Airtel Report IV Sem

7/29/2019 Airtel Report IV Sem

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PROJECT REPORT

ON

CUSTOMER SATISFACTION

UNDERGONE

AT

BLUMOUNT VENTURES (CORPORATE SALES ASSOCIATE OF

BHARTI CELLULAR LTD.), BANGALORE

SUBMITTED IN PARTIAL FULFILLMENT OF MASTER OF

BUSINESS MANAGEMENT (MBA)

BY__________

(________)


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BHARTI-HEXACOM TELE-VENTURES

"As we spread wings to expand our capabilities and explore theNew horizons, the fundamental focus remains unchanged: seek

out the best technology in the world and put it at the service of ourultimate user: our customer."

_______________

ACKNOWLEDGEMENT


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Any work of this magnitude requires the inputs, efforts and encouragement

of people from all sides. In this project report, I have been very fortunate in

having got the active co-operation of many people, whom I would like to

humbly thank.

The true credit of my completing the work successfully goes to my guide

____________Business Development Manager, who with his patience and

knowledge guided me through the project. He helped me to understand

telecom industry, markets, project objectives and execution.

I have been obliged to take value assistance and co-operation of a number of

eminent personalities, therefore I would like to express my deep sense of

thanks and sincere regards to all these members.

I owe special thank to all the respondents whom I approached with my

questionnaire and who took time off their busy schedules to answer them

patiently.

______________


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TABLE OF CONTENTS

Preface

About Bharti Group 1

GSM Technology 43

Research methodology 51

Findings and Conclusions 62

Annexure 65

Bibliography 69


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About The Company


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ABOUT THE BHARTI GROUP

Bharti Enterprises has been at the forefront of technology and hasrevolutionized 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 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.

Bharti is the leading cellular service provider, with a footprint in 15 states

covering all four metros. It has over four million satisfied customers.

JOINT VENTURES

Bharti has many joint ventures with world leaders like Singtel (Singapore

Telecom); Warburg Pincus, USA; Telia, Sweden; Asian infrastructure find,

Mauritius; International Finance Corporation, USA and New York Life

International, USA.

Bharti Tele-Ventures Limited was incorporated on July 7, 1995 for

promoting investments in telecommunications services. Its subsidiaries

operate telecom services across India. Bharti Tele-Ventures is India's leading

private sector provider of telecommunication services based on a strong

customer base consisting of approximately 8.37 million total customers


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which constitute, approximately 7.67 million mobile and approximately

704,000 fixed line customers, as of June 30, 2004.

MANAGEMENT STRUCTURE

The group has been structured to create functional and operational

specialization with a linear vision of business lines and functional areas.

The Company is headed by Chairman and Group Managing Director- Sunil

Bharti Mittal who is assisted by two Joint Managing Directors- Akhil Gupta

and Rajan Bharti Mittal. The Company also has two Presidents- President

Mobile Services and President Infotel Services, this responsibility includes

Fixed-line, Long Distance and Broadband Services. The Presidents report to

the Group Chairman and Managing Director. The head of units and Strategic

Business Units (SBU) report to the respective business's President.


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BHARTIS VISION

To make mobile communications a way of life and be the

customers first choice.


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BHARTIS MISSION

Meet the mobile communication needs of the customer through

1) Error free service

2) Innovative products and services and

3) Cost efficiency.

4) Unified messaging solutions

Airtel from Bharti Cellular Limited is a part of the biggest private

integrated telecom conglomerate, Bharti Enterprises.


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CORE VALUE OF BHARTI

The core values of Bharti are:

Innoventuring

Generating and implementing entrepreneurial and innovative ideas, to

create new growth engines.

Customer First

Committed to delivering service beyond the expectations of thecustomer.

Performance Culture Benchmarking processes and performance against world-class

standards helps to distinguish between performers and non-performers

by valuing achievement at the individual as well as the team level.

The culture encourages and invites feedback, learning and ideas

sought and acted upon.

Valuing Partnership

Committed to building exemplary relationship with partners, which

stands on the principles of mutual trust and mutual growth.


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Valuing People

Nurtures an environment where people are respected and their

uniqueness is valued. Firmly believing that people are key

differentiates.

Responsible Corporate Citizenship

Committed to making a positive and proactive contribution to the

community and as a responsible corporate citizen will contribute to

and abide by environmental and legal norms.

Ethical Practices

Will uphold the highest ethical standards in all internal and external

relationship and will not allow misuse or mis-representation of any

facts.


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BUSINESS STRATEGY

Bharti Airtels strategic objective is:

To capitalize on the growth opportunities that the Company believes

are available in the Indian telecommunications market and consolidate

its position to be the leading integrated telecommunications services

provider in key markets in India, with a focus on providing mobile

services.

