airtel-bba-mba project report

8/4/2019 AIRTEL-BBA-MBA project report

http://slidepdf.com/reader/full/airtel-bba-mba-project-report 1/83

1



Contents

Sr. Particulars Page No.

1. General Information 06

2. Marketing Department 16

3. Personnel Department 43

4. Finance Department 57

5. SWOT Analysis 69

6. Conclusion 70

7. Suggestions 71

8. Bibliography 72

2



3



About Bharti Televentures

Bharti Tele-Ventures is India's leading

private sector provider of telecommunications services based on anaggregate of approximately 1,932,000customers comprising of mobile, fixed-lineand Internet customers, as of June 30, 2002.Of these, 1,607,000 are mobile customers.

The company also provides VSAT, Internetand broadband network solutions. In addition,

it offers national long distance services byproviding data transmission services andvoice transmission services.

Bharti Tele-Ventures plans to widen its rangeof telecommunication services by providinginternational bandwidth access andinternational voice services. The company

seeks to capitalize on the growthopportunities that it believes are available inthe Indian telecommunications market andconsolidate its position to be an integratedtelecommunications service provider in keymarkets in India, with a focus on providingmobile services.

Bharti Tele-Ventures is a holdingcompany and its operations are segmentedinto four divisions, operated by wholly ownedsubsidiaries: Mobile - Bharti Cellular, Access -Bharti Telenet, Long Distance - Bharti

Telesonic, Broadband Solutions - BhartiBroadband Networks.

4



The Company today offers mobileservices in Fifteen out of 22 circles in India.As of June 30, 2002, approximately 93% of India's total number of mobile subscribersresided in BTVL's existing and proposedmobile circles, according to COAI reports.

Bharti Tele-Ventures was the first privatesector operator to provide fixed-line servicesin India when it commenced providing

services in the Madhya Pradesh & Chattisgarhcircle in June 1998. BTVL recently launchedits fixed-line services in the license areas of Haryana, Delhi, Tamil Nadu and Karnatakaand thus became the first private sectorservice provider to provide fixed-line servicesin all its remaining licensed areas.

Bharti Tele-Ventures has always believedin creating strong partnerships with its jointventure partners. Today, Singtel and Warburg Pincus are its leading partners. Theother partners include leading internationalfinancial investors such as InternationalFinance Corporation, Asian Infrastructure

Fund Group and New York Life Insurance.

5



6



About Airtel

Airtel ……….. A vibrant new World of unlimited opportunities, where "Air'symbolized a word of unlimited freedom tothink …………. to dream & to achieve, where"Tel' connotes new innovative yet simpleways to communicate spontaneously, not justthrough words but through ideas, emotionsand feelings. Together they represent a

sensitive contemporary confident symbol forthose who believe in true leadership.

Airtel comes to you from Bharti CellularLimited - a part of the biggest privateintegrated telecom conglomerate, BhartiEnterprises.

Bharti Enterprises has been at theforefront of technology and hasrevolutionized telecommunications with itsworld-class products and services.Established in 1976, Bharti has been a

pioneering force in the telecom sector withmany firsts and innovations to its credit.Bharti has many joint ventures with worldleaders like Singtel (Singapore Telecom); Warburg Pincus, USA; Telia, Sweden; Asianinfrastructure find, Mauritius; InternationalFinance Corporation, USA and New York LifeInternational, USA.

7



Bharti provides a range of telecomservices, which include Cellular, Basic,Internet and recently introduced NationalLong Distance. Bharti also manufactures andexports telephone terminals and cordlessphones. Apart from being the largestmanufacturer of telephone instruments inIndia, it is also the first company to export itsproducts to the USA.

Bharti is the leading cellular serviceprovider, with a footprint in 15 statescovering all four metros. It has over onemillion satisfied customers.

Awards

Consecutively for four years 1997, 1998,1999 and 2000, Airtel has been voted as theBest Cellular Service in the country and wonthe coveted Techies award.

The Asia Pacific Award for the MostInnovative HR practices-2000 The GoldenPeacock National Training Award forexcellence in Training practices-2000 TheGolden Peacock National Quality Award-2001.

Vision

"To make mobile communications a wayof life and be the customers' first choice."

Mission

We will meet the mobile communicationneeds of our customers through:

8



• Error- free service delivery• Innovative products and services• Cost efficiency• Unified Messaging Solutions

Launching of Airtel inGujarat

Ahmedabad, August 5, 2002: BhartiCellular Limited, a subsidiary of Bharti Tele-Ventures, India's leading telecomconglomerate, today announced the launch of Airtel mobile services in Gujarat.

Speaking on the occasion Mr Sunil BhartiMittal, Chairman and Group ManagingDirector, Bharti Enterprises said "It is myproud privi lege to bring Airtel to Gujarat.

Today we bring to Gujarat a world-classnetwork and a slew of unique benefits for thefirst time in India that only a true pan-Indiamobile player can offer."

Mr Sanjay Kapoor, Executive Director,

Bharti Cellular Limited said, "Airtel's entry inGujarat is a defining event which brings toour customers a bouquet of unique benefits.We are sure our service offerings will furtherstimulate growth and enhance the qualitystandards of mobile services in Gujarat."

9



Airtel To RevolutionizeThe Mobile Category

Mr Prabhat Pani, Chief Executive Officer -Gujarat, Bharti Cellular Limited, said, "Airtelis set to redefine the existing benchmarks of the mobile category in Gujarat. We will bring

to Gujarat customers the same unmatchednetwork quality and outstanding value thathas made Airtel the preferred choice of lakhsof customers across the country."

