Project on Organization study at Bharti Airtel


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Project on Organization study at Bharti Airtel

  1. 1. EXECUTIVE SUMMARY<br />Airtel comes to you from Bharti Airtel Limited. It is one of the leading integrated telecom services providers with operation in 18 countries across Asia and Africa. Sunil Bharti Mittal is the Founder, Chairman and Group CEO of Bharti Enterprises, one of India’s leading business groups with interests in telecom, financial services, retail, reality, manufacturing and agriculture. <br />Airtel is one of Asia’s leading providers of telecommunication services with presence in all the 22 licensed jurisdiction (Also known as Telecom Circles) in India and Sri Lanka. <br />Airtel not only deals with telecom but also it has many other products. It has pioneered several innovations in telecom sectors. The company is structured into four strategic business units:- Mobile, Tele Media, Enterprise and Digital TV. <br />The mobile business offers services in India, Sri Lanka and Bangladesh. The telemedia business provides broadband. IPTV and telephone services in 89 Indian cities. The Digital TV business provides Direct-to-Home TV services across India. The Enterprise business provides end-to-end telecom solutions to corporate customers and national and international long distance services to telcos.<br /> <br /> <br /> <br /> INTRODUCTION<br />Airtel was born free, a force unleashed into the market with a relentless and unwavering determination to success. A spirit charged with energy, creativity and a team driven “to seize the day” with an ambition to become the most globally admired telecom service. Airtel, in just ten years of operations, rose to the pinnacle to achievement and continues to lead.<br />As India’s leading telecommunications company Airtel brand has played the role as a major catalyst in India’s reforms, contributing to its economic resurgence.<br />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 callhome service. <br />Partners of Airtel:-<br /><ul><li>Network equipment</li></ul>Mobile Services : Nokia Siemens, Ericsson, Huawei.<br />Telemedia & Long Distance Services : Nokia Siemens, Juniper, Cisco, Alcatel Lucent, ECI, Tellabs.<br /><ul><li>Information Technology : IBM
  2. 2. Call Centre Operations : IBM Daksh, Hinduja, Teleperformance, Mphasis, Firstsource & Aegis.
  3. 3. Equity Partner ( Strategic ) : Singtel. </li></ul> SCOPE OF THE STUDY<br /><ul><li>It helps students to understand the working environment and the procedural setup of the organization/company.
  4. 4. It is useful for the students for further reference.
  5. 5. It helps the students to gain practical knowledge.
  6. 6. To know about the Telecom Sector and the rising competition in this particular field.
  7. 7. To know about the functioning of the Telecom company.</li></ul> <br /> <br /> <br /> OBJECTIVE OF THE STUDY<br /><ul><li>To know about the company and its nature.
  8. 8. To know about the different types of the product they are dealing with.
  9. 9. To know about the merits and demerits of the company.
  10. 10. To know about the shortfall in their products that is running in the market.
  11. 11. To know the types of services that they are offering to their customers.
  12. 12. To know about the Internal and External environment of the company.</li></ul> <br /> <br /> METHODOLOGY<br />The branch of philosophy that analyzes the principal and procedures of inquiry in a particular discipline. Also the method applied to collect the required information from the company. <br />Primary Data:<br />Primary Data’s are first hand data those which are collected from the direct source. Here data’s are collected by meeting the officials personally. This method of collection of data is very helpful as because we can know about the internal matter and also be able to get different answers as the mentality of person varies. <br />Secondary Data:<br />Secondary Data’s are the second hand data which are usually taken or collected from the existing records.<br />Data’s collected from secondary sources are like company’s record of work, company’s web sites, reference texts, the documents of the company.<br />The purpose behind the collection of the data’s is to know about the past position of the company and the feedback of the customers towards the company and also the product of the company.<br /> LIMITATIONS: <br />There is no such work which remains untouched with the limitation. But no company will let themselves down by letting us know what are there limitations. <br />And also the company didn’t provide me the data’s as those were confidential and were not discloseable in general.<br /> <br /> Industry profile<br />Meaning and Definition of Telecommunication<br />Telecommunications, also called telecommunication, is the exchange of information over significant distances by electronic means. A complete, single telecommunications circuit consists of two stations, each equipped with a transmitter and a receiver. The transmitter and receiver at any station may be electrical combined into a single device called transceiver. The medium of signal transmission can be electrical wire or cable ( also known as ‘copper’ ), optical fibre or electromagnetic fields. The free-space transmission and reception of data by means of electromagnetic fields is called wireless.<br />The simplest form of telecommunications takes place between two stations. However, it is common for multiple transmitting and receiving stations to exchange data among themselves. Such an arrangement is called telecommunications network. The Internet is the largest example. On a smaller scale, example include: Telephone networks, Corporate and academic wide-area networks(WANs), Police and fire communication system.<br />HISTORY OF TELECOMMUNICATION:<br />The history of telecommunication began with the use of smoke signals and drums in Africa, the Americas and parts of Asia. In the 1790s the first fixed semaphore systems emerged in Europe; however it was not until the 1830s that electrical telecommunication systems started to appear. This article details the history of telecommunication and the individuals who helped make telecommunication systems what they are today. The history of telecommunication is an important part of the larger history of communication.