PROJECT REPORT ON

STUDY OF SERVICES OF AIRCEL

Submitted fort the partial fulfillment of the Award Of Bachelor of Business Administration Degree From Ch. Charan Singh university, meerut (Session 2009-2012) Submitted To: Miss Dipti Banga Faculty, Management Submitted By: Arjun Sharma Roll. No.9673501 BBAVIth Sem.

Department of Management

College of Applied Education & Health Sciences

Gangotri, Roorkee Road, Meerut (U.P.) Telefax : +91-121-2610931, 2610200, 2610033

College Certificate

ACKNOWLEDGEMENT

First of all I would like to thank the Management at Aircel for giving me the opportunity to do my one-month project training in their esteemed organization. I am highly obliged to Mr. D.K SHARMA for granting me to undertake my training at Meerut branch. I express my thanks to all Sales Managers under whose able guidance and direction, I was able to give shape to my training. Their constant review and excellent suggestions throughout the project are highly commendable. And I would also like to thanks my teacher Miss Dipti Banga for providing their full support & guidelines under my training period

My heartfull thanks go to all the executives who helped me gain knowledge about the actual working and the processes involved in various departments.

INDEX

Certificates Acknowledgement Executive Summary Industry Profile Company Profile Objective of Study Limitation Scope of Study Research Methodology Data Analysis Findings Conclusion Suggestions Bibliography Appendix

2 3 5 6 22 41 42 43 48 52 60 63 64 67 68

Executive Summary
The project titled SERVICES OF AIRCELL has been carried out for AIRCEL, MEERUT, WESTERN UP. The main objective of this project is to know the Status of the company with the competitor and how to regenerate their confidence in the prevailing market condition. The whole summer internship period with Dishnet Wireless Ltd? (Aircel) has been full of learning and sense of contribution towards the organization. In this project the great emphasis is given to the customer minds in respect to preferring the needs and wants of the customer is taken into consideration.Dishnet Wireless Ltd? (Aircel) is a telecom network providing company. The main objective of this company is to provide the best services to there customer in low cost with their competitor. They offer more value added service in marginal cost. Occasionally they give some offers for the benefit of the customers and retailer and distributor. According to the study of the markets, it is being observed that there are many players available in the markets and some of them are really doing well. The needs and wants of the client taken into consideration. I hope Dishnet Wireless Ltd? (Aircel), Meerut will recognize this as well as take more references from this project report. HR department has been given more emphasis for the study of the project because it is the only sector where all type of Age group, Income class and different level of people are represented. According to the market study, Meerut is one of the potential markets for the telecom service because a single person uses many SIM(network services).due to some drawback

in the service they do like this ,If the company removes their drawbacks then its sure that the company will get great response from the customer. I hope Dishnet Wireless Ltd? (Aircel), Meerut will recognize this as well as take more references from this project report. The main objective of this project is to know the drawbacks of their services and the need and wants of the customers of Meerut is one of the potential market for customer but company has to give special emphasis on customers demands for services.

Objective of the study

1. To find out the problems by which we can do better in market with our competitor. 2. To find out how to regenerate the confidence of the retailers to sell the services in prevailing market condition. 3. Finding out what are the factors which affect the decision making for sell of services.

INDUSTRY PROFILE

INTRODUCTION
Technological changes in the telecom and computers have radically changed the business scenario. In turn, the new demands of business have spurred many telecom based technological innovations. In order to exploit these innovations for competing in global markets, business community the world over has been putting pressure on governments to revise the policy, regulation and structure of the telecom sector. Several countries across the world have responded by restructuring the state controlled telecom service provider, increasing private participation, and deregulating service provision. The emergent organizations have attempted to be more responsive to the business needs and have evolved mechanisms to remain competitive even under tremendous pressures. Over the past several years, developing countries have also recognized the important role a responsive, business oriented and technologically advanced telecom sector plays in the growth of the economy. Many developing countries now accept the limitations of a monolith state monopoly in responding to the twin challenges of spurring internal growth and competing in an increasingly global economy. Past experience of reform across many countries suggests that the fundamental underlying issue that must be addressed in telecom reform is introduction of competition for efficiency. Competition is considered to be an important factor than ownership in introducing efficiency. India's 21.59 million-line telephone network is one of the largest in the world and the 3 rd largest among emerging economies (after China and Republic of Korea). Given the low telephone penetration rate India offers vast scope for growth. It is

Therefore not surprising that India has one of the fastest growing telecommunication systems in the world with system size (total connections) growing at an average o f more than 20 percent over the last 4 years. The industry is considered as having the highest potential for investment in India. The growth is demand for telecom services in India is not limited to basic telephone services. India has witnessed rapid growth in cellular, radio paging, value-added services, internet and global mobile communication by satellite (GMPCS) services. This is expected to soar in the next few years. Recognizing that the telecom sector is one of the prime movers of the economy, the Government's regulatory and policy initiatives have also been directed towards establishing a world class telecommunications infrastructure in India. The telecom sector in India therefore offers an ideal environment for investment. The telecommunications initiative in the country is lead by Ministry of Communications through the Department of Telecommunication & Department Telecom Services and its undertakings for provision of basic telephone services, national and international long distance communications, manufacture of complete range of telecom equipment, research and development and consultancy services. The Telecom Commission performs the Executive and Policy making functions. The Telecom Regulatory Authority of India performs the functions of an independent regulatory body.

10

SERVICE OFFERED
Telephone Services NSD/ISD Services, Computerized Trunk Services, Pay Phoners, National & International Leased Lines Circuits, Telex, Telegraph Services (Manual & Automatic), X-25 based Packet Switched Data Network (INET), Gateway Packet Switched Data Service (GPSS), Gateway Electronic Data Interchange Service (GEDIS), Gateway E-Mail and Store & Forward FAX Service (GEMS-400), Concert Packet Service (CPS), Satellite-based Remote Area Business Message Network, Electronic Mail, Voice Mail, Audio-Text, Radio Paging, Cellular Mobile Telephone, Public Mobile Radio Trunked Service, Video-Tex, Video Conferencing, V-SAT, Internet, ISDN, INMARSAT Mobile Service, INMARSAT Data Service, Home Country Direct Service, Intelligent Network (IN) Services.

