AirTel unveils new scheme for pre-paid customers giving away free talk time worth Rs 10

crore

-Airtel surpasses 4 lakh subscriber base in Karnataka

-Bharti announces new tariff plan AirTel 012

-Offers 0-1-2, a new cellular package for the customers, which means zero charges on

incoming calls, Re 1 on mobile-to-mobile outgoing calls, Rs 2 on mobile-to-mobile STD

calls

-Rolls out Airtel messenger service

-AirTel offers bundled handset, connection package for Rs 5715

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-Airtel slashes SMS rates to 60 paise; excludes Delhi and Mumbai

-Bharti cellular, wholly owned subsidiary of Bharti Tele-Ventures, increases its stake to

100% in Bharti Mobile

-Iinks distribution pact with Hathway Cable. With this alliance, Bharti is said to be the first

telecom firm to step into television distribution services

-Six cell operators move over from Bharti to VSNL

-Airtel augments cellular coverage in TN by including Arcot & Walajapet in its network

-Airtel ties up with Coke in Chennai to sell its Magic prepaid cards

-AirTel embarks on network expansion in Hyderabad

-Airtel unveils IndiaOne Long Distance Calling Card

-AirTel introduces unified tariff package in TN, Chennai

-Airtel becomes front runner in Karnataka's mobile services market

-Bharti Tele launches 'Always on' service to its subscribers

-SBI, AirTel announce EMI offer at Rs 299

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-Bharti and MTV join hands to launch new SIM card

-AirTel unveils new post-paid scheme at zero rental

-AirTel launches `Happy Plan' in AP

-Airtel emerges as the highest selling pre-paid card

-Airtel join hands with Alcatel & Videocon to launch new scheme

-AirTel service provider touches 5 lakh customers in Punjab

-Airtel offers 5 new services for its customers in Mumbai

-Bharti launches first dual band network in Delhi

-Gets 14th place among top 25 Cos in India

-Bharti Mobile crosses 4 lakh mobile subscribers in AP

-Airtel holds top position in terms of dealer penetration

-Prof. V S Raju has been inducted on the Board of Directors of the

Company.

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-Touchtel launches SMS service in fixed line phones in Karnal,

Panipat

-AitTel unveils special offers in Kerala

-AirTel launches InnoWest for the western region

-Bharti Tele-Ventures enters into an agreement with Telesystem

(Mauritius) Pvt. Ltd

-Airtel slashes out going sms price to 30ps

- AirTel on December 16, 2003 announced the launch of expense tracker service, which

provides customers the option of tracking their day-to-day expenses on a daily or monthly

basis. To avail of this service, the customer should register himself by sending EXP REG

Your mail ID{gt} to 3020. This service will allow a user to track expenses, while on the

move by sending an SMS. Each SMS sent to 3020 would cost Rs 3.

-AirTel introduces MTV Club Card in Chennai

2004

-Bharti unveils new card for Mecca piligrims

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-AirTel enrolls 50,000 customers in its mobile service in 60 days

-Launches WAP enabled portal Service in Kerala

- Bharti Cellular's AirTel has extended its mobile connectivity to

Karaikkal, Nagur, Mannargudi and Kovilpalayam in Tamil Nadu circle.

-Airtel customer base touches new high of 5 lakh mark in Andhra

Pradesh

- Mobile service provider AirTel is launching its first ever MMS (Multi Media service)

downloads in Tamil. The launch of this service has been timed to coincide with Pongal.

-AirTel tie up with MAA TV

-Airtel launches Rs 50 pre-paids recharge

-AirTel launched a family pack for its post-paid customers in Chennai on January 29.

According to a press release, the family pack may have a maximum of 10 members spread

across the country. The combined basic plan fixed charges/rental of all family members in the

pack will have to be equal to Rs 450 but less than Rs 1000 for the family 450 pack and above

Rs 1000 for the family 1000 pack. The offerings under family pack 450 include 15 free

mobile to mobile STD minutes within the family, 50 free local calling minutes to each family

member, calls within the family in same circle at 50 paise per minute, 25 free local SMS and

one subscription alert service free for 3 months.

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-Bharti Tele-Ventures enters into a three year service agreement with Ericsson

-Bharti Tele-Ventures (BTVL) has signed and received unified access service licence to

provide GSM services in five circles including Uttar Pradesh (East), West Bengal &

Andaman Nicobar, Orissa, Bihar and Jammu & Kashmir. The licence has been granted to

Bharti Cellular Ltd (BCL), the cellular arm and subsidiary of BTVL.