The Company has developed the following strategies to achieve its strategic

objective:

Focus on maximizing revenues and margins;

Capture maximum telecommunications revenue potential with

minimum geographical coverage;

Offer multiple telecommunications services to provide customers with

a "one-stop shop" solution;

Position itself to tap data transmission opportunities and offer

advanced mobile data services;

Focus on satisfying and retaining customers by ensuring high level ofcustomer satisfaction;

Leverage strengths of its strategic and financial partners.


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Emphasis is laid heavily on human resource development to achieve

operational efficiencies.

MOBILE STRATEGY

Capture maximum telecommunications revenue potential with

minimum geographical coverage to maximize its revenues and

margins.

Build high quality mobile networks by deploying state-of-the-art

technology to offer superior services.

Use the experience it has gained from operating its existing mobile

networks to develop and operate other mobile networks in India and

to share the expertise across all of its existing and new circles.

Provide affordable tariff plans to suit each segment of the market with

a view to expand the reach, thereby increasing the mobile customer

base rapidly.

Attract and retain high revenue generating customers by providing

competitive tariffs, offering high quality customer services.


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Competitive Strengths

1. Bharti Airtel believes that the following elements will contribute to

the Company's success as an integrated telecommunication servicesprovider in India and will provide the Company with a solid

foundation to execute its business strategy:

2. Nationwide Footprint - As of June 30, 2004, approximately 92% of

India's total mobile subscribers resided in the Company's sixteen

mobile circles. These 16 circles collectively accounted forapproximately 56% of India's land mass;

3. Focus on telecommunications to enable the Company to better

anticipate industry trends and capitalize on new telecommunications-

related business opportunities;

4. The strong brand name recognition and a reputation for offering high

quality service to its customers;

5. The Company's strong relationships with international strategic and

financial investors such as Singtel, Warburg Pincus, International

Finance Corporation, Asian Infrastructure Fund Group and New York

Life Insurance.

6. Quality management teams with vision and proven execution skills.


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MOBILE DIVISION

The Indian mobile market, according to the (COAI), has increased fromapproximately 1.2 million subscribers as of March 31, 1999 to

approximately 37.38 million subscribers as of December 31, 2004.

Despite this rapid growth, the mobile penetration rate in India, at

approximately 3.6% as of December 31, 2004, is significantly lower than the

average mobile penetration rate in other Asian and international markets.

The number of mobile subscribers in India is expected to show rapid growthover the next four years, 2006 projected it at 50 million by COAI and 44

million by Gartner.

Bharti Tele-Ventures believes that the demand for mobile services in India

will continue to grow rapidly as a result of the following factors:

Lower tariffs and handset prices over time;

Growth in pre-paid customer category;

Greater economic growth and continued development;

Higher quality mobile networks and services; and

Greater variety and usage of value added services.


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Bharti Airtel, through its subsidiary has the licenses to provide GSM

services in all the twenty-three telecom circles in India.

It proposes to consolidate all its subsidiaries providing mobile services under

Bharti Cellular Limited.

MOBILE FOOTPRINT

The map below depicts the location of, and provides certain information for,

Bharti Airtels existing mobile circles in India:


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All India

AIRTELs Position

Chennai - 4,055,704

Delhi - 2,468,016

Mumbai - 1,823,532

Kolkata - 1,852,838

Maharashtra & Goa - 4,345,945

Gujarat - 3,004,824

Andhra Pradesh - 6,516,332

Karnataka - 7,316,500

Tamil Nadu - 4,218,705

Kerala - 1,703,298

Punjab - 3,239,200

Haryana - 1,067,990

Uttar Pradesh (West) - 1,624,001

Uttar Pradesh (East) - 3,897,278

Rajasthan - 4,242,006


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Madhya Pradesh - 3,084,776

West Bengal & Andaman and Nicobar - 2,106,163

Himachal Pradesh - 809,829

Bihar - 4,912,900

Orissa - 1,911,070

Assam - 939,746

North Eastern States - 585,213

Jammu & Kashmir - 1,100,069

The key demographics of Bharti Airtel's mobile circles are set forth below.

Bharti as % of All India

Number of circles

22

16

73%

Area of the circles (in '000 sq. km)(1)

3,278

1,848

56%


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Population in the licensed areas (in Mn)(2)

1,027593

58%

Market Mobile subscribers in the licensed areas (in Mn) (3)

37.38

36.31

97%

Market DELs in the licensed area (in Mn) (4)

37.7

30.7

81%

Number of vehicles in the licensed areas (in '000s)(5)

36,132

29,025

80%

(1) Area estimates are from National Census, 2001.

(2) Population estimates for all the circles other than the metropolitan

areas are as per National Census, 2001 and are as of March 1, 2001.

Population estimates for the Uttar Pradesh (West) circle is 37% of the total


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population of the state of Uttar Pradesh.

(3) Based on data released by the COAI on the total number of mobile

subscribers in the circles as of December 31, 2004.

(4) DELs as on March 31, 2002. Based on data released questions and

Government statistics as per The Financial Express dated June 10,2002.

