Hindustan Zinc Ltd. - Summer Internship - July2009 - HZL - Internship Project - Revised 2 August 2009

‐ 1 ‐
SUMMER INTERNSHIP REPORT
ON
Study of Client Satisfaction Level in

Hindustan Zinc Ltd. (Acid Business)
Submitted in Partial Fulfilment of the Requirement for the Degree

of Bachelor of Business Administration from Amity School of
Business, Amity University, NOIDA
Submitted to: Submitted By:

Mrs. Nidhi Gupta Mr. Zulfiquar Hadi
Lecturer, B.B.A. (2007-10)
Amity School of Business, Roll No.: A3906407G50
Amity University, Sec – 125, Enrolment No.: A3906407464
Noida – 201303 (+91-9910877534)
zulfiquarhadi@gmail.com

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Preface

Like many other universities and institutes, Amity School of Business

requires the students of Bachelor of Business Administration (BBA) to
undergo internship training at a business house of repute before awarding
the degree. I approached many business establishments out of which my
internship programme was arranged with Hindustan Zinc Ltd. (Udaipur,
Rajasthan).
Hindustan Zinc Ltd. (HZL) is a major producer of sulphuric acid which is a by-
product of their metal refining process. Sulphuric acid is used in
manufacturing of a variety of products. Clients of the acid business of HZL
are industrial houses engaged in manufacture of different commodities.
Because the company is in B2B (Business-2-Business) dealing, it did not
necessarily require deployment of any intensive marketing/advertising
method. However, it did require a built of customer relation and improvement
in the services rendered to boost its business and counter the competition.
As a marketing intern in Hindustan Zinc Ltd. (acid business), I found it

fascinating to go deep into the arena of research and study the acid
business’ initiatives towards marketing. Hence, in consultation with my
industry guide, I decided to explore depth of the big picture and undertake a
project for the same.
Zulfiquar Hadi
Udaipur,
2.07.2009
‐ 3 ‐

Acknowledgement
Starting from my primary school teachers, it would be impossible to thank
all of the individuals who made, in one way or another, contributions in
making this project possible. I would like to gracefully thank Mr. Sanjay
Khanna (Associate General Manager & Head, Acid Business – HZL) for
providing me this research opportunity. I present immense thanks to my
industry guide, Mr. Jagdeep Singh (Associate Manager, Hindustan Zinc
Ltd.) and my faculty guide Mrs. Nidhi Gupta for providing me the grand
guidance during the research. I acknowledge the continuous support
provided by them throughout the study. I also acknowledge the assistance
provided by Mr. Varun Garg (Executive, Acid Marketing - HZL) and Mr. Amit
Ajeet (Executive, Commercial - HZL) during the project. I am earnestly
thankful to Mr. Ravi Gupta (Head, Corporate Learning and Development -
HZL) for helping me overcome the hurdles during the project.
I would like to express my deep and sincere gratitude to Prof. Alka Munjal,
who has, always, been a source of inspiration for me.
I am thankful to Mrs. Supriya Jha for providing me immense help in

designing the survey questionnaire cover letter.
I also owe many thanks to my senior secondary school teacher Mr. G.S.
Mongia who has influenced my professional career as much as my family.
I am extensively thankful to my great family, especially to my parents and

maternal uncle for providing me a great moral support during this project.
I would like to thank all my dear friends for their support and presence in my
life.
(Zulfiquar Hadi)
‐ 4 ‐

Executive Summary

Hindustan Zinc Ltd. (HZL), an ancillary of Vedanta Resources, is a major

producer of zinc, lead, and silver in the country. Huge quantity of Sulphuric
acid is produced as a by-product of zinc and lead refining process which is
marketed to different manufacturing industries. This project was taken up
with the objects to quantify the current satisfaction level of the client
industries vis-a-vis marketing procedures of HZL acid business, to identify
the factors that may improve the satisfaction level of the clients and to
formulate long/short term plans to boost the acid business of the company.
Response of the clients was obtained though a scrupulously prepared on-line
questionnaire. The survey was based on seven criteria for evaluation that
included Product quality, Services rendered, Responsiveness, e-Salesmate,
Product pricing, Complaint handling, and overall Experience with HZL.
Responses were quantified on the basis of marks scored and were
categorized as Delight, Satisfied, Average, and Below Average. Overall
rating of the company was 82.8% which is in delight range. E-Salesmate was
the most appreciated service (87.7%) followed by services rendered (85.8%)
and complaints handling (85.4%). Product quality (79.7%) and
responsiveness (77.2%) were found to be comparatively weaker areas which
need to be improved.
‐ 5 ‐

Table of Contents
Topic Page no.

Chapter – 1 6
Introduction
Chapter – 2 22
Materials and methods

• Sampling
• Research design
• Methodology
• Analysis and interpretation
Chapter – 3 32
Results and discussion

SWOT analysis
Chapter – 4 72
Conclusion and recommendations
Chapter – 5 75
Future prospects
Chapter – 6 76
Appendix
Chapter – 7 167
References

‐ 6 ‐

Chapter – 1
Introduction
Introduction of Vedanta Group:
Vedanta, an over US $ 8.2 billion, Vedanta Resources plc (‘Vedanta’) is a
London listed FTSE 100 diversified metals and mining major. The group
produces aluminum, copper, zinc, lead and iron ore and also commercial
energy. Vedanta has operations in India, Zambia and Australia and a strong
organic growth pipeline of projects. With an empowered talent pool of
30,000 employees globally, Vedanta places strong emphasis on partnering
with all its stakeholders based on the core values of entrepreneurship,
excellence, trust, inclusiveness and growth.
Chairman – Mr. Anil Agarwal

Deputy Chairman – Mr. Navin Agarwal
Chief Executive Officer – Mr. Kuldeep Kumar Kaura
National presence
• Hindustan Zinc Limited (HZL)

• Sterlite Industries (India) Ltd (SIIL)
• Bharat Aluminium Company Ltd (BALCO)
• The Madras Aluminium Company Ltd (MALCO)
• Vedanta Aluminium Ltd. (VAL) Lanjigarh
• Sesa Goa Limited
• Sterlite Energy Limited
‐ 7 ‐

