MAJOR PROJECT

ON

EMPLOYEES SATISFACTION IN TELECOM

SERVICES: A SPECIAL CASE OF AIRTEL

Project Report submitted to Guru Gobind Singh

Indraprastha university in Partial fulfillment of the
requirements for the
Award Of

BACHELOR OF BUSINESS ADMINISTRATION

(2014 - 2017)

Submitted by: Under the guidance of:

SHUBHAM TYAGI DR. VANDANA

New Delhi Institute of Management

Tughlakabad Institution Area
New Delhi-110080

1
 ACKNOWLEDGEMENT

There is always a sense of gratitude which one expresses to others for the help or
needy service they render during all phases of life . I would like to express my
gratitude towards all those who have been helpful to me in taking this mighty task of
live project to a successful end .

First of all , I consider it a pleasant duty to express my heartfelt appreciation ,

gratitude and indebtedness to my guide DR. VANDANA for keen interest ,
invaluable pain taking and excellent , patience , endurance , encouragement and
thoughtful advice throughout the project work duration .

I am thankful to all family members for their help and suggestions during the course
of my project work . I am thankful to all my friends who gave me constant and
continuous inspiration to complete this project .

NAME : SHUBHAM TYAGI

ROLL NO.: 30750601714

2
 CERTIFICATE

This is to certify that SHUBHAM TYAGI has successfully completed the research
project titled

As the partial fulfillment of the requirement for the award degree of Bachelor of
Business Administration (BBA) by Guru Gobind Singh IndraprasthaUniversity ,
during batch 2015-2018.

To best of my knowledge the report is original and has not been copied or submitted
anywhere else. Its is an independent work done by him.

DR. VANDANA

(Faculty Guide)

3
 TABLE OF CONTENTS

CHAPTER NO. CONTENTS PAGE NO.

CHAPTER 1 Introduction to study 6-9

1.1 Brief overview of study
1.2 Objectives of the study
1.3 Scope & significance of the
study
1.4 Limitation of the study
CHAPTER 2 Research Methodology 10-12
2.1 Universe
2.2 Sample size &sampling
technique
2.3 Data collection
2.4 Presentation tools used
CHAPTER 3 Industry overview 13-17
3.1 Past, Present & future trends
3.2 Major Players and their
respective market share

4
CHAPTER 4 Company profile 18-35
4.1 History
4.2 Vision, Mission & objectives
of the company
4.3 Organizational
structure/Management hierarchy
4.4 Products & services offered
4.5 Marketing strategies for
consumer satisfaction
4.6 Future plans
CHAPTER 5 Theoretical perspective 36-38

CHAPTER 6 Findings & analysis 39-41

CHAPTER 7 Conculsion&recommendations 42-44

7.1 Conclusions
7.2 Suggestions
Annexure Bibliography 45-51

5
 CHAPTER 1

INTRODUCTION

6
1.1 BRIEF OVERVIEW OF THE STUDY

The bigger challenge for the Company, however, is in building a unified global
character embodying the highest standards of corporate governance that Airtel
is so proud of. In the last ten months, we have initiated synchronized action on
multiple fronts – people leadership, brand presence and the business eco-system.
Sunil Bharti Mittal

BhartiAirtel limited is a leading global telecommunications company with operations

in 19 countries across Asia and Africa. The company offers mobile voice & data
services, fixed line, high speed broadband, IPTV, DTH, turnkey telecom solutions for
enterprises and national & international long distance services to carriers. BhartiAirtel
has been ranked among the six best performing technology companies in the world by
business week. BhartiAirtel had 200 million customers across its operations.

Airtel the biggest telecom player in Indian market in terms of subscribers and
revenue. From the days of initiation Airtel maintained an image of better networking,
better consumer service in terms of CRM and a brand of high image which in other
words can be said as Airtel USP. In Odisha market Airtel entered in the year of 2004
December and within three years of time it captured a lion’s share in the market. In
some of the major cities Airtel is a market leader.

After four years of operation in Odisha market Airtel played a game as it reduces the
margin from distributor to retailer because it got the brand loyalty from the
subscribers and succeeded with its PULLING strategy in the market also with some
highly innovative value added schemes. Provides telemedia services (fixed line and
broadband services through DSL) in 87 cities in India. Provides an integrated suite of
Enterprise solutions, in addition to providing long distance connectivity both
Nationally and Internationally.

In particular Bhubaneswar market the Airtel faced a great challenge after the
reduction in margin. Lots of strikes were done against company and many retailers
refused to sale Airtel products and this made Bhubaneswar the toughest market in the

7
Eastern part of the country. It put a challenge in front of the sales team to maximize
the sales. Though Airtel has 32% market share in Bhubaneswar but it still facing
tough challenge from its rivals.

Airtel Subscribers:
1. Total number of subscribers in India 21, 19.19,000 GSM mobile, 32,
96,000Telemedia customers and 5,663,000 Digital TV Services.
2. Airtel has a market share of 35.3% of total 147,346,606 GSM customers.

