VIEWS: 273 PAGES: 72

									   Prepared by
  Sharma Rohit D.
       Roll No.: 57
        Seat No.:

Academic Year: 2006-2007

Shree R.P.Bhalodia College

    Submitted to
  Saurashtra University

      Guided by
   Miss. Khyati Pandya

    I, undersigned Rohit D. Sharma, a student of
S.Y.B.B.A. hereby declare that the project work
presented in this project report is my own work and
has been carried out under the supervision of
Professor Miss. Khyati Pandya.

     This work has not been previously submit ted
to any other University for any examination.


Place: Rajkot

                                 (Rohit D. Sharma,)

 "Everybody lives and acts partly according to his
 own, partly according to other people's ideas"."
                                      - Leo Tolstoy

     The project report carried out by me would not
have been successful without the combined efforts
of all my teachers and well-wishers.

     I am especially thankful to Mr. Prabhat Pani,
Chief Executive Officer - Gujarat, Bharti Cellular
Limited and all the employees of AIRTEL, Rajkot
for their willing co-operation.

    I am also thankful to my project guide
Professor Miss Khyati Pandya for the constant
guidance and motivation I received from him.

    Lastly, I would like to acknowledge my family
members and friends, as without their blessings
and co-operation this project work would have
been a dream.

                                (Rohit D. Sharma,)


     Saurashtra University has declared that it is
compulsory to make a project report on any
Service Sector for the students of S.Y.B.B.A. For
these     purpose    Saurashtra          University    gives
opportunities to students to get some practical
Knowledge    about   the     company’s          management.
After visiting Airtel office and preparing my project
report, I have got the Clear idea of company’s
management     and    also       clear   that    how   Does
Company works?

     For this purpose I made a Project Report on

     In this project, I have tried my level best to
provide all information about the Airtel.


Sr.            Particulars    Page No.

1.    General Information        06

2.    Marketing Department       16

3.    Personnel Department       43

4.    Finance Department         57

5.    SWOT Analysis              69

6.    Conclusion                 70

7.    Suggestions                71

8.    Bibliography               72

    About Bharti Televentures
     Bharti Tele-Ventures is India's leading private
sector provider of telecommunications services
based on an aggregate of approximately 1,932,000
customers comprising of mobile, fixed -line and
Internet customers, as of June 30, 2002. Of these,
1,607,000 are mobile customers. The company
also provides VSAT, Internet and broadband
network solutions. In addition, it offers national
long   distance   services    by    providing   data
transmission services and voice transmission

Bharti Tele-Ventures plans to widen its range of
telecommunication      services    by     providing
international bandwidth access and international
voice services. The company seeks to capitalize on
the growth opportunities that it believes are
available in the Indian telecommunications market
and consolidate its position to be an integrated
telecommunications service provider in key
markets in India, with a focus on providing mobile

     Bharti Tele-Ventures is a holding company and
its operations are segmented into four divisions,
operated by wholly owned subsidiaries: Mobile -
Bharti Cellular, Access - Bharti Telenet, Long
Distance - Bharti Telesonic, Broadband Solutions -
Bharti Broadband Networks.

     The Company today offers mobile services in
Fifteen out of 22 circles in India. As of June 30,

2002, approximately 93% of India's total number of
mobile subscribers resided in BTVL's existing and
proposed mobile circles, according to COAI

     Bharti Tele-Ventures was the first private
sector operator to provide fixed -line services in
India when it commenced providing services in the
Madhya Pradesh & Chattisgarh circle in June 1998.
BTVL recently launched its fixed-line services in
the license areas of Haryana, Delhi, Tamil Nadu
and Karnataka and thus became the first private
sector service provider to provide fixed -line
services in all its remaining licensed areas.

     Bharti Tele-Ventures has always believed in
creating strong partnerships with its joint vent ure
partners. Today, Singtel and War burg Pincus are
its leading partners. The other partners include
leading international financial investors such as
International    Finance     Corporation,     Asian
Infrastructure Fund Group and New York Life

                About Airtel
     Airtel ……….. A vibrant new World of unlimited
opportunities, where "Air' symbolized a word of
unlimited freedom to think …………. to dream & to
achieve, where "Tel' connotes new innovative yet
simple ways to communicate spontaneously, not
just through words but through ideas, emotions and
feelings.    Together they represent a sensitive
contemporary confident symbol for those who
believe in true leadership.

     Airtel comes to you from Bharti Cellular
Limited - a part of the biggest private integrated
telecom conglomerate, Bharti Enterprises.

      Bharti Enterprises has been at the forefront of
technology         and       has        revolutionized
telecommunications with its world -class products
and services. Established in 1976, Bharti has been
a pioneering force in the telecom sector with many
firsts and innovations to its credit. Bharti has many
joint ventures with world leaders like Singtel
(Singapore Telecom); War burg Pincus, USA; Telia,
Sweden; Asian infrastructure find, Mauritius;
International Finance Corporation, USA and New
York Life International, USA.

     Bharti provides a range of telecom services,
which include Cellular, Basic, Internet and recently
introduced National Long Distance. Bharti also
manufactures and exports telephone terminals and

cordless phones. Apart from being the largest
manufacturer of telephone instruments in India, it
is also the first company to export its products to
the USA.

    Bharti is the leading cellular service provider,
with a footprint in 15 states covering all four
metros. It has over one million satisfied customers.


    Consecutively for four years 1997, 1998, 1999
and 2000, Airtel has been voted as the Best
Cellular Service in the country and won the
coveted Techies award.

    The Asia Pacific Award for the Most Innovative
HR practices-2000 The Golden Peacock National
Training Award for excellence in Training
practices-2000 The Golden Peacock National
Quality Award-2001.


    "To make mobile communications a way of life
and be the customers' first choice."