11

HISTORY OF INDIAN TELECOM SECTOR

Telecom sector was a state monopoly until the mid eighties when the liberalization process started. The department of telecommunication (DoT), under the Ministry of Communication administered telecom services. The planning commission, an apex level body, allocated funds for telecom development from government resources. The telecom sector, therefore, competed with other developmental priorities of the government for a share in resource allocation. Planning, engineering, installation, maintenance, management, and operations of telecom services for the whole of India was managed by the DoT, which also lay down and monitored adherence to technical standards and managed frequency usage. The DoT was a monolithic entity, with a huge work force managing the telecom operations of the entire country. The bureaucratic approach and the slow acceptance and induction of new technologies with very little customer orientation were perceived as barriers to growth. Consequently, two new public sector corporations Mahanagar Telephone Nigam Limited (MTNL) and Videsh Sanchar Nigam Limited (VSNL) were set up under the DoT. MTNL was carved out of the DoT and took over the operation, maintenance, and development of telecom services in Mumbai and New Delhi. VSNL was set up to plan, operate, develop, and accelerate international telecom services in India. The government created the corporate organizations in order to allow decision making autonomy and flexibility and facilitate public borrowings which would not have been possible under a government framework. However, policy formulation, regulation and several key decision areas remained with the DoT. A new organization, the Telecom Commission, was created with a wide rang eof executive, administrative and 12

financial powers to formulate and regulate policy and prepare the budget for the DoT. The Telecom Commission had four full time members managing technology, production, services, and finance and four part time members representing the planning commission, department of finance, department of industry, and department of electronics. The key driver for change in the sector was the National Telecom Policy announced in May 1994. It boldly specified its major objectives as telephone demand, achievement of universal service obligation and ensuring world class service to subscribers. This policy also paved the way for private sector participation in telecom services. Objectives of NTP (1994) were Telecom for all the telephone in reach of all. Provision for certain basic telecom service at affordable and reasonable price. World class quality of telecom service. India to emerge as a major manufacturing base and exporter of telecom equipment. Telecom services were categorized into domestic basic (which included basic telephony, telex and fax), domestic value-added services (VAS) which covered all other services such as paging, cellular, data services, VSAT and international basic and VAS. Telecom service liberalization started in 1984, with private sector being allowed to manufacture customer premise equipment. In 1992, service provision was opened for private sector. At this stage government also unbundled basic and VAS. Private operators were allowed to participate in provision of VAS such as cellular and paging services. Subsequently, basic services in the local lop were opened for private operators. Basic service provision had been planned as a duopoly between the DoT and a selected service provider. Several 13

service providers, one for each of the twenty "circles" into which the entire country had been divided would compete with the DoT for basic services. the bidders were valued both on financial and technical parameters. Permissible network technologies were specified and basic service providers were required to base their services on fiber-optic cable and wireless in the local loop as far as possible. Licenses had been granted for an initial period of 15 years and could be extended by another 10 years. Private Service operators were allowed to provide intra-circle long distance service which contributed to almost 60% of the total calls.

The government had mandated that all private basic service operators had to provide 10% of all new lines in rural areas. A weight age of 15% for service provision in rural areas was given at the time of bid selection. A penalty on a per day basis for each telephone not installed sought to prevent companies from delaying meeting rural targets. At the same time, the government encouraged new emerging technologies including local loop wireless, cellular telephony and satellite based communication systems that could help develops rural telecom in a cost effective manner. Inter-circle communication remained under the DoT. VSNL maintained an exclusive license for international services for at least until 2004. Advanced communication services like cellular, paging, e-mail, fax, data transmission over telephone and leased circuits were increasingly being made available by private operators. However, Electronic Data Interchange standards and its adoption had not made much progress largely due to the problems in long distance communication, lack of coordination for adopting standards, and unclear policies in the various departments involved in national implementation. 14

HIGHLIGHTS The telecom muddle is growing murkier and murkier by the day. In addition, so are the claims of the great Indian telecom revolution. 5th largest network in the world, second largest among emerging economies (after China). Annual growth rate of 22% in basic telephone service and over 100% for cellular and Internet services.

Private participation allowed in all types of telecom and IT enabled services. License granted on non-exclusive basis for basic, national long distance, international long distance, Internet, V-Sat services etc.

Foreign equity participation permitted in the telecom service sector. Huge market for all types of telecom equipments for both wire line and wireless, Internet, call centres, etc.

Foreign direct investment of up to 100% permitted for the manufacturing of telecom equipment.

Investment potential across a wide spectrum of telecom service.

15

TELECOM STATISTICS June'06 Total subscribers Tele-density Fiex line Additions during the month Mobile Total additions during the month GSM additions CDMA additions 98.08mn 90.08 45.90mn 0.36mn 52.17mn 0.73mn 1.24mn (0.52) mn July '06 100.15mn 9.26 46.50mn 0.59mn 53.65mn 1.44mn 1.09mn 0.35mn August '06 102.5mn 9.46 47.11mn 0.61mn 55.36mn 1.70mn 1.225mn 0.475mn

STRONG GROWTH CONTINUES Growth in telephony continued in May as the subscriber base reached the 102.5 mn mark. Tele density in May 2006 improved to 9.46% from 9.26% in April 2006. During May 2006, 2.31mn subscribers were added as against 2.03mn subscribers in April 2006. In the fixed segment, a total of 0.61mn subscribers were added during May 2006, taking the subscriber based of fixed line services to 47.11mn. In the mobile segment, total additions during the month summed up to 1.7mn out of which 1.225mn subscribers were added in the GSM segment and the remaining 0.475mn were added in the CDMA segment. Mobile telephone subscriber base witnessed a healthy growth of 1.7mn in May 2006, a strong start to the new financial year. The segment subscriber base grew 3.22% mom to 55.38mn. Bharti remained the overall market leader in both the CDMA and the GSM segments.