-Airtel announces the signing of the first-ever bilateral roaming agreement between an

Indian mobile service provider and its counterpart in Pakistan. This facility will be available

to pre-paid as well as post-paid customers. AirTel's roaming agreement is with Mobilink, the

only GSM cellular service provider in Pakistan

-Acquires switching systems from Tekelec that will give a technological edge to the

company

-Bharti Tele-Ventures Ltd signed an information technology outsourcing deal with infotech

major IBM, estimated to be in the range of 0-750 million for a ten-year period.

-Jayant Khosla, new chief executive officer, Mumbai

-Signs MoU to join the South East Asia - Middle East - Western Europe 4 (SEA-ME-WE-4)

consortium along with 15 other global telecom operators.

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-Bharti Tele-Ventures has struck a deal with Shyam Telecom to buy out the latter's 67.5 per

cent stake in cellular services company Hexacom for Rs 430 crore.

-Bharti Tele garners 0 m via FCCBs

- Samsung India Electronics Limited has tied up with cellular operator Bharti for bundling its

mobile handsets with a connection.

-The Bharti group finalised a Rs 500-crore deal to share its national long-distance (STD)

network with VSNL in a first-of-its-kind accord between two top telecom service providers

in a bid to optimise capacities in the NLD segment.

- Internet gateway and services provider, Videsh Sanchar Nigam Ltd. (VSNL) has signed a

Right to Use (RoU) agreement to deploy mobile telephony major, Bharti Tele-Ventures'

existing National Long Distance (NLD) backbone.

-Airtel offers talktime transfer service

-Airtel has announced money-back guarantee offer in case of call drop or poor network

experience for its subscribers

-Bharti launches 2-in-1 card

-- Airtel launched two-way international roaming and GPRS for prepaid customers in the

Maharshtra and Goa circles

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-India's leading cellular company Bharti Tele-Ventures has bagged the Asian MobileNews

operator of the year award in India and the subcontinent

-Bharti Tele-Ventures Ltd has awarded a million equipment contract to Swedish telecoms

company Ericsson

-Bharti Televentures announced formation of a new strategic business unit to offer various

telecom and IT services through a single contact

-Bharti Televentures unveiled a mobile portal featuring sports, entertainment and news

among others

-Airtel ties up with Micro Tech to set up 'Mcops' vehicle security system

-Bharti Tele-Venture on July 19 launched ring back tone service which is a personalized

mobile music service where the caller hears songs and other sound clips instead of the

traditional switchboard ring-ring tone

-Airtel, a private telecom services provider, has commissioned its first 24x7 customer service

centre in Andhra Pradesh

-Airtel unveils Rs 199 pre paid card

-AirTel join hands with NMIMS to offer executive MBA programme

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-AirTel introduces new scheme for hearing impaired in Maharashtra &

Goa

-AirTel inks pact with JP Mobile

- Rolls out Enhanced Data Rate for Global Evolution (EDGE) network in Pune on

September 9, 2004, Ties up with Nokia for sale of Nokia 6230, an EDGE-enabled handset.

-AirTel unveils first virtual calling cards in India

-BTVL rolls out EDGE services in Bangalore

-Airtel rolls out Full Talktime Advantage card

-Airtel rolls out wi-fi services in Mumbai

-BTVL launches new 'Airtel Broadband Friendly Offer'

-Airtel launches GPRS services for pre-paid customers

-Airtel partners with ITPO to set up Wi-Fi network in Delhi

-Airtel launches EDGE services and a new pre-paid plan for Chennai

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-Airtel introduces LAS in Karnataka

2005

-Airtel launches video services for its GPRS customers on February

22, 2005

-Airtel unveils new TV ad featuring Sachin, Sharukh

-Bharti Tele-Ventures launches telecom network in Andaman & Nicobar

-BTVL unveil fixed line, broadband services

-Bharti inks 5-m deal with Nokia for rural network expansion

-Bharti Tele Ventures Ltd has announced that Airtel, ICICI Bank & VISA have joined hands

to launch mChq - a revolutionary new service - a credit card on the mobile phone

-Bharti Tele Ventures - Airtel introduces BlackBerry Connect in India

-Bharti Tele Ventures announces agreement with Vodafone

-Airtel unveils 'free flight' offer

-Airtel unveils starter pack

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-Bharti Tele-Ventures launches under sea cable system

2006

-Airtel unveils Re 1 STD plans

-Airtel launches NetXpert.