<br />Now let us see how the telecommunication has improved from the olden days of smoke signals and drums to the new changing technology of fast internet and mobile phones.<br />Early Telecommunication:<br />Early telecommunications included smoke signals and drums. Drums were used by natives in Africa, New Guinea and South America, and smoke signals in North America and China. Contrary to what one might think, these systems were often used to do more than merely announce the presence of a camp.<br /> In 1792, a French engineer, Claude Chappe built the first visual telegraphy (or semaphore) system between Lille and Paris. This was followed by a line from Strasbourg to Paris. In 1794, a Swedish engineer, Abraham Edelcrantz built a quite different system from Stockholm to Drottningholm. As opposed to Chappe's system which involved pulleys rotating beams of wood, Edelcrantz's system relied only upon shutters and was therefore faster. However semaphore as a communication system suffered from the need for skilled operators and expensive towers often at intervals of only ten to thirty kilometres (six to nineteen miles). As a result, the last commercial line was abandoned in 1880. <br />Telegraph and Telephone:<br />A very early experiment in electrical telegraphy was an 'electrochemical' telegraph created by the German physician, anatomist and inventor Samuel Thomas von Sömmering in 1809, based on an earlier, less robust design of 1804 by Catalan polymath and scientist Francisco Salvá i Campillo. Both their designs employed multiple wires (up to 35) in order to visually represent almost all Latin letters and numerals. Thus, messages could be conveyed electrically up to a few kilometres (in von Sömmering's design), with each of the telegraph receiver's wires immersed in a separate glass tube of acid.<br />The first commercial electrical telegraph was constructed in England by Sir Charles Wheatstone and Sir William Fothergill Cooke. It used the deflection of needles to represent messages and started operating over twenty-one kilometres (thirteen miles) of the Great Western Railway on 9 April 1839. Both Wheatstone and Cooke viewed their device as "an improvement to the [existing] electromagnetic telegraph" not as a new device.<br />In 1880, Bell and co-inventor Charles Sumner Tainter conducted the world's first wireless telephone call via modulated light beams projected by photophones. The scientific principles of their invention would not be utilized for several decades, when they were first deployed in military and fiber-optic communications.<br />Radio and Television:<br />In 1832, James Lindsay gave a classroom demonstration of wireless telegraphy to his students. By 1854 he was able to demonstrate a transmission across the Firth of Tay from Dundee to Woodhaven, a distance of two miles (3 km), using water as the transmission medium.<br />On March 25, 1925, Scottish inventor John Logie Baird publicly demonstrated the transmission of moving silhouette pictures at the London department store Selfridges. In October 1925, Baird was successful in obtaining moving pictures with halftone shades, which were by most accounts the first true television pictures. This led to a public demonstration of the improved device on 26 January 1926 again at Selfridges. Baird's first devices relied upon the Nipkow disk and thus became known as themechanical television. It formed the basis of semi-experimental broadcasts done by the British Broadcasting Corporation beginning September 30, 1929. <br />After mid-century the spread of coaxial cable and microwave radio relay allowed television networks to spread across even large countries.<br />Computer networks and the Internet:<br />On September 11, 1940, George Stibitz was able to transmit problems using teletype to his Complex Number Calculator in New York and receive the computed results back at Dartmouth College in New Hampshire.[17] This configuration of a centralized computer or mainframe with remote dumb terminals remained popular throughout the 1950s. However it was not until the 1960s that researchers started to investigate packet switching — a technology that would allow chunks of data to be sent to different computers without first passing through a centralized mainframe. A four-node network emerged on December 5, 1969 between the University of California, Los Angeles, the Stanford Research Institute, the University of Utah and the University of California, Santa Barbara. This network would become ARPANET, which by 1981 would consist of 213 nodes. In June 1973, the first non-US node was added to the network belonging to Norway's NORSAR project. This was shortly followed by a node in London. <br />ARPANET's development centred around the Request for Comment process and on April 7, 1969, RFC 1 was published. This process is important because ARPANET would eventually merge with other networks to form the Internet and many of the protocols the Internet relies upon today were specified through this process. In September 1981, RFC 791 introduced the Internet Protocol v4 (IPv4) and RFC 793 introduced the Transmission Control Protocol (TCP) — thus creating the TCP/IP protocol that much of the Internet relies upon today. A more relaxed transport protocol that, unlike TCP, <br />did not guarantee the orderly delivery of packets called the User Datagram Protocol (UDP) was submitted on 28 August 1980 as RFC 768. An e-mail protocol, SMTP, was introduced in August 1982 by RFC 821 and http://1.0 a protocol that would make the hyperlinked Internet possible was introduced on May 1996 by RFC 1945.<br />However not all important developments were made through the Request for Comment process. Two popular link protocols for local area networks (LANs) also appeared in the 1970s. A patent for the Token Ring protocol was filed by Olof Söderblom on October 29, 1974.