10



11



Bharti Launches AirtelIndia's Most Advanced

Mobile Service

Introduces in Gujarat a slew of never-before

Benefits for the first time leveraging

Bharti's pan-India footprint

•Launches first 1800 MHz GSM mobileservice in Gujarat

•Launches 30-Second Pulse

• Introduces never-before benefits forthe first time in India that leverageBharti's national footprint

- No Roaming charges on Airtel networksacross the country

- Incoming calls free from any mobile acrossIndia for a fixed monthly rental

- Free Airtime on 1 international, 1 nationaland 1 local number without any monthlycharges

•Creates Outstanding Value forCustomers

- Innovative Tariff Plan, Airtel Dream-The

more you talk, the less you pay

12



14



Privacy Policy

Airtel values the privacy of informationpertaining to its associates. We do not use ordisclose information about your individualvisits to our portal or information that youmay give us, such as your name, address,email address or telephone number, to anyoutside sources.

We wil l not use information about youwithout your permission and will provide themeans for you to manage and control theinformation that you have provided. We willenable you to communicate your privacyconcerns to us and that we will respond tothem appropriately. We do not disclose any

personal information to advertisers and forother marketing and promotional purposesthat could be used to personally identify you,such as your password, credit card numberand bank account number. The credit cardtransaction information is protected by theindustry standard Secure Socket Layer (SSL).

15



16



Service Marketing Mix

The difference between marketing goods

and marketing services becomes morenoticeable at the tactical level. This occursprimarily because as marketing movestowards tactical level. This occurs primarilybecause as marketing moves towards tacticalissues then it also moves closer to, and, mustbe more tailored to the distinguishingfeatures of specific products and markets. In

the context of the marketing mix, thissuggests that in the case of services, thecomposition of that mix and the managementof its elements can be quite distinctive.

Thus, we find that the applicability of thetraditional 4 P's in the case of servicemarketing has been extensively questioned.

The service marketing mix should includea fifth "P' namely "people' to acknowledgethe important role played by individuals inthe provision of services. This additionalelement incorporates not just personnelinvolved in direct communication withcustomers; it also includes operationalpersonnel and the customer group.

Therefore, the five P's of servicemarketing mix are "Product, Price, Promotion,Place & People'.

17



Product V/s. ServiceMarketing

In manufacturing, the marketing functionplays an important role in the identificationof customers need. Here customer needs areidentified and product development before

the production. Production precedes demandstimulation, which precedes consumption. The postproduction refer include creatingbrand awareness, including brand trial,demonstrating brand benefits and buildingbrand preference. Customers assess thebrands promised benefits duringconsumption, strengthening or weakening

brand preference accordingly.

18



19



Nature & Role of Service Marketing

Although both services marketing andgoods marketing start with the critical needidentification and product design functions,goods generally are produced before it is soldand services generally are sold before it isproduced. Moreover, service marketing hasmore limited influence on customers before

the purchase than goods marketing.

Normally, the customers must experiencethe intangible service to really know it.Intangibility makes more difficult forcustomers to imagine and desire than goods.Customer's perception of risk tends to behigh for services because services cannot be

touched, smelled, tasted or tr ied beforepurchase.

20



Views on Yesterday &

Today's MarketingTraditional Views

Definitions

"Marketing comprises both buying andselling activities."

Pyle.

"It is an economic process by means of which goods and services are exchangedand their values determined in terms of money price."

Edward David.

We can conclude that:(1) The traditional concept lays emphasis on

the production or sale and purchase of goods and services.

(2) Almost all the authorit ies belonging tothe group have neglected a keyingredient like after sales service.

(3) The traditional thoughts are "Product-

Oriented"(4) None of the traditional experts have

given any importance to the socialresponsibility or accounting.

(5) They have confined the functional areasof marketing only to the limit of transferof goods and services or exchange of ownership.

21



22



Modern Views

Definitions

"Marketing is the creation and delivery of a standard of living."

Malcom Mcnair & Paul

"Marketing is the process of discoveringand translating consumer needs andwants into product and services

specification, creating demand for theproduct and services and then in turnexpanding their demand."

Hansen

We conclude that:(1) Marketing is a means to make profitable

sale.

(2) It is medium to satisfy consumer needs.(3) It is a chain of processes backed by

creative thinking.(4) Everything the business does is

marketing.(5) Marketing is the creation and delivery of

standard of living.(6) Marketing is a response to consumer

demand.(7) Marketing is a set of human activities.

23



24



Marketing

Personnel

Finance

Promotion

Marketing Yesterday &Today in Chart Form

Marketing as an equal function

Marketing as an important function

25

Personnel Finance

Marketing

Promotion



Marketing as a major function

Customer as the controlling function &marketing as the intelligence function

26

Personnel Finance

Marketing

Promotion

Personnel Finance

Marketing

Cu

Customer



Customer as a controlling function

27

Personnel

Finance

Customer

Marketing

Promotion



Change in Philosophy Of

Marketing

Particulars

OldPhilosoph

y

NewPhilosoph

y

StrategicPhilosophy

Era Pre 19601960 -1990

Post 1990

Focus Product CustomerWay of doing

business

MeanHard

Selling

IntegratedMarketing

Mix

Knowledgeand

Experience

Ends Profits ValueMutually

beneficial

relationships

Marketing Selling

Recognized as an

importantfunction

Everything

28



Airtel's Most AdvancedNetwork

Airtel, which will be operating on 1800 MHz withover 220 cell sites, will bring to Gujarat anunmatched network quality. The network is ridingon the state-of-the-art Mobile SwitchingCentre from Siemens and Radio network from

Motorola, and an Intelligent Network platformfrom Siemens. The Mobile Switching Centre has asuperior processor to handle calls, reduce networkcongestion, enable better call completion rate andincrease efficiency.

The network is equipped with "Enhanced Full

Rate" capabilities to provide distinctively superiorvoice quality to all its customers.

