PROJECT REPORT ON
DEVELOPMENT OF A MIS
2010-2011
Master of Business Administration at
INDIAN INSTITUTE OF PLANNING AND
MANAGEMENT
Submitted By:-
Pratyush Rastogi
Sec- FC2
Unique ID- DO911FWIIPM10225G(LCK-1/$-1004)
ACKNOWLEDGMENT
I would like to express my sincere gratitude to my respected mentor
[Link] DUA, for his valuable guidance.
I extend my sincere thanks to [Link] Saxena, and Sumit Grover for
their support and help in the completion of the project. I would like to
thanks almost everybody at the Airtel Finance office for his/her
friendliness and helpful nature. The working atmosphere inside the
office was great; everyone was so helpful and ready to share his
knowledge that is make my work pretty interesting. I seriously enjoyed
my internship in Airtel and I am happy that I hv learnt a lot of things
which is beneficial for my future.
CONTENTS
Introduction
Customer and Service Department
Service Opex Template
List of Activity
Detailed Drilldown of Customer and Service Department
Billing and Collection
Billing and Collection Opex Template
Commission Structure
Project Bucket
Findings and Analysis
Executive Summary
With immense pleasure and deep sense of sincerity, I have completed
my Industrial training. It is an essential requirement for each and every
student to have some practical exposure towards real world situations. A
systematized practical experience to inculcate self
confidence in a student so that they can mentally prepare themselves for
this competitive environment.
The purpose of training is:
1. Developing intellectual ability.
2. Bring confidence.
3. Developing skills.
4. Modify Attitudes.
Introduction
Bharti Airtel formerly known as Bharti Tele-Ventures LTD (BTVL) is
the largest cellular service provider in India, with more than 131 million
subscriptions as of April 2010. With this, Bharti is now the world's
third-largest, single-country mobile operator and sixth-largest integrated
telecom operator. It also offers fixed line services and broadband
services. It offers its TELECOM services under the Airtel brand and is
headed by Sunil Bharti Mittal.
It is known for being the first mobile phone
company in the world to outsource everything except marketing and
sales. Its network operations are provided by Ericsson, business support
by IBM and transmission towers by another company. The businesses at
Bharti Airtel have always been structured into three individual strategic
business units (SBU's) - Mobile Services, Airtel Telemedia Services &
Enterprise Services. The mobile business provides mobile & fixed
wireless services using GSM technology across 23 telecom circles while
the Airtel Telemedia Services business offers broadband & telephone
services in 95 cities and has recently launched a Direct-to-Home (DTH)
service, Airtel Digital TV. Globally, Bharti Airtel is the 3rd largest in-
country mobile operator by subscriber base, behind China Mobile and
China Unicom. Airtel is a brand of telecommunication services
in India, Bangladesh and in Sri Lanka owned and operated by Bharti
Airtel. It is the largest cellular service provider in India in terms of
number of subscribers. Services are offered under the brand name
Airtel: Mobile Services (using GSM Technology), Broadband &
Telephone Services (Fixed line, Internet Connectivity(DSL) and Leased
Line), Long Distance Services and Enterprise Services
(Telecommunications Consulting for corporates). It has presence in all
23 circles of the country and covers 71% of the current population (as of
Financial Year 2007).
Bharti Airtel Limited (“Bharti”) today took a giant step towards
becoming a global emerging market telecom operator by completing the
acquisition of Zain Group’s (“Zain”) mobile operations in 15 countries
across Africa for an enterprise valuation of USD10.7 billion. With this
acquisition, Airtel will become the first Indian brand to go truly global
with a footprint that covers over 1.8 billion people. Bharti also becomes
a major Indian MNC with operations in 18 countries across Asia and
Africa with a customer base of over 180 million. The transaction is the
largest ever cross-border deal in emerging markets and will result in
combined revenues of over USD 12.4 billion and EBITDA of over USD
4.7 billion, based on the last audited results. Bharti is now among the
five largest mobile operators in the world.
Bharti Airtel, Asia’s leading integrated telecom service provider, today
entered into a strategic partnership with Novatium to help expand the
broadband market in India. Novatium Solutions Private Limited is the
leading provider of rich computing services in the country.
Customer and Service Department
Customer and service department is one of the most important
departments of the Airtel Delhi Circle. The average monthly expenses
of this department are 50 million. It consists of much activity and each
activity has its own importance and have separate owner in the
company. This department deals with the POST SALE SERVICES of
the product. Under this department customer query/request/complaint
should be answered. The major expenses of this department are
Outsourced Call centers i.e. expense on calls which are debited by the
MO and it is also uncontrollable because Whatever be the expense it
was directly paid by the MO. While the other expenses were handled by
local VP. These expenses are controllable; the expenses can be reduced
by analyzing the cost of this department and find the opportunity where
the cost can be reduced.