  We will meet the mobile communication needs of
our customers through:

     Error- free service delivery
     Innovative products and services
     Cost efficiency
     Unified Messaging Solutions

 Launching of Airtel in Gujarat
     Ahmedabad, August 5, 2002: Bharti Cellular
Limited, a subsidiary of Bharti Tele-Ventures,
India's leading telecom conglomerate, today
announced the launch of Airtel mobile services in

     Speaking on the occasion Mr Sunil Bharti
Mittal, Chairman and Group Managing Director,
Bharti Enterprises said "It is my proud pr ivilege to
bring Airtel to Gujarat. Today we bring to Gujarat a
world-class network and a slew of unique benefits
for the first time in India that only a true pan -India
mobile player can offer."

     Mr Sanjay Kapoor, Executive Director, Bharti
Cellular Limited said, "Airtel's entry in Gujarat is a
defining event which brings to our customers a
bouquet of unique benefits. We are sure our
service offerings will further stimulate growth and
enhance the quality standards of mobile services in

       Airtel To Revolutionize
         The Mobile Category
     Mr Prabhat Pani, Chief Executive Officer -
Gujarat, Bharti Cellular Limited, said, "Airtel is set
to redefine the existing benchmarks of the mobile
category in Gujarat. We will bring to Gujarat
customers the same unmatched network quality
and outstanding value that has made Airtel the
preferred choice of lakhs of customers across the

Bharti Launches Airtel India's
Most Advanced Mobile Service

 Introduces in Gujarat a slew of never - before

      Benefits for the first time leveraging

           Bharti's pan-India footprint

• Launches first 1800 MHz GSM mobile service
  in Gujarat

• Launches 30-Second Pulse

• Introduces never-before benefits for the first
  time in India that leverage Bharti's national
   - No Roaming charges on Airtel networks across
     the country
   - Incoming calls free from any mobile across
     India for a fixed monthly rental
   - Free Airtime on 1 international, 1 national and 1
     local number without any monthly charges

• Creates Outstanding Value for Customers
  - Innovative Tariff Plan, Airtel Dream -The more
    you talk, the less you pay
  - Airtel Delight Plan - Airtime on all incoming calls
    free for a flat monthly charge
  - Airtel Paradise Plan - Airtime on both incoming
    and outgoing calls free
  - Free Airtime packages at night

 - Free SMS and Voice Mail for 3 months

• Delivers enhanced Customer Care through 45
  Airtel exclusive one-stop mobile shops

• Launches Airtel Magic - India's largest selling
  Prepaid card with Full two-way Roaming
  across Western India on Pre-paid cards

               Privacy Policy

     Airtel values the privacy of information
pertaining to its associates. We do not use or
disclose information about your individual visits to
our portal or information that you may give us,
such as your name, address, email address or
telephone number, to any outside sources.

     We will not use information about you without
your permission and will provide the means for you
to manage and control the information that you
have provided. We will enable you to communicate
your privacy concerns to us and that we will
respond to them appropriately. We do not disclose
any personal information to advertisers and for
other marketing and promotional purposes that
could be used to personally identify you, such as
your password, credit card number and bank
account number. The credit card transaction
information is protected by the industry standard
Secure Socket Layer (SSL).

       Service Marketing Mix
     The difference between marketing goods and
marketing services becomes more noticeable at the
tactical level. This occurs primarily because as
marketing moves towards tactical level.         This
occurs primarily because as marketing moves
towards tactical issues then it also moves closer
to, and, must be more tailored to the distinguishing
features of specific products and markets. In the
context of the marketing mix, this suggests that in
the case of services, the composition of that mix
and the management of its elements can be quite
distinctive. Thus, we find that the applicability of
the traditional 4 P's in the case of service
marketing has been extensively questioned.

     The service marketing mix should include a
fifth "P' namely "people' to acknowledge the
important role played by individuals i n the provision
of services. This additional element incorporates
not just personnel involved in direct communication
with customers; it also includes operational
personnel and the customer group.

    Therefore, the five P's of service marketing
mix are "Product, Price, Promotion, Place &

Product V/s. Service Marketing
      In manufacturing, the marketing function plays
an important role in the identification of customers
need. Here customer needs are identified and
product development before the production.
Production precedes demand stimulation, which
precedes consumption. The postproduction refer
include creating brand awareness, including brand
trial, demonstrating brand benefits and building
brand preference. Customers assess the brands
promised       benefits     during      consumption,
strengthening or weakening brand preference

            Nature & Role of
           Service Marketing
    Although both services marketing and goods
marketing start with the critical need identification
and product design functions, goods generally are
produced before it is sold and services generally
are sold before it is produced. Moreover, service
marketing has more limited influence on customers
before the purchase than goods marketing.

     Normally, the customers must experience the
intangible service to really know it. Intangibility
makes more difficult for customers to imagine and
desire than goods. Customer's perception of risk
tends to be high for services because services
cannot be touched, smelled, tasted or tried before

Views on Yesterday & Today's
                Traditional Views


   "Marketing comprises both buying and selling
                                         Pyle.

   "It is an economic process by means of which
    goods and services are exchanged and their
    values determined in terms of money price."
                                  Edward David.

We can conclude that:
(1) The traditional concept lays emphasis on the
    production or sale and purchase of goods and
(2) Almost all the authorities belonging to the
    group have neglected a key ingredient like
    after sales service.
(3) The traditional thoughts are "Product -Oriented"
(4) None of the traditional experts have given any
    importance to the social responsibility or
(5) They have confined the functional areas of
    marketing only to the limit of transfer of goods
    and services or exchange of ownership.

                    Modern Views


     "Marketing is the creation and delivery of a
      standard of living."
                            Malcom Mcnair & Paul

     "Marketing is the process of discovering and
      translating consumer needs and wants into
      product and services specification, creating
      demand for the product and services and then
      in turn expanding their demand."
                                          Hansen

We    conclude that:
(1)    Marketing is a means to make profitable sale.
(2)    It is medium to satisfy consumer needs.
(3)    It is a chain of processes backed by creative
(4)    Everything the business does is marketing.
(5)    Marketing is the creation and delivery of
       standard of living.
(6)    Marketing is a response to consumer demand.
(7)    Marketing is a set of human activiti es.

