vishal gsm mobile
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ACKNOWLEDGEMENT
I express my sincere thanks to my faculty guide Mr. Ankit Nanda
for her guidance, valuable suggestions, co-operation and motivating commandments
which acted as a source of light during the making of this project.
Am extremely indebted to Mr. Neeraj Kumar, Territory Manager at
Gopalgang and Akhilesh Kumar, HR Manager (Dehradun), of Bharti Airtel Ltd. for
giving me an opportunity to take up this project. I would like to thank them for there
continuous support. There knowledge sharing attitude helped me in a great way in
this endeavor.
With immense gratitude, I acknowledge all those whose guidance and
encouragement served as a beacon light and crowned my efforts with success. I
would like to dedicate this report
VIMAL CHANDRA VERMA
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TABLE OF CONTENTS
S.NO
.
CONTENTS PAGE NO.
1. Acknowledgement 2
2. Executive Summary 4
3. History 5
4. Company Profile 21
5. Objective of the study 34
6. Research Methodology 35
7. Data analysis & interpretation 38
8. Telephone survise from airtel 45
9. Limitations 57
10. Recommendations 58
11. Conclusion 59
12. Bibliography 60
14. Questionnaire 61
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EXECUTIVE SUMMARY
Telecom industry has grown up very fastly all over the world with the rapid changes
in Technology & Service market. They had become the necessity of todays people.
In India only there are around 10 Telecom services providers.
Airtel is the longest GSM mobile service provider in India having a reach in more
than 23 telecom circles. Airtel was established in the year 1995 and within a small
time period of 11 years it has achieved a great success. It provides Broadband (DSL)
and Telephone services in 15 Telecom circles in India. It provides the quality product
at very competitive price. Airtel believes in providing what customers want. They had
a wide variety of plans in GSM as well as in Broadband and telephone services.
This project aims to provide the whole information about the features & benefits of
Airtels products & services. It compares its various plans with other telecom service
providers. Airtel works on the policy of providing maximum satisfaction to its
customers by providing effective and efficient services.
The brand name AIRTEL itself has become the sign of prestige & quality. An
analysis has been drawn from the whole study of the products & by observing
peoples minds through customer interaction & various other resources.
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HISTORY OF AIRTEL
Sunil Bharti Mittal
The founder Chairman of Bharti Enterprises
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AN OVERVIEW
BHARTI AIRTEL LIMITED
The company is a part of Bharti Enterprises, and is India's leading provider of
telecommunications services. The businesses at Bharti Airtel have been structured
into three individual strategic business units (SBUs) - mobile services, broadband &
telephone services (B&T) & enterprise services. The mobile services group provides
GSM mobile services across India in 23 telecom circles, while the B&T business
group provides broadband & telephone services in 90 cities. The Enterprise services
group has two sub-units - carriers (long distance services) and services to corporate.
All these services are provided under the Airtel brand.
BUSINESS LINES
Mobile Services
Broadband and Telephone Services
Long Distance Services
Enterprise Services
BUILDING TELECOM... BUILDING RELATIONSHIPS
Bharti Airtel Limited, a part of Bharti Enterprises ,is India's leading provider of
telecommunications services. The businesses at Bharti Airtel have been structured
into two main strategic business groups - the Mobility Leaders business group and the
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http://www.bharti.com/http://www.airtelworld.com/indexin.jsphttp://airtel-broadband.com/http://airteltelephone.com/index.jsphttp://airtellongdistance.com/longdistance/default.htmhttp://www.airtelenterprise.com/http://www.bharti.com/http://www.bharti.com/http://www.airtelworld.com/indexin.jsphttp://airtel-broadband.com/http://airteltelephone.com/index.jsphttp://airtellongdistance.com/longdistance/default.htmhttp://www.airtelenterprise.com/http://www.bharti.com/ -
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Infotel Leaders business group. The Mobility business group provides GSM mobile
services across India in twenty three telecom circles, while the Infotel business group
provides broadband & telephone services, long distance services and enterprise
services. All these services are provided under the Airtel brand.
BHARTIS BUSINESS FOCUS
Vision
THINK FRESH AND DELIVER MORE TO OUR CUSTOMERS BY:-
Ensuring a consistently Delightful Brand Experience at every Touch Point
Aligning internal as well as customers Facing process
Harnessing it for both Customer and Internal Benefit
Leading Industry Innovation through user friendly products and services
Extending our network while ensuring a World Class customer experience
Building a Best-In-Class Leadership Team That Nurtures talent at every level
Creating benefit through Economics Of Scale
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MARKET PLACE
The unprecedented growth in the mobile market is, perhaps, the most vivid facet of
India's economic transformation since the mid 1990s. Mobile technology and services
came to India less than a decade ago. In the early days, a mobile was seen to be a
fashion statement for the rich. Today, it is accepted as a basic communication
medium for all socio-economic segments. As the pioneer and frontrunner, Airtel has
been instrumental in leading and ushering in the mobile revolution in India. The
Indian mobile market is, today, amongst the fastest growing and the most competitive
in the world. There were 34.6 million mobile phone subscribers in the country as of
April 2004 (Source: Cellular Operators' Association of India and Association of Basic
Telecom Operators). With approximately seven million subscribers, Airtel commands
nearly 20% share of the market - making it the number one brand in the country.
Airtel's world class service and innovative products have enabled it to establish this
position of leadership.
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TECHNOLOGY
GSM (Global System for Mobile) Communications: A standard for
digital cellular communications adopted by over 60 countries. The GSM standard is
currently used in the 900 MHz and 1800 MHz bands. GSM is the pan-European
standard for digital cellular telephone service GSM networks will be built as
alternative to current AMPS systems and in the future and will support enhanced data
applications. GSM was designed for European markets to provide the advantage of
automatic, international roaming in multiple countries. The SIM (Subscriber
Identification Module) card is a vital component in GSM operation. The user can
store all relevant data for the phone on a removable plastic card. The card can be
plugged into any GSM compatible phone and the phone is instantly personalized to
the user.
