Mahendra Pratap Sharda Prasad SinghCollege of Commerce, Science and Arts

Bandra (East), Mumbai-400015

AirTel – Distributor Management System

Developed by:-

Sunil D. Shukla

Padmavati R. Tiwari

Jatin B. Upadhyay

PROJECT SUBMITTED FOR THE PARTIAL FULFILMENTOF

BACHELORS DEGREE OF SCIENCE ININFORMATION TECHNOLOGY

IN THE YEAR 2006-2007MUMBAI UNIVERSITY

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MAHENDRA PRATAP SHARADA PRASADSINGH COLLEGE OF ARTS,

COMMERCE & SCIENCE(Affiliated to the University of Mumbai)

Address: Plot No. 629/1243, Behind Teachers’ Colony,Address: Plot No. 629/1243, Behind Teachers’ Colony,

Bandra (East) Mumbai – 400 051Bandra (East) Mumbai – 400 051

CERTIFICATE OF APPROVAL FOR THE PROJECT ENTITLED

AirTel - Distributor Management System

Submitted By:

Sunil D. ShuklaPadmavati R. TiwariJatin B. Upadhyay

IN PARTIAL FULFILLMENT OF

BACHELORS DEGREE OF SCIENCE IN INFORMATION TECHNOLOGY

INTERNAL EXAMINER EXTERNALEXAMINER

1) Prof. Kavita Khadse

2) Prof. Madhavi Tullu

CO ORDINATOR PRINCIPAL

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Prof. Kavita Khadse Dr. Bindu Chowdary

Acknowledgement

With a deep sense of gratitude for the people who have helped us, we present our project “AirTel Distributor Management System” to facilitate the Daily Operations of the AirTel Zone Office at Ghatkopar.

We would like to thank our Principal Dr. Bindu Chowdary for her timely support in the completion of this project.

We extend our gratitude towards our co-ordinator Prof. Mrs. Kavita Khadse and Our Internal Project Guide Prof. Mrs. Madhavi Tullu.

We would like to express our appreciation and thanks to our External Project guide Mr. M.P.Shukla and Mr. Talibuddin Shaikh for his guidance and invaluable suggestions in completing and reviewing the whole project.

We thank almighty, all our faculty members and classmates who helped us at various stages of our Project.

Sunil D. ShuklaPadmavati R. TiwariJatin B. Upadhyay

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TABLE OF CONTENTS

Chapter Topic Page NumberChapter One 1. Introduction

1.1 Profile1.2 Current Working Procedure1.3 Problem Statement1.4 Solution Provided1.5 Scope of System

Chapter Two 2. System Analysis2.1 Software Requirement Specification2.2 Context Diagram2.3 Flow Chart2.4 Dataflow Diagram2.5 E-R Diagram

Chapter Three

3. System Design 3.1 Screen Layout 3.2 Reports 3.3 Tables and descriptions

Chapter Four 4. System Development 4.1 Hardware and Software specification 4.2 Justification for the Hardware and software Specification.

Chapter Five 5. Testing 5.1 Black Box Testing 5.2 White Box Testing

Chapter Six 6. Limitation of System

Chapter Seven

7. Bibliography

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COMPANY PROFILE

Bharti AirTel is one of the largest and rapidly growing Tele-communication Company with more than 18 operational circles in India. Bharti AirTel is conducting its GSM Cellular Operations with the Brand Name of AirTel. They are having their Technical Alliance with IBM. They also have their other businesses in Retail, manufacturing and Insurance. They Collaborated with Walmart Inc., USA for expanding their Retail business in India. Bharti AirTel is voted as 3rd most preferred employer for year 2003. They are continuously working under Six Sigma Management compliance for achieving Customer satisfaction and Customer Delight.

AirTel - Mumbai

Bharti AirTel is controlling its Mumbai Circle operation with their Head Office at MindSpace – Malad. They have further divided the whole Mumbai circle into 5 Zones. Each Zone has their own Zonal Office and they are operating their Sales and Marketing activities from Zonal offices for corresponding Zone. They Have Achieved the Six Sigma Certification for their enhanced customer service. They also have been voted, as Most preferred Mobile Operator in Mumbai for Year 2005-2006.

AirTel Mumbai has deployed the best talent from industry to their operations in Mumbai. They started their Operation in Mumbai in year 2002 and made their presence felt in just 6 months. Now, 4 and ½ Year down the line they are 2nd Largest Mobile operator in Mumbai in terms of Subscriber base. They are continuously working towards the customer satisfaction and achieving highest level of Six Sigma certification.

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Current Working Procedure

BUSINESS PRACTICE

BHARTI AIRTEL, MUMBAI is operating their Business in GSM cellular market with their Head office and Zonal offices across Mumbai. This software is made to facilitate the day-to-day operations of the AirTel Mumbai Zone Office (Hence forward will be termed as Zone office) and their Distributors.

