PRACTICAL TRAINING REPORT

On Customer Satisfaction of Bharti Airtel

SUBMITTED BY

NAME : Ankit khatri
College Roll No. : 13mpbxx600
Class & Branch : MBA 3
rd
sem Finance
Session : 2013-15
Training period : 26-05-2014 TO 09-07-2014

SUBMITTED TO

Professor & Head,
Department of training & placement
PACIFIC BUSINESS SCHOOL, UDAIPUR


PREFACE
For a management student theoretical
knowledge as well as practical orientation exposes oneself to experiences, one can
again be mastering it is best possible time. RTU curriculum has been fine tuned in
such a way that students not apply the theoretical knowledge but also gain it in a
practical sense.
Thus objectives can be attained through application of theory tools concepts and
techniques of Management.
Balanced theoretical and practical knowledge are essential for every student and
RTU curriculum is conceived in such a way so as to facilitate practical purpose.
During this project report I have tried my best to gain some valuable knowledge &
experience & also tried to give some valuable suggestion to the organization.












ACKNOWLEDGEMENT

I would like to express my sincere gratitude to all those who have been instrumental in
presentation of this project report.
No work can be accomplished alone. It needs of various people to give a final stage.
I would to thank Dr. HIMANSHU MEHTA (DIRECTOR), MBA for his kind support.
I would like to thank Mr. Kuldeep Dhing Airtel(RAJASTHAN), for providing
me an opportunity to do a project in spite of his busy schedule, helped and guided me for
the completion of this project.
I am indebted to my project guide, MR. DHARMESH MOTWANI who has guided me
for the successful completion of the project.
Last but not the least; I would like to thank other Distinguished Faculties and Friends
for their support that has largely contributed to the successful completion of the project.


Place: Udaipur Ankit khatri
Date:






EXECUTIVE SUMMARY

In Todays rapidly changing business environment, organizations have to respond
quickly to requirements of people. Many private players have entered the economy
and have been witnessing growth which has been manifold for last few years,
thereby increasing level of competition. The competitiveness of an organization is
measured through the quality of products and services offered to the consumers as
a result of the genius brains working behind them.
Human Resource in this regard has become an important function in any
organization. All practices of marketing and finance can be easily emulated but the
capability, the skill and talent of the person cannot be emulated. In todays
corporate and competitive world, it is mandatory to have highly efficient and
effective workforce in the organization, so the same is possible, if we adopt and
implement the most effective and latest methods of Training and Development
while preparing the workforce for the organization. Keeping the above fact in
mind, the present report is prepared to give a deep insight to the present situation
of Training and Development.
The main purpose behind choosing this topic is that training and development
serves as the base for the progress of any organization. Executive are the most
valuable assets of an organization Therefore every organization must improve the
quality of its managers through the process of training and development.
CONTENT