3. Airtel has 23 circles in India, has agreement all over the country except North East
provision
to the country.
4. Airtel started its operation in Orissa in the year of 2004, 4thDec.
5. Up to the latest report Airtel has a total 22,691,429 subscribers in Orissa.

Airtel in Bhubaneswar:
Population of Bhubaneswar is nearly 904,225and 40% of this total population
uses mobile
phones.
From total mobile subscribers Airtel has a market share of 22%, having highest
market share
in the Bhubaneswar region.
Airtel has setup 55 BTS (towers), showing its quality and reputation of network
coverage.
Over 1620 Retailers (registered up to 6th May 2009) available in this Urban area
and many
more retailers’ sales Airtel vouchers also (these are not registered).
(Those retailers sale Airtelsim are considered to be registered)

1.2 OBJECTIVES OF THE STUDY

1. To understand the awareness of Airtel products among retailers in the market.

2. To create interest as well as find out the potential new retail outlets

8
3. To analyze the retailer’s perception towards Airtel
4. To know the satisfaction level of Retailers towards Airtel products and services.
5. To maximize retail outlets through traditional channel that will increase the sales in
future.
6. To create more numbers of Airtel subscribers

1.3 SCOPE OF THE STUDY

By this study satisfaction as well as attitude towards the Airtel has been found out,
which can be used in strategy formulation in Cuttack, Orissa.
1. Lacking & factor for dissatisfaction has been studied from Retailer point of view
which can betaken care & improved.
2. Getting an opportunity to convince & interact with the Retailers.
3. Creating awareness & finding out potential Retailers for Airtel.

1.4 LIMITATIONS OF THE STUDY

At most attention was taken to eliminate any kind of biasness & misinterpretation in
the study to get optimum result. Even though the following limitations could have
certain degree of impact on the findings.
1. The study was confined to Bhubaneswar, Hindustan agency only which may not
represent the real picture of the entire Cuttack market.
2. Many retailers were not interested in Airtel because of steep competition in the
locality among retailers.

Data collected about satisfaction & awareness level may not represent the real picture
as the sample size covered only 200 retailers.

Type of Research: A descriptive research has been followed for the study
Sampling technique: A cluster sampling has been used for the study.
Sample Size:
1. Survey for Retail outlets: 200
2. Survey for New Subscribers: 862
3. Airtel special scheme promotion:

9
 CHAPTER-2:

Research Methodology

10
2.1 UNIVERSE

In this project use exploratory research design and for data collection fill-up the
questionnaires from the employees of AIRTEL , survey of the market and some
information collect by questionnaire of the users of the AIRTEL COMPANY.

2.2 SAMPLE SIZE

The sample chosen contained 1respondents. This number wasc h o

sen taking into consideration on the time limit and inadeq
u a c y o f manpower for the survey. This population is from Yaragatti

2.3 DATA COLLECTION

Data collection:
Our study used both primary & secondary data.

Secondary Data
I have collected all the details from the FSEs and the team leader of the hindustan
Agency distributor.
Sources of Data
1. Hindustan Agency team leader’s personal data.
2. Territory managers personal report behalf of exploration of business.

Primary Data
Primary data has been collected from the new retail outlets and existing outlets and
new.

Methodology

11
1. Meeting all the retailers (Those who are interested to sale Airtel products).
2. Explaining about the business and how to incur profit and giving them competitors’
feedback
through one to one interaction.
3. Creating interest to become a new Airtel outlet by showing leaflets of different
features.
4. Finding out the retailers through schedule method.
5. Convincing & creating interest through pushing strategy.
6. All the procedures were recorded through proper questionnaires

2.4 PRESENTATION TOOLS USED

Graphical tools such as Bar Graph , Histogram and Pie chart has been used for the
study.

12
 Chapter-3

: INDUSTRY OVERVIEW

13
3.1 PAST, PRESENT AND FUTURE TRENDS

Airtel launched "Hello Tunes", a Caller ring back tone service (CRBT), in July 2004
becoming to the first operator in India to do so. The Airtel theme song, composed by
A.R. Rahman, was the most popular tune on that year.

In May 2008, it emerged that Airtel was exploring the possibility of buying the MTN
Group, a South Africa-based telecommunications company with coverage in 21
countries in Africa and the Middle East. The Financial Times reported that Bharti was
considering offeringUS$45 billion for a 100% stake in MTN, which would be the
largest overseas acquisition ever by an Indian firm. However, both sides emphasise
the tentative nature of the talks, while The Economist magazine noted, "If anything,
Bharti would be marrying up," as MTN has more subscribers, higher revenues and
broader geographic coverage. However, the talks fell apart as MTN Group tried to
reverse the negotiations by making Bharti almost a subsidiary of the new company. In
May 2009, BhartiAirtel again confirmed that it was in talks with MTN and the
companies agreed to discuss the potential transaction exclusively by 31 July 2009.
Talks eventually ended without agreement, some sources stating that this was due to
opposition from the South African government.