Global presence
Copper Mines of Tasmania, Tasmania
Konkola Copper Mines, Zambia
Sterlite Group has also strong presence in Optical cables business through
Sterlite Optical Technologies Ltd. (a non Vedanta Company)
Project investments
Vedanta is slated to make a $7.5 billion investment programmed. First phase
of $2.2 billion completed on time and within budget. The next phase of $5.3
billion is under implementation and on schedule.
‐ 8 ‐

INTRODUCTION OF STERLITE GROUP
Sterlite Industry India Ltd (SIIL), a part of Anil Agarwal Group is one of the
major players in Copper Industry. Twin star Holdings Ltd, Mauritius is the
parent company of the SIIL by holding 51% Equity in the later. SIIL in turn
controls Bharat Aluminum Ltd (BALCO) and Hindustan Zinc Ltd (HZL).
The company had in its Rs.551.5 cr bid for 51% stake of Balco. It plans to
make Balco the lowest cost aluminum producer over the next three years.
The company makes the substantial investment to make balco a world class
benchmark producer. Company’s vision to acquire Balco is to convert it into
a platform to move on and take on the International Market.
The Company takes 52% stake Zinc from Government of India at a price of
Rs.445 cr. acquired through Sterlite Opportunities and Ventures Ltd., a
special purpose vehicle set up for the same. SIIL is also planning for the
Restructuring its business under the scheme of arrangement by which, the
company would separate the copper business in a separate company. For
this a 100% subsidiary company was incorporated viz Sterlite Copper Ltd.
‐ 9 ‐

The Shareholders have approved the scheme of arrangement and the same
has been filed in the High Court of Mumbai and Chennai. During 2001-02 the
company embarked on a capital restructuring exercise whereby the company
will purchase from its existing
Shareholders up to 50% of its existing equity share capital at a consideration

of Rs.150 per fully paid up equity share. The same was approved by the
Board and Hon’ble High Court of Mumbai and accordingly the company has
purchased 2, 00, 68,004 equity shares and the same has been cancelled on
26th August, 2002.
Today the govt continues to hold a major 49.92% stake in the company.
Before sell off its stake was 75.92% the chairman of the company is a govt.
appointee & the govt. still retains control over HZL board with 6 of the
present 11 directors.
‐ 10 ‐

INTRODUCTION OF HINDUSTAN ZINC LTD
Hindustan Zinc Ltd. was created from the erstwhile Metal Corporation of
India (MCI) on 10th January 1966 as a Public Sector Undertaking in the
mining industry.
Industrial policy Resolution 1956 kept the extraction of ferrous and non-
ferrous mineral resources in the core sector keeping the right of extracting
the same exclusive to the government. Nationalization of Metal Corporation
of India is to been seen in the context. The authorized and paid up capital of
the company at the time of nationalization was Rs. 422.53 crores equally
divided into 422531900 equity shares of Rs. 10 each.
At the time of nationalization the company was having one mining unit i.e.
Zawar Mines, in the State of Rajasthan, one smelting unit i.e. Tundoo Lead
Smelter in the State of Bihar and another smelting unit is under construction
i.e. Debari Zinc Smelter in the State of Rajasthan – in its hand. The initial
production capacity of Zawar Mines unit was 500 TDP and that of the Lead
Smelter 500 TPA. After nationalization the government of India’s first task
was the completion of the Debari Zinc Smelter under construction and its
commissioning. The company has gradually increased its production
capacity so as to match the demand supply position of lead and zinc. Today
the Company’s market share is about 70% and it is continuously striving for
making the country a surplus one in respect of these two metals.
In April 2002, Sterlite acquired a 46% interest in HZL from the Government of
India and the open market, and it became a part of the Sterlite group. Since
then HZL has been growing from strength to strength. In August 2003,
Sterlite acquired a majority state in HZL by acquiring another 18.9% interest
from the Government of India.
‐ 11 ‐

HZL produces Zinc, Lead and by-products viz. Cadmium, Sulphuric Acid and
Silver. HZL achieved an all-time high production output of 81046.94 MT of
Zinc concentrate during 2007-08
Today HZL is India’s leading Zinc producer mine. It is one of India's leading
base metal producers, and is unique in the context of its technological
versatility coupled with vertical integration in several metals. HZL had
entered into a Memorandum of Understanding (MOU) with the Council of
Scientific and Industrial Research (CSIR) for setting up a nickel technology
proving plant of 10 tonnes per day. The technology is for extracting nickel
from overburden of chromite at the Sukhinda Mines in Orissa.
It has also signed an MOU with BHP Minerals, Australia, and is working on a
joint venture project for exploration of base and precious minerals in
Rajasthan. The company has entered into yet another MOU with Vigego,
Vietnam and La- Source, France, for exploration at Pac-Lang for gold
prospecting in Vietnam. HZL has also entered into an arrangement with
Broken Hill of Australia for grassroots exploration of zinc, lead and other
minerals in Rajasthan. HZL was negotiating with another Australian
company, Pasminco, for exploration in the Ajmer district. The company has
completed exploration for evaluation of Gossan resource in parts of agpura.
The Company has been declared a "Mini Ratna". Its Zinc Smelters are
situated in Chanderiya, Debari and Visakhapatnam. It has lead-zinc mines in
Dariba, Rampura Agucha, and Zawar. It has nearly 6400 employees.
Hindustan Zinc Limited with its world class mines and smelter has now
become world renowned lead zinc major. With the present tempo of work,
the company’s dream of making India a surplus country in respect of these
two non-ferrous metals, no doubt, will soon become reality 1 .

1
Ajeet, Amit (Executive, commercial – HZL)
‐ 12 ‐

Hindustan Zinc Limited (HZL), which is an ancillary of Vedanta Resources is

a London listed FTSE 100 diversified metals and mining company. The
group produces aluminium, copper, zinc, lead and iron ore and also
commercial energy. HZL is the operating company of Vedanta in Lead, zinc
and Sulphuric acid business.
HZL is world’s leader in Zinc, Lead, silver and Sulphuric acid business. It is
the 3rd largest producer of Zinc and Lead in the world 2 .
Hindustan Zinc is India’s only integrated producer of zinc and lead and is
among the world’s leading integrated zinc and lead producers. Its metal
production capacity is currently 754,000 tonnes per annum. The smelters are
situated at Chanderiya, Debari and Visakhapatnam and the mines are
situated at Zawar, Dariba and Rampura Agucha. Hindustan Zinc has about
6,400 employees. The company is a subsidiary of Sterlite Industries (India)
Limited 3 .