[20] And a paper on the Ethernet protocol was published by Robert Metcalfe and David Boggs in the July 1976 issue of Communications of the ACM.[21]<br />Internet access became widespread late in the century, using the old telephone and television networks.<br />Telecom in India:<br /> The Indian telecommunications industry is one of the world’s fastest growing industries, with 653.92 million telephone (landlines and mobile) subscribers and 617.53 million mobile phone connections as of may 2010. It is also the second largest telecommunication network in the world in terms of number of wireless connections after China. The Indian Mobile subscriber base has increased in size by a factor of more than one-hundred since 2001 when the number of subscriber in the country was approximately 5 million to 617.53 million in May 2010.<br />As the fastest growing telecommunications industry in the world, it is projected that India will have 1.159 billion mobile subscriber by 2013. The industry is expected to reach a size of Rs. 344,921 crore by 2012 at a growth rate of over 26 percent and generate employment opportunities for about 10 million people during the same period. According to the analysts, the sector would create direct employment for 2.8 million people and for 7 million indirectly. <br />Modern Growth: <br />A large population, low telephony penetration levels, and a rise in consumers’ income and spending owing to strong economic growth have helped make India the fastest-growing telecom market in the world. The first operator is the state-owned incumbent BSNL. BSNL was created by corporatization of the erstwhile DTS (Department of Telecommunication Service), a government unit responsible for provision of telephony services. Subsequently, after the telecommunication policies were revised to allow private operators, companies such as Vodafone, Bharti Airtel, Tata Indicom, Idea Cellular, Aircel and Loop Mobile have entered the space.<br />In 2008-2009 rural India outpaced urban India in mobile growth rate. Bharti Airtel now is the largest telecom company in India.<br />India’s mobile phone market is the fastest growing in the world, with companies adding some 20.31 million new customers in March 2010. The tatal number of telephones in the country crossed the 600 million mark in Feb 2010. The overall tele-density has increased t 44.85% in Oct 2009.<br />The total wireless subscribers (GSM, CDMA & WLL (F)) base is more than 543.20 million now. The wireline segment subscriber base stood at 37.06 million with a decline of 0.12 million in Dec 2009.<br />Indian telecom sector: recent policies<br /><ul><li>All the Villages shall be covered by telecom facility by the end of 2002.
  13. 13. National Long Distance Service (NLD) is opened for Unrestricted entry.
  14. 14. The International Long Distance (ILDS) have been opened to competition.
  15. 15. The basic services are open to competition.
  16. 16. Policies allowing private participation have been announced as per the New Telecom Policy (NTP), 1999 in several new services, which includes Global Mobile Personal Communication by Satellite (GMPCS) Services, digital Public Mobile Radio Trunked Service (PMRTS), Voice Mail/ Audiotex/ Unified Messaging Service.
  17. 17. Two telecom PSUs, VSNL and HTL have been disinvested. </li></ul>Market Share of Wireless Operator In India:<br />COMPANY PROFILE<br />Airtel is one of Asia’s leading providers of telecommunication services with presence in all the 22 licensed jurisdictions( also known as Telecom Circles ) in India and in Sri Lanka. It served an aggregate of 133,708,496 customers as of April 30, 2010, in India; of whom 130,616,487 subscribe to GSM services and 3,092,009 use Telemedia Services either for voice and/or broadband access delivered through DSL. Airtel is the largest wireless service provider in the country, based on the number of customers as of April 30, 2010. It offer an integrated suite of telecom solutions to their enterprise customers, in addition to providing long distance connectivity both nationally and internationally. They also offer DTH and IPTV Services. All these services are rendered under a unified brand “AIRTEL”<br />The company also deploys, owns and manages passive infrastructure pertaining to telecom operations under its subsidiary Bharti Infratel Limited. Bharti Infratel owns 42% of Indus Towers Limited. Bharti Infratel and Indus Towers are two top providers of passive infrastructure services in India<br />Factsheet:<br />NameBharti Airtel Limited. Business DescriptionProvides mobile services in all the 22 telecom circles in India, Srilanka and Bangladesh. Was the first private operator to have an all India presence.Provides telemedia services (fixed line and broadband services through DSL) in 89 cities in India.Also offers DTH and IPTV services. EstablishedJuly 07, 1995, as a Public Limited Company Proportionate RevenueRs. 396,150 million (year ended March 31, 2010-Audited)Rs. 369,615 million (year ended March 31, 2009-Audited) As per US GAAP Accounts Proportionate EBITDARs. 160,268 million (year ended March 31, 2010 - Audited)Rs. 151,678 million (year ended March 31, 2009 - Audited) As per US GAAP Accounts Shares in Issue3,797,530,096 as at Mar 31, 2010ListingsThe Stock Exchange, Mumbai (BSE)The National Stock Exchange of India Limited (NSE) Market CapitalisationStock Quote: BSE: INR 295.00Customer Base130,616,487 GSM mobile and 3,092,009 Telemedia Customers (status as on Apr 30, 2010)Operational NetworkProvides GSM mobile services in all the 22 telecom circles in India, Srilanka and Bangladesh. Was the first private operator to have an all India presence. Provides telemedia services (fixed line) in 89 cities in India.Registered OfficeBharti Airtel Limited(A Bharti Enterprise)Bharti Crescent, 1 Nelson Mandela Road, Vasant Kunj Phase IINew Delhi - 110 070Tel. No.: +91 11 4666 6100Fax No.: +91 11 4666 6411<br />VISION AND PROMISE: <br />Airtel is the most admired brand in India:<br /> Loved by more customers<br /> Targeted by top talent<br /> Benchmarked by more businesses<br />We at Airtel always think in fresh and innovative ways about the need of the customers and how we want them to feel. We deliver what we promise and go out of our way to delight the customer with a little bit more” <br />AWARDS AND RECOGNITION: <br />For the Year: 2010-2011<br />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 consumer, spanning 19 cities and 16 states in India, rated brands across different categories to choose brands which delivered true value of money.