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Satisfying internal customers could be described as a company's ability to generate genuine teamwork among all departments in the organization: sales, marketing, credit and receivables, manufacturing, distribution, packing and shipping, quality, production planning, etc.; and to instill in every individual the constant awareness that customer service is everyone's business. This description emphasizes the importance of customer service as an organizational responsibility. However, too often, a single department in a vertically structured organization is held accountable for apparent customer service failures that, for the most part, originate outside that department's responsibility and are beyond its control. Many organizations are finding that teams are a way to improve communication and service customers more effectively. Needless to say, teamwork doesn't just happen, because people want it to. Usually management translates a mandate into a system in which all participants have specific responsibilities to perform and standards to meet responsibilities designed to generate the desired levels of service at the least cost. Most of the companies in the globe have been continuously involved in the process of identifying internal customer’s satisfaction towards service they received in the company. When all the departments serving in a realizing way the company should be enhanced effective production level, serve efficiency, attract more customers and also strengthening good relationship and communication of employees. The measurement of the internal customer’s satisfaction is a hard task which provides a quantitative baseline for comparing results and enables fact-based decision making. Most large companies recognize the importance of measuring and monitoring internal customer satisfaction. Those that continue to avoid the concept are primarily enterprises that have not adopted management practices necessary to leverage service delivery fully. Typically, a company committed to treating its internal service users as customers holds a similar commitment to measuring their satisfaction with the delivery of those services. Customer satisfaction measurement is not a core service for most business units, functions, or even dedicated internal service delivery groups because it is not something they are under contract to provide as part of service delivery. The process of collecting customer satisfaction data, as with most any other type of data collection, is a low-value activity The potential for high value-added activity occurs after
the information is collected, when it is possible to assess what the data means, what analysis is needed, what needs to be done differently to improve action planning and continuous improvement, and learn how to move the enterprise forward. Measuring the satisfaction level in terms of needs and expectations is a comprehensive study of organization for better business performance. Employees such as top level managers, middle level managers, supervisors and engineers have their needs and expectations for products and services in work place many organizations typically emphasized on satisfying needs and expectations to increase the profit and enhance the image of the organization in the market. We look at the global condition has become so competitiveness and rushing towards globalization in this situation every organization aggressively starts acquiring market share and expanding their empire to the entire world by satisfying employees needs and expectations.
Statement of the Problem:
For any organization, employees act as the strong pillars upon which promises of quality products and customer satisfaction can be built. The responsibility does not end with the hiring of employees but it rather becomes necessary to focus on the internal customer satisfaction regarding potential work process, their needs and expectations, improvement opportunities in the work process and inter-relationship with suppliers and external customers for better product and service performance on effective management carried out.
Objectives of the Study:
➢ To determine the level of satisfaction required within the organization through
survey of internal customers.
➢ To measure satisfaction level of internal customer with respect to needs and
expectations about the working conditions.
➢ To identify opportunities for improvement in work process. ➢ To determine process potential and develop action plans for better service.
➢ To identify the appreciation of inter-relationship between the internal customers and suppliers.
Sources of data collection:
Primary Data Secondary Data
Primary data is collected through observation, questionnaire and interviews. Interviewing different department heads to find suitable methods of identifying the areas where it needs changes.
The secondary data is those which have already been collected by someone else and which have been passed through the statistical process, product profile and company profile are secondary data which have been used for this project.
It is a procedure of using small number units of a given population as a basis for drawing conclusion about the whole population. Sample is a subject or some part of the population and the purpose of sampling is to estimate some characteristics of the population.
A sampling size for the study is 46 employees; this includes tool makers, supervisors, managers, technicians, engineers and staff of production department, marketing department, HR department, accounts and finance department in NTTF Ltd.
Limitation of the study:
➢ The study is restricted only to NTTF IPL Bangalore. ➢ Only sample size of factory employees was taken up to arrive at the possible conclusion. ➢ Findings and conclusion drawn out of the study are based on response from the employees. ➢ Time constraints are another limiting factor which leads to get feedback only from limited member of people. ➢ Frequent visiting to the various departments and collecting information was not possible.
2.1 TOOLING AND MACHINE INDUSTRY:
Machine tools are heavy, power driven machinery and equipment that perform specific action on materials like metal and plastic. The most common job these machines are used for include material removal (turning, milling, drilling, grinding, water jet or laser cutting); materials forming (stamping bending, joining); and work holding (chunks, fixtures, clamps, blocks). The majority of this equipment is technical in nature, with computer numerical control (CNC) or programming logic control (PLC) built in.
The tooling and machinery industry is critical to our countries economic health it makes possible the existence of virtually every other manufacturing industry. Tooling is basically the means of production. Special tooling such a dies and moulds, is custom design and made to manufacture specific products, generally in quality and to desired level of uniformity, accuracy interchangeability and quality. Machining involves the use of wide variety of machine tools to cut or form materials usually metal, to precise shapes and dimensions. The computerization of industry is leading to rapid improvements in existing machinery tool products lines and development of new products. The shortage of skilled labor and relatively high cost of labor are driving the demand for machine tools with greater flexibility that is programmable to replace or reduce the need for more sophisticated operators.
2.2 INDIAN AUTO COMPONENTS INDUSTRY:
The Indian auto ancillary industry has come a long way since it had its small beginnings in the 1940’s. The evolution of the industry is traced in India; it can be classified into 3 distinct phases namely: period before 1983, period after 1983 and period post liberalization. The period before 1983 was characterized by small number of auto majors like Hindustan Motors, Telco, Bajaj, Mahindra and Mahindra. The entry of Maruti in 1980’s marked the beginning of the second phase of the industry. The auto ancillary industry in the country really showed a spurt in growth during this period. This period witnessed the emergence of new generation of auto ancillary Manufactures, who were required to meet the stringent quality standards. It was during this period that auto components from India began to be exported. The entry of foreign automobile manufactures ranging from Mercedes Benz, Ford, Daewoo following the government liberalization the foreign investment limits saw the beginning of third phase of evolution of industry. The auto ancillary industry witnessed huge capacity expansions and modernization initiative in the most liberalization period. Technological collaborations and equity partnership with world leaders in auto component became a common affair. However the global automobile majors soon realized the folly of their estimations in India. The market did not seem to be as big as it appeared to be. Hence sales targets went away. The tough competitive scenario saw a lot of consolidation in the industry and still continues unabated.