(5) Vehicles comprise four wheeler and two wheeler non-commercial.

(6) Vehicles and are derived from data released by the Motor Transport

Statistics of India as of March 31, 1997 in its most recent report.

BHARTI OVER THE YEARS


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The organization is designed to ensure identical businesses are run along

similar lines and best resources in any functional field, be tapped to serve the

best interests of the entire group. With its experience and expertise it has

totally empowered to manage respective companies and are fully responsible

for business operations to build world-class organizations with a high degree

of customer focus.

1995

Bharti Tele-Ventures Limited incorporated on July 7, 1995

Bharti Cellular launched mobile services Airtel in Delhi

1996

Bharti Telenet launched mobile services in Himachal Pradesh

1997

Bharti Telenet obtained a license for providing fixed-line services in

Madhya Pradesh circle

Bharti Telecom formed a joint venture, Bharti BT, for providing

VSAT services.


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1998

Bharti Telecom formed a joint venture, Bharti BT Internet for

providing Internet services

First Indian private fixed-line services launched in Indore in the

Madhya Pradesh circle on June 4, 1998 by Bharti Telenet thereby

ending fixed-line services monopoly of DoT (now BSNL)

1999

Bharti Tele-Ventures acquired an effective equity interest in Bharti

Mobile (formerly JT Mobiles), the mobile services provider in

Karnataka and Andhra Pradesh circles.

Warburg Pincus (through its investment company Brentwood

investment Holdings Limited) acquired equity interest in Bharti

Televentures.


Mobile (formerly JT Mobiles), the mobile services provider in

Karnataka and Andhra Pradesh circles.

2000

New York Life Insurance Fund, or NYLIF, acquired equity interest in

Bharti Cellular.


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Mobinet (formerly Skytel Communications), the mobile services

provider in Chennai.

Bharti Tele-Ventures acquired equity interest of Telecom Italia and

Bharti Telecom in Bharti Telenet thereby making Bharti Telenet a

100% subsidiary of Bharti Tele-Ventures.

Singtel (through its investment company Pastel Limited) acquired

STET's equity interest in Bharti Tele-Ventures.

Bharti Tele-Ventures acquired an additional effective equity interest

in Bharti Mobile resulting in Bharti Tele-Ventures holding an

effective 74% equity interest in Bharti Mobile.

2001

Bharti Telesonic entered into a joint venture, Bharti Aquanet, with

Singtel for establishing a submarine cable landing station at Chennai.

Bharti Tele-Ventures acquired NYLIF's equity interest in Bharti

Cellular.

Bharti Cellular acquired a 100% equity interest in Bharti Mobile

(formerly Spice Cell), the mobile services provider in Kolkata.

Bharti Tele-Ventures acquired equity interest in Bharti Cellular fromBritish Telecom, thereby making Bharti Cellular its 100% subsidiary.

Bharti Tele-Ventures acquired an additional equity interest in Bharti

Mobinet from Millicom International and BellSouth International.


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Punjab license restored to Bharti Mobile by the DoT and migration to

NTP- 1999 accepted.

Bharti Cellular entered into license agreements to provide mobile

services in eight new circles following the fourth operator mobile

license bidding process.

Bharti Telenet entered into license agreements to provide fixed-line

services in the Haryana, Delhi, Tamil Nadu and Karnataka circles.

Bharti Telesonic has entered into a license agreement with DoT to

provide National Long Distance Services in India and has been thefirst service provider to start service in the country.

Bharti Aquanet, Bharti Telesonic and Bharti Cellular have entered

into license agreements with the DoT to provide ISP services in India.

2002

Bharti launched mobile services in Gujarat, Haryana, Kerala, Madhya

Pradesh circle, Maharashtra, Mumbai, Punjab, Tamil Nadu, Uttar

Pradesh (West) circle. Bharti listed on the National stock Exchange,

Bombay Stock Exchange and the Delhi Stock Exchange on February

18, 2002.

Bharti entered into a license agreement with the DoT to provideinternational long distance services in India.

Bharti launched fixed-line services in the Delhi, Haryana, and

Karnataka and Tamil Nadu license areas.


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Bharti became the first private telecommunications services provider

to launch international long distance services.

2003

Bharti to invest Rs. 150 crores in its mobile business in Tamil Nadu

state.

AirTel Magic launches pre-paid international roaming for all its

customers.

AirTel to add six new towns-Satna, Katni, Hoshangabad, Itarsi,Morena.

AirTel announces exciting national initiatives to expand the mobile

market.

2004

Bharti Teletech introduces new standards of cordless telephony in

India.

Airtel launches WI-FI service in Mumbai .

Blackberry Launch: Airtel unveils another first in global business

mobile communication with the launch of Blackberry - the most

powerful instant e-mail mobile innovation.

Airtel adds another first becomes the first private sector mobileservice to launch operations in J&K.


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2005

Airtel Becomes The First GSM Operator In The Country To Cross

The 10 Million-Customer Milestone.