2
http://www.hzlconnect.com
3
http://www.hzlindia.com/index1.asp
‐ 13 ‐

COMPANY’S VISION:
The vision of Hindustan Zinc Ltd. is to be a world-class global company,

creating value, leveraging mineral resources and related core competences.
COMPANY’S MISSION STATEMENT:
• To be the lowest cost zinc producer on a global scale, maintaining

market leadership
• To attain one million ton zinc-lead metal production capacity by
2010
• To be innovative, customer oriented and eco-friendly, maximizing
stake-holder value 4

4
http://www.hzlindia.com/vision.asp

‐ 14 ‐

SULPHURIC ACID
Sulphuric acid is produced as a by-product in the manufacture of Zinc by

Hindustan Zinc Ltd. The basic layout of hydro and pyro types of plants that
give SO2 as the output, which is then used to manufacture sulphuric acid is

given below:

HYDRO PYRO
Ore Ore
(Zinc + Lead) (Zinc + Lead)
Zinc Lead
concentrate concentrate
Roaster Sinter
SO2 SO2
Sulphuric Sulphuric
acid acid

‐ 15 ‐

HZL has acid manufacturing plants in Chanderia, Debari and

Vishakapatnam. A plant at Dariba is expected to be operational in upcoming
5
3-4 months .
No. of
Plant Location Plant type Capacity per year
units
Chanderia 3 1 pyro, 2 hydro 7.5 lakh tons per year

Debari 1 Hydro 3.6 lakh tons per year
Vishakapatnam 1 Hydro 90 thousand tons per year

Dariba 1 ‐ ‐
Sulphuric acid is a clear, colourless, odourless, viscous liquid that is very

corrosive. As the largest-volume industrial chemical produced in the world,
consumption of sulphuric acid is often used to monitor a country's degree of
industrialization. Agricultural fertilizers represent the largest single application
for sulphuric acid (65%). Other uses include production of dyes, alcohols,
plastics, rubber, ether, glue, film, explosives, drugs, paints, food containers,
wood preservatives, soaps and detergents, pharmaceutical products,
petroleum products, pulp and paper. The common lead-acid storage battery
is one of the few consumer products that actually contain sulphuric acid 6 .

5
Garg, Varun (Executive, Marketing – HZL)
6
http://mooni.fccj.org/~ethall/h2so4/h2so4.htm
‐ 16 ‐

DEFINING CUSTOMER
A person, willing to buy a product/service or having the ability to buy a

product/service can be called a customer. Every person who enters the
business is a potential customer. Even though they may not purchase
something today, they may purchase something tomorrow. What a
salesperson needs is a better way of determining who the customer really is.
One way of doing this is by understanding the steps of the buying and selling
process and then determining where the customer is in this process at the
moment the salesperson greets him.
For HZL, a customer is an industrial buyer, in other words a company who

buys Zinc, Lead, or Sulphuric Acid in bulk quantities for manufacturing,
processing or resale purposes and the terms of sale are mutually and mostly
personally agreed upon.
‐ 17 ‐

INTRODUCTION TO THE TOPIC
CUSTOMER SATISFACTION
Customer satisfaction refers to the extent to which customers are happy with
the products and services provided by a business 7 . In simple, customer
satisfaction level is an indicator of willingness of a consumer to continue
using the services/goods rendered by a services/goods provider. To
determine the satisfaction level of a consumer, ranges can be developed
which can, then, be used to quantify the satisfaction status of a consumer or
the range of satisfaction in which a consumer falls.

Delight: When the services provided by a business entity are better than the
expectation of a customer.

7
(http://www.thetimes100.co.uk/theory/theory‐‐measuring‐customer‐satisfaction‐‐413.php).
‐ 18 ‐

Satisfied: When the services provided by a business entity are as per the
expectation of a customer.
Average: When the services provided by a business entity are below the
expectation of a customer but he still continues the association.
Not satisfied: When the services provided by a business entity are worse
than the expectation of a customer and he seeks to shift to some other
services/goods provider.
‐ 19 ‐

RATIONALE OF THE STUDY
There is moderate level of competition in sulphuric acid business in the

country. And there is a need to retain the interest of the clients in dealing with
HZL. It was therefore, considered pertinent to evaluate the opinion of the
clients about acid business of the company. It is advantageous for a
company to build firm relations with its clients because loyal customers are
not expected to shift away in turbulent times. As a marketing intern in
Hindustan Zinc Ltd. (acid business), it was fascinating for the author to go
deep into the arena of research and study the initiatives of the company
towards marketing of sulphuric acid. The company is into B2B (Business-2-
Business) dealing and does not necessarily require implementation of any
intensive marketing/advertising method but does require a built of customer
relation and improvement in the services rendered. A survey was conducted
across the clients of the acid business of HZl to evaluate their satisfaction
level.
‐ 20 ‐

OBJECTIVES OF THE STUDY
1. To evaluate the present satisfaction level of the clients with operations

of HZL (Acid Business)
2. To identify the factors whose improvement may bring about an

upward shift in the satisfaction level of the clients and to recommend
appropriate steps for the same
3. To identify specific complaints of the clients

‐ 21 ‐

LIMITATIONS OF THE STUDY
1. The sample size is not expected to be adequate which may be a

major limitation of the project.
2. Because the survey is going to be online. Response rate is expected

to be low.
3. Extreme rating by few of the clients may affect the overall result of the
survey.
‐ 22 ‐

