mbmp airtel case group 5

8/7/2019 MBMP Airtel Case Group 5

1/13

Submitted by: Group 5Charu Chopra

Meghna Gupta

Ravneet NarangSiddhant Tewari


2/13

Consumer comes first

Invested heavily in infrastructure to provide

world classnetwork

Delivering performance and customersatisfaction

Core objective:making a difference to the lives of people


3/13


4/13

Capture customerexperience, monitorpeople and partnerperformance

Enhance Customerloyalty

improve brand health

Measure compliance oneach Customer touch

point

Listen to the customerconstantly

CustomerCustomer ComplianceCompliance

ExperienceExperienceLoyaltyLoyalty


5/13


6/13

People, process and the systems

Key performance indicator: Benchmarking against the competition

and against best performing circlesof Bharti

Airtel


7/13

We never want profit at the cost of the customers or their

satisfaction.

Customer Satisfaction comprisesof:

Products and services Price and value

Brand and image

Contact and experience

Gauging customer satisfaction from regular FGDs, round table

meetings with front end employees, and other policies.

Customers must feel that Airtel is rooted in the real world and is

working for them

promise made, promise kept


8/13

To ensure ownership and accountability: Track of employee satisfactionscore and Customer satisfaction

score

Performance linked Salary

Strong emphasisonP

erformance management system

Bharti Airtel 4Ps People

Passion

Performance

Productivity (Process)

Made toMarket measurement System where growthand performance parameters are measured vis-a- vismarket trends. So, targetsset are realistic.


9/13

Domain knowledge Based

Having Sufficient resources and beingEfficient in handling them

All customers are important

Developing economies- Low GDP per

capita


10/13

Investing in talent

Generating fresh ideas and being innovative

KeepingEntrepreneurial spirit alive

Investing in enhancing processes to manage &leverage scale

Building a brand that is loved and admired

To be the first time right will be critical


11/13

Returnson

Investment

Not

invention but

Innovation

Fresh Ideas and

Strategy

Edge over

competitionCustomer Focus

Product Delivery:Reach

Process

Excellence

Structured

organization

Management

Aggressive

strategy

ROI for all stakeholders

Brand Building

Appease the customer, not just satisfy


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ContinuousProcess

Development

Customer Delight

Measurement Framework

Loyalty

Customer

Expectations

Compliance

with

processes


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mbmp airtel case group 5

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