Airtel’s Intelligent Network will bring to Gujarat asuperior Pre-paid product along with a host of value-added services.

30-Second Pulse

Based on strong customer feedback, Airtellaunches with a 30-second pulse in Gujarat. Thiswill ensure that the customer does not get billedfor 60 seconds when his call is less than or equal to30 seconds. Whatever be the call length,

customers are assured of significant savings.

29



Introduces never-before benefits for the first

time in India that leverage Bharti’s nationalfootprint

Customers can now carry their Gujarat rate planand roam without paying roaming charges onall Airtel networks across the country (thestandard STD charges would continue to beapplicable). This service will be available in all

Airtel networks except Chennai, Kolkata, AndhraPradesh and Karnataka where it will be rolled outshortly.

Airtel now makes all incoming calls from anymobile across the country absolutely free forone month and thereafter for a fixed monthly

rental (provided customers are on their homenetwork in Gujarat when they receive them).

Airtel makes keeping in touch with friends andfamily effortless by giving free airtime on alloutgoing calls on 1 international, 1 national &1 local number of choice without any monthly

charge (only PSTN / STD / ISD charges would beapplicable).

30



Launches Airtel Magic - India’s largestselling Prepaid card

Simple, convenient and affordable way to gomobile

•Offers potential customers a low-cost entry tothe mobile category. Every card comes with anintroductory offer of free talk time and gettingback their activation charge over a period of 6months.

•Introduces a simple tariff plan with samerates for incoming and outgoing calls•Launches for the first time reduced rates atnight.

30-Second Pulse

•Airtel ensures that the customer does not getbilled for 60 seconds when his call is less than

or equal to 30 seconds. Considering almost 50%of all calls are under 30-seconds, customers canlook forward to significant savings.

Airtel Magic introduces for the first time inIndia "Full Roaming"(two-way) on Pre-paidcards across Western India (Gujarat,Maharashtra, Goa, Mumbai, Madhya Pradesh

and Chattisgarh)•Not just receive from, but also make calls to

anywhere in Western India• Recharge from anywhere in Western India

(Gujarat, Maharashtra, Goa, Mumbai, MadhyaPradesh and Chattisgarh)

• Send and receive SMS.

31



Balance on screen and Instant recharge•Instant balance enquiry facility by simply dialing

*123# from handset, enabling user to controlexpenditure.• Recharge instantly by dialing *101 * recharge

code# directly from the handset without anyIVR / customer care intervention, enablinginstant recharge, 24 hours a day.

• Other recharge option – IVR based

Wide range of Value AddedServices

Apart from this, offers a host of services inaddition to its inherent benefits of no rentals,no security deposits and STD & ISD facility

•Access to Shopping Junction (Dial 600) and

Info Junction (Dial 601)•Free SMS for three months•Introduces Voice Mail Service, free for three

months.

Airtel Magic Brand Ambassadors

•Shahrukh Khan and Kareena Kapoor will be thevoice and face of "Airtel Magic". Kareena brings

in fresh, youthful energy while Shahrukh bringsleadership and experience. Together theypromise to mirror the energy, optimism, hopesand achievements of 600 million people across16 states with one mobile service.

32



Airtel - Rajkot Zone

Sr.N

o

Name Address

1Aastha Cellular

Services

Shop No.4, Shaligram Complex,Opp. Deevanpara Police Station,Near Rajashree Cinema, Rajkot.

Ph: 0281 - 223232

2 Genius enterprisesShop No.3 & 4, Dhan Rajni

Complex, Yagnik Road, Rajkot.Ph: 0281 - 462561

3Sanjayraj Traders

Pvt.Ltd

Vibhag -B , Shop No.8, Shree

PanchnathComplex,Opp.St.Mary's

School,Kalawad Road, Rajkot. Ph:0281 - 586360

4 Tushar Cellular

Services

Shop No 4/5 "SHILP" Groundfloor, Indira Gandih Marg,

Jamnagar. Ph: 0288 - 533400

5 Uno CellularC/o Uno Chemist , Summair Club

Road, Jamnagar. Ph: 0288 -

552705 / 661187

6 Raj Trade LinksShop No.5 ,Uganda Road, NearVishva Hospital, Porbandar. Ph:

0286 - 253330 / 253351

7 Modern CellularShilpam Building , Opp.SagarRestaurant , Kalwa Chowk , Jayshree Road , Junagarh.

8 Pragati Tel

Shop No 2, Satya DarshanComplex, Near Ambe Matas

Temple, Hospital Road, Bhuj -Ph. 02832 - 50234 / 50334

9 JC & CoC. V. Chamber, M. G. Road, Tanki

Chowk , Surendranagar - Ph02752 - 23875 / 37813

10 Vijay EnterprisesShop No. 3 City Centre, Ground

Floor,Kananala , Bhavnagar - Ph0278 - 517150 / 411590

33



34



Airtel Magic Guide

Getting Started To begin using the Airtel Magic SIM Card, you needto purchase an Airtel Magic Recharge Card.Recharge Cards are available for as low as Rs.300.Other denominations are Rs.500, Rs.1000, Rs.2000and Rs. 3000. You can choose the option you like.Each option has its specific calling value, whichyou need to load on to your Airtel Magic account tobe able to talk.

Instant Balance Check

To check your balance amount simply dial 123and listen to the voice announcements.

If you wish to check your balance amount on

your handset screen, simply press *123#.How to recharge your Airtel Magic Card

• The calling value on your card keeps reducing, asyou make and receive calls, as per the applicabletariff.

•Before you exhaust your calling value or validityperiod, please recharge your Airtel Magic Card.