CDMA (Code Division Multiple Access) :- It is one of the several digital wireless
transmission methods in which signals are encoded using a pseudo random
sequence which corresponds to a different communication channel that the receiver
also knows and can use to decode the received signal. CDMA is one of the several
spread spectrum techniques CDMA offers improvements over analogue
transmission in the areas of reduced call droppings battery power conservation, more
secure transmission and increased service options.
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JOB PROFILE
Rs 298 Lifetime Prepaid Tariff Details:
Feb17, 2008: Bharti Airtel, Indias leading telecom services provider today
introduced its popular Lifetime Prepaid at a lower price point of Rs. 298 only.
Airtel is the first mobile services provider in the country to offer Lifetime
Prepaid at this price point. This is a significant initiative that further reinforces
Airtels commitment to make mobile more affordable and provide greater
value to the Airtel prepaid customer.
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MRP Rs. 298
Talk time Rs.3
Processing Fees Rs 295
Validity Lifetime
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Mr. Sanjay Kapoor, President, Mobile Services, Bharti Airtel Limited said,
"As industry leaders, Airtel has always been at the forefront of driving growth
and expanding the market horizon in the telecom space. Lifetime Prepaid is a
revolutionary concept that we had earlier introduced to the Indian mobile user.
Our 298 Lifetime product is at an attractive price point and it marks our
strategic intent to drive affordability and consumption in the prepaid category
further. Going forward, we will continue to explore innovative products such
as these that will enhance our customers value and significantly contribute
towards increasing Airtels market and revenue share in the future.
The 298 Lifetime Prepaid offers an Airtel user full talk time on all future
recharges. Under the new Lifetime Prepaid, the customer can stay mobile by
paying just Rs. 298 and using a minimum of Rs 200 every 180 days to
continue enjoying lifetime validity benefits. With effect from Feb 18, 2008,
Lifetime Prepaid 298 is available to all existing as well as new Airtel mobile
users. Therefore, even existing Airtel Easy Lifetime prepaid subscribers can
choose to avail this offer by recharging with Rs 298. Airtel has always been a
frontrunner in providing affordable services to its subscribers, be it with its Rs
200 recharge, Lifetime prepaid and Easy Lifetime prepaid.
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Bharti sets off new price war on mobile turf
April 28 Taking the tariff wars in the telecom sector to the next level, Bharti Airtel on
Monday announced a 43 per cent reduction in STD rates for its 62 million mobile
subscribers across the country.
Airtel subscribers will be able to make domestic long distance calls at a flat rate of Rs
1.50 a minute compared to Rs 2.65 a minute at present. The new Airtel rates are,
however, still expensive compared to STD rates of fixed line telephones, which is at
Re 1 a minute.
The company has also reduced roaming rates from Rs 1.75 a minute to Re 1. The new
rate will be effective from April 30 across all tariff plans.
In response, rival operator Reliance Communication said that it will offer free STD
calls for only Reliance-to-Reliance calls on two specific tariff plans. Tata
Teleservices has a tariff plan that allows STD calls at 50 paise a minute across the
Northern region. However, Airtels offer is for all mobile calls irrespective of the
distance, tariff plan, region or who you are calling. State-owned BSNL said that it
may announce revised tariffs after a closer look at Airtels new offer.
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Mr. Sanjay Kapoor, President, Mobile Services, Bharti Airtel, said that Airtel may be
taking a hit on the revenue in the short-term which it hopes would be made up due to
surge in traffic volume. It would be difficult for rival mobile operators to match this
tariff, especially those without their own long distance network. Bharti, being an
integrated telecom company, rides on its own network to provide STD services to
mobile subscribers, he said.
Among Bhartis competitors only RCom, Tata Teleservices and BSNL have their
own long distance network. Other mobile companies such as Vodafone and Spice
route their traffic through others NLD network, which adds to their cost.
Explaining the rationale for the tariff cut, Mr. Kapoor said, With 70 per cent STD
customers in India using less than 5 minutes per month on STD calls and 80 per cent
mobile customers not using their phones while roaming, we have a compelling
customer proposition. I am confident that this will drive growth and usage in the
Indian telecom industry.
Airtel subscribers talk an average of 507 minutes a month primarily driven by cheap
local call tariffs. The cut in STD rates is aimed at increasing the usage given that the
average revenue per user has been declining over the past year.
The recent abolition of access deficit charges has also reduced the burden on the
operators, which may have triggered a fresh round of tariff cut in the long distance
segment.
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The Current Structure of India's Telecommunications Monopoly
Until 1985, the Indian Telegraph Act of 1885 and the Wireless Telegraph Act of 1932
provided the legal basis for the central government's telecommunications monopoly.
Under these laws, posts and telecommunications were combined in one P&T
department run by the Ministry of Communications. In the late 1970s and early 1980s
protests against poor service by subscribers, politicians, industrialists, and business
leaders coincided with global and national pressure for liberalization. As a result, a
parliamentary committee was established in 1981, which recommended numerous
structural and service improvements. Under the advice of this committee, Rajiv
Gandhi ordered the bifurcation of the Ministry of Posts and Telegraphs in 1985. A
separate Department of Telecommunications (DoT) was established under the
Ministry of Communications and two supposedly autonomous public sector
undertakings (PSUs) were created to expand, develop, and manage crucial segments
of the Indian telecommunications system.
The Mahanagar Telephone Nigam Limited (MTNL) was set up to run services in
Delhi (the nation's capital) and Mumbai, formerly Bombay (the nation's commercial
center), which together account for 25 percent of the nations phone lines.
Telecommunication in the rest of the country continues to be run as a government
department because of staff resistance to change.
Videsh Sanchar Nigam Limited (VSNL) was set up to run international services.