S. No. PARTICULAR
1. Chapter 1
Introduction

2. Company Profile
3. Chapter 2
Object

4. Data Source
5. Chapter 3
Research Methodology

6. Chapter 4
Conclusion

7. Recommendations
8. Bibliography

CHAPTER 1
Introduction
Bharti Tele-Ventures is one of India's leading private sector providers of
telecommunications services based on an aggregate of 28,692627 customers as on
September 30, 2006, consisting of 27,061,349 GSM mobile and 1,631,278
broadband & telephone customers The businesses at Bharti Tele-Ventures have
been structured into three individual strategic units (SBUs)
1) Mobile services
2) Broadband and telephone services (B&T)
3) Enterprise services
The Mobile services group provides GSM mobile services across India in 23
telecom circles, while B&T business group provides broadband & telephone
services in 94 cities. The Enterprise Services group has two sub-units carriers
(long distance services) and services top corporate.
All these services are provided under the Airtel brand.
Bharti provides a range of telecom services, which include Cellular, Basic, Internet
and recently introduced National Long Distance. Bharti is the leading cellular
service provider, with a footprint in 16 states covering all four metros. It has over
12 million satisfied customers Bharti Enterprises has successfully focused its
strategy on telecom while straddling diverse fields of business. From the creation
of 'Airtel', one of India's finest brands, to becoming the largest manufacturer and
exporter of world class telecom terminals under its 'Beetel' brand, Bharti has
created a significant position for itself in the global telecommunications sector.
Bharti Tele-Ventures is today acknowledged as one of India's finest companies,
and its flagship brand 'Airtel', has over 12 million customers across the length and
breadth of India. While a joint venture with TeleTech Inc., USA marked Bhartis
successful foray into the Customer Management Services business, Bharti
Enterprises dynamic diversification has continued with the company venturing
into telecom software development. Recently, Bharti has successfully launched an
international venture with EL Rothschild Group owned ELRO Holdings India Ltd.,
to export fresh Agri products exclusively to markets in Europe and USA.
"What other operators have achieved in one to two years, Bharti has done in just
over a month. In July 2002, one out of every two people buying a mobile across
India chose AirTel. We are truly proud to be spearheading the mobile revolution in
the country."

BY 2010 AIRTEL WILL BE THE MOST ADMIRED BRAND IN INDIA:
LOVED BY MORE CUSTOMERS.
TARGETED BY TOP TALENT
BENCHMARKED BY MORE BUSINESS.




Airtel Company Profile

Airtel comes to you from Bharti Tele-Ventures Limited - a part of the biggest
private integrated telecom conglomerate, Bharti Enterprises. A consortium of
giants in the telecommunication business. In its six years of pursuit of greater
customer satisfaction, AirTel has redefined the business through marketing
innovations, continuous technological up gradation of the network, introduction of
new generation value added services and the highest standard of customer care.
Bharti is the leading cellular service provider, with an all India footprint covering
all 23 telecom circles of the country. It has over 12 million satisfied customers.
Cellular telephone was introduced in India during the early 1990s. At that time,
there were only two major private players, Bharti (Airtel) and Essar (Essar) and
both these companies offered only post-paid services. Initially, the cellular
services market registered limited growth.
Moreover, these services were mostly restricted to the metros. Other factors such
as lack of awareness among people, lack of infrastructural facilities, low standard
of living, and government regulations were also responsible for the slow growth of
cellular phone services in India.
Although the cellular services market in India grew during the late 1990s (as the
number of players increased and tariffs and handset prices came down
significantly) the growth was rather marginal. Following this realization, the major
cellular service providers in India, launched pre-paid cellular services in the late
1990s. The main purpose of these services was to target customers from all
sections of society (unlike post-paid services, which were targeted only at the
premium segment).

Bhartis Mission
To be globally admired for telecom services that delight customers.
We will meet global standards for telecom services that delight customers through:
Customer Service Focus
Empowered Employees
Cost Efficiency
Unified Messaging Solutions
Innovative products and services
Error- free service delivery
Board of Directors
The Board of Directors of the Company has an optimum mix of Executive and
Non-Executive Directors, which consists of three Executive and fifteen Non-
Executive Directors.
The Chairman and Managing Director, Mr. Sunil Bharti Mittal, is an
Executive Director and the number of Independent Directors on the Board is 50%
of the total Board strength. The independence of a Director is determined on the
basis that such director does not have any material pecuniary relationship with the
Company, its promoters or its management, which may affect the independence of
the judgment of a Director.
The Board members possess requisite skills, experience and expertise required to
take decisions, which are in the best interest of the Company.
The composition of the Board is as under:
1. Sunil Bharti Mittal
2. Rajan Bharti Mittal
3. Akhil Gupta
4. Rakesh Bharti Mittal
5. Chua Sock Koong
6. N. Kumar
7. Kurt Hellstorm
8. Donald Cameron
9. Paul OSullivan
10. Professor V.S. Raju
11. Pulak Chandan Prasad
12. Bashir Abdullah Currimjee
13. Gavin Darby
14. Syeda Imam
15. Ajay Lal
16. York Chye Chang
17. Paul Donovan
18. Arun Bharat Ram

