PROJECT REPORT

A STUDY ON

“SALES ANALYSIS AND COMPARATIVE ANAYSIS OF

AIRTEL WITH ALL
TELECOM SECTOR”

Submitted for partial fulfillment of the requirement for the award of the degree of

Master of Business Administration

By

VYOM AGRAWAL

Roll Number:-060737114

Under Guidance Of

Mr. Swatantra Singh Chauhan

Sr. Lecturor

DEPERTMENT OF POST GRADUATION STUDIES AND

RESEARCH IN BUSINESS ADMINISTRATION

NICE MANAGEMENT COLLEGE

MEERUT
2008
 Contents

Chapter Contents

Chapter 1 Introduction

Chapter 2 Company Profile on

Airtel & other companies

Chapter 3 Research Methodology

Chapter 4 Data Collection, analysis & comparisons

of the Project

Chapter 5 Conclusions
Suggestions
Limitations

Bibliography
 “THE WOODS ARE LOVELY, DARK & DEEP
BUT I HAVE PROMOSED TO KEEP,
AND MILES TO GO BEFORE I SLEEP”

Progress is a continuous process. It is relative and absolute. We can not stop at a

certain destination and declare that target has been achieved and we need not to go
further.
In this new are all the countries & their companies are trying their best to
improve economic growth. This trend has created a very complex & competitive
environment in the field of business, trend & win the race a new system of
management is much needed. To fulfill this need a new field of modern science
has developed very fast i.e. Master of Business Management. In this curriculum
there are several phases, which have to be covered & compelled properly.
I was privileged enough to join “BHARTI AIRTEL Ltd., Meerut” as a winter
trainee.
At the completion of the fourth semester of MBA we got opportunity to
provide them particular knowledge about each and every aspect of market. It could
be in related fields viz. Marketing or Finance as per their specialization in the
course. It is important because it provides the students about the practical
knowledge of the field, which is very essential beside the theoretical knowledge.
The experience that I have gathered during this period has certainly provided
me with an orientation which, I believe, will help me to shoulder my assignment
successfully in near future. During this period, I have collected all the pertinent
information of “Comparative study of Idea cellular Mobile with Hutch, AirTel,
Reliance, Tata Indicom & CellOne in Meerut” through primary and secondary data
which were available at the concerned distributors and retailers.

(VYOM AGRAWAL)
 When emotions are profound, words sometimes are not sufficient to express

our thanks and gratitude. With these words, I am trying to express my extreme
gratitude and sincere thanks to Mr. SWATANTRA SINGH CHAUHAN my

guide and sr. faculty member Department of Business administration, who have

helped and provided the very much enthusiasm and consistent encouragement

required for the completion of my project.

I gratefully acknowledge and thanks to Prof. SC Agrawal, Director of Nice

Management College, Meerut, for their consistent appraisal and inspiration to

move ahead.

The successful completion of my research is the blessing of my teachers, parents

and sincere advice of my friends.

(VYOM AGRAWAL)
Important discoveries
1842: Wireless by conduction
1843: Early electromagnetic research, wireless by induction
1865: Induction and Dr. Loomis

Early radio discoveries

1879: D.E. Hughes and the first radio-telephone reception

1880: The photophone and the first voice radio-telephone call
1880 - 1900: Radio development begins in earnest
1910: The first car-telephone
1924: The first car-mounted radio-telephone
1937: Early conventional radio-telephone development
The modern era begins

1946: The first commercial American radio-telephone service

1947: Cellular systems first discussed
1948: The first automatic radio telephone service
1969: The first cellular radio system
1973: The Father of the cell phone
1978: First generation analog cellular systems begin
1980: Growth of Japanese cellular development
1981: NMT -- the first multinational cellular system
1982: The rise of GSM
1990: North America goes digital: IS-54
1992 : Telecommunication sector in India liberalized. Private sector allowed
participating
1993: The telecom industry gets an annual foreign investment Rs 20.6
million
1994: The government of India granted License for the Metropolitan cites
of Delhi, Mumbai, Kolkata & Chennai. Cellular mobile service to be
duopoly , under a fixed license fee regime for 10 years.
1995: 19 more telecom circles get mobile licenses
1995: Kolkata became the first metro to have a cellular network
1997: Telecom Regulatory Authority of India is set up
1998: Annual foreign investment in telecom stands at Rs 17,756.4 million.
1999: FDI inflow into telecom sector falls by almost 90% to Rs. 2126.7
million
1999: Tariff rebalancing exercise gets initiated
1999: National Telecom Policy is announced.
2000: FDI inflow drops further down to Rs 918 million coming
2000 : Amendment of TRAI Act.
Business Description

Provides mobile, broadband & telephone (fixed line) and enterprise services (carriers
& services to corporates)
Established
july 07, 1995 as a Public Limited Company

Proportionate Revenue
Rs. 117,255 million (year ended March 31, 2006 Un-audited)
Rs. 81,558 million (year ended March 31, 2005-Audited)

Vision
By 2010 Airtel will be the most admired brand in India:
• Loved by more customers
• Targeted by top talent
• Benchmarked by more business
• First private telecommunications company to launch long distance services.

The company is a part of Bharti Enterprises, and is India's leading provider

of telecommunications services. The businesses at Bharti Airtel have been
structured into three individual strategic business units (SBU’s)
• Mobile services,
• Broadband & telephone services (B&T) &
• Enterprise services.
The mobile services group provides GSM mobile services across India in
23 telecom circles, while the B&T business group provides broadband &
telephone services in 90 cities. The Enterprise services group has two sub-
units - carriers (long distance services) and services to corporate. All these
services are provided under the Airtel brand.

