A

SUMMER TRAINING REPORT

ON

FACTORS AFFECTING CUSTOMER SATISFACTION OF AIRTEL SIM

at

For The Partial Fulfillment of Bachelor of Business Administration

2010-13 SUBMITTED TO :Jiwaji University, Gwalior

SUBMITTED BY:RAHUL SHARMA

BBA V Semester Roll No.

GICTS GROUP OF INSTITUTIONS , GWALIOR

Shivpuri Link Road LASHKAR GWALIORTel: 91-7512448801, 02, 03 Email: infor@gicts.org Website: www.gicts.org.

DECLARATION
This is to declare that the Summer Training Report has been accomplished by me and being submitted in partial fulfillment of requirement for the award of the Degree of Master of Business Administration from GICTS Group of Institution affiliated to Jiwaji University, Gwalior. The work has not been submitted by me anywhere else for the award of any degree or diploma. All source of information are based on my on training experience and learning.

Date: Place:

RAHUL SHARMA

BBA V Semester

CERTIFICATE
This is to certify that Mr. RAHUL SHARMA student of BBA V Semester of GICTS Groups of Colleges has successfully completed his Summer Training dated from 45 days and this report is submitted by Him for the completion of the training requirement under my guidance and supervision.

Date : MAM) Place:

(MS. YASHIKA

ACKNOWLEDGEMENT
It is great pleasure for me to put on record my appreciation and gratitude towards Placement and

Training Coordinator GICTS Group of College, Gwalior my special thanks to my respected faculty. MS.

YASHIKA MAM for her valuable support and suggestions for the execution of Summer Training. I thank her for the right direction and providing direction for the completion of my summer training project.

Date:

Mr. RAHUL SHARMA

Place:

BBA V Semester

TABLE OF CONTENTS
1. History of the organization and objective 2. Organization structure
3. 4. 5. 6. 7. 8. 9.

Financial performance & Position Personnel Production Marketing Strength & weakness of organization Suggestion Any other point observed

Chapter :- Introduction Chapter :- 2 Methodology Introduction of the project 1. The study and its objectives 2. The samples 3. The tools Chapter 3 Result And Discussion Chapter 4:- suggestion and discussion Chapter :5 conclusion References Annexure

History of the Organization & Objective

Bharti Airtel Limited formerly known as Bharti Tele-Ventures LTD (BTVL) is an Indian company offering telcommunication services in 19 countries. It is the largest cellular service provider in India, with more than 141 million subscriptions as of August 2010. Bharti Airtel is the world's third largest, single-country mobile operator and fifth largest telecom operator in the world with a subscriber base of over 180 million. It also offers fixed line services and broadband services. It offers its telecom services under the Airtel brand and is headed by Sunil Bharti Mittal. Bharti Airtel is the first Indian telecom service provider to achieve this Cisco Gold Certification. To earn Gold Certification, Bharti Airtel had to meet rigorous standards for networking competency, service, support and customer satisfaction set forth by Cisco. The company also provides land-line telephone services and broadband Internet access (DSL) in over 96 cities in India. It also acts as a carrier for national and international long distance communication services. The company has a submarine cable landing station at Chennai, which connects the submarine cable connecting Chennai and Singapore. It is known for being the first mobile phone company in the world to outsource everything except marketing and sales and finance. Its network (base stations, microwave links, etc.) is maintained by Ericsson and Nokia Siemens Network, business support by IBM and transmission towers by another company. Ericsson agreed for the first time, to be paid by the minute for installation and maintenance of their equipment rather than being paid up front. This enables the company to provide pan-India phone call rates of Rs. 1/minute (U$0.02/minute). During the last financial year [2009-10], Bharti has roped in a strategic partner Alcatel-Lucent to manage the network infrastructure for the Telemedia Business. The company is structured into four strategic business units - Mobile, Telemedia, Enterprise and Digital TV. The mobile business offers services in 18 countries across the Indian Subcontinent and Africa. The Telemedia business provides broadband, IPTV and telephone services in 89 Indian cities. The Digital TV business provides Direct-to-Home TV services across India. The Enterprise business provides end-to-end telecom solutions to corporate customers and national and international long distance services to telcos.