The global automotive component manufacturing industry is estimated to have a market size of around $1 trillion. Ford Motors, Delphi Corporation, Caterpillar, Cummins, International Truck and Engine Corporation and General Motors (GM) are some of the leading global auto component manufactures of the world. With importation of components worth $69 billion a year, the US stands at the top of the auto component markets the world over. The main auto component manufacturing hubs in India are situated in Chennai, Pune and Gurgaon. The magnitude of the Indian auto component manufacturing industry stands at Rs.25,000 crore ($5 bn approx.). Though relatively small, the Indian automotive component manufacturing industry due to a huge talent pool of skilled automotive engineers and access to the latest technologies has a great potential to emerge as a big player in the near future. According to the Automotive Component Manufacture’s Association of India (ACMA), the domestic Indian auto component manufacturing industry is heading for a whopping 18% growth in the coming years compared to the export market which is estimated to reach $2.7 bn by the year 2010. Lacking the required infrastructure, the India auto component manufacturing industry falls away behind the major global players in terms of production capacities. Due to this fact, it also lags behind other nations in getting large manufacturing orders. Or even if it manages to get one, it ranges below the $100 mn mark, which is considered a mere figures as per the automotive industry standards. Though striving to better its standards, the Indian auto component manufacturing industry has registered a robust growth in the recent past. The three main factors providing impetus to this industry are the ever increasing domestic automobile industry (twowheelers, commercial vehicles and passenger cars). The aftermarket sales and servicing industry and the outsourcing of component manufacturing to India and China by the global titans to cut down on their cost of productivity and thereby laughing all the way to the banks. To improve upon the auto component industry in India, the need of the hour is to focus on its competitiveness, learn the best manufacturing practices, be quality conscious and at the same time inculcate a prompt delivery culture.
2.3 AUTOMOTIVE COMPONENT INDUSTRY:
India's automotive components industry is the most lucrative sector for foreign direct investments. Hundreds of collaborations foreign direct investments have been made in recent years and there is tremendous potential for more. Markets are huge and growing both within India and overseas.
• • •
It presently incorporates a total investment of more than US$1.2 billion which is expected to rise to US$2.7 billion by the end of the year 2000. The market is worth US$2.3 billion at present and this is expected to touch US$9.4 billion in 2001. Automotive components manufactured in India are of top quality and used as original components for vehicles made by such top international companies as General Motors, Mercedes, IVECO and Daewoo among others.
Automotive products made in India have a huge overseas market in addition to the domestic market. The number of vehicles manufactured in India is expected to rise from 3 million annually to 5 million by 2000. This will increase domestic demand for automotive components.
Japanese and British component manufacturers are already operating jointventures in India. American companies which have, or are planning to, set up plants in India include Delphi (an automotive components division of General Motors USA), Delco Electronics, Textron and Magna International of Canada.
The Automotive Components Manufacturers Association (ACMA) represents this sector in India.
2.4 COMPONENTS AND ANCILLARIES:
The Indian auto component and ancillary industry is one of the front runners for grabbing the global auto component outsourcing market, estimated to be worth US$700 billion by 2015. The Indian automobile components industry has come a long way since the country’s economic liberalization which opened up the sector in the early 1990s. From a quiet supplier of low-value components to the domestic aftermarket, the industry has transformed itself into a global hub for sourcing a range of high-value and critical automobile components. The industry is the darling of many global auto makers such as GM, Toyota, Ford, Volkswagen, etc., who source auto components worth millions from India. In fact, the industry is one of the front runners for grabbing the
auto components outsourcing market estimated to be worth US$700 billion by 2015. However, the journey is not smooth. The industry accounts for only 0.4% of the US$1.2 trillion global components industry as against competitors like China (1.2%) and Mexico (5.9%). It is up against challenges such as lack of good infrastructure, increasing input costs, etc. which could impede its growth.
Rising costs of automobile manufacturing in the West coupled with benefits of sourcing from India such as low cost (which saves the automobile manufacturers about 25 to 30%) etc. have been instrumental in driving Western automobile manufacturers to source auto components from India. Apart from the growing demand from the global markets, the domestic automobile market boosted by the tremendous increase in domestic demand, is also contributing to the growth of the auto components industry. The demand led to increase in production capacity. According to the Automotive Component Manufacturers Association of India (ACMA), domestic components production increased by 15% from 2004-05 to US$10 billion in 2005-06. It recorded a compounded annual growth rate of 20% between 2000 and 2005 and is expected to grow to US$18.7 billion by 2009. Meanwhile, exports increased by 28% in 2005-06 to US$1.8 billion from the previous year with Europe and North America respectively accounting for 36% and 26% of the total auto components exports from India. The Indian auto components industry is one of the fastest growing manufacturing sectors which is both forward and backward integrated with other engineering and manufacturing divisions in the country. The industry has about 500 organized players (registered with ACMA) which account for more than 85% of the country’s production and another 5000 in the unorganized sector. AUTO COMPONENT INDUSTRY-STATISTICS 2003-04 (Value in US $ Million) Turnover Exports Imports 6730 1274 1428 8700 1692 1902 12000 2469 2482 15000 2873 3328 18000 3615 4938 2004-05 2005-06 2006-07 2007-08
Investment Export as % of Turnover
Source: pdf of Automotive Component Manufacturers Association of India (ACMA)
COMPANY PROFILE OF NTTFIPL 3.1 BACKGROUND AND INCEPTION OF NTTF:
NTTFIPL with a history of nearly four decades developed core competency in industrial Tooling press tools, moulds, dies etc. being an integral part of the NTTF, which has a heritage of providing training in tools die making. The company diversified into Automotive Electrical products (switches and controls) in the year 1987. The NTTFIPL won the prestigious award of “Best Indigenous Technology for the year” instituted by the automotive Components Manufactures Association of India.
MILESTONES OF NTTF IPL:
1959 : NTTF established first Training Centre in Kerala.
1959-99: NTTF established six more training centers in India with total student strength of over 1000 per year. 1994 : NTTF goes spun off its commercial activities as a Public Limited
Company-“NTTF Industry Limited”
: NTTF entered into joint venture with “Aisin Seiki”, Japan Company.
2008-09: The Company changed its name as “NTTF Industries Private limited”
3.2 NATURE OF BUSINESS CARRIED:
1. Design and Manufacture of Precision Press Tools, Injection Moulds, Compression/ Transfer Moulds, Die casting Dies, Jigs, Fixtures, Gauges, Test Equipment and special purpose Machines. 2. Manufacture of Sheet Metal pressed parts, Injection/Compression Molded parts.
3. Design, Development and Manufacture of auto electrical items (multifunction
Combination Switches, Distribution boards-Fuse and Junction Box, Fuse and Relay Box, Hidden Switches, Panel Switches, etc.) 4. Manufacture of Sub-assemblies for customer Durables and Electronic equipment. 5. Manufacture of sophisticated Electronic assemblies for professional grade/consumer application at our Electronic Centers, which is equipped with modern facilities.
3.3 VISION MISSION AND QUALITY POLICY:
Vision statement of NTTF IPL “We will achieve our Business Growth by delighting customer through Total Quality Management by a motivated team of people practicing Effective Facilities and Resource Management Processes, World Class Manufacturing Systems, Strategic outsourcing and continuously endeavoring to meet social commitments” Mission statement 1. Developing visionary and participative leaders who are role models culture and excellence. 2. Technological excellence of our world class products, services and manufacturing processes for retaining our leadership in the market. 3. Listening to customer needs, understand and integrating them into products and services for building and enhancing customer loyalty.
