Sapna Agarwal 08-702 Vinay Agnani 08-704 Vaibhav Alone 08-705 Tejashree Bole 08-712 Smita Bommera 08-713 Promod Kamble 08-730 Nupur Khanna 08-733 Sanjukta Mukherjee 08-740 Reemis Rodrigues 08-749 Neha Vyas 08-757

ABOUT THE COMPANY India’s largest GSM mobile operator. Category of the company Public, Listed on BSE Founded 1985 Headquarters New Delhi-India Key people Sunil Mittal Industry Telecom Revenues Rs37500 cr Website www.bhartiairtel.com

BUSINESS UNITS Bharti Airtel Mobile Services Telemedia Telephone services Broadband, IPTV, Enterprise Digital Tv

Products Prepaid mobile phone! Postpaid Mobile Phone! Easy Billing · Easy Payment Options. Anytime, Anywhere. · Credit Limit · Strong Network Coverage · Long Distance Calling Facility · Widest Roaming (National and International) · GPRS – Roaming Total cost control Pre Activated STD/ISD Strong Network Coverage

Fixed Wireless Phone Easy to Use Instant Connection Great Add-on Services with features of a mobile phone Broadband internet & internet Switch today to Airtel Broadband! Power Surfing Surf while you talk!

PRICING STRATEGY .Varied call charges based on the time when the call was made E.g. – users were charged Re. 1 for the first min and 0.50p every min for outgoing calls in the time slot of The rates were lowered at nights to Rs. 0.40 and Rs.0.60 respectively. Life time validity card for Rs.99 only Launched special offers –sms packs, STD pack etc. Low roaming tariffs. Free GPRS services for there pre-paid and post paid customers.

PEOPLE Total Employees 25,616( Bharti Airtel consolidated) . High employees attrition rate. 118.86 million mobile customers (Dec 09)

PLACE It has wide and extensive presence even in the remotest areas of India and Sri lanka Airtel Customer Care Touch Points Distributors E.g. Paan shops, grocery stores, chemists, mobile phone outlets, etc. 23-telecom circles of India

PLACE

PROMOTION Official IPL Sponsors TV Ads Show sponsors Danglers outside retail outlets (pan wala’s) Hoardings Delhi half marathon Tie up with social networking sites & retail stores. Online ads. Different strategy of advertising ( Pan wala’s and taxi drivers with mobiles)

PROCESS Min service std’s laid down by TRAI have to be adhered to. 4 hrs 4 activation & 72 hrs for doc verification Depending on Severity of problem, feedback call may or may not be given. 121 toll free no for any service or query Customer complaints to be resolved within 72 hrs maximum if not extn must be asked for Services mostly outsourced (Symbiotic)

SERVICE BENCHMARKS

PROCESS

PHYSICAL ENVIRONMENT

GAP MODEL Gap 1 – Customer Expectation & Company Perceptions of Customer Expectaion Lack of communication between Dept. Focus on new customer Gap 2 - Customer – Driven Service Design & Std. & Company’s Perception of Consumer Expectation All services & process of Airtel are outsourced No proper system to develop a new service are

Gap 3 – Customer – driven service Design & Std. & service deliver Increasing customer base POI Gap 4 - service deliver & External Communication to customer

Closing of Gaps Relationship marketing Employee mgmt.