Professional Documents
Culture Documents
PROJECT REPORT
ON
FACULTY GUIDE:
INDUSTRY GUIDE:
PROFESSOR
REGIONAL HEAD
PUNE.
1
BHARTI VIDYAPEETH UNIVERSITY, PUNE
CERTIFICATE OF COMPLETION
2
Date:
Place: Pune
DECLARATION
I, Vikas Thakran, hereby declare that this project report titled as “Market
Research for Analyzing The Potential Of Revamp/Repair Business With Old
Installation Of Blue Star Ltd.”, Focus- NATION CAPITAL REGION, is my
original work under the guidance of Mr. Deepak Jain, towards partial fulfillment of
the requirements for the MBA course of Institute of Management &
Entrepreneurship Development, Pune.
I also affirm that the information given in this report is materialized and
authentic.
Place: - Pune
Date: -
3
VIKAS THAKRAN
ACKNOWLEDGEMENT
First and foremost, I extend my deepest thanks to Mr. Deepak Jain for
giving me this opportunity to work in such a prestigious organization as well as for
giving me a wonderful live project. He has been a perfect guiding force and source
of inspiration throughout the tenure of the project. Without his constant guidance
and feedback, I would have never been able to complete the project in the manner
that I did.
I wish to express my gratitude to our director Mr. Nitin Nayak of IMED for
having offered me an opportunity to work on this project.
I also express my sincere thanks to Mrs. Rajeeta Dixit , my project guide and
to the Staff Members of Blue Star Ltd. who assisted me in completing this project
work.
Two months with Blue Star Ltd. has been full of learning and sense of
contribution towards the organization. I would like to thanks Blue Star Ltd. for
giving me an opportunity of learning and contributing through the project. I also
take this opportunity to thank all those people who made my experience a
memorable one.
4
SERIAL No. TITLE PAGE No.
CHAPTER-1 6
1.1 HISTORY 7-10
1.2 COMPANY PROFILE 11-12
1.3 PRODUCT LINE 13-24
CHAPTER -2 25
2.1 RESEASCH METHODOLGY 26
2.2 OBJECTIVE OF STUDY 27-28
2.3 RESEARCH METHOD 29
2.4 SOURCES OF DATA COLLECTION 30
CHAPTER - 3 31
3.1 DATA ANALYSIS 32-36
CHAPTER-4 37
4.1 FINDINGS & SUGGESTION 38-39
CHAPTER-5 40
5.1 CONCLUSION 41
CHAPTER -6 42
6.1 BIBLIOGRAPHY 43
TABLE OF CONTENT
5
CHAPTER – 1
HISTORY
6
1.1 HISTORY
Within three years, the Company secured the agency for US-based Melchoir
Armstrong Dessau's airconditioning equipment. Shortly after, the Company was
selected by Worthington, the US leader in airconditioning, as its India based
partner - these were the first of numerous foreign associations to follow.
An expanding Blue Star then ventured into the manufacture of ice candy machines
and bottle coolers and also began the design and execution of central
airconditioning projects. Then came the manufacture of water coolers. In 1949, the
proprietorship company set its sights on bigger expansion, took on shareholders
and became Blue Star Engineering Company Private Limited.
Ever since, there has been a constant and profitable growth. Blue Star diversified
and took up agencies for Material Testing Machines and Business Machines. The
export arena beckoned and the Company began exporting water coolers to Dubai,
where in fact, 'Blue Star' soon became the generic name for water coolers.
The sixties and the early seventies witnessed Blue Star continuing to expand and
thrive. A team of dedicated professionals aided Mohan T Advani in ever furthering
his vision of a profitable company dedicated to its ideals of professionalism and
7
success. Employee strength crossed the 1000 mark and the company went public in
1969 to become Blue Star Limited, as it continues to be called today.
As its Indian presence reached greater heights, the Company began building
determinedly upon its existing overseas presence, Blue Star set up a joint venture
with Al Shirawi in Dubai and went on to execute some outstanding projects in
Syria, Iraq and Saudi Arabia. To complement its airconditioning projects and
undertake turnkey industrial projects, an Industrial Division was set up in 1978.