Chapter – 2
Materials and Methods

Sampling
Simple random sampling technique was adopted to identify thirty clients of
acid business – HZL. List of the clients included in the study has been
attached as appendix - I. The sample was quite balanced as it consisted of
traders, as well as agricultural industries which buy sulphuric acid from
Hindustan Zinc Ltd. The sample size makes 50% of the customers and
hence is adequate in reflecting the true sentiments of the clients.
Research design:
Descriptive research design was adopted to carry out the study. A
descriptive research is designed to provide further insight into the research
problem by describing the variables of interest. It can be used for profiling,
defining, segmentation, estimating, predicting, and examining associative
relationships. Survey was conducted among the selected sample based
upon the questionnaire containing pertinent queries. It was coupled with ICT
(Information Communication Technology) and IT (Information Technology).
Layout of the research design is given below:
‐ 23 ‐

Sta
age 1: Deffinition
Ch
hoose a gen
neral topic Focuss on a speciffic area
Stag
ge 2: Desin
ng/Plan
Design a study Collect data
Stage 3: Implem
mentation
n
Analyse data In
nterpret find
dings & draw conclusio
ons
Stage 4
4: Report &
& followu
up
Inform conceerned deparrtment in a report

‐ 24 ‐

METHODOLOGY
Customer satisfaction level was evaluated on the basis of seven parameters

namely (1) product quality, (2) services rendered, (3) responsiveness, (4) e-
Salesmate, (5) product pricing, (6) complaints handling and (7) Experience
with HZL. Four customer satisfaction levels were devised which were: (1)
Delight, (2) Satisfied, (3) Average, (4) Not Satisfied. Responses of the clients
were collected through an online survey. The survey questionnaire was e-
mailed to the company clients. The response/feedback received from the
company clients/respondents was transformed into MS Excel sheet. The
excel sheet was designed in such a way that any rating filled in the sheet
would display a corresponding colour and shade: maximum satisfaction
(dark green), just satisfied (light green), Neutral (yellow), below average
(light red), and dissatisfied (red). At the same time it would be represented
in a histogram. The questionnaire has been attached as appendix – II. The
instructions for filling up the questionnaire were also sent along with the
survey questionnaire (Appendix – III)
The data collected in this study is a mix of primary and secondary data,
majority of which is primary.
‐ 25 ‐

PRIMARY DATA
Primary research (also called field research) involves the collection of data
that does not already exist. This can be through numerous forms, including
questionnaires and telephone interviews amongst others. This information
may be collected in things like questionnaires, magazines, and Interviews.
The two basic types of primary research are qualitative and quantitative.
SECONDARY DATA
Secondary research involves the summary, collation and/or synthesis of

existing research rather than primary research, where data is collected from,
for example, research subjects or experiments. Also known as desk
research, secondary research is the most common research method
employed in the industry today. It involves processing data that has already
been collected by another party.
‐ 26 ‐

ANALYSIS AND INTERPRETATION
The designed questionnaire had 35 questionnaires. A 5-pointer rating scale

was developed using ordinal ranking.
In ordinal ranking, all items receive distinct ordinal numbers, including items
that compare equal. The assignment of distinct ordinal numbers to items that
compare equal can be done at random, or arbitrarily, but it is generally
preferable to use a system that is arbitrary but consistent, as this gives stable
results if the ranking is done multiple times. An example of an arbitrary but
consistent system would be to incorporate other attributes into the ranking
order (such as alphabetical ordering of the competitor's name) to ensure that
no two items exactly match. With this strategy, if A ranks ahead of B and C
(which compare equal) which are both ranked ahead of D, then A gets
ranking number 1 ("first") and D gets ranking number 4 ("fourth"), and either
B gets ranking number 2 ("second") and C gets ranking number 3 ("third") or
C gets ranking number 2 ("second") and B gets ranking number 3 ("third") 8 .
Let’s consider the following sample question:
Q. Your overall experience “from issuance of delivery order to the dispatch of

material”
1.Unsatisfied 2.Partially satisfied 3.Can not say 4.Satisfied 5.Highly satisfied
And the survey questionnaire had total of 35 questions, each having 5

options as the response. The first option was towards the extreme side of
negativity and the fifth option was towards the extreme side of positivity. And
the third option is neutral. So, I got to evaluate the rating in following manner:

8
http://en.wikipedia.org/wiki/Ranking
‐ 27 ‐

If 1st response/option is ticked = 1 point

If 2nd response/option is ticked = 2 points
If 3rd response/option is ticked = 3 points
If 4th response/option is ticked = 4 points
If 5th response/option is ticked = 5 points
Now, we are going to have a total of following points as per the scheme
mentioned:
35 x 1 = 35 (if a respondent marked 1st response for every question)

35 x 2 = 70 (if a respondent marked 2nd response for every question)
35 x 3 = 105 (if a respondent marked 3rd response for every question)
35 x 4 = 140 (if a respondent marked 4th response for every question)
35 x 5 = 175 (if a respondent marked 5th response for every question)
Thus, the minimum rating (in points) which we could get as the response of
questionnaire was 1X35=35 (provided that the first response of every
question was ticked marked by the respondent), and the maximum rating
(in points) which we could get was 5X35=175 (provided that the fifth
response of every question was ticked marked by the respondent).
Considering the above points, following range was developed:

35 – 70 => below average or not satisfied
71 – 105 => average
106 – 140 => satisfied
141 – 175 => delight
This was then represented respectively into percentage rating:

(35 ÷ 175) x 100 = 20%
(70 ÷ 175) x 100 = 40%
(105 ÷ 175) x 100 = 60%
(140 ÷ 175) x 100 = 80%
(175 ÷ 175) x 100 = 100%
‐ 28 ‐

0% – 40% = below average or not satisfied

>40% – 60% = average
>60% – 80% = satisfied
>80% – 100% = delight
Hindustan Zinc Ltd. had seven criteria based on which the results of survey
were to be evaluated and concluded. Since all the criteria were not equally
important, it was advised by Executive, Acid Marketing – HZL to give weight
to each of the criteria and evaluate the net results using weighted average
mean method. Following are the weight points given to each criterion as
advised by the Executive, Acid Marketing:

Criteria Weight
Product Quality 10
Services Rendered 20
Responsiveness 15
eSalesmate 15
Product Pricing 20
Complaint handling 10
Experience with HZL 10
‐ 29 ‐

