A SUMMER TRAINING PROJECT REPORT ON A STUDY ON YOUTH PREFERENCE IN TELECOM INDUSTRY WITH SPECIAL REFERENCE TO AIRTEL

SUBMITTED FOR PARTIAL FULFILLMENT OF

TWO YEAR FULL TIME DIGREE OF

MASTER OF BUSINESS ADMNISTRATION (MBA) (2010-2012) (APPROVED BY AICTE & AFFILIATED TO MTU)

UNDER THE SUPERVISION OF: MR.BHOOPENDRA RAJAWAT ZONAL MANAGER (AIRTEL) SEMESTER AGRA 1003070057

SUBMITTED BY SUNIL KUMAR MBA-3 RD ROLL NO-

INDERPRASTHA ENGINEERING COLLEGE GHAZIABAD

(63, SITE-IV, SURYA NAGAR FLYOVER ROAD, SHAHIBABAD, GHAZIABAD, U.P.)

TABLE OF CONTENTS
CHAPTER NO. 1. 1.1 1.2 1.3 2. 2.1 2.2 2.3 2.4 3. 3.1 3.2 3.3 4. 5. 6. 7. 8. 9. 10. TOPIC ACKNOWLEDGEMENT PREFACE DECLARATION EXECUTIVE SUMMARY PAGE NO. 3 4 5 6-8 9-10

INTRODUCTION OBJECTIVE OF THE PROJECT SCOPE OF THE PROJECT LIMITATIONS OF THE PROJECT ORGANIZATION PROFILE ABOUT THE COMPANY COMPANYS MISSION COMPANYS VISION PRODUCTS AND SERVICES RESAERCH METHODOLOGY RESEARCH DESIGN SAMPLE SIZE RESEARCH TECHNIQUE DATA ANALYSIS CONCLUSION RECOMMENDATION SUGGESTIONS SWOT ANALYSIS APPENDIX BIBLIOGRAPHY

21-46

47-50

51-67 68-69 70-71 72-73 74-77 78-83 84-85

ACKNOWLEDGEMENT
I am sincerely thankful to all those people who have been giving me any kind of assistance in the making of this project report. I express my gratitude to Mr. Bhoopendra Singh Rajawat (zonal manager, AGRA), who has through his vast experience and knowledge has been able to guide me, both ably and successfully towards the completion of the project. I express my gratitude , Inderprastha Engineering College. I would hereby, make most of the opportunity by expressing my sincerest thanks to all my faculty whose teachings give me conceptual understanding and clarity of comprehension, which ultimately made my job more easy. Credit also goes to all my friends whose encouragement kept me in good stead. Last of all but not the least I would like to acknowledge my gratitude to the respondent without whom this survey would have been incomplete. I am also thankful to authority of Airtel for providing me the information. SUNIL KUMAR ROLL NO-1003070057

PREFACE
In todays customers centered market consumers have more choice because of their different habits attitude personality, opinions, perception etc. and therefore they have really become choosy. And so it is important to know the preference and decisions of consumers and why they buy one specific product when other is equally attractive. The project title Youth Preference of Telecom Industry with special reference to Airtelis the analysis of the youth preference. The project involves the big scale level and sales promotionprovided by Airtel to its consumers. The survey was conducted so as to analyze the youth preference in the current industry and the improvement that can made upon it. Market research study has been conducted in order to bring out the picture of youth preference that exists in this industry. The differences in the service quality that exists in the market.What the youth customers preference in services provided by airtel?

(Sunil Kumar)

DECLARATION
I do hereby declare that the research project entitled Youth Preference of Telecom Industry with special reference to Airtel is submitted as a part of my Summer Training Project for the MBA program. The project has been done under the able guidance Mr.Bhoopendra Singh Rajawat (zonal manager, AGRA). of

This project has not been submitted elsewhere for the award or any degree.

Sunil Kumar Roll no-1003070057

EXECUTIVE SUMMARY

EXECUTIVE SUMMARY
The project is an extensive report on how the Airtel Company marks its strategies and how the company has been able to tackling the present tough competition and how it is cooping up by the allegations of the quality of its products. The report begins with the history of the products and the introduction company. This report also contains the basic marketing strategies that are used by the Airtel Company of manufacturing process, technology, production policy, advertising, collaboration, export scenario, future prospect and government policies. The report includes some of the key salient features of market trend issues. In todays world of cutthroat fierce competition, it is very essential to not only exist but also to excel in the market. Todays market is enormously more complex. Hence forth, to survive in the market, the company not only needs to maximize its profit but also needs to satisfy its customers and should try to build upon from there. This research report has been prepared to satisfy dual purpose. The market survey done will let us know about the consumers habits, buying criteria, inspiration rate, time period, and frequency rate, and place, effect of an advertising and sales promotion and secondary data will give us an inside into newspaper and trend of last couple of years.

It contains the information related to the companies profile and sales promotion of Airtel than research methodology, analytical part, findings suggestion, recommendation and conclusion is given at the end. The bibliography and appendix is also given for know more about the sample and other information related to telecom markets. I hope these will serve the purpose.