ACHIEVEMENTS

First to launch Cellular service on November 1995.
First to introduce push button phone in India.
BHARTI announces agreement with VODAFONE marking the entry of the
World's Largest Telecom Operator into India.
Bharti Enterprises and AXA Asia Pacific Holdings Limited announce.
Partnership for a life insurance joint venture in India.
16 states, 600 million people. Only India's leading mobile service offers you
the truly 'freedom-packed' Prepaid.
It is also the first company to export its products to the USA.

Telecom Operator into India

Bharti Enterprises, SingTel and Vodafone to take Bharti Tele-Ventures Ltd.
to unassailable leadership position in India.
The largest single foreign investment ever in the history of India
The largest investment in the Indian telecom sector
Bharti establishes its supremacy in the Indian telecom market, having
attracted Asias best SingTel, and now worlds best Vodafone.
Bharti set to gain global leadership in the telecom sector


Awards for the year 2006-2007


BHARTI AIRTEL DRAWS TOP HONORS AT THE MIS ASIA IT
EXCELLENCE AWARDS 2006.
BHARTI AIRTEL AMONG THE TOP 10 BEST PERFORMING
COMPANIES IN THE WORLD ACCORDING TO BUSINESSWEEK IT
100 LIST.
BHARTI TELE-VENTURES IS THE BEST INDIAN CARRIER AT
THE TELECOM ASIA AWARDS 2006.


AirTel: Appropriating the value of 'expression'

Over the last couple of years, the market has grown considerably, with deeper
penetration and wider usage of voice and data services, accompanied by much
higher competitive intensity," Atul Bindal, chief marketing officer,
Bharti Tele Ventures expands on this. "In this context, differentiating merely on
network, coverage and SMS is just not enough.. Expressing and communicating
are perhaps two of the most basic emotions
For AirTel, the challenge also lay in presenting a unified 'face' to the consumer.
This assumes significance when viewed in the light of the company's pre- and post-
paid communication, which, in the past, had been treated very differently."'Express
yourself' enables the brand to unify and connect across the entire base of our
existing and prospective customers."
In October 2002, Magic led the market, with 30% of the market share. Bharti
claimed that its strategies were one of the most ambitious experiments ever in the
Indian pre-paid cellular telephony market.

AIRTEL BROADBAND

Bharti Televentures is the fixed line operator business of Airtel. In the recent
branding exercise, all the services have been offered under the Airtel brand. Data is
the next driver for growth.
Add to the lousy customer care that Airtel is slowly perfecting, it is staffed with
people who usually land up in their jobs with little idea of their job profile. The so-
called Tech engineers have often been unable to help a customer who is facing
issues with the connectivity. I have read first person accounts for the same.

AIRTELs ENTERPRISE SERVICES

The company is a part of Bharti Enterprises, and is India's leading provider of
telecommunications services. The mobile services group provides GSM mobile
services across India in 23 telecom circles, while the B&T business group provides
broadband & telephone services in 90 cities. The Enterprise services group has two
sub-units - carriers (long distance services) and services to corporates. All these
services are provided under the Airtel brand.
Our Services:
1. Voice Services
2. Mobile Services
3. Satellite Services
4. Managed Data and Internet Services
5. Managed e-Data Services

AirTel launches VQE (Voice Quality Enhancer) for the first time in
Kolkata
Introducing VQE (Voice Quality Enhancer) for the first time in Kolkata. VQE is a
revolutionary new system that spectrally reduces background noise. It eliminates
acoustic echo, adjusts speech levels in both directions and does away with low or
distorted speech so that every word of yours can be heard clearly, wherever you
may be speaking from.
The VQE technology has been sourced from Tellabs of USA, world leaders in
Voice Quality technology. Some of the prominent GSM operators using Tellabs
solution in the world are SingTel, Bell South, Telstra, BT Cell etc. The Tellabs
3000 series of voice-quality enhancement echo technology also eliminates the
complexity of acoustic echo generated by digital mobiles and hands free kits.
So go ahead. Express yourself and feel the difference on Kolkata's only
Non-Stop 2.5G Network.