<br />Bharti Airtel has received the prestigious Businessworld-FICCI-SEDF Corporate Social Responsibility Awards 2009-2010. The FICCI Socio Economic Development Foundation( FICCI-SEDF ) and Businessworld CSR awards was instituted in 1999 to recognize exemplary responsible business practices by the Indian Industry<br />For the Year 2009-2010: <br />Bharti Airtel rated as India’s Best Enterprise Connectivity Provider for 2009 at the Annual Users’ Choice Awards instituted by PC Quest.<br />Bharti Airtel has been recognized as the Best Global Wholesale Carrier for 2009 at the Telecoms World Awards Middle East by Terrapin.<br />Airtel was rated as the ‘Strongest Band’ in the Economic Times Brand Finance Brand Power Rating 2009. It is the only Corporate Brand to be awarded the AAA rating.<br />Airtel ranked second in the Economic Times-Brand Equity Most Trusted Brand Survey 2009.<br />Bharti Airtel ranked India’s second most valuable company, by Business Today in 2009.<br />Quarterly Results:<br />The periods for the quarterly results are demarcated into four quarters in a particular year. The individual quarters are a cumulative sum of the months as described -<br /> Quarter 4 (January, February, March) Quarter 3 (October, November, December) Quarter 2 (July, August, September)<br /> Quarter 1 (April, May, June)<br /> <br />Annually Results:<br />This section constitutes of the company’s detailed financial statements. The financial data is available in United States Generally Accepted Accounting Principles (US GAAP) and Indian GAAP (Annual Reports).  <br />PRODUCT PROFILE<br />The Products which are offered by Airtel is very unique and attractive to the customers. They also provide with lots of benefit and attractive key features to the customers. <br />Airtel deals in four product or we can say that it is divided into four segments of Airtel. They are:-<br /><ul><li>MOBILE
  18. 18. BROADBAND
  19. 19. DIGITAL TV
  20. 20. FIXED LINES</li></ul>MOBILE:<br />Under mobile it is again divided into four. They are: Post Paid, Pre Paid, Black Berry and Smart Phones. People can opt according to their requirement and usage. All the provided schemes are available to the customer without any much problem.<br />POST PAID:<br />Here Post Paid means after using the service we are to pay the amount that which the customer has used. In post paid we are to select the Tariff before the usage. According to the Tariff, we will receive our bill. Then comes the way by which we can pay our bill. Airtel has provided hell lots of facilities for payment of bill hassle free. We can pay our bill through Internet, Paying to the Airtel bill payment outlets, through mobile and if you want to pay your bill sitting at home that is also possible without the use of internet, mobile, etc. A collection of bill from home is also possible with the help of collection boy who comes at your door steps and collects your bill amount. <br />Auto roaming facility is given in post paid mobile connection. We can also get post paid connection along with handset if required.<br />PRE PAID<br />Pre Paid means we have to pay before we use the service. In case of pre paid we have different denominations of vouchers, we have to buy the recharge vouchers and then by entering the 12-digit number we have to recharge our number. We can also recharge our number online, with Lapu facility or by buying the recharge vouchers.<br />Handset is also available with Pre Paid connections. We also have different tariff for pre paid and for reducing the call charges, those which are called as Power Recharge also. Roaming facilities are also give in pre paid all over India other than North East and Jammu & Kashmir for security reasons.<br />BLACK BERRY<br />BlackBerry from Airtel is an ‘always connected’ wireless solution providing easy and secure access to your email and data. BlackBerry is the world’s most integrated communication device on Airtel. With this we can now be constantly accessible on mail, talk on phones and surf the internet at the same time, schedule and coordinate appointments in the middle of meetings, raise approval request, log in orders, update business databases and stay connected to your colleagues, customers, friends and family from anywhere, anytime.<br />KEY FEATURES<br />EmailSMS/MMSWireless InternetOrganiserCamera*AttachmentsInstant MessagingCalender Media*SMARTPHONESSmartphones are those which is supported by Windows mobile 6.5. We can say this smartphones as Mobile PC. We can access in internet and can keep all updates almost all the times. It has a very strong memory backup and can keep in its memory for longer time.BROADBANDBroadband is a high speed internet service which is provided by Airtel. As we all know how the broadband connection is, it comes with an extra wire which is connected with PC or Laptop whatever with the customer wants to use it. It also has different tariffs and many other variations in it. It is not moveable in every place, we have to use in that place where we have taken the connection. The broadband service is very much popular and is acceptable by the customer. It has a very great demand in the market.<br />DIGITAL TV <br />Now a days this digital TV has become very famous and popular among the people. This digital TV comes with a dish which is directly connected with the satellite. In this service we can choose the channel required according to our wish. In digital TV also we have to subscribe for the channels. The picture quality with digital TV is very high and is very much clear.<br />With digital TV we have the facility of recording and pause the programme. The provided cable TV service is now a days getting extinct among the people. With this modern change in technology people are also opting the change.