16

COMPANY Aircel Digilink India Limited Aircel Limited Bharti Cellular Limited Chennai, Tamil Nadu

CIRCLES Haryana, Rajasthan, U.P. (East)

Delhi (Metro), Mumbai (Metro), Kolkata (Metro), Chennai (Metro), Andhra Pradehs, Gujarat, Haryana, Himachal Pradesh, Jammu & Kashmir, Karnataka, Kerala, Madhya Pradesh, Maharashtra & Goa, Orissa, Punjab, Rajasthan, Tamil Nadu, UP (West), UP (East), West Bengal

BPL Cellular Limited

Mumbai Nadu

(Metro), Kerala, Maharashtra & Goa, Tamil

Vodafone Group

Mumbai, Delhi, Kolkata, Chennai, Gujarat, Andhra Pradesh, Karnataka, Punjab

Idea Cellular Limited

Andhra Pradehs, Maharashtra, Gujarat, Madhya Pradesh, Kerala, Haryana, U.P. (W), Madhya Pradesh

Reliance Telecom Limited Spice Communications Limited

Assam, Bihar, Himachal Pradesh, Kolkata, Madhya Pradesh, North East, Orissa, West Bengal Karnataka, Punjab

17

GSM subscriber base grew 2.91% mom to 43.35mm in May 2006. MTNL continued to witness the highest growth in subscriber additions, driven by strong growth in both Mumbai and Delhi circles. Reliance, IDEA and Bharti followed MTNL in mom growth. Bharti maintained its leadership position with 27.2% of the market share, and contributed 34% to the total GSM additions for the month.

18

GSM SUBSCRIBERS Group Company Bharti BSNL Vodafone IDEA BPL Spice Aircel Reliance MTNL Total Subscribers as of June'08 11,389,370 9,683,687 7,957,297 5,153,483 2,591,969 1,449,110 1,769,643 1,165,318 961,619 42,121,496 Additions in July 415,540 194,302 230,776 210,505 2,405 16,230 16,448 62,581 76,423 1,225,210 Subscribers as on July'08 11,804,910 9,877,969 8,188,073 5,363,988 2,594,374 1,465,340 1,766,091 1,227,699 1,038,042 43,346,706 (%) Growth 3.65 2.01 2.90 4.08 0.09 1.12 0.93 5.37 7.95 2.91

19

The country is divided into 23 Service Areas consisting of 19 Telecom Circle Service Areas and 4 Metro Service Areas for providing Cellular Mobile Telephone Services (CMTS). In terms of old licensing scheme of NTP-1994, 8 licensees for Cellular Mobile Telephone Service in the 4 metro cities of Delhi, Mumbai, Calcutta and Chennai were issued to 8 companies in November 1994. 34 licenses for 18 Territorial Telecom Circles were also issued to 14 companies during 1995 to 1998. MTNL and BSNL were issued licenses for operation of Cellular Mobile Telephone Service as third operator in various parts of the country. In terms of N/TP-99, 17 fresh licenses have been issued to private companies as fourth cellular operator in September/October, 2001, one each in 4 Metro cities and 13 Telecom Circles. Presently there are 78 licenses held by 25 Companies including MTNL & BSNL for CMTS in 23 Service Areas. The old licensees of cellular services were permitted for migration to NTP 1999 regime of revenue sharing which was effective from 1st ?August, 1999. The license fee, excluding spectrum charges for cellular services is 12% of "Adjusted Gross Revenue" (AGR) for Metro Service Areas and category 'A' circles, 10% of AGR for category 'B' Circles and 8% of AGR for category 'C' Circles. In addition to license fees, the cellular licensees pay spectrum charges on revenue share basis of 2% of AGR for spectrum upto 4.4 MHz or 3% of AGR for spectrum up to 6.2 MHz, as the case may be. The charges will be 4% of AGR for spectrum beyond 6.2 MHz, which shall be given if the subscriber base is more than 5 lacs. This spectrum charge of 4% of AGR would also cover allocation of further spectrum, which may become possible to allocate in future subject o availability, to add up to a total spectrum allocation not

20

exceeding 10 MHz + 10 MHz per operator in a service areas. Such additional allocation could be considered only after a suitable subscriber as may be prescribed, is reached. In terms of NTP-99, cellular operators will be free to provide, within their areas of operation, all types of mobile services including voice and non-voice messages, data services and PCO's utilizing any type of network equipment, including circuit and/or package switches that meet the relevant International Telecommunication Union (ITU)/Telecom Engineering Centre (TEC) standards. CIRCLE WISE SUBSCRIBER BREAK-UP March Circle Subscribers Metro A B C Total 11,209,221 15,294,753 13,012,795 2,604,727 42,121,496 Subscribers 11,429,887 15,729,700 13,447,817 2,739,302 43,346,706 1.97 2.84 3.34 5.17 2.91 25.9 35.3 30.0 6.0 April (%) Growth % Share

In UP-West (B Circle) the service provider includes Idea mobile, Bharti Cellular, BSNl, Essar, Idea mobile is the leader in this circle as it was the first service provider in this circle. The strength of the various service providers in the first quarter of 2006 is as shown below:

Operators

Jan'2008 21

Feb'2008

Mar'2008

Ideal Mobile Bharti Cellular BSNL Vodafone Aircell

582755 358706 513580 115017

622814 367748 508972 135905

634515 381787 512454 153034

22

COMPANY PROFILE

About Aircel
The Aircel group is a joint venture between Maxis Communications Berhad of Malaysia and Sindya Securities & Investments Private Limited, whose current shareholders are the Reddy family of Apollo Hospitals Group of India, with Maxis Communications holding a 23

majority

stake

of

74%.

Aircel commenced operations in 1999 and became the leading mobile operator in Tamil Nadu within 18 months. In December 2003, it launched commercially in Chennai and quickly established itself as a market leader a position it has held since.