In 2009, Bharti negotiated for its strategic partner Alcatel-Lucent to manage the
network infrastructure for the fixed line business. Later, BhartiAirtel awarded the
three-year contract to Alcatel-Lucent for setting up an Internet Protocol access
network across the country. This would help consumers access internet at faster speed
and high quality internet browsing on mobile handsets.[19]

In 2009, Airtel launched its first international mobile network in Sri Lanka. [20] In June
2010, Bhartil acquired the African business of Zain Telecom for $10.7 billion making
it the largest ever acquisition by an Indian telecom firm.[21] In 2012, Bharti tied up
with Wal-Mart, the US retail giant, to start a number of retail stores across India.[22] In
2014, Bharti planned to acquire Loop Mobile for ₹7 billion (US$100 million), but the
deal was called off later.[23]

14
BhartiAirtel Limited ("Airtel"), the world's third largest mobile operator with
operations in 20 countries across Asia and Africa, today said that its Treasury division
has been adjudged as a highly commended winner of the Top Treasury Team (Asia)
Awards at the Adam Smith Asia Awards 2015.[24]

Corporate structure[edit]

Airtel has two distinct Customer Business Units (CBU) with focus on B2C (Business
to Customer) and B2B (Business to Business) segments. Airtel's B2C business unit
deals with servicing the retail consumers, homes and small offices providing mobile,
fixed line, DTH and m-commerce services while the B2B unit deals with large
corporate accounts.

Worldwide presence[edit]

Coverage map of BhartiAirtel across 20 countries

Airtel is the one of the largest mobile operator in the world in terms of subscriber base
and has a commercial presence in 20 countries and the Channel Islands,Baysquare
Technology developed a Settlement and Reconciliation Tool (SRT) to reconcile from
various data streams. The system was developed to match the calls being captured by
the network elements and the calls getting rated, i.e. ensuring that operator is billing
all calls its serves and also it is paying out to other operators the correct billing
amounts.

Its area of operations include:

 The Indian Subcontinent:

 Airtel India, in India

15
  Airtel Sri Lanka, in Sri Lanka
 Airtel Bangladesh, in Bangladesh
 Airtel Africa, which operates in 17 African countries:
 Burkina Faso, Chad, Democratic Republic of the Congo, Republic of the
Congo, Gabon, Ghana, Kenya, Madagascar, Malawi, Niger, Nigeria, Rwanda,
Seychelles, Sierra Leone, Tanzania, Uganda and Zambia.
 The British Crown Dependency islands of Jersey and Guernsey, under the brand
name Airtel-Vodafone, through an agreement with Vodafone.

Sponsorship

On 9 May 2009 Airtel signed a major deal with Manchester United. As a result of the
deal, Airtel gets the rights to broadcast the matches played by the team to its
customers.

BhartiAirtel signed a five-year deal with ESPN Star Sports to become the title sponsor
of the Champions League Twenty20 cricket tournament. But now the deal is
terminated and Karbonn Mobiles is sponsoring Champions League Twenty20 cricket.

Airtel, also signed a deal to be title sponsor the inaugural Formula One Indian Grand
Prix during the 2011 season.

16
3.2MAJOR PLAYERS OF AIRTEL

Competitors ForBhartiAirtel Ltd.

Company Current Price Book Value P/E Ratio Market Cap

(Rs. Cr.)

Tata Teleservices
6.30 -17.73 0.00 1,231.60
(Maharashtra) Ltd.

HFCL Infotel Ltd. 3.03 -27.70 0.00 185.51

Tata Communications Ltd. 642.35 291.89 161.72 18,306.97

OnMobile Global Ltd. 121.60 66.48 221.08 1,267.87

Nettlinx Ltd. 147.50 15.28 138.08 169.08

Idea Cellular Ltd. 72.65 67.47 10.00 26,161.49

Reliance Communications
46.70 129.77 0.00 11,623.54
Ltd.

Mahanagar Telephone
19.60 0.20 0.00 1,234.80
Nigam Ltd.

17
 CHAPTER-4:

COMPANY PROFILE

18
4.1 HISTORY

BhartiAirtel
Type: Public, Listed on BSE and NSE
Founded: 1985
Headquarters: New Delhi, India
Key people: Sunil Bharti Mittal (Chairman and CEO)
Industry: Telecommunication
Products: Mobile Network, Wireless, Landline, Broadband, Satellite Television
Revenue: $13,319 Billion
Profit: $ 3,983billion (2010)
Total assets: $15.527 billion (2010)
Total equity: $9.491 billion (2010)
Employees: 24,501 (December 2010)
Parent: Bharti Enterprises (63.45%)
SingTel (32.15%)
Vodafone (4.4%)
Website: www.airtel.in

BhartiAirtel Limited commonly known as Airtel, is an Indian telecommunications

company that operates in 19 countries across South Asia, Africa and the Channel
Islands. It operates a GSM network in all countries, providing 2G or 3G services
depending upon the country of operation. Airtel is the fifth largest telecom operator in
the world with over 207.8 million subscribers across 19 countries at the end of 2010.
It is the largest cellular service provider in India, with over 164.61 million subscribers
at the end of 2011 April. Airtel is the 3rd largest in-country mobile operator by
subscriber base, behind China Mobile and China Unicom.