And all these work is done not only for the publicity or for advertising but its main motive is to attract the eyes and mind of the todays generation so that the youth of twenty first century preference in telecommunication industry. This all is done by the current company to make itself the most trusted and preferred company. On the basis of my training programmed, I have tried my best to arrange the work in a systematic and chorological way. However to cover the detailed information of the organization in such a short period was not possible. Despite the inherent shortcomings of the study, a genuine attempt was made on my part see that the study was carried out in the right respective. Finally this research report was really good learning process for me and gave this opportunity to compare the theoretical knowledge gain with the practical aspects and difficulties that come across in real life.
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INTRODUCTION

10

1. INTRODUCTION
My summer training program is under Airtel, the leading telecom company of BHARTI GROUP whose corporate office is in New Delhi. Airtel is an Indian communications company with operations in 19 countries that are around Asia and Africa and they have over 200 million customers. Airtel deals with mobile telecommunication, home phone lines, broadband internet and other telecom solutions. 'Business Week' rated Airtel as the 6th best performing Technology Company in the world. Airtel is also a digital TV company and has recently added another 41 new channels to their digital TV package Airtel is largest provider of mobile telephone and second largest provider of fixed telephone in India, and is also a provider of broadband and subscription television services. It offers its telecom services under the Airtel brand and is headed by Sunil Bharti Mittal. BhartiAirtel is the first Indian telecom service provider to achieve the Cisco Gold Certification. To earn Gold Certification, BhartiAirtel had to meet the rigorous standards for networking competency, service, support and customer satisfaction set forth by Cisco. The company also provides landline 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.

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Sunil Bharti Mittal founded the Bharti Group. In 1983, Sunil Mittal was into an agreement with Germany's Siemens to manufacture the company's push-button telephone models for the Indian market. In 1986, Sunil Bharti Mittal incorporated Bharti Telecom Limited (BTL) and his company became the first in India to offer push-button telephones, establishing the basis of Bharti Enterprises. This firstmover advantage allowed Sunil Mittal to expand his manufacturing capacity elsewhere in the telecommunications market. By the early 1990s, Sunil Mittal had also launched the country's first fax machines and its first cordless telephones. In 1992, Sunil Mittal won a bid to build a cellular phone network in Delhi. In 1995, Sunil Mittal incorporated the cellular operations as Bharti Tele-Ventures and launched service in Delhi. In 1996, cellular service was extended to Himachal Pradesh. In 1999, Bharti Enterprises acquired control of JT Holdings, and extended cellular operations to Karnataka and Andhra Pradesh. In 2000, Bharti acquired control of Skycell Communications, in Chennai. In 2001, the company acquired control of Spice Cell in Calcutta. Bharti Enterprises went public in 2002, and the company was listed on Bombay Stock Exchange and National Stock Exchange of India. In 2003, the cellular phone operations were rebranded under the single Airtel brand. In 2004, Bharti acquired control of Hexacom and entered Rajasthan. In 2005, Bharti extended its network to Andaman and Nicobar.'2009,Airtel launched its first international

12

mobile network in Sri Lanka. In 2010, Airtel began operating in Bangladesh

Airtel was born free, a force unleashed into the market with a relentless and unwavering determination to succeed. A spirit charged with energy, creativity and a team driven to seize the day with an ambition to become the most admired telecom service provider globally. Airtel, in just ten years of operations, rose to the pinnacle of achievement and continues to lead. As India's leading telecommunications company, airtel brand has played the role of a major catalyst in India's reforms, contributing to its economic resurgence. Today we touch people's lives with our Mobile services, Telemedia services, to connecting India's leading 1000+ corporate. We also connect Indians living in USA, UK and Canada with our call home service. Our Vision & promise By 2015 airtel will be the most loved brand, enriching the lives of millions. Enriching lives means putting the customer at the heart of everything we do. We will meet their needs based on our deep understanding of their ambitions, wherever they are. By having this focus we will enrich our own lives and those of our other key stakeholders. Only then will we be thought of as exciting, innovation, on their side and a truly world class company."

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Corporate Governance Bharti Enterprises Limited (including its group and Joint Venture companies) firmly believes in the principles of Corporate Governance and is committed to ensure sustainable, capital-efficient and long-term growth thereby maximizing shareholder value. The companys commitment towards compliance to the highest governance standard is backed by an independent and fully informed board, comprehensive processes, policies and communication. The Company ensures that various disclosure requirements are complied in letter and spirit for effective Corporate Governance. We adhere to the highest levels of ethical business practices as articulated by our Code of Conduct so as to achieve our performance with integrity.

Office of the Ombudsperson

The Office of the Ombudsperson is an independent forum for employees and external stakeholders of the company to raise concerns and complaints about improper practices which are in breach of the Bharti Code of Conduct. Any stakeholder (employee, associate, strategic partner, vendor) who observes unprofessional behavior can approach the Ombudsperson to voice his or her concerns. The complainant may be either an observer who is not directly impacted, or a victim who is directly or indirectly affected by such practices. The Office aims to provide a fair and equitable redressal mechanism. The process is designed to offer protection to the complainant provided the disclosure is made in good faith and the alleged action constitutes a genuine and serious breach of Bharti Code of Conduct. The Ombudsperson will treat all disclosures in a confidential and sensitive manner. A person can raise a concern, either verbally or in writing by giving background

14

of the unprofessional conduct, reasons for raising the concern, the identity of the individuals who may be involved and documentary evidence, wherever available. Bhartiairtel has more than 186 million customers. Operations in 19 countries across Asia and Africa. Bhartiairtels revenues in the financial year 2008-09 was Rs. 36,962 crores (Around US $ 7.8 Billion dollars) Bhartiairtel is 3rd largest in-country mobile operator in the world 6th largest in-country integrated telecom operator in the world Ranked number 5 in the best performing technology companies in the world by business week Indias most innovative company by Wall Street Journal Winner of Gallup great workplace for being one of the best places to work worldwide Ranked 188 in the FT 500 worlds largest companies 2009 ranked by financial times

(a)-Business model/strategyBhartiAirtel- Airtel entered late in Indian market compared to its competitors like Orange (now Vodafone). But they signed superstar Sharukh Khan and KareenaKapoor as their brand ambassador. Due to these stars, and good brand positioning Airtel gained initial momentum that every venture needs. Airtel now has largest mobile

15

subscribers in India. Airtel usually perceived as innovative telecom operator. Airtel always was the first to study Indian market correctly and launched some schemes which other operator never thought of like lifetime prepaid service, e-recharge system, free roaming etc. thus other operators only imitated the schemes offered by Airtel. b) Product/Service ProfileBhartiAirtel- BhartiAirtel is structured into three strategic business units - Mobile services, Telemedia services and Enterprise services. The mobile business provides mobile & fixed wireless services using GSM technology across 23 telecom circles. The Telemedia business provides broadband & telephone services in 94 cities and is foraying into the IPTV and DTH segments. The Enterprise services provide end-to-end telecom solutions to corporate customers and national & international long distance services to carriers. All these services are provided under the Airtel brand. Airtels high-speed optic fibre network currently spans over 67,138 kms covering all the major cities in the country. It provides fixed line service to its customers using...