Marketing Yesterday & Today
       in Chart Form
     Marketing as an equal function

             Personnel    Finance

             Marketing    Promotion

   Marketing as an important function

             Marketing        Personnel



    Marketing as a major function

            Personnel               Finance



Customer as the controlling function &
marketing as the intelligence function

        Personnel                      Finance




Customer as a controlling function

      Personnel                Finance


      Marketing              Promotion

     Change in Philosophy Of
                  Old       New            Strategic
              Philosophy Philosophy       Philosophy
                           1960 -
   Era         Pre 1960                    Post 1990
                                             Way of
  Focus        Product         Customer       doing
                           Integrated      Knowledge
  Mean                     Marketing           and
                               Mix         Experience
   Ends         Profits         Value       beneficial
                             as an
Marketing       Selling                    Everything

 Airtel's Most Advanced Network

Airtel, which will be operating on 1800 MHz with over 220
cell sites, will bring to Gujarat an unmatched network
quality. The network is riding on the state-of-the-art
Mobile Switching Centre from Siemens and Radio
network from Motorola, and an Intelligent Network
platform from Siemens. The Mobile Switching Centre has
a superior processor to handle calls, reduce network
congestion, enable better call completion rate and
increase efficiency.

The network is equipped with "Enhanced Full Rate"
capabilities to provide distinctively superior voice quality
to all its customers.

Airtel’s Intelligent Network will bring to Gujarat a superior
Pre-paid product along with a host of value-added

                     30-Second Pulse

Based on strong customer feedback, Airtel launches with
a 30-second pulse in Gujarat. This will ensure that the
customer does not get billed for 60 seconds when his call
is less than or equal to 30 seconds. Whatever be the call
length, customers are assured of significant savings.

 Introduces never-before benefits for the first time in
     India that leverage Bharti’s national footprint

Customers can now carry their Gujarat rate plan and roam
without paying roaming charges on all Airtel networks
across the country (the standard STD charges would
continue to be applicable). This service will be available in
all Airtel networks except Chennai, Kolkata, Andhra
Pradesh and Karnataka where it will be rolled out shortly.

Airtel now makes all incoming calls from any mobile
across the country absolutely free for one month and
thereafter for a fixed monthly rental (provided
customers are on their home network in Gujarat when they
receive them).

Airtel makes keeping in touch with friends and family
effortless by giving free airtime on all outgoing calls on
1 international, 1 national & 1 local number of choice
without any monthly charge (only PSTN / STD / ISD
charges would be applicable).

    Launches Airtel Magic - India’s largest selling
                    Prepaid card

Simple, convenient and affordable way to go mobile
  • Offers potential customers a low-cost entry to the
    mobile category. Every card comes with an
    introductory offer of free talk time and getting back
    their activation charge over a period of 6 months.
  • Introduces a simple tariff plan with same rates for
    incoming and outgoing calls
  • Launches for the first time reduced rates at night.

30-Second Pulse
  • Airtel ensures that the customer does not get billed for
    60 seconds when his call is less than or equal to 30
    seconds. Considering almost 50% of all calls are under
    30-seconds, customers can look forward to significant

Airtel Magic introduces for the first time in India "Full
Roaming"(two-way) on Pre-paid cards across Western
India (Gujarat, Maharashtra, Goa, Mumbai, Madhya
Pradesh and Chattisgarh)
   • Not just receive from, but also make calls to anywhere
     in Western India
  • Recharge from anywhere in Western India (Gujarat,
     Maharashtra, Goa, Mumbai, Madhya Pradesh and
  • Send and receive SMS.

Balance on screen and Instant recharge
  • Instant balance enquiry facility by simply dialing *123#
    from handset, enabling user to control expenditure.
 • Recharge instantly by dialing *101 * recharge code#
    directly from the handset without any IVR / customer
    care intervention, enabling instant recharge, 24 hours
    a day.
 • Other recharge option – IVR based

Wide range                of      Value         Added
Apart from this, offers a host of services in addition to
its inherent benefits of no rentals, no security
deposits and STD & ISD facility
   • Access to Shopping Junction (Dial 600) and Info
     Junction (Dial 601)
  • Free SMS for three months
  • Introduces Voice Mail Service, free for three

Airtel Magic Brand Ambassadors
  • Shahrukh Khan and Kareena Kapoor will be the voice
    and face of "Airtel Magic". Kareena brings in fresh,
    youthful energy while Shahrukh brings leadership and
    experience. Together they promise to mirror the
    energy, optimism, hopes and achievements of 600
    million people across 16 states with one mobile

             Airtel - Rajkot Zone
Sr.No        Name                        Address
                           Shop No.4, Shaligram Complex, Opp.
          Aastha Cellular     Deevanpara Police Station, Near
             Services      Rajashree Cinema, Rajkot. Ph: 0281
                                         - 223232
                           Shop No.3 & 4, Dhan Rajni Complex,
 2      Genius enterprises    Yagnik Road, Rajkot. Ph: 0281 -
                               Vibhag -B , Shop No.8, Shree
        Sanjayraj Traders   Panchnath Complex,Opp.St.Mary's
              Pvt.Ltd        School,Kalawad Road, Rajkot. Ph:
                                      0281 - 586360
                            Shop No 4/5 "SHILP" Ground floor,
          Tushar Cellular
 4                          Indira Gandih Marg, Jamnagar. Ph:
                                      0288 - 533400
                             C/o Uno Chemist , Summair Club
 5         Uno Cellular    Road, Jamnagar. Ph: 0288 - 552705
                                         / 661187
                              Shop No.5 ,Uganda Road, Near
 6       Raj Trade Links      Vishva Hospital, Porbandar. Ph:
                                  0286 - 253330 / 253351
                               Shilpam Building , Opp.Sagar
 7       Modern Cellular Restaurant , Kalwa Chowk , Jayshree
                                     Road , Junagarh.
                           Shop No 2, Satya Darshan Complex,
                            Near Ambe Matas Temple, Hospital
 8          Pragati Tel
                             Road, Bhuj - Ph. 02832 - 50234 /
                             C. V. Chamber, M. G. Road, Tanki
 9           JC & Co       Chowk , Surendranagar - Ph 02752 -
                                      23875 / 37813
                              Shop No. 3 City Centre, Ground
 10      Vijay Enterprises   Floor,Kananala , Bhavnagar - Ph
                                  0278 - 517150 / 411590

             Airtel Magic Guide
                     Getting Started

To begin using the Airtel Magic SIM Card, you need to
purchase an Airtel Magic Recharge Card. Recharge Cards
are available for as low as Rs.300. Other denominations
are Rs.500, Rs.1000, Rs.2000 and Rs. 3000. You can
choose the option you like. Each option has its specific
calling value, which you need to load on to your Airtel
Magic account to be able to talk.