DoT was established as the exclusive, self-regulating provider of domestic and long-
distance service.
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From 1992-1996, DoT doubled practically every aspect of the telecommunications
infrastructure in India, from the number of telephones in service to the long distance
route kilometers. DoT did not, however, succeed in reducing the registered waiting
list for telephones, and in 1994, the government acknowledged the need to liberalize
Indias telecommunications market.
India's Network Development, 1992-1996
Indicator 2001 2002 2003 2004 2006
Telephones in service (thousands) 6706 7713 8877 10588 12892
Telephone lines per 100 inhabitants 0.77 0.88 0.99 1.15 1.38
New lines installed (thousands) 735 987 1229 1770 2183
Lines in service (thousands) 5810 6797 8026 9795 11978
Lines in service per 100 inhabitants 0.67 0.77 0.89 1.07 1.28
Long-distance route kilometers 94476 107462 122957 142113 168633
Number of village public telephones 74404 104476 137447 185136 216632
Local call pulses (billions) 29.8 40.1 46.7 58.6 78.5
Registered waiting list for telephones
(thousands)
2289 2845 2497 2153 2277
Source: Department of Telecommunications, India
The National Telecom Policy (NTP) of 1994 provided the basis for liberalizing the
telecommunications market. It recognized the importance of liberalization and private
sector participation as key elements of economic development. It also envisaged,
among other things, the provision of basic telephone service by private companies
that would compete with DoT; the establishment of an independent regulatory body;
and the separation of DoTs operational, policy, and ministerial functions.
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The NTP has led to various liberalization successes. However entrenched
bureaucracy, inefficient lobbying and poor public information campaigns have largely
undermined the policy domestically, and demand for telephone lines in India remains
extremely high. On the international front, the NTP has prevented India from making
more liberal commitments to the WTO. India has refused to go beyond the NTPs
very limited policies in making commitments to the WTO Basic Telecommunications
Agreement.
The NTP provides that:
DoT will not be corporative, which ensures that labor unions have no big issue to
fight; Private sector companies will be issued licenses for statewide operations in
competition with DoT for basic telephones. This establishes a duopoly system for 15
years in 21 statewide service areas (or circles);
Mobile telephone services will be offered solely by non-DoT private sector
companies, at least two in each service area. The initial license period is 10 years,
extendable thereafter in five-year increments;
Foreign equity participation will be allowed in public telephone operations of at least
500,000 basic telephone customers and 100,000 mobile phone customers;
Private carriers must commit to public service obligations such as rural area coverage
and public telephones;
Interstate and international telecommunications will be the exclusive monopoly of
DoT and its company VSNL.
Projected demand for telephone lines in India
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Year (April-
March)
Projected Demand (million
lines)
Increase (million
lines)
1997-1998 17.4
1998-1999 20.5 3.1
1999-2000 23.4 2.9
2000-2001 26.8 3.4
2001-2002 30.7 3.9
2002-2003 35.2 4.5
2003-2004 40.3 5.1
2004-2005 46.3 6.0
2005-2006 53.0 6.7
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Source: Department of Telecommunications, India
The above was the first phase of the training and the second phase of my training was
to sale the product (life time validity pre paid service) My job profile in the summer
training is of Executive where I have to do an outside and inside work. As an
executive I have to moved in the field with other executives in order to get convince
the customers about to take the service and get their physical signature in the
application form.
The whole work starts from 10o clock and ends in five in the evening.
There are no targets and no selling of these services, just convincing them to take
these services and filled the application form and signed it. Actually the customers are
already been informed by the auto calling system in which the customers are known
by different services available to them.
Till now I have move to more than 150 customers and get there signature on the
application form. Not only the customers but to the dealers also because these
services includes services for mobile phone also. To the dealers I have to make them
aware of the different services.
The second part of the training deals with the official work. The official work
includes the forwarding of the prepaid application form which is submitted by the
different customer. Though this work is given to me for a short period of time but it
gives a different kind of approach. This is all about my summer training detail. My
summer training will end up on at the end of this month only.
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ACHIEVEMENTS
Airtel's journey to leadership began in Delhi in 1995. Since then, Airtel has
established itself across India in sixteen states covering a population of over 600
million people. Airtel will soon cover the entire country through a process of
acquisitions and green field projects. With a presence in over 1,400 towns, Airtel
today has the largest network capacity in the country.
In the last nine years Airtel has achieved many firsts and unique records: it was the
first to launch nationwide roaming operations, it was the first to cross the one million
and the five million customer marks. It was also the first to launch services overseas.
There are other 'firsts' credited to Airtel - many of them in the area of innovative
products and services. Today, Airtel innovates in almost everything that it presents to
the market.
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An excellent example is Easy Charge - India's first paperless electronic recharging
facility for prepaid customers. As evidence of its fine record, Airtel has also been
conferred with numerous awards. It won the prestigious Techies Award for 'being the
best cellular services provider' for four consecutive years between 1997 and 2000 - a
record that is still unmatched. And in 2003, it received the Voice & Data Award for
being 'India's largest cellular service provider', amongst others.
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COMPANY PROFILE
Brand Name : Airtel
Companys Name : BHARTI CELLULAR LTD.
Head Office : Delhi
Corporate Office : Delhi
Licensing : :7th July 1995
VISION:
To be globally admired for Telecom services that delight customers.
MISSION
We will meet Global Standards for Telecom services that delight
customers through:
Customer Service Focus
Empowered Employees
Innovative Services
Cost Efficiency
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Bharti Airtel is one of India's leading private sector providers of telecommunications
services based on an aggregate of 6,91,80,000 customers as on May 31, 2008,
consisting of 6,68,20,000 GSM mobile and 23,60,000 broadband & telephone
customers.