Always moving with the times and ever on the lookout for business possibilities,
Blue Star next set up a software export unit at Seepz, Mumbai in 1983. Then came
associations with more global leaders - a collaboration with York International of
USA for central airconditioning equipment and joint ventures with Motorola and
Yokogawa.
In 1984, Ashok M Advani & Suneel M Advani, the sons of Mohan T Advani, took
over the reins of the Company, after spending nearly 15 years within the Company
steadily climbing up the ladder. A renewed thrust was placed on the company's
core business areas - airconditioning and refrigeration and the distribution of
professional electronics equipment - and the company emerged a market leader in
these focus areas.
In keeping with this focus, an advanced manufacturing facility was set up at Dadra
in 1997, in technical collaboration with Rheem, USA, to enhance manufacturing
competency. Today it bears the distinction of being regarded as the best such plant
8
India-wide. The dealer network was strengthened and expanded to bring products
within easy reach of every customer.
With the advent of the much awaited new millennium in 2000, the action
continued. The software unit was spun off into a separate company, Blue Star
Infotech Ltd., the export of airconditioning products from the Dadra factory began
and contract manufacturing for local and foreign brands commenced. A new
Corporate Vision was developed - "To deliver a world-class customer experience".
Every employee is determined to follow this vision and keep their organization a
competitive and forward-looking one.
Blue Star crossed the Rs. 500 crore milestone in 2000 and the Rs. 600 crore
milestone in 2002-03. With the boom in construction activity and increased
infrastructure investments, the Company leveraged its leadership position to grow
aggressively. In the following three years, the Company nearly doubled its
turnover, clocking Rs 1178 crores in 2005-06.
Even more than size, Blue Star enjoys an enviable reputation as an ethical
corporation, ever mindful of its obligations towards customers, shareholders,
dealers, business partners, employees and the environment in which it operates.
"To deliver world class customer experience", has been the core philosophy of
Blue Star. The Manufacturing division of the company also aspires to be of world-
class caliber.
Blue Star's foray into manufacturing was a modest effort at producing ice candy
machines in the 1940s, at first from a small office in Forbes Street at Colaba in
Mumbai. It was only in the mid 1960s that Mohan T Advani expanded Blue Star's
manufacturing base by buying a factory in Thane, then a distant suburb in Mumbai.
The second plant was built in 1980 in Bharuch in Gujarat to manufacture water
coolers, deep freezers and bottle coolers.
In the late 1990s with the software boom driving the economy, investments in
manufacturing sector were dwindling. Manufacturing facilities started become an
unviable proposition. As a result, a lot of manufacturing units had to be closed
down. However Blue Star management was convinced that manufacturing would
be an important driver in the value chain and was important for the company to be
successful in the longer run.
9
A new and exciting chapter began with the inauguration of a world-class factory in
Dadra in July 1st, 1997. The project at Dadra was incorporated with state-of-the-art
technologies, quality standards and manufacturing process with consultations from
Rheem USA.
After the success of Dadra, Blue Star has been able to transplant the manufacturing
philosophy and attitude to the other factories at Thane and Bharuch as well.
With the addition of Himachal Plant in 2005, which was built with in-house
expertise, Blue Star has been able to meet the increasing market demand. Himachal
plant has the advantage of scale of operations and also enjoys tax benefits.
Wada facility is the most recent one set-up by the Company. With a plot size of
around 36 acres, this facility is planned to eventually be Blue Star’s largest
manufacturing facility. Wada factory is a state-of-the-art facility and follows
world-class manufacturing practices.
Blue Star's five modern manufacturing facilities coupled with a robust product
development team and a significant contribution from the original equipment
manufacturers and export market has given Blue Star a cutting edge in
manufacturing.
10
1.2 COMPANY PROFILE
Blue Star is India's largest central air-conditioning company with an annual
turnover of Rs 2556 crores, a network of 29 offices, 5 modern manufacturing
facilities, 700 dealers and around 2600 employees.
Blue Star has business alliances with world renowned technology leaders such as
Rheem Mfg Co, USA; Hitachi, Japan;, UK; Thales e-Security Ltd., UK; Jeol,
Japan and many others, to offer superior products and solutions to customers.
