Airtel Mobile Services looks at B2C type of clientele. For airtel, apart from individual retail segment small and medium enterprises also come into B2C category. Only the large enterprises are catered through the Enterprise Division which is centrally driven from the corporate office in Gurgaon. Idea In case of mobile services, the organisation structure at the top level is divided by function and not by business units as in the case of airtel.
Airtel Mobile Services looks at B2C type of clientele. For airtel, apart from individual retail segment small and medium enterprises also come into B2C category. Only the large enterprises are catered through the Enterprise Division which is centrally driven from the corporate office in Gurgaon. Idea In case of mobile services, the organisation structure at the top level is divided by function and not by business units as in the case of airtel.
Airtel Mobile Services looks at B2C type of clientele. For airtel, apart from individual retail segment small and medium enterprises also come into B2C category. Only the large enterprises are catered through the Enterprise Division which is centrally driven from the corporate office in Gurgaon. Idea In case of mobile services, the organisation structure at the top level is divided by function and not by business units as in the case of airtel.
Sales and Distribution Management Submitted By: Group 5 Ankit Choudhary 221024 Anupam Sharma 221030 Aman Rawat 073004 Ankit Gupta - 073006 Zaid Ahmed 073008 Devina Jain 073015
Table of Contents
Organization Structure ....................................................................................... 1 Sales Organization ............................................................................................. 2 Territory Design ................................................................................................. 4 Skill Set Required for Sales Staff......................................................................... 5 Recruitment and Selection Process .................................................................... 6 Training Methods............................................................................................... 7 Compensation Structure .................................................................................... 8 Prospecting and Reporting with Degree of Sales Force Automation .................. 9 Mobile Services Group 5
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Organization Structure Airtel
Mobile Services looks at B2C type of clientele. For Airtel, apart from individual retail segment small and medium enterprises also come into B2C category. B2B category looks after the B2B business for all lines of business including Mobile Service. Only the large enterprises are catered through the Enterprise Division which is centrally driven from the corporate office in Gurgaon. Idea
In case of Idea, the organisation structure at the top level is divided by function and not by business units as in the case of Airtel. Chairman & Managing Director CEO (India & South Asia) President - Mobile Services President - Enterprise Division President - Telemedia Services Business Director - DTH Services Director - Network Services Group Directors - Other Support Groups JMD & CEO (International Business Group) Managing Director Director Operations COO Assistant Vice President - Service Delivery Assistant Vice President - Network Services Assistant Vice President - Finance Sales Head Assistant Vice President - Markting Assistant Vice President - HR Mobile Services Group 5
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Sales Organization Airtel
Circle CEO Sales Head Zonal Business Manager - Mobile Services Zonal Sales Managers - Prepaid Territory Managers Sales Officers Zonal Sales Manager - Postpaid Territory Managers Sales Officers Zonal Business Manager - DTH Zonal Business Manager - Network Services Group Mobile Services Group 5
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Idea
Sales Head Postpaid Sales Head - Region Zonal Business Manager Area Sales Manager Territory Sales Manager Sales Executive Prepaid Sales Head - Region Zonal Business Manager Area Sales Manager Territory Sales Manager Sales Executive Customer Interaction Management Service Excellence Service Centre Mobile Services Group 5
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Territory Design Airtel India has 22 telecom circles which have been created by Department of Telecommunications. To operate in these circles, license is issued by Department of Telecommunications. Airtel has a presence in each of the circles. Internally Airtel has redefined these circles into 13 circles instead of 22. These circles are further divided into zones and zones are further subdivided into territories. These territories are defined on the basis of geographic area and the market potential. Idea Idea also has a presence across all the 22 circles. These circles are divided into zones and further subdivided into territories. The sub division is of circles into zones is on the basis of geography.