19
Bharti is the “total telecom provider” for India’s large enterprises. It harnesses the
power of alliances to combine with ownership of media and technologies to create
business-enabling end-to-end solutions. Bharti work closely with their enterprise
customers to uniquely address all their strategic connectivity needs, by using a mix
application of technologies. The entire organization is tailored to bring focus to our
customers’ need through a unique multi-dimensional structure; Airtel’ philosophy is
“Value Creation” for the customers. Therefore it creates solutions that are flexible,
scalable, robust Business process management system which helps in monitoring of
output performance of processes in the form of Non Financial Parameters which are
reviewed at different levels i.e. Location, Regional, Functional, National and crop
office level.

Continuous process improvement happens within the organization based on Voice of

customers using six sigma methodology and knowledge management. The
organization has been in six sigma champions, black belt, green belts, and yellow
belts. All AES employees are trained in the strategy, statistical tools and techniques of
Six Sigma quality.

Business Strategy
“To capitalize on the growth opportunities that the company believes are available in
the Indian telecommunication market and consolidate its position to be the leading
integrated telecommunication services provider in the key market in the India, with a
focus on providing mobile services”.

Awards and recognition

BhartiAirtel has received recognition for its innovative practices across the world,
some are as
Follows:

 3rd Largest Wireless Operator In The World, Largest Private Integrated

Telecom Company In India, Largest Wireless Operator In India, Largest
Private Fixed Line Operator In India, Largest Telecom Company Listed On
Indian Stock Exchanges.

20
  Sunil Bharti Mittal, - GSM Association Chairman’s Award 2008, Padma
Bhushan Awards In 2007.
 airtel ranked second in the Economic Times-Brand Equity Most Trusted
Brand Survey 2009.
 Bhartiairtel ranked India’s second most valuable company, by Business Today
in 2009.
 Bhartiairtel listed in Forbes Asia’s Fabulous 50 companies, 2009 on number
sixth position.
 Bhartiairtel was recognized as the ‘Service Provider of the Year’ and
‘Wireless Service Provider of the Year’ at the Frost & Sullivan Asia Pacific
ICT Awards 2009.
 Bhartiairtel has received the prestigious Business world-FICCI-SEDF
Corporate Social Responsibility Award 2009-2010. The FICCI Socio
Economic Development Foundation (FICCI-SEDF) and Business world CSR
award was instituted in 1999 to recognize exemplary responsible business
practices by the Indian industry
 airtel has won the ‘Most Preferred Cellular Service Provider Brand’ award at
the CNBC Awaaz Consumer Awards in Mumbai. This is 6th year in a row that
airtel has won the award in this category.(10-11)
 Economic Times Telecom Awards 2011
- Innovative Product Value Added Service
- Customer Experience Enhancement
 NDTV Profit Business Leadership Awards 2010-11
- Top Telecom Company

4.2 VISION OF THE COMPANY

“Airtel will be the most loved brand, enriching the lives of millions”
By 2015,airtel will be the most loved brand, enriching the lives of millions.
Loved by more customers
Targeted by top talent
Benchmarked by more business

21
Airtel Mission

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

" Enriching lives means putting the customer at the heart of everything we do. We
will meet their needs based on our deep understanding of their ambitions, wherever
they are. By having this focus we will enrich our own lives and those of our other key
stakeholders. Only then will we be thought of as exciting, innovation, on their side
and a truly world class company."

4.3 ORGANIZATIONAL STRUCTURE

Revenue
Revenue (Rs millions)

594,672

418,472
373,521
270,122
184,202
116,641

2005-06 2006-07 2007-08 2008-09 2009-10 2010-11

Bhartiairtel limited - Organization structure (India and South Asia)

22
MD & CEO
(India and South asia)
GopalVittal

DIRECTOR
CONSUMER BUSINESS
SrinivasanGopalan

DIRECTOR & CEO, GLOBAL

VOICE & DATA BUSINESS
Ajay Chitkara

GLOBAL CHRO
B. Srikanth

DIRECTOR-
GLOBAL SUPPLY CHAIN
MotiGyamlani

DIRECTOR, MARKET
OPERATIONS
AjaiPuri

DIRECTOR & HEAD – STRATEGIC VENTURES

Manish Prakash

CTO
AbhaySavargaonkar

GLOBAL CFO
Nilanjan Roy

DIRECTOR
CUSTOMER EXPERIENCE
SarangKanadeCEO- DTH

DIRECTOR LEGAL
Sameer Chugh

GLOBAL CIO

23
Harmeen Mehta

CHIEF REGULATORY
OFFICER
Ravi Gandhi

CEO – AIRTEL PAYMENTS

BANK
ShashiArora

DIRECTOR & CEO -

AIRTEL BUSINESS
Ashok Ganapathy

4.4 PRODUCTS AND SERVICES OFFERED

SIM (Security Identification Module)

The base product of company, required for new subscriber. Now Airtel provides
this sim with
64kb memory.
The cost of sim to company is Rs 40/- with life time option. The sim is provided
to the company at free of cost which the retailer can sale at maximum Rs 100/- .