Sunil Bharti Mittal Inducted To The Global GSM Association Board.

Bharti Launches Airtel In North East & Assam.

2006

Airtel and Research In Motion launch the BlackBerry 8700g - the first

EDGE-enabled BlackBerry device in India.

Results of Postal Ballot for change of company name from Bharti

Tele-Ventures Limited to Bharti Airtel Limited.

2007

Airtel brings the Highly-Anticipated BlackBerry 8800 Smartphone to

India.

2008

Airtel Partners with SingTel to Offer Free Incoming Calls while on

International Roaming in Singapore.

Airtel makes its television debut - Set to redefine home entertainment

with Airtel digital TV.


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Airtel adds to the joy of festive season launches digital TV.


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1999

Pre-4th License

Post-4th LicenseNumber of Mobile Circles

2

5

20

Number of Fixed-Line Circles

1

1

6

Population covered in our licensed area (%)

2%

16%

58%

Area covered in our licensed areas (%)

2%

16%

56%

Wireless Coverage Area(% of Mobile Customers covered)

16%

38%

97%


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1) Comprises the circle of Delhi and Himachal Pradesh.

2) Comprises the circle of Delhi, Himachal Pradesh, Karnataka and Andhra

Pradesh.

3) Comprises the circle of Delhi, Himachal Pradesh, Karnataka, Andhra

Pradesh and Chennai.

4) Comprise the sixteen operational circles of Bharti Tele-Ventures.

5) Based on data released by the COAI on the total number of persons

subscribing to mobile services in our licensed areas.


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ACHIVEMENTS

The largest private sector in integrated telecommunications services

group in India in terms of the number of customers.

Largest Mobile footprint in India, covering 20 of the 23 licensed

areas.

Proven track record of managing growth - both organic as well as by

way of acquisitions.

Existing foreign shareholders have acquired direct and indirect equity

interests in the Company for a total consideration exceeding US$1

billion.

First and largest private telecommunications services company

offering fixed-line services in India.

First private telecommunications company to launch long distance

services.

First off the block to launch fixed-line services in all the four circles

of Delhi, Haryana, Karnataka and Tamil Nadu.


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FIRST AMONGST

FIRST operator to revolutionize the concept of retailing with the

inaugurations of connects (exclusive showrooms) in 1995.

FIRST mobile communication service provider in India to be certified for

ISO9001: 2000.

FIRST in world certified by British Standards Institution for mobile

Communication.

FIRST to expand its network with the installation of second mobile

switching centers in 1997.

FIRST TO introduce the intelligent network platform first to provide

retail subscribers by forming an association called World 1 Network.

FIRST to provide roaming facility in USA.

FIRST to introduce a wide array of value added services like Smart mail,

fax facility, call waiting, Web-messages, information services etc. to

enhance the convenience of its subscribers.


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AWARDS AND RECOGNITION

Bharti Tele-Ventures, its subsidiaries and management have received several

awards and recognitions, including:

Bharti Airtel crosses the 60 million customer mark in feb. 2008.

Bharti Airtel enhances empowerment, strengthens business roles in

2007.

Bharti Enterprises announces new Apex level Strategic Organization

Structure in 2007.

Indias Most Famous Icons Fight For Supremacy in 2005.

Airtel Becomes The First GSM Operator In The Country To Cross

The 10 Million-Customer Milestone in 2005.

Bharti, Indias leading telecom conglomerate, declared countrys best-

managed company by Asiamoney in 2004.

Airtel wins the World Communications Best Brand Award in 2004.


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Bharti makes it to the Hewitt top 25 Best Employers in 2003.

Bharti moves ahead in the creation of a single power brand in 2003.

Bharti gets international long distance service licence in 2002.

Sunil Mittal is 'Businessman of the Year 2002'

Sunil Bharti Mittal awarded the Dataquest IT Man of the Year 2002

Bharti was recognized as one of the "Leading Lights of Telecom" in

Asia in November 2001 in the Asian edition of the "tele.com" magazine

with analytical inputs from research consultants Frost &Sullivan.

The leading telecommunications service provider in India in a survey

of Indian companies conducted by Business World in association with

Indian Marketing Research Bureau in September 2001.

The Techies award from Information Communications World, an

international business magazine, for four consecutive years (1997 to 2000)

for brand excellence, network quality, customer service and value added

service in our Delhi mobile circle.


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Golden Peacock National Training Award 1999 to Bharti Cellular

for our Delhi mobile operations from the Institute of Directors, a non-profit

association in India committed to improving the competitiveness of Indian

business by focusing on development of business leaders, for the best human

resources and training practices.

Ascent Times of India and Sodexho Pass award in 1999 from the

Asia Pacific HRD conclave to Bharti Cellular for corporate excellence in the

category of most innovative human resource practices.