About Bharti
Bharti Tele-Ventures is a private sector telecommunications services
provider with an aggregate of over 17.53 million customers as of
December 2005, consisting of more than 16.33 million mobile customers.
The company is the only operator to provide mobile services in all the 23
circles in India and also provides telephone services and Internet access
over DSL in 15 circles. The company also has a submarine cable landing
station at Chennai, which connects the submarine cable connecting
Chennai and Singapore and is part of the consortium, which jointly owns
and has developed the next generation undersea cable system SEA-ME-
WE-4. The company provides reliable end-to-end data and enterprise
services to the corporate customers by leveraging its nationwide fiber optic
backbone, last mile connectivity in fixed-line and mobile circles, VSATs,
ISP and international bandwidth access through the gateways and landing
station.
Bharti has redefined paradigms in the telecom industry through its
innovative managed services agreements in the area of mobile network
maintenance, management and deployment with Ericsson, Nokia and
Siemens and with IBM for the consolidation, transformation and
management of the comprehensive IT infrastructure and applications.
Bharti has a market capitalization of over USD14 billion and has SingTel
and Vodafone as international strategic partners.

Bharti Airtel Limited is one of India’s leading private sector providers of

telecommunications services with an aggregate of over 23.29 million
customers as of end of May ‘06, consisting of more than 21.86 million
mobile customers. The Company was the first private operator to provide
mobile services in all the 23 circles in India. The Company also provides
telephone services and Internet access over DSL in 15 circles. The
Company complements its mobile, broadband & telephone services with
national and international long distance services. The Company also has a
submarine cable landing station at Chennai, which connects the
submarine cable connecting Chennai and Singapore. The Company is a
part of the consortium, which jointly owns and has developed the next
generation undersea cable system SEA-ME-WE-4. The Company provides
reliable end-to-end data and enterprise services to the corporate
customers by leveraging its nationwide fiber optic backbone, last mile
connectivity in fixed-line and mobile circles, VSATs, ISP and international
bandwidth access through the gateways and landing station.

Bharti Enterprises has successfully focused its strategy on telecom while

straddling diverse fields of business. From the creation of 'Airtel', one of
India's finest brands, to becoming the largest manufacturer and exporter of
world class telecom terminals under its 'Beetel' brand, Bharti has created a
significant position for itself in the global telecommunications sector. Bharti
Airtel Limited is today acknowledged as one of India's finest companies,
and its flagship brand 'Airtel', has over 23 million customers across the
length and breadth of India.
While a joint venture with TeleTech Inc., USA marked Bharti’s successful
foray into the Customer Management Services business, Bharti
Enterprises’ dynamic diversification has continued with the company
venturing into telecom software development. Recently, Bharti has
successfully launched an international venture with EL Rothschild Group
owned ELRO Holdings India Ltd., to export fresh Agri products exclusively
to markets in Europe and USA.

Service Areas: Delhi (Metro), Mumbai (Metro), Kolkata (Metro), Chennai

(Metro), Andhra Pradesh, Assam, Bihar, Gujarat, Haryana, Himachal
Pradesh, Jammu & Kashmir, Kerala, Karnataka, Madhya Pradesh,
Maharashtra, North East, Orissa, Punjab, Rajasthan, Tamil Nadu, Uttar
Pradesh (E), Uttar Pradesh (W), West Bengal.
Sunil Bharti Mittal
Chairman & Managing Director since October 2001
Board director since: July 1995
Age: 49 years

Sunil Bharti Mittal is the Chairman and Managing Director of Bharti Airtel Limited
(“Bharti”), India’s largest private integrated telecom player. The company has nearly
20 million customers on its well-respected brand “AIRTEL”.
Sunil was one of the first entrepreneurs to identify the mobile telecom
business as a major growth area and launched services in the city of Delhi
and the National Capital Region in the year 1995. Under his inspiring
leadership the company grew organically and inorganically, covering the
entire country by providing integrated telecom services.
In his personal capacity, Sunil has received several awards such as:

• “Best Asian Telecom CEO”, Telecom Asia Awards 2005

• “Best CEO, India”, Institutional Investor, 2005
• “Business Leader Of The Year”, Economic Times, 2005
• “Ernst & Young Entrepreneur Of The Year 2004”, Ernst & Young

Sunil has always been a pioneer. A first generation entrepreneur, he

started his first business in 1976 with a capital investment of Rs 20,000.
He initially founded a number of trading concerns, and established the first
company to manufacture push button telephones in India. This company is
now one of the largest manufacturers of telephones in the world.
Apart from his role at Bharti, Sunil holds the position of the Honorary
Consul General of the Republic of Seychelles in New Delhi, India. Some of
his other roles include being a member of the Prime Minister’s Council on
Trade and Industry; Co-Chairman of the Indo-British Partnership and a
Board Member of the Global GSM Association.
Sunil is an alumnus of Punjab University and has completed the
“Owner/President Management Program” from Harvard Business School.
THE BRAND
The Airtel visual identity has different elements that work together to create
a strong and consistent identity for the brand. The most important of these
are:

The Airtel Logo

The Airtel logo is a strong, contemporary and confident symbol for a brand
that is always ahead of the rest. It is a specially drawn wordmark.

The Airtel Image style

It incorporates two solid, red rectangular forms whose counterform creates
an open doorway.