Aircel began its outward expansion in 2005 and met with unprecedented success in the Eastern frontier circles. It emerged a market leader in Assam and in the North Eastern provinces within 18 months of operations. Till today, the company gained a foothold in 18 circles including Chennai, Tamil Nadu, Assam, North East, Orissa, Bihar, Jammu & Kashmir, Himachal Pradesh, West Bengal, Kolkata, Kerala, Andhra Pradesh, Karnataka, Delhi, UP(West), UP(East), Maharashtra & Goa and Mumbai.

The Company has currently gained a momentum in the space of telecom in India post the allocation of additional spectrum by the Department of Telecom, Govt. of India for 13 new circles across India. These include Delhi (Metro), Mumbai (Metro), Andhra Pradesh, Gujarat, Haryana, Karnataka, Kerala, Madhya Pradesh, Maharashtra & Goa, Rajasthan, Punjab, UP (West) and UP (East).

Aircel has won many awards and recognitions. Voice and Data gave Aircel the highest rating for overall customer satisfaction and network quality in 2006. Aircel emerged as the top mid-size utility company in Businessworlds List of Best Mid-Size Companies in 2007. Additionally, Tele.net recognised Aircel as the best regional operator in 2008.

24

With over 25 million happy customers in the country, Aircel is a full-fledged national operator.

Aircel Products
Innovation almost solves all the problems! And when innovation and technology joins hand, it brings revolution!

Now experience a revolution with Aircel Products. Aircel offers a bouquet of Innovative products that are unique & simple to use with a single minded objective of solving a real problem. Our products are unique in a various ways to keep you one step ahead. We are focused on demonstrating our versatility in creating value to our subscribers through innovative products. Explore your world of possibilities by subscribing to Aircel's innovative! Select your circle to proceed.

25

Aircel Customer Care

Welcome to Aircel Customer Care! We at Aircel strive to provide the best in class mobile services. Aircel takes you directly into the future with the world class edge-enabled network and best in class customer service.

In this section you will be able to Find answers to your general queries (FAQs) Learn tips (short cut keys) for frequently used Aircel services(Instant Services) Register your suggestions/Queries/Requests and complaints.(Feedback Form) To Log your issues with Nodal Officers Understand Registration and de-registration process for "Do Not Disturb

Registry" o o o o o o o Learn the different ways to contact us. Circles Andhra Pradesh Assam Bihar Chennai Delhi Himachal Pradesh Jammu & Kashmir

26

o o o o o o o o o o o

Karnataka Kerala Kolkata Maharashtra Mumbai North East Orissa Tamil Nadu UP East UP West West Bengal..

27

Aircel is a mobile phone service provider in India. It offers both prepaid and postpaid GSM Aircel is a mobile phone service provider in India. It offers both prepaid and postpaid GSM cellular phone coverage throughout India. Aircel is a joint venture between Maxis Communications of Malaysia and Apollo Hospital Enterprise Ltd of India. UTSB has a 74% stake in Aircel and the remaining 26% is with Apollo Hospitals. It is Indias fifth largest GSM mobile service provider with a subscriber base of over 27.7 million, as of October 31, 2009. It has a market share of 12.8% among the GSM operators in the country. As on date, Aircel is present in 18 of the total 23 telecom circles (including Andhra Pradesh, Assam, Bihar & Jharkhand, Chennai, Delhi & NCR, Himachal Pradesh, Jammu & Kashmir, Karnataka, Kerala, Kolkata, Mumbai, North East, Orissa, Rest of Maharashtra & Goa, Rest of Tamil Nadu, Rest of West Bengal, Uttar Pradesh East, Uttar Pradesh West) and with licenses secured for the remaining 5 telecom circles, the company plans to become a pan-India operator by 2010. Additionally, Aircel has also obtained permission from Department of Telecommunications (DOT) to provide International Long Distance (ILD) and National Long Distance (NLD) telephony services. It is also a category A ISP. It is also having the largest service in Tamil Nadu. Aircel Business Solutions (ABS), part of Aircel, is an ISO 9000 certified company. ABS is a registered member of WIMAX forum both in the Indian and International Chapters. ABS product range includes enterprise solutions such as Multiprotocol Label Switching Virtual Private Networks (MPLS VPNS), Voice over Internet Protocol (VOIP) and Managed Video Services on wireless platform including WIMAX.

28

Aircel has won many awards for its services. Aircel was honored at the World Brand Congress 2009 with three awards, Brand Leadership in Telecom, and Marketing Campaign & Marketing Professional of the Year. Aircel was honored by CMAI INFOCOM National Telecom Award 2009 for, Excellence in Marketing of New Telecom Service. Aircel had been selected as the best regional operator in 2008 by Tele.net. Aircel was rated as the top mid-size utility company in Business Worlds List of Best Mid-Size Companies in 2007. Aircel got the highest rating for overall customer satisfaction and network quality in 2006 by Voice and Data. Aircel is one of the sponsors of the Indian Premier League Cricket Team Chennai Super Kings, which is captained by Mahendra Singh Dhoni. It is also the major sponsors for Chennai Open (the only ATP tennis tournament in India), and Professional Golf Tour of India. Maxis, Aircel's majority stake holder at that time, raised RM11.2 billions (USD 3.36 billions) for its shareholders (UTSB), making it the largest IPO in Malaysia and Southeast Asia. Aircel boat. Aircel placed an actual dinghy lifeboat to a downtown billboard. A rope with a sign reading, In case of emergency, cut rope, held up the branded raft. July 15, 2009 the monsoon arrived and so did Aircel customer service. The dinghy was cut down and pedestrians were safely transported. What Aircel calls Corporate Social Responsibility A Solution. The company was able to generate positive publicity and show consumers that they care.

29

Beautification of Anna Flyover has been taken up Aircel for a period of three years, the contract has been awarded by TNRIDC and executed by Chennai based outdoor advertising agency [Abra Media Networks http://www.abramedia.in/]. This project boasts of first of its kind lighting solution for the entire strech of the bridge and many other landscapes to enhance the look of the whole bridge. as far as the utility is concerned, they are building a dedicated toilet for the police guarding the Anna Flyover and the US Embassy. Once this flyover is being beautified, Aircel plans to maintain it for 3 years. Usaha Tegas Sdn Bhd also owned telecommunication assets in Sri Lanka (SLT) and Indonesia (Axis), UTSB is one of the largest privately owned company in Malaysia the owner of UTSB is a Tamil of Sri Lankan origin Ananda Krishnan and he is the second richest person in Malaysia) They got the 3-G permission on these state.