4. Real time planning open communication and systematic approach in managing
5. Ethical business practices and fairness in all our dealings to build a sound corporate image. 6. Empowering individuals and teams to perform reward good performance and recognize the doer’s pride. 7. Involvement of people through team work to solve problems and implementation of growth related projects. 8. Clarity of roles, responsibility, accountability and authority of every individuals enabling them to carry out challenging tasks and create job satisfaction. 9. Our people displaying integrity, result orientation and ethical behavior, positive attitude and commitment to purpose. 10. Learning from facilities, building core competencies and capabilities of individuals and creating a positive organizational culture. 11. Discharge our social commitments through projects for the betterment of society at large. Quality policy We will achieve and exceed customer satisfaction by continuously innovating and improving the processes in the realization of products and services. ENVIRONMENTAL, OCCUPATIONAL HEALTH AND SAFETY POLICY: We, at NTTF Peenya, will strive towards providing a safe and Healthy Environment in all spheres of our Activities, Products and Services. We are committed to: Optimize utilization of resources by reduce, reuse and recycle concepts. Initiates actions towards prevention of environmental pollution. Minimize health and safety hazards. Comply with all applicable environmental, occupational health and safety legislations and other requirements. Set and review objectives and targets towards continual improvement of our EOHS performance. OBJECTIVES OF NTTF The management of NTTF IPL has established the quality objectives. • Ensuring the companies goals for customer needs and satisfaction.
• • • • • •
Respect and recognition for customer. Providing right tools and environment for all activities. Committed to quality in all the suppliers and services. Providing training and up gradation of knowledge and skill employees. Ensuring safety and health of company’s employees. Adopting of fair business practices.
3.4 QUALITY ASSURANCE:
○ NTTF IPL is ISO 9001:2000 certified by BVQI to UKAS and ANSI-RAB Requirement. The quality system operates within an Apex Manual and Departmental Quality Assurance Procedure. ○ The quality assurance division is supported with measuring instrument capable of ensuring the stringent requirements of automotive and engineering product and tooling. ○ The inspection of any item shall be carried out based on the written work instruction, check and applicable statistical process control technique for “CriticalTo-Quality” characteristic. ○ The company is operating in assessing the quality levels in PPM (Parts Per Meters) and has met the PPM requirements of various customers. ○ NTTF IPL has been rated as one of the best Suppliers due to its consistent performance of achieving quality, delivery and price expectation of various customers. Hallmark of NTTF IPL success to meet the expectation was its capacity to design and develop quality products performing to international standards/specification and meet strict processes. To ensure quality reliability NTTF IPL uses in-house as well as accredited lab facilities to carry out stringent test for qualification of product. NTTF IPL makes its own reliability test for validation of its products; every product is rigorously and thorough tested for its
reliability with help of test rigs and other sophisticated equipment before giving the stamp of approval.
3.4.a QUALITY CONTROL
Both the manufacturing facilities located at peenya, Bangalore and Vellore are certified for ISO 9001:2000 as per UKAS and ANSI RAB by certifying registrars BVQI. ISO:TS-16949 certification pre-audit completed and certification audit scheduled within a span of six months. Emphasis is laid on every single item made by NTTF IPL to maintain the quality standards by a team of trained quality assurance engineers. Quality assurance division is equipped with sophisticated measuring and test equipment.
3.5. ACTIVITIES OF NTTF LTD.
NTTF Ltd has completely involved with below activities. Design Tool manufacturing Component manufacturing Product development
3.5.a. DESIGN (ISO 9001 CERTIFIED)
NTTF IPL is equipped with competent product design and development, as well as, tool design departments with qualified and highly experienced engineers. NTTF IPL employs advanced computer aided designs and software packages to engineer its products. NTTF IPL is also equipped with state of the art. Rapid prototyping facility based on SLS technology (selective Laser Sintering). Through this process, prototype samples suitable for functional trials can be obtained development work. using digital 3D models of proposed product/part/NTTF IPL also has facility to extract digital data applications in design and
3.5.b. TOOL MANUFACTURING (ISO 9001 CERTIFIED)
NTTF IPL is equipped with the state-of-the-art machines for manufacture of high precision tools, which is an essential pre-requisite to manufacture quality products. NTTF IPL tool rooms are one of the leading tool rooms in the country for manufacture of press Tools, Injection/compression Moulds, Die casting dies, Jigs, fixtures and Gauges,
other than meeting its captive requirement, NTTF IPL also make tool for the Indian engineering and automobile Industries.
3.5.c. COMPONENT MANUFACTURING (ISO 9001 CERTIFIED)
NTTF IPL has in-house facilities for manufacturing of plastic and sheet metal components, with the latest Molding Machines and Presses installed at NTTF IPL, supply of precision sheet metal and plastic components is catered to a variety of industries, as per customer supplied design also.
3.5.d. PRODUCT DEVELOPMENT (ISO 9001 CERTIFIED)
Design and development of quality products confirming to International
standards/specifications and process quality control in manufacture to ensure reliability of the products have been the hallmark of NTTF IPL’s success. NTTF IPL uses in-house, as well as, accredited laboratory facilities to carry out stringent tests for qualification of products NTTF IPL makes it s own Reliability Test Rigs for validation of its products. Every product is rigorously and thoroughly tested for its reliability with the help of these tests Rigs and other sophisticated equipment before giving stamp of approval.
3.6 PRODUCT PROFILE:
The company manufacturing two kinds of products are “Tools” and “Automotive electrical modules.” Automotive electrical components have been manufacturing by using particular tools. 3.6.1.NTTF IPL PRODUCT RANGE Types of Tool manufacturing. • • • • • • • Press tools Injection Die casting die Jigs Fixtures Gauges Test equipment and special purpose machine
Types of Automotive electrical module.
• • •
Combination junction box Central locking system(Manual & Remote) Fuse and junction box(Central Distribution Board) Fuse and relay box Switch air blowers Hidden Switches Handle Bar Switches Manufacturing of sheet metal pressed parts Fuse, multifunctional combination switches
• • • • • •
The above products are explained below.
SHEET METAL: The Component Manufacturing Division (CMD) at NTTFIL has a fully fledged Press Shop with presses ranging from 5T to 315T. COMPRESSION MOLDING: The Component Manufacturing Division (CMD) at NTTF IL has a fully fledged molding machines ranging from 30T to 180T.