Globally, Bharti Airtel is the 3rd largest in-country mobile operator by subscriber base, behind China Mobile and China Unicom. In India, the company has a 30.7% share of the wireless services market. In January 2010, company announced that Manoj Kohli, Joint Managing Director and current Chief Executive Officer of Indian and South Asian operations, will become the Chief Executive Officer of the International Business Group from 1 April 2010. He will be overseeing Bharti's overseas business. Current Dy. CEO, Sanjay Kapoor, will replace Manoj Kohli and will be the CEO, effective from 1 April 2010.

Objective
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 Airtel`s Vision & promise By 2010 Airtel will be the most admired brand in India: Loved by more customers Targeted by top talent Benchmarked by more businesses We at Airtel always think in fresh and innovative ways about the needs of our customers and how we want them to feel. We deliver what we promise and go out of our way to delight the customer with a little bit more

Organizational Structure
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:
o o o o o o o o o o o o o o

Sunil Bharti Mittal Rajan Bharti Mittal Akhil Gupta Rakesh Bharti Mittal Chua Sock Koong N. Kumar Kurt Hellstorm Donald Cameron Paul OSullivan Professor V.S. Raju Pulak Chandan Prasad Bashir Abdullah Currimjee Gavin Darby Syeda Imam

o o o o

Ajay Lal York Chye Chang Paul Donovan Arun Bharat Ram

Financial performance of Airtel

Mar ' 10 Mar ' 09 Mar ' 08 Mar ' 07 Mar ' 06 Sources of funds Owner's fund Equity share capital Share application money Preference share capital Reserves & surplus Loan funds Secured loans Unsecured loans Total Uses of funds Fixed assets Gross block Less : revaluation reserve Less : accumulated depreciation Net block Capital work-in-progress Investments Net current assets Current assets, loans & advances Less : current liabilities & provisions Total net current assets Miscellaneous expenses not written Total Notes: Book value of unquoted investments Market value of quoted investments Contingent liabilities Number of equity sharesoutstanding (Lacs)

1,898.77 186.09 34,650.19

1,898.24 116.22 25,627.38

1,897.91 57.63 18,283.82

1,895.93 30.00 9,515.21

1,893.88 12.13 5,437.42

39.43 51.73 52.42 266.45 2,863.37 4,999.49 7,661.92 6,517.92 5,044.36 1,932.92 41,773.97 35,355.48 26,809.71 16,751.95 12,139.72

44,212.53 2.13 16,187.56 28,022.84 1,594.74 15,773.32 9,225.08 12,842.00 -3,616.92 41,773.97 11,619.95 4,216.67 3,921.50 37975.30

37,266.70 2.13 12,253.34 25,011.23 2,566.67 11,777.76 10,466.63 14,466.89 -4,000.26 0.09 35,355.48 9,898.56 1,887.76 4,104.25 18982.40

28,115.65 2.13 9,085.00 19,028.52 2,751.08 10,952.85 8,439.38 14,362.33 -5,922.95 0.20 26,809.71 9,379.62 1,574.29 7,140.59 18979.07

26,509.93 2.13 7,204.30 19,303.51 2,375.82 705.82 5,406.81 11,042.67 -5,635.86 2.66 16,751.95 580.43 125.85 7,615.04 18959.34

17,951.74 2.13 4,944.86 13,004.75 2,341.25 719.70 3,338.88 7,272.80 -3,933.92 7.94 12,139.72 476.52 243.99 4,740.34 18938.79

Materials Cost Control

Materials control is the system that ensures the provision of the required quantity and quality at the required time with in the minimum of investment. It covers the following functions: Stock control Scheduling of requirements Purchasing Receiving and inspecting Storing and issuing

Need for Materials Control: One of the first step in the installation of cost and management accounting system is planning the proper control of materials and supplies from the time orders are placed with supplier until they have been consumed in the plant and office operation or have been sold as merchandise.