•Once your validity period expires, your AirtelMagic Card gets deactivated. However, you get agrace period in which you can reactivate yourcard by recharging it.

• If you recharge within the validity period or withinthe grace period, any unused calling value willget added to the new calling value.

•Every time you recharge your card, you get a

35



fresh validity starting from the day you recharge

36



Making and Receiving Calls

To make a local call:

Dial the city STD code and the landline phonenumber, e.g. 079 7544527

To call a local mobile phone number:Dial the 10 digit number you want, e.g. 9898098980

To call a 3 digit number:Dial city STD code and the number you want, e.g.079 197

To call an STD number:Dial the STD code and the landline number, e.g.011 6521947

To call a mobile phone outside Gujarat:Dial 0 and the 10 digit mobile phone number, e.g.

098101 98101

To make an ISD call:Dial 00, the country code, the area code, thelandline phone number, e.g. 0033856312345

To make an ISD call to another mobile phone:Dial 00, the country code, the desired number e.g.

00447860412172Similarly an international caller wanting to call youwill dial 0091 and your Airtel Magic number?

To leave a message on a pager:Dial the local STD code and the pager number. e.g.079 9624 203897

37



About your SIM card

Your Airtel Magic SIM card brings your mobile

phone to life and gives you your mobile number.Find your SIM card on the last page of the User’sGuide.

PIN (Personal Identification Number)

Your PIN is a four-digit password that protects yourSIM card against misuse. To key in your desiredPIN number, refer to your mobile phone manual.

Your existing PIN is 1234. We recommend that youpersonalize your PIN for maximum security.

PUK (PIN Unblocking Key)

If the PIN is entered incorrectly thrice in a row,your SIM card will get blocked, and your mobilephone will ask for the PUK. To get the PUK, please

call our Customer Care at 98980 98980. Pleaseenter the PUK carefully, as the wrong PUK entered10 times can damage your SIM card permanently.

You will then have to replace the SIM with a newone.

38



Airtel Magic Tariff

Welcome to Airtel Magic. The simple, instantand easy way to go mobile.

Going mobile has never been easier with onlyRs. 290/- (inclusive of Rs. 90/- free talk time) as aone time activation fee for your Airtel Magic SimCard.

Airtime

Rates *

Day (8 am to 10

pm)

Night (10 pm to 8

am)IncomingCalls

Rs.1.50 Rs.0.75

OutgoingCalls

Rs.1.50 Rs.0.75

* Pulse Rate of 30 seconds. Local/ STD/ ISDcharges extra as applicable

Voucher

Processing Fee

Talk Time

Service Tax

Validity

GracePeriod

300 100 185.71 14.2930

Days90 Days

500 120 356.71 23.8130

Days90 Days

1000 200 752.38 47.6260

Days 90 Days

2000 2251679.7

695.24

90Days

90 Days

3000 3002557.1

4142.86

120Days

90 Days

39



Special Launch Offer

Go mobile for free - We offer free talk time worthRs.290. Rs.145 at the end of 3rd month and thebalance Rs.145 at the end of the sixth month fromthe date of making the first call.• Free airtime - Every Airtel magic card will come

with Rs.90 worth talk time, valid for 7 days• Free SMS for three months• Free Voicemails for three months

Regional Roaming

Airtel Magic subscribers can now avail of FullRoaming in the Western Region states by opting topay a Regional Roaming Monthly charge of Rs. 25/-

. The Regional roaming airtimes charges are Rs.

3 per minute (60 second pulse) plus a 8%surcharge as recommended by TRAI.

Benefits

•Use the same SIM card and mobile number while

roaming• Recharge anywhere in the region• Access IN menu 123 from anywhere in the region

40



Welcome to Airtel Magic

Welcome to Airtel Magic prepaid mobile card. It

comes to you from Bharti Enterprises, India’sleading integrated telecom service provider. Goingmobile with Airtel Magic is a new way of life. With ahost of great features, also simple to use, AirtelMagic makes everything that you dreamt andbelieved, possible.

Indeed, “Magic hai to mumkin hai!”

Here are the many advantages you enjoy with AirTel Magic….

• Total Cost Control• No Rentals• No deposits• STD/ISD facility till the last rupee• Instant Balance Inquiry• 24-hour recharge facility• Caller Line Identification• Call Divert, Call Hold and Call Wait• Short Messaging Service (SMS)• SMS based Information Services• Voice Mail service• Info Junction• Shopping Junction

41



Airtel Services

Airtel welcomes you to a vibrant new world of unlimited opportunities. More exciting, innovativeyet simple new ways to communicate, just whenyou want to, not just through words but ideas,emotions and feelings. To give you the unlimitedfreedom to reach out to your special people in yourspecial way.

What is Airtel Services?

It's a menu on your SIM card that allows you toaccess a host of information services and cooldownloads on your phone in just a few clicks. Sonow no need to remember key words/ short codesto access information. For eg instead of typing andsending an SMS of short code - "AST, NEW, CRI,

MOV" to access information on horoscope, news,cricket, movies etc on India times, you could nowscroll in your menu and reach the information in

just a few clicks. This menu already has the keywords pre-coded in your SIM card, allowing you toget information…. easily & swiftly. The desiredinformation will be displayed on your screen inabout 15 seconds.

What are the various services available onthe

Airtel Services?

With Airtel Services, you can now get the latest

news, download ring tones and logos, check the

42



status of you train ticket or the Jet Airways flightschedule or surf to get the latest movie reviews onyour Airtel.

