Vision :
Vision Ensuring a consistently delightful brand experience at every touch point.
Aligning internal as well as customer facing processes
Harnessing IT for both customer & 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 economies of scale.
Building one integrated business, leading to higher synergies and efficiencies.
Mission :
Mission To create conglomerate of the future by bringing about “big transformations through brave actions”.
Airtel always think in fresh and innovative ways about the needs of customers and how they feel about them .
Deliver what they promise and go out of their way to delight the customers with a little bit more than they want.
Business Strategy of AirTel :
Business Strategy of AirTel Business process management.
Process innovations and continuous improvement through people involvement.
Problem Investigation by “Fact based – Root cause analysis.
Customer defined – Business process.
Result oriented approach.
Past experience -“what went wrong and what can go wrong”.
Quantifiable purpose of the process and key result area.
Clearly defined target customers.
Positioned AirTel as inspirational and life style brand.
Porter’s five force model :
Porter’s five force model Customer bargaining power Threat from competition Threat of substitutes Threat of new entrants Supplier bargaining power
SWOT-Analysis :
SWOT-Analysis Strength
The only operator in India other than VSNL having International Submarine Cables.
Weakness
Untapped rural market.
Opportunities
Latest technology and low cost advantage.
Threat
Competition from other cellular giants.
Recommendations :
Recommendations Should develop its own customer service to save cost.
Should concentrate on rural markets.
Should have more international presence.
Conclusion :
Conclusion Airtel has applied great strategies and has always been one among the best in customer care by offering great services to the customers and major reason for its success are its innovative ideas and technology.