                 Instant Balance Check

      To check your balance amount simply dial 123 and
listen to the voice announcements.

    If you wish to check your balance amount on your
handset screen, simply press *123#.

        How to recharge your Airtel Magic Card

• The calling value on your card keeps reducing, as you
  make and receive calls, as per the applicable tariff.
• Before you exhaust your calling value or validity period,
  please recharge your Airtel Magic Card.
• Once your validity period expires, your Airtel Magic Card
  gets deactivated. However, you get a grace period in
  which you can reactivate your card by recharging it.
• If you recharge within the validity period or within the
  grace period, any unused calling value will get added to
  the new calling value.
• Every time you recharge your card, you get a fresh
  validity starting from the day you recharge

               Making and Receiving Calls

To make a local call:
Dial the city STD code and the landline phone number,
e.g. 079 7544527

To call a local mobile phone number:
Dial the 10 digit number you want, e.g. 98980 98980

To call a 3 digit number:
Dial city STD code and the number you want, e.g. 079 197

To call an STD number:
Dial the STD code and the landline number, e.g. 011

To call a mobile phone outside Gujarat:
Dial 0 and the 10 digit mobile phone number, e.g. 098101

To make an ISD call:
Dial 00, the country code, the area code, the landline
phone number, e.g. 0033856312345

To make an ISD call to another mobile phone:
Dial 00, the country code, the desired number e.g.

Similarly an international caller wanting to call you will dial
0091 and your Airtel Magic number?

To leave a message on a pager:
Dial the local STD code and the pager number. e.g. 079
9624 203897

                  About your SIM card

       Your Airtel Magic SIM card brings your mobile phone
to life and gives you your mobile number. Find your SIM
card on the last page of the User’s Guide.

PIN (Personal Identification Number)

Your PIN is a four-digit password that protects your SIM
card against misuse. To key in your desired PIN number,
refer to your mobile phone manual. Your existing PIN is
1234. We recommend that you personalize your PIN for
maximum security.

PUK (PIN Unblocking Key)

If the PIN is entered incorrectly thrice in a row, your SIM
card will get blocked, and your mobile phone will ask for
the PUK. To get the PUK, please call our Customer Care
at 98980 98980. Please enter the PUK carefully, as the
wrong PUK entered 10 times can damage your SIM card
permanently. You will then have to replace the SIM with a
new one.

             Airtel Magic Tariff
    Welcome to Airtel Magic. The simple, instant and
easy way to go mobile.

     Going mobile has never been easier with only Rs.
290/- (inclusive of Rs. 90/- free talk time) as a one time
activation fee for your Airtel Magic Sim Card.

Airtime Rates   Day (8 am to 10     Night (10 pm to 8
*               pm)                 am)
                Rs.1.50             Rs.0.75
                Rs.1.50             Rs.0.75

* Pulse Rate of 30 seconds. Local/ STD/ ISD charges
extra as applicable

          Processing Talk Service            Grace
Voucher                            Validity
             Fee      Time   Tax             Period
  300        100     185.71 14.29           90 Days
  500        120     356.71 23.81           90 Days
  1000       200     752.38 47.62           90 Days
  2000       225    1679.76 95.24           90 Days
  3000       300    2557.14 142.86          90 Days

                  Special Launch Offer

Go mobile for free - We offer free talk time worth Rs.290.
Rs.145 at the end of 3rd month and the balance Rs.145 at
the end of the sixth month from the date of making the first
 • Free airtime - Every Airtel magic card will come with
   Rs.90 worth talk time, valid for 7 days
 • Free SMS for three months
 • Free Voicemails for three months

                   Regional Roaming

    Airtel Magic subscribers can now avail of Full
Roaming in the Western Region states by opting to pay a
Regional Roaming Monthly charge of Rs. 25/- .

    The Regional roaming airtimes charges are Rs. 3 per
minute (60 second pulse) plus a 8% surcharge as
recommended by TRAI.


  Use the same SIM card and mobile number while
• Recharge anywhere in the region
• Access IN menu 123 from anywhere in the region

         Welcome to Airtel Magic
Welcome to Airtel Magic prepaid mobile card. It comes to
you from Bharti Enterprises, India’s leading integrated
telecom service provider. Going mobile with Airtel Magic is
a new way of life. With a host of great features, also
simple to use, Airtel Magic makes everything that you
dreamt and believed, possible.

           Indeed, “Magic hai to mumkin hai!”

Here are the many advantages you enjoy with AirTel

     Total Cost Control
     No Rentals
     No deposits
     STD/ISD facility till the last rupee
     Instant Balance Inquiry
     24-hour recharge facility
     Caller Line Identification
     Call Divert, Call Hold and Call Wait
     Short Messaging Service (SMS)
     SMS based Information Services
     Voice Mail service
     Info Junction
     Shopping Junction

                 Airtel Services
Airtel welcomes you to a vibrant new world of unlimited
opportunities. More exciting, innovative yet simple new
ways to communicate, just when you want to, not just
through words but ideas, emotions and feelings. To give
you the unlimited freedom to reach out to your special
people in your special way.

                 What is Airtel Services?

It's a menu on your SIM card that allows you to access a
host of information services and cool downloads on your
phone in just a few clicks. So now no need to remember
key words/ short codes to access information. For eg
instead of typing and sending an SMS of short code -
"AST, NEW, CRI, MOV" to access information on
horoscope, news, cricket, movies etc on India times, you
could now scroll in your menu and reach the information in
just a few clicks. This menu already has the key words
pre-coded in your SIM card, allowing you to get
information…. easily & swiftly. The desired information will
be displayed on your screen in about 15 seconds.