Blue Star primarily focuses on the corporate and commercial markets. These
include institutional, industrial and government organizations as well as
commercial establishments such as showrooms, restaurants, banks, hospitals,
theatres, shopping malls and boutiques. In accordance with the nature of products
and markets, business drivers, and competitive positioning, the lines of business of
Blue Star can be segmented as follows:
Fact Sheet
11
Electro Mechanical Projects and Packaged Airconditioning
Systems
This comprises central and packaged airconditioning as well as electrical projects.
The central and packaged airconditioning business involves design, engineering,
manufacturing, installation, commissioning and support of large central
airconditioning plants, packaged airconditioners and ducted split airconditioners.
In addition to this, Blue Star promotes after-sales service as a business, by offering
several value added services in the areas of upgrades and enhancements, air
management, water management, energy management and LEED certification
consultancy for Green Buildings.
The Company also executes building electrification contracting projects and offers
expertise in the areas of electrical design and engineering, supply and installation
of entire power systems as well as liasioning, approvals, commissioning and asset
management.
Cooling Products
Blue Star offers a wide range of contemporary window and split airconditioners.
The Company also manufactures and markets a comprehensive range of
commercial refrigeration products and services that cater to the industrial,
commercial and hospitality sectors. These include water coolers, bottled water
dispensers, deep freezers, cold storages, bottle coolers, ice cube machines and
supermarket refrigeration products.
For over five decades, the Electronics Division has been the exclusive distributor
in India for many internationally renowned manufacturers of hi-tech professional
electronic equipment and services, as well as industrial products and systems. The
Company has carved out profitable niches for itself in most of the specialized
markets it operates in, such as analytical instruments, medical electronics, data
communication products, material testing, and test and measuring instruments.
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1.3 PRODUCT DETAIL OF BLUE STAR
Central Airconditioning
• Screw Chillers
• Scroll Chillers Room Airconditioners
• Double Skin Air
Handling Units • Window Airconditioners
• Fan Coil Units • Split Airconditioners
• Packaged Acs • Cassette Airconditioners
• Hiper Packaged Acs • Verticool Split Acs
• Hisen Packaged
Acs • Concealed Split Acs
• Ducted Splits
• Vrf Systems
Commercial
Refrigeration
• Deep Freezers
• Ice Machines Cold Storages
• Water Coolers
• Modular Cold Rooms
• Flexi Water Coolers
• Refrigeration Units
• Bottle Coolers
• PUF Insulated Panels
• Milk Coolers
• Bottled Water • Ripening Chambers
Dispensers
• Supermarket
Display
13
Speciality Cooling
Products Exports
PRODUCT INFORMATION
FEATURES
14
• Long Life
• Advanced Fan Motor
• 3-Speed Cooling
• Inner Grooved Condenser
• 4-Way Air Distribution
• Capacities: 0.75TR to 2TR
Remote Features:
• Digital Display
• Electronic Thermostat
• Programmable Timer
• Backup
• Sleep Mode
• Quick Start*
Blue Star, leaders in central airconditioning, also bring you a state-of-the-art range
of split airconditioners that suit corporate, commercial and residential needs
15
3.CASSETTE AIR CONDITIONER
Blue Star's cassette airconditioners not only look contemporary, but are also
extremely quiet and installation friendly. They blend beautifully with stylish
interiors by virtue of their excellent looks, fit and finish. Their compactness and
ability to distribute cool air uniformly in four directions without ducting make
them an ideal choice where it is not practical to have a ducts for air flow (due to
structural constraints such as low cross beams).
Features
16
A versatile air-conditioning solution for large commercial spaces such as open-
layout offices, showrooms and banks particularly when
you need it in no time.
Features
17
Apart from being reliable and trouble-free, the unique low noise feature makes it
the quietest in the category. Its low height makes it easy to conceal, offering a
central airconditioning look with higher head room. A big bonus when wall and
floor space is limited.
Features
This product offers you the ease of installation of a non-ducted AC even while
giving you the power of a ducted system. These units adapt themselves to any
space, even those with low height ceilings. The flexible design not only allows
freedom in layout and design, but also means economical, speedy ducting
solutions. These can be installed in residences, clinics, eateries, commercial spaces,
offices, shops and many more other locations.