Services Description

Ringers Download the latest ring tones

FunMessages

Download logos or send flashingmessages

India timesGet the latest on news, cricket,travel, jokes

India TodayGet the latest on news, stocks, astro-forecast

Infotainment

Movie review, top songs, top movies

Star Peep Get an interactive astro-forecast

Jet Mobile Know your flight status and set alerts

Railways Get your PNR status, train schedules

StocksGet the latest IPO news, status of gainers and losers at BSE

You could select any of the services mentionedabove and get further information options on eachof the services. So, for example if you select 'news'

under India times, you will then have the option of choosing from the following i.e. latest news, worldnews, business news, entertainment news orsports news.

43



How do you access Airtel Services on yourAirtel?

Simply go your main menu and scroll till you reach'Airtel Services' and press 'Yes / OK'. The variousoptions mentioned above will now be displayed onyour screen. As shown above, select any service

that you would wish more information on and press'Yes/ OK'.

Which are the handsets, which arecompatible with the Airtel Services?

A Wireless Internet Browser (WIB) on your mobile

phone supports the Airtel Services. While all theabove-mentioned handsets should support AirtelServices, these services have been tested to workoptimally on the list of handsets mentioned below.

Nokia: 3310, 3315, 3330, 6210, 6510, 8310, 8250,8859Motorola: Time port P7389i, Talk about

Panasonic: GD75

44



Siemens: C35i, M35Samsung: SGH9100, R220Ericsson: T28s

We shall endeavor to continuously add to this listfrom time to time. In particular old handset modelshave software versions, which may not supportAdvanced WIB functionality.

I click on a service but there is no responsemessage. Why?

Essentially it may take upto 15 sec on somehandsets for the response to be displayed.

Further advantages of Airtel Services

• No more SMS inbox overload

With this browser, on clicking on any of theabovementioned services the information comesdirectly to your screen in the form of a flashmessage. Since the message flashes on yourscreen it doesn't block any space in your inboxthereby avoiding the cumbersome exercise of

45



clearing your inbox from time to time.

• What's New' service

'What's New' is a feature that enables you todownload new Airtel services from time to time.So expect to continuously get the latestinformation services and cool downloads on yourAirtel.

To know more about this service, please call ourCustomer Care Centre at 98980 12345 or visit anyof our Airtel Exclusive Outlets.

46



Coverage

In the first phase, the following areas are covered.Sl.No.

Towns Sl.No.

Highway Sites

1 Ahmedabad 1 Narol

2 Mehsana 2 Aslali

3 Palanpur 3 Bareja

4 HimmatNagar 4 Kheda

5 Godhra 5 Nadiad

6 Gandhinagar 6 Gamdi

7 Kadi 7 Vasad

8 Kalol 8 Channi

9 Chatral 9 Por

10 Mehmdabad 10 Karjan

11 Vadodra 11 Palej

12 Anand 12 Manj

13 Nadiad 13 Rajpipala

14 Godhra 14KamrejChowkdi

15 Jarod 15 Kadodara

16 Halol 16 Changodar

17 Kalol 17 Bavla

18 Surat 18Super GasDump

19 Valsad 19 Bagodra

20 Vapi 20 Kanpara

21 Ankleshwar 21 Limdi

22 Navsari 22 Vadod Village

23 Bharuch 23 Sayola

24 Umargam 24 Deduki

25 Rajkot 25 Chotila

26 SurenderNagar 26 Bawanbhor

27 Junagarh 27 Kuadwa

28 Bhavnagar

47



Magic Help line

Airtel Magic Care

For assistance dial 121 or 98980 98980 (toll free)from your Airtel Magic Mobile Phone, 24 hours aday. You can also dial 98980 98980 from a landlinephone.

Now that you know the infinite possibilities with

your Airtel Magic, go ahead. Dream your dreams.And you will make them possible. Indeed, "Magichai to mumkin hai!".

Value Plus Services inMagic

Call Management Services:

1. Caller Line Identification Presentation (CLIP)2. Call Waiting3. Call Hold

4. Call Divert5. Call Conferencing

Value Plus Services

1. SMS (Short Messaging Service)2. Voice Based Services3. Prepaid Roaming4. STD/ ISD till the last rupee

5. ISD Dynamic Lock Service

48

http://gu.airtelworld.com/connections/clip.htm

http://gu.airtelworld.com/connections/callwaiting.htm

http://gu.airtelworld.com/connections/callhold.htm

http://gu.airtelworld.com/connections/calldivert.htm

http://gu.airtelworld.com/connections/callconferencing.htm

http://gu.airtelworld.com/connections/sms.htm

http://gu.airtelworld.com/connections/voicemail.htm

http://gu.airtelworld.com/connections/roaming.htm

http://gu.airtelworld.com/connections/stdisd.htm

http://gu.airtelworld.com/connections/isd.htm

http://gu.airtelworld.com/connections/clip.htm

http://gu.airtelworld.com/connections/callwaiting.htm

http://gu.airtelworld.com/connections/callhold.htm

http://gu.airtelworld.com/connections/calldivert.htm

http://gu.airtelworld.com/connections/callconferencing.htm

http://gu.airtelworld.com/connections/sms.htm

http://gu.airtelworld.com/connections/voicemail.htm

http://gu.airtelworld.com/connections/roaming.htm

http://gu.airtelworld.com/connections/stdisd.htm

http://gu.airtelworld.com/connections/isd.htm



49



50



Introduction

Human are the most important element tothe company. Without human company can’t

do anything. So every company has requiredhuman resource management to co-ordinatewith his employees and to providesatisfaction to them. Human resourcemanagement is treated as an important anddecisive function of management. In thelatest classification of the managerialfunction given by Gullick staffing is referred

to as an independent and separate functionof management. Human resourcemanagement has to think about thedevelopment of the employees and theircareer planning. A new philosophy isdevelopment in which the personnel goals of employees are integrated with the objectivesof the organization. This new philosophy is

known as ‘Human Resource Management’.