Airtel comes to you from Bharti Cellular Limited - a part of the biggest
private integrated telecom conglomerate, Bharti Enterprises. Established in 1976,
Bharti has been a pioneering force in the Telecom Sector with many firsts, &
innovations to its credit.
Bharti provides a range of telecom-services, which include cellular,
Basic, Internet & recently introduced National Long Distance. Bharti Enterprises has
been at the fore front to technology and has revolutionized telecommunications with
its world class products & services. Bharti also manufactures & exports telephone
terminals and cordless phones. Apart from being the largest manufacturer of
telephone instruments in India, it is also the first company to export its products to the
USA. Bharti is the leading cellular service provider, with an all India footprint
covering all 23 telecom circles of the country. It has over 11 million satisfied
customers.
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 & New York Life
International, USA.
Bharti Tele-Ventures Ltd., a part of Bharti Enterprises was incorporated
on 7th July 1995, is Indias leading provider of telecommunication services. The
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business at Bharti Tele-Ventures has been structured into two main strategic Business
groups The Mobility Leaders Business Group and The Infotel Leaders Business
Group. The Mobility Business Group provides GSM mobile services across India in
23 telecom circles, while the Infotel Business Group provides Broadband &
Telephone services, long distance services and Enterprises services. All these services
are provided under the Airtel brand.
The wireless subscriber base (including GSM & CDMA) has crossed the
3- crore mark as on February end 2004. Out of total wireless base of 3.14 crore, while
2.46 crore are Global System of Mobile Communications (GSM) based subscribers,
67.5 lakh are Code Division Multiple Access (CDMA) based subscribers. That is
78% subscribers are based on GSM standard and the rest are based on CDMA
Standard.
In the GSM segment, Bharti has the highest subscriber base with 61.99
lakh, fallowed by BSNL with 49.54 lakh. Hutchison ranks third with 48.26 lakh
subscribers.
As on September 30, 2005, the top three players in the Cellular
Sweepstakes were the Bharti Group, BSNL and the Hutchison Group. Together, they
accounted for nearly 65% of the subscriber base. The Bharti Group, the numerouno
has a subscribers base of 4.62 million and market share of 25.2%. BSNL, with a
subscriber base at 4.01 million and a market share of 21.9%. And the Hutchison
Group has 3.22 million subscribers and a market share of 17.6%. The IDEA group
emerged as a distant fourth, with a subscriber base of 1.90 million & a market share
of 10.4%
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AIRTEL has also launched a national web based mobile coupon service,
where customers can use the website, www.airtelworld.com to browse through the
special offers available from outlets like PUR, Teksons, Ebony in Delhi, Copper
Chimney in Mumbai, Tiffanys in Bangalore send a keyword to a short code, and
receive the coupon directly on their mobile.
SERVICES:-
Airtel Pre paid
Airtel Post Paid
Airtel Roaming
Long Distance
CUSTOMER BENEFITS:-
GPRS/MMS settings are preloaded on the handsets.
Airtel branded services are pre-loaded.
Easy access to GPRS services, thereby encouraging, customers to explore a
world of endless possibilities on their mobile phones.
Integrated FM radio.
Provides access to network e-mail service: send, receive and read e-mails.
On 5th
July 2004 at Kolkata AIRTEL, Indias leading mobile service,
announced the launch of AIRTEL live a multi access entertainment portal on the
mobile with the most comprehensive content in the spheres of movies, music sports
and mobile games. The content can be accessed by prepaid as well as postpaid
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AIRTEL customers throughout the country. AIRTEL also launched the first ever
GSM phone customized especially for AIRTEL Customers Nokia 6220. The phone
games customized with exclusive Sachin Tendulkar & Shahrukh Khan wallpapers, A.
R. Rahman tone, pre installed GPRS, MMS setting embedded bookmarks and links.
Bharti tele-ventures Ltd. A Public Company listed on three Indian
stock exchanges, Bharti televentures Ltd. is controlled by the Bharti group, it also
provides fixed local line access, national and international long distance telephony,
VSAT, Internet services and corporate data network solutions. The company owns a
23,000 km national fiber optic backbone and substantial international bandwidth.
The circles in which AIRTEL mobile in operation are :
1. Andhra Pradesh 12. Madhya Pradesh
2. Assam 13. Maharashtra
3. Dehradun 14. Mumbai
4. Chennai 15. North-east
5. Delhi 16. Orissa
6. Gujarat 17. Punjab
7. Haryana 18. Rajasthan
8. Himachal Pradesh 19. Tailnadu
9. Karnatak 20. U. P. (East)
10. Kerala 21. U. P. (West)
11. Kolkata 22. West Bengal
23. Jharkhand
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ARTNERS
The company has a strategic alliance with SingTel. The investment made by SingTel
is one of the largest investments made in the world outside Singapore, in the
company. The company also has a strategic alliance with Vodafone. The investment
made by Vodafone in Bharti is one of the largest single foreign investments made in
the Indian telecom sector.
The companys mobile network equipment partners include Ericsson and Nokia. In
the case of the broadband and telephone services and enterprise services (carriers),
equipment suppliers include Siemens, Nortel, Corning, among others. The Company
also has an information technology alliance with IBM for its group-wide information
technology requirements and with Nortel for call center technology requirements. The
call center operations for the mobile services have been outsourced to IBM Daksh,
Hinduja TMT, Teletech & Mphasis.
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BOARD OF DIRECTORS
The Board of Directors of the Company has an optimum mix of Executive and Non-
Executive Directors, which consists of three Executive and fifteen Non-Executive
Directors.
The Chairman and Managing Director, Mr. Sunil Bharti Mittal, is an Executive
Director and the number of Independent Directors on the Board is 50% of the total
Board strength. The independence of a Director is determined on the basis that such
director does not have any material pecuniary relationship with the Company, its
promoters or its management, which may affect the independence of the judgment of
a Director.
The Board members possess requisite skills, experience and expertise required to take
decisions, which are in the best interest of the Company.