Mr. Sunil Bharti Mittal (Chairman and Group Managing Director)

was honored as " One of the Top Entrepreneurs Worldwide" for the year

2000 and "Stars of Asia" for the year 2001 by international business

magazine, Business Week.

Mr. Sunil Bharti Mittal was selected as the "Businessman of the year

2002" by Business India.

Mr. Sunil Bharti Mittal was awarded the Dataquest IT man of the

year 2002.

Mr. Sunil Bharti Mittal was selected the "CEO of the year 2002" by

World HRD congress.


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Mr. Akhil Gupta (Joint Managing Director) was adjudged as the Chief

Financial Officer for year 2001 for Mergers & Acquisitions activities by

EIU.


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CELLULAR ANALOGY

Introduction to telecomm technologies:

There are two types of telephone service infrastructure

Fixed wired (standard telephones using copper or fibre cables) and

wireless (cordless analogue and DECT digital)

Mobile cellular analogue and digital (GSM), and satellite

The technologies used by these services may be analogue, or in the case of

newer technologies, digital. Most can be used for more than simple voice

telephony, for example to transmit faxes and to transfer files including data,

audio and video.

Fixed telephony

POTS the standard (or "plain old") telephone service, an analogue

system using copper wires.

ISDN Integrated Services Digital Network. ISDN uses the same

copper wires as POTS, but by (at its simplest) providing two channels

per physical line can be thought of as the equivalent of two lines. In

larger installations one physical line can carry up to 30 voice or data

channels.

ADSL Asymmetrical Digital Subscriber Line. ADSL, which also

uses existing copper wires, is a fast and permanent "always on"


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connection to the Internet, which includes one phone line or voice

channel which can be used at the same time.

Cable modems use the hybrid fiber coax (HFC) networks of the

cable companies. Shared bandwidth means speeds 5-10 times as fast

as single channel ISDN, similar to ADSL. ADSL and cable modem

connections are referred to as Broadband.

Fixed wireless fixed base station and wireless DECT type handsets

are gaining in popularity for voice telephony. Wireless LAN systems

using a base station and cards with aerials inserted into computers are

on the market and becoming more popular. These wirelesses LANs

are also appearing in shared working spaces although there are some

concerns about security of such networks. They are referred to as

WiFi or 802.11 networks. An associated technology called Mesh

turns each wireless appliance into a repeater station so spreading therange of the network.

Mobile telephony

GSM unlike cellular (analogue) mobile phones, GSM is a digital

service. It can provide e-mail/text messaging and WAP Internetconnectivity, but at a relatively low bandwidth, and therefore slow or

restricted functionality.


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GPRS a new data network which offers an "always on" connection

to the Internet, and increases the speed at which data is transferred

over mobile phones. A GPRS device, such as a desktop/laptop/palm

top computer, can be permanently connected to the network through

an internal card or external box, with an aerial for Internet and other

services. Starting bandwidth is up to 28 or 56kbps depending on

strength of signal, with plans to increase this to 128kbps. At the higher

bandwidth the service could be a viable, always-on alternative to

ISDN.

Third generation (3G) mobile or UMTS (Universal Mobile Telephone

Service) will provide fast Internet access, which will in practice

enable data transfer and network applications to be used from laptop,

notebook and handheld computers.

Satellite phones are bulky and expensive but can be used mostanywhere in the world.

At the basic level, mobile phones are either analog or digital. Some are both.

Today's mobile phones are primarily digital, especially in India and run on

different technologies such as CDMA (Code Division Multiple Access) and

GSM (Global System for Mobile Communications). Code Division Multiple

Access (CDMA) is a very new concept in wirelesses communications,

which has lead to improve both; the system capacity as well as the service

quality.


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CDMA is a form of spread-spectrum, a family of digital communication

techniques that have been used in military applications for many years. The

core principle of spread spectrum is the use of noise-like carrier waves,

which have bandwidths much wider than that required for simple point-to-

point communication for the same data rate.


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GSM Technology


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The development of GSM started in the early 1980s. It was the mainstay of

the plans for Europes mobile communication infrastructure for the 1990s.

Today, GSM and its DCS 1800 and PCs 1900 versions have spread far

beyond Western Europe with networks installed across all continents.

The story begins in 1982 when the European Conference of Posts and

Telecommunications Administrations (CEPT), consisting then of the

telecommunication administrations of twenty-six nations made two very

significant decisions. The first was to establish a team with the title "Groupe

Spciale Mobile" (hence the term "GSM", which today stands for Global

System for Mobile Communications) to develop a set of common standards

for a future pan-European cellular network. The second was to recommend

that two blocks of frequencies in the 900 MHz band be set aside for the

system.