3.6.1.b. AUTOMOTIVE ELECTRICAL MODULES
Under this section, the company manufactures the following items• • •
Combination junction box Central locking system(Manual & Remote) Fuse and junction box(Central Distribution Board) Fuse and relay box Switch air blowers Hidden Switches Handle Bar Switches
• • • •
The use of above electrical modules are explained in detail below 1.COMBINATION SWITCH ASSEMBLY:
Manufactured using state of the art technology the ergonomically designed, steering column mounted combination switches have been indigenously developed NTTF IPL. Features:
Wiper low speed and high speed within built electronic module for intermittent
wiper sweep control. Wind shield mash (spray/control). Friction indicator with self cancellation. Head lamp, low beam and high beam dimmer parking and parking light controls. Hazard warning switch. 2. CENTRAL LOCKING SYSTEM: The latest, easiest, safest, way to lock your car and go. A popular international concept, manual and Keyes (remote) are introduced in India by NTTF IPL. It locks all doors automatically when driver’s door or the front passenger side doors is locked from inside or outside. Economically priced and easy to install, this system can be fitted all new generation cars. Preciously timed motor control using micro motors, PCB mounted relays in the control module and precision plastic gears encased in an engineering plastic housing contribute to ensure. Every CI’s passes through stringent in-process quality checks. Upgraded version of the product with failure like remote control and security alarm are also available. 3. FUSE AND JUNCTION BOX: As the name indicates it house all electrical junctions in the car electrical system. These system cables from the battery are routed through the fuse to various roads like head lamps, tail lamp, flashes, wiper, washer, backing light, blower switch, hazard lamp, ignition switch and any other accessories. This assembly is analogous to multilayered printed circuit board. The various layers of Copper Bus Bars (conducting trade) are housed between plastic insulation plates with matching grooves for the conducting bus bars, the same bus bars are formed into tabs to function as terminal for the input and output leads 10,15,20 amp capacity fuse are provided for various electrical functions. 4. FUSE AND RELAY BOX:
As the name indicates, this is a product which acts as the main electrical fuse box of car electrical system. It facilitates easy replacement of Fuses in case of failure by using this system; tracing of major electrical problems becomes easier as the main Electrical Systems of the car have been branched through separate fuses. The Fuse and Relay Box is located in the finder apron panel in the Engine Compartment. This is fastened to the body by Screws. Relays, which control the accessories of the Engine, Air-conditioner etc, are conveniently located in the box. 5.HEATING VENTILATION AIR CONDITIONING CONTOL PANEL MODULE WITH SWITCH AIR BLOWERS: This is a product developed for the premium car segment mounted on the instrument panel; it is used for air conditioning, heating temperature, ventilation as well as different ventilation parts of the air inlet into the passenger compartment. 6.HIDDEN SWITCHES: These are switches used for applications like, park brake indicator-light, Stop lamp, contract holder (male and female) to establish between Door and Doorframe particularly in sliding hatch doors, etc. as the name suggest, they are hidden in the vehicle and perform key functions in ensuring safety and comfort to the user of vehicles. 7.SWITCHES FOR TWO WHEELERS: Handle bar switches and neutral indicator switches. The switches perform the following functions. • • • • • • • Head light ON/OF Dim/Dip Horn Side indicator Neutral Position Indicator (for gears) Engine start Choke lever
3.7. DEPARTMENTS NTTF LTD
The following departments are the strong pillars for the show of business.
Marketing department Stores department HR department Finance and Accounts departments
3.7.1 PRODUCTION DEPARTMENT:
Production department is concerned with the conversion of inputs into outputs by using technology and manpower. Production plays a crucial role in the success of NTTF IPL. OBJECTIVES OF PRODUCTION DEPARTMENT • • • • To fallow up the daily production schedule as per plan. To cover the deviation of any from the standards. To upgrade technical efficiency of production. To maintain co-ordination relationship with all other departments.
Production department of NTTF IPL can be subdivided into five main branches according to their function. 1. Tool room department 2. Component manufacturing department 3. Product assembly department 4. Tool maintenance department 5. Plant maintenance department 1.FUNCTIONS OF TOOL ROOM DEPARTMENT (TRD) • • • • Carry out subcontractor activities. Manufacturing of tools as per customer requirement. Ensure timely tool assembly. Interaction with machine shop, subcontract CNC TDD.
2.FUNCTIONS OF COMPONENT MANUFACTURING DEPARTMENT (CMD) • • •
Manufacturing to the specified standards, meeting the quality and delivery objective. Control CMD documents. Process control activities of CMD. Production planning activity pertaining to CMD.
3.FUNCTIONS OF PRODUCT ASSEMBLY DEPARTMENT (PAD) • • • Advanced production quality planning for component. Control PAD documents. Maintenance inspection tests status, identifying training needs for subordinates.
4.FUNCTIONS OF TOOL MAINTENANCE DEPARTMENT (TMD) • • • Tool maintenance, corrective and predictive activity. Check list of preventive maintenance and preparing scheduling. Modification or rework according to customer requirement.
5.FUNCTIONS OF PLANT MAINTENANCE DEPARTMENT (PMD) • • • Preventive and break down maintenance. Controlling of machines. Periodical check of electrical and mechanical system.
RAW MATERIALS: Strips of aluminum brass copper, phosphorus, bronze etc. these are being used in press shop. Engineering plastic materials both natural and reinforced resins such as polyacetyls, polycarbonate, polyamides, acrylic thermostat resin as urea formaldehyde, phenols, polyesters etc. were processes in the molding shop.
3.7.2. MARKETING DEPARTMENT:
PLANNING INCHARGE OFFICE
Marketing is typically seen as the task of creating, promoting and delivering goods and services to consumers and business. Marketing is a human activity directed ass-satisfying
human drives and wants through processing of goods and services from producers to consumers.
Responsibilities of Head Marketing
➢ Members of management Review meeting. ➢ Collection of data regarding the quality and operational performance of the
competitors. ➢ Monitoring the delivery performance of all the manufacturing activities.
➢ Getting feedback on customer satisfaction level, and monitoring trend in
Responsibilities of Marketing Manager
➢ Co ordinate between manufacturing division of units and the customers. ➢ Ensures job card, product, briefs, contract review, copies and acceptance of orders are sent to the respective units.
➢ Review of the customer feedback.
➢ Reply to the customer queries. ➢ Monitoring the delivery performance. ➢ Sending the customer satisfaction format and follow up. ➢ Preparation of estimates for tooling components and products.
➢ Sending the reminders on quotations sent to customers and follow up for order.
Responsibilities of Secretary and Typist
➢ Maintenance of following registers ➢ Incoming mail, enquiry, Quotation, tooling order and all the correspondence.
➢ Sending and maintaining information of letters fax, and telephonic massages to a
received from customer. ➢ Typing of all the acceptance of order quotation, regret letters and generate correspondence and ensuring these are mailed in time. ➢ Typing all the monthly statements collection [advances] plans.
➢ Maintaining all hard copies of all report and document.
The following are the domestic customers of NTTF Ltd.