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THE COMPOSITION OF THE BOARD IS AS UNDER:
Board of Directors:-
Mr. Sunil Bharti Mittal - Chairman & Group Managing Director
Mr. Rakesh Bharti Mittal - Director of Bharti Televenture
Mr. Rajan Bharti Mittal - Joint Managing Director
Mr. Akhil Gupta - Joint Managing Director
Mr. Lung Chien Ping Director of Bharti Televenture
Mr. LIM Toon Director of Bharti Televenture
Ms. Chua Sock Koong Director of Bharti Televenture
Mr. Dalip Pathak Director of Bharti Televenture
Mr. Bashir Abdulla Currimjee- Director of Bharti Televenture
Mr. Donald Cameron - Director of Bharti Televenture
Mr. N. Kumar Vice Chairman of the Sanmar Group
Mr. Pulak Prasad _ Managing Director of Warburg PIRCUS
Mr. Paul Osullivan - Chief of Operational Officer
Prof. V. S. Raju - Former Director of IIT Delhi.
Mr. Kurt Hellstrom - Associate.
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Dehradun
As far as state of Dehradun is concerned, there are (5) operators
namely :-
(a) Airtel
(b) Reliance Telecom Ltd.
(c) RIM
(d) BSNL
(e) Tata Indicom
NETWORK INFORMATION:
Operator Name : Bharti Cellular Ltd.
Network Name : Airtel Dehradun
Network Type : GSM 900
Handset Code : Airtel
Network Code : 40552
Website : http://www.airtel.in
AREA ALLOCATION DEHRADUN CIRCLE
Patna Rohtas
Muzaffarpur Bhabhuaa
East Champaran Gaya
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West Chaparan Aurangabad
Darbhanga Jahanabad
Madhubani Bhagalpur
Samastipur Munger
Sitamarhi Luckhisarai
Seohar Khagaria
Chappra Jamui
Saran Banka
Vaishali Saharsha
Siwan Katihar
Dehradun Purnea
Arrah Kishanganj
Bhojpur Araria
Buxar Begusarai
Nalanda Nawada
Sheikpura.
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GROUP STRUCTURE
BHARTI TELE-VENTURES LTD.
MOBILITY
AIRTEL MOBILE SERVICES
INFOTEL
BHARTI INFOTEL LTD.
FIXED LINE
AIRTEL BROADBAND &
TELEPHONE SERVICES
LONG DISTANCE
AIRTEL LONG
DISTANCE SERVICES
ENTERPRISE
AIRTEL ENTERPRISE
SERVICES
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ORGANISATIONAL STRUCTURE FOR
DEHRADUN
CEO (East)
COO (Chief Operating Officer)
Head Head Head Head Head HeadH.R. Mktg. Sales Finance Technical I.T.
AreaManagers
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Motto
By 2010, we will be the most admired brand in India.
Loved by more customers
Targeted by top talent
Benchmarked by more businesses
NON FINANCIAL BENEFITS
A wide range of telecom services to choose from(voice telephony, internet &
broadband and data)
A unique Services Guarantee Scheme to give a redemption benefit in case of
faulty bill or dead phone.
Speed benefits to our esteemed customers by way of Club Royale.
Simple, easy and trouble-free procedures to get telephone registered
A single access Customer Care number for the 24/7 dedicated Customer Care
Centre manned by courteous, trained and responsive staff
A team of qualified and trained engineers To provide high quality of fault
repair, & complaint handling, to remove all faults
Multiple bill payment options like cash, cheque, credit card, home bill pay,
interest banking etc.
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Internet Access surf as much as you like Indias first truly unlimited post
paid Internet services.
OBJECTIVE OF THE STUDY
Every study is related with some aim or the objective with it. Because no study is
complete without having the definite objectives, which can be summed up as follows:
1) To study the products & services of Airtel.
To know about their features.
To know about their benefits & advantages.
To provide information to all about the products & services of Airtel.
Airtel is long been committed to deliver what it commits.
Its products have their own market segment.
2) To upgrade the practical knowledge.
By knowing about the management of Airtel.
By dealing with customers I had improved my communication skill which
in turn helps me in increasing my confidence level.
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3) To get some experience of Telecommunication Industry this would definitely
help in future.
Thus there are the following objectives, which can be stated under the described
training.
RESEARCH METHODOLOGY
Before describing the word Research Methodology we should firstly understand the
meaning of Research.
In laymans terminology, research may be defined as a systematic process of solving
a problem through, collecting, organizing & evaluating data to reach the solution &
gain new knowledge.
This project is based on study of the products & services of the Airtel in the Indian
telecommunication. The methodology used in this report is Data collection technique.
There are two sources of data collection which are explained below:
RESEARCH DESIGN
The study is carried out to analyze catchment area and conduct customer
profiling of customers user and nonuser of AIRTEL product at Dehradun and hence
the study undertaken is descriptive in nature, as the objectives were clearly mentioned
when the study was conducted.
SAMPLE SIZE
users : 307 respondents*
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Non-shoppers : 150 respondents*
SAMPLING METHOD
Non probability judgment sampling
TOOLS FOR DATA COLLECTION
Primary Sources
Secondary Sources
PRIMARY SOURCES
Primary data has been collected through studying carefully the products & services of
the Airtel Ltd in Indian Market. In telecommunication sector Airtel has a good brand
image. As I had observed the products & services of Airtel are sold because of its
name & this is the outcome of delivering what customer requires.
SECONDARY SOURCES
The secondary data collection involves study of products & net surfing which was
carried out to obtain the history, products, strategy & other relevant information about
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Airtel. The main sources of information were magazines, newspapers, websites &
journals.
List of customers attended by me is been collected by our Database Management
System which stores the Customer data for many purposes.
This can be illustrated in following way:
Primary Level
The primary data has been collected through my own observation and detailed study
of AIRTEL products & services.