Features
18
• Available in a standard diameter of 200 mm, with fiberglass insulation of 25
mm or without insulation.
• Easy-to-connect to supply air grilles and diffusers.
• No sheet metal fabrication work at site.
• Low operating cost
• Reliable and energy efficient Copeland compressor.
• Galvanized steel, pretreated and polyester powder-coated sheet metal for
long life and corrosion-free operation.
• User-friendly Corded Pendant Controller offers fuzzy logic operation.
All airconditioning and refrigeration systems, like any other machine, depreciate
with time. And if not properly maintained, they progressively lose efficiency,
consume more power, and drain your profits.
The good news however, is that you can recover most of that lost efficiency
through regular maintenance. Studies show that with regular tune-ups a unit will
maintain up to 95% of its original efficiency. This means that the cost of a periodic
tune -up is recovered very quickly in savings on your monthly power bill and
reduced running and repair costs.
19
Blue Star, India's largest airconditioning and commercial refrigeration company,
has been providing expert cooling solutions for over six decades. Blue Star
provides you with the finest and most comprehensive range of services, to take
care of your airconditioning system. With our experience and expertise, we
optimize your system and ensure maximum energy efficiency, perfect air
distribution and provide superior indoor air quality.
Blue Star has the largest pool of qualified and trained airconditioning and
refrigeration engineers. Company has a wide network of channel partners all over
India and across the globe to meet customer requirements. We understand the
geography and have complete knowledge of the application and customer profiles
20
Blue Star’s Corporate Social Responsibility (CSR) philosophy is built on three
pillars namely
• Environment protection
• Energy conservation
• Community development around its facilities.
In its efforts towards community development around the Company’s facilities, the
Company has initiated and sponsored a study in the villages around its Wada Plant
to understand the immediate needs. Vocational training and health emerged as
pressing needs in this underdeveloped region. Blue Star has sponsored the
vocational training courses offered by an NGO, KSWA in Wada. This centre was
set up to support a vocational training initiative for school and college dropouts to
make them employable contributing members of their families and communities.
Regular visits by the Company’s employees have aided in technical support to
KSWA for conducting the courses.
In addition to the above CSR efforts, the Company sponsors various philanthropic
activities through its Trust, Blue Star Foundation, which has been supporting
several activities in the areas of children education and healthcare apart from relief
measures in national calamities.
21
OUR STRENGTHS
• TRAINED PERSONNEL:
Our engineers and technicians are intensively trained to handle the costly,
sophisticated airconditioning equipment.
• PRIORITY SERVICE:
All customers who opt for our annual service solutions are offered priority
service, so that your calls get attended quicker and the system is up faster.
• PREVENTIVE CHECKS:
• GENUINE SPARES:
By opting for our service solution, you are assured of genuine spares that
will go a long way in ensuring high uptime for your system.
• EXTENDED LIFE:
Genuine Spares and regular maintenance help in extending the life of your
system.
• SEASONAL SETTINGS:
In summer, you would prefer lower temperatures and when the climate is
cold you often feel the need to change your settings to higher temperatures.
Before the onset of a season, our engineers calibrate the airconditioning
system to suit.
Services
22
Why is it important to service your air-conditioning and refrigeration system?
All air-conditioning and refrigeration systems, like any other machine, depreciate
with time. And if not properly maintained, they progressively lose efficiency,
consume more power, and drain your profits.
Without regular maintenance an air conditioner loses its original efficiency steadily
every passing year. It is common knowledge that these inefficiencies accelerate in
the absence of adequate monitoring and maintenance. Thereby, causing a lot of
inconvenience.
The good news however, is that you can recover most of that lost efficiency
through regular maintenance. Studies show that with regular tune-ups a unit will
maintain up to 95% of its original efficiency. This means that the cost of a periodic
tune -up is recovered very quickly in savings on your monthly power bill and
reduced running and repair costs.