30

SOME OF THE MOST POPULAR TELECOM COMPANIES IN INDIA:

A.P TELECOM

A.P.-telecom officer's service telephone numbers can be viewed by clicking the concerned telecom district. A.P. telecom circle is serving the whole state of Andhra Pradesh including the twin cities of Hyderabad and Secundrabad. ASC ENTERPRISES LIMITED (ASCEL) Ascel is a multi venture corporate heralding the "convergence" era in our country, focusing on nationwide retailing of time (telecom, information & learning, media, entertainment) products & services, satellite and digital wireless communication ventures for provision of infrastructure, services and solutions among other initiatives. BANGALORE TELECOM Bangalore telecom system is a communications window to the rest of the world. Offer a wide range of telecom services from basic telephone service to high speed data circuits. BHARTI ENTERPRISES Established in 1985, Bharti has been a pioneering force in the telecom sector with many firsts and innovations to its credit, ranging from being the first mobile service in Delhi, first private basic telephone service provider in the country, first Indian company to provide comprehensive telecom services outside India. COMMSOUTH Commsouth was founded in Chennai, in the mid nineties; Commsouth has grown steadily and established sound positions in the mobile telephony and telecom management software market. 31

CELLEBRUM Cellebrum is a company of M Corp global group with interests in the field of telecom solutions, office automation and information technology and value added services. Asias leading value-added mobile services and solutions provider on platforms like sms / ivrs / wap / gprs / ussd etc. CRICKET COMMUNICATIONS Cricket is the operating subsidiary of leap wireless international, a customer-focused company providing innovative mobile wireless services targeted to meet the needs of customers who are under-served by traditional communications companies. ESSAR GROUP

The Essar group is one of Indias largest corporate houses with interests spanning the manufacturing and service sectors in both old and new economies: steel, power, shipping, constructions, oil & gas and telecom.

IDEA CELLULAR

India's leading GSM mobile services operator, idea cellular has licenses to operate in 11 circles. With a customer base of over 17 million, idea cellular has operations in Delhi, Maharashtra, Goa, Gujarat, Andhra Pradesh, Madhya Pradesh, Chattisgarh, Uttaranchal, Haryana, UP-west, Himachal Pradesh and Kerala. Idea acquired spice telecom which was operating in Karnataka and Punjab. Idea cellular footprint currently covers approximately 45% of Indias population and over 50% of the potential telecom-market. As a leader in

32

value added services, innovation is central to idea's vas factory. It is the first cellular company to launch music messaging with 'cellular jockey', 'background tones', 'group talk', a voice portal with 'say idea' and a complete suite of mobile email services. INTERNET & MOBILE ASSOCIATION OF INDIA The internet & mobile association of India (IAMAI) is a not-for-profit industry body registered under the SOCIETIES ACT, 1896. Its mandate is to expand and enhance the online and mobile value added services sectors.

JP MOBILE, INC. JP Mobile is a solid, well-established company, a true pioneer in the enterprise mobility market. They are a privately held company with solid financial backing. They offer sure wave mobility suite, a comprehensive wireless mobility solution for enterprises, carriers, system integrators and independent software vendors. LOOP MOBILE Loop mobile (BPL mobile now rebranded as loop mobile), represents growth with continuity. While we constantly work towards giving our subscribers a better network, innovative products and a superior mobile telephony experience, our subscribers can be assured of the same focus and commitment in providing the best network coverage, billing accuracy, and an unmatched personalized customer service. MTNL DELHI MTNL Was Set Up On 1st April, 1986 By The Government Of India To Upgrade The Quality Of Telecom Services, Expand The Telecom Network, Introduce New Services And To Raise Revenue For Telecom Development Needs Of India ? Key Metros ? S

33

Delhi, The Political Capital And Mumbai, The Business Capital Of India MTS - SHYAM TELECOM Sistema Shyam teleservices limited is a joint venture company between sistema of Russia and Shyam group of India. Currently they operate in the states of Rajasthan, Tamil Nadu, Kerala, Bihar, West Bengal and Jharkand. RELIANCE COMMUNICATIONS Reliance Communications has a reliable, high-capacity, integrated (Both Wireless and Wireline) and convergent (Voice, Data and Video) digital network. It is capable of delivering a range of services spanning the entire infocomm (Information and Communication) value chain, including infrastructure and services for enterprises as well as individuals, applications, and consulting. RELIANCE INFOCOM The Reliance group founded By Dhirubhai H. Ambani (1932-2002) is India's largest business house RELIANCE INFOCOMM Reliance Infocomm will offer a complete range of telecom services, covering mobile and fixed line telephony including broadband, national and international long distance services.

SHYAM TELECOM LIMITED

34

Shyam telecom is pioneer in Telecom Industry. It has revolutionized the industry with development of innovative products. Shyam group commenced its operations in 1974 to introduce up-to-date telecommunication technology. SONY ERICSSON Sony Ericsson mobile communications offers mobile multimedia consumer products for people who appreciate the possibilities of powerful technology. SPICE TELECOM Spice telecom the brand name of spice communications limited is presently operating cellular phone services in the states of Punjab and Karnataka. Considered as one of the best providers of mobile telephony in India. TATA INDICOM Tata teleservices ltd offers its products and services to customers across India under the name of "Tata Indicom". Tata teleservices limited is Indias leading private basic service operator. TELEMATIC ENGINEERS (P) LTD. Established in 1993, the TEPL network spans across the central western India, with service and distribution centres of its own. Since its establishment, TEPL has been foremost in bringing global technology to the Indian market. TOUCHTEL A Bharti group company offering landline, dsl in metros

VIDESH SANCHAR NIGAM LIMITED VSNL incorporated on April 1, 1986 under the Indian Companies Act, 1956 to take over the activities of the erstwhile overseas communication services (OCS). The company operates a network of earth stations, switches, submarine cable systems, and value added service nodes to provide a range of basic and value added services.