<br />FIXED LINE<br />Fixed lines we all know what exactly it is. This are those telephone lines which is fixed in one place and is connected with a wire. This fixed lines are usually used in homes, shops, telephone boots, office, etc where the mobility of the phone line is not there. BSNL was the first to provide with fixed lines in the country. Now almost all the telecom company’s provide fixed line connection. <br />This fixed line has also the different tariffs. The fixed line is usually post paid, but we can opt for pre paid also. This is very much helpful to the customer because it has a less failure of lines and almost nil network problems.<br />This is all about the product of Airtel which is provided in the market for the customer. All the products of Airtel is running successfully in the market without any failure. The service which is provided by Airtel is speechless and in any problem with the product they try to help the customer as fast as possible.<br />All the product has unique features in itself. All are different in their perspective fields and because of the unique characteristics of the product, the brand AIRTEL is acceptable in the market.<br /> <br /> CUSTOMER SERVICE DELIVERY<br />Customer Service Delivery is one of the very essential department of the organization. It plays a very vital role in the organization. This department starts working right from the beginning when a customer applies for a connection.<br />CSD is the department which is to sort out any kind of problem faced by the customer. The department is playing a very vital role in retaining the customers.<br />Let us now know in broad how this particular department functions. When a customer wishes to take a connection he/she first goes to particular outlet where a connection is available. Then the customer fills up the form and takes a connection. This department then starts its work, they send for the verification of the customer who has applied for the connection. After the verification is done the connection of the customer gets activated and the customer starts using it. <br />After that, if the customer wants to use other services provided by the company, the customer will either go to the outlets or call in the help desk for further query or to know about the schemes provided. All this role play is handled by the CSD department itself. We can say that this department is directly connected with the customers 24 hours.<br />The information’s that we receive through Value Added Service( i.e. SMS) is all done by this department itself. They always keeps the customers aware of the newly launched schemes and try to benefit the customers. To benefit a customer a company should always resolve the problems of the customers that they are facing. They also should not only resolve the problem and leave, but they should also follow up the customers from time to time and create goodwill among them.<br />All this is done by the CSD department very smoothly and accurately. If this department fails to perform then there will be a great chaos in the company and may fail to proceed further. <br />The department has three touch-points:-<br /> TOUCH POINTS <br /> <br /> SELF SERVICE CALL CENTREOUTLETS<br />Now let me tell in details what are the Touch Points and what they actually does:-<br />OUTLETS:<br />The outlets are those where a connection is available and a customer can go and grab. The outlets are made by the company for easy access of the connection. If suppose a customer is facing any problem, he/she will go to the outlet first and ask what to do regarding it. They here at this point provide service to the customers for easy access and contact the company as and when required. The outlets work on behalf of the company and provide service to the customers.<br />Through outlets a customer pays bill, recharge the number, launch complains, etc. Outlets are first place where from the functioning of the department starts.<br />CALL CENTRE:<br />We are very much familiar with the term Call Centre. We know what it does and how it functions. A call centre receives a call from a customer and treats the customer according to their needs.<br />A customer contacts a call centre through a given helpline number by the company. The call centre deals with the complains and also provide with information that is required to the customer. <br />This is a place where they tries to solve the problem online if possible or they take the complain from the customer and gives the customer a complain number. Now a days call centre is available in almost all the company’s. The main function of call centre is to solve the problem of the customers and follow up.<br />SELF SERVICE:<br />This is a touch point where a customer does everything themselves. This is done with SMS service. By following the guide one can do it. Here what happen is if a person wants to activate a service like miss call alert, caller tune, news, etc. The customer can read the instruction and do it by himself by sending one SMS or by dialling a specified number.<br />If a customer wants to check the balance amount of the number using for a pre-paid customer or if a post-paid customer wants to know the bill amount of the number, then the customer can by dialling the specified number provided by the service provider can check it.<br />No department is possible to control and run smoothly if it is not sub-divided. Likewise this department has three sub-divisions:-<br /><ul><li>Sales and Marketing.
  21. 21. Network
  22. 22. Customer Service</li></ul>COMPLAIN MANAGEMENT CELL:<br />The CSD department has a special cell where it deals with the complain of the customers. The cell is known as Complain Management Cell.<br /><ul><li>The complain management cell keeps an eye on the complain which goes to the back end.
  23. 23. They see’s whether the issues are resolved or not.
  24. 24. They try to find out what is the matter of the complain.
  25. 25. They resolves the complain and follow up their customers.