OE customers of NTTF
• Bajaj Tempo Ltd., [MUV]
• • •
Hindustan Motors Ltd.,[passenger cars] Eicher Motors Ltd.,[HCV, LCV] General Motors India Limited [passenger cars] LML Ltd., [scooters and motor cycles] Maruti Udyog Ltd., [passenger cars sedans, MUV, VAN] Mahindra & Mahindra [Full range of jeeps MUV, LCV] Reva electric car co. [electric car] Tata motors Ltd [MUV, SUV, LCV, & passenger cars] ABB Ltd Avanti Kopp Electricals Ltd Carbone Lorraine Madras Pvt Ltd Crompton Greaves Ltd CTR Manufacturing Industries Electrex Power Tools Ltd GEC Alsthom India Ltd High Energy Batteries Ltd JKM DAE RIM Automotive Ltd Kulkarni Power Tools Ltd
• • • • • • • • • • • • •
OVERSEAS CUSTOMERS OF NTTF IPL
CUSTOMER Clermont plastics Elco corporation Electrolux Sidel Lear Corporation COUNTRY USA USA Brazil France USA
HISTORY OF SALES [DOMESTIC AND EXPORT]
SL.NO. 01. YEAR 2000-2001 DOMESTIC SALES [IN MILION RS.] 238
EXPORTS. [IN MILLION RS.] 6.00 [EGYPT]
DOMESTIC SALES [IN MILION RS.] 244
EXPORTS. [IN MILLION RS.] 17.00 [U.K, THAILAND,U.S.A,GER MANY] 0.20 [GERMANY] 0.08 [GERMANY]
03. 04. 05. 06. 07
2002-2003 2003-2004 2004-2005 2005-2006 2006-2007
260 328 441 408 418
3.7.3. STORES DEPARTMENT:
Goods should be stored properly so as to protect them from damage, deterioration, theft etc, so special care should be taken to safe fraud of materials. The stores department should be located near the material department and it is desirable to have an efficient and
well equipped stores department to exercise an effective material control to advice losses from misappropriation, damage, deterioration, evaporation and carelessness.
Chart of Store Department
FUNCTIONS OF STORES DEPARTMENT IN NTTF IPL ➢ Receipt of goods in to stores. ➢ Protection and preservation of materials. ➢ Issue of materials to the required departments ➢ Checking in the invoice with materials received notes and purchased order in respect of
➢ Proper stocks of materials received.
➢ To maintain proper stocks of materials. ➢ To maintain proper records and accounts. Following documents are being maintained by stores department in NTTF
A. Purchase reposition
B. Stores Order C. MRN (material receipts notes)
D. DC/DA (delivery channel / dispatch advice 23
E. GIR (goods inward receipts)
A. Purchase Requisition
It is a statement issued to the stores department which contains details like stores department which contains details, like item no, description and specification no, Average monthly consumption, purchase Rate and remarks them. Purchase requisition is signed by head of the department, chief stores officer and manager stores officers.
B. Stores Ledger
The stores ledger is maintained by the costing department and this contains an account for every item of stores and makes a record of the receipts and balances, both in quality and value.
C. MRN [Material Return Notes]
The material receipts notes are taken to the purpose of accounting, because posting into the ledger. But in NTTTF first this MRN was being maintained but present it is not being maintained by the stores department.
D. DC/DA [Delivery channel /Dispatch advice]
This delivery channel is used for sending the material for job work and return and as well as Dispatch advice is used for selling the finished goods to the customers.
E. GIR [Goods Inward Receipts]
This report is given by the material department to the A/C it includes GIR No, Date, supplier’s name and address, purchases order no, description of materials, Quality of material. This quality of material certified is signed by the stores keeper/chief stores keeper.
Types of Stores in NTTF IPL
Generally so many types are in any manufacturing co. But in NTTF IPL has mainly 5 types of sores are there which have been mentioned below with brief explanation. a) Raw material stores
b) Consumable stores/loose tools stores 24
c) Standard parts stores d) Machinery spares parts stores e) Finished goods stores
a) Raw Material Stores
The following items comes under this stores Strips of steel, Aluminium, Brass, copper phosphor Bronze used in the press shop, engineering plastic, filled resins, such as polyacetyls, polycarbonate, polyamides, acrylic, Epoxy, polyester etc.
b) Consumable Stores
The following items comes under consumable stores Nutt bolds, screws, packing materials, pigments [colours] safety items [mask, ear play, shoes etc] pipe fittings, punches, and washers clamps oil and Greece.
c) Standard Parts Stores
Labels Inserts, Barings, springs. These all items are come under slandered parts stores.
d) Machinery Spare Parts Stores
The following spare parts come under machinery spares parts stores. Twin set packing, valves and oils, V belts, Heaters, Thermocouples, spare kits, push buttons, hydraulic fittings, etc.
e) Finished Goods Stores
After completion of the all the stages of production finally the products are stored in finished goods stores like combination switch, central locking system, Fuse and relay box, etc.
3.7.4. HR DEPARTMENT:
Human resource management means employing the people, developing their resources, utilizing, maintaining, and compensation their services. Human resource is a management function that helps manager to recruit, select, train, and develop the members for an organization, HR is a important department of an organization, all the major activity in working life of workers from the time of his / her saves comes under purview of HR,
specifically the activity included are HR planning, job analyzing and job design, recruitment and selection, orientation and placement, training and development, performance appraisal and job evaluation, employee and executive remuneration, motivation and communication, welfare, industrial relationships etc. In every organization HR management is necessary because of the following reasons. a) To achieve an effective utilisation of human resources in the achievement of organizational goals. b) To establish and maintain a desirable working relationship among all the members of the organization.
c) To generate the maximum individual/group development within an organization.
OBJECTIVES OF HRM
➢ To create and utilize an able and motivated work force, to accomplish the basic
➢ To establishes and maintain sound organizational structure and desirable working
relationship among all the members of the organization.
➢ To secure the integration of individual and groups within the organization by
coordination of the individual and group goals with those of the organization.
➢ To create facilities and opportunities for individual or group development. ➢ To attain an effective utilization of human resources in the achievement of
➢ To identify and satisfy individual and group needs by providing adequate and
equitable wages, incentives, employee benefits and social security.
➢ To maintain high employee morale and sound human relations. ➢ To provide training and development programs. ➢ To provide an opportunity for expression and voice in management. ➢ To provide fair, acceptable and efficient leadership. ➢ To provide facilities and conditions for work for maintaining stability of
employment. FUNCTIONS OF HR DEPARTMENT IN NTTF a) Recruitment (Both internal and external) b) Training and development ( 6 months ) c) Promotions d) Transfers (between Bangalore and Vellore)
e) Reward and incentives f) Bonus (8.33%) g) Increments (50to100)
EMPLOYEES IN NTTF IPL PERSONAL
WORK MEN SUPERVISORS MANAGERS SENIOR MANAGERS TOTAL
450 129 37 11 627
249 75 26 7 357
201 54 11 4 270
3.7.5. FINANCE AND ACCOUNTS DEPARTMENTS
FUNCTIONS OF FINANCIAL DEPARTMENT
1. Functions of finance concurrence and miscellaneous bills section:
construction of recruitment or selection of employees. Verifications of proposals. And send these proposals to senior manager of finance. Responsibility of miscellaneous bills. Preparing daily cash book Making miscellaneous receipts and payments Every month preparing trails balance Preparing consolidated balance sheet of all branches Receiving materials Preparing goods received note Inspection of store Making payment of explosive • • • • • • • • • •
1. Functions of cash and compilation section:
1. Functions of Inventory section:
1. Functions of conduct auction:
• • • • • • • •
Responsibility to conduct auction Preparing tender notice and control of it Negotiation with contractors Payment of salaries Computation of material Payment of wages Time recording of employees Computation of overtime wages etc
1. Functions of Payroll section:
3.8. OWNERSHIP PATTERN:
As the company is a private company the shares are held by the board of directors. The BOD’s of the company are chairman, Mr.R.Ramanjan, Directors Mr.N.Venkataramani, Mr. A.S.Lakshmanan, Mr.R.Shrinivasan, Mr.Sarosh J, Mr.R.Rajagopalan, Mr. Reghurajan.