16

 Large scale print and video advertising. Big celebrities like SRK and Sachin are roped in to endorse the product because it . In 2002 Airtel got its Signature tune from A.R. Rehman, this signature tune is the most downloaded tune in India.

17

 Provides innovations such as Bollywood movie premiers, music services such as ring back tones & many more. In December 2010 airtel change its logo. Airtel is the sponsor of formula-1 race , which is going to start in last of October on India first time.

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1.2-OBJECTIVE OF THE PROJECT

1- The objective of study is to analyze and to know about the youth preference in telecom industry with special reference to Airtel.

2- The theoretical visibility of this project is done for knowing the usage, preference, expenditure, gender ratio, age segmentation of the users.

3- The objective of assignment was to prepare project report on the expectation of the company in current scenario from the youth users and to suggest the company so they can improve their services and products to attract more and more users.

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1.2- SCOPE OF THE PROJECT

The study pertains only to the youths of age between 18-28 years who are using telephone services. The study shows the impact of different factors like network coverage, tariff plans, offers and internet facility. The study also portrays that how the users rank the different telecom companies on the basis of different factors. The study also gives the information about the competitive advantage of different telecom companies.

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1.3-LIMITATIONS OF PROJECT

No project is without limitations and it becomes essential to Figure out the various constraints that we underwent during The study. The following points in this direction would add to Our total deliberations;-

1. The area of study, on many occasions the respondent groups gave us a cold shoulder. 2. The respondents from whom primary data was gathered any times displayed complete ignorance about the incomplete brand range, which was being studied. 3. Lack of time is the basic limitation in the project. 4. Lack of interest of respondent.

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ORGANIZATION PROFILE

22

2.1ABOUT THE COMPANY

bhartiairtel
Bhartiairtel limited is a leading global telecommunications company with operations in 19 countries across Asia and Africa. The company offers mobile voice & data services, fixed line, high speed broadband, IPTV, DTH, turnkey telecom solutions for enterprises and national & international long distance services to carriers. Bhartiairtel has been ranked among the six best performing technology companies in the world by business week. Bhartiairtel had 200 million customers across its operations.

Highlights

Experience the magic of High Definition this festive season with Airtel digital TV and Sony India!

BhartiAirtel to Observe Silent period from September 30, 2011 Airtel digital TV brings the celebrated TV series Johnny Test to India Airtel dedicates 4th Airtel Delhi Half Marathon to Friends 2011 FORMULA 1 AIRTEL GRAND PRIX OF INDIA set to flag off Indias Formula 1 TM dreams BhartiAirtel announces two new CEOs for Consumer Business Group

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Structure of the company-:

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Awards received by airtel2010-2011 Airtel has won the Most Preferred Cellular Service Provider Brand award at the CNBC Awaaz Consumer Awards in Mumbai. This is 6th year in a row that airtel has won the award in this category. This year, the awards were based on an exhaustive consumer survey done by The Nielsen Company. Over 3,000 consumers, spanning 19 cities and 16 states in India, rated brands across different categories to choose brands which delivered true value for money. Bhartiairtel has received the prestigious Business world-FICCI-SEDF Corporate Social Responsibility Award 2009-2010. The FICCI Socio Economic Development Foundation (FICCI-SEDF) and Business world CSR award was instituted in 1999 to recognize exemplary responsible business practices by the Indian industry.

2009-2010

Bhartiairtel rated as Indias Best Enterprise Connectivity Provider for 2009 at the Annual Users Choice Awards instituted by PC Quest.

Bhartiairtel has been recognized as the Best Global Wholesale Carrier for 2009 at the Telecoms World Awards Middle East by Terrapin.

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Airtel was rated as the Strongest Brand in the Economic Times Brand Finance Brand Power Rating 2009. It is the only Corporate Brand to be awarded the AAA rating

Sunil Bharti Mittal conferred with the LalBahadurShastri National Award for Excellence in Public Administration, Academics and Management.

Airtel ranked second in the Economic Times-Brand Equity Most Trusted Brand Survey 2009. Bhartiairtel ranked Indias second most valuable company, by Business Today in 2009. Bhartiairtel listed in Forbes Asias Fabulous 50 companies, 2009 on number sixth position. Bhartiairtel was recognized as the Service Provider of the Year and Wireless Service Provider of the Year at the Frost & Sullivan Asia Pacific ICT Awards 2009.

Bhartiairtel bagged the Best Carrier India Award and the Ovum Telco-Transformation Award at the Telecom Asia Awards 2009.