AIRTEL NEWS

Bharti Airtel inks USD 400 million network expansion contract with
NOKIA.
Bharti Airtel limited: Q2 cash profit exceeds Rs. 1,600 crores, PBT crosses
Rs. 1,000 crores.
Bharti Airtel is amongst Indias Most Admired Knowledge enterprises in
2006.
Sunil Bharti Mittal receives The Honorary Fellowship from IETE.
Bharti Airtel to Observe Silent period from October 1, 2006.

PROMOTIONAL STRATEGY

After the liberalization of the Indian Telecom Sector in 1994, the Indian cellular
market witnessed a surge in cellular services. By 2005, there were a total of 12
players in the market with the five major players being Bharti Tele-Ventures
Limited (Bharti), Bharat Sanchar Nigam Limited (BSNL), Hutchinson-Essar
limited (Hutch), Idea Cellular limited (Idea) and Reliance India Mobile (RIM)
(Refer Exhibit I).
All the players except RIM offered services based on the Global System for
Mobile (GSM) technology. RIM provided services based on Code Division
Multiple Access (CDMA) technology as well as GSM.
As competition in the telecom arena intensified, service providers took new
initiatives to woo customers. Prominent among these were - celebrity
endorsements, loyalty rewards, discount coupons, business solutions and talk time
schemes. The most important consumer segments in the cellular industry were the
youth segment and the business class segment.



RAHMAN TUNE CROSSES AIRTELS EXCLUSIVITY BARRIER
October 04, 2002
Cellular service provider AirTel seems to have hit the right note with its new
commercial starring musician A R Rahman. The commercial which is currently on
air has a beat which also doubles up as a ringtone which is ostensibly available
only to AirTel users
It gives the user a chance to go back to the AirTel product and acts as a strong
reminder medium, he explains. Marketing professionals like Samsika Marketing
Consultants managing director Jagdeep Kapoor point to the usage of an audio
celebrity as something that is significant. While Mr Pota highlights the fact that
the usage of the tune by other operators means free advertising for AirTel and
the users having a positive disposition towards the product, the nature of reaction
from competition remains unclear.








TENDULKAR & SHAHRUKH
Both Tendulkar and King Khan already share the frame for soft drinks major
PepsiCo India. Tendulkar is not the first cricketer to endorse Bhartis Airtel brand.
Indian captain Saurav Ganguly had done so when Airtel launched its service in the
eastern metropolis of Kolkata in 2001.
Though company executives were mum on the value of the Tendulkar deal, those
in the advertising fraternity peg the signing rate for the three-year deal anywhere
between Rs 8 crore and Rs 10 crore.
Both Sachin and Shah Rukh are two of the most sought after celeb endorsers in the
country, with the former edging out the latter in the celeb endorsement race. The
Master Blasters portfolio includes brands like Colgate Pamolive, ESPN-STAR
Sports, Pepsi, MRF, Boost, TVS, Palio, Visa, Adiddas and Britannia. The leading
brands endorsed by Khan include Hyundai, Pepsi, Airtel, Tag Huer, Clinic All
Clear, Bagpiper and Videocon, among others. According to company executives,
the idea of roping in Tendulkar is in line with the groups strategy to connect to the
mass market through celeb endorsers from movies, cricket and music. For mass
connect, Shah Rukh and Sachin are the best bet as brand endorsers, says a senior
company executive. Bharti plans to launch a multimedia campaign targetting its
service at the mass market.