Standard services
At Blue Star, you will find a wide spectrum of Service Solutions to meet all your
requirements. Apart from the Standard Maintenance solutions, we also offer
premium value added services for your critical needs:
This contract includes labour for only routine preventive maintenance and
attending break downs. The spares and consumables are separately charged
for.
• Operating Contracts:
This is a pure labour contract. The operators are stationed for single, double,
round the clock or 365 days shift, depending on your needs. They regularly
monitor the operating status.
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• National Customer Service Number: 1860 266 6666
• Alternate Toll-Free no: 1800 209 1177
• Dealer / Associate Toll-free Number: 1800 209 1133
• SMS facility: Send “Service” to 57007
• Email: customerservice@bluestarindia.com
Name
Address
Telephone
E-Mail
Product Purchased
Invoice Details
Name of the dealer
24
CHAPTER - 2
RESEARCH METHODOLOGY
25
2.1 RESEARCH METHODOLOGY
In every aspect of project which is designed on the basis of some observation and
research is made with adapting particular methods and techniques .while doing the
research it is necessary that every information should be unbiased and not
prejudiced based on truth and veracity.
So for every project a proper methodology should be used which can minimize our
efforts and give us the maximum output with optimal use of the resources.
Quantitative research is used to measure how many people feel, think or act in a
similar manner about company and products. These surveys tend to include large
samples. Structured questionnaires are usually used incorporating mainly closed
questions - questions with set responses. There are various vehicles used for
collecting quantitative information but the most common are personal interviews.
2.2 OBJECTIVE
26
Research objective
To know the performance and after sales services provided by the company are up
to the mark or not. Focus- NCR.
(d) Maintaining and adding value to the brand image in the market.
To know the performance and services during my project was confined to National
Capital Region only. It covers most of the Big, Medium and Small scale industries
and corporate offices of NCR. The sample size of my survey is 50 companies.
Survey of companies is very much beneficial to the organization. Only an
understanding of the relevant markets can help in analyzing of marketing
opportunities and device suitable marketing strategy accordingly. In order to meet
competition at the market place, the marketing managers are using various
methods to add final value to the final products, which will reach to the hands of
consumers. This means in the ever changing marketing environment, there is
growing concern to go for a careful study of the behavior.
Market Research will help the company to increase the knowledge of different
brands available in the market. With the help of the topic company will know what
are the strengths, weaknesses, opportunities and threats in the market and which
are the areas in which company is lacking.
RESEARCH METHOD
27
1. Observational.
2. Market Survey.
SAMPLING PLAN
Sampling Procedure
Method of Contact
1. Personal Interview
2. Mail Survey
28
2.3 SOURCES OF DATA
The primary data are those, which are collected afresh and for the first time and
thus happens to original in chapter i.e. they have no past record. Primary was
collected through interview, questionnaire and schedules etc.
The secondary data are those which have already been collected by someone else
and which already had been passed through the statistical process. Secondary data
was extracted from various published materials like magazines and newspapers to
support the additional information.
(a) Newspapers
(b) Magazines
(c) Internet
29
2.4 METHODS USED FOR DATA COLLECTION
Both Primary and secondary sources were used for data collection.
1. Questionnaire Method:
Based on the prepared list of the closed –ended question help to collect the
data of the company .Questionnaire helps to find the market potential, customer
satisfaction survey and also the competitor’s analysis.
2. Observation Method:
Using the observation method for data collection it’s also help to find out
possible result for the research. Some companies are not ready to give the data
so based on the observation finding the data.
30
CHAPTER - 3
DATA ANALYSIS
31
DATA ANALYSIS:
VERY GOOD
GOOD
NOT SATISFIED
Interpretation: - when I asked about the after sale services feedback of blue star AC
than the response of the respondents is quite good.
32
Customer Satisfaction about the Relation maintained by the dealer of
BLUESTAR
SATISFACTION LEVEL
HIGHLY
SATISFIED
SATISFIED
NOT SATISFIED
Interpretation:- when I asked about the customer satisfaction regarding about the
relation maintained by the dealer of blue star than the response of rspondents is
58 % satisfactory , 17 & are highly satisfactory & 25 % not satisfied.