-Airtel launches Post2Pre recharging service on April 04,2006.

-Airtel sets up customer centre

-Mobile service provider Airtel today announced the launch of `Save My Phone Contact'

service for its pre-paid and post-paid customers in Delhi

-Bharti Tele Ventures bags 'Wireless Service Provider of the Year' & 'Competitive Service

Provider of the Year' awards

-Sunil Mittal bags CEO of the Year award

-Cellebrum join hands with Airtel

-Airtel Mega unveiled in Coimbatore

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-Airtel joins hand with Microsoft

-Bharti Airtel Ltd has informed that Microsoft and the Company announced a strategic

partnership that will offer a range of software and services for small and medium businesses

(SMBs) in India.

-Bharti Airtel Ltd on Nov 8, announced a first-of-its-kind alliance with the Adani Group for

establishing an end-to-end modern telecommunication network infrastructure for the latter's

multi-sector special economic zone (SEZ), located near Mundra Port in Kutch district of

Gujarat.

2007

-Bharti Airtel, telecom major, has come out with a slew of initiatives including buying out

SingTel's 50 per cent stake in joint venture under sea cable company Network i2i for 0

million.

-Bharti Airtel on Feb 11, has been awarded QCI-DL Shah National Award on Economics of

Quality.

-Bharti Airtel Ltd has announced the following changes in the operational leadership

structure and roles in the Company effective April 01, 2007.

-Bharti Airtel Ltd on April 01, 2007, has announced the reduction in International Long

Distance Tariffs (ISD) for all its mobile customers in India.

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-Airtel signs agreement with HTC for touch screen mobile.

2008

- Nokia Siemens Networks on Jan 3 declared that it has been awarded a multi million euro

contract from Bharti Airtel Ltd for deployment of a single interactive voice response (IVR)

platform across 23 circles. The three-year turnkey contract comprises designing, planning,

systems integration and optimisation services to raise overall customer experience. The new

IVR solution will enable Airtel to deliver services such as voice SMS, televoting, call

management services, caller ring back tone and voice portal on a faster time-to-market basis

and, therefore, reduce OPEX costs.

- Bharti Airtel Ltd on February 13, 2008 has announced that it hasachieved the 60 million

customer mark. This landmark has catapulted Bharti Airtel into the club of top mobile

operators in the world in terms of subscriber base. The 60 million customer base covers

mobile as well as fixed line and broadband customers.

- Bharti Airtel tied up with US-based Apple Inc to bring the popular GSM-based iPhone in

the country.

- Bharti Airtel Ltd has forged a technology alliance with Infosys Technologies Ltd to launch

its Direct-to-Home (DTH) television services. Infosys, through its digital convergence

platform, will offer a suite of products including devices, application servers and

interactive applications for Airtel's DTH services.

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2009

- Bharti Airtel HAS signed a five-year managed services deal valued at 0 million with

Alcatel Lucent for its fixed-line and broadband operations.

- Bharti Airtel launched the 'Airtel Advantage' initiative. The initiative is aimed at offering

the added advantage to Airtel customers to be in touch with each other at an affordable rate of

50 paise per minute, be it a national long distance call (STD) or a local call.

- In order to create products and services for the small, medium and large enterprises, Bharti

Airtel and Cisco announced a strategic business alliance. The alliance would combine the

strengths of Airtel's network service and Cisco' Internet Protocol (IP) technologies.

- Bharti Airtel - Airtel and mChek announce milestone of One Million users; introduce a

broad range of new mCommerce services.

2010

- Bharti Airtel submitted its bid for 3G spectrum, the auction for which starts from April 9.

- Bharti Airtel has partnered with US-based software maker VMware Inc. It has done this in

order to focus on the cloud-based managed computer services market.

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- Bharti Airtel, India's No.1 cellular carrier has won broadband spectrum in four circles.

Earlier, Bharti has said that it had tied up the entire financing requirement of .3 bn for the

planned buy, through a series of banks.

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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

1998: satellite phones

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

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

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.

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Wireless by conduction

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

Garden, 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.

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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 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.

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1888 onwards: Radio development begins in earnest

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

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Magnus would crank the dynamo handle of the telephone, which produced a signal to an

operator in the nearest exchange.