CHAPTER 2
DATA SOURCE
OBJECTIVE
The objective of my project report is to study the advertising strategy of AIRTEL
Cellular service and its effect on mobile users existing and who are going to use
mobile service in future. In other words, my aim is to study the Advertising
Effectiveness of AIRTEL Cellular service.
DATA SOURCES
Data is collected from both the Primary sources i.e. questionnaire and also from
Secondary sources.
Primary sources:
The primary source of data collection is through questionnaire. The questionnaires
are distributed among 35 peoples and their view is recorded and used in analyzing
the data
Secondary sources:
The secondary sources include online sites, newspapers and templates from
AIRTEL distributions centers and AIRTEL Customer Care.


CHAPTER - 3
Research Methodology
1. People know about AIRTEL cellular service through
25 % Friends 70% Advertisements 5% Other Sources
2. Feature of AIRTEL forced people to use AIRTEL is
Advertisements : 35%
Connectivity : 20%
Schemes : 10%
Goodwill : 35%
3. Peoples first choice of cellular service when they want to use mobile phone
AIRTEL : 45% HUTCH : 30%
IDEA : 8% RELIANCE : 10%
TATA INDICOM : 5% OTHERS : 2%

4. Feature of AIRTEL is better than the peoples previous cellular service.
Advertisements : 25%
Connectivity : 60%
Schemes : 15%
5. AIRTEL users in peoples phone book
Less than 30% : 15%
30% - 70% : 25%
More than 70% : 60%
6. Type of advertisement mostly like by people in AIRTEL is
Audio Visual : 85%
Print : 2%
Audio : 13%
7. Celebrity liked by people very much in AIRTEL
Sachin : 55%
Shahrukh : 38%
Kareena : 2%
A. R. Rehman : 5%
8.People take benefits of schemes offered by AIRTEL
YES : 85%
NO : 13%
CANT SAY : 2%
9. People like most in AIRTEL is
NOKIA + AIRTEL : 86%
AIRTEL MAGIC : 5%
Postpaid services : 8%
AIRTEL Broadband : 1%
10. Service liked by people most in AIRTEL is
AIRTEL missed you service : 63%
Ring tones : 15%
Hello tunes : 22%
11. People participate contest offered by AIRTEL like BID TO WIN, LIL
CHAMPS
YES : 72%
NO : 28%
11. Type of recharge cards liked by people
More talk time : 23%
More validity : 15%
Both : 62%
12. AIRTEL is #1 in India
Yes : 95%
CHAPTER 4
CONCLUSION
The conclusion of my study is that AIRTELs Advertising has a major impact its
users. People like its schemes very much .AIRTEL had created a very good image
on the mind of the new users of cellular service. AIRTEL has adopted a very good
strategy by providing a new connection with NOKIA who is market leader in
mobile set, many new users buy Nokia sets and they get a free connection of
AIRTEL. AIRTEL is successful in capturing the highest market share by adopting
Celebrity Endorsement Strategy. A.R. Rehmaans tune for AIRTEL worked as free
advertising for AIRTEL as another service user uses it too. Other celebrities like
Shahrukh Khan (bollywood) and Sachin Tendulkar (Cricket) has also contributed
very much in AIRTEL.
RECOMMENDATIONS
By virtue of its connectivity and advertising strategy AIRTEL is successful in
grabbing the highest market share in India, but there are still some
recommendations from my study point of view is that AIRTEL needs to make its
network service more stronger than other service providers to dominate the market
in future too.
AIRTEL should introduce cheaper recharge cards than the other because its
competitor HUTCH had introduced it.
AIRTEL should sign more celebrities from cricket and bollywood.

BIBLIOGRAPHY

ON-LINE WEBSITE :
.WWW.GOOGLE.CO.IN
WWW.AIRTEL.COM
NEWSPAPERS:
Times of India (15 Oct 2006- 2 Nov 2006)
BOOKS:
Marketing Management, Dr. S.L. Varshney and Dr. R.L. Gupta, Third
Revised Edition, Sultan Chand and Sons.