Group Overview

Founded in 1976, by Sunil Bharti Mittal, Bharti has grown from being a manufacturer of bicycle parts to one of the largest and most respected business groups in India. With its entrepreneurial spirit and passion to undertake business projects that are transformational in nature, Bharti has created world-class businesses in telecom, financial services, retail, and foods. Bharti started its telecom services business by launching mobile services in Delhi (India) in 1995. Since then there has been no looking back and BhartiAirtel, the groups flagship company, has emerged as one of top telecom
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companies in the world and is amongst the top five wireless operators in the world. Through its global telecom operations Bharti group operates under the Airtel brand in 19 countries across Asia and Africa India, Sri Lanka, Bangladesh, Seychelles, Burkina Faso, Chad, Congo Brazzaville, Democratic Republic of Congo, Gabon, Ghana, Kenya, Madagascar, Malawi, Niger, Nigeria, Sierra Leone, Tanzania, Uganda, and Zambia. In addition, the group also has mobile operations in Jersey, Guernsey. Over the past few years, the group has diversified into emerging business areas in the fast expanding Indian economy. With a vision to build Indias finest conglomerate by 2020 the group has forayed into the retail sector by opening retail stores in multiple formats small and medium - as well establishing large scale cash & carry stores to serve institutional customers and other retailers. The group offers a complete portfolio of financial services life insurance, general insurance and asset management to customers across India. Bharti also serves customers through its fresh and processed foods business. The group has growing interests in other areas such as telecom software, real estate, training and capacity building, and distribution of telecom/IT products. What sets Bharti apart from the rest is its ability to forge strong partnerships. Over the years some of biggest names in international business have partnered Bharti. Currently, SingTel, IBM, Ericsson, Nokia Siemens and Alcatel-Lucent are key partners in telecom. Wal-Mart is Bhartis partner for its cash & carry venture. Axa Group is the partner for the financial service business and Del Monte Pacific for the processed foods division. Bharti strongly believes in giving back to the society and through its philanthropic arm the Bharti Foundation it is reaching out to over 30,000 underprivileged children and youth in India.

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Milestone of Airtel

1976-79

Bharti Enterprises founded by Sunil Bharti Mittal. Starts as a small scale manufacturing unit for bicycle components. Diversifies into production of yarn, stainless steel sheets for surgical utensils

1980-84

Bharti Overseas Trading Corporation set up. Bharti imports and markets stainless steel products, brass and plastic products, and zip fasteners etc. Bharti ties up with Suzuki, Japan to import and distribute portable gensets. By 1984 Bharti is the largest importer of portable gensets in India.

1985-88

Bharti makes it entry into the telecom sector with Bharti Telecom. Enters into a technical tie-up with Siemens AG of Germany and becomes the first company in India to manufacture electronic push button telephones in Gurgaon. Bharti Telecoms Ludhiana factory commences operations for manufacturing push button phones. Bharti also makes an entry into Indias pharmacy sector with Bharti Healthcare, which manufactures empty hard gelatin capsules

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1989
Bharti ties-up with Takacom Corporation, Japan to become the first company in India to manufacture telephone answering machines

1990
Bharti ties-up with Lucky Gold Star, South Korea to become the first company in India to manufacture cordless telephones

1991
Bharti Telecoms products reach international markets. Company signs OEM contract with Sprint, USA for manufacture and export of telephone sets.

1992
Bharti Cellular Ltd. is born. Bharti forms a consortium with SFR-France, Emtel-Mauritius and MSI-UK, to bid for mobile service provider licenses in Indian metros.

1993

Bharti Telecoms Gurgaon factory becomes the first manufacturer of push button phones to be awarded ISO 9002 accreditation. Bharti provides technical assistance to Uganda for manufacture of push button phones

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1994

Bharti wins GSM mobile service provider license for Delhi NCR. Bharti Telecoms Ludhiana factory gets ISO 9002 accreditation.

1995

Bharti launches Delhis first GSM mobile services under the Airtel brand. Forms consortium with Telecom Italia to bid for cellular and fixed-line services under Bharti Telnet. Bharti joins forces with Siemens to market telephone terminals under SIEMENS and BEETEL brand names. Bharti Tele-Ventures is incorporated.

1996

Airtel launched mobile services in the state of Himachal Pradesh, the first by any private Telco. Telecom Italia acquires 20% equity interest in Bharti Tele-Ventures. BhartiTelenet bids for fixed line license in the state of Madhya Pradesh. Bharti forays into manufacture of HDPE Silicone ducts. Forms a joint venture with Dura-Line Corp, USA

1997

British Telecom acquires equity interest in Bharti Cellular. Airtel becomes the first mobile service provider in the country to cross the 100,000 customers mark. Bharti gets license to provide comprehensive telecom services in Seychelles.
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Bharti wins fixed-line service provider license for Madhya Pradesh. Becomes the first private company in India to win a fixed-line license. Bharti Telecom and British Telecom form joint venture - Bharti BT Ltd. for offering VSAT services. Bharti-Dura line commences operations. Becomes the first company in India to manufacture HDPE Silicone Ducts. Bharti Telecom emerges as the largest manufacturer of telephones in India with a capacity of 200,000 units

1998

Bharti becomes the first Indian company to offer telecom services in international markets. Launches mobile services in Seychelles. Bharti launches Indias first private fixed line service in Indore, Madhya Pradesh. British Telecom consolidates its equity interest in Bharti Cellular to 44%. Bharti BT Internet, a joint venture of Bharti Telecom and British Telecom, formed for providing ISP services. Bharti commissions Indias first private sector transmission network between Bhopal and Indore.

1999

Warburg Pincus, a leading international private equity investor, picks up stake in Bharti Tele-Ventures. Bharti acquires a controlling stake in JT Mobiles, established footprint in the states of Andhra Pradesh and Karnataka. Bharti BT Internet launches ISP services in Delhi, Mumbai and Bangalore under the Mantra online brand. Airtel launches fixed line services in Raipur and Jabalpur in the state of Madhya Pradesh
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2000

Bharti and SingTel, Asias leading Telco, form strategic partnership. SingTel invests $ 400 million in Bharti. New York Life International acquires a 3% equity interest in Bharti Cellular. Bharti acquires majority stake in Sky Cell, establishes presence in the Chennai circle. Bharti and SingTel announce a $650 million partnership for undersea optic fiber cable between India and Singapore. Bharti and SingTel form BhartiTelesonic to operate and manage National Long Distance operations. Mantra Online launches Indias first International Satellite Gateway.