    What are the various services available on the

                     Airtel Services?

With Airtel Services, you can now get the latest news,
download ring tones and logos, check the status of you
train ticket or the Jet Airways flight schedule or surf to get
the latest movie reviews on your Airtel.

Services     Description
Ringers      Download the latest ring tones
Fun          Download logos or send flashing
Messages     messages
             Get the latest on news, cricket, travel,
India times
             Get the latest on news, stocks, astro-
India Today
Infotainment Movie review, top songs, top movies
Star Peep    Get an interactive astro-forecast
Jet Mobile   Know your flight status and set alerts
Railways     Get your PNR status, train schedules
             Get the latest IPO news, status of gainers
             and losers at BSE

You could select any of the services mentioned above and
get further information options on each of the services.
So, for example if you select 'news' under India times, you
will then have the option of choosing from the following i.e.
latest news, world news, business news, entertainment
news or sports news.

  How do you access Airtel Services on your Airtel?

Simply go your main menu and scroll till you reach 'Airtel
Services' and press 'Yes / OK'. The various options
mentioned above will now be displayed on your screen.
As shown above, select any service that you would wish
more information on and press 'Yes/ OK'.

 Which are the handsets, which are compatible with
                the Airtel Services?

A Wireless Internet Browser (WIB) on your mobile phone
supports the Airtel Services. While all the above-
mentioned handsets should support Airtel Services, these
services have been tested to work optimally on the list of
handsets mentioned below.

Nokia: 3310, 3315, 3330, 6210, 6510, 8310, 8250, 8859
Motorola: Time port P7389i, Talk about
Panasonic: GD75
Siemens: C35i, M35
Samsung: SGH9100, R220
Ericsson: T28s

We shall endeavor to continuously add to this list from
time to time. In particular old handset models have
software versions, which may not support Advanced WIB

I click on a service but there is no response message.

Essentially it may take upto 15 sec on some handsets for
the response to be displayed.

         Further advantages of Airtel Services

     No more SMS inbox overload

  With this browser, on clicking on any of the
  abovementioned services the information comes
  directly to your screen in the form of a flash message.
  Since the message flashes on your screen it doesn't
  block any space in your inbox thereby avoiding the
  cumbersome exercise of clearing your inbox from time
  to time.

     What's New' service

  'What's New' is a feature that enables you to download
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In the first phase, the following areas are covered.
Sl. No.   Towns                       Sl. No.   Highway Sites
1         Ahmedabad                   1         Narol
2         Mehsana                     2         Aslali
3         Palanpur                    3         Bareja
4         HimmatNagar                 4         Kheda
5         Godhra                      5         Nadiad
6         Gandhinagar                 6         Gamdi
7         Kadi                        7         Vasad
8         Kalol                       8         Channi
9         Chatral                     9         Por
10        Mehmdabad                   10        Karjan
11        Vadodra                     11        Palej
12        Anand                       12        Manj
13        Nadiad                      13        Rajpipala
14        Godhra                      14        Kamrej Chowkdi
15        Jarod                       15        Kadodara
16        Halol                       16        Changodar
17        Kalol                       17        Bavla
18        Surat                       18        Super Gas Dump
19        Valsad                      19        Bagodra
20        Vapi                        20        Kanpara
21        Ankleshwar                  21        Limdi
22        Navsari                     22        Vadod Village
23        Bharuch                     23        Sayola
24        Umargam                     24        Deduki
25        Rajkot                      25        Chotila
26        SurenderNagar               26        Bawanbhor
27        Junagarh                    27        Kuadwa
28        Bhavnagar

                Magic Help line
                    Airtel Magic Care

For assistance dial 121 or 98980 98980 (toll free) from
your Airtel Magic Mobile Phone, 24 hours a day. You can
also dial 98980 98980 from a landline phone.

Now that you know the infinite possibilities with your Airtel
Magic, go ahead. Dream your dreams. And you will make
them possible. Indeed, "Magic hai to mumkin hai!".

    Value Plus Services in Magic

Call Management Services:

1. Caller Line Identification Presentation (CLIP)
2. Call Waiting
3. Call Hold
4. Call Divert
5. Call Conferencing

Value Plus Services

1. SMS (Short Messaging Service)
2. Voice Based Services
3. Prepaid Roaming
4. STD/ ISD till the last rupee
5. ISD Dynamic Lock Service


Human are the most important element to the
company. Without human company can’t do
anything. So every company has required human
resource management to co-ordinate with his
employees and to provide satisfaction to them.
Human resource management is treated as an
important and decisive function of management. In
the latest classification of the managerial function
given by Gullick staffing is referred to as an
independent and separate function of management.
Human resource management has to think about
the development of the employees and their career
planning. A new philosophy is development in
which the personnel goals of employees are
integrated with the objectives of the organization.
This new philosophy is known as ‘Human Resource

Meaning and Definition

Simply put, Human Resource Management (HRM)
is a management function that helps managers’
recruit, select, train develops members for an
organization. Obviously, HRM is concerned with
the people’s dimension in organizations.

     “Human Resource management is that part
      of process of management which is
      specifically concerned with the people
      employed in an organization.”

      -   C.H. Northcott

     “Human resource management is concerned
      with    obtaining    and    maintaining of
      satisfactory and satisfied work force.”