After the TRAI (Telecom Regulatory Authority of India) guidelines that the All the Cellular operators of India must have to complete the Documentation (i.e. Address and identity Verification of the Customers who wish to buy a new prepaid or Postpaid connection) within 4 Days of New connection activation. For the Postpaid operations they have their dedicated team in place. But, as the Prepaid connections are been sold buy the retail outlets in Mumbai, It was very difficult for the Distributor and retailer to keep track of this documentation and complete the documentation within specified time frame.

BUSINESS DELIVERABLES AND THEIR EFFECTS

The Main Objective for the AirTel Zone office is to ensure the following points.

Once the physical SIM is delivered to Distributor (SIM Dispatch date), it should be sold in 90 days (starting from distributor receiving the physical SIM).

EFFECTS If SIM are not been sold within the 90 days period then SIM might expire

and it is of no use. Distributor will loose all the money he spend on buying that SIM

If the retailer sells the Address the SIM then and Photo Id proof should be collected and have to be delivered to AirTel appointed document verification agency within 4 days. This is the most crucial and important objective of this whole practice.

EFFECTS If documents are not been forwarded or not been accepted (because of

wrong documentation or wrong Prepaid Enrolment Form – PEF form filling), then Distributor will loose the commission for that SIM and will loose the money equivalent to profit of 4 SIM connection being sold.

According to new TRAI (Telecom Regularity Authority of India) guidelines – Every Telecom operator has to complete this documentation. Failing to this, will cost Telecom operator a huge penalties and they may also cancel the license of Telecom Operator for that operating circle.

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AirTel Zone executives Key Result Objective (KRO) is to ensure that this objective should be met. Failing to this may result in bad annual appraisal for him.

PROCESS LOGIC FLOW

Step – 1

Zone Executive will receive the Input file (In Excel File Format) from the AirTel Warehouse and check the following:

1. Random Checking of Excel File for correctness of data and physical SIM.2. Add new additional columns as Distributor and allocate the cases to Distributors

(Based on Company policy specified).3. Will ensure completeness of the Final file contents (i.e. Name of the Excel file

headers, Total Number of Headers, Blank rows or data etc.).

Step – 2

Zone Executive will make the Distributor wise separate Excel files and One Consolidated Copy for Zone office reference. Zone executive will forward the Distributor wise segregated files to respective Distributors. Same Physical SIM will be dispatched to him via AirTel warehouse courier.

Step – 3

Distributor will receive the Soft copy of SIM Dispatch data and physical SIM at his premises and will carry out the following activities.

1. Check for the SIM Dispatch date of all the physical SIM received.2. Match the soft copy (which was been send by Zone office as Excel file) and

Physical SIM to ensure that all the physical SIM are been received which are mentioned in Soft copy of SIM dispatch data.

3. Distributor will distribute the SIM among his Field operating staff for further sell the SIM to Retailers.

4. Distributor will make the note of all the SIM given to Field Operating Staff (FOS) for sales.

5. Field Operating staff (FOS) will sale the physical SIM to their allocated area.

Step – 4

Retailer receives the physical SIM and will further sale the SIM to customer. Once the customer has to purchase the SIM he will do the following activities.

1. He will do the FRC (First Re-charge) for the amount of customer had bought the SIM for.

2. Will ask the customer to fill the Prepaid Enrolment Form (PEF) and will check for the completeness of the PEF form.

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3. Will call distributor and request him for 889 activation1 of SIM.

4. Customer will make the FC (First Call) to AirTel Customer Care or any other number.

5. Will keep the PEF form with him. At the end of the day, Runner from the Distributor will visit him and collect the PEF forms. He will take the PEF form ready for submission to distributor. Check for completeness and will submit the PEF forms at AirTel appointed Document Service provider.

Step - 5

AirTel appointed Document Service provider will receive the PEF form and validate whether the document is valid or not. Feedback for the same reason will be uploaded at the AirTel’s Intranet Site which is accessible throughout the AirTel Mumbai circle. Once the Feedback is uploaded at the company site. The following activity is being done by the AirTel IT department at the end of the day (i.e. 00.00 Hours next day).

1. Generate the Text File report for all the cases that were been entered by Document Service provider with all the necessary attributes such as status and reason for rejection.

2. Generate the Text file report for all the cases that were been activated by Automated 889 activation Server.

3. Generate all the Cases where FRC was been done.4. Generate all the Cases where FC was been done.

All the above said reports will be generated and will be forwarded to concerned departments (Including AirTel Zone offices) by Next day morning (i.e. before 07.00 hours).

Step - 6

Zone Office will receive the above said report and will do the following activity.