  26. 26. Eg: if a customer is having a problem with hello tunes or network, the customer lodges a complain to the company through the call centres and solves the problem.</li></ul>This is how the complain management cell works and plays a vital role in retaining their customers. The complain management cell works for whole day and night to satisfy the customers and resolve their problems. Without this it would have been very difficult to retain customers.<br />The CSD department has three departments. They are shown below:<br /> CSD<br />ZONAL OPERATIONSERVICE EXPERIENCECONTACT EXPERIENCE <br />Call centre, IVR(Interactive Voice Recorder), Service Recovery.Communication, Collection, Service, Provisioning, Risk and Credit.<br />SELF CARE AND IVR(INTERACTIVE VOICE RECORDER)<br />This department aware customer about the launch of new product through message or through IVR. There are some customers who doesn’t have time to go through the newly launched schemes and products in the market, in such case this department plays a very vital role in self caring the customers and making them aware of the products in the market. <br />ESCALATION LEVEL<br />This are the levels of solving the problems of the customers whoever launches complains regarding facing of any problems with the service of the company.<br /> This has three level of solving the problems, they are:-<br />LEVEL 1: Front Line<br />LEVEL 2: Nodal Officer<br />LEVEL 3: Applete Officer<br />After all this different divisions and all the levels of the CSD department, all this are divided into two parts POST PAID and PRE-PAID. All the problems are solved accordingly with the connection available with the customers.<br /> HUMAN RESOURCE DEPARTMENT<br />Organizations are made up of people and functions through people. Human resources are the wealth of the organization. No organization can run without human being. This human being helps the organization to achieve goals and targets of the organization. It is the total knowledge, ability, talents and aptitude of an organization work force.<br />Human resource management (HRM) is the understanding and application of the policy and procedures that directly affect the people working within the project team and working group. These policies include recruitment, retention, reward, personal development, training and career development.<br />According to Edwin B. Flippo HRM is “the planning, organizing, directing and controlling of the procurement, development, compensation, integration, maintenance and production of human resources to the end that individual, organizational and societal objectives are accomplished”<br />Human Resource Management is the process of binding people and organization together so that the objectives are achieved. Organizations are not mere bricks, motor, machines or inventories. They are people. It is the people who staff and manage organization.<br />OBJECTIVES OF HRM:<br />Objectives are predetermined goals to which individual or group activity in organization is directed. Obesity of personal management is influenced by organizational goals, individual goals and social goals are instituted to attain certain specific goals. There are some of the basic objectives of HRM:<br /><ul><li>To create and utilize the people in the organization.
  27. 27. Motivate the workforce to accomplish the basic organizational goals.
  28. 28. Harmonious relation among all the members/workers of the organization.
  29. 29. Effective utilization of the human resources.
  30. 30. Provide training to the workers to improve their skills.</li></ul>The Human Resource department in Airtel is divided into four sub-divisions. Let us see what the entire department does and how it functions:<br /> HUMAN RESOURCE<br />TALENT ACQUISITIONHUMAN RESOURCE OPERATIONS<br />ADMINISTRATION/ SUPPORT FUNCTIONLEARNING AND DEVELOPMENT<br />Now let us see what this departments usually does and what they provide to the employees of the organization.<br />TALENT ACQUISITION: <br /><ul><li>ORGANIZATION STRUCTURE.</li></ul> For talent acquisition the HR department should be familiar with the organization structure. Because if they are not then they cannot know what are the people required and in which department.<br /><ul><li>MANPOWER REQUIREMENT/ PLANNING.</li></ul>Then comes the requirement of the manpower in the organization. Accordingly the HR manager will plan and recruit people in the organization and fill up the gap. While recruitment the company also has certain criteria for selection of candidates. The company sees whether the company requires an MBA or Graduate or Engineer i.e. we can say the type. They also sees that what type of skill is required for the job.<br />According to Gisler, “Man power planning is the process- including forecasting, developing and controlling by which a firm ensures that it has the right number of people and right kind of people at the right time at right place, doing work for which they are economically most useful.”<br /><ul><li>SOURCING.</li></ul>Means what are the sources of selection of candidate. Candidates can selected from the Educational Institute, Consultancies, Job Sites and Direct Approach.<br /><ul><li>HIRING.</li></ul>Hiring means the process of selection of the candidate. The steps included in hiring are:-<br />STEP 1: Short listing of the CV’s submitted by the candidate. <br />STEP 2: Call for interview is given to the candidates. Again the type of interview may be Verbal, Written and Psychometric.<br />STEP 3: Finally the selection of an candidate is done wherein the Offer letter is given to the candidate, Appointment letter is given, Reference Check is done and also the Medical check up. <br /><ul><li>INDUCTION/ORIENTATION:</li></ul>After all the above formalities are done then comes the Induction Programme where the newly joined employees are made familiar with the organization and the Rules regulations and the policies of the organization. It also includes the joining formalities and organization orientation.<br />LEARNING AND DEVELOPMENT <br /><ul><li>PMS (PERFORMANCE MANAGEMENT SYSTEM):</li></ul>This is a system where the performance of an employee is measured based on the annual KRA’s .<br /><ul><li>CAREER DEVELOPMENT OF EMPLOYEE.