35

VODAFONE ESSAR Vodafone essar in India is a subsidiary of Vodafone group plc and commenced operations in 1994 when its predecessor Hutchison telecom acquired the cellular license for Mumbai. Vodafone essar now has operations in 16 circles covering 86% of Indias mobile customer base, with over 34.1 million customers.

YOUR BILL BUDDY Your bill buddy.com is your one-stop solution for finding the best mobile plan in market for yourself. Also you can send free sms to your friends.

36

On the job training

1. On The Job Training (OJT) gives a practical exposure and helps in acquiring the on road skills. 2. First and foremost objective is to sell the Sim and Vouchers in open commodity & acquired the existing market. 3. To gain the complete knowledge about the products of Aircel. 4. To generate the leads through the survey. 5. To sort out the prospective leads from the data I have collected through the survey. 6. To build the relation ship with the new customers and to follow up them, make sure that they are satisfied with the product. 7. To maintain good relationship with the corporate employees. 8. To get more references from the customers and generate new leads by following a chain process. 9. To introduce Aircel to those people who dont have any knowledge about Aircel and its products and services. 10. To find out the customer awareness on booming telecom market and to find out of the people. 11. The make the customer aware of the benefits of the product and convince him to use the services.

37

Things which I learnt from OJT

1. We have to achieve our target within due time (do or die) 2. I have to know more than my clients. 3. Keep Patience 4. To understand the clients perception (how to motivate them). 5. Enjoyment is also a part of work(work-life balance)

Achievements
In these days I have got the knowledge buying habits of the customers at some extent. Now I dont feel any problem to talk with any retailer. At last I have motivated those retailers who dont have interest to sell the service of my company, and I promised to retailer as soon as possible I shall solve your problems.

38

Scope of Study
Every works has some has some of the scope. The scopes are: The scope of this project is that it gives the enough scope to the company to know the need of the customers of Meerut. They can know about the buying behavior of the customer. Living standard of the people of Meerut according to their income. The other scope of this project is it helps the company by which they solve the problem of the customers and make the good relationship with the customers.

Aircel Presents Pocket Internet Pack @ Rs. 14* wherein you will get multiple goodies like Unlimited surfing for 3 days, uploading & downloading on your GPRS enable handset & to your laptop/computer. Also with this pack you can download some free 39

content downloads i.e. wallpapers & games through a specific WAP URL on your mobile handsets only. Read more

Aircel presents Pocket Internet Pack @ 98* at a very nominal cost wherein you will get multiple goodies like unlimited surfing, uploading & downloading on your GPRS enable handset & to your laptop/computer. Also you can download some free content downloads i.e. wallpapers & games through a specific WAP URL on your mobile handsets only.

40

Aircel introduces Dialer Tunes! Get rid of boring Tring Tring and make your callers listen to latest tunes. Dial 53000, Registration Rs.30, call Rs.3/min. Song Download Charges : Free What is Caller Ring Back Tone? Caller Ring Back Tone (CRBT) is a special feature through which the calling party can hear a song or music instead of the default "tring tring" tone. How to activate CRBT service? In order to get the CRBT service activated the subscriber has to register with the CRBT service by calling 53000 and follow the instructions played by IVR. Once the user has registered for CRBT service the calling party will hear the song instead of the default ringing tone ("Tring Tring"). Subscriber will be confirmed with an SMS message of service activation. Will the subscriber be charged for the service? Yes, there will be a subscription charge and a charge for every song downloaded. No song download charges. How to dedicate a special song to a particular user or change a song? To change the selected song or to dedicate a special song to another user the subscriber has to call 53000 and follow the instructions which will play by IVR, While selecting the song it will play, whether to dedicate to all or a particular number. Through this the subscriber can dedicate a specific song for a specific subscriber. Whenever this subscriber calls, he or she will get to hear the special song dedicated to the calling number. Select a new song and either assign the song for all the callers or to 41

particular caller so that the previous song will be replaced with the newly selected song. Subscriber will be confirmed with an SMS message of song change. What is CRBT Album? Songs are grouped under special groups called albums. One can select an album as their CRBT from the available list of albums. Songs will be played randomly to the caller from the selected album. To change or to deregister the album, call the IVR at 53000 and follow the instructions. What is Caller Ring Back Tone? Caller Ring Back Tone (CRBT) is a special feature through which the calling party can hear a song or music instead of the default "tring tring" tone. How to unregister the CRBT service? The user can deregister from the CRBT service by calling the short code 53000 and follow the instructions played by IVR. Select the account details or profile management and can do deregistration of a single number or all. Once the subscriber is unregistered the calling party will not hear the song anymore and only the default "tring tring" will be played. The User can also unsubscribe from this service, by calling Aircel Customer care at 09854012345 (Applicable for both prepaid and post paid subscribers of Assam Circle. How to deactivate the special song dedicated to another user? The user can remove the song dedicated for a particular subscriber by calling 53000 and follow the instructions played by IVR. Select the account details or profile management and can do deregistration of a single number. After removing the dedicated song the particular subscriber will hear the default song selected for all.

42

RESEARCH METHODOLOGY
MEANING OF RESEARCH
Research in common parlance refers to a search for knowledge. One can also define research as a scientific and systematic search for pertinent information as a specific topic. In fact, research is an are of scientific investigation. The Advanced Learners Dictionary of Current English lays down the meaning of research as a careful investigation or inquiry specially through search for new facts in any branch of knowledge. Redman and Mory define research as a

systematized effort to gain new knowledge. Some people consider research as movement, a movement from the known to the unknown. It is actually a voyage of discovery. We all possess the vital instinct of inquisitiveness makes us probe and attain full and fuller understanding of the unknown. This inquisitiveness is the mother of all knowledge and the method, which man employs for obtaining the knowledge of whatever the unknown, can be termed as research.