      -   Dr. George R. Terry

     “Human Resource management can be
      defined as the process of accomplishing
      organizational objectives by acquiring,
      retaining,  terminating, developing  and
      properly using the human resources in an

- Donnelli and Gibson

Objective of HRM

      Realization of the Goal of Enterprise
      Maximum Utilization of the Manpower
      Increase in Labor Efficiency
      Increase in Efficiency of the Admi nistrative
      To Maintain Employees’ Morale
      Growth of Team spirit among the Employees
      Growth of Cordial Relations between
       Employees and Employer
      Social Objectives

Scope of HRM

                  NATURE                EMPOLYEE
                    OF                   HIRING

 PROSPECT                                                AND
    OF                                                EXECUTIVE
   HRM                                                REMUNERA
                             HUMAN                       TION

      EMPLOYEE                                     MOTIVATION


An HRM model

                NATURE OF HRM

               HUMAN RESOURCES

                 JOB ANALYSIS





                PARTICIPATIVE          WILLING
                MANAGEMENT             WORKFORCE


                SAFETY & HEALTH


                INDT. RELATION

                 TRADE UNIONISE

                Meaning of Job Analysis

     Job analysis is the process of studying and
collection information relating to the operations and
responsibility of specific job. The immediate
products of this analysis are job descriptio ns and
job specification

     Job analysis is systematic exploration of the
activities within a job. It is a basic procedure, one
that used to define the duties, responsibilities and
accountabilities of job.

                 Process of Job Analysis
  Strategic Choice

   Gather Information

   Process Information
                          Uses of Job Description and Job
                              Personnel Planning
   Job Description
                              Performance Appraisal
                              Hiring
                              Training and Development
                              Job Evaluation and compensation
  Job Specification
                              Health and safety
                              Employee Discipline
                              Work Scheduling
                              Career Planning

This is the process of Job Analysis of AIRTEL

                 Meaning of Recruitment

In simple terms, recruitment is understood as the
process of searching for and obtaining applications
for jobs form among whom the right people can be
selected. A formal definition of recruitment is:

It is the process of finding and attracting capable
application for employment. The process begins
when new recruits are sought and ends when their
applications are submitted. The result is a pool of
application form which new employees are

                 Process of Recruitment
Personnel      Job           Employee
Planning     Analysis        Requisition

   Job      Recruitment   Searching
Vacancies     Planning     Activation                      Potenti
             - Numbers      “Selling”                        al
             - Types      - Message                         Hires
                          - Media                            To selected

            - Where
            - How                                            Evaluation
            - When                                              and


This is the process of selection of AIRTEL

Training and Development

In simple terms, training and development refer to
the imparting of specific skills, abilities and
knowledge to an employee. A formal definition of
training and development is

It is any attempts to improve current or future
employee      performance    by   increasing    an
employee’s ability to perform through learning,
usually by changing the employee’s attitude or
increasing his or her skilled and knowledge. The
need for training and development is determined by
the employee’s performance deficiency, computed
as follows:

Training and development need            =   Standard
performance – Actual performance

According to Michael J. Jucius “the term training is
used here to indicate any process by which the
aptitudes, skills and abilities of employees to
perform specific job are increased.”

Benefits of Training

How training benefits the organization

     Leads to improved profitability and/or more
      positive attitude towards profit orientation
     Improve the job knowledge and skills at all
      level of the organization
     Improve the moral of workforce
     Helps people identify with organizational
     Fosters authenticity, openness and trust

 Improve relationship between boss and
 Aids in organizational development
 Learn from trainee
 Helps prepare guideline for work
 Aids in understanding and carrying out
  organizational policies
 Provide information for future needs in all
  area of organization
 Organization gets more effective decision -
  making and problem- solving skills
 Aids in development for promotion from
 Aids in developing leadership, motivation,
  loyalty, better attitudes and other aspects
  that successful workers and manager
  usually display
 Aids in increasing productivity and/or quality
  of work
 Helps keep costs down in many areas, e.g.
  production, personnel, administration, etc.
 Development of sense of responsibility to
  the organization for being competent and
 Improve labor-management relations
 Reduce outside consulting costs by utilizing
  competent internal consultation
 Stimulates preventive management as
  opposed to putting out fires
 Eliminates suboptimal behavior (such as
  hiring tools)
 Create an appropriate climate for growth,
 Aids improving organizational
 Helps employees adjust to change

     Aids in handling conflict, thereby helping to
      prevent stress and tension.

Benefits to the individual which in Turn ultimatel y
should benefit the Organization

   Helps the individual in making better decision
    and effective problem solving
   Aids in encouraging and achieving self-
    development and self-confidence
   Increases job satisfaction and recognition
   Prove the trainee an avenue for growth and a
    say in his/her own future
   Develops a sense of growth in learning
   Helps a person develop speaking and
    listening skills; also writing skills when
    exercises are required
   Helps eliminate fear in attempting new tasks

Benefits in Personnel and Human Relations,
Intragroup and Intergroup Relations and Policy

    Improves communication between groups and
    Provide information on other government laws
     and administrative policies
    Improves interpersonal skills
    Makes organizational policies, rules and
     regulations viable
    Improves morale
    Builds cohesiveness in groups
    Provides a good climate for learning, growth,
     and co-ordination
    Makes the organization a better place to work
     and live

BSNL provides proper training every year to their
employee for development of employees and
improve their performances. The training may be a
week, 15 days or a month.

                 Wages and Salary

Wages represent hourly rates of pay, and salary
refers to monthly rate of pay, irrespective o f the
number of hours put in by an employee. Wages and
salary are subject to annual increments. They differ
from employee to employee, and depend upon the
nature of job, seniority, and merit.

BSNL provide proper wages and salaries to their
employees. The wages and salaries pays regularly
and it accept monthly pay wages and salaries

Safety and Health

Safety, in simple terms, means freedom forms the
occurrence or risk of injury or loss. Industrial safety
or employee safety refers to the protection of
worker from the danger of industrial accidents. An
accident, then, is an unplaced and uncontrolled
event which an action and reaction of an object, a
substance, a person, or a radiation result in
personal injury.

The well-being of the employee in an industrial
establishment is an affected by accident and by ill
health-physical as well as mental. The need for
healthy worker and health services to be provided
by the management to ensure the continuing good
health of their employees.

BSNL also provide medical facilities and insurance
policy to their employees’ safety and health.


Welfare means faring or doing well. It is a
comprehensive term and refers to physical, mental,
moral and emotional well-being of an individual.
Further, the term welfare is a relative concept,
relative in time and space. It, therefore, varies from
time to time, from region to region and from
country to country.