  31. 31. TRAINING AND DEVELOPMENT.</li></ul>In this the employees are provided with training programmes to increase their efficiency and potentiality.<br />HUMAN RESOURCE AND OPERATIONS <br /> This sub division of HR department looks after the Salary of the employees, compensation, Fringe Benefits and also records all the information regarding the employees working in the organization.<br />ADMIN/SUPPORT FUNCTION <br />This looks after all kinds of support and facilities of the organization.<br />PROCEDURE FOR PROMOTION:<br />Promotion or level up gradation is based on the performance basis the KRA’s. Employees are evaluated on the key business parameters and on their leadership skills through a rigorous evaluation process during the annual PMS ( Performance Management System). Promotion also depends on the job requirement visa vis the current competencies required. <br />TRANSFER PROCEDURE: <br /> In Bharti all employment contracts are subject to transfer as per company’s requirement. Employee can also opt for transfer /movement from one location to another due to family reasons .<br /> <br /> MARKETING DEPARTMENT<br />Marketing can defined as:<br />According to Philip Kotler Marketing is “Marketing is analyzing, organizing, planning and controlling of the firms customer impinging resources, policies activities with a view to satisfying the needs and wants of chosen customer groups at a profit.”<br />Marketing occupies an imperative position in the organization of a business unit. The traditional view of the marketing asserts that the customers will accept whatever product the seller offers them. In this way the main concern of the producer is to produce without considering the changes. The modern concept may be viewed from the customer’s point of view. Marketing is customer-centered, resolves entirely around the ultimate consumer. The producer cannot produce whatever he likes but he has to produce what customer needs.<br />In this way, marketing executes all those functions, which are necessary to pass on goods from the producer to the customers in a process to satisfy there needs. Thus the primary objectives of modern marketing is the satisfaction of customers needs. Therefore, marketing functions are not limited to the functions of buying and selling but they include all functions necessary to satisfy the customer such as financing, storage, risk bearing and after sale service etc.<br />The Marketing Department maintains and adheres to certain policies and procedure that have been framed in the same manner just other departments maintain their policies and procedure for the overall benefit of the organization.<br />The structure of the Marketing department maintain by AIRTEL.INACTIVITYHIGH VALUE MASSBABY CAREMARCOM/ BRAND TEAMBUSINESS PLANNING AND CUSTOMER INSIGHTVALUE ADDED SERVICECUSTOMER LIFE CYCLE MANAGEMENTACQUISATION MARKETING<br />We all know that the work of an mobile over’s when we make a call by pressing the green button and cancelling with the red button. But there is a lot to know beyond this. Paying bill and recharging with the number doesn’t end up. From the organization point of view there is a lot work to be done to satisfy the customers.<br />ACQUISITION:<br />This is the department where customers when enters new into the service, this team plays a role there. They on board the customers in the company.<br />CUSTOMER LIFE CYCLE MANAGEMENT:<br />LIFE CYCLE OF A CUSTOMEREXITENTRY<br />BABY CARE: <br />Baby care is taken to those customers who are new for the company. And to make them comfortable with the company this care is taken. They are provided all the information and make the customer what all the products and schemes are available.<br />MASS: <br />Mass group is that which means there are a large number of customers. And the mass group is the Pre Paid users. The company tries to retain the number of users. They are not so concerned with the income from them, but concerned mostly about the huge number of customers in the company.<br />HIGH VALUE:<br />High Value customers are the Post Paid customers. The number of Post Paid customers is less, but the revenue generated from the Post Paid customer is high. So the company tries to maintain the revenue earned from customer.<br />INACTIVITY:<br />This department plays a role when a customer comes out of the Cycle. They play a role of retaining the customers by offerings other schemes and by asking the reason behind leaving the company. And if the customer agrees with the new schemes offered by the company, they continues with the service and if not they will leave the company. <br />VALUE ADDED SERVICE:<br />Value Added Service is the service which is not a voice call, i.e. SMS, MMS, etc.<br />MARCOM/ BRAND TEAM:<br />This team is the medium of communication between the company and the customer. They influence the selling of a product in the market. They express the thought of the company in a practical form to the customers.<br />BUSINESS PLANNING AND CUSTOMER INSIGHT:<br />This department plan the future of the business and how to present them in the market so that they can attract the customers and grow up their business.<br />The marketing department has to monitor their customers all the time. They are the only one who can fulfil the need, desire and wants of the customer. It is very much important to know how the customer treats the product in the market. The marketing department creates brand awareness in the market.<br />The marketing department creates new outlets in the market so that the brand can perform well and also made available to the customers. <br /> FINANCE DEPARTMENT<br />Finance is the lifeblood of the business. Finance can be defined as the activity concerned with the planning, raising, controlling and acquiring of funds used in the business. Finance is the process of acquiring and utilizing funds by a business. Without proper financial management, organization cannot achieve its objectives.<br />“Bad production management and bad sales in hundreds, but faulty Finance slain in thousand”<br />It is the master key, which provides access to all the sources for being employed in the manufacturing and merchandising activities. It has rightly been said that business needs money to make more money, when it is properly managed. Hence, efficient management of every business enterprise is closely linked with efficient management of its finance.<br />Although it may be difficult to separate the finance functions from production marketing and other functions themselves can be readily identified. We may identify two kinds of finance functions:<br /><ul><li>Managerial
  32. 32. Routine</li></ul>Managerial finance functions are so called because they require skilful planning, control and executing of financial activities.<br />Routine finance functions do not require a great managerial ability to carry them out. They are chiefly clerical and are incidental to the effective handling of the managerial finance functions.<br /><ul><li>Investment or assets mixed decisions
  33. 33. Financing or capital mixed decision.</li></ul>For the effective execution of the managerial functions, the identical routines have to be performed. These decision concern the procedure and involve a lot of paper works and time. Some of them are below:<br /><ul><li>Supervision of cash receipt and payment and safeguarding of cash balances.