Research is an academic activity and as such the term should be used in a technical sense. According to Clifford Woody research comprises defining and redefining problems, formulating hypothesis or suggested solutions; collecting, organizing and evaluating data; making deductions and reaching conclusions; and at last carefully testing the conclusions to determine whether they fit the formulating hypothesis. D.Slesinger and M Stephenson in the encyclopedia of Social Sciences define research as the manipulation of things, concepts or symbols for the purpose of generalizing to extend, correct or verify knowledge, whether that knowledge aids in construction of theory or in 43

the practice of an art Research is , thus, an original contribution to the existing stock of knowledge making for its advancement. It is pursuit of truth with the help of study, observation , comparison and experiment. In short, the search for knowledge through objective and systematic method of finding solution to a problem is research. The systematic approach concerning generalization and the formulation of a theory is also research. As such the term research refers to the systematic method consisting of enunciating the facts and reaching certain conclusions either in the from of solutions(s) towards the concerned problem or in certain generalizations for some theoretical formulation.

The respondents were selected from the Meerut. This region is the one of the most densely populated region with the average per capita income and this region hosts a number of government, and corporate offices. Thus, there are huge numbers of people with high disposable income. After getting the knowledge from the executive of Aircel, an idea about the profile of the customers seeking the scope of network services were identified. According to the executive, Government employees, Business Executives, Business Men, etc. are the buyers of such products. For the consumers survey the sample size taken was 50 and the sampling method was quota sampling. The research location assigned for the project was Aircel office, market and our pear & dear.

44

Data collection method

Basically two types of data collection method are used in this project. 1) Primary Data collection Method: To collect primary data following plan was carried out: In order to test the impact of recession on an extensive customer survey was conducted with the help of formally designed questionnaire. In the view of time and cost constraints, a sample size of 50 was considered sufficient. A much larger of calls, however, had to be made, for obtaining 50 successful interviews. All the respondents were chosen randomly from a stratum of people who sell the network services. So this sampling can also said as stratified random sampling.

2) Secondary Data collection Method:For this study a great deal of data was collected through various business magazines, business newspapers, and websites. We also get the data from different distributors and retailers, those having relevant data which I need.

45

DATA ANALYSIS
SAMPLE DISTRIBUTION

Retailers and Distributors

CATAGORY Retailer Distributors

FREQUENCY 47 3

PERCENTAGE 94% 6%

F R E Q U E N C Y D IS T R IB U T O N S

D IS TR IB U TO R S , 3, 6% R E TA ILE R S D IS TR IB U TO R S R E TA ILE R S , 47, 94%

46

SELLING FREQUNCY OF AIRCEL SERVICE

CATAGORY ONLY AIRCEL COMBINED

FREQUENCY 8 42

PERCENTAGE 16% 84%

S E L L IN G F R E Q U E N C Y
C O M B IN E D , 4 2 50 40 30 20 10 0 O N L Y A IR C E L , O8N L Y A IR C E L , C O M B IN E D , 84% 16% FREQUE NCY P E R C E N TA G E

O N L Y A IR C E L C O M B IN E D N U M B ER

47

48

DATA INTERPRETATION

AIRCEL

49

Show the revenue of the AIRCEL Company weekly wise. It is the revenue of the retailers.
REVENUE(WEEKLY WISE)

AIRCEL AIRTEL IDEA VODAFONE TATADOCOMEO RIM(CDMA)

WEEKLY REVENUE

173750

291000 89000

124300

89850

123250

TOTAL REVENUE
350000 300000 250000 REVENUE 200000 WEEKLY REVENUE 150000 100000 50000 0
TE L EO RI M ID EA CE L FO NE O CO M AI R AI R DM A)

VO DA

COMPANY NAME

TA T

AD

50

(C

Show the weekly activation of retailers among the sample size.

WEEKLY ACTIVATION

TOTAL ACTIVATION

AIRCEL AIRTEL IDEA VODAFONE TATADOCOMEO RIM(CD MA) 2350 373 557 345 486 8

WEEKLY ACTIVATION
2500 2000 ACTIVATION 1500 TOTAL ACTIVATION 1000 500 0
TE L EO RI M ID EA CE L FO NE O CO M AI R AI R DM A)

VO DA

COMPANY NAME

TA T

AD

51

(C

Show the level of satisfaction of the retailers about the AIRCEL Company.
WEEKLY RETAILER SATISFACTION AVERAGE SAMPLE SIZE 8 GOOD 9 BEST 26

SAMPLE SIZE

30 25 20 SAMPLE SIZE 15 10 5 0 SAMPLE SIZE AVERAGE 8 GOOD 9 SATISFACTION BEST 26

52

People know about Aircel service through 30 % Friends Advertisement Other Sources Total Friends 70% Advertisements 30 70 5 105 5% Other Sources 30% 70% 5% 105%

70 60 50 40 30 20 10 0
friends advertisements other sources

INTERPRETATION: Hence maximum respondent know about Aircel through advertisement

53

Feature of Aircel forced people to use Aircel is 35% Advertisements 35%Goodwill Advertisements Connectivity Schemes Goodwill 30 70 5 105 30% 70% 5% 105% 20% Connectivity 10%Schemes

advertisement connectivity schemes goodwill

54

Peoples first choice of cellular service when they want to use mobile phone IDEA 45% vodaphone 30% Aircel 8% RELIANCE 10% TATA INDICOM 5% OTHERS 2%

AIRTEL Idea TATA INDICOM RELIANCE Aircel OTHERS

55

Feature of Aircel is better than the peoples previous cellular service.