SI NO. 1. 2. YEAR 1995 2000 QMS ISO 9001 and 2002 QS 9000 Obtained certification from BVQI Manual and procedure were restricted to meet the requirement of QS 9000 Under progress.
ISO 4001/OHSAS 18001 EOHSEnvironment occupational health and safety.
EXTERNAL AWARDS AND RECOGNITION:
SI NO. 1. 2. DESCRIPTION OF AWARDS Zero PPM ACMA Awards PURPOSE YEAR
2003, 2004, 2005 & 2006
Indigenous Development 1996 Awards For Fusion Junction For Maruti Esteem Car and 2004
Best Supplier awards for Cost, Delivery Toyota Quality
Study involves the survey of internal customers satisfaction in the company concentrated on managerial workers, supervisors, divisional head of tool room department, engineers, technicians of tool design department, component manufacturing department, tool maintenance department and product assembly department; tool designing department.
a) MANAGERIAL WORKERS:
All those persons who have authority over others are responsible for their activities and of an enterprise as managers in an organization. Even the corporate general manager, department head, personnel administrator, planner or co-coordinator is in fact a manager although many of them do not supervise but are on to the board of management. Executive training and development is an attempt to improve the managerial performance by imparting knowledge, changing attitudes or increasing skills.
The people in the organization are very dedicated and work towards growth of the company. The workers are specialized in their response field of work. NTTF IPL continually monitors the employees based on performance various department and identify the training needs to be given for the employees and for enhancing the skills of the employees and for enhancing the skills of the employees the training program to enhance and develop working skills and their basic values.
c) SUPERVISOR WORKERS:
Staff needs training most for they form a very important link in the chain of administrators. The training programs for supervisors must be tailor made to fit the needs of the undertaking. They should be technically competitive with a view to enable them to know and understand all about the process and operation in which the workers participate, includes: Supply necessary reading material, job rotation holding staff meetings, visits to other industrial units participation I n the work of the other departments.
d) DIVISIONAL HEAD TOOL ROOM DEPARTMENT:
Employees of tool room department are back bone for the company in the role of manufacturing tools as per design standards and they are mainly deal with these functions. Manufacture to the specified standards meeting the cost, quality and delivery objectives. Member of interface meeting and management review committees. Control of TRD Documents.
Maintain the list of approved vendors/ Sub-contractors (R&A). Organize assessment. Approval of new vendors/Sub-contractors. Evaluate performance of vendors/Sub-contractors. Development of sub-contractor quality system. Monitoring the delivery performance of the sub contractor. Review of purchasing documents and Approval of PO(R&A). Control of customer supplied products pertaining to TRD. Upkeep of production equipments. Production planning and process control activities pertaining to TRD(R&A). Ensure Identification of materials at all stages. Disposition of non-Conformance. Evaluate the need and taking corrective and action for product and system nonconformances. Ensure proper and safe storage and handling all materials. Control of Quality records of TRD. Identify the Training needs of the subordination. Delivery of Tools to customers and meeting to committed delivery schedule.
e) ENGINEERS/TECHNICIANS/CMD, TRD UTILITIES (MECHANICAL & ELECTRICALS):
Engineers, technicians, supervisors engaged in manufacturing and evaluating of mechanical and electrical components in the company. They are deal with supervising and guiding maintenance crew in attending to lubrication, break down and preventive maintenance. To ensure calibration of process instruments are carried out for accuracy and performance. To plan and arrange spaces required for machines and equipments. Supervising housekeeping. Ensure safety measures as per statutory requirements. Ensure availability of power, water and compressed air. Ensure recording of plant and machinery history cards.
f) MARKETING DEPARTMENT:
In the marketing department there is sales manager, supervisor and senior sales executive involved in the prolonged process from purchasing raw materials, manufacturing and packaging to distribution. These are main functions; Prepare and check estimates prepared, have, and techno-commercial discussion on over quotations with customers, secure orders for NTTF IL. Co-ordinate between manufacturing divisions of units and the customers on status of items ordered. Ensure all acceptances of orders are sent in time. Reply to customer queries. Monitoring the delivery performance. Preparation of estimates for tooling components and products. Sending of reminders on quotations sent to customers and follow up for orders. Ensure data is obtained from customers wherever required for responding to their enquire.
g)TOOL DESIGNING DEPARTMENT:
There are tool designers who mainly involved in the process of designing tools and components accordingly to the customer requirements in the organization. To arrange periodical inspection, review of statutory requirement and meet electrical inspect rate. To ensure maximum up time of production machine and service equipment. Electrical and machinery installations for new projects.
To maintain discipline and co-ordinate industrial relation with subordinates and other departments. Functional area of respondents
The survey conducted to know the functional area of respondents.
Table no: 1.1: Functional area of respondents
Departments HR department Marketing department Account dept Tool Maintenance dept Component Manufacturing dept Quality Assurance dept Product Assembly dept Tool Design dept Total
Frequency Percent 5 7 4 7 6 5 7 5 46 10.9 15.2 8.7 15.2 13.0 10.9 15.2 10.9 100.0
In NTTF IPL Company there are 46 employees involved as a sample of research survey included tool maker, supervisors, managers, engineers, technicians and tool designers regarding with departments like HR, Marketing, Accounting, Tool Design Department (TDD), Component Manufacturing Department (CMD), Tool Maintenance Department (TMD), Quality Assurance Department (QAD) and Product Assembly Department (PAD).
Job profile The survey conducted to know the respondent’s opinion regarding their job profile (assigned task).
Table no: 1.2: Job profile
Frequency Yes No Neutral Total 34 3 9 46
Percent 73.9 6.5 19.6 100.0
Chart no: 2.1: Job profile
The study reveals that majority of respondents have good opinion about the assigned task that means 73.9% of employees are satisfied with job profile and rest of them have neutral opinion.
Awareness of given task The study conducted to know the respondent’s awareness regarding the given task which required for increasing production level.
Table no: 1.3: Awareness of given task
Frequency Somewhat aware Very aware Total 22 24 46 Percent 47.8 52.2 100.0
Chart no: 2.2:
The study reveals that majority of respondents have good opinion about the awareness of given task which required for increasing production level that means 52.2% of employees are very aware and rest 47.8% are aware somewhat about given task.
Speed of product delivery target The study conducted to know the respondent’s opinion regarding the speed of product delivery target from one department to another.