Requirements of a System of Materials control: There are many requirements to implement an adequate satisfactory system of materials control Stock Control: The materials purchased by a concern may be classified as stock items which are taken into store and held until required, or as direct deliveries to the point of consumption. The control of those materials which are stock items is known as stock control. Inventory Quantity Standards: Ordering Level or Ordering Point or Re-order Level: This is that level of materials at which a new order for supply of materials is to be placed. In other words, at this level a purchase requisition is made out. Click here to continue

Minimum Level or Minimum Limit: The minimum level or minimum stock is that level of stock below which stock should not be allowed to fall. Click her to continue. Maximum Level or Maximum Limit: The maximum stock limit is upper level of the inventory and the quantity that must not be exceeded without specific authority from management. Click here to continue. Danger Level: Some enterprise also calculate danger level. When this level of stock is reached, then emergency steps are taken by the management to acquire material supplies. Click here to continue. Economic Order Quantity EOQ:

Economic order quantity (EOQ) is that size of the order which gives maximum economy in purchasing any material and ultimately contributes towards maintaining the materials at the optimum level and at the minimum cost. Click here to read full article.

Production & Operation

Production/operations management is the process, which combines and transforms various resources used in the production/operations subsystem of the organization into value added product/services in a controlled manner as per the policies of the organization. Therefore, it is that part of an organization, which is concerned with the transformation of a range of inputs into the required (products/services) having the requisite quality level. The set of interrelated management activities, which are involved in manufacturing certain products, is called as production management. If the same concept is extended to services management, then the corresponding set of management activities is called as operations management.

Marketing
A marketing strategy can serve as the foundation of a marketing plan. A marketing plan contains a set of specific actions required to successfully implement a marketing strategy. For example: "Use a low cost product to attract consumers. Once our organization, via our low cost product, has established a relationship with consumers, our organization will sell additional, highermargin products and services that enhance the consumer's interaction with the low-cost product or service." A strategy consists of a well thought out series of tactics to make a marketing plan more effective. Marketing strategies serve as the fundamental underpinning of marketing plans designed to fill market needs and reach marketing objectives. Plans and objectives are generally tested for measurable results.

A marketing strategy often integrates an organization's marketing goals, policies, and action sequences (tactics) into a cohesive whole. Similarly, the various strands of the strategy , which might include advertising, channel marketing, internet marketing, promotion and public relations can be orchestrated. Many companies cascade a strategy throughout an organization, by creating strategy tactics that then become strategy goals for the next level or group. Each one group is expected to take that strategy goal and develop a set of tactics to achieve that goal. This is why it is important to make each strategy goal measurable. Marketing strategies are dynamic and interactive. They are partially planned and partially unplanned. See strategy dynamics.

Chapter 1
Introduction
Bharti Airtel is one of India's leading private sector providers of telecommunications services based on an aggregate of 66,689,943 customers as on April 30, 2008, consisting of 64,370,434 GSM mobile and 2,319,509 Bharti Telemedia subscribers. The businesses at Bharti Airtel have been structured into three individual strategic business units (SBUs) - mobile services, telemedia services (ATS) & enterprise services. The mobile services group provides GSM mobile services across India in 23 telecom circles, while the ATS business group provides broadband & telephone services in 94 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. Company shares are listed on The Stock Exchange, Mumbai (BSE) and The National Stock Exchange of India Limited (NSE). The company has a strategic alliance with SingTel. The investment made by SingTel is one of the largest investments made in the world outside Singapore, in the company. The companys mobile network equipment partners include Ericsson and Nokia. In the case of the broadband and telephone services and enterprise services (carriers), equipment suppliers include Siemens, Nortel, Corning, among others. The Company also has an information technology alliance with IBM for its group-wide information technology requirements and with Nortel for call center technology requirements. The call center operations for the mobile services have been outsourced to IBM Daksh, Hinduja TMT, Teletech & Mphasis