  34. 34. Taking care of the mechanical details of new financing.
  35. 35. Record keeping and reporting.</li></ul>Airtel has three verticals of the Finance Department. They are: <br /> VERTICALS<br /> TAXATIONBIUSINESS PLANNING AND ANALYSISFINANCIAL REPORTING AND COMPLIENCES<br />FINANCIAL REPORTING AND COMPLIENCES:<br />This vertical of the finance department deals with hard core accounting. We can also say the day-to-day operations of the business.<br />BUSINESS PLANNING AND ANALYSIS:<br />They plan the future requirements of fund in the business. They are also concerned with the decision support system. The reporting part to the higher authority is done by this department.<br />TAXATION:<br />All the tax part is looked by this vertical. They decide the amount of tax to be included. What should be the payment of tax and how much tax is collected is looked by this vertical.<br />INVESTMENT:<br />Investments are mainly done in the setting up of network towers and underground fibre cables. And the outside investments are done by the higher authority like the CEO of the company.<br />COLLECTION OF REVENUE:<br />Revenues are collected from the three sources. They are:<br /><ul><li>MTC (Mobile Terminating Cost)
  36. 36. MOC (Mobile originating Cost)
  37. 37. Roaming revenue.</li></ul>The company has to pay to the other telecom companies for using of the network. Suppose an Airtel customer makes a call to Reliance customer, then Airtel has to pay to Relience for making a call to the network. Rate of payment differs from step to step. There are different rates for making a local call, for STD call and for ISD call.<br />SWOT ANALYSIS<br /><ul><li> STRENGTHStrong network.Unique strategy for retaining the customer.Quick service Solution of problems smoothly and following it up. National & International presence. WEAKNESSProducts are premium.Low Post paid market. OPPORTUNITYRural market penetrationVAS ( Value Added Services)Brand visibility3G presence. THREATSEntry of new telecom competitors.Retention of talents.Changing customer needs.</li></ul>VISION, MISSION, OBJECTIVE AND GOALS OF THE COMPANY.<br />By 2020 we will build India's finest conglomerate by:<br />VISION:<br />Always empowering and backing our people<br />MISSION:<br />Being loved and admired by our customers and -respected by our partners<br />OBJECTIVE:<br />Transforming millions of lives and making a positive impact on society<br />GOALS:<br />Being brave and unbounded in realizing our dreams<br /> FINDINGS:<br /><ul><li>Large number of Pre-Paid customers and small number of Post-Paid customers.
  38. 38. Airtel is costlier than any other telecom service provider.
  39. 39. Private sector employees mostly take up the Post-Paid connection.
  40. 40. Students take the Pre-Paid connections because of the low schemes and different other facilities on and off campus.
  41. 41. They are linked with many private companies and also some of the govt. organization with their corporate plans.
  42. 42. They satisfy their customers and always read for any kind of help to the customers.
  43. 43. In North East Airtel has given the Pre-Paid roaming facilities. </li></ul> SUGGESTIONS:<br /><ul><li>Make the plans cheap and make it open for all class of the people.
  44. 44. Before any other competitor grab the opportunity of fill the demand of the customers, they should do it.
  45. 45. Try to upgrade the network where it is weak or disturbance of network. </li></ul> <br /> LEARNING EXPERIENCE<br />Live experience can be otherwise called as the work experience and in this much of time of live experience we have learnt How to talk with people, How to approach people, How to work in a team, How to learn from others, How to respect people, etc. The most important thing I have learnt from the organization is how to be punctual and how to acquire knowledge. Working in an organization we can improve our communication skills. The environment is totally different in the corporate world and the organizations are doing their best to service in the market. Every work is done in a systematic manner and to shift the load every department is again sub-divided so that the organization runs smoothly. We should always keep in mind that we should assign right job to the right person. <br /> CONCLUSION<br />Airtel is fulfilling the needs of many people. The company should promote their product as attractively as possible. They should also maintain the market reputation they has and retain the customers. There are lot of competitors in the market, the company should face the tough competition and come out with better policies and plans.<br />They should always focus on achieving the targets or objectives of the company. The company has a tie up with many large organizations and which is because of their service and reputation in the market. Hence, the organization should change its policies with the changing market and maintain its position.<br />REFERENCE BOOKS : <br />Aswathappa, k, Human Resource Management, 4th Edition, published by TATA MC Graw Hill, 2006.<br />Chandra, Prasanna, Financial Management, 7th Edition, published by TATA MC Graw Hill, 2008.<br />Kotler, Philip, Marketing Management, 11th Edition, published by Asoke K. Ghosh, 2003.<br />WEB SITES : <br />WWW.AIRTEL.IN<br />Accessed on date 15th July, 2010<br />