1. Manually (In Excel) match these reports with SIM dispatch data.2. Generate the master file which will contain the overall status. 3. If the case is OK (i.e. SIM Dispatch date, FRC, 889 activation, FC and PEF

document submission is successfully done). Then will mark SIM dispatch data as OK otherwise will forward the Pending cases report to Distributors for high priority follow-up case.

Step - 7

This cycle will keep on repeating itself from the sales of SIM (When AirTel Zone sells the physical SIM to Distributors) until the SIM is been sold to customer or is been expired.

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1 For SIM activation Distributor (who had the Pre programmed Demo SIM which enable him to do some special functions as Balance transfer and 889 activation) will SMS the mobile number of the SIM to be activated to AirTel Switch room Number 889. Once the SMS is delivered to this number, System will automatically trigger the Automated activation event for that SIM and SIM will be activated.

Problem Statement

There are various problems that occur while managing the day-to-day operation and Doing the follow-ups. It is very difficult to manually keep track of this Process life cycle and keep the ends tied together. AirTel Zone executive also have to solve internal problems related to automated switch (889 activation failure in the switch or other technical problems due to System failure) and FRC.

Following are some main problems that were encountered in the current working procedure.

There is no security in the Excel database. No Proper Standard Operating Procedure in place to monitor the whole activity. Great amount of time and efforts required. No Practice in Place to track Distributors Cross selling. No Practice in place to track the Fraud of distributors. No management policy in place for timely resolution of customer complaints as in

current practice only those customers will get the resolution who are entered in the AirTel system (i.e. when Document Verification service provider is updating the AirTel Intranet site).

No policy in place to keep track of SIM expiry cases. No tracking of the cases where document is not been submitted but 889 activation

is done. No Tracking at distributors end that from where the 889 activation request is

coming from and is it a legitimate mobile number to activate? No Tracking of FOS field movement and sales. No Tracking of cases, which are been collected by runner from retailers. No tracking of the cases where 889 activation is done but No FC is been done

(This means that is not a genuine sale and retailer or distributor is forging someone else’s document and just activating the SIM for their target and commission).

No tracking of the cases where No 889 activation is done but PEF form is been submitted.

No Tracking of Distributors Field Operating staffs (There may be some complaints from the retailers and Zone is unable to solve them because they don’t know actually which FOS is operating in which area).

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It is very difficult for the Zone Executive to manually match up the daily AirTel IT generated reports with master SIM dispatch data and to make pending report for the distributor.

No Automatic Backup facility available to the users. Takes great amount of time to generate the daily, weekly and monthly

Performance report of the Distributors.

Solution Provided

The solution for the above said problems is system that will check for all the pre defined set of business logic and assist the AirTel zone office to identify potential problem in this whole cycle with minimum error ratio and higher target achieving ratio. This software tool must also provide the interface to manage the overall database and maintain the data integrity in effective and efficient way with minimum manual interventions. The ‘AirTel – Distributor Management System’ has the following capability to achieve the strategic fit for Company Policy and Process deliverables.

User Authorization. Role based Logging and Tracking Fraud Control over Distributor’s operations. Fraud Control over Retailer’s operations. No need to maintain the Different Excel data sheets Centralized database. Secured database. Timely back up and archiving of data. Data also can be re-loaded in the system. Data Merging and Database operations are faster and reliable. Faster Allocation of cases to field operating staff. Easy to manage the cases where follow-up is to be done. Any point of time one can generate overall Master File and Reports. Centralized distributors and retailer management. Automatic Backup facility. Distributor’s Work Force Management. Easy Functionality to generate the daily, weekly and monthly reports. Output Files are generated to Excel file Format (.xls) so easy to handle operations

and outputs.

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Scope of the System

The ‘AirTel – Distributor Management System’ helps the AirTel Zone and Distributor points to solve all the Problems that arise while performing their daily operations and completing all the mandatory compliances. It has its area of Functionality, beyond which ‘AirTel – Distributor Management System’ does not perform requisite operations which are out of its scope.

The ‘AirTel – Distributor Management System’ has following area of operation.

It can provide functionality for the AirTel Zone and Distributors – end only. User Based Logging – No backend data access is permitted. Automatic Backup – User has to ensure the Physical media backup. It can generate the various Reports and MIS based on the underlying data only. It can Import (Take Input as) the data from Excel File format – No other file

format is supported.

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Software Requirement Specification

Purpose of the document:

The Main Objective for the AirTel Zone office is to ensure the following points.

Once the physical SIM is delivered to Distributor (SIM Dispatch date), it should be sold in 90 days (starting from distributor receiving the physical SIM).

If the SIM is sold by the retailer then the Address and Photo Id proof should be collected and have to be delivered to AirTel appointed document verification agency within 4 days. This is the most crucial and important objective of this whole practice.

Distributor Management.

SIM Sales Movement Tracking.

Successful Sales without increasing the Lead-time for sales and document submission.

