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SUMMER TRAINING PROJECT REPORT

ON

MARKET ANALYSIS OF BROADBAND POTENTIAL IN RAJASTHAN

CARRIED ON AT BHARTI AIRTEL LTD.,JAIPUR

SYNOPSIS
SUBMITTED IN PARTIAL FULFILLMENT BACHELOR OF BUSINESS MANAGEMENT TO INTERNATIONAL COLLEGE FOR GIRLS

SUBMITTED TO: SHWETA KASTIYA (Asst. Professor) Department 0f Management Studies

SUBMITTED BY NIKITA GARG BBM Sem V I CG/2008/7997

CONTENTS
ACKNOWLEDGEMENT PREFACE EXECUTIVE SUMMARY BHARTI ENTERPRISES

3 4 5

An overview Bharti Airtel ltd. Vision Values Mission Milestones Board of Directors Competitors Customers/products

SWOT ANALYSIS REVIEW AND LITERATURE METHODOLOGY AND APPROACH RESEARCH METHODLOGY
Research Design Sample Unit Data Collection Method

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SCOPE Geographical scope


Product scope Time scope or extent of study

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OBJECTIVES OF THE STUDY HYPOTHESIS LIMITATIONS BIBLIOGRAPHY ANNEXURES

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ACKNOWLEDGEMENT

First of all I would like to thank the almighty for his blessing that helped me to achieve everything I had wished for till now. I am thankful to authority of Bharti Airtel limited for providing me an opportunity to work with them. Mr. Gurmel singh and Mr. Nitin Bassi boost up my morale in the completion of my work. The support provided to me during my project was overwhelming and environment was conducive to work. With a deep sense of reverence, I would like to express my whole hearted thanks and deep gratitude to my parents who have always been a source of inspiration of me. There everlasting cooperation smiling affection inspired me to zeinith to what I am today. I am also very thankful to my teacher Miss. Shweta Kastiya who had been very candid and helpful. I express my sincere thanks to all respondents who filled up the questionnaire because of them only this report has been made possible. Many other who have been associated with work directly or indirectly, all have my sincere thanks. I was on cloud nine after the completion of my work ONE WHO PREACHES THE GOAL WIN THE GAME

PREFACE
Arise, Awake and not stop till the goal is achieved 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. I was privileged enough to join BHARTI AIRTEL Ltd., JAIPUR as a summer trainee. At the completion of the fourth semester of BBM we got opportunity to get particular knowledge about each and every aspect of market. 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 Market Survey and Lead Generation for Bharti Airtel Broadband and Telephone Services through primary and secondary data. On the basis of my training program, I have burnt my midnight oil so that no stone will remain unturned. However to cover the detailed information in such a short period was not possible. Despite the inherent shortcomings of the study, a genuine attempt was made on my part see that the study was carried out in the right respective

EXECUTIVE SUMMARY
In the emerging new e-economy, IT Plays the role of a Powerful business enable to improve your business processes, to help you focus on your goals and strategies and more importantly, to help you serve your customers better. During our training at AIRTEL BROADBAND we were assigned a project of scouting new leads and Acquiring Corporate/Residential As our clients in the JAIPUR region. This project gave us insight about the products and services offered by BHARTI AIRTEL LTD. During the training we visited various Companies, Corporate, Residential Apartment, Complex, Vertical Towers, we asked them about their existing setup, their problems and probable future requirements. This gave us insights about current industry requirements and also who are our various potential competitors working in the area We divided our project into three parts where First talks about the methodology and approach we developed for the task beginning from generating leads, taking appointments, to the closing of deal. Second throws light upon the Research part, related to various factors affecting purchase decision, brand awareness etc. Final phase talks about the implementation part, this was the main task and took the longest time.This report will help AIRTEL BROADBAND to get strong grip in the existing market and help them determine various other probable Opportunities and Threats in the targeted market

BHARTI AIRTEL LTD.


Established July 07, 1995 as a Public Limited Company. Bharti service Airtel provider Limited ( in India, (BSE: 532454) formerly with more than 135 known million

as Bharti Tele-Ventures LTD (BTVL) is the largest cellular subscribtions as of May 2010. With this, Bharti is now the world's third-largest, single-country mobile operator and sixth-largest integrated telecom operator. It also offers fixed line services and broadband services. It offers its TELECOM services under the Airtel brand and is headed by Sunil Bharti Mittal. The company also provides telephone services and broadband Internet access (DSL) in top 95 cities in India. It also acts as a carrier for national and international long distance communication services. The company has a submarine cable landing station at Chennai, which connects the submarine cable connecting Chennai and Singapore. 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. Leading international telecommunication companies such as Vodafone and SingTel held partial stakes in Bharti Airtel.