2001

Bharti wins mobile service provider licenses in 8 circles and fixed-line service provider licenses in 4 circles. Bhartis mobile service provider license in Punjab is restored. Bharti acquires Spice Cell and enters the Kolkata circle. BhartiTelesonic launches National Long Distance services under the India One brand. Bharti launched Touch Tel its fixed line service brand, launches fixed line services in Haryana. Forms joint venture with SingTel for a submarine cable landing station between India and Singapore. SingTel, Warburg Pincus, AIF, IFC, NYLIFand See jay Cellular make equity investments of approximately US$ 481.30million in Bharti TeleVentures and through Bharti Telecom.

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Bharti acquires British Telecoms equity interests in Bharti Cellular, Bharti BT and Bharti BT Internet. Bharti acquires three additional ISP licenses. BhartiTelesonic enters into a license agreement with Dot to provide national long distance services across India.

2002

Bharti goes public, completes Indias first 100% book building issue and gets listed on the National stock Exchange, Bombay Stock Exchange and the Delhi Stock Exchange on February 18, 2002. Bharti launches mobile services in Gujarat, Haryana, Kerala, Madhya Pradesh circle, Maharashtra, Mumbai, Punjab, Tamil Nadu, Uttar Pradesh (West). Bharti enters into a license agreement with the Dot to provide International Long Distance services in India. Becomes Indias first private telecommunications services provider to launch International Long Distance services. Bharti launched fixed-line services in the Delhi, Haryana, Karnataka and Tamil Nadu.

2003

Bharti enters the business outsourcing segment. Forms Teletech Services Ltd in partnership with Teletech Holdings (USA). Airtel becomes Indias largest GPRS network.

2004

Bharti, in a first in the telecom industry, signs a 10 year comprehensive IT outsourcing deal with IBM. Bharti heralds a new paradigm in telecom, outsources mobile network to Ericsson and Nokia in mutli-million dollar managed networks deals.

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Bharti clocks revenues in excess of a billion dollars annually. Registers profits in excess of $150 million. Bharti& Rothschild form a 50:50 JV Field Fresh- for linking Indias farms to the world. Bharti launches mobile services in Uttar Pradesh (East), West Bengal, Jammu & Kashmir and Orissa. Airtel exclusively brings globally acclaimed Blackberry to India.

2005

Bharti becomes Indias first mobile service provider to complete a national footprint in all 23 telecom circles. Vodafone picks up 10% equity interest in Bharti for $1.5 billion, making it the single largest foreign investment in the country. Bharti continues to build on its successful business model based on outsourcing. Enters into agreement with four global BPOs - Hinduja TMT, IBM-Daksh, Mphasis& Teletech Services - and Nortel to provide world-class customer care services. Bharti marks its foray into financial services. Forms joint venture with Axa of France to offer life insurance products. Bharti and IBM announce a Joint Go to Market program to offer managed services in India. West Bridge Capital Partners, Sequoia Capital and Cisco Systems pick up 10% stake in BhartiTelesoft.

2006

Bharti and Wal-Mart sign Memorandum of Understanding to jointly explore Retail opportunities in India. Bharti becomes the first Indian telecom operator to launch 3G services, starts 3G operations in Seychelles.
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Bharti wins mobile service provider license in Jersey and Guernsey, Channel Islands, Europe. BhartiAxa Life Insurance launches national operations. Bharti and its Associates commit a corpus of Rs 200 crores to Bharti Foundation to provide education to underprivileged children in villages across India. BhartiTeleventures rechristened as BhartiAirtel.

2007

Bharti becomes the fastest private telecom company in the world to cross the 50 million mark. Enters the league of top 5 mobile companies in the world. Bharti launches Mobile Money Transfer pilot project in India in partnership with GSMA. Bharti outlines strategic roadmap for its Retail venture. Commits investment of up to US $ 2 to 2.5 billion by 2015. Bharti and Wal-Mart Stores, Inc. form a joint venture Bharti Wal-Mart Private Limited, for wholesale cash-and-carry and back-end supply chain management operations in India. Bharti brings in Del Monte as a strategic partner in Field Fresh to enhance focus in the processed food segment. Bharti makes its European debut. Launches mobile services in Jersey, Channel Islands. Bharti Teletech manufactures its 20 millionth telephone. Bharti received license to offer Direct to Home (DTH) Satellite TV services in India. Jersey Airtel launches services, brings a range of innovative products and services to customers in Jersey under Airtel-Vodafone brand.

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Sunil Bharti Mittal chosen for Padma Bhushan, one of Indias highest civilian honors. Bharti and Axa form joint ventures to launch General Insurance and Asset Management services in India. Bharti wins license to offer mobile services in Sri Lanka. BhartiTelesoft acquires Jatayu Software.

2008

Bharti launches its first set of retail stores in Ludhiana under the easy day brand. Bharti crosses 60 million telecom customers landmark. Bharti launches services in Guernsey, Channel Islands. Bharti joins hands with Idea and Vodafone to form Indus Towers an independent passive mobile infrastructure company. Eight leading international leading PE funds pick up stake worth $1.25 billion in BhartiInfratel Bhartis passive mobile infrastructure company.