Advertisements 25%

Connectivity 60%

Schemes 15%

ADVERTISEMENTS CONNECTIVITY SCHEMES

56

Aircel users in peoples phone book Less than 30% 30% - 70% More than 70% : : : 15% 25% 60%

0-30 30-70 70-100

Type of advertisement mostly like by people in IDEA is Audio Visual Print Audio : : : 85% 2% 13%

Audio Visual Print Audio

57

People like most in Aircel is NOKIA + Aircel IDEA MAGIC Postpaid services IDEA Broadband : : : : 86% 5% 8% 1%

NOKIA +AIRTEL AIRTEL MAGIC Postpaid services Aircel

Service liked by people most in IDEA is IDEA missed you service Ring tones Hello tunes : : : 63% 15% 22%

58

AIRTEL missed you service RINGTONES

Type of recharge cards liked by people

HELLOTUNES

More talk time More validity Both

: : :

23% 15% 62%

More talktime

IDEA is #1 in India

More validity Both

Yes No

: :

95% 5%

59

FINDINGS AND CONCLUSIONS

AIRCEL is the second leading network company. There is prospect to become number one company in the market. AIRCEL sells more SIM than AIRTEL in this time and giving more benefit to the customers. They are trying to solve the network problems and focus on the more network towers. They are giving more margins to retailers and distributors regarding any other network companies. They are also giving more focus on customer relationship. Customers problems in value added service in AIRCEL Company. It should be solved quickly. They are trying to make more dealer/distributors in every area for convenient of retailers and customers. They will get easily sim and voucher any time. AIRCEL are giving the gift items regularly to the retailers for who fulfill the selling target. Retailers are more interested to sell the SIM in slab (during the scheme time).

60

PROBLEM OBSERVED THROUG SERVEY

Vouchers not recharged easily. Network failure (poor network). Proper balance is not confirmed on SIM. Second month balance is not available in the purchase SIM according conditions. Automatic service activated. Rejection paper is not available. Most of the retailer is interested towards activation not in revenue. to the

61

 Problem in Rs 1 power.

Limitation of Study
Every work has its own limitation. Limitation are extend to which the process should not exceed. The following limitations for the project are: 1. Duration of the project was not enough to make our conclusion on such a vast subject. Time constraints has been also become a major limitation. 2. The sample size taken for drawing the conclusion was not sizeable. 3. Customer ignorance was faced during discussions with respondents. 4. Getting accurate response form the respondents due to their inherent problems. They may be partial or refuse to cooperate. 62

63

CONCLUSIONS

After the depth study of all the current situation of the market, I come to this conclusion that the Indian market is so open and vast for the telecom service. There is a great opportunity in the telecom service. if they provide better and consistent network in the coming years then ,they would be number one telecom provider company.

SWOT ANALYSIS STRENGTH: --1. Flexible and better plan for the customers. 2. Giving more margins to the retailers and distributors. WEEKNESS: --1. Network problem (poor network). 2. Automatic update VAS. OPPURTUNITY: --1. They got the license of 3-G service in 13 circles. 2. It was the first company to launch the PPS plan. THREATS: --1. Network coverage with competitors (Vodafone, Airtel).

64

SUGGESTIONS

65

SUGGESTIONS
1. We give the following suggestion that can be implemented to increase the customers satisfaction and profitability of the company.

2. Supply and distribution should be improved during summer.

3. There should be regular survey to ensure that the salesman are distributing the products evenly and not doing favor to certain retailers and ask for tips.

4. The competency of the distributors should be assessed.

5. More distributors should be created where the distributors are less.

6. It should not rely upon the existing advantage but should give more new advantage: For example a) Offering gifts to the customers on buying SIM during a specific time. b) They should give dress having the logo of AIRCEL to the salesman to motivate and advertisement.

7. More emphasis should be given in retaining and building loyalty among the retailers while at the same time the new retailers should be encouraged.

66

The company can built database about suppliers, distributors and retailers and interact with customers through internet. The company can use internet to facilitate information exchange, take orders and in making transactions with retailers.

8. Public welfare schemes should be undertaken so as to build a closer relation with the customers.

9. It should be more focus on customer call during the problems. 10. It should expand the network coverage.

67

AIRCEL

BIBLIOGRAPHY

BIBLIOGRAPHY

Summer Internship Simplified by Uddyan Das. Marketing Management by Philip Kotler ,& Kellar Research Methodology by C.R. Kothari. www.aircel.com. www.wikipedia.org/wiki/Aircel www.google.com www.scribd.com Other source.

68

APPENDIX

QUESTIONAIRE NAME OF RETAIL SHOP: ---NAME OF RETAILER: --------Q1. ARE YOU RETAILER OF AIRCEL COMPANY? 1. YES 2. NO.

Q2. ARE YOU SATISFIED WITH AIRCEL SERVICE? 1. YES 2. NO.

Q3. IS AIRCEL CO. GIVING YOU MORE MARGINS ON SIM AND VOUCHER? 1. YES 2. NO.

Q4. IN WHICH ITEMS, YOU ARE INTERESTED TO SELL MOST? 1. SIM 2.VOUCHER.

Q5. DOES COMPANYS MAN VISIT YOUR RETAIL SHOP REGULARLY? 1. YES 2. NO.

69

Q6. IS COMPANY PROVINDING YOU REGULAR STOCKS? 1. YES. 2. NO.

Q7. BEHAVIOUR OF COMPANYS MAN IS GOOD FOR YOU? 1. YES. 2. NO.

Q8.GIVE THE OPINION ABOUT AIRCEL CO.WHICH CAN BE IMPLEMENTED.

Q9 Do you want to buy Idea sim card? Yes No Cant say now Q10 Which factor do you considered while buying Idea Cellular Limited Products? Network Schemes Brand image Call Charges If other than please specify. Q11 From how long do you use Idea simcard? less than a year 1 to 3 year More than 3 years Q12 Have you seen any advertisement of Idea Cellular Limited? Yes No Q13 Do you face network problem any time? Sometime Never 70

Often Q14 In which area of service in idea simcard do you want to improve? Network Quality Schemes Call Charges. Q15 Do you satisfied with the service of Idea Cellular Limited? Yes No.

71

MARKET MAPPING FORMAT R=REVENUE A=ACTIVATION

name of Contact AIRCEL AIRTEL IDEA TATA VODAFONE RIM retailers Person DOCOMO name R A R A R A R A R A R A

This is the weekly mapping report of retailers .I observed all the data from retailers according to their weekly sell of SIM and VOUCHERS.

72