In May 2007 Jersey Airtel and Guernsey Airtel announced the launch of a relationship with Vodafone for island mobile subscribers. In July 2007, Bharti Airtel signed an MoU with Nokia-Siemens for a 900 million dollar expansion of its mobile and fixed network. In August 2007, the company announced it will be launching a customized version of Google search engine that will provide an 'array of services' to its broadband customers. Globally, Bharti Airtel is the 3rd largest in-country mobile operator by subscriber base, behind China Mobile and China Unicom. In India, the company has a 24.6% share of the wireless services market, followed by 17.7% for Reliance Communications and 17.4% for Vodafone Essar. In January 2010, company anonced that Manoj Kohli, Joint Managing Director and current Chief Executive Officer of Indian and South Asian operations, will become the Chief Executive Officer of the International Business Group from 1 April 2010. He will be overseeing Bharti's overseas business. Current Dy. CEO, Sanjay Kapoor, will replace Manoj Kohli and will be the CEO with effective from 1 April, 2010. On 8, June 2010, Bharti Airtel, in the largest ever telecom takeover by an Indian firm, completed a deal to buy Kuwaitbased Zain Telecom's businesses in 15 African countries for $10.7 billion. Sunil Mittal, Chairman of Bharti Enterprises, said, "We are delighted at the closure of this transformational deal for India and Bharti Airtel. The transaction is the largest ever crossborder deal in an emerging market and will result in combined revenues of about $13 billion."

Our visions begin with our desires. - Audre Lorde

VISION
By 2020 we will build India's finest conglomerate by: Always empowering and backing our people Being loved and admired by our customers and -respected by our partners Transforming millions of lives and making a positive impact on society Being brave and unbounded in realizing our dreams Vision drive consequences,Principles drive results Results,Key is to base vision on Principles..

MISSION

" We at Airtel always think in fresh and innovative ways about the needs of our customers and how we want them to feel. We deliver what we promise and go out of our way to delight the customer with a little bit more

VALUES
Empowerment We respect the opinions and decisions of others. We encourage and back people to do their best Entrepreneurship We always strive to change the status quo. We Innovate with new ideas and energise with a strong passion and entrepreneurial spirit. Transparency We believe we must work with honesty, trust and the innate desire to do good Impact Are driven by the desire to create a meaningful difference in Society Flexibility We are ever willing to learn and adapt to the environment, our partners and the customer's evolving needs.

MILESTONES
1976-91

Bharti Enterprises founded by Sunil Bharti Mittal. Starts as a small scale manufacturing unit for bicycle

components.

Bharti ties up with Suzuki, Japan to import portable gensets. Bharti make entry into the telecom sector with Bharti Telecom. Bharti Telecom's products reach international markets. 2007

Sunil Bharti Mittal chosen for Padma Bhushan, one of India's

highest civilian honours.

In 2007, Bharti Airtel won 'Business Leadership Award' NDTV Profit

from

2008-09

Bharti Airtel was adjudged 'Best Carrier India' at 2008 Asia. It was recognized as

Telecom

'Best CellularService Provider' and 'Best Broadband Service Provider' at V&D 100 awards for 2008. 2010

Bharti Airtel acquires the mobile operations of Zain in 15

African countries. Becomes the fifth largest mobile operator in the world.
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BOARD OF DIRECTORS

Chairman & Managing Director since October 2001 Board Director

Organisation Structure of Bharati AIRTEL, JAIPUR


VINAY THAPAD (HEAD OF OPERATIONS,JAIPUR) GURMEL SINGH (ZONAL MGR, SALES HEAD,JAIPUR) NITIN BASSI (ASST. MNGR) KRISHNAKU MAR (HR) ASHIMA (QUALITY) RAM SHARMA (IT)

FINANCE

ANAND

Capt. AJAY AGARWAL (TECHNICAL)

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Airtel Broadband and Telephone services


Airtels 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.

Products of Bharti Airtel Broadband and Telephony Services. DEL Direct Exchange Line Land line Phone (Voice) DSL Digital Subscriber Line for data Telephone Instrument Touchnet Dial-up-service

Business focus of Bharti Airtel Broadband and Telephony Services. Operational excellence Reducing churns Tightening cost Utilizing capacity

Quality Policy of Bharti Airtel broadband and Telephony Services. Reduction of error level.
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Reduction of operating cost.