Table no: 1.4: Speed of product delivery target
Frequency In time On time Delay time Total 12 10 24 46
Percent 26.1 21.7 52.2 100.0
Chart no: 2.3:
The study reveals that majority of respondents have “delay time” opinion about the speed of product delivery target from one department to another that means 52.2% of employees are satisfied with delay time speed of product delivery target, 26.1% of respondents have in time opinion and 21.7% of respondents have on time opinion. Over time duty The study conducted to know the respondent’s opinion regarding over time duty while work loaded after shift is over.
Table no: 1.5: Over time duty
Frequency 1-2 hour 2-4 hour More than 4 hour Not at All satisfied Total 2 16 22 6 46 Percent 4.3 34.8 47.8 13.0 100.0
Chart no: 2.4:
The study reveals that majority of respondents i.e. 47.8% are supposed to do “more than 4 hour” over time duty while work loaded after shift is over, 34.8% of respondents are satisfied with 2-4 hour over time duty, 4.3% of respondents are satisfied with 1-2 hour and 13% of respondents are not at all satisfied with over time duty.
Relationship with the external customers and suppliers The study conducted to know the respondent’s opinion regarding relationship with the external customers and suppliers.
Table no: 1.6: Relationship with the external customers and suppliers
Frequency Excellent Good Average Poor Total 1 20 23 2 46 Percent 2.2 43.5 50.0 4.3 100.0
Chart no: 2.5: Relationship with the external customers and suppliers
By this it can be inferred that majority of respondents i.e. 50% of respondents have average relationship with the external customers and suppliers and 43.5% of respondents have good relationship.
Obey the order from top management when they are in work pressure The study conducted to understand the respondent’s opinion regarding obey the order from top management when they are in work pressure.
Table no: 1.7: Obey the order from top management when they are in work
Frequency Yes No Total 40 6 46 Percent 87.0 13.0 100.0
Chart no: 2.6: Obey the order from top management when they are in work
The study reveals that majority of respondents i.e. 87% of respondents are obey the order from top management when they are in work pressure and 13% of respondents are not obey the order.
Strictly obey the company's policies, rules and regulations The study conducted to know the respondent’s opinion regarding strictly obey the company’s policies, rules and regulations.
Table no: 1.8: Strictly obey the company's policies, rules and regulations
Frequency Yes Somewhat Total 42 4 46 Percent 91.3 8.7 100.0
Chart no: 2.7: Strictly obey the company's policies, rules and regulations
The study reveals that majority of respondents i.e. 91.3% of respondents are strictly obey the company’s policies, rules and regulations, 8.7% of respondents obey somewhat company’s policies, rules and regulations.
Working experience of the respondents The study conducted to know the working experience of respondents.
Table no: 1.9: Working experience of the respondents
Frequency Between 1-5 years Between 6-10 years Between 11-15 years 16 years and above Total 3 19 10 14 46
Percent 6.5 41.3 21.7 30.4 100.0
Chart no: 2.8:
The study reveals that majority of respondents, i.e. 41.3% of respondents have in between 6-10 years of work experience and 30.4% of respondents revealed that have in between 16 and above years of work experience
Safety measures in the work place The study conducted to know the opinion of respondents regarding safety measures in work place.
Table no: 1.10: Safety measures in the work place
Frequency Average Good Excellent Outstanding Poor Total 2 24 16 2 2 46 Percent 4.3 52.2 34.8 4.3 4.3 100.0
Chart no: 2.9:
The study reveals that majority of respondents, i.e. 52.2% of respondents revealed that safety measures in work place is good and 34.8% of respondents says safety measures in work place is excellent. Time required for major product corrections The study conducted to know the time required to management for major product corrections.
Table no: 1.11: Time required for major product corrections
Frequency < 1 day 1-2 days 2-4 days > 4 days Total 12 14 11 9 46 Percent 26.1 30.4 23.9 19.6 100.0
Chart no: 2.10:
By this it can be inferred that majority of respondents, i.e. 30.4% of respondents revealed that 1-2 day time is required to management for major product corrections, 26.1% of respondents says less than 1 day time is required for major product corrections.
Opinion about service received in the organization
The study conducted to know the respondent’s opinion regarding overall satisfaction with the service received in the organization.
Table no: 1.12: Opinion about service they received in the organization
Frequency Extremely satisfied Satisfied Unsatisfied Total 2 43 1 46 Percent 4.3 93.5 2.2 100.0
Chart no: 2.11:
By this it can be inferred that majority of respondents, i.e. 93.5% of respondents revealed that they are satisfied with overall service they received in the organization and 2.2% of respondents are unsatisfied with overall service they received in the organization.
Access to CADD files used in the plans
The study conducted to know the respondent’s opinion regarding the access to CADD files used in the plans.
Table no: 1.13: Access to CADD files used in the plans
Frequency Agree Neither agree nor disagree Total 35 11 46
Percent 76.1 23.9 100.0
The study reveals that majority of respondents, i.e. 76.1% of respondents says that they are agreed with access to CADD files used in the plans was adequate for production and 23.9% of employees are neither agreed nor disagreed.
Opinion about the letters, drawings and plan sheet formats The study conducted to know the respondent’s opinion regarding the letters; drawings and plan sheet formats in the contract plans are legible.
Table no: 1.14: Opinion about the letters, drawings and plan sheet formats
Frequency Agree Neither agree nor disagree Strongly disagree Total 35 7 4 46 Percent 76.1 15.2 8.7 100.0
Chart no: 2.13:
The study reveals that majority of respondents, i.e. 76.1% of respondents says that they are agreed with the letters, drawings and plan sheet formats in the contract plans are legible and 15.2% of respondents are neither agreed nor disagreed.
Profile view details provided in the plans The study conducted to know the respondent’s opinion regarding the profile view detail provided in the plans for production.
Table no: 1.15: Profile view details provided in the plans
Frequency Strongly agree Agree Neither agree nor disagree Total 2 41 3 46 Percent 4.3 89.1 6.5 100.0
Chart no: 2.14:
By this it can be inferred that majority of respondents, i.e. 89.1% of respondents says that they are agreed with the profile view details provided in the plans for production.
The Design standards and special details in the plans The study conducted to know the respondent’s opinion regarding the referenced Design Standards and special details in the plans were sufficient to construct the project.
Table no: 1.16: The Design standards and special details in the plans
Frequency Strongly agree Agree Neither agree nor disagree Disagree Total 1 35 6 4 46 Percent 2.2 76.1 13.0 8.7 100.0
Chart no: 2.15:
The study reveals that majority of respondents, i.e. 76.1% of respondents says that they are agreed with the referenced Design Standards and special details in the plans were sufficient to construct the project and 8.7% of respondents are disagreed.
Constructability review process The study conducted to know the respondent’s opinion regarding the constructability review process used during design in the department.
Table no: 1.17: Constructability review process
Frequency Agree Neither agree nor disagree Disagree Total 33 12 1 46 Percent 71.7 26.1 2.2 100.0
Chart no: 2.16:
The study reveals that majority of respondents, i.e. 71.7% of respondents says that they are agreed with the constructability review process used during design in the department and 26.1% of respondents are neither agreed nor disagreed.