BANL gives provident fund facilities, free telephone
and internet service, transportation service, LTC
etc. to welfare of their employees.

Auditor’s Report


  A. We have audited the balance sheet of AIRTEL
     as at 31st March 2006 and related Profit &
     Loss Account and Cash Flow Statement for the
     year ended on that date annexed thereto.

     These     financial   statements    are    the
     responsibility of the Company’s management.
     Our responsibly is to express on an opinion on
     these financial statement based on our audit.

  B. We conducted our audit in accordance with the
     auditing standards generally accepted in India.
     Those standards required that we plan and
     perform the audit to obtain reasonable
     assurance     about   whether    the   financial
     statements are free of material misstatement.
     An audit includes examining, on a test basis,
     evidence     supporting    the   amount     and
     disclosures in the financial statements. An
     audit includes assessing the accounting
     principles used and significant estimates made
     by management, as well as evaluating the
     overall financial statement presentation. We
     believe that our audit provides a reasonable
     basis of our opinion.

     Our report has taken into consideration the
     audited accounts and Branch auditors reports
     of 48 units (circles, districts, regions, training
     institutions, stores, factories) appointed by the
     Comptroller and Auditor’s General of India and

  noted by    the   Board   of   Directors   of   the

C. As required by the Companies (Auditor’s
   Report) Order, 2003 issued by the Central
   Government of India in terms of sub-section
   (4A) of section 227 of ‘The Companies Act.,
   1956 of India (the ‘Act’) and on the basis of
   such checks as we considered appropriate and
   accounting to the information and explanations
   given to us and reports of other auditors, we
   set out in the Annexure a statement on the
   matters specified in paragraphs 4 and 5 of t he
   said order.

  Further to our comments in the Annexure
  referred to in paragraph ‘C’ above:

D. Attention is invited to the facts stated in the
   following paragraph:

  1.      Assets taken over from Department of
  Telecommunication (D.O.T)
      and DOT balances

  a)     As referred to in Note no. 2 on Schedule
         U, the process of taking    over the assets
         and    liabilities   from  Department    of
         Telecommunications (D.O.T) is still in
         progress and the fact that the value of net
         assets      identified    subsequent     to
         01.10.2000 has been credited to Capital

  b)     The title to the various immovable
         properties taken over from D.O.T.    are
         yet to be transferred in the name of the

  c)     The fact that the method of valuation
         adopted for assets taken over is also the
         basis for treating them as original cost for
         the purpose of providing depreciation.

  2.   Fixed Assets and Capital Work-in-Progress

  a)     As stated in Note no. 1 on Schedule – D,
         amortization has been made only in
         respect of leasehold land which has been
         identified as leasehold.

  b)     As referred to in note 5.4 on Schedule - U,
         the fact that some excess depreciation
         could have been provided on the analog

     exchanges which had been impaired and
     provided for and the fact that no
     adjustment has been made to write back
     such excess depreciation.

c)   As referred to in Note No. 5.5 on
     Schedule – U, certain assets still shown
     under ‘Capital-work-in-progress’ though
     completed and put to use, has not been
     capitalized and depreciation provided on

d)   As referred to in Note No. 5.8 on
     Schedule – U, there is a net difference of
     Rs. 717 lacs in CWIP between subsidiary
     ledger and financial ledger, in a Circle.

3.   Depreciation

a)     As reported by the branch auditor, the
       depreciation on some assets in U.P.
       (West) Circle has not been computed at
       the rate and in the manner prescribed in
       Schedule XIV to the Companies Act; the
       impact thereof on the profit for the year
       and on fixed assets of that circle are not

b)     As referred to in Accounting Policy 4 in
       ‘Schedule T’, depreciation on factory
       buildings & administrative buildings have
       been provided at the rate applicable to the
       normal buildings.

4.   Current Assets, Loans and Advances and
     Current Liabilities

a)     As referred to in Note No. 7.1 & 8.2 of
       Schedule – U, the fact that no adjustment
       has been made for the difference of Rs.
       28969 lacs between the General Ledger
       and Subsidiary Ledger of Sundry Debtors
       and the difference between similar sets of
       accounts in respect of loans and advances
       (amount         unascertained)    pending

b)     As referred to in Note 10.1 on Schedule
       U, Bank Reconciliation Statements have
       not been prepared in few units.

c)     As stated in Note No. 10.2 & 10.3 of
       Schedule – U, Cheques and TTs
       deposited with the Bank for Rs. 1744 lacs
       but not credited by the banks and unlinked
       debit & credit items appearing in Bank
       Reconciliation for Rs. 1803 lacs and Rs.
       2678 lacs, respectively are still in the
       process of reconciliation and hence, not
       adjusted in the accounts.

d)      The balances due to and due from DOT,
       M.T.N.L., DOP on current account are
       subject to confirmation, reconciliation and
       consequential adjustments.

5.   Frauds

       Frauds have been reported in 9 circles
       amounting to Rs. 1836.29 lacs which
       includes    Rs.    23    lacs    due    to
       misappropriation of ITC cards and Rs. 835
       lacs on account of unauthorized ISD calls,
       which have been defrauded before the
       income could be recognized.

6.   Inter/ Intra Circle Remittance Account

       As stated in Note No. 14 on Schedule U,
       the possible effects of reconciliation of
       inter/intra circle remittances on the
       income, expenditure, assets and liabilities
       could not be ascertained.

7.   Others

(a) As stated in Note no 25 (d) on Schedule
    U, the company has not identified the

      SSIs with whom they are dealing and
      hence disclosure as required under
      Schedule VI could not be made.

(b) As stated in Note no 26(f) on Schedule U,
    in certain units, contingent liabilities and
    estimated amount of contracts remaining
    to be executed have not been ascertained.