Organizational Culture of Bharti. Cut hierarchy to where knowledge resides. Act transparently and couragebly

Process focus of Bharti Airtel broadband and Telephony Services. Process standisation and customization Best practice replication Speed of urgency

Customers of Bharti Airtel Broadband and Telephony Services. Residents Small and middle enterprises PCOs(public call office) Corporates

Competitors Of Bharti In Broadband And Telephony Services. Bsnl Relience Tata indicom Asianet

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SWOT ANALYSIS
SWOT Analysis for the Airtel Broadband and Telephone Services Strengths Largest telecom service provider. 24x7 customer care service. Group focus on telecom. Enjoying brand equity in all existing circle. Strong international associates. Latest technology provider Large Customer base Better customer service through CRM system. Strong and multilayer distribution policy. Proper and regular advertisement provider Hold a strategic alliance with Other stakeholders Weakness The wrong entry of billing creates bad image No proper arrangement of collecting bills from customer Airtel provide broadband only in jaipur in rajasthan. Busyness of the customer care department reduces There are some customers who get connection by wrong address proof and documents which reduces

satisfaction of customers. giving

reliability of regular customer

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Opportunities There are huge opportunities of Broadband and telephone services in the market. Lot of untapped potential consumer segment services. Lot of potential consumers through cable services. Offering of low cost plans increase the graph of the customers.

Threats There is a very tough competition with BSNL. Market is too priced sensitive. Falling ARPU & AMOU. BSNL cover whole jaipur and provide cheaper plan as compare. Entrance of MTS, Idea, Tata indicom and other major telecom industries in Rajasthan.

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REVIEW AND LITERATURE


MARKET ANALYSIS Definitions : An analysis of technical corporate and market data used to predict movements in the market-DD Sharma It is the research that offers assistance in forecasting price trends for stocks and bonds.market analysis may concentrate on fundamental factors including earnings,inflation,and costs,or it may be directed at technical considerations. JASPREET BAJAJ

Maharaja Agarsen Institute of Management Studies (Affiliated from Guru Gobind Singh Indraprastha University, Kashmiri Gate, Delhi) FINDINGS:
1)

Quality of the service provided plays an important role in

keeping the existing customers and to bring new customers. 2) Most of the organizations prefer broadband connection over

other type of connection because of speed and other compatibility of service.

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3)

A number of the organization preferred Airtel because of the

quality of service provided and also for the speed of data transmission. 4) The overall satisfaction level is very high among customers

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RESEARCH METHODOLOGY
During our training we followed few steps Conducted market survey to look for our various existing Looked out to explore new potential areas for Airtel Made Cold Calls. Follow Up

customers. broadband.

APPROACH: Worked as a team of six to visit different Companies, Started with those Verticals towers which were located in We directly went to offices meet the receptionist and ask for Once an appointment got fixed, we tried to take a look into We use to start our talk with products specially designed to In the last month we divided our time equally for new visits

Corporate, and residential, vertical towers etc. nearby vicinity. IT manager or account manager or any other concerned person. their existing setup and there any probable requirements. suit their needs. (e.g. Landline, Broadband Etc.) and follow ups.

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SAMPLING TECHNIQUES
Sampling unit may be a geographical one such as state, district, village etc., or a construction unit such as house, flat, etc., or it may be a social unit such as family, school, etc., or it may be an individual. The specified zone for study was Jaipur.

. Sample Universe: All customers using broadband connection will be taken

as the sample universe.

Sample Size: From the universe, sample size of 100 customers will

be selected for the purpose of the study.

Sample Frame: The customers will be selected on a random basis

from which the respondents will be selected based on convenience.

Sampling Method:

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Convenience sampling will be used, based on the willingness and availability of the respondents. The study is conducted on consumers with different type of business.

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RESEARCH DESIGN
A research design is the specification of methods and procedures for acquiring the information needed. It is the overall operational pattern or framework of the project that stipulates what information is to be collected, from which sources and by what procedures Green and Tull Type of Research This is descriptive research as this research includes surveys and fact-finding. So descriptive research help in knowing about particular item or group of items. Sources of Data: This research includes primary as well as secondary data. Primary Data Primary data will be collected directly from the respondent through questionnaire. Secondary Data Secondary data will be collected from the companys product book, magazines and from Internet. Data Analysis Techniques: Analysis of data will be done through quantitative method, i.e. numerical figure and an orderly arrangement of data and pie chart.