The Airtel Typographical style

The title case lettering with its capital 'A' was deliberately chosen to reinforce
the brand's leadership position. The red dot on the letterform 'I' cues Airtel's
focus on innovation.. The words 'Express Yourself' are very much part of the
brand identity.

The Airtel Colour Palette

The lettering is grey so that the pure black of Airtel is visually unharmed.
 The primary objective of the study is to understand the growth pattern of
Mobile segment, giving main consideration to Mobile segment of Bharti
Airtel limited and analyzing the franchise on the given parameter. Some
other objectives of the study are as follows :-

 To increase the customer base of the organization using

various promotional tools.
 Research and analysis of the current customer base.
 To analyse the customer satisfaction and problem
regarding billing, network, problems at franchise.
 Analyzing the competition in the market comparative
analysis of different plans of other operator with existing
plans of Airtel.
 TYPES OF RESEARCH
This is descriptive research as this research includes surveys and fact
finding inquires of different kinds. So descriptive research help in knowing
about particular item or group of items in other words it describes the state
as it exist at present.

DATA COLLECTED
The data collected in this research is first hand so if primary data. It is
collected directly from the respondent through questionnaire and through
visualization.

DATA COLLECTION METHOD

The data is collected for research questionnaire method and through
visualization for franchise analysis. A questionnaire is framed then data
collected by making it fill by different respondent.

DATA COLLECTION INSTRUMENT

It is closed ended and open ended both types of questionnaire. If
questionnaire is closed ended then questions are in the form of ‘Yes’ or
‘No’ and if questionnaire is open ended then questions are in the form of
any numerical form.

SAMPLE SIZE
The size of sample is 135.
 SAMPLE TECHNIQUES
Sampling techniques used in judgment sampling. As the selection of
sample was done according to the researcher convenience.

SAMPLE UNIT
From the customers of Meerut Cluster.

DATA ANALYSIS TECHNIQUES

Analysis of data is done through quantitative method that is numerical
figure.

DATA ANALYSIS INSTRUMENT

Instrument used for data analysis is tabulation of data, bar chart and
pie chart.
SUBSCRIBER BASE AND MOBILE PENETRATION

The graph indicates low mobile penetration in India (5%) as compared to

developed countries like Australia (88%) and Singapore (92%) and low subscriber
base. So there is a great potential in the market to be explored in India.
GSM AND TOTAL MOBILE MARKET

This graph indicates the growth in the GSM and expected growth in 2007 showing
a great potential of the customer to be exploited.
CONSUMER AWARENESS OF DATA SERVICE IN INDIA

The graph indicates the awareness of data services in India that gives indication of
very less knowledge about the M-banking and other activities and usage of these
services as compared to SMS which is very low shown below.
INCREASING SMS VOLUMES

The graph indicates the SMS volume growth and the expected growth.
 LORD OF THE RING
Sunil Bharti Mittal
Chairman & Managing Director since October 2001
Board director since: July 1995
Age: 50 years

Sunil Bharti Mittal is the Chairman and Managing Director of Bharti Group.
India’s largest private integrated telecom player. Sunil Bharti Mittal is best known
as India’s telecom czar. With 30 million subscribers, he is at the forefront of
India’s phenomenal telecom growth. Mittal is recognized as one of the few
businessmen who can think out of the box.

Sunil was one of the first entrepreneurs to identify the mobile telecom business as
a major growth area and launched services in the city of Delhi and the National
Capital Region in the year 1995. Under his inspiring leadership the company grew
organically and inorganically, covering the entire country by providing integrated
telecom services.

He tied up with Wal-Mart in end of November, and became the biggest retailer in
the world. His opponents in the business complain and crib that Mittal had
circumvented the rules for his retail foray, but deep in their heart, they are all
worried: if Mittal gets even half as aggressive as in telecom there could be tough
days ahead.

In his personal capacity, Sunil has received several awards such as:

• Ernst & Young Entrepreneur Of The Year 2004”, Ernst & Young
• “Best Asian Telecom CEO”, Telecom Asia Awards 2005
• “Best CEO, India”, Institutional Investor, 2005
• “Business Leader Of The Year”, Economic Times, 2005
• “CEO of The Year”, Business Standard, 2006
Those who know Mittal well will insist that he is a street fighter who does not give
up easily. Rana Kapoor, the managing director and CEO of Yes Bank, remembers
that even as a college student in 1970’s,Mittal never liked to lose, even if it was a
game of billiards at a South Delhi club

A look at Bharti Airtel’s numbers will tell that he is rated among the best. Bharti
Airtel has grown at a CAGR of 55 percent in the last three years; compared with a
loss in 2003, the company reported a profit of Rs. 2000 crore in 2005-06; its return
on net worth stands at an impressive 27.45 per cent, up from 26.73 per cent a year
ago.

Mittal has built his entire business from scratch. His father, Sat Paul Mittal, was a
Congress politician from Ludhiana. It was in this town that Mittal started off
selling bicycle parts in 1976 and, later, hawking imported portable generators in an
autorickshaw. When the government decided to ban the import of generators,
Mittal had no choice but to close shop. It was then that he forayed into pushbutton
phones.

But it was the opening of the telecom sector that dramatically changed his
fortunes. He bid for and won the Delhi mobile licence. This company is now one
of the largest manufacturers of telephones in the world. With the introduction of
Airtel mobile phones in Delhi, India in 1995, they really hit the spotlight. Mittal
prides himself on a string of firsts: "the first push-button, the first cordless, the
first answering machines, the first fax machines".