LAPU:
A SIM is provided to retailers from the company at free of cost for providing easy
recharge service. Only regular retailers have this facility. This SIM has a memory of
128kb and specially designed for easy recharge purpose. A retailer has minimum 5
easy recharge customers per month, failuring this target the SIM will be automatically
deactivated. This SIM has also Rs 300 talk time free Airtel to Airtel.
PRIMARY (The products those are supplied to the distributor from the company
is said to be
Primary)
SECONDARY (The products supplied to the Retailers from the Distributors
through FSEs is
said to be Secondary)

24
 TERTIARY (Here the Retailer sold the products to the customers) Recharge
voucher:
In every 1000 rupees of easy recharge the retailer must have to keep 33% of paper
vouchers
where the distributor has to keep 35%.
Recharge vouchers are available at different costs from Rs 10/- on words and easy
recharges
are available from Rs 30/- on words.
Paper voucher is maximum available up to Rs 120/- where easy recharge is
available up to
RS 10,000/-.

SIM activation procedure:

(During training I had informed and demonstrated this procedure to the new outlets)
SIM is provided by the company to the distributor and the distributors’ supplies the
sim as per individual Retailers demand. The sim initially is not activated, after any
subscriber bought this sim then the retailer uses a special procedure through its LAPU
sim to activate that sim. But during recent scenario maximum retailers are supplying
activated sims to the retailers that the new subscriber can easily use the new sim
without any delay in the service.
To activate the sim following procedure is followed

4.5 MARKETING STRATEGIES

Our vision is to enrich the lives of our customers. Our obsession is to win
VISION
customers for life through exceptional experience.

OBJECTIVES Grow market share profitably. Accelerate non-mobile businesses.

25
VALUES Alive. Inclusive. Respectful.

How We Will Win:

1  Grow share of new smartphones and 4G devices

Win through go-
to-market  Accelerate data penetration via intuitive pricing and
excellence innovation
 Build India’s no. 1 Payments Bank through a “frugal and
digital” model
2 Win with a Eliminate customer frustration through quality obsession
Brilliant  Improve customer advocacy through granular planning
Network and communication
Experience  Drive down unit cost per MB through leveraging multiple
technologies
3 Win  Grow 3G/4G data by encouraging consumption, bundling
with
valuable and upgradation
customers  Grow postpaid through propositions, store experience and
B2B drive
 Accelerate B2B through improved experience
 Scale homes through high-speed broadband, low-cost
access and bundling
 Win DTH through disproportionate share of digitization
and innovation

26
4  Drive down cost
Win with a war
on waste  Lower costs and maximise sharing
 Cut waste by network re-design
5 Win with people High-performance culture
 Grow talent through strong learning, mentoring and
succession planning

4.6FUTURE PLANS

"BhartiAirtel announces Rs. 60,000 crore investment on a comprehensive

network transformation program – “Project Leap”

• The investment comes on the back of the largest CAPEX deployment by the
company in 2015-16
• To deliver a world-class voice and data experience for customers in India
• To modernize both its mobile and home broadband network

New Delhi, November 30, 2015: BhartiAirtel Limited (“Airtel”), India’s no. 1
operator and the third largest mobile services provider globally with operations in 20
countries across Asia and Africa, today announced the launch of a massive network
transformation program – “Project Leap”. Aimed at perceptibly improving network
quality and delivering the best customer experience, this strategic project will see
an investment of Rs. 60,000 crore in the next 3 years.

This investment of Rs.60, 000 crores is over and above the Rs. 1, 60,000 croresAirtel
has already invested in its active and passive network, spectrum, fiber, submarine
cables and systems till date. This ambitious program makes the Airtel investment one
of the largest by a private sector company in India.

The comprehensive ten point program under “Project Leap” will enable Airtel to take

27
a decisive lead in delivering a differentiated customer experience.

1. The largest deployment of network infrastructure in the history of

India. Airtel will deploy over 70,000 base stations in FY 15-16
making it the largest deployment in a single year since its inception.
By March 2016 over 60 percent of Airtel’s network will be mobile
broadband enabled. In three years, Airtel will deploy over 160,000
base stations, effectively doubling its presence from what it has today
on the ground.