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.

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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

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.

- 31 -

3. Support for international roaming.

4. Ability to support handheld terminals.

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

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.

- 32 -

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.

- 33 -

1993

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.

December 1995 - 117 networks were on air in 69 areas.

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.

- 34 -

1996

December 1996 - 120 networks were on air in 84 areas.

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.

- 35 -

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 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.

- 36 -

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.

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:

- 37 -

⇏        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.  

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.

- 38 -

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

1. Easy availability

2. Satisfied customers

3. Competitive advantage

4. Better market reputation

5. Saves time

DISTRIBUTION SYSTEM OF AIRTEL

1. Organisation (C&FA's)

2. Distributor

3. Retailer

4. Customer

- 39 -

- 40 -

ORGANIZATION STRUCTURE

Organisation of AIRTEL provides services through FSO (Full Service Outlets) and

DSA (Direct Sales Agent)

“MANAGEMENT HIERARCHY AT AIRTEL”

- 41 -

THREE TYPES OF SALES:

1. Primary Sales - Organisation to Distribution of Prepaid, Postpaid Cards, Coupons,

easy recharge etc.

2. Secondary Sales - Distributor to Retailers

3. 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)

- 42 -

MOBILE FOOTPRINT

The map below depicts the location of, and provides certain information for, Bharti Tele-

Ventures' existing mobile circles in India:

- 43 -

SOURCE:

(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

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. 

- 44 -

PART-B

- 45 -

- 46 -

INTRODUCTION TO THE TOPIC

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

- 47 -

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.

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-04 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 8 % in net adds over last month.

The number of subscribers moved up from 21.99 Mn at the end of Dec-03 to 23.36 Mn at the

end of Jan-04, a growth of 6.22 %.

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 %

- 48 -

· 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 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

- 49 -

“TRENDS IN MOBILE COMMUNICATIONS”

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 the personal computer and

personal communication devices will be pushed even further.

- 50 -

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 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.

- 51 -

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 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.

- 52 -

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. 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

- 53 -

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.

- 54 -

‘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!

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.

- 55 -

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

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

60 second pulse

Airtel provides you with a 60-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!

- 56 -

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

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

- 57 -

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.

POST-PAID PLAN

Airtel welcomes you to a vibrant world of unlimited opportunities. More

exciting, innovative yet simple new ways to communicate, just when you want to, not

just through words but ideas, emotions and feelings. To give you the unlimited

freedom to reach out to your special people in your special way.

Post paid Plan:

New Airtel 150

- 58 -

- 59 -

ONE TIME CHARGES (Rs.)

Activation Charges 250

Membership Fee 250 (converts into security after 24 months)

Security Deposit NA

MONTHLY CHARGES (FIXED) (Rs.)

Bill Plan Charge 150

MONTHLY CHARGES (OPTIONAL) (Rs.)

CLIP 50

Airtel Other GSM / CDMA (10 Digit)

Landline / WLL

LOCAL RATES (Rs. / Min) 1 1 1

STD RATES (Rs. / Min) 1.5 1.5 1.5

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

40

SMS (Rs.)

Local 1

CDMA 1

National 1.5

International 5

VAS 3.00

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 1

International 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 175

MONTHLY CHARGES (OPTIONAL) (Rs.)

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 1.5

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

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:

Security Deposit- Rs 1500

Monthly Rental- Rs 49

National Roaming Tariffs:

Service categoryLocation

Distance(K

m)Charges(Rs.)

Outgoing

Within the roamed

Circle

M 2 M / PSTN / WLL Any 1.99

- 60 -

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.

- 61 -

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.

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

- 62 -

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

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”

- 63 -

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.

- 64 -

RESEARCH METHODOLOGY

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:

o To study the consumer trends in telecommunication sector.

o To study consumer decision-making & preferences.

o To study marketing strategies adopted by Airtel.

o To study the level of customer satisfaction in Airtel.

o To study the market potential.

o To study customer purchase decision behaviour.

o To understand the needs of different consumer segments.

o 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.

- 65 -

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

DELHI.

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:

1. Primary Data

- 66 -

2. Secondary Data

- 67 -

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:-

1. Observation

2. 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:

1. Internal data

2. 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.