From then on there has been no looking back, even though he changed partners
from Vivendi to Singapore Telecom to Vodafone.

In between, he did a 50:50 joint venture with the Rothschilds, called Field Fresh
Foods, to export fresh fruit and vegetable to the European Union and tied up with
AXA for a foray into life insurance. He has done huge network management deals
with Nokia and Ericsson, while he has outsourced his information technology to
IBM.
His successful entrepreneurial journey is an inspiration to a new generation of
Indian entrepreneurs. Mr. Sunil Mittal represented India in the Ernst & Young
World Entrepreneur of the Year Award ceremony in Monte Carlo, Monaco in May
2005. Apart from his role at Bharti, Sunil holds the position of the Honorary
Consul General of the Republic of Seychelles in New Delhi, India. Some of his
other roles include being a member of the Prime Minister’s Council on Trade and
Industry; Co-Chairman of the Indo-British Partnership and a Board Member of the
Global GSM Association.
Following are the plans which were described to the customers
during filling up of the questionnaires.

Residential Plans

- Residential plans are for the customers who need Internet at home.
- Single PC is required for this.
- Normally person use internet for Emailing, Surfing, chatting and downloads.

Commercial Plans

- Multiple PC
- About Bharti Airtel Ltd.

Bharti Airtel Limited is one of India’s leading private sector providers of

telecommunications services with an aggregate of over 23.29 million customers as
of end of May ‘06, consisting of more than 21.86 million mobile customers.

The Company was the first private operator to provide mobile services in all the
23 circles in India. The Company also provides telephone services and Internet
access over DSL in 15 circles. The Company complements its mobile, broadband
& telephone services with national and international long distance services.
The Company also has a submarine cable landing station at Chennai, which
connects the submarine cable connecting Chennai and Singapore. The Company is
a part of the consortium, which jointly owns and has developed the next
generation undersea cable system SEA-ME-WE-4. The Company provides
reliable end-to-end data and enterprise services to the corporate customers by
leveraging its nationwide fiber optic backbone, last mile connectivity in fixed-line
and mobile circles, VSATs, ISP and international bandwidth access through the
gateways and landing station.
Bharti Enterprises has successfully focused its strategy on telecom while
straddling diverse fields of business. From the creation of 'Airtel', one of India's
finest brands, to becoming the largest manufacturer and exporter of world class
telecom terminals under its 'Beetel' brand, Bharti has created a significant position
for itself in the global telecommunications sector. Bharti Airtel Limited is today
acknowledged as one of India's finest companies, and its flagship brand 'Airtel',
has over 23 million customers across the length and breadth of India.While a joint
venture with TeleTech Inc., USA marked Bharti’s successful foray into the
Customer Management Services business, Bharti Enterprises’ dynamic
diversification has continued with the company venturing into telecom software
development. Recently, Bharti has successfully launched an international venture
with EL Rothschild Group owned ELRO Holdings India Ltd., to export fresh Agri
products exclusively to markets in Europe and USA.

1 Business Description
Bharti Airtel provides a range of telecom services which include mobile services,
broadband & telephone (fixed line) services, National and International long
distance services and VSAT, Internet services and network solutions. Airtel has
over one million fixed line voice, data and broadband customers and operates
India's first and largest private fixed line network.

2 Established
July 07, 1995 as a Public Limited Company.
3 Proportionate Revenue
Rs. 117,255 million (year ended March 31, 2006 Un-audited)
Rs. 81,558 million (year ended March 31, 2005-Audited).

4 Vision
By 2010 Airtel will be the most admired brand in India:
• Loved by more customers
• Targeted by top talent
• Benchmarked by more business
• First private telecommunications company to launch long distance
services.

Bharti Tele-Ventures is one of India’s leading private sector providers of

telecommunication services based on an aggregate of 19,740,320 customers as of
February 28, 2006, consisting of 18,450,074 GSM mobile and 1,290,246
broadband & telephone customers.

The company is a part of Bharti Enterprises, and is India's leading provider of

telecommunications services. The businesses at Bharti Airtel have been structured
into three individual strategic business units (SBU’s)
• Mobile services,
• Broadband & telephone services (B&T) &
• Enterprise services.

The mobile services group provides GSM mobile services across India in 23
telecom circles, while the B&T business group provides broadband & telephone
services in 90 cities. The Enterprise services group has two sub-units carriers (long
distance services) and services to corporate. All these services are provided under
the Airtel brand.

Apart from being the largest manufacturer of telephone instruments in India, it is also the first company to
export its products to the U.S.A. It has over 21 million satisfied customers.
The Airtel Image style
It incorporates two solid, red rectangular forms whose counter form creates an open doorway.

The Airtel Typographical style

The title case lettering with its capital 'A' was deliberately chosen to reinforce the brand's
leadership position. The red dot on the letterform 'I' cues Airtel's focus on innovation. The
words 'Express Yourself' are very much part of the brand identity.

The Airtel Colour Palette

The lettering is grey so that the pure black of Airtel is visually unharmed.

Service Areas
Delhi (Metro), Mumbai (Metro), Kolkata (Metro), Chennai (Metro), Andhra
Pradesh, Assam, Bihar, Gujarat, Haryana, Himachal Pradesh, Jammu & Kashmir,
Kerala, Karnataka, Madhya Pradesh, Maharashtra, North East, Orissa, Punjab,
Rajasthan, Tamil Nadu, Uttrakhand, Uttar Pradesh (W), West Bengal.