Adherence to Company Policy and guidelines.

Scope of the document:

The main aim of the project is to help the AirTel zone and distributors to track the process of SIM sales and submission of customers documents to AirTel appointed Document Verification Service Provider. This system also keeps the information of distributor, retailer, FRC, FC and 889 activation data.

Overview:

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This software is basically for the management of the Daily SIM sales of AirTel distributors and retailer with No process gaps. The software helps to add new record, to modify, to delete, to retrieve, to search for a particular record etc.

Product Function: With this software the AirTel zone will able to add any new area, details of Distributors, details of Retailers, Distributors Work force such as Field Runner, Field operating staff, Back end operating staff. They can import their excel file and store the data and to generate a report for the analysis.

User Characteristics:

The user of the system should have only some basic knowledge about computer operations. He/She needs not have any knowledge of different programming languages or back end RDBMS of system.

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PEF Team - AirTel(Document

Verification)

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889DataEntry

Automated Switch Dept. –

AirTel (FC is recorded)

Automated Switch Dept. 889 Team – AirTel

(SIM Activation Order takes place)

Automated Switch Dept. – AirTel

(FRC Recharge Order takes place)

AirTel Warehouse

Distributors

Retailers

Physical SIM & SIM Dispatch Data

Email Confirmation

SIM Dispatch Data

Reconciliation Report

Document Pending Report

889 Activation Report

FOS Delivers

SIM

Doc. Pending Report

Runner Collects

Doc.

SIM Sales

Customer Makes the First Call (FC)

First Recharge (FRC) By Retailer

I.T. Team – AirTel

(Generates FC, FRC & 889 Data)

SMS to 889 number for SIM Activation

SIM Activation Request

Document Submission to AirTel

889 Activation Report to Zone

FRC Report to Zone

FC Report to Zone

PEF Form Status

Report to Zone

Context Diagram

Flow Chart

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Bifurcate the SIM dispatch data among

all distributors

SIM dispatch data from AirTel warehouse

Send the data to respective distributor

Distributor receives the data and physical

SIM &further distributor them among retailer

Retailers receive SIM & keep them for sales

Start

IfSIM Received Date <= 90

Days

Yes

No

SI

M

RETURN

BACK

SI

M

RETURN

BACK

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Yes

No

If SIM Sales within 90 Days

of SIM Dispatch

A

Documents are sent to Document Team

IfDocuments

are OK? No

Yes

AirTel Intranet Site is updated as Document Accepted

AirTel Intranet Site is updated as Document Rejected

Runner verify the documents from the

distributor

Runner collect customer documents

from the retailer

Will do the FRC and request distributor to

activate SIM

A

Sales

D

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C

IT Team will access the Intranet Data and Generate the

889, FRC, FC and PEF Acceptance Report

IT Team will Forward the Report to AirTel Zone office

Import the Data into System for

Reconciliation

C

Generate the Document submission Pending Report and Send it to distributors.

Distributor will Import the Pending report into System.

Follow up of Pending cases with retailer

If (PEF submission

date - 889 activation date) <= 4 days

Receive the Pending document from

Retailer

No Pay outs to distributor for Non

compliance of Document submission

If Document is

submitted

Release the pay off and commission to

distributor (at end of month)

E

E

E

End

E-R Diagram

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D

Data Flow Diagram

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MSISDN NO

ZFRC

IMSIImport

Dt

ReFRC Check

eRetailer Name

SIMNOImport IMSSIMNO

IDt

FRC Check

MRetailer

MRetailer

Scheme

Recharge DatRecha

rge Date

e

Recharge TypRech

arge Type

e

Recharge

ZFClRecharg

e Value

ue

ZFCRetailer

AddrRetailer

Addressess

Retailer AddrReta

iler Addr2

2

Retailer AddrReta

iler Addr1

1

RetaFC Date

rRetailer Addr3

3

FC Exp DateDate

ExpCategory

Date

CatGRC Dateegory

GRC DatIMSI

e

IMSI

Retailer CodeRetailer Code

RetaileIMSI

eRetailer Code

IMZPefShel

lSI

ZPefShell

IMSIDistrStatus

NDistributor

Nameame

StatuRemarks

Remark

MDistributorMDistributor

Distributor

NDistributor

Nameame

Distributor

CDistributor Code

ode

Distributor

ADistributor

Addressddress

DistributorAdDistributorAd

dr1dr1

DiFC Check

ADistributor

Addr2ddr2

FC Check

889DataEntry

889DataEntr

y

ImportSim

DispatchData

ImportFC

Data

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Import889

activation Data

ImportFRC Data

RequestFor

Activation

AirTel Zone

ImportPEF

ReportImport

DistributorReport

Distributor

Retailer

Runner

SIMSales

Generate list for document submission

Customer

DocumentsSubmission

IT Team

PEF Team

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