- 68 -

Sources from which the researcher has taken the secondary data are

as under:

1. Direct observation

2. Airtel website

3. Books for marketing management

4. Surveys and customer data & report

5. Airtels customers care office

6. Airtel’s Brouchers

SAMPLE DESIGN

Area of Sample:

The areas covered up in this survey was DELHI

Selection of units under study

Sampling Units from DELHI were suppliers and

Consumer of mobile connection

Source list (Sampling Frame)

SUPPLIERS: 10

CUSTOMERS: 40

Sample size: 50

- 69 -

Sampling Procedure: Probability Sampling (Simple Random Sampling)

- 70 -

OBJECTIVE OF THE STYDY

o To study the consumer trends in telecommunication sector.

o To study consumer decision-making & preferences.

o To study marketing strategies adopted by Airtel.

- 71 -

- 72 -

“DATA ANALYSIS AND INTERPRATION”

(1) Do you have own mobile connection?

A. Yes B. 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

- 73 -

(2) Which kind of phone you would like use?

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

- 74 -

(3) Which age group you belong to?

(a) 15-20

(b) 20-25

(c) 25-35

(d) 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 - 50Age Respondent

15-20 7

20-25 4

25-35 18

35-above 21

- 75 -

(4) What occupation do you have?

(a) Business

(b) Professional

(c) Government Employee

(d) Student

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

Professional 23

Private 16

Retirement 5

Government 6

- 76 -

(5) Which connection would you prefer?

(a) MTNL

(b) Airtel

(c) Orange/ Hutch

(d) BPL

(e) 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: 50Phone Connections RespondentAirtel 20BPL 8MTNL 12OTHERS 10

- 77 -

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

a. Prepaid

b. Post paid

The research 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: 50Connection Respondent

Pre paid 40

Post paid 10

- 78 -

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%

- 79 -

Outlet name Airtel 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%

- 80 -

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%

- 81 -

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 Communications 54% 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%