Fixed Line Services

Bharti Airtel became the first private fixed line service provider in India. It is now
promoted under the brand “Airtel”. Fixed Line Phones are based on DSL
Technology. Airtel has subsequently started providing fixed line services in the
four circles of Delhi, Haryana, Madhya Pradesh, Karnataka, Tamil Nadu and U.P.
(West).

Airtel Enterprises Services believes that these circles have high

Telecommunications potential, especially for carrying Voice and Data traffic.
These circles were strategically selected so as to provide synergies with Airtel’s
long Distance network and Airtel’s extensive mobile network.
Here are the few reasons why one should switch to Airtel Data Services.

Single-Click
Airtel Data Services ensures fast connectivity.

Dedicated Bandwidth
Speed upto 128 Kbps, making it even faster than an ISDN connection and
definitely speedier than a Dial-up.

Surf while you talk

No more missed calls or blocked telephone lines while using the internet.

Robust Installation
Underground cables guarantee a protected and wholly dependable connection.

Affordable Tariff Plans

All these features at absolutely costs lower than a Dial-up.

The Brand Edge

The promise of putting the customer first and delivering the latest and the best in
telecommunication.

24x7 Customer Support

Airtel Data Services customer support executive is just an email or a phone call
away.

Airtel Broadband and Telephone services

Airtel’s high speed optic fiber network spans 35000 kms covering almost all the
major cities in the country. The network is configured in multiple “self-healing”
rings to ensure error free service. In addition, the flexible IP/ATM layer, built on
an optical core allows rapid service delivery time frames and highly customized
solutions to meet diverse requirements.
Features of Airtel Broadband

• All speed- no breakers

Airtel Data Services offers a dedicated bandwidth with speed of upto
512 Kbps available at a single click and supported by a superior
technology infrastructure.
Large data files can be attached, downloaded, uploaded and exchanged
at amazingly unbelievable speeds.

• Scaling new heights

Airtel data services offer a wide range of tariff plan packages, with the
flexibility to scale up the connections as the needs and business grow.
The ease of upgradation and the price performance value make
business sense. Superior server technology and a dedicated port
provide total security storage to data and information exchange through
the internet.

• Cost-effective- Added benefits, lower costs

Two built-in static IP addresses to facilitate scalability. Avail of an easy
to install, state-of-the-art WiFi wireless access solution, configured
with Airtel Data Services connection. This allows wireless mobility
within the premises.

• Round the clock customer care

Just to ensure that there are no hurdles to the business, not even minor
technical snags.
Airtel offers a bouquet of self care services

Single Login ID
All Airtel numbers (Telephone, broadband and mobile) can be registered in one
My Airtel user ID and manage them by a single login.

Easy Registration
Simply log onto www.airtel.in and click on the ‘Register Link’.
Now fill the My Airtel Registration Form and click on the ‘submit’ button.
Once the details of an individual have been submitted the password is sent through
SMS or E-mail on the registered mobile number/E-mail ID.
Now an individual is ready to start viewing My Airtel.

Online Viewing of Bill

Through My Airtel one can view his/her last 12 bills.

Classification of Calls as Personal and Official

Call details can be viewed and can be classified made by him/her into personal
and official.

Bills by E-mail
An individual can update his/her profile on the website and can specify his/her E-
mail ID and willingness to receive bills by E-mail.

Online payment of Bills

My Airtel also provides the facility to pay the bills online through
VISA/MASTER Cards.

Facility to Log Complaints and Requests Online

My Airtel provides a channel to register feedback about the services, request for a
new facility.
Free of Cost Service
Subscription to this service is available free of cost.

History of Digital Subscriber Line

Digital Subscriber Line Technology was developed by Joe Lechleider
at Bellcore (later named Telcordia Technologies). The first type of
DSL, ADCL (Asymmetric Digital Subscriber Line) was created in
1988.

Digital Subscriber Line Technology

DSL also known as xDSL is a group of technologies that provide data

transmission through the wires of local phone company. Previously DSL stood for
Digital Subscriber Loop, although now many have adopted the term Digital
Subscriber Line.

With a large variety if DSL services; theoretical downstream speeds can range
from 256KBIT/S to 24 MBIT/S (24000KBIT/S), depending on various factors,
such as line quality, type of DSL and distance from provider.

Airtel Data Service is powered by DSL i.e. Digital Subscriber Line technology.
The Company also provides telephone services and Internet access over DSL in 15
circles.

DSL provides blazing-fast, secure Internet access and can be delivered to both
homes and to businesses. Delivered right through a regular telephone line data
rates can vary from 128Kb to 8Mb per second depending on the type and cost of
the service.

DSL technology provides instant Internet and network access at speeds up to 50

times faster than a 28.8Kbps modem on a standard analog phone line. There are no
Dial-up delays, no busy signals. What used to take minutes or hours to download
will take just seconds or minutes.
With DSL Internet service graphics heavy files, large documents, software, photos,
E-mail attachments and more instantly. And because DSL Internet Service sends
data and voice over the same line, you can talk on the phone while you are online.

And most important it’s a service that you don’t have to dial into. Just turn on your
PC, open a browser, and you are ready to surf (No more hearing those annoying
beeps and tones, then waiting to be connected. You are always connected
whenever you wish to!). Beyond Internet access, DSL also has the ability to carry
additional phone lines and entertainment services using the same pair of wires.

Which one is better – DSL or Cable

According to Network and Security

The over all security of DSL is much stronger than cable due to fact it’s a
dedicated connection to the provider and is less likely to get interference from
threats. Although you are never safe without the proper software or hardware to
protect your system.