Mobile Services Group 5
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Skill Set Required for Sales Staff Airtel Sales staff supervisors and managers consider various skills as must have for their sales executives. Most of these skills are also the skills which sales executive consider to be important but there lies a difference in the priorities. SKILL SET REQUIRED FOR SALES STAFF (SUPERVISORS VIEW) SKILL SET REQUIRED FOR SALES STAFF (SALES EXECUTIVES VIEW) Ethical Assertive nature Good Communicator Perseverance Relationship Oriented Conviction Patience And Perseverance Communication Skills Product Knowledge Product Knowledge Knowledge Of Market Knowledge of Market Competitors Knowledge Competitors Knowledge Conviction Patience Empathy Enthusiasm Analytical Skills Self Confidence
Along with the above mentioned, the following competencies are also assessed during appraisal and promotions Resource Management Rational Decision Making Ability to Influence Creative Thinking Ability to Develop Business Mobile Services Group 5
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Idea The skill set requirement for Airtel and Idea sales executives remains the same. There is a mismatch in requirement viewed by sales staff against the requirements viewed by supervisors as was also seen in case of Airtel. Recruitment and Selection Process Airtel For recruitment, Airtel tries generating a pool of applicants. This pool is created through various sources like Applications obtained from the data bank of Airtel where direct application are received from time to time Recommendations from Consultancy firms Recruitment drives in various colleges References Internal recruitment for higher positions Idea In case of higher positions in sales domain, Idea gives more importance to Job Sites and Campus Recruitments whereas for field executives method of direct applications is used. Mobile Services Group 5
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Training Methods Airtel Once any employee is inducted in the organisation, he/she goes through an orientation program. The aim of this program is to familiarise and employee with different aspects of the organization and also to inform the employee about the basic mission, vision and core values of the company. This program also focusses on inculcating a sense of oneness amongst all its employees. The orientation program depending on the level at which the employee has been employed at can vary from a week to a month. After the orientation program various sales stints are organised. In these stints, the employee shadows a sales executive to learn what actually happens in the field and see the kind of challenges one faces. During this time, there are no targets that have to be met. These stints again vary from 2 weeks to 3 months. After such stints, the employee is sent to a particular division which might not necessarily be the division the employee will eventually be working in. Here the employee gets on the job training by working on a level lower than the level he/she has been employed for. This process happens in a neutral territory. After On the Job Training, employee is sent to his/her own business unit and territory at the position for which he/she has been employed. Other training methods are used to continuously train the employees throughout the year. Such methods include Special Training Sessions Team Building Activities Problem Specific Trainings Product Knowledge Sharing Sessions Idea Idea has two Training Centres in Delhi/ NCR Region based in Sarita Vihar and Noida respectively where training sessions are conducted on monthly basis. Training sessions are conducted for New Joinees for one month Training sessions and a 5 days Refresher training for current employees are conducted regularly. Moreover, the Employees could register themselves for Training session whenever they feel the need for training sessions. Mobile Services Group 5
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Compensation Structure Airtel Airtel follows a fixed + variable type of compensation structure. Variable component varies from 20% to 30% of the CTC and the remaining is the fixed component. Apart from the CTC, Airtel also has sales incentive plans. These are short term in nature and are often aimed at few parameters, typically 5 in number. Bigger fixed component instils a sense of stability and variable component motivates the employees to give in their best and achieve the maximum sales possible. Incentive plans bring in a sense of competition and because of them being short term in nature also increases motivation in these times. Focus is not lost due to these incentive plans as they normally have 3-5 parameters on which the performance is judged. The variable pay and sales incentives are based on achievement of sales targets. There is a cap of on achievement of 150% of sales target till which the variable pay keeps increasing but beyond 150% no additional amount is paid. It is the Zonal Business Managers responsibility to set targets in such a way that achievement should be between 90-110% of sales target. In case there is under achievement or over achievement the Zonal Business Manager has to relook at the targets. Idea Idea follows the same structure of Fixed + Variable Pay. In case of Idea variable pay is more or less in the form of compensation where it is dependent on the number of sales. Variable pay can be earned by achieving sales in different segments like Sim Activation Retailer Targets Porting Recharge and Coupon Collection The variable component is between 20-25% of CTC. Mobile Services Group 5
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Prospecting and Reporting with Degree of Sales Force Automation Products and services are available directly to customers via various retail stores and Airtel stores. The primary work in terms of prospecting is to choose the right kind of distributors and retailers and to keep a track of the kind of sales they do on daily basis. The sales staff is supposed to create daily activation, suspension and deactivation reports. Continuous validation of activation, suspension and deactivation reports take place to ensure accuracy in reporting. Channel reporting is another important aspect to understand which channels of sales are performing better and the kind of products to be pushed through. Sales and customer tracking software are used for sales force automation and improvement of lead generation. Sales reporting systems are used to analyse the market trends and buying behaviour of customers. This in turn helps to promote the right products and plans in various zones.