List Of Activities
Outsourced Call Center – Expense on calls
Contract Inbound-Hotline
Contract Inbound-Platinum
Prospect
Contract CIG Post
Outbound Retention
Outbound Collection
Prepaid Inbound-Hotline
Prepaid Inbound-Platinum
Prepaid outbound
Service Request Resolution
Data Service Inbound Calls (GPRS)
Non voice Interface
Blackberry CC expenses
Call center Penalty/ Reward.
Service Marketing Cost
Customer Communication
Customer Deight
Service Marketing Field
Service Operation Field
Service Assurance Audit
Functional Training Expenses
Call Centre
Field Staff
ARC Cost
ARC Incentive
Retention And Churn Incentive
Delight And Loyalty Programme
Other Customer Care Expenses
AES Commission
Goodwill Waivers
1. Contract Inbound-Hotline- When the postpaid hotline customer’s
call up to the call centers to resolve their query/request/complaints
are known as Contract Inbound Hotline. Hotline customers are the
general customers whose usage is less than Rs1500.
2. Contract Outbound-Platinum- When the postpaid Platinum
customer’s call up to the call centers to resolve their
query/request/complaints are known as Contract Inbound Platinum.
Platinum customers are those customers whose usage is more than
Rs1500 and his/her age on network is more than 2 years.
3. Prospect- Prospect are the non-Airtel users, who want to switch
over to Airtel so they call up to the call centre and ask for the
current schemes. It consist of both prepaid n postpaid.
4. Contract CIG Post
5. Outbound Retention Outbound Retention calls are the calls from
the call centers to those customers who want to leave Airtel and
switch over to another network. These calls are made to know the
reason why customer is leaving Airtel’s network and try solve
his/her problem to retain him.
6. Outbound Collection Outbound Collection are the calls from the
call centers to those customers who have not paid their bill yet.
These calls are made to collect the due amount from the unpaid
customer.
7. Prepaid Inbound Hotline When the prepaid Hotline customers call
up to the call centers to solve their query/request/complaints are
known as Prepaid Inbound Hotline Calls. Hotline customers are
those customers whose usage is not so much and are the new
customers.
8. Prepaid Inbound Platinum When the prepaid Platinum customer’s
call up to the call centers to resolve their query/request/complaints
are known as Prepaid Inbound Platinum. Platinum customers are
those customers whose usage is very high and his/her age on
network is more than 2 years.
9. Prepaid Outbound When the call center call to prepaid customers
to solve his/her problems are called prepaid outbound calls.
Basically it is the response from Airtel side to their prepaid
customers.
10. Service Request Resolution When the customers are not
satisfied with the services or he had some issue he make a call to
call center to get their problem resolved.
11. Data Service Inbound Calls (GPRS) These calls are related to
some technical issue. When the customers is finding some problem
with Blackberry handset or he/she is not satisfied with the services.
12. Non Voice Interface It is another medium to solve the
problem of the customers by sending them messages or through
email. In this type of interface their was no direct communication
between the service provider and the customer.
13. Blackberry CC Expenses These call centers are only meant
for technical advices and GPRS services. When the customer is
facing some technical issue with the Blackberry Handsets, those
customers make a call to this call centers.
14. Call center Penalty/ Reward The average handling time of the
call centers are fixed by the service providers. When these call
centers take more time than AHT then it is penalty for them and
when they take less time than AHT then it is reward for them.
15. Customer Communication This expense is not the regular
expense of the company. Under this activity the company targets
only few customers. In this activity the company aware them about
the new products and offers.
Billing And Collection
This Department deals with the Postpaid customers. It includes Bill
Generation, Printing Cost, Courier Cost, Recovery Charges, and Cash
Management etc. The average monthly expense of this department is 20
million. In this department when the bill is generated it is delivered to
the customers through courier and when the payment is not received
within 18 days of the bill generation it is transferred to the collection
department where different agencies are hired to collect the payment
from them.
These agencies are divided into different buckets and these buckets
work on the basis of fixed percentage of commission. Right now 10
buckets are working with this department. Some customers pay their bill
in ARC’s or through easy bill. To collect this payout from the ARC’s
cash management is done. Some people pay their bills through credit
cards so for that credit card commission is paid to different banks.
BIBLIOGRAPHY
To make this project I took help from various sources. I referred
many books, websites, and research work. I have also organized
various meetings of employees of different department to get the
insight knowledge of the department. To understand the
department completely I have to meet various local vendors also.
Everyone was very helpful and help me to understand the process
completely.
1. [Link]
2. [Link]
3. [Link]