According to Speed
DSL provides a dedicated connection, thus giving a much more constant speed.
Cable connection speeds will constantly fluctuate depending on the amount of
users on the network.

SME/SMB/Corporate/Commercial Segment who require heavy data transfer

limit.
- No hourly bondage. Need to be 24 hrs online.

Board of Directors
The group has been structured to create functional and operational specialization
with a linear vision of business lines and functional areas.

Management Structure

The company is headed by Chairman and Group Managing Director SUNIL

BHARTI MITTAL, who is assisted by two joint managing directors AKHIL
GUPTA and RAJAN BHARTI MITTAL. The company also has two Presidents
President Mobile Services and President Infotel services; this responsibility
includes Fixed-line, Long Distance and Broadband Services.
The Presidents report to the Group Chairman and Managing Director. The head of
units and SBU’s report to the respective business’s president.
An apex team of Corporate Directors has been constituted. The Corporate
Directors have supervisory and strategic responsibilities for functional areas across
business lines. The Directors oversee functional areas including Business
Development, Human Resources, Marketing, Corporate Communications, IT &
Technology, Finance, Legal, Corporate Affairs, Corporate Strategy & Planning
and Supervisory Director cum Chief Mentor-mobility.

The organization structure is designed to ensure that identical businesses run along
similar lines and best resources in any functional field, be tapped to serve the best
interests of the entire group.

5 The structure also defines the role of the head of the

units who are empowered to manage their respective
companies and are fully responsible for business
operations to build world class organizations with a high
degree of customer focus.

6 Partners
The company has a strategic alliance with SingTel. The investment made by
SingTel is one of the largest investments made in the world outside Singapore, in
the company.

The company also has a strategic alliance with Vodafone. The investment made by
Vodafone in Bharti is one of the largest single foreign investments made in the
Indian telecom sector.
The company’s mobile network equipment partners include Ericsson and Nokia.

In the case of the broadband and telephone services and enterprise services
(carriers), equipment suppliers include Siemens, Nortel, Corning, among others.
The Company also has an information technology alliance with IBM for its group-
wide information technology requirements and with Nortel for call center
technology requirements. The call center operations for the mobile services have
been outsourced to IBM Daksh, Hinduja TMT, Teletech and Mphasis.
 Market share of telecomm companies Airtel 32%, Idea 34%, RIM 16%,BSNL 14%,
TATA INDICOM 2% and Hutch 2%. (as per data collected)

SHARE OF VARIOUS GSM OPERATOR IN INDIAN MARKET

 Bharti is the market leader with 27.91% and others BSNL 24.44%, Hutch 19.51%
This gives a clear scenario of Bharti is the market leader. (As per COAI report Dec
2005)

COMPARISON POSTPAID Vs PREPAID

25

20

15

10

0
S1
POSTPAID
PREPAID

Our analysis of companies shows more postpaid than prepaid reverse of the
actual figure. This was because of the sample we have chosen was different
companies and business organizations.
MONTHLY EXPENSES OF CUSTOMER

MONTHLY EXPENSE

16 15
14
12 11
10 9 9
8
6
4
2
0
BELOW 350 350-499 500-1000 1000 AND
ABOVE
RESPONSE OF CUSTOMER

Response of the customer and the other under study, regarding a new connection or
interested for a group connection in the organization.
No. of Customer Walk-in in franchise

The pie chart shows the no of walk-in for different franchise. The data collected through
questionnaire no. 2. customer mainly complained for
1. bills not received
2. information at online customer care & at franchise are different.
MD: Mr. Asim Ghosh
Email: asim.ghosh@hutch.in
Website: www.hutch.in
Service Area: Andhra Pradesh, Chennai (Metro), Delhi (Metro), Gujarat,
Haryana, Karnataka, Kolkata (Metro), Mumbai (Metro), Punjab, Rajasthan,
Uttar Pradesh (W), Uttar Pradesh (E), West Bengal.
About Hutch
Hutch is the brand name of Hutchison Essar. It established its presence in
India in 1994 and was one of the first cellular providers in the city of
Mumbai. Over time it has expanded operations across the country and is
among the most respected cellular service providers known for providing
world class and innovative class services.
Hutchison Essar is a joint venture between Hutchison Telecom and Essar
with 11.41 million mobile users as on December 31, 2005 across the
country. Over the years, it has tried hard been in order to provide seamless
communication coupled with a commendable pace in rolling out its
networks in various rural & urban areas.
Hutchison Telecom is a part of the multinational conglomerate - Hutchison
Whampoa which has its origins dating back to 1828 in Hong Kong. The
Group operates five core businesses in 42 countries across the world, of
which, Hutchison Telecom has been one of the pioneers in mobile
multimedia communication and spans five continents.
Apart from telecommunications, the Essar Group also have ventured into
other manufacturing & service sectors like Steel, Oil & Gas, Power,
Shipping & Logistics & Engineering & Constructions. The Group has an
asset base of over Rs 20 billion
(US$ 4.4 billion) and employs over 4000 people.
Hutchison Esaar
Orange House, Penninsula Point
Peninsula Corporate Park
Ganpath Rao Kadam Marg
Lower Parel, Mumbai – 400013
CEO: Mr. Vikram Mehmi
Email: vikram.mehmi@ideacellular.com
Website: www.ideacellular.com
Service Area: Delhi (Metro), Andhra Pradesh, Gujarat, Haryana,
Maharashtra, Kerala, Madhya Pradesh, Uttar Pradesh (W).
About Idea
IDEA Cellular has licenses to operate in 11 telecom circles in India. With a
customer base of over 6 million as on December 31, 2005, IDEA Cellular
has operations in Delhi, Maharashtra, Goa, Gujarat, Andhra Pradesh,
Madhya Pradesh, Chattisgarh, Uttaranchal, Haryana, UP- West and Kerala.
IDEA Cellular's footprint currently covers approximately 45% of India's
population and over 50% of the potential telecom-market.
With GPRS currently available on all its' networks, for both pre and post
paid customers, IDEA Cellular has commercially launched next generation
EDGE technology for its Delhi circle.
It has launched music messaging with 'Cellular Jockey', 'Global SMS' in
over 540 networks across all technology platforms, a voice portal with 'Say
IDEA'. Among the tariff plans, IDEA Cellular offers customer friendly and
competitive Pre Paid offerings, with 'Eco Talk', 'Flexi-charge', 'Super Power'
and other segmented offerings. 'Lifetime Idea' is the first and only loyalty
program,for pre paid customers and Pay Easy which is bill payment
through the effective use of the pre-paid channel, IDEA has also launched
a complete suite of Mobile Email services.