WEIGHTED AVERAGE MEAN (WAM)
The weighted mean is similar to an arithmetic mean (the most common type
of average); where instead of each of the data points contributing equally to
the final average, some data points contribute more than others. If all the
weights are equal, then the weighted mean is the same as the arithmetic
mean 9 .
It can be calculated as follows:
Consider the following sample evaluation:

Criteria Maximum points fraction % Weight points Maximum
points obtained obtained points X
X weight weight
Product Quality: 45 38 0.8444 84% 10 380 450

Services 35 35 1 100% 20 700 700
Rendered:
Responsiveness: 25 23 0.92 92% 15 345 375
eSalesmate: 25 22 0.88 88% 15 330 375
Product Pricing: 25 23 0.92 92% 20 460 500
Complaint 15 14 0.933333333 93% 10 140 150
Handling:
Experience with 5 5 1 100% 10 50 50
HZL:
Net Result 92.50%
Total Points: 175 160 100 2405 2600

9
http://en.wikipedia.org/wiki/Weighted_mean
‐ 30 ‐

Here, product quality had 9 questions so, it could have maximum of:
9x5=45 points
Services rendered had 7 questions so, it could have maximum of:

7x5=35 points
Responsiveness had 5 questions so, it could have maximum of:

5x5=25 points
eSalesmate had 5 questions so, it could have maximum of:

5x5=25 points
Product pricing had 5 questions so, it could have maximum of:

5x5=25 points
Complaint Handling had 3 questions so, it could have maximum of:

3x5=15 points
Experience with HZL had 1 question so, it could have maximum of:
1x5=5 points
Now,
Points obtained x weight: Maximum points x weight
For product quality: For product quality:
38 x 10 = 380 45 x 10 = 450
For services rendered: For services rendered:

35 x 20= 700 35 x 20 = 700
For responsiveness: For responsiveness:

23 x 15= 345 25 x 15 = 375
‐ 31 ‐

For eSalesmate: For eSalesmate:

22 x 15= 330 25 x 15 = 375
For product pricing: For product pricing:

23 x 20= 460 25 x 20 = 500
For complaint handling: For complaint handling:

14 x 10= 140 15 x 10 = 150
For experience with HZL: For experience with HZL:

5 x 10= 50 5 x 10 = 50
The total of (points obtained x weight) is:

380 + 700 + 345 + 330 + 460 + 140 + 50 = 2405
And, the total of (maximum points x weight) is:

450 + 700 + 375 +375 + 500 + 150 + 50 = 2600
Hence the percentage or the net satisfaction using weighted average mean
is:
(2405 ÷ 2600) x 100 = 92.50%
Now consider evaluating the same using arithmetical mean:

Total of points obtained = 160
Total of maximum points = 175
The percentage or the net satisfaction is:

(160 ÷ 175) x 100 = 91.42%
It is apparent that weighted average mean gives us the balanced and the
real results in case where each criterion has different value/weight.
‐ 32 ‐

Chapter – 3
Results and Discussion

After conducting the survey it was noted that the company stands at 82.9%
(Table – 1, Figure - 1) satisfaction level as per the calculations. Responses
of the individual clients have been attached as appendices – IV - XXIX.
These inputs have been elucidated in tables 1-6. Pooled result of the survey
shows that out of 26 clients, 15 stood in the delight range while 11 were only
satisfied with the acid business of the company (Table – 8). Out of the latter
category, Royal Traders seems to be the least satisfied client who has given
the lowest rating of 108 points out of 175 to the acid business. The client
seems to have serious problem with the product quality as he has given 24
out of 45 points to this parameter. This is discreetly away from the ranking of
other clients which is in the range of 30 – 37 points. In general, ranking given
by the just satisfied clients has gone down mainly because of their lower
assessment of product quality and responsiveness (Table – 8).
Overall, clients rated e-Salesmate as the best factor of satisfaction at 87.7%

(Table - 8) followed by services rendered (85.8%), complaint handling &
experience with HZL (85.4%), product pricing stood at 81.2% where as,
product quality and responsiveness were rated lowly at 79.7% and 77.2%
respectively. Results of rating and status of different parameters have been
summarised in Table – 9 and represented graphically in figure-2.
Table 2-7 elucidate pictorial representations of the individual parameters.

The space covered with dark green/light green shade represents positive
‐ 33 ‐

response of the clients while red/light red shade indicate the areas where
improvement/better management is required. Yellow space indicates neutral
response. Highest rating (5 points) is displayed by dark green shade,
followed by light green (4 points), yellow (3points), light red (2 points), and
red (1 point).
The analysis of the survey results represented graphically in Tables 1-9 and
Figures 1-2 can be summarized as follows:
• Buyers/clients/customers/traders are most at ease with the

eSalesmate software package; complain handling attitude; product
pricing and services rendered.
• Buyers/clients/customers/traders are facing hardships with
Responsiveness of the Acid business department – Hindustan Zinc
Ltd.
• Buyers/clients/customers/traders do not find the quality of the
sulphuric acid supplied very well.

‐ 34 ‐

Table – 1
1: Net Satisfacttion Level
Product Services
S Product Complaint Experience
Resp
ponsiveness: eSalesmate:
e total
Quality: Re
endered: Pricing: Handling: with HZL:
points obtained 932 781 502 570 528 333 111 3757
weight 10 20 15 15 20 10 10 100
maximum points 1170 910 650 650 650 390 130 4550
points obtained X weight 9320 15620 7530 8550 10560 3330 1110 56020
maximum points X weight 11700 18200 9750 9750 13000 3900 1300 67600
Net Satisfaction
n Level 82.9%

Figure – 1: Net Satisfactiion Level

The net satisfaction level of the compan
ny as per
the calculatio
ons is 82.9% w
which is in delig
ght range.
It was calcu
ulated by finding the total of points
given by clie
ents in each pa
arameter. Then, finding
the total of maximum
m pointts and dividing
g the total
of points obttained by total of maximum points. It
was done us
sing weighted average mean
n method.
The calculattion is shown in Table – 1 and the
result obtain
ned is repressented in figure - 1.
‐ 35 ‐