33
PRODUCT PERFORMANCE
PRODUCT PERFORMANCE
EXCELLENT
VERY GOOD
GOOD
POOR
Interpretation:-
The product performance was found quite well as the data representing.
34
AVAILABILITY OF SPARE PARTS IN THE MARKET
AVAILABLE
MOST
AVAILABLE
HARDLY
AVAILABLE
NOT AVAILABLE
Interpretation:-
Out of 100 customers 19% of the customers are saying that the spare parts of
BLUE STAR are easily available in the market. 47% of the customers believe that
spare parts are mostly available in the market. 27% says that they are hardly
available in the market and rest of the 7% says that the spare parts are not available
in the market.
35
CUSTOMERS WHO ARE PLANNING TO SWITCH TO OTHER BRANDS
Series1
PLANNING
0 20 40 60 80 100
Interpretation: - The fifth graph shows the no. of customers who are planning to
switch to other brands. 13% of the customers are planning to switch to other brands
and rest 87% are going to continue with the same brand.
36
CHAPTER-4
FINDINGS & SUGGESTION
37
4.1 FINDINGS:
Interpretation 1: The first graph shows the satisfaction of the customers about
service after sales. 23% of the customers said very good to the service whereas
15% said not satisfactory and 62% said the services are good.
Interpretation 3: The third graph shows the product performance. Out of 100
customers 11 said it is excellent, 17said it is very good and 57 said it as good. 15
customers said it gives poor performance.
Interpretation 4: Out of 100 customers 19% of the customers are saying that the
spare parts of BLUE STAR are easily available in the market. 47% of the
customers believe that spare parts are mostly available in the market. 27% says that
they are hardly available in the market and rest of the 7% says that the spare parts
are not available in the market.
Interpretation 5: The fifth graph shows the no. of customers who are planning to
switch to other brands. 13% of the customers are planning to switch to other brands
and rest 87% are going to continue with the same brand.
38
4.2 Recommendations/ Suggestions:-
• BLUE STAR Ltd. should provide some basic instruction manual and
support on internet as well to protect the product. So that the appropriate and
healthy use of product increases the life of the products.
• Company should talk with those customers who are not happy with
company’s service and try to sort out their problems.
• Service man should show some attention towards the customer problems
and should solve it in given time period. So that client doesn’t face any
problem.
39
CHAPTER- 5
CONCLUSION
40
5.1 Conclusion:-
• The customers are satisfied with the service and that BLUE STAR Ltd.
has successfully understood the service requirement of client and dealer.
They are also happy because BLUE STAR Ltd. takes care of client’s
product even after warranty period with some nominal charges.
• But BLUE STAR Ltd. should take care about their service center location
because they believe that service center is located interior.
• Support person’s attitude towards customer and dealer’s are fine. They
are very helpful with customer. But customer have some doubt about
knowledge of support person but I believe that knowledge of support
person is fine but they have to check the product properly before they
deliver the product.
41
CHAPTER-6
BIBLIOGRAPHY
42
6.1 BIBLIOGRAPHY
1. RESEARCH METHODOLOGY
C.R. KOTHARI
2. MARKETING MANAGEMENT
3. www.wikipedia.com
4. www.bluestarindia.com
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Annexure
QUESTIONNAIRE
Address:-
……………………………………………………………………………..
Contact No.:-
…………………………………………………………………………
Email ID.:-
……………………………………………………………………………
Question 1:- How has been the performance of your Blue star Machine?
Question 2:- Now after so many years,are you facing any problem with the
machine?
A. Yes B. No.
A. Yes B. No.
Question 4:- Would you like Bluestar to quote for any Minor/Major
Repairs/ replacement in your notice?
44
A. Yes B. No.
Question 5:- If need arises, would you prefer to Buy Bluestar Machine again?
A. Yes B. No
Question 6:- Do you feel the need to replace any of your air conditioning
Question 7:- Do you have the plan to expand your air conditioned space and
A. Yes B. No
Question 8:- Do you feel that your heat load has increased and needs to be
Rechecked?
A. Yes B. No
Question 9:- In case the heat load is increased, would you to for additional
machine?
A. Yes B. No
Question 10:- What should be the convenient time to contact you for above
objective?
45
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