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NEED AND SCOPE OF THE STUDY

Customer Satisfaction helps every organization to keep the existing customer and to build new customer. This research is aimed at profiling the standard customer with an aim to increase the network and improve company-customer relations. The information gathered through this research can be used by the company to improve its services and became more customers friendly. This can increase the goodwill of the company and its overall performance Thus this study is aimed to provide the management with some knowledge about its status in market both in terms of sales and customer awareness. The research also aims to provide some ideas to improve the companys present condition .

The scope can be broadly categorized into two: Geographical scope The Areas where the products were pitched were:-

Bais Godown industrial area. Lal Kothi Johari bazaar

C-Scheme Tonk road. M. I. road.

Time scope The time scope was 45 days that is the time of training from 20th May to 5th July.

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To be a bull fighter you must learn to be a bull

OBJECTIVES OF THE STUDY


There is a Principal as well as Ancillary objective of the study which are as follows. Main or Principal Objective of the Study The main objective of the study is to explore new leads and acquiring Corporate, Companies, Shops, Residents etc. as our clients and further follow up in Jaipur and understand the growth pattern of Fixed Line phones and Broadband segment in Jaipur.

Ancillary Objective of the Study Some ancillary objectives of the study are as follows: To analyze the customer satisfaction. To find out the problems regarding billing, network etc. that the customers are facing. Research and analysis of the current customer base i.e. the market share of the Telecom Companies. Response of the respondents regarding new connection.
Reasons for the churning of the connection.

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HYPOTHESIS
Hypothesis is more specific and makes a prediction. It is a tentative statement about the relationship between two or more variables. A hypothesis predicts an experimental outcome. For example, a hypothesis might state: "There is a positive relationship between the availability of flexible work hours and employee productivity."

FORMULATION OF HYPOTHESIS
First Objective Null Hypothesis 1. H0: Price is the most influencing factor for the purchase of broadband service 2. H0: Network Service is the most influencing factor for the purchase of Broadband service 3. H0: Brand Image is the most influencing factor for the purchase of Broadband service Second Objective Null Hypothesis 1. H0: The level of service quality and recovery of AIRTEL is much better than other players. 2. H0: The level of service quality and recovery of RELIANCE is much better than other players.

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3.H0: The level of service quality and recovery of BSNL is much better than other players.

It is useless to tell a river stop running; the best thing is to learn how to sail in the direction it is flowing.

LIMITATIONS
Limitations of the Study and Difficulties Encountered Nothing in this Universe is free from limitations and the present project is not an exception to it. Despite all those difficulties I encountered how could I forget that if a trainee really has to learn and train herself he will have to light the lamp even in the rough wind. To conduct such an extensive Consumer Survey in a very short spoon of time will be really a Herculean attempt as some of the respondents didnt cooperate us.

Customers didnt give proper information regarding them. Some of the customers may not aware of the plans they are using.

Some of the respondents didnt co-operate us as they may be Cause of security reasons some home user didnt respond.

too angry with the whole processing system.

Due to limitation of time we may not have a large variety of customers.


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At times customers may not listen to the information given to

them regarding plans and services due to lack of time. Airtel does not capture the most of the part of jaipur.

BIBLIOGRAPHY

BOOKS

Kothari

R.,Research

Methodology-Methods

&

Technology

Research Methodology. Philip Kotler & Grey Armstrong,Principles of Marketing

Management

Ramaswamy V.S,Namakuma S;Marketing Management D.D Sharma,Marketing Research Green &Tull,Marketing Research

MAGAZINES Ninan T N. Business Standard, 2006

WEBSITES

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www.airtel.in www.telecomservices.com

www.google.com

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QUESTIONNARE

1) Name 2) Contact Address 3) Contact no 4) Presently which connection you are using? BSNL Airtel Tata Reliance Others 5)In past have you ever taken the service of any other operator? BSNL Airtel Reliance Tata Others 6) If disconnected the connection, then due to which of the following reason Competitors plans were more attractive. Services were not satisfactory. Disturbances in lines. Billing issues.

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Repeated disconnections in broadband. Slow speed. No customer care support. Cable damages due to accidents. Proper information is not given at the time of taking connection. Want to take the connections but cannot be provided due to the choked network. 7) Reason for not using Airtel Broadband. 8) What is your Internet usage type? Light Moderate Heavy

9) If we offer you a suitable bill plan for Airtel Broadband, will you be interested in taking it? Ye s No

10) We welcome your valuable suggestions to Airtel.

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