- 82 -

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%

- 83 -

Amar enterprise

s

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%

- 84 -

SALES OF DIFFERENT RETAILERS

S.No. Transforming Value

Doing (New Sim)570

1. Ginny Telecom 3000/a day 10 / a month

2. Sodhi Selection 3000/a day 7 / a month

3. Krishna Enterprises 3000/a day 2 / a day

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

5. Pastry Palace 500/a day Don't Sell Sim

6. Sutech Photostat 1000/a day Don't Sell Sim

7. Mobile Gallery 2000/a day 12 / a month

8. E-Zone 4000/a day 10 / a month

9. Vikas Teleco 1000/a day 5 / a month

10. Skyline Communication 1000/a day 5/ a month

11. Kohli Associates 5000/a day 12 / a month

12. Amit Cellnet Don't Sell Lapu Don't Sell Sim

13. Sunrise Communication Don't Sell Lapu Don't Sell Sim

14. Gurunanak Telecom 3000/a day 15 / a month

15. Lambawatch Service 5000/a day 4 / a day

16. Shri Balajee Communication 500 / a day 15 / a month

17. Bharija Telecom 1000/a day 4/ a month

18. Chabra Sons 1500 / a day 10 / a month

19. Gupta Telecom 3000/a day 3/a day

20. Goodluck Telecom 3000/a day 5/a day

21. Arora Telecom 5000/a day 2/a day

22. Baboo Music House 4000/a day 1/a day

23. Rincle Electronics 5000/a day 2/a day

24. Honest Telecom 3000/a day 1/a day

25. Prince Communication 2000/a week 2/a day

26. Jyoti Telecom 5000/a week 2/a day

27. Hari Telecom 3000/a day 1/a day

28. Bansal Communication 3000/a day 2/a day

29. Verma Communication 5000/a week 1/a day

30. Sunny Sound 2000/a day 1/a day

31. Diksha Network Don't Sell Lapu Don't Sell Sim

- 85 -

32. Gogia Telecom 7000/a month3/a month

33. Urvashi 3000/a day 2 /a day

34. Sharma Telecom 5000/a day 1/a day

- 86 -

SOME OF THE OUTLETS THAT I HAVE COVERED

S.No. Transforming Value

Doing (New Sim)571

1. Your's Shop 8000 / a week 2 / a week

2. Gaba Communication 6000 / a week 1 / a week

3. Gosain Electronics 20,000 / a week 4 / a week

4. Sant Bakers 10,000 / a week 2 / a week

5. Unique Communication 3000 / a week 1 / a week

6. Sukh Communication 3000 / a week 1 / a week

7. Arora Communication 3000 / a day 2 / a week

8. Balajee Communication 15000 / a week 10 / a week

9. Dase Enterprises 7000 / a week 3 / a week

10. Gift Corner 20000 / a week 5 / a week

11. Deepak Communication 2000 / a week Don't Sell Sim

12. Kalptaru Communication 3000 / a week 4 / a week

13. JMD Communication 3000 / a day 3 / a week

14. Hello Point 5000 / a week 2 / a week

15. Grover Communication 5000 / a week 1 / a week

16. Electronics Ways 20,000 / a week 15 / a week

17. Com-Com 15,000 / a week 7 / a week

18. Melhotra Telecom 35,000 / a week 7 / a week

19. Grover Car Don't Sell Lapu Don't Sell Sim

20. Puneet Communication 4000 / a week Don't Sell Sim

21. Digital Age 3000 / a day 2 / a week

22. Bhawna Communication 3000 / a week 1 / a week

23. Anand Communication 3000 / a week 1 / a week

24. Vicky Communication 2000 / a day 1 / a week

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

26. Raju Telecom 6000 / a week 3 / a week

27. Noble Communication 9000 / a week 6 / a week

28. Sun Communication 5000 / a week 1 / a week

29. Tele Voice 3000 / a week 2 / a week

30. Asian Electronics 5000 / a week 4 / a week

31. Fine Computers 5000 / a week 1 / a week

- 87 -

32. Kundan Property Don't Sell LapuDon't Sell Sim

33. Air Communication 5000 / a week 2 / a week

34. Melody 7000 / a week 2 / a week

35. Style Communication 5000 / a week 2 / a month

36. Apna Store Don't Sell Lapu Don't Sell Sim

37. Jaishree harmilap 2000 / a week 2 / a month

38. Monu Studio 5000 / a week 1 / a week

39. Crazy Communication 2000 / a week 2 / a day

40. Chawla Telecom 3000 / a week 1 / a month

41. Bhola Telecom Don't Sell Lapu Don't Sell Sim

42. Broadway Music 5000 / a month 1 / a month

43. Cellular Hut Don't Sell Lapu 4 / a month

44. Feeling Gift Point Don't Sell Lapu Don't Sell Sim

45. Jai Ambe Fancy Store Don't Sell Lapu Don't Sell Sim

46. Kiran STD Don't Sell Lapu Don't Sell Sim

47. Kundan Properties Don't Sell Lapu Don't Sell Sim

48. Ambika Telecom 2000 / a week 1 / Month

49. Manpreet Communication Don't Sell Lapu Don't Sell Sim

50. Naveen Corner Don't Sell Lapu Don't Sell Sim

51. Neha Enterprises 2000 / a week 1 / a month

52. Royal Amar Watch 2000 / a week 1 / a month

- 88 -

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.

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) Hutch, Idea, Dolphin and Trump.

- 89 -

FINDINGS

Airtel FSO

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.

- 90 -

INTERACTING WITH THE CUSTOMER'S

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

- 91 -

Mobile problems

Queries regarding broadband, GPRS

Queries regarding Land line phone

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.

- 92 -

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.

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.

- 93 -

“CONCLUSION”

“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.

- 94 -

LIMITATIONS OF THE STUDY

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

- 95 -

RECOMMENDATION

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

1. Awareness level.

2. 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 DELHI.

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

- 96 -

(a) As the company have captured the western market they should retain the

customers

(b) Try to capture the nearest other markets nearby

(c) Occasional offers

(d) Proper billings to the post paid users

(e) Proper response to the customers on the helpline no. Or toll free nos.

(f) Roaming deposits should be reduced

FURTHER RECOMANDATION

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.

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.

Every executives should know his responsibility and work.

- 97 -

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.

- 98 -

BIBLIOGRAPHY

BOOKS Marketing Management by Philip Kotler 9th Edition

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

Principle & 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

- 99 -

QUESTIONNARIE

1. Do you have own mobile connection?

A. Yes

B. No.

2. Which kind of phone you would like use?

A. LANDLINE

B. MOBILE

C. WL

3. Which age group you belong to?

15-20

20-25

25-35

35- above

4. What occupation do you have?

(a) Business

(b) Professional

(c) Government Employee

(d) Student

- 100 -

5. Which connection would you prefer?

MTNL

Airtel

Orange/ Hutch

BPL

Reliance

- 101 -