Meaning and Definition

Simply put, Human Resource Management(HRM) is a management function that helpsmanagers’ recruit, select, train developsmembers for an organization. Obviously, HRM

is concerned with the people’s dimension inorganizations.

“Human Resource management is thatpart of process of management which isspecifically concerned with the peopleemployed in an organization.”

51



- C.H. Northcott

“Human resource management isconcerned with obtaining andmaintaining of satisfactory andsatisfied work force.”

- Dr. George R. Terry

“Human Resource management can bedefined as the process of accomplishing organizational objectivesby acquiring, retaining, terminating,developing and properly using the

human resources in an organization.”

- Donnelli and Gibson

52



Objective of HRM

Realization of the Goal of Enterprise

Maximum Utilization of the Manpower Increase in Labor Efficiency Increase in Efficiency of the

Administrative Structure To Maintain Employees’ Morale Growth of Team spirit among the

Employees Growth of Cordial Relations between

Employees and Employer Social Objectives

53



Scope of HRM

54

HUMANRESOURCE

MANAGEMENT

EMPOLYEEHiring

EMPOYEEAND

EXECUTIVEREMUNERA

TION

EMPOLYEEMAINTENAN

CE

EMPLOYEERELATIONS

EMPLOYEEMOTIVATIO

N

PROSPECTOF

HRM

NATUREOF

HRM



An HRM model

55

NATURE OF HRM

HUMAN RESOURCESPLANNING

JOB ANALYSIS

RECRUITMENT

SELECTION

TRAINING

REMUNERATION

MOTIVATION

COMMUNICATION

PARTICIPATIVE

MANAGEMENT

SAFETY & HEALTH

WELFARE

INDT. RELATION

PROMOTION

TRADE UNIONISE

ORANIZATIONALGOALS

COMPETEMTANDWILLING

WORKFORCE



Meaning of Job Analysis

Job analysis is the process of studyingand collection information relating to theoperations and responsibility of specific job.

The immediate products of this analysis are job descriptions and job specification

Job analysis is systematic exploration of the activities within a job. It is a basicprocedure, one that used to define theduties, responsibilities and accountabilities of

job.

Process of Job Analysis

This is the process of Job Analysis of AIRTEL

56

Strategic Choice

Gather Information

Process Information

Job Description

Job Specification

Uses of Job Description and JobSpecification

Personnel Planning

Performance Appraisal

Hiring

Training and Development

Job Evaluation and compensation

Health and safety Employee Discipline

Work Scheduling

Career Planning



Meaning of Recruitment

In simple terms, recruitment is understood asthe process of searching for and obtainingapplications for jobs form among whom theright people can be selected. A formaldefinition of recruitment is:

It is the process of f inding and attractingcapable application for employment. Theprocess begins when new recruits are soughtand ends when their applications aresubmitted. The result is a pool of applicationform which new employees are selected.

Process of Recruitment

Screening

58

PersonnelPlanning

JobVacancies

JobAnalysis

EmployeeRequisition

RecruitmentPlanning

- Numbers- Types

SearchingActivation“Selling”

- Message- Media

Strategy

Development- Where- How- When

ApplicantPopulation

Applicantpool

Potential

Hires

Evaluationand

Control

To selected



This is the process of selection of AIRTEL

Training and Development

In simple terms, training and developmentrefer to the imparting of specific skills,abilities and knowledge to an employee. Aformal definition of training and developmentis

It is any attempts to improve current orfuture employee performance by increasingan employee’s ability to perform throughlearning, usually by changing the employee’sattitude or increasing his or her skilled andknowledge. The need for training anddevelopment is determined by theemployee’s performance deficiency,computed as follows:

Training and development need = Standardperformance – Actual performance

According to Michael J. Jucius “the termtraining is used here to indicate any processby which the aptitudes, skills and abilities of

employees to perform specific job areincreased.”

Benefits of Training

How training benefits the organization

59



Development of sense of responsibilityto the organization for being competentand knowledgeable

Improve labor-management relations Reduce outside consulting costs byutilizing competent internalconsultation

Stimulates preventive management asopposed to putting out fires

Eliminates suboptimal behavior (suchas hiring tools)

Create an appropriate climate forgrowth, communication

Aids improving organizationalcommunication

Helps employees adjust to change Aids in handling conflict, thereby

helping to prevent stress and tension.

Benefits to the individual which in Turnultimately should benefit the Organization Helps the individual in making better

decision and effective problem solving Aids in encouraging and achieving self-

development and self-confidence

Increases job satisfaction and recognition Prove the trainee an avenue for growthand a say in his/her own future

Develops a sense of growth in learning Helps a person develop speaking and

listening skills; also writing skills whenexercises are required

Helps eliminate fear in attempting new

tasks

61



Benefits in Personnel and Human Relations,Intragroup and Intergroup Relations andPolicy Implementation

Improves communication betweengroups and individual

Provide information on othergovernment laws and administrativepolicies

Improves interpersonal skills

Makes organizational policies, rules andregulations viable Improves morale Builds cohesiveness in groups Provides a good climate for learning,

growth, and co-ordination Makes the organization a better place to

work and live

BSNL provides proper training every year totheir employee for development of employeesand improve their performances. The trainingmay be a week, 15 days or a month.

62



63



Wages and Salary

Wages represent hourly rates of pay, andsalary refers to monthly rate of pay,irrespective of the number of hours put in byan employee. Wages and salary are subjectto annual increments. They differ fromemployee to employee, and depend upon thenature of job, seniority, and merit.

BSNL provide proper wages and salaries totheir employees. The wages and salaries paysregularly and it accept monthly pay wagesand salaries system.