Opportunities for improving performance The study conducted to know the respondent’s opinion regarding opportunities for improving performance.
Table no: 1.18: Opportunities for improving performance
Frequency Disagree Neither agree nor disagree Agree Total 8 6 32 46 Percent 17.4 13.0 69.6 100.0
Chart no: 2.17:
By this it can be inferred that majority of respondents, i.e. 69.6% of respondents says that they are agreed with the opportunities for improving performance and 17.4% of respondents are disagreed.
Communication with colleagues The study conducted to understand the respondent’s opinion regarding communication with colleagues.
Table no: 1.19: Communication with colleagues
Frequency Average Good Excellent Outstanding Total 4 22 18 2 46 Percent 8.7 47.8 39.1 4.3 100.0
Chart no: 2.18:
The study reveals that majority of respondents, i.e. 47.8% of respondents says that communication with colleagues is good and 39.1% of respondents revealed that is excellent.
Clarity of information or advice provided by management The study conducted to know the respondent’s opinion regarding clarity of information or advice provided by management.
Table no: 1.20: Clarity of information or advice provided by management
Frequency Very unsatisfied Unsatisfied Neither unsatisfied nor satisfied Satisfied Very satisfied Total 2 10 10 16 8 46 Percent 4.3 21.7 21.7 34.8 17.4 100.0
Chart no: 2.19:
The study reveals that majority of respondents, i.e. 34.8% of respondents says that they are satisfied with the clarity of information or advice provided by management and 21.7% of respondents are unsatisfied.
Support to the overall organization goal The study conducted to know the respondent’s opinion regarding their support to the overall organization goal.
Table no: 1.21: Support to the overall organization goal
Frequency Very unsatisfied Unsatisfied Neither unsatisfied nor satisfied Satisfied Very satisfied Total 2 8 8 22 6 46 Percent 4.3 17.4 17.4 47.8 13.0 100.0
Chart no: 2.20:
The study reveals that majority of respondents, i.e. 47.8% of respondents says that they are satisfied with their support to the overall organization goal and 17.4% of respondents are unsatisfied.
NTTF Industries Pvt Ltd. Company has the 73.9% of employees with good
opinion about the assigned task or job profile. It indicates that they are well informed about the job what to do, how to do as per as designs and plans.
52.2% of the employees would say that they are clearly aware about given task
which is required for increasing production level it shows every employee is risk taker in any point of time.
52.2% of employees have delay time delivery target of products from one
department to another indicates slow process in production.
47.8% of workers in NTTF are preferred to work more than 4 hour over time
duty while work loaded after shift is over shows they are interested to work when there is bulk production or urgency of customer requirements.
50% employees of marketing department have average relationship with the
external customers and suppliers and some people have good relationship. Good relationship enhances the business expansion and indicator of growth.
87% of employees have been obeying the order from top management when they
are in work pressure suggested good relationship between the top level management and employees.
91.3% of workers at NTTF IPL have been strictly obeyed the company’s
policies, rules and regulations.
41.3% of employees in NTTF having more than 6 years of working experience
that ensures expertise, deep knowledge of job.
As the company undertakes good safety measures like safety from noise, lifting
and revolving machines, chains, ropes, self acting press machines and etc ensures employee feels free to work in the company and 52.2% of them have good opinion.
30.4% of employees says that management is able to resolve the major product
problems such as error in press tools, molding tools, die and some machinery like press machines, molding machines and injection compressor problems within 1-2 days.
93.5% of employees are satisfied with the overall service from one department to
other i.e. tool from component manufacturing department to tool maintenance department and to product assembly department in the organization.
76.1% of the employees say accessing CADD files are necessarily used for 3D
component designs in the plans of production.
76.1% of employee say that the letters, drawings and plan sheet formats in the
contract plans are legible they help in maintaining standards.
89.1% of employees are satisfied with the profile view details of particular job
such as specific design standard, drawing and plan sheet format in the plans for production.
76.1% of employees feel happy with the referenced design standards and special
details accurately in the plans are sufficient to construct the project. Maintaining standards in the profile view of job is significant for errorless production.
71.7% of employees in the company adopted the constructability review process
during designing plans, manufacturing plan, production forecasting and constructing projects in the department.
69.6% of employees are supposed to grab opportunities for improving
performance in such way that better work performance, getting in depth knowledge of designing.
Communication of all workers in organization is good i.e.47.8% employees says
34.8% of employees says that management has been provided the clarity of
information or advice of production planning, projects and designs, drawings, incentives in a proper way to the employees.
47.8% of employees feel good about their support to the overall organization goal
and their personnel goal.
➢ The study suggested that company has to be emphasized on the job profile of
employees; most of them i.e.19.6% don’t have complete knowledge about their job.
➢ It is suggested that management should promote the delay time product delivery
target to in time or on time delivery. Internal suppliers will have to maintain design standards it helps to minimize corrections and deliver in time or on time to the next process.
➢ Marketing department should enhance good relationship with external customers
and suppliers; it helps to expand their business across the world.
➢ It is suggested that the management should provide opportunities for young and
middle aged employees to innovate manufacturing process because most of them don’t know what to do.
➢ It is suggested that the company should recognize the expertise, work knowledge
in employees to reach the target market.
➢ Company has to take advantage of technology for acquiring market share because
today is competitive world, using good old machines and technology is not sufficient for surviving in the long term.
The entire project was planned with a view to study the Internal Customer Satisfaction in NTTF IPL and company is one of the leading commercial tool rooms in India with core strength in design and manufacture of precision press tools, injection moulds, compression / transfer moulds, pressure die cast dies, stamped parts, molded parts and electro-mechanical sub-assemblies. Expert in designing complicated progressive tools, injection moulds and it has become a famous in manufacturing a wide range of top performance manufacturing above products with premium quality, prompt delivery and competitive prices. The measurement of the internal customer’s satisfaction is a hard task which provides a quantitative baseline for comparing results and enables fact-based decision making. Most large companies recognize the importance of measuring and monitoring internal customer satisfaction. Those that continue to avoid the concept are primarily enterprises that have not adopted management practices necessary to leverage service delivery fully. Typically, a company committed to treating its internal service users as customers holds a similar commitment to measuring their satisfaction with the delivery of those services. Today NTTF IPL’s auto electrical products are the original equipment on all leading brands in Indian automobile industry. And NTTF is known for high quality precision tooling, industrial components for automotive and electrical switches. Internal Customer’s play is a crucial role in any organization. They have always been contributed their share in the form of services for the betterment of the organization. It is duty of the employees to motivate them and satisfy their jobs. From the study it is clear that, the internal customers at NTTF IPL are quite happy with potential work process, needs and expectations about working conditions, improvement opportunities in the work process and inter-relationship with suppliers and external customers. The employees of this company are well experienced and loyal to the company. More attention is to be given for improving the job content.
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