2009

BhartiAirtel launches its services in Sri Lanka (2G/3G network). Bharti Foundation sets up Bharti Centre for Communication in partnership with Indian Institute of Technology, Mumbai. BhartiAirtel and Alcatel-Lucent form JV to manage BhartiAirtels panIndia Broadband and Telephone services. Bharti Wal-Mart launches first Cash & Carry Store under Best Price Modern Wholesale brand. BhartiTelesoft renamed Comviva. BhartiAirtel launches iPTV service; Digital TV interactive.
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BhartiAirtel crosses the 100 million telecom customers mark.

2010

BhartiAirtel acquires 70% stake in Warid Telecom, Bangladesh. BhartiAirtel enters into a legally binding definitive agreement with Zain Group to acquire Zain Africa. BhartiAirtel acquires the mobile operations of Zain in 15 African countries. Becomes the fifth largest mobile operator in the world.

POSITION OF AIRTEL IN DIFFERENT COUNTRIES:

Country

Site

Remarks

Bangladesh

bd.airtel.com

Airtel Bangladesh had about 3.2 million customers at the end of 2010.[8]

Burkina Faso

africa.airtel.com/burkina

Airtel Burkina Faso is the dominant player with 1,433,000 customers representing 50% market share.[9]

Chad

africa.airtel.com/chad

Airtel Chad is the no. 1 operator with 69% market share.[9]

Democratic Republic of the Congo

africa.airtel.com/drc

Airtel is the market leader with almost 5 million customers at the end of 2010.

Gabon

africa.airtel.com/gabon

Airtel Gabon has 829,000 customers and its market share stood at 61%.[10]

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Ghana

africa.airtel.com/ghana

Airtel Ghana had about 1.76 million customers at the end of 2010.[11]

India

airtel.in

Airtel is the market leader with almost 152.5 million customers at the end of 2010.
[12]

Kenya

africa.airtel.com/kenya

Airtel Kenya is the second largest operator and has 4 million customers.[13]

Madagascar

Airtel holds second place in the mobile telecom market in africa.airtel.com/madagascar Madagascar, has a 39% market share and over 1.4 million customers.[9]

Malawi

africa.airtel.com/malawi

Airtel Malawi is the market leader with a market share of 72%.[9]

Niger

africa.airtel.com/niger

Airtel Niger is the market leader with a 68% market share.[9]

Nigeria

ng.airtel.com

Republic of the Congo

africa.airtel.com/congob

Airtel Congo is the market leader with a 55% market share.[9]

Rwanda

On 8 September 2011, Airtel announced that it had been awarded a licence by the Rwanda Utilities Regulatory Agency to operate 2G and 3G GSM mobile services in Rwanda.[14]

Seychelles

africa.airtel.com/seychelles

Airtel is the leading comprehensive

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telecommunications services providers with over 55% market share of mobile market in Seychelles.[15]

Sierra Leone

africa.airtel.com/sierra

Airtel Lanka commenced operations on 12 January Sri Lanka airtel.lk 2009. It had about 1.8 million mobile customers at the end of 2010.[16]

Airtel Tanzania is the market Tanzania africa.airtel.com/tanzania leader with a 38% market share.[9]

Airtel Uganda stands as the Uganda africa.airtel.com/uganda no. 2 operator with a market share of 38%.[9]

Zambia

africa.airtel.com/zambia

Airtel operates in the Channel Islands under the Channel Islands : Jersey and Guernsey airtel-vodafone.je brand name Airtel-Vodafone through an agreement with Vodafone.

Telemedia
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The Telemedia business provides services in 89 Indian cities and consists of two brands Airtel Broadband provides broadband and IPTV services. Airtel provides both capped as well as unlimited download plans [reduced speeds at unlimited data are implied]. The maximum speed available for home users is 16Mbps. Airtel Fixed Line which provides fixed line services. Airtel has about 3.16 million wireline customers, of which 42.6% are broadband/internet subscribers as of August 2010. Until September 18, 2004, Bharti provided fixed-line telephony and broadband services under the Touchtel brand. Bharti now provides all telecom services including fixed-line services under a common brand "Airtel".

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2.2 COMPANYS MISSION

The mission statement of Airtel

The original mission statement for Airtel was to be, "A spirit charged with energy, creativity and a team driven "to seize the day" with an ambition to become the most admired telecom service provider globally". This quote can be found on the Airtel website in the 'About BhartiAirtel' section. Airtel claim that they have now achieved these goals so their mission statement will now be to maintain the position.

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2.3COMPANYS VISION
Vision of Airtel-

By 2015Airtel will be the most admired brand in India:

Loved by more customers Targeted by top talent Benchmarked by more businesses Always empowering and backing our people. Being loved and admired by our customers and respected by our partners.

Transforming millions of lives and making a positive impact on society.

Being brave and unbounded in realizing our dreams.

To realize its vision, bhartiAirtel has identified eight business focus areas
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Ensuring a consistently delightful brand experience at every touch point. Aligning internal as well as customer facing processes Harnessing IT for both customer & internal benefit Leading industry innovation through user friendly products and services Extending our network while ensuring a world class customer experience. Building a best in class leadership team that nurtures talent at every level. Creating benefit through economies of scale.

Building one integrated business, leading to higher synergies and efficiencies

2.4PRODUCTS AND SERVICES

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PRODUCTS
1-Airtel Blackberry Phones 2-Airtel Broadband 3-Airtel Data Cards 4-Airtel I Phones 5-Airtel Landline 6-Airtel Postpaid 7-Airtel Prepaid 8-Airtel TV 9-Bharti AXa Life Insurance SERVICESError! Hyperlink reference not valid.
Bhartiairtel offers GSM mobile services in all the 22-telecom circles of India and is the largest mobile service provider in the country, based on the number of customers.

Error! Hyperlink reference not valid.