Table 2: Product Quality
Maximum marks and marks obtained
Impurity profile
Concentration
Performance
Total (client)
Appearance
Pumping
handling
Disposal
Storage
Spillage
Yield
Client/code
5 5 5 5 5 5 5 5 5 45
Indian Phosphate (2372) 5 5 5 5 5 5 5 5 5 45
M.P. Chemicals & Minerals (4385) 5 4 5 5 5 5 5 5 5 44
U.P. Chemicals (1324) 5 5 5 5 5 5 5 4 5 44
DJ Chemicals (4220) 5 5 5 5 5 4 4 4 5 42
Anshul Chemicals (4093) 4 4 5 5 5 4 4 4 4 39
B Roshan Lal & Company (0141) 4 4 5 4 5 4 4 4 4 38
SRF Ltd. (2947) 4 5 5 4 4 4 4 4 4 38
S.K. Chemicals (3690) 4 5 5 4 5 4 4 4 5 40
S.K. Chemicals (3628) 4 5 5 5 5 4 4 4 5 41
Indian Potash (2732) 4 4 5 4 5 3 4 2 4 35
S.K. Chemicals (3717) 4 5 5 4 4 4 4 4 4 38
Punjab Chemical Industries (0941) 4 4 4 4 3 4 4 3 4 34
Laxmi Agro Industrial Consultants (1807) 4 4 5 4 4 4 4 4 4 37
M.S.S. Chemicals (0745) 4 3 3 4 2 4 4 2 4 30
Karni Acid & Chemical (P) Ltd. (0595) 4 2 2 4 4 2 4 2 2 26
Sunny Trading Co. (3253) 4 4 5 4 4 4 4 4 4 37
Karni Acid & Chemical (P) Ltd. (3279) 4 2 2 5 5 4 4 4 4 34
Sunny Trading Co. (2336) 4 2 3 4 4 4 4 4 4 33
Tedco Granites (1262) 4 2 5 4 4 4 4 4 3 34
Vidisha Exico (3107) 5 3 3 3 4 4 4 4 3 33
Rohit Sulfactant Pvt Ltd (2842) 5 3 3 3 4 4 4 4 3 33
Star Chemicals (2296) 4 5 5 4 3 2 4 2 3 32
Royal Traders (0976) 4 5 5 4 3 2 4 2 3 32
Royal Traders (3379) 4 2 4 2 4 2 1 2 3 24
Total (parameter) 110 100 114 107 109 98 104 93 102

‐ 36 ‐

Table 3: Services Rendered
Response to accident
Guidance in Product
Product Knowledge
Handling & Storage
Response to query
Total (client)
Accessibility
Helpfulness
Knowledge
application
Client/code
5 5 5 5 5 5 5 35
Indian Phosphate (2372) 5 5 5 5 5 5 5 35
M.P. Chemicals & Minerals (4385) 5 5 5 5 5 5 5 35
U.P. Chemicals (1324) 5 5 5 5 5 5 5 35
DJ Chemicals (4220) 4 5 5 5 5 5 5 34
Anshul Chemicals (4093) 5 5 5 5 5 5 5 35
B Roshan Lal & Company (0141) 5 5 5 5 5 5 5 35
SRF Ltd. (2947) 5 5 4 5 5 5 5 34
S.K. Chemicals (3690) 5 4 4 4 5 5 4 31
S.K. Chemicals (3628) 5 5 5 4 4 4 4 31
Indian Potash (2732) 5 5 5 5 4 5 3 32
S.K. Chemicals (3717) 5 5 5 4 4 5 4 32
Punjab Chemical Industries (0941) 5 4 4 4 5 5 4 31
Laxmi Agro Industrial Consultants (1807) 4 4 5 4 4 4 4 29
M.S.S. Chemicals (0745) 5 4 5 4 5 4 4 31
Karni Acid & Chemical (P) Ltd. (0595) 5 4 5 4 5 4 4 31
Sunny Trading Co. (3253) 2 4 4 4 4 4 2 24
Karni Acid & Chemical (P) Ltd. (3279) 5 5 5 5 4 4 4 32
Sunny Trading Co. (2336) 2 4 4 4 4 4 2 24
Tedco Granites (1262) 4 4 4 4 4 4 4 28
Vidisha Exico (3107) 4 4 4 4 3 3 4 26
Rohit Sulfactant Pvt Ltd (2842) 4 4 4 4 3 3 4 26
Star Chemicals (2296) 4 4 5 3 2 4 2 24
Royal Traders (0976) 4 4 5 3 2 4 2 24
Royal Traders (3379) 4 4 5 3 2 4 2 24
Total (parameter) 114 115 122 110 107 113 100
‐ 37 ‐

Table 4: Responsiveness
D.O. to Dispatch
Delivery Order
Processing by
Availability of
Total (client)
Loading of
logistics
product
Tanker
Time
Time
Client/code
5 5 5 5 5 25
Indian Phosphate (2372) 5 5 5 5 5 25
M.P. Chemicals & Minerals (4385) 5 5 5 5 5 25
U.P. Chemicals (1324) 5 5 5 5 5 25
DJ Chemicals (4220) 5 5 5 5 5 25
Anshul Chemicals (4093) 4 5 5 5 4 23
B Roshan Lal & Company (0141) 4 5 5 5 4 23
SRF Ltd. (2947) 4 5 4 4 4 21
S.K. Chemicals (3690) 4 4 4 4 4 20
S.K. Chemicals (3628) 4 4 4 4 4 20
Indian Potash (2732) 4 5 4 5 4 22
S.K. Chemicals (3717) 4 4 4 4 4 20
Punjab Chemical Industries (0941) 5 5 5 4 5 24
Laxmi Agro Industrial Consultants (1807) 4 5 4 4 4 21
M.S.S. Chemicals (0745) 2 4 4 4 4 18
Karni Acid & Chemical (P) Ltd. (0595) 4 4 3 2 4 17
Sunny Trading Co. (3253) 4 4 4 4 2 18
Sunny Trading Co. (2336) 4 4 4 4 2 18
Tedco Granites (1262) 4 4 4 4 4 20
Vidisha Exico (3107) 2 5 2 2 4 15
Rohit Sulfactant Pvt Ltd (2842) 2 5 2 2 4 15
Star Chemicals (2296) 4 2 1 2 2 11
Royal Traders (0976) 4 2 1 2 2 11
Royal Traders (3379) 4 2 1 2 2 11
Total (parameter) 103 110 95 97 97