(c) The fact that certain assumptions as
    stated in note no. (1) & (2) on Cash Flow
    Statement have been made for the
    purpose of preparation of ‘Cash Flow

(d) The branch auditor have reported that
    Accounts of GMTD Gorakhpur & TDM
    Ballia have not been properly compiled for
    want of necessary information and hence
    unable to express any opinion on such
    accounts; however, the financial impact of
    the above qualification has not been

8.     License Fee, Spectrum Charges, Inter
     connect Usage Charges

a)    The fact that the licence fee has been
      accrued based on note no. 13.2 and the
      inter connect revenue betweenAIRTEL &
      MTNL based on note no. 12.2 of Schedule
      – U, and the accounting for the revenues
      from D.O.T, & M.T.N.L. has b een made as
      stated in the accounting policy 2(c) of
      Schedule ‘T’.

  b)    As referred to in Note 12.4 on Schedule
        U, no provision has been made for
        telecom traffic charges payable and
        receivable to and from Pakistan Telecom
        Company Limited.

  9.   Revenue

  (a) The exchange wise reconciliation of
      outgoing metered calls and calls billed
      has not been done by the company for 15
      circles as reported by the branch auditors.
      Consequently the completeness and the
      correctness of the provision for revenue
      sharing as well as for licence fee payable,
      to that extent, could not be adjusted.

  (b) The booking of rental income on
      disconnected telephones as stated in Note
      no. 12.6 of Schedule – U.

E. We report that

  (a) The exchange wise reconciliation of
      outgoing metered calls and calls billed
      has not been done by the company for 15
      circles as reported by the branch auditors.
      Consequently the completeness and the
      correctness of the provision for revenue
      sharing as well as for licence fee payable,
      to that extent, could not be adjusted.

  (b) The booking of rental income on
      disconnected telephones as stated in Note
      no. 12.6 of Schedule – U.

    In addition to the matters covered in our
    report under CARO 2003, the system of
    accruing income and expenditure is to be
    strengthened as evidenced by the fact
    that the large amount of prior period
    income and expenditure are being
    accounted for during each of the
    subsequent years.

(c) We have received reports on accounts of
    branch offices audited by other auditors
    and the same has been dealt with by us in
    our report.

(d) The balance sheet, profit and loss account
    and cash flow statement dealt with by this
    report are in agreement with the books of
    accounts and with the audited returns
    from branches.

(e) In our opinion, the balance sheet, profit
    and loss account and cash flow statement
    dealt with by this report comply with the
    accounting standards referred to in sub -
    section (3C) of Section 211 of the
    Companies Act, 1956 except for :

       Accounting Standard 2 for valuation
        of inventory has not been followed in
        13 circles as reported by branch

       Accounting Standard 10 for charging
        of overhead    on   the   basis  of
        predetermined / estimated basis to
        the Capital Work-in-Progress (Note

          No. 5.7 of Schedule - U) instead of on
          actual basis.

         Accounting Standard 15 regarding
          provision for leave encashment of
          absorbed employees as well as
          directly recruited employees and
          gratuity liabilities in respect of eligible
          employees has been provided for on
          estimated            basis        pending
          ascertainment of actuarial valuation
          (Note No. 11.2 & 11.3 of Schedule -

(f)   On the basis of written representations
      received from the directors as on 31st
      March, 2006 and taken on record by the
      Board of Directors of the Company, we
      report that none of the directors is
      disqualified as on 31st March, 2006 from
      being appointed as a director in terms of
      clause (g) of sub-section (1) of Section
      274 of the Act.

(g) Subject to item 2,3,4,6,7,8&9 contained in
    D above, to which attention has been
    drawn and the consequential effect of
    adjustment on the value of assets,
    liabilities, the quantum of income and
    expenditure and their effect on the profit
    for the year (which are unascertainable) in
    our opinion and to the best of our
    information     and   according   to   the
    explanations given to us, the said
    accounts      read   together   with   the
    Accounting Policies and notes thereon
    give the information required by the

        Companies Act, 1956, except for the non
        disclosure of the matters referred to in
        Note no. 25 (a), 25 (b) & 25 (d) of
        Schedule ‘U’ and information relating
        thereto in the manner so required and
        give a true and fair view in conformity with
        the    accounting     principles   generally
        accepted in India :

        (i)   in the case of the Balance Sheet, of
              the state of affairs of the Company as
              at 31st March, 2006; and
        (ii) in the case of the Profit and Loss
              Account, of the profit for the year
              ended on that date and
`       (iii) in the case of the Cash Flow
    Statement, of the cash flow for
                   the year ended on that date.


                         High market
S        Strength        share brand
                         To attract all
W      Weaknesses           class of
                         Good service
O      Opportunities     will increase
                       the no. of users
                        like Reliance,
T        Threats
                       Hutch, Orange,

    Airtel has good reputation in the mark et.
Objective of survey is to know the satisfaction of
users. I have already discussed the objects in the

    The organisation has good reputation in the
market;   however,    it    requires    some   efforts   to
maintain the reputation for the betterment of its
future.   However, now they are taking reasonable
steps to improve its brand name and sales target.

    Lastly, I can say that Airtel has bright future
for the coming years.         And I hope this project
report will help them taking right decision and fulfill
their customer demands.

    Again, I am thanking to all who directly or
indirectly helped me.

    Wishing       Airtel,         the   best     success


    After making a survey in Rajkot on Airtel, I
have come to some conclusive suggestions, which
are necessary for the company. From my point of
view to maintain and improve the market share of
Airtel, my main points or suggestions are:

   During the survey, the major problem faced by
    the user is the "price' of particular service. So
    as far as possible they should maintain their
    price level less as per market price.

   Most of the customers of Rajkot don't know
    about the services provided by Airtel.        So
    company should concentrate on this point and
    advertise so they attract customers.


      Although    it   is    said        that    only    theoretical
knowledge is not enough. For studying any topic,
practical     knowledge       is        must,    hereby       in     this
practical study, undergone without the base of
theoretical      knowledge,         the         understanding          is

      Hence,      to        make         this        report        easily
understandable         and     simple,           I     have        taken
references of certain books regarding marketing
topics, retailing marketing, which are mentioned
below.      For the basic knowledge and concept
clarity it was essential.

The references from which I gained infor mation

Sr.           Description                               Author
1.     Marketing Management                           Philip Kotler
2.     Marketing Management                             Stanton
3.                              Website


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