The CEPT made these decisions in an attempt to solve the problems created

by the uncoordinated development of individual national mobile

communication systems using incompatible standards. The impossibility of

using the same terminal in different countries whilst traveling across Europe

was one of these problems; another was the difficulty of establishing a

Europe-wide mobile communications industry that would be competitive in

world markets due to the lack of a sufficiently larger home market with

common standards .By 1986 it was clear that some of these analogue

cellular networks would run out of capacity by the early 1990s. As a result, adirective was issued for two blocks of frequencies in the 900 MHz band,

albeit somewhat smaller than recommended by the CEPT, to be reserved

absolutely for a pan-European service to be opened in 1991.


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The digital system would offer improved spectrum efficiency, better quality

transmission and new services with enhanced features including security. It

would also permit the use of Very Large Scale Integration (VLSI)

technology, which would lead to smaller, and cheaper mobiles, including

hand held terminals. Finally, a digital approach would complement the

development of the Integrated Services Digital Network (ISDN) with which

GSM would have to interface. GSM initially stood for Group Spcial

Mobile, the CEPT (Conference of European Posts & Telegraphs) formed the

group to develop a Pan-European cellular system to replace the many

systems already in place in Europe that were all incompatible.

The main features of GSM were to be International Roaming ability, good

sound quality, small cheap handsets and ability to handle high volumes of

users. GSM was taken over in 1989 by the ETSI (European

Telecommunications Standards Institute) and they finalized the GSM

standard in 1990. GSM service started in 1991. It was also renamed this year

to Global System for Mobile communications (GSM).

Today there are approx. 105 countries with GSM networks or planned

networks and many more are planned with around 32 million subscribers

worldwide on the 139 networks. The MoU "Memorandum of

Understanding" has over 210 members from 105 countries, this organization

meets ever three to four months to look at new or better implementations to

the GSM system.

Home Location Register (HLR)

A Home Location Register (HLR) is a database that contains semi-

permanent mobile subscriber information for wireless carriers' entire


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subscriber base. HLR subscriber information includes the International

Mobile Subscriber Identity (IMSI), service subscription information,

location information (the identity of the currently serving Visitor Location

Register (VLR) to enable the routing of mobile-terminated calls), service

restrictions and supplementary services information.

The HLR handles transactions with both Mobile Switching Centers (MSCs)

and VLR nodes, which either request information from the HLR or update

the information contained within the HLR. The HLR also initiates

transactions with VLRs to complete incoming calls and to update subscriber

data.

Traditional wireless network design is based on the utilization of a single

Home Location Register (HLR) for each wireless network, but growth

considerations are prompting carriers to consider multiple HLR topologies.

Visitor Location Register (VLR)A Visitor Location Register (VLR) is a database which contains temporary

information concerning the mobile subscribers that are currently located in a

given MSC serving area, but whose Home Location Register (HLR) is

elsewhere.

When a mobile subscriber roams away from his home location and into a

remote location, SS7 messages are used to obtain information about the

subscriber from the HLR, and to create a temporary record for the subscriber

in the VLR. There is usually one VLR per MSC.

International Mobile Subscriber Identity (IMSI) Number


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The IMSI is a unique non-dialable number allocated to each mobile

subscriber in the GSM system that identifies the subscriber and his or her

subscription within the GSM network. The IMSI resides in the Subscriber

Identity Module (SIM), which is transportable across Mobile Station

Equipment (MSE). The IMSI is made up of three parts

1 (1) The mobile country code (MCC) consisting of three digits,

2 (2) The Mobile Network Code (MNC) consisting of two digits,

(3) The Mobile Subscriber Identity Number (MSIN) with up to 10

digits.

Mobile Subscriber ISDN (MSISDN) Number

The MSISDN is the dialable number that callers use to reach a mobile

subscriber. Some phones can support multiple MSISDNs - for example, an

U.S.-based MSISDN and a Canadian-based MSISDN. Callers dialing either

number will reach the subscriber.

Mobile Station Equipment (MSE) Subscription Services

GSM carriers typically order Mobile Station Equipment (MSE) (or GSM

phones) from their suppliers (Nokia, Motorola, Sony, etc.) in large quantities

(e.g. 1000 Units). After receiving an order, the equipment supplier will

program the ordered MSE SIMs with a range of IMSI numbers.

Once the range of IMSI numbers has been determined, the HLR can be

populated with the new IMSI records that will be configured and activated at

a future date by authorized sales or service subscription representatives. The


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fact that the HLR can be populated with ranges or blocks of IMSI numbers

creates efficiencies in the storage and retrieval of routing information.

The wireless carrier distributes the Mobile Station Equipment to Sales

Outlets that sell GSM subscription services. When a new subscriber orders a

GSM phone at one of the outlets, the service representative will create a

Service Order (SO) to enter the new subscriber's service subscription

information, including the MSISDN number.

The key to the Service Order is the IMSI that is programmed in the SIM.

The SO is sent to the HLR, where the IMSI record is created. It can either be

set to an active state immediately, allowing the new subscriber to send and

receive telephone calls or it can be activated at a future date.