Secondary Level
The secondary data has been collected through:
The main information we get through internet.
Through detailed study of products.
Through magazines, journals & websites.
Through DMS(Dealer Management System)
SAMPLING TECHNIQUE
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The sampling technique used here is convenient sampling technique.
STATISTICAL TECHNIQUES USED FOR DATA ANALYSIS
Simple Percentage
Numerical Analysis
Graphical Representation using Charts & Pie Diagrams
DATA ANALYSIS & INTERPRETATION
ANALYSIS & INTERPRETATION
Airtel - Dehradun STUDY
User and Non-User of Airtel-Dehradun
Table 1: Do you know aboutAirtel
Frequency PercentYes
196 90
No21
10
Total 217 100
CHART 1:
37
Do you know about Airtel ?
Yes. 90%
No. 10%
1 2yes No
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INTERPRETATION
The Chart 1 and Table 1 represents the users and non-users of Airtel product, which
includes 90% of total sample of 217 uses Airtel product are users and10% of total
sample of 217 are non-users.
Reasons for using at other products besides AIRTEL?
Table 2: Do you use other product besides AIRTEL PRODUCT?Frequency Percent
Yes 26 25
No 79 75
Total 105 100
CHART 3
38
Table 3: Which product do you use?
Frequency Percent
Reliance (Rim) 27 34
Reliance (Smart) 15 19
BSNL(Cell one) 19 24
TATA Indicom 6 8
Aircel 12 15
Total 79 100
Product uses by customers.
34%
19%
24%
8%
15%
1 2 3 4 5Rim Sma Cell TATA Indicom Aircel
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CHART 4
INTERPRETATION
39
Table 4: Why do you use these products?
Frequency Percent
Proximity to home 11 14
Lower Price for products
3 4
Good Quality 29 36
Every product available easily 16 20
RCV, LAPU, SIM available 6 8
Network availability 14 18
Total 79 100
11 14
3 4
29 36
16 20
6 8
14 18
79 100
14%
4%
36%20%
8%18%
why do u use these products ?
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The Table 6 represents the number of respondents which use at other products besides
AIRTEL which includes 25% out of 105 sample size of user who use other products
and 75% are uses AIRTEL. The Chart 5 and the Table 7 represents the customersuses other than AIRTEL which includes 34% of 79 sample size user of RELIANCE
(RIM), 24% of 79 sample size are the user BSNL (CELL ONE), 19% of 79 sample
size are the user of RELIANCE (SMART), 15% of 79 sample size are the user of
(AIRCEL) and 8% of 79 sample size are the user of (TATA Indicom). The Chart 6
and the Table 8 represents the reasons which make the customers go and shop at these
stores which includes 36% of 79 sample size shop at these stores due to good quality
product they offer, 20% of 79 sample size shop at these stores since they offer
everything under one roof, 18% of 79 sample size shop at these stores because of
freshness of vegetables and fruits these stores provide.
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Demographics of AIRTEL-Dehradun
Age Groups
CHART 5:
Gender
CHART 6:
41
Age Group
21-26
15%
27-4035%
51-60
20%
15-20
5%
41-50
25%
15-20 21-26 27-40 41-50 51-60
Gender
Male
53%
Female
47%
Male Female
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Family Monthly Income
CHART 7:
Newspaper choices in Hindi and English
Hindi Newspaper
CHART 8:
42
Family Income (per month)
Rs.5000-10000
74%
Rs.10000-
20000
20%
Rs.20000-
30000
5%
Rs.30000 and
Above
1%
Rs.5000-10000 Rs.10000-20000
Rs.20000-30000 Rs.30000 and Above
Which Hindi new spaper you read?
Aaj
4%
Danikjagran
45%
Hindustan
51%
Aaj Danikjagran Hindustan
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English Newspaper
CHART 9:
TELEPHONE SERVICES FROM AIRTEL
43
Which English newspaper you read?
Hhindustan
Ttimes
55%
Times of India
36%
Sahara News
9%
Hhindustan Ttimes Times of India Sahara News
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TELEPHONE SERVICES FROM AIRTEL
Airtel Broadband & Telephone Services, India's premium telecommunication service
brings to you a whole new experience in telephony. From integrated Voice Services
for corporate and small business enterprises to user friendly plans for homes, we
bring innovative, cost-effective solutions to cater to your needs.
FOR HOME, BUSINESS, CORPORATES
Voice Services:
Telephone
Dial-up
Feature
Value Added Services
Unified Messaging
Audio Conferencing Service
Telephone
Airtel Voice Services go beyond basic telephony to offer our users a whole host of
Value Added Services as well as premium add-ons. Each Telephone connection from
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Airtel is backed by a superior fibre-optic backbone for enhanced reliability and
quality telephony.
Dial-up
Airtel Voice Services provide FREE dial-up internet access that is bundled along with
your Telephone connection from Airtel.
Its fast, reliable, gives you unlimited Internet access. All you need to do is dial 1500
through your dialer.
The default username should be "register" and password is "airtel". You can log- in
and change your Username and Password. All you need is:
A computer and a modem
And a Telephone connection from Airtel
How much do you pay:
Airtel Voice Services give you unlimited free internet access, allowing you to pay
only for the number of hours spent online. Paying for it is convenient as well-you can
pay along your Airtel phone bill.
Features
Airtel Voice Services bring you a range of world class features. These enable you to
organize and control your communication needs. They make your life a lot simpler
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and convenient. They empower you like never before. The best part is that many of
these services are free along with your telephone connection.
VALUE ADDED SERVICES
BENEFITS OF VAS
To the Customer
Fulfill the expectation at the cheapest rates
TO THE COMPANY
Attracts customers
Increase popularity
Increase revenue generation
Good acquisition tool
Creates word of mouth publicity
TYPES OF VAS
Caller Line Identification
Voice Mail Service
Call Forwarding
Call Waiting
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Parallel Ringing
Voice Mail
Power Feature:
Three Party Conferencing
Multiple Subscriber Number
What is Unified Messaging?