Idea Cellular Limited

11/1, Sharada Center
Eranwadane, Off Karve Road
Pune – 411 004
CEO: Mr. S.P. Shukla
Email: s.shukla@relianceinfo.com

Reliance Telecom Limited

Dhirubhai Ambani Knowledge City,
Thane - Belapur Road, Navi Mumbai –
406709

SERVICE AREA:- Andhra Pradesh, Bihar & Jharkhand , Chennai, Delhi, Gujarat,
Haryana, Himachal Pradesh, Karnataka, Kolkatta, Kerala, Madhya Pradesh, Maharashtra
& Goa, Mumbai, Orissa, Punjab, Rajasthan, Tamilnadu, Uttar Pradesh (East), Uttar
Pradesh (West), West Bengal / Sikkim ,Chandigarh, Pondicherry.
ABOUT RELIANCE
Reliance Infocomm began laying its 60,000 route kilometres of pan-India fibre optic
backbone in 1999. The backbone was commissioned on December 28, 2002,
Dhirubhai’s 70th birth anniversary, first since his sad demise on July 6, 2002.
Present at over 240 locations in over 100 cities across the country, Reliance Web
World offers a wide array of services like Broadband Surfing, Multiplayer Online
Gaming, Video Conferencing, Digital Electronic News Gathering, Digital Services,
eLearning, Virtual Office & more, besides offering Reliance phones, accessories and
related services 80,000 kms of optic fiber backbone. Wireless network covering over
2,400 cities/towns, to expand to over 5,700 cities AND 4,00,000 villages by
December. 4,300 Base Transceiver Stations (BTSs) across the country, to increase to
around 8,500 by December. Network with superior reliability. All this managed from
our state-of-the-art national network operations centre in Mumbai.
 Plan 249

AIRTEL TATA IDEA RIM HUTCH BSNL325

ACTIVATION
CHARGE 150 100 200 330 150
SECURITY
DEPOSIT 500 500 500 500
MONTHLY
RENTAL 249 249 249 124 249
CLIP CHARGE 50

LOCAL
OWN NETWORK 0.5 1.2 0.5 0.5 0.3 0.8
OTHER MOBILE 0.5 1.2 0.5 0.5 0.5 0.8
OTHERS 1 1.2 1 1 1 1.2

STD
OWN NETWORK 2 2.65 2.65 2 2.4 1.8
OTHER MOBILE 2 2.65 2.65 2.5 2.4 1.8
OTHERS 2 2.65 2.65 2.5 2.4 1.8

Rs.150LOCAL M 199 150 LOCAL M TO 150LOCAL M 2 M & 500

FREE TALK TIME TO M LOCAL M MINUTES H2H
SMS
LOCAL 1 1 1 1 1 0.4
NATIONAL 2 1 2 2 2 0.8
INTERNATIONAL 5 5 5 5 5 5
50 SMS FREE PER MONTH

Findings:

1. Idea gives 50 SMS free and does not charge additional clip charges.
2. Hutch is FAT of Rs.150 local mobile to mobile and FAT of Rs.500 on local
Hutch to Hutch.
3. Call charges of BSNL are higher in local but cheapest in STD.
 Group plan
AIRTEL IDEA RIM TATA
ACTIVATION CHARGE 100 200 330 100
SECURITY DEPOSIT 500 500 500
MONTHLY RENTAL 249 249 124+225 198
CLIP CHARGE 50 25
MONTHLY BILL 299 249 349 223

LOCAL
OWN NETWORK 0.5 0.3 0.5 0
OTHER MOBILE 0.5 0.5 1 1
OTHERS 1 1 1 2

STD
OWN NETWORK 2 2 2 3
OTHER MOBILE 2 2 2.5 3
OTHERS 2 2 2.5 3

FREE TALK TIME 1000 min*

SMS
LOCAL 1 1 1 1
NATIONAL 2 2 2 2
INTERNATIONAL 5 5 5 5

CALL WITH IN
GROUP .3P FREE original plan 124 TATA TO TATA FREE
no group
planavailable
FREE SMS NA 50 NA NA

Findings :