GSM Call Routing

Mobile Subscriber Roaming

When a mobile subscriber roams into a new location area (new VLR), theVLR automatically determines that it must update the HLR with the new

location information, which it does using an SS7 Location Update Request

Message. The Location Update Message is routed to the HLR through the

SS7 network, based on the global title translation of the IMSI that is stored

within the SCCP Called Party Address portion of the message. The HLR

responds with a message that informs the VLR whether the subscriber

should be provided service in the new location.

Mobile Subscriber ISDN Number (MSISDN) Call Routing


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When a user dials a GSM mobile subscriber's MSISDN, the PSTN routes the

call to the Home MSC based on the dialed telephone number. The MSC

must then query the HLR based on the MSISDN, to attain routing

information required routing the call to the subscribers' current location.

The MSC stores global title translation tables that are used to determine the

HLR associated with the MSISDN. When only one HLR exists, the

translation tables are trivial. When more than one HLR is used however, the

translations become extremely challenging, with one translation record per

subscriber (see the example below). Having determined the appropriate HLR

address, the MSC sends a Routing Information Request to it.

When the HLR receives the Routing Information Request, it maps the

MSISDN to the IMSI, and ascertains the subscribers' profile including the

current VLR at which the subscriber is registered. The HLR then queries the

VLR for a Mobile Station Roaming Number (MSRN). The MSRN is

essentially an ISDN telephone number at which the mobile subscriber can

currently be reached. The MSRN is a temporary number that is valid onlyfor the duration of a single call.

The HLR generates a response message, which includes the MSRN, and

sends it back across the SS7 network to the MSC. Finally, the MSC attempts

to complete the call using the MSRN provided.

Adding a Second HLR to the GSM Network

As a GSM wireless carrier's subscriber base grows, it will eventually

become necessary to add a second HLR to their network. A service

subscription record storage capacity issue, or perhaps an SS7 message


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processing performance issue might prompt this requirement. It might

possibly be prompted by a need to increase the overall network reliability.

Typically, when new subscribers are brought into service, the second HLR

will be populated with blocks of IMSI numbers that are allocated when new

MSE equipment is ordered.

Much more complicated SS7 message routing Global Title Translations are

required for Routing Information Request transactions between the MSCs

distributed over the entire wireless carrier serving area and the two or more

HLRs. MSC Routing Information Requests are routed to the appropriate

HLR based on the dialed MSISDN and not the IMSI.

Unlike the IMSI numbers, the MSISDN numbers can not easily be arranged

in groups to reside within a single HLR and therefore, the MSC must contain

an MSISDN to HLR address association record for every mobile subscriber

homed on each of the MSCs. As the example illustrates, the MSC routing

tables quickly grow much more extensive than the STP tables. The networkadministration becomes increasingly complex and prone to error.

Research Design


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REASERCH METHODOLOGY

Definitions:

1. Research is the systematic investigation to establish facts or collect

information on a pre-decided subject.

2. Methodology is the specification of the system of principles and

techniques used in a particular discipline

REASERCH PROCESS

Define the problem and research objective

Develop the research plan

Collect the information

Analyze the information

Finding & Recommendations


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RESEARCH DESIGN

Research design involves a general plan of how to go about answering the

research questions set keeping in mind the research objective.

SOURCES:

SECONDARY SOURCES:

For the completion of the research it was important that the secondary data

should be supplemented by primary data originated specifically for the

research in hand. The primary data was gathered through questionnaires. My

research findings are based on information collected from filled

questionnaires. The main sources of secondary data were: -

Internal Data:

Some previous market studies provided by the guide.

Reports and database of AIRTEL provided by guide.

PRIMARY SOURCES:

Method used to collect primary data is:

Questionnaire

Questionnaire Method: For the purpose of the study survey was

conducted across different areas of Jaipur city. The Questionnaire (a sample

copy is attached) was prepared according to the objectives of the project and


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was administered accordingly. The data gathered through this exercise

became the primary data.

SAMPLING ERRORS:

While interpreting the results I kept in mind the potential errors.

Two sources of errors are random sampling error, which arises due

to the fact that the sample may not be a true representative of the

population, and non-sampling error which comes up because of

faulty coding, untruthful responses, respondent fatigue etc.

LIMITATIONS IN RESEARCH:

All research papers have its own limitations in terms of methodology and the

resources available for its conduct. This study is no exception to it and has

been carried under following limitation:

Some of the respondents were not forthcoming with

information as they thought it to be a waste of time.

A number of respondents were biased towards a particular

brand, which was giving them better returns.

Some of the respondents were not available so, contacted

person was not able to present a fair view.

Respondents lack of time to give information and their casual

attitude was a big hindrance in the study.


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QUESTIONNAIRE DEVELOPMENT PROCESS

In order to gather primary data, I used structured questionnaires, prepared in

advance to elicit the necessary response from the respondents.

Questionnaires help to facilitate communication and know the perceptions of

the respondents clearly. The following points were kept in mind while

structuring the questionnaire.

Content of the questions: the questions had been framed keeping in mind

the objective of the research.