The Unified Messaging from Airtel Broadband & Telephone Services brings you the
unmatched convenience of receiving your e-mail, fax and voice messages on one
number. This service allows you to store all your messages in one mail box. You can
access your mail box from anywhere, any number by dialing your phone number and
entering a four digit password. You can access your e-mails, fax messages and voice
mails through the phone by dialing into your Unified Messaging mail box. It will read
out your e-mails, play back your voice messages and store your faxes, which you can
divert a number near you to view them.
The fax messages on screen of your computer (fax card is not required), and listen to
your voice mails as well as read your e-mails by accessing your mail box on the net.
Now, you don't have to check for your messages in three different places. All your
messages are stored in one mail box.
Audio Conferencing
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To stay ahead of competition, all modern organizations have to stay in constant touch
with their partners, associates and clients. Born out of this understanding is Audio
Conference Service from Airtel, Indias best value audio conferencing solution.
Audio Conference Service from Airtel is the easiest, most economical and instant way
of sharing information, ideas and opinions. It is the latest way to conduct business
meetings via the telephone. It facilitates hassle-free audio conferencing to anywhere
in the world and also protects the confidentiality of the conference proceedings. It
provides optimum time utilization and massive savings from each meeting.
To avail services of Audio Conferencing from Airtel, you don't have to install any
expensive devices. You can connect across the globe through a single local call from
your landline or mobile phone. Thus, you save on capital investments along with
travel time and running costs.
What's more, Airtel's state-of-the-art technology ensures that you get a host of utility
options that enable you to conduct and supervise audio conferences with extreme ease
and flexibility.
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Why Audio Conference Service from Airtel?
It's a complete conferencing solution - be it board meetings,
management discussions, project reviews, staff trainings,
Q&A sessions or press conferences.
It offers tremendous value - mull out all your business
decisions with your associates across the globe without
stepping outside your office; and with just one call connect to
all your business partners.
No infrastructural costs no extra investment; just pick up
your telephone.
It knows no boundaries - Conference with your partners,
anywhere in India or the world.
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FINDINGS & LIMITATIONS
FINDINGS
Value Added Services revenue expected 1/3 of the total services by 2009.
This will be one of the biggest achievements that a company is thinking
of.
Total Value Added Services revenue will reach $160 billion in 2009. In
fact the monthly income of the company through these services is about 20
lac which is almost a good amount.
Most of the growth in telecom services likely out of data services.
Currently data accounts for 20-25% of total service revenue.
Expected to increase to around 35% in another 3-4 years.
The definition of telecom VAS has evolved:
1. From itemized billing CLI-I
2. To SMS (peer to peer)-II
3. To SMS (p to e), MMS, RTs, RBTs, wallpaper-III
4. To E-cheque, commerce payment-IV
Estimated to be about 9-12% to total mobile service revenue ($5 billion
in 2005-2006)
SMS (peer to peer) continue to dominate about 60% of VAS.
Premium VAS market revenue currently estimated to be between $220
million presently.
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On February 12, 2007 Vodafone sold its 5.6% stake in AirTel back to
AirTel for US $1.6 billion; and purchased a controlling stake in rival
Hutchison Essar.
Bharti Airtel added the highest ever net addition of 53 lakh customers in a
single quarter (Q4-FY0607) and also the highest ever net addition of 1.8
crore total subscribers in 2006-07
The company will invest up to $3.5 billion this fiscal (07-08) in network
expansion.
It has a installed base of 40,000 cellsites and 59% population coverage
After the proposed network expansion, an additional 30,000 towers will
result in the company achieving 70% population coverage
Bharti has over 39 million users as on March 31, 2007
It has set a target of 125 million subscribers by 2010
Prepaid customers account for 88.5% of Bhartis total subscriber base, an
increase from 82.7% a year ago
ARPU has dropped to Rs 406
Non-voice revenues, (SMS, voice mail, call management, hello tunes and
Airtel Live) constituted 10% of total revenues during Q4, lower than
10.7% in the Q4 of the previous year
Blended monthly minutes of usage per customer in Q4 was at 475 minutes
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Has completed 100% verification of its subscribers and in the process
disconnected three lakh subscribers
LIMITATIONS
During the entire research there were a few limitations which were faced by
me, some of them are mentioned below.
1. As my working area was very limited and my work was to awaring of the
different services to the customers so I had faced the problem of not
interacting with large amount of customers.
2. Some managers were not interested in sharing the required information
with us as it was their confidential matter and they show no interest to
disclose to us or make it public.
3. Since I was not aware of this type of work, so for forwarding these
application forms sometimes somewhere I was perplexed in these
situations.
4. Our scope of study was our main constraint though the subject is vast we
had to confine to only our objectives in the aim.
5. Companies are not providing the informations very easily & they did not
tell me about the royalty paid by them to the Government.
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I had done my best within my limitations to do justice to my project.
SUGGESTIONS
RECOMMENDATIONS
As per my observation to increase the service efficiency as well as satisfaction level
of customer the following suggestions are given below:-
1. Effective promotion strategy for village level.
2. Regular visit of sales officer to customer care.
3. Proper coordination with the outlets.
4. Service personnel would tackle customers properly.
5. Landline network should be increased.
6. More outlets in all cities.
8. MIGRATION must be done in all places.
etc.
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ANALYSIS
Airtel is one of Indias leading Telecommunication Service Provider. Airtel provides
Broadband & Telephone services in 23 Telecom circles in India. Airtel keeps focus
on creating consumer oriented Products & Services to increase the profit as well as
market or sales share. Airtel has long been committed to serving society as a
contributed member both Economically & Socially. They do this providing Products
& Services that offers maximum satisfaction to the customers.