The group offers high-speed broadband with the best in class network. With fixed line services in 87 cities, we help you stay in touch with your friends & family and keep you updated round the clock

Enterprise Services provides a broad portfolio of services to large Enterprise and Carrier

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customers. This division comprises of the Carrier and Corporate business unit. Enterprise Services is regarded as the trusted communications partner to India's leading organizations, helping them to meet the challenges of growth.

Error! Hyperlink reference not valid.

Discover the magical experience of digital enterainment with airtel. From DVD quality picture and sound, the best and widest variety of channels and programmes to the best ondemand content on airtel Live, your TV viewing experience change forever with digital TV from airtel!

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Get irresistible offers on iPhone4 and iPhone 3GS with airtel3G.

Get airtel money and carry cash on your mobile!.

Check-out our initiatives for a more sustainable environment!

Access high speed and hassle free internet, anytime anywhere!

Watch live TV, play online games, download music and a lot more with airtel live.

Delhi/NCR users can now get Rs. 500 cash back on online purchase of airtel broadband connection.

Experience the serenity of live darshan from the comfort of your home!

Get personalized mugs, tshirts and lot more with airtel photos!

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Watch @ just Rs30. SMS BOOK 158 to 54325

Lay your hands on exciting offers on online purchase of airtel digital TV.

Buy online at Rs 1590 & get Rs.250 cash back + 2 months subscription + installation & home delivery.

Recharge online and experience unlimited entertainment.

Choose from a range of exciting offers designed especially for you!

Never miss a call on your phone with parallel ringing facility.

Enjoy the essence of spirituality with live aarti on airtel fixed line.

Listen to your favorite radio station on your airtel fixed line.

Mobile
Prepaid Plans Postpaid Plans Hello Tunes Mobile Apps

Broadband
Home New Broadband Plans airtel live broadband Coverage

Digital TV
Overview Packages IPTV HD TV Latest Offers Contact US

Fixed Line
Home Tariffs Entertainment Services

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3.RESEARCH METHODOLOGY

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3.1RESEARCH DESIGN
It is a conceptual structure within which the research is conducted, it comprises of the blueprint for the collection, measurement and analysis of data.

The research design of this project isExploratory research i.e. where on the basis of the findings and analysis; suggestions have been given to improve the services in the concerned areas.

The research design for this project has been designed as per the requirements of the objective to be fulfilled, which have been already mentioned as above in this project. Here, the objectives of this project are such that it required a thorough understanding of the working of the organization and the distribution system.

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3.2SAMPLE SIZE
This refers the number of items to be selected from the universe to constitute a sample; the size of sample should neither be excessively large, nor too small. It should be optimum. An optimum sample is one which fulfills the requirement of efficiency, Representativeness, reliability and flexibility. The parameters of interest in a research study must be kept in view, while deciding the size of samples. Cost too dictates the size of sample that we draw. As such, budgetary constraint must invariably be taken into consideration when we decide the sample size. In this project the sample size has been taken 400 and the area is management colleges of Mathuta and near about Mathura.

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3.3RESEARCH TECHNIQUE
The techniques used in primary data collectionare follows. 1-Questionnaire method 2-Observation method The main tool used was, the questionnaire method. The observation method has been continuous with questionnaire method ,as one continuously observes the surrounding environment he works in.

The techniques used in collection of secondary data. Used to obtain information on, Bharti history, current issues, policies, procedures etc, wherever required. 1-internet 2-magzines 3-newspapers 4-bharti news letters

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4.DATA ANALYSIS

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Airtel is used by the 24% users of 400. Vodafone is highly preferred by the users and Tata Indicom is least preferred by the users.

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22% youths preferedairtel as their current network and highly youths preferred Vodafone as their current network and aircel is least preferredby youth users as their current network.

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Network used by respondents friends:

19% FRIENDS USE AIRTEL

19% friends of respondents prefer airtel while Vodafone is highly preferred by the friend circle of the respondents.

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Preference of additional network

28 % YOUTH PREFERENCE AS AIRTEL FOR ADDITIONAL NETWORK 28 % youth out of 400 prefer airtel as their additional network while 40% youths prefer Vodafone as their additional network.

14

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Influence for selecting provider

40% youth influence by themselves to select a network provider, while 30% get influenced by their friends.20% youths prefer their parents and 10% youth prefer others in selecting a network provider.

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Weekly and monthly expenses

Weekly and monthly average spending on sms, voice, std plans, vas. Mostly youth spend high ammount on voice calls and a monthly less ammount on sms.

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Mostly preferred tariffs

Full talk value is the mostly preferred tariff by youths comparing to others and other like value added services are least preferred by the youth users.

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Youths Expectation From Service Provider

According to youth users call rates and 3G services are the highly rated services while VAS and customer care is least imported service.

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Telecom Companys Position By Youth Thinking

According to the survey the youth think that VODAFONE has the top position while BSNL has the lower position. AIRTEL has the 2nd position in market.

Company comes to youths mind on the basis of services

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According to service quality different companies comes to users mind on the basis of different services. and Airtel has the maximum number of services which comes to mind of users so airtel has overall good image.

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On the basis of survey we find that 67% uses the mobile internet and 33% not use internet on their mobiles out of 400 users.

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Youths Purpose of using Mobile Internet

35% youth users use internet on mobile for surfing, 30% use for chatting, 20% use for social networking, 10% use for downloading, 3% users play online games and 2% use for other purposes.

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11% users spend less than 50 on their mobile internet monthly while 89% users spend 51-150 on internet in a month.

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Youth awareness about 3G

Out of 400 respondents only 130 are aware about 3G services while 270 are not aware about the 3G services.

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Looking forward to use 3G service

250 users out of 400 users are going to use 3G service in near future while 150 will not use this service.

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Vodafone is highly recommended by the youth users and Airtel is the 2nd preference of the youth users while Tata indicom is least recommend by the youth users.