‐ 38 ‐

Table 5: Sales Automation & Effectiveness of e‐Salesmate Software
User‐Friendly
Total (client)
Accessibility
Manual to e‐
mode shift
resources
Saving of
Speed
Client/code
5 5 5 5 5 25
U.P. Chemicals (1324) 5 5 5 5 5 25
DJ Chemicals (4220) 5 5 5 5 5 25
SRF Ltd. (2947) 5 5 5 5 5 25
S.K. Chemicals (3690) 5 5 4 4 5 23
S.K. Chemicals (3628) 5 4 4 4 5 22
Indian Potash (2732) 5 5 5 5 5 25
S.K. Chemicals (3717) 4 4 4 4 5 21
M.S.S. Chemicals (0745) 5 5 5 2 5 22
Sunny Trading Co. (3253) 5 5 5 2 5 22
Sunny Trading Co. (2336) 5 5 5 2 5 22
Tedco Granites (1262) 4 4 4 2 4 18
Vidisha Exico (3107) 4 4 4 4 5 21
Star Chemicals (2296) 4 4 4 3 5 20
Royal Traders (0976) 4 4 4 4 5 21
Royal Traders (3379) 4 4 4 5 5 22
Total (parameter) 119 121 113 89 128

‐ 39 ‐

Table 6: Product Pricing
competitiveness
Online Payment
Payment Terms
Credit Refunds
Reconciliation
Total (client)
Account
Price
Client/code
5 5 5 5 5 25
U.P. Chemicals (1324) 5 5 5 5 5 25
DJ Chemicals (4220) 5 5 5 5 5 25
SRF Ltd. (2947) 5 4 4 4 5 22
S.K. Chemicals (3690) 5 4 5 4 5 23
S.K. Chemicals (3628) 5 4 5 4 5 23
Indian Potash (2732) 3 5 5 5 5 23
S.K. Chemicals (3717) 5 4 4 4 4 21
M.S.S. Chemicals (0745) 2 2 5 5 5 19
Sunny Trading Co. (3253) 5 5 4 2 5 21
Sunny Trading Co. (2336) 5 5 4 2 5 21
Tedco Granites (1262) 2 4 2 2 5 15
Vidisha Exico (3107) 2 1 4 4 3 14
Star Chemicals (2296) 3 4 2 2 5 16
Royal Traders (0976) 2 4 2 2 5 15
Royal Traders (3379) 3 3 2 2 5 15
Total (parameter) 103 100 107 94 124

‐ 40 ‐

Table 7:
Experience with
Compaint Handling
HZL
Maximum marks Maximum marks
and marks obtained and marks obtained
Problem Solving
Responsiveness
Total (client)
Time Taken
Client/code
Experience with HZL
5 5 5 15 5
Indian Phosphate (2372) 5 5 5 15 5
M.P. Chemicals & Minerals (4385) 5 5 5 15 5
U.P. Chemicals (1324) 5 5 5 15 5
DJ Chemicals (4220) 5 5 5 15 5
Anshul Chemicals (4093) 5 5 5 15 5
B Roshan Lal & Company (0141) 5 4 5 14 5
SRF Ltd. (2947) 4 4 4 12 5
S.K. Chemicals (3690) 5 4 4 13 4
S.K. Chemicals (3628) 5 4 4 13 4
Indian Potash (2732) 4 5 3 12 4
S.K. Chemicals (3717) 4 4 4 12 4
Punjab Chemical Industries (0941) 4 4 4 12 5
Laxmi Agro Industrial Consultants (1807) 5 5 4 14 5
M.S.S. Chemicals (0745) 5 5 5 15 4
Karni Acid & Chemical (P) Ltd. (0595) 4 4 4 12 4
Sunny Trading Co. (3253) 4 4 4 12 4
Karni Acid & Chemical (P) Ltd. (3279) 3 3 3 9 4
Sunny Trading Co. (2336) 4 4 4 12 4
Tedco Granites (1262) 4 4 4 12 4
Vidisha Exico (3107) 4 4 5 13 4
Rohit Sulfactant Pvt Ltd (2842) 4 4 5 13 4
Star Chemicals (2296) 3 3 3 9 3
Royal Traders (0976) 2 2 2 6 2
Royal Traders (3379) 3 3 3 9 3
Total (parameter) 111 109 107 111
‐ 41 ‐

Table ‐ 8: Customer Satisfaction Level and Ratings of Different Parameters
Parameters/ (Max marks)
Points
Product Services Respons eSales Product Complaint Experience Satisfaction level
Clients/code obtained
Quality: Rendered: iveness: mate: Pricing: Handling: with HZL:
45 35 25 25 25 15 5 175 (%) Range
Indian Phosphate (2372) 45 35 25 25 25 15 5 175 100.0% Delight
M.P. Chemicals & Minerals (4385) 44 35 25 25 25 15 5 174 99.6% Delight
U.P. Chemicals (1324) 44 35 25 25 25 15 5 174 99.6% Delight
DJ Chemicals (4220) 42 34 25 25 25 15 5 171 98.1% Delight
Anshul Chemicals (4093) 39 35 23 22 24 15 5 163 94.0% Delight
B Roshan Lal & Company (0141) 38 35 23 22 23 14 5 160 92.5% Delight