MILESTONE OF COMPANY 1. Mobile phone operator, Bharti Airtel, became the first Indian telecom company to serve 50 million customers last month, and is now the worlds tenth largest wireless carrier. 2. Bharti has doubled its user base in the past 14 months alone, and hopes to reach 100 million subscribers by 2010, according to company executives. 3. Our next 50 million will largely come from rural India as our plan is to reach 5,200 census towns and over five lakh villages, covering 96 per cent of the Indian population, said Bharti Airtel president and CEO, Manoj Kohli, at a news conference this week. 4. Bharti Airtel, Indias leading telecommunication services provider, today announced that it had crossed the 50 million customer mark. With this, Bharti Airtel has achieved the distinction of becoming the fastest private telecom company in world to achieve this

landmark in a single country - within 143 months of start of operations. The 50 million customer base covers mobile as well as broadband & telephone customers. 5. Commenting on this major global landmark, Mr. Akhil Gupta, Joint Managing Director, Bharti Airtel said, We are delighted to have achieved this major landmark, which puts Bharti Airtel amongst the top telecom companies in the world. It underlines the strength of our unique business model and our vision to provide affordable services like lifetime prepaid to customers across the length and breadth of the country. I would like to thank our partners for having shared our vision. This milestone highlights the emergence of India as one of the top telecom markets in the world and we are proud to have been at the forefront of this growth. Going forward, we believe this growth momentum will remain intact and we are gearing towards the 100 million customers mark. 6. Bharti Airtel crossed the 10 million customer mark in November 2004. In July last year, it crossed the 25 million customer mark. 7. The company added the next 25 million customers in just 14 months. This is amongst the fastest rate of customer additions by any telecom company in the world. 8. Mr. Manoj Kohli, President & CEO, Bharti Airtel added, This is a very proud moment for us and I would like to thank our 50 million customers for believing in Airtel. It is a tribute to our commitment to provide best-in-class services to our customers and lead the market with exciting innovations. We are committed to create a world-class organization and benchmark it with the best in the world. As the market gets ready for the next wave of growth, we are committed to expanding our telecom networks wider and deeper across the country and partner Indias growth story.
9. In the mobile business, Bharti Airtel plans to make considerable investments in Network

expansion to establish presence in all census towns and over 500,000 villages across India by 2010, thereby covering 95% of the countrys total population. The companys strategic focus will be on further strengthening the Airtel brand through best-in-class customer service, which is backed by wide national distribution.
10. In the Enterprise business, Bharti Airtel will invest substantially in the long distance

business to achieve the scale of a global carrier within next 2-3 years. It is also strengthening the corporate business towards becoming a preferred managed services partner for the top 2000 corporations. In Broadband & Telephone SBU, Bharti Airtel

will initiate large-scale deployments of broadband network infrastructure in 94 towns, with a sharp focus on the home and SME segments. It is readying to offer triple play to its customers with the launch of its IPTV service.

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 it's 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 telephony 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. This was because the cellular service providers offered only post-paid cellular services, which were still perceived to be very costly as compared to landline communications. 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).

ACHIEVEMENTS

First to launch Cellular service on November 1995. First operator to revolutionaries the concept of retailing with the inauguration of AirTel Connect (exclusive showrooms) in 1995. First to introduce push button phone in India. First to expand it's network with the installation for second mobile switching center in April, 1997 and the first to introduce the Intelligent Network Platform First to provide Roaming to its subscribers by forming an association called World 1 Network.

First to provide roaming facility in USA. Enjoy the mobile roaming across 38 partner networks & above 700 cities Moreover roam across international destinations in 119 countries including USA, Canada, UK etc with 284 partner networks.

BHARTI announces aggrement 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 Airtel Launches future factory - Centres of Innovation to Incubate Pioneering Mobile Applications 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.

BHARTI announces agreement with VODAFONE marking the entry of the World's Largest Telecom Operator into India Vodafone to invest approximately Rs. 6,700 crores (approx. USD 1.5 bn.) to acquire around 10% in Bharti Tele-Ventures Ltd.

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

Bharti Enterprises continues to hold shareholding and management control in Bharti Tele-Ventures.