Safety and Health

Safety, in simple terms, means freedomforms the occurrence or risk of injury or loss.Industrial safety or employee safety refers tothe protection of worker from the danger of industrial accidents. An accident, then, is anunplaced and uncontrolled event which anaction and reaction of an object, a substance,a person, or a radiation result in personalinjury.

The well-being of the employee in anindustrial establishment is an affected byaccident and by ill health-physical as well asmental. The need for healthy worker andhealth services to be provided by themanagement to ensure the continuing goodhealth of their employees.

64



BSNL also provide medical facilities andinsurance policy to their employees’ safetyand health.

Welfare

Welfare means faring or doing well. It is acomprehensive term and refers to physical,mental, moral and emotional well-being of anindividual. Further, the term welfare is arelative concept, relative in time and space.It, therefore, varies from time to time, fromregion to region and from country to country.

BANL gives provident fund facil it ies, freetelephone and internet service,transportation service, LTC etc. to welfare of their employees.

65



66



Auditor’s Report

TO THE MEMBER OF AIRTEL

A. We have audited the balance sheet of AIRTEL as at 31st March 2006 and relatedProfit & Loss Account and Cash FlowStatement for the year ended on thatdate annexed thereto.

These financial statements are theresponsibility of the Company’smanagement. Our responsibly is toexpress on an opinion on these financialstatement based on our audit.

B. We conducted our audit inaccordance with the auditing standards

generally accepted in India. Thosestandards required that we plan andperform the audit to obtain reasonableassurance about whether the financialstatements are free of materialmisstatement. An audit includesexamining, on a test basis, evidencesupporting the amount and disclosures in

the financial statements. An auditincludes assessing the accountingprinciples used and significant estimatesmade by management, as well asevaluating the overall financial statementpresentation. We believe that our auditprovides a reasonable basis of ouropinion.

67



Our report has taken into considerationthe audited accounts and Branch auditorsreports of 48 units (circles, distr icts,regions, training institutions, stores,factories) appointed by the Comptrollerand Auditor’s General of India and notedby the Board of Directors of the company.

C. As required by the Companies(Auditor’s Report) Order, 2003 issued bythe Central Government of India in termsof sub-section (4A) of section 227 of ‘TheCompanies Act., 1956 of India (the ‘Act’)and on the basis of such checks as weconsidered appropriate and accounting tothe information and explanations given tous and reports of other auditors, we setout in the Annexure a statement on thematters specified in paragraphs 4 and 5of the said order.

Further to our comments in the Annexurereferred to in paragraph ‘C’ above:

68



D. Attention is invited to the factsstated in the following paragraph:

1. Assets taken over fromDepartment of Telecommunication(D.O.T)

and DOT balances

a) As referred to in Note no. 2 onSchedule U, the process of takingover the assets and liabilities fromDepartment of Telecommunications(D.O.T) is sti ll in progress and thefact that the value of net assetsidentified subsequent to 01.10.2000has been credited to CapitalReserves.

b) The title to the various immovableproperties taken over from D.O.T.are yet to be transferred in the nameof the Company.

c) The fact that the method of valuationadopted for assets taken over is alsothe basis for treating them as original

cost for the purpose of providingdepreciation.

2. Fixed Assets and Capital Work-in-Progress

a) As stated in Note no. 1 on Schedule –D, amortization has been made only

69



in respect of leasehold land whichhas been identified as leasehold.

b) As referred to in note 5.4 onSchedule - U, the fact that someexcess depreciation could have beenprovided on the analog exchangeswhich had been impaired andprovided for and the fact that noadjustment has been made to writeback such excess depreciation.

c) As referred to in Note No. 5.5 onSchedule – U, certain assets stillshown under ‘Capital-work-in-progress’ though completed and putto use, has not been capitalized anddepreciation provided on them.

d) As referred to in Note No. 5.8 onSchedule – U, there is a netdifference of Rs. 717 lacs in CWIPbetween subsidiary ledger andfinancial ledger, in a Circle.

70



3. Depreciation

a) As reported by the branch auditor,the depreciation on some assets inU.P. (West) Circle has not beencomputed at the rate and in themanner prescribed in Schedule XIV tothe Companies Act; the impactthereof on the profit for the year andon fixed assets of that circle are notascertainable.

b) As referred to in Accounting Policy 4in ‘Schedule T’, depreciation onfactory buildings & administrativebuildings have been provided at therate applicable to the normalbuildings.

4. Current Assets, Loans and Advancesand Current Liabilities

a) As referred to in Note No. 7.1 & 8.2of Schedule – U, the fact that no

adjustment has been made for thedifference of Rs. 28969 lacs betweenthe General Ledger and SubsidiaryLedger of Sundry Debtors and thedifference between similar sets of accounts in respect of loans andadvances (amount unascertained)pending reconciliation.

71



b) As referred to in Note 10.1 onSchedule U, Bank ReconciliationStatements have not been preparedin few units.

c) As stated in Note No. 10.2 & 10.3 of Schedule – U, Cheques and TTsdeposited with the Bank for Rs. 1744lacs but not credited by the banksand unlinked debit & credit itemsappearing in Bank Reconciliation forRs. 1803 lacs and Rs. 2678 lacs,respectively are still in the process of reconciliation and hence, notadjusted in the accounts.

d) The balances due to and due fromDOT, M.T.N.L., DOP on currentaccount are subject to confirmation,reconciliation and consequentialadjustments.

5. Frauds

Frauds have been reported in 9circles amounting to Rs. 1836.29 lacswhich includes Rs. 23 lacs due to

misappropriation of ITC cards and Rs.835 lacs on account of unauthorizedISD calls, which have been defraudedbefore the income could berecognized.

6. Inter/ Intra Circle Remittance Account

72



As stated in Note No. 14 on ScheduleU, the possible effects of reconciliation of inter/intra circleremittances on the income,expenditure, assets and l iabilitiescould not be ascertained.