Airtel was launched in the year 1995. Airtel provides a Host of Voice & Data
Products & Services including high speed GPRS service. Airtel also offers a wide
array of Post Paid & Pre Paid Mobile offers with a range of Tariffs plans that
target different Segments
A comprehensive range of value added customized services are part of the unique
packages from Airtel. This shows that how much Airtel understand & offers products
& services that are created accordingly to the needs & requirements of Targeted
Segments.
Airtel gas also spread its Business outsides India. It has strategic alliance with
SINGTEL & VODAFONE. Thousands of rupees have been invested in R & D for
designing a product for a particular market. Airtel sells its product & services because
of its brand name & that is only due to providing quality product at reasonable price.
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As I am doing my training at the Distribution centre of Airtel Ltd. Named as SRI
SHYAM INFOTEK. Mostly I hear from the customers mouth only that Airtel
provides quality product & services & they feel proud to use the Airtel products &
services. People have built a confidence in the company & to some extent it is right
because Airtel is selling its products &services because of its name & quality. This
study depicts the different business segments of AIRTEL.
Things you didn't know about A irtel
Every 5th mobile user in India talks on Airtel.
About 91% of mobile owners in India reside in Airtel's circles.
At 1, 50,000, Airtel has the largest family of retailers.
Airtel also has the largest network of exclusive outlets - over 400 - and the
largest share of 'prepaid' subscribers.
Airtel provides telecom services to an entire nation outside India.
Airtel monitors 300 customer touch points through a continuous customer
satisfaction research process.
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LIMITATIONS
Every study is done to find certain new things, gain knowledge and find the
limitations of the company. During the study I also faced some problems & I hope the
following limitations should not affect the study.
Airtel produce goods as per the standard norms. For building a good market
share in Indian markets the company has to first research on the lifestyles,
requirements & preferences of the people of the country
As there is development in Science & Technology day-by-day there is going
to be stiff competition in between all the Telecomm Company.
As there are new companies entering into market with more advancement in
Technology Company has to cope up with the environment.
Data gathered from various sources was not enough.
Lastly, time was the main constraint of the study.
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RECOMMENDATIONS
As we all know that Airtel is the Indias largest Telecomm Service provider.
Company enjoys a good reputation in the Market. The company should widely spread
its information network. Because people in India are Ignorant & they are attracted
towards more on the products promoted more & more. There is need on the part of
company to make people aware of its products & services & their qualities in every
segment.
Certain points I think which are essential for Airtel to improve its working are:
As the market trend changes day-by-day it is important for the company to
provide products according to the needs and preferences of the customer.
More stress on advertisements should be given to provide information about
the products or innovations made in it.
Dealer networks should be widen.
Product Features should be improved.
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There should be transparency between the sharing of Information between the
customer and company.
CONCLUSION
In this report I had studied about different product & services segments of Airtel Pvt.
Ltd. As we all know that Airtel is the Indias largest Telecomm Service provider.
Airtel has long been committed to serving as a contributing member of society & the
individual communities in we do business-both economically & socially. Since its
establishment company has remained on the leading edge by providing products of
high quality that create new values, at a reasonable price, for world wide satisfaction.
I feel great to work with the company which works on its product quality & make
regular innovations in its products. There is no other company which can compete
with Airtel with respect to its Technology & benefits.
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BIBLIOGRAPHY
WEBSITES:
www.airtel.com
www.yahoosearch.co.in
www.googlesearch.com
MAGAZINES:
Business India
Business Today
NEWSPAPERS:
The Times of India.
Hindustan Times.
Economic Times
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QUESTIONNAIRE
1. Do you know about AIRTEL?
Yes No2. When did you buy AIRTL product?
Before 1 week Before 2 week Before 1 month Before 2 month
3. What you dont like in AIRTEL?
___________________________________________________________
5. Why do you use AIRTEL product?Quality Large Size Promotion Offers Lower Prices Variety of Products Others_____________________
6. Which top up do u use mostly?
Rs. 10 Rs.20 Rs.30Rs.60 Rs.120 full talk time
7. Do you other product besides AIRTEL?
Yes No If Yes, then
(a) Which product do you use?Cellone Rim Smart TATAIndicom Aircel
(b) Why do you use these products?
8. Who/What influences your buying decision?
Friends Family Advertisement Past-experiences
9 which companys advertisement you like most?
Bharti Airtel Reliance Rim Tata Indicom
Reliance Smart Cellone Aircel
10 rate the advertisements different mobile operators based on Ur liking?
Excellent Good Fair Bod Extremely Bad
Bharti Airtel
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Reliance Rim
Tata Indicom
Reliance Smart
Cellone
Aircel
11. Which language Newspaper do you read?
HINDI English
Hindustan Hindustan times
Danik jagran Times Of India
Aaj Sahara news
12. Your Favourite TV channel ____________________(a) Viewing time (eg. 8-10pm) ____________________
13 Any improvement suggestion for Bharti Airtel:
About You
1. Name: __________________ 2.Phone No. :
_________________
3. Gender: Male Female
4. Residential Area: _________________________________
5. Mode of Transport used:
Car Two-wheeler Auto Bus Other____________
6. Age 7. Family Income (per
month)
Below 18
Below Rs. 5,000 18 25 Rs. 5,001 - 10,000 26 30 Rs. 10,001 - 20,000 31 - 40 Rs. 20,001 - 30,000 41 - 50 Rs. 30,001 and above Above 51
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8. Marital Status 9. Family Size
Single Married
Single 2 3 4
5 and above
10. Occupation 11. Educational
Qualifications
Unskilled Graduate/Post Graduate Professional Skilled Graduate/Post Graduate Self Employed/Professional Upto class 4 Clerical Salesman 10 th or 12th Supervisory Level Officers / Executive Junior
Officers / Executive Middle/Senior Housewife Student Businessman
Thank You for Your Cooperation!
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