Chapter 2
Object of the Study
Customer satisfaction, a business term, is a measure of how products and services supplied by a company meet or surpass customer expectation. It is seen as a key performance indicator within business and is part of the four of a Balanced Scorecard. In a competitive marketplace where businesses compete for customers, customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy. However, the importance of customer satisfaction diminishes when a firm has increased bargaining power. For example, cell phone plan providers, such as AT&T and Verizon,

participate in an industry that is an oligopoly, where only a few suppliers of a certain product or service exist. As such, many cell phone plan contracts have a lot of fine print with provisions that they would never get away if there were, say, a hundred cell phone plan providers, because customer satisfaction would be way too low, and customers would easily have the option of leaving for a better contract offer. There is a substantial body of empirical literature that establishes the benefits of customer satisfaction for firms. Measuring customer satisfaction Organizations need to retain existing customers while targeting non-customers. Measuring customer satisfaction provides an indication of how successful the organization is at providing products and/or services to the marketplace. Customer satisfaction is an abstract concept and the actual manifestation of the state of satisfaction will vary from person to person and product/service to product/service. The state of satisfaction depends on a number of both psychological and physical variables which correlate with satisfaction behaviors such as return and recommend rate. The level of satisfaction can also vary depending on other factors the customer, such as other products against which the customer can compare the organization's products. Work done by Parasuraman, Zeithaml and Berry (Leonard L) between 1985 and 1988 delivered SERVQUAL which provides the basis for the measurement of customer satisfaction with a service by using the gap between the customer's expectation of performance and their perceived experience of performance. This provides the researcher with a satisfaction "gap" which is semiquantitative in nature. Cronin and Taylor extended the disconfirmation theory by combining the "gap" described by Parasuraman, Zeithaml and Berry as two different measures (perception and expectation) into a single measurement of performance relative to expectation. The usual measures of customer satisfaction involve a survey with a set of statements using a Likert Technique or scale. The customer is asked to evaluate each statement in terms of their perception and expectation of performance of the service being measured.

Chapter 3
Result & Discussion
It is easily available on all the retail stores.
Airtel Idea 68 32

Airtel Idea 55 45

No waiting hours to get in touch with customer care

The customer care department solves queries very quickly

Airtel Idea 87 13

The network range is very high in rural areas

Airtel Idea 36 64

Internet facility is very fast

Airtel Idea 87 13

SUGGESTION
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 IDEA had introduced it. AIRTEL should sign more celebrities from cricket and bollywood.

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.

BIBLIOGRAPHY

ON-LINE WEBSITE: www.google.co.in www.airtel.com

BOOKS: Marketing Management, Dr. S.L. Varshney and Dr. R.L. Gupta, Third Revised Edition, Sultan Chand and Sons.

Questionnaire
Dear Sir,/Medam

I Rohit Gupta a student of BBA IV Semester of Prestige Institute of Management, Gwalior am undergoing summer training project as a part of my BBA course. You are requested to kindly respond to the questions mentioned below. The information so collected will be used stricktly for academic purpose only. Kindly respond to the questions mentioned below where I indicates the minimum agreement and 7 indicates the maximum agreement. 1. It is easily available on all the retail stores 1 2. 2 3 4 5 6 7

No wating hours to get in tuch with customer care 1 2 3 4 5 6 7

3.

The customer cafre department solves queries very quickly 1 2 3 4 5 6 7

4.

The network range is very high even in rural areas 1 2 3 4 5 6 7

5.

It provides flexi service such as transferring balance from one mobile to another 1 2 3 4 5 6 7

6.

It provides night package at a very minimal cost 1 2 3 4 5 6 7

7.

Internet facility is very fast 1 2 3 4 5 6 7

8.

Download of about 2 GB range in possible through internet 1 2 3 4 5 6 7

9.

Internet banking facility is also available 1 2 3 4 5 6 7

10.

Full talk time is provided on all recharge vouchers 1 2 3 4 5 6 7

11.

Call rate is very nominal 1 2 3 4 5 6 7

12.

SMS package are available at very low cost 1 2 3 4 5 6 7

13.

Charge of per SMS is vry low 1 2 3 4 5 6 7

14.

Provides updates regarding new schemes on a regular interval 1 2 3 4 5 6 7

15.

Do not irritate by making regular promotional calls 1 2 3 4 5 6 7

Name SIM Card Airtel [

Age ] IDEA [ ]

Gender