7. Others

(a) As stated in Note no 25 (d) onSchedule U, the company has notidentified the SSIs with whom theyare dealing and hence disclosure asrequired under Schedule VI could notbe made.

(b) As stated in Note no 26(f) onSchedule U, in certain units,contingent liabilities and estimatedamount of contracts remaining to beexecuted have not been ascertained.

(c) The fact that certain assumptions asstated in note no. (1) & (2) on CashFlow Statement have been made forthe purpose of preparation of ‘CashFlow Statement’.

(d) The branch auditor have reportedthat Accounts of GMTD Gorakhpur &

TDM Ballia have not been properlycompiled for want of necessaryinformation and hence unable toexpress any opinion on suchaccounts; however, the financial

73



impact of the above qualification hasnot been quantified.

8. License Fee, Spectrum Charges, Interconnect Usage Charges

a) The fact that the licence fee has beenaccrued based on note no. 13.2 andthe inter connect revenuebetweenAIRTEL & MTNL based onnote no. 12.2 of Schedule – U, andthe accounting for the revenues fromD.O.T, & M.T.N.L. has been made asstated in the accounting policy 2(c)of Schedule ‘T’.

b) As referred to in Note 12.4 onSchedule U, no provision has beenmade for telecom traffic chargespayable and receivable to and fromPakistan Telecom Company Limited.

9. Revenue

(a) The exchange wise reconciliation of outgoing metered calls and callsbilled has not been done by the

company for 15 circles as reported bythe branch auditors. Consequentlythe completeness and thecorrectness of the provision forrevenue sharing as well as for licencefee payable, to that extent, could notbe adjusted.

74



(b) The booking of rental income ondisconnected telephones as stated inNote no. 12.6 of Schedule – U.

E.We report that

(a) The exchange wise reconciliation of outgoing metered calls and callsbilled has not been done by thecompany for 15 circles as reported bythe branch auditors. Consequentlythe completeness and thecorrectness of the provision forrevenue sharing as well as for licencefee payable, to that extent, could notbe adjusted.

(b) The booking of rental income ondisconnected telephones as stated inNote no. 12.6 of Schedule – U.

In addition to the matters covered inour report under CARO 2003, thesystem of accruing income andexpenditure is to be strengthened asevidenced by the fact that the largeamount of prior period income and

expenditure are being accounted forduring each of the subsequent years.

(c) We have received reports onaccounts of branch offices audited byother auditors and the same has beendealt with by us in our report.

75



on estimated basis pendingascertainment of actuarialvaluation (Note No. 11.2 & 11.3of Schedule - U).

(f) On the basis of writtenrepresentations received from thedirectors as on 31st March, 2006 andtaken on record by the Board of Directors of the Company, we reportthat none of the directors isdisqualified as on 31st March, 2006from being appointed as a director interms of clause (g) of sub-section (1)of Section 274 of the Act.

(g) Subject to item 2,3,4,6,7,8&9contained in D above, to whichattention has been drawn and theconsequential effect of adjustment onthe value of assets, l iabilities, thequantum of income and expenditureand their effect on the profit for theyear (which are unascertainable) inour opinion and to the best of ourinformation and according to theexplanations given to us, the said

accounts read together with theAccounting Policies and notesthereon give the information requiredby the Companies Act, 1956, exceptfor the non disclosure of the mattersreferred to in Note no. 25 (a), 25 (b)& 25 (d) of Schedule ‘U’ andinformation relating thereto in the

manner so required and give a true

77



and fair view in conformity with theaccounting principles generallyaccepted in India :

(i) in the case of the Balance Sheet,of the state of affairs of theCompany as at 31st March,2006; and

(ii) in the case of the Profit and LossAccount, of the profit for the yearended on that date and

` (iii) in the case of the Cash FlowStatement, of the cash flow for

the year ended on that date.

78



SWOT ANALYSIS

S StrengthHigh marketshare brand

image

W Weaknesses To attract all

class of customer

OOpportunitie

s

Good service

will increasethe no. of users

T Threats

EmergingCompetition

like Reliance, TATA,AIRTEL,Hutch, Orange,

etc.

79



CONCLUSION

Airtel has good reputation in the market.

Objective of survey is to know the

satisfaction of users. I have already

discussed the objects in the survey.

The organisation has good reputation in

the market; however, it requires some effortsto maintain the reputation for the betterment

of its future. However, now they are taking

reasonable steps to improve its brand name

and sales target.

Lastly, I can say that Airtel has bright

future for the coming years. And I hope this

project report wil l help them taking right

decision and fulfill their customer demands.

Again, I am thanking to all who directly or

indirectly helped me.

Wishing Airtel, the best success

…………………

80



SUGGESTIONS

After making a survey in Rajkot on Airtel,

I have come to some conclusive suggestions,

which are necessary for the company. From

my point of view to maintain and improve the

market share of Airtel, my main points or

suggestions are:

During the survey, the major problem

faced by the user is the "price' of particular service. So as far as possible

they should maintain their price level less

as per market price.

Most of the customers of Rajkot don't

know about the services provided by

Airtel. So company should concentrate

on this point and advertise so they

attract customers.

81



BIBLIOGRAPHY

Although it is said that only theoretical

knowledge is not enough. For studying any

topic, practical knowledge is must, hereby in

this practical study, undergone without the

base of theoretical knowledge, the

understanding is incomplete.

Hence, to make this report easily

understandable and simple, I have taken

references of certain books regarding

marketing topics, retailing marketing, which

are mentioned below. For the basic

knowledge and concept clarity it was

essential.

The references from which I gainedinformation

airtel-bba-mba project report

Documents