2. Broadband for all in India. Airtel will expand its mobile broadband coverage to
all towns and over 250,000 villages by March 2016. In three years Airtel plans to
offer mobile broadband to over 500,000 villages in the country.

3. World class indoor experience in every city. Airtel will deploy a range of
solutions including small cells, carrier aggregation solutions, wi-fi and the use of
multiple technologies across different spectrum bands. This will enable the company
to provide state of the art coverage on both voice and data services inside buildings
across cities. Over a period of three years, Airtel plans to deploy over 1, 00,000
solutions through a combination of wi-fi hotspots, small cells and indoor solutions.

4. A powerful future ready internet backbone to serve the growing demand of data
services in India. Airtel will cumulatively deploy more than 550,000 Kms of domestic
& international fiber in order to drive down latency, improve customer experience and
serve the growing demand of data services for years to come.

5. Massive modernization of existing networks. Airtel will swap its legacy

networks and base stations over a three year period and replace them with smaller,
more compact and efficient technologies that will significantly improve customer
experience. All these modern base stations will use a single radio access network to

28
manage multiple spectrum bands.

6. Future proof home broadband network. Airtel will modernize its over 3 million
strong home broadband network by upgrading its Copper assets through new age
Vectoring Technology. This technology will enable Airtel to offer 50 Mbps speeds
from its current 16 Mbps by 2016. In addition Airtel plans to deploy Fiber to the
home and offer upto 100 Mbps speeds.

7. Connecting every small business in India. Airtel will use its extensive domestic
infrastructure to deploy a range of solutions that include fiber to the building as well
as Internet Wireless Access Network (IWAN). As part of this program, Airtel plans to
provide seamless connectivity to the millions of small and medium enterprises.

8. World class service operations centre. Airtel will invest in a broad range of tools
that includes SON (Self Optimising Networks for automatic network optimization),
Geo spatial network tools for targeted network planning, capacity enhancements,
CEM (Customer experience management) as well as software defined networks that
will dramatically improve customer experience.

29
Employees satisfaction in airtel
company

WHAT IS EMPLOYEES SATISFACTION?

Employee satisfaction is considered as a key driver of employee retention and

employee satisfaction.Satisfied

employees are a prerequisite for increased productivity ,quality work and customer
service.Some people like to work and they find working an important part of their
lives. And on the other hand some people find work unpleasant and work only
because they have to.Job satisfaction tells how much people like their jobs. Job
satisfaction is the most studied field of organizational behavior.Companies typically
measure employee satisfaction with an annual survey, or a rolling survey in which a
specified percentage of randomly chosen employees is surveyed each month. For
managers, to have a happy enthusiastic workforce will help him in achieving
individual and organizations performance. But manager’s job is not only to hire best
candidates but also retain them. Most certainly one cannot retain all the best
employees but can definitely reduce loss. Reducing employee turnover is most
important for organizations and to maintain an ideal staff takes a lot of efforts and
resources of the organization and if that is lost it hampers organizations success.
Therefore, every organization must treat their employees as ends and not means to
ends because they add value to the organization

30
Objectives

To measure the satisfaction level of the employees.

To study the employees perception towards organization.
To study the attitude of the employees towards their work.
To identify the factors that motivates the employees.
To study best practices and methods to enhance commitment and employee
retention.

31
SALARIES TO AIRTEL EMPLOYEES

Assistant Manager
30 salaries
₹10,62,254per year
₹580k
₹1.81M
Manager
24 salaries
₹12,50,194per year
₹232k
₹1.97M
Senior Manager
17 salaries
₹23,75,344per year
₹1.8M
₹3.04M

32
SOME EMPLOYEES REVIEWS ON AIRTEL COMPANY

"Best company to work"

StarStarSta rSta rStar

Current Employee - Manager in Gurgaon, Haryana

Recommends
Positive Outlook
Approves of CEO

Pros

Best work culture, transparent,encourage innovation, a dream company to work

Cons

Everything is good in this company.management is very good and supportive.

Advice to Management

Management is good

33
 Employee Benefit Reviews

 Maternity & Paternity Leave

“Company gave 35 weeks maternity and 4 weeks paternity paid leaves to employee.”

 Employee Discount

“employee got discount all most everywhere.”

 Health Care & Insurance

“Insurance plans are good at Airtel”

company gave very good perks and benefits to employee. everywhere company provided good
support.

Good place to work and good environment

Diwali bonus is the best thing, apart from that there is nothing to mention here

Helpful

It is good for telecommunication industry.

working culture is good...and supportive all seniors.salary and perks r amazing

StarStarStarStarStarCurrent Employee in Hyderābād, Andhra Pradesh

Complete benefits on your mobile, broadband, DTH bills.

StarStarStarStarStarCurrent Employee in Bangalore, Karnataka

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time off is worst here .....rest all is ok.....

StarStarStarStarStarCurrent Employee in Mumbai, Maharashtra

Car hire, cla (for candidates hired from outside mumbai) , mobile, dth and broadband

StarStarStarStarStarFormer Manager in Gurgaon, Haryana

Additonal perks related to phones, DTH etc are good. Insurance is also good. No Transport
facility and transport provided by company to their employees is a great pain.