1. TATA to TATA all calls are freeing local circle.

2. Reliance give 1000 min to any reliance with addition Rs. 225
3. Calls in group in Idea are free and to other idea mobile is .30p and 50 SMS
per month
4. Calls in group in Airtel are .30p and to other Airtel mobile is .30p and 50
SMS per month
 Plan 444
AIRTEL IDEA RIM TATA
ACTIVATION CHARGE 150 200 330 100
SECURITY DEPOSIT 500 500 500
MONTHLY RENTAL 444 444 124+225 444
CLIP CHARGE 50 50 25
MONTHLY BILL 249 249 349 223

LOCAL
OWN NETWORK .44 .50 0 0
OTHER MOBILE .88 .80 1 1
OTHERS .88 1 1 2

STD
OWN NETWORK 1 2 1 3
OTHER MOBILE 1 2 2 3
OTHERS 1 2 2.5 3

FREE TALK TIME 250/250 min* 500 min* 1000 min*

SMS
LOCAL 1 1 1 1
NATIONAL 2 2 2 2
INTERNATIONAL 5 5 5 5

original plan 124

no jodi pack
available

Plan199
 AIRTEL TATA IDEA RIM BSNL(225)
ACTIVATION CHARGE 150 100 200 330
SECURITY DEPOSIT 500 500 500
MONTHLY RENTAL 199 198(123+75) 199 124
CLIP CHARGE 50 25 50

LOCAL
OWN NETWORK 1 0 1 0.5 0.9
OTHER MOBILE 2 1 2 0.5 0.9
OTHERS 2 2 2 1 1.2

STD
OWN NETWORK 2 3 2 2 2
OTHER MOBILE 2.4 3 2 2.5 2
OTHERS 2.4 3 2 2.5 2.4

FREE TALK TIME PAY RS.225 1000

Per month free
Sms
Local 1 1 1 1 0.4
Std 2 2 2 2 0.8
international 5 5 5 5 5
ROAMING FREE T 2 T
NO ROAMOING RENTAL

Findings:

1. Tata Indicom has plan better then others.

 1. Customer dissatisfaction was largely due to bill. Customers do not get
their bills.
2. Bill plan are not as attractive as compared to competitor’s plan.
3. There must be uniformity in the information provided to the customer
by customer care executive at franchise and online.

Franchise OM SOLUTIONS
1. Area served by the franchise for the organization is very small.

2. No time table is displayed in the Franchise.

3. They didn’t have proper arrangement of water.

4. There was no A.C.

5. Sign boards were old bearing old schemes.

6. Not properly advertised.

 1. Company should make up the bill distribution network strong enough
to match up the customer requirement.
a. Company may use courier services for distribution of bills.
b. Company may also use the newspaper distributor.
2. Scheme and plans provided by the company should be attractive
enough to have the kind attention of the customers and strong
enough to meet the competitive environment.
3. Customer must be given chance to plan product for the company.
4. There must be uniformity in the information provided to the customer
by customer care executive at franchise and customer care
executive online to avoid communication gap.
5. Airtel sites must be promoted among the customer for more use.

Franchise OM SOLUTIONS

1. The company should review about the area of operation for OM

SOLUTIONS.
2. The franchise must bear a proper Time Table.
3. There should be proper arrangement of water along with a servant.
4. The environment must be Air-conditioned.
5. Sign boards latest holograms and schemes should be placed at the
franchise.
6. Proper advertisement for the franchise should be made to gear up
the sales in the market.
7. Customer executive at franchise of other companies were more
formal.
 • Time constraints: due to limitation of time we don’t have a large
variety of customers.
• At times customers are not ready to listen to the information given
to them because they are too angry with the whole processing
system. So didn’t respond.
• Limited area for operations: we were bounded by the authorities
for a particular and specified area of operations there in we did
not have a variety of postpaid customer. Had it been a bigger area
outcomes of the project would have been really outstanding.

QUESTIONNAIRE NO. 1

1.
2. Which connection the you are having?

Idea Airtel BSNL

Hutch RIM Tata Indicom

3. What are the problems you are facing with connection that you are using?
Roaming Network
Billing Call Barring

4. Which connection do you have?

Postpaid Prepaid

5. Your mobile expenditure is managed by

Self Organization

6. What is your minimum mobile expenditure?

___________________________________________________________________________________
_

7. Any other facility you want in connection?

___________________________________________________________________________________
_

8. We welcome your valuable suggestion to Airtel.

___________________________________________________________________________________
___________________________________________________________________________________
___________________________________________________________________________________
___________________________________________________________________________________
____

9. Response of the customer

___________________________________________________________________________________
___________________________________________________________________________________
__
 Questionnaire No. 2

Name: - Contact No.:-

Add.:-

1. Purpose of visit:-
___________________________________________________________________
___________________________________________________________________

2. Is customer care executive attended you well?

a) Yes b) No

3. Do you feel comfortable in the environment?

a) Yes b) No

4. Are you satisfied with executive’s job knowledge?

a) Yes b) No

5. Is your problem solved?

a) Yes b) No

6. In how much time your problem is solved?

___________________________________________________________________

7. No. of visit made by you?

___________________________________________________________________

8. Whether you got confirmation of resolution?

a) Yes b) No

9. Are you satisfied now?

a) Yes b) No

10. Do want to visit this ACR in future?

___________________________________________________________________
 BIBLIOGRAPHY

• Kotler Philip, Marketing Management (Ninth Edition)

-By (Published Prentice-hall of India Pvt.ltd. New Delhi)

• G.C Beri, Marketing Research (Second Edition)

-By(Published Tata Mcgraw Hill Publishing Col.Ltd. Delhi)

• Business Today

• Magazines.

Websites

 www.google.com

 www.airtel.com

 www.hutchworld.com

 www.reliancemobile.com