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5.CONCLUSION

69

CONCLUSION
After analyzing the findings of the research, I can conclude that Airtel lagged behind its competitors as far as customer service and availability is concerned. The maximum numbers of youth who use the mobile are in the age group of 18 to 26. Cash cards are the most popular type of mobile connectors, as they are consumer friendly and recharging the connection is not a problem. Maximum number of students spends Rs 100 to 200 on their connections monthly. As Airtel is the only company having the maximum number of mobile connections so it must seriously look into the loop holes of the existing customer service department. As we know that now Airtel has already launched its product with logo HAR EK FRIEND ZARURI HOTA HAI has become popular in the market. So we can say that in spite of so many competitor in the market Airtel is having a good position just because every time, it tries its best to understand the needs of its important customer and that is why every person prefer Airtel as the best tele communication industry.

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6.RECOMMENDATION

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RECOMMENDATIONS
I have made following recommendation to the company after doing the summer training there: The Airtel should provide the good customer care facilities. Airtel should provide the better internet facilities on mobiles. The company also starts giving proper night calling plan. Airtel should provide the various SMS packs in reach of customers. The cast of 3G service in very high. The knowledge about 3G is very less to the customers. So, company should provide the knowledge and provide 3G at lower costs.

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7.SUGGESTIONS

73

Suggestions
Following are the few suggestions to Airtel for improving the market share and service quality and image of products concerned and also the image of company.

1-products
Modification must be brought about in airtel, in terms of quality in service and products. Its demand should be increased.

2-place
The products and services must be made available easily for the users.

3-services
The services of the company should be available at nearby the users so they can take service without any problems.

4-promotion
The company must undertake extensive promotional activities like advertisements must be released in different Medias to create brand awareness. Sales promotions tools like gifts, contests and coupons must be given to users as well as prospects. Catalogues should be distributed among users.

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8.SWOT ANALYSIS

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SWOT ANALYSIS

Strengths
Brand Equity Advertising Strategic Alliances Better service coverage Good Signal strength

Weaknesses
Infrastructure Knowledge Sharing among competitors

Opportunities
3G Services Only service provider to support Black berry wireless Solutions, iPhone Digital TV services In-house Infrastructure

Threats
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 Competition Vulnerable to recession Technological constraints

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9.APPENDIX

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QUESTIONNAIRE
This questionnaire is formed to get to know about the youth preference in the telecom industry and also to know about the expectation from the telecom company.

Name: Education: Contact no: Address:

age: gender:

1. When talking about telecom, which telecom company comes 1st to your mind? (a) Airtel (e) Reliance (b) Vodafone (c) Idea (d) Aircel (f) Tata Docomo (g) Bsnl/mtnl (h) Others

2. Which telecom company is your current primary service provider? (a) Airtel (b)Vodafone (c) Idea (d) Aircel (e) Reliance (f) Tata Docomo (g) Bsnl/Mtnl (h) Others

3. Which telecom network is used the most in your friend circle? (a) Airtel
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(e) Reliance

(b) Vodafone (c) Idea (d) Aircel

(f) Tata Docomo (g)Bsnl/Mtnl (h) Others

4. If you are given the choice to use an additional phone which network will you prefer? (a) Airtel (b)Vodafone (c) Idea (d) Aircel (e) Reliance (f) Tata Docomo (g) Bsnl/Mtnl (h) Others

5. Who influence you in selecting the provider? (Rank according to influencer) Self Parents Friends Others

6.How frequently do you recharge & what is the amount? (Tick your answer)
Recharge Weekly monthly SMS Voice STD VAS Range
0-25 25-50 50-100 >200 100-200

7. Which type of tariff/plans you use the most? (a) Full Talk Value (b) Message Plans (c) Small Recharge
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(e) Night Chat Plans (f) Internet Plans (g) STD Tariff

(d) Others

8. What kind of expectation youth have from the provider in following attributes? (Scale according to your preference from 1 to 5) 1= very imp., 2=imp,3=neutral, 4=not imp.5=least imp. Parameters customer care call rates Network value added services (VAS) Availilibility of recharge coupons Schemes Talk time and validity 3G Services( faster Internet ,social Networking, video calling Scale rating

9. Which telecom company do you think is the: (a) leader (b)Innovator (c) Slow Movers (d) Adapters

10. Which telecom company comes to your mind when we talk about following attributes? Plans Services Call rates Network
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Value added services(vas) Availability of recharge 3G Services Overall

coupons

11. What are your views about BhartiAirtel? (Tick according to your choice) (a) Customer Friendly (b) Wide Coverage (c) None of These 12. Do you use mobile internet? (a) Yes (b)No 13. What is purpose of using mobile internet? (a) Surfing (b)Chatting (c) Social Networking (d) Downloading (e) Playing Online Games (f) Others (d) Cheaper Brand (e) Telecom Leader (f) Any Other

14. What is your approx. current spending on mobile internet? (a) <50 (b) 51-150 (c) 151-500 (d) 501

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15. Are you aware of the 3G Service? (a) Yes (b) No 16. Are you looking forward to use this service? (a) Yes (b) No

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10.BIBLIOGRAPHY

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BIBLIOGHAPHY
In this project report, while finalizing and for analyzing quality problem in details the following books, magazines/journals and web sites have been referred. All the material detailed below provides effective help and a guiding layout while designing this text report.

Websites-: www.airtel.in www.google.com www.best mediainfo.com www.yahoosearch.com Magazines-: Business and management chronicle Tele.net.in Books-: Marketing management- Kotler Philip, Keller Kevin, Prentice hall India, 12th edition 2006 Research methodology -Kothari C.R., 2ndrevised edition, new age international publisher

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