StarStarStarStarStarCurrent Senior Manager IT in Bangalore, Karnataka

Good compensation with HR Benifits

35
 CHAPTER-5

THEORETICAL PERSPECTIVE

36
EMPLOYEE’S SATISFACTION:

For HRD professionals, there are a multitude of psychological, economic, and systems theories
that may serve as underpinnings for the current literature review. However, for the current study
only three—Personal Engagement Theory (Kahn, 1990), Herzberg’s Two Factor Theory of Job
Satisfaction (2003), and Equity Theory (Cook & Parcel, 1975)—were particularly useful in
explaining the relationships of interest.

Kahn’s personal engagement theoretical framework was helpful in better understanding the
concept of employee engagement. According to Kahn’s (1990) personal engagement theoretical
framework, people express themselves physically, cognitively, and emotionally in the roles they
occupy; people are more excited and content with their roles when they draw on themselves to
perform their roles; and people vary in their levels of attachment to their roles. Furthermore,
Kahn suggested that people vary their levels of personal engagement according to the
meaningfulness of a situation (or perceived benefits), the perceived safety of a situation, and
their availability based on resources they perceive they have. Conversely, an individual can
become disengaged and defend the self (or protect himself or herself) by withdrawing and hiding
his or her true identity, ideas, and feelings.

Herzberg’s Two Factor Theory of Job Satisfaction is useful in explaining relationships

involving job satisfaction in the current literature review. Herzberg’s Two Factor Theory states
that the level of satisfaction a person has with a job is driven by two factors—motivators (which
encourage performance and provide satisfaction, such as achievement and recognition) and
hygiene (which do not satisfy the employee but the absence of which leads to dissatisfaction,
such as policy, supervision, and salary) (2003). Herzberg suggested that job satisfaction and job
dissatisfaction are not opposites: the opposite of job satisfaction is no job satisfaction, and the
opposite of job dissatisfaction is no job dissatisfaction.

Equity theory was particularly useful in understanding the process individuals pass through when
contemplating turnover. According to the exchange model of equity theory, when two people
create an exchange, the individuals may consider the exchange equitable if inputs are perceived

37
equitable to outcomes; however, inequity is achieved when inputs are perceived inequitable to
outcomes for either party (Adams, 1963; Cook &Parcel, 1975). Adams (in Pritchard, 1969)
reported that a person can reduce inequity between his and another’s inputs and outcomes by
cognitively reducing inputs and outcomes, persuading the other person to change his inputs or
outcomes, change his own inputs or outcomes, change his comparison person, or leave.

38
 CHAPTER-6

FINDINGS AND ANALYSIS

39
6.1 GENERAL FINDING

It shows that 64% of the employees belong to the male category and 36 % of the employees
belong to the female category.

It shows that 52% of the employees belong to 18-25 age group category following 30 % of
the employees have attained the age of 26-35 Years, 14 % belong to the age group of 36-45
Years and 2% of the employees belong to the category of 46-55 and 56 or above

It shows experience of employees i.e., 30%of the employees is below 1 year, 40 % of the
employees are between 1-3 Years, 16% of the employees are between 4-6 Years, and the rest
fall in the category of 7-9 Years and 10-12 Years.

It shows income level of the employees, i.e. 18% of employees is in less than 5000, 56% of
employees are in 5001-10000; only 6% belong to the category of above 20001.

It shows that the employees are satisfied by the benefits like employee leave
benefits, salary andcompensation and by long term care Insurance the most

It shows that the employees agree to foster an environment where diverse individuals can
work together effectively and that they focus on providing excellent customer service .

It shows that the employees agree that they are satisfied by the way co-workers and
supervisors communicate with them.

It shows that employees agree to the point that they have received all the training they need
to effectively carry out their job , the most along with that their appraisal helps them to plan
future and they are provided with all the tools and equipments to do their job

40
It shows that employees agree to the point that they can go to their supervisor if they have
any problem followed by their problems are resolved effectively and they meet regularly to
discuss important issues

It shows that the performance measure are evaluated on quarterly basis and 25 employees
agree to this followed by their performance is reviewed regularly

It shows that most of the employees agree to this that concern is shown for their health and
safety at work followed by their job is fulfilling, their organization meets their expectations
and there is good cooperation between the members of their team

41
 CHAPTER-7
CONCLUSION & RECOMMENDATION

42
7.1 CONCLUSION

Airtel facing a steep competition in Cuttack Market. It is that Cuttack is the toughest market in
the Eastern Part of the country. It is difficult to maximize the sale as maximum consumers are
local business men and they prefer more talk time in their usual tariff.

Airtel has a good reputation as a telecom brand in Cuttack.

People prefer Airtel in Cuttack because of its network coverage all over the state including

rural
areas.