Type of questions: the questionnaire consists of open-ended, closed-ended,

dichotomous and multiple-choice questions. Further I made use of likert

scale to get a more vivid response.

Wording of the questions: the questions are such that they are easy to

understand and the respondents do not have any hesitation in answering the

questions.

Note: - A sample questionnaire is enclosed with the report in Annexure- I at

the end.


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MARKET SHARE OF TELECOM PLAYERS IN RAJASTHAN

RELIANCE

16%

AIRTEL

38%

SPEICE

12%

BSNL

13%

VODAFONE

21%

AIRTEL VODAFONE BSNL SPEICE RELIANCE


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CONNECTIVITY AND AREA OF NETWORK COVERAGE OFAIRTEL

1 2

20

30

47

05

1015202530354045

50

Very Bad Bad Neither

Bad Nor

Good

Good Very

Good


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CALL TARIFFS OF AIRTEL

Expensive

40%

Cheap

10%

Very Economical

21%

Normal

29%


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CLARITY OF VOICE OF AIRTEL

0 10 20 30 40

Very Bad

Bad

Neither Bad Nor

Good

Good

Very Good


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OVERALL SATISFACTION WITH AIRTEL

0

5

10

15

20

2530

35

40

45

Extremely

Satisfied

Satisfied Neither

Satisfied NorDissatisfied

Dissatisfied Extremely

Dissatisfied


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WOULD YOU LIKE TO RECOMMEND AIRTEL TO AFRIEND OR RELATIVE

84

16

010

20

30

40

50

6070

80

90

Yes No


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Findings and Conclusion


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FINDING AND CONCLUSION

India is the one of the largest telecom market in the world and one of fastest

growing market also. Indian telcos are netting up around 8 million telecom

subscriber monthly which is second only to China.

India has been divided into 23 telecom circles geographically. Separate

licenses are issued for operating in these circles.

Airtel is the first telecom company, who has launched mobile service in

India. It is the most faithful company in India. The network and service

provided by Airtel is the best in the Indian telecom sector.

Airtel has the largest telecom company in India on the basis of number of

customer with approx. 7.5 crores.

Airtel introduced in Rasthan in 2003. Airtel has 73,16,500 customers in

Rasthan till October, 2009. Airtel has approx 12.5% customers of total

population in Rasthan.


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Major finding from customer satisfaction survey:

Airtel is having largest number of customer in Bangalore.

Connectivity and network coverage by airtel is very good.

Call tariffs are bit high, but customers are satisfied because of service

provide by the company

Clarity of voice of Airtel is very good.

Overall customers of Airtel are very much satisfied.

Customers of airtel would like to recommend a friends or relatives.


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Annexure


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QUESTIONNAIRE ON CUSTOMER SATISFACTION

1. Name : ____________________________________________________

2. Address : ___________________________________________________

___________________________________________________________

___________________________________________________________

3. Age : _____________________

4. Gender : ___________________

5. Phone / Mobile : _____________________________________________

6. E-mail : ____________________________________________________

7. Occupation :

Professionals

Student

Self-employed/Own Company

Other

8. Which mobile services do you use?

Airtel Vodafone BSNLTataIndicom

Reliance SpieceAnyOthers

9. Which type of services do you use?

Prepaid Postpaid

10. How long have you been using these services?


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Less Than 6 Months 6 Months-1 Year

More Than 1 Year

11. What is your monthly expenditure in terms of your mobile usage?

Less Than Rs. 200 Rs. 200 to Rs. 500

Rs. 500 to Rs. 1000 More Than Rs. 1000

12. How do you rate your services provider in terms of connectivity and area of

network coverage?

Good Bad

13. What do you feel about the call tariff linked with the connection you are currently

using?

Very Economical Cheap

Normal Expensive

14. Service provider in terms of clarity of voice.

Very Bad

Bad

Neither Good Nor Bad

Good

Very Good

15. Attitude of sales executive :

Very Bad

Bad


Good


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Very Good

16. Way of communication of our sales executive :

Very Bad

Bad


Good

Very Good

17. How would you rate your level of overall satisfaction :

Extremely Satisfied

SatisfiedNeither Satisfied Nor Dissatisfied

Dissatisfied

Extremely Dissatisfied

18. Would you like to recommend AIRTEL to a friend or relative?

Yes No

Signature:

__________________

Bibliography


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BIBLIOGRAPHY

Books

Kothari C.R., Research methodology and Techniques, New Delhi,

Wishwa prakashan, 1990

Magazines

Business World 7 May 2008, Clash of Titans: Airtel V/S Reliance,

S. Nagrajan, P. Ramamurti, p 36-41

Newspapers

Ashok V. Desai, Are Cartels Back The Economic Times, July 26,

2008, p-14

B. Leeladhar, Bharti: The Next Jump, The Economic Times, June

17, 2008, p-12

Websites

www.airtel.in

iki di

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