.Only high tariff cost matters in sales maximization.

Competitors selling strategy becoming a biggest problem for sales maximization.

Retailer benefit schemes as they achieve the target can push more subscribers and

maximize
sales.

Retailer margin is not a problem for Airtel in Cuttack.

Some retailers bringing in the Vouchers and easy from rural area to Cuttack region to get

more
margins comparatively to urban areas.

Retailers are unhappy with Airtel’s advertisement offers because the company is not

providing
them the Electronic Boards in time (for new outlets), banners etc. . . . Where others (new
entrants) are doing it. So, the other entrants are capable of pushing their sales.

43
7.2 SUGGESTIONS

There are following suggestions for marketing strategies for Airtel-

1. BhartiAirtel needed to maximize its future flexibility and growth potential by adoptinga
business-driven framework for integration, allowing it to implement and deliver newservices
rapidly. With competition intensifying in the Indian telecom services market,
BhartiAirtel needed to find a way to focus on developing new services that could set it
apart from the competition and strengthen its customer relationships.
2. Improved cross-selling and targeting and a more seamless, efficient total customer
experience through end-to-end integration of customer-facing processes.
3. Optimization of business processes and infrastructure, through flexible, standardized
integration framework, is needed.
4. Outsourcing of technology will provide BhartiAirtel to focus resources on growing the
business.
Flexible pricing model will enable BhartiAirtel to avoid major increases in capital expenditures

44
ANNEXURE

45
SAMPLE QUESTIONNAIRE

Q1. From how many years have you been working with XYZ Company?

a. 0-3 Years 
b. 3-5 Years 
c. 5 to 7 Years 
d. More than 7 Years 

Q2. How is the working Environment?

a. Participative 
b. Autonomy 
c. Whimsical 
d. Red Tapism

Q3. Your work is according to your qualification and skills.

a. Strongly Agree 
b. Agree 
c. Neutral 
d. Disagree 
e. Strongly Disagree 

46
Q4. Employees are satisfied with the top Management.

a. Strongly Agree 
b. Agree 
c. Neutral 
d. Disagree 
e. Strongly Disagree 

Q5. Working hours at XYZ Company is satisfactory.

a. Strongly Agree 
b. Agree 
c. Neutral 
d. Disagree 
e. Strongly Disagree 

Q6. “Employees in the organization have necessary authority to perform their duties effectively”.

a. Strongly Agree 
b. Agree 
c. Neutral 
d. Disagree 
e. Strongly Disagree 

47
Q7. “Organization organizes counseling programs for the employees regularly”.

a. Strongly Agree 
b. Agree 
c. Neutral 
d. Disagree 
e. Strongly Disagree 

Q8. “Employees in XYZ Company share experience to help each other”.

a. Strongly Agree 
b. Agree 
c. Neutral 
d. Disagree 
e. Strongly Disagree 

Q9. “Employees get Appreciation and rewards if the desired work / targets are accomplished”.

a.StronglyAgree 
b.Agree 
c.Neutral 
d.Disagree 
e Strongly Disagree 

48
Q10. “Company has good career prospect for its employees”.
a.StronglyAgree
b.Agree
c. Neutral

d.Disagree
e. Strongly Disagree

Q11. “Physical working condition in the Company is satisfactory”.

a.StronglyAgree
b.Agree
c.Neutral
d.Disagree
e. Strongly Disagree

Q12. “Top management involves employees in the management decisions”.

a.StronglyAgree
b.Agree
c.Neutral
d.Disagree
e. Strongly Disagree

Q13. “Welfare facilities provided to the employees by the organization are satisfactory”.
a.StronglyAgree
b.Agree
c.Neutral
d.Disagree
e. Strongly Disagree

49
Q14. Which of the following factors which motivates you most ?

a.SalaryIncrease
b.Promotion
c.Leave
d.Motivationaltalks
e. Recognition

Q15. Your company recognize and acknowledge your work.

a.StronglyAgree
b.Agree
c.Neutral
d.Disagree
e. Strongly Disagree

Q16. Company provides satisfactory Salary according to the Work.

a.StronglyAgree
b.Agree
c.Neutral
d.Disagree
e. Strongly Disagree

50
Q17. Rate your Overall Satisfaction with your Job ?
a.HighlySatisfied
b.Satisfied
c.Average

Bibliography

Books
1. Havalder K.K. and Vasant M.C. (2007), “Sales and Distribution Management”, Tata McGraw
Hill, New Delhi.
2. Philip Kotler and Kevin Lane Keller (12e), Marketing Management, Pearson.
3.Mamoria, C.B and Gankar, S.V (2002) “Personnel Management”
Published by Himalaya Publishing House.
4.Virmani, B.R. And Seth Premila (1985) “Evaluating Management Training and
Development” Published By Vision Book Pvt Ltd.
5.Kulkarni M.V, Marketing Research (IV Edition), Everest Publication House, New
Delhi, 2003.

51