SRF Ltd. (2947) 38 34 21 25 22 12 5 157 90.8% Delight
S.K. Chemicals (3690) 40 31 20 23 23 13 4 154 88.3% Delight
Indian Potash (2732) 30 32 22 25 23 12 4 148 87.1% Delight
Punjab Chemical Industries (0941) 34 31 24 20 20 12 5 146 84.2% Delight
Laxmi Agro Industrial Consultants (1807) 37 29 21 21 19 14 5 146 82.7% Delight
M.S.S. Chemicals (0745) 30 31 18 22 19 15 4 139 80.4% Satisfied
Karni Acid & Chemical (P) Ltd. (0595) 26 31 17 20 22 12 4 132 78.3% Satisfied
Sunny Trading Co. (3253) 37 24 18 22 21 12 4 138 78.1% Satisfied
Karni Acid & Chemical (P) Ltd. (3279) 34 32 12 18 20 12 4 132 76.5% Satisfied
Sunny Trading Co. (2336) 33 24 18 22 21 12 4 134 76.5% Satisfied
Tedco Granites (1262) 34 28 20 18 15 12 4 131 74.2% Satisfied
Vidisha Exico (3107) 33 26 15 21 14 13 4 126 70.8% Satisfied
Rohit Sulfactant Pvt Ltd (2842) 33 26 15 21 14 13 4 126 70.8% Satisfied
Star Chemicals (2296) 32 24 11 20 16 9 3 115 65.6% Satisfied
Royal Traders (0976) 32 24 11 21 15 9 2 114 65.0% Satisfied
Royal Traders (3379) 24 24 11 22 15 9 3 108 62.9% Satisfied
Points obtained 932 781 502 570 528 333 111
Maximum points 1170 910 650 650 650 390 130
Weight 10 20 15 15 20 10 10
% 79.7% 85.8% 77.2% 87.7% 81.2% 85.4% 85.4%
‐ 42 ‐

Table – 9: Rating and status of different parameters

Criteria % rating obtained Status

Product Quality 79.7% Satisfied
Services Rendered 85.8% Delight
Responsiveness 77.2% Satisfied
eSalesmate 87.7% Delight
Product Pricing 81.2% Delight
Complaint Handling 85.4% Delight
Experience with HZL 85.4% Delight
Net Result 82.9% Delight

% Range Status
>80% ‐ 100% Delight
>60% ‐ 80% Satisfied
>40% ‐ 60% Average
0% ‐ 40% Not satisfied

‐ 43 ‐

Figure –– 2: Graphicall representatio
on of Client Saatisfaction Levvel in differentt Parameters
‐ 44 ‐

Criteriia % rating obtained Status

The rating off Indian Phosph
hate Ltd. Havin
ng client code as
a 2372 was Product Q Quality 100% Delight
Services Ren ndered 100% Delight
evaluated us
sing weighted a
average mean method & the rating was
Responsiveness 100% Delight
found as rep
presented in gra
aph below. (Re
efer to Appendiix – IV for eSalesm mate 100% Delight
detailed resp
ponse of client & evaluation of
o the same) Product Pricing 100% Delight
Complaint H Handling 100% Delight
Experience wwith HZL 100% Delight
Net Ressult 100% Delight
Indian P
Phosphate LLtd. 2372
Satisfaction Ran
nge
10
00% 10
00% 10
00% 10
00% 10
00% 10
00% 10
00% 100
0.00%
Productt Quality: Serrvices Respon

nsiveness: eSaleesmate: Producct Pricing: Com
mplaint Experience with Nett Result
Renddered: Han
ndling: H
HZL:
‐ 45 ‐


The rating off MP Chemicals & Minerals having client code as 4385 Product Q Quality 98% Delight
was evaluate
ed using weigh
hted average mean
m method & the rating
was found as
s represented in graph below
w. (Refer to App
pendix – V for eSalesm mate 100% Delight
detailed resp
ponse of client & evaluation of
o the same) Product Pricing 100% Delight
Net Ressult 99.62% Delight

M.P. Chemicals & Minerals 4
4385
Satisfaction
n Range
98% 100% 100% 100% 100% 100% 100% 99.62%
Prroduct Quality: Services Re
esponsiveness: eSalesmate: Prroduct Pricing: Complaint Exxperience with Net Result
Rendered: Handling: HZL:
‐ 46 ‐

The rating
g of UP Chemiicals having client code as 13
324 was Criteriia % rating obtained Status
Product Q Quality 98% Delight
evaluated
d using weighte
ed average me
ean method & the
t rating was
found as represented in
n graph below. (Refer to Appe
endix – VI for Responsiveness 100% Delight
detailed response
r of clie
ent & evaluatio
on of the same)) eSalesm mate 100% Delight
Product Pricing 100% Delight
U.P. C
Chemicals 1
1324
Satisfaction Range
98%
% 100%
% 100%
% 100%
% 100%
% 100%
% 100%
% 99.62
2%
Product Q
Quality: Servicces Responsivveness: eSalesm
mate: Product P
Pricing: Complaint Experiencce with Net Reesult
Rendered: Handliing: HZLL:
‐ 47 ‐


The rating
g of DJ Chemiccals having clie
ent code as 42
220 was Product Q Quality 93% Delight
evaluated
d using weighte
ed average me
ean method & the
t rating was
endix – VII for eSalesm mate 100% Delight
detailed response
r of clie
ent & evaluatio
on of the same)) Product Pricing 100% Delight

DJJ Chemicalss 4220
Satisfaction R
Range
97% 100% 100% 100% 100% 100% 98.08%

93%
Prod
duct Quality: Services Resp
ponsiveness: eSSalesmate: Prod
duct Pricing: Complaint
C Expeerience with N
Net Result
R
Rendered: H
Handling: HZL:
‐ 48 ‐

The rating
g of Anshul Ch
hemicals having
g client code as 4093 was Criteriia % rating obtained Status
evaluated
d using weighte
ed average me
ean method & the
t rating was Product Q Quality 87% Delight
endix – VIII for Responsiveness 92% Delight
detailed response
r of clie
ent & evaluatio
Anshul Chemicaals 4093
Satisfaction Range
100% 1
100% 1
100%
96% 94
4.04%
92%
87% 88%
Produ
uct Quality: Seervices Respo
onsiveness: eSalesmate: Produ
uct Pricing: Complaint Experrience with Net Result
Rendered: Haandling: HZL:
‐ 49 ‐


The rating
g of B Roshan Lal & Compan
ny having clientt code as Product Q Quality 84% Delight
0141 was
s evaluated usiing weighted average mean method
m & the
rating wa
as found as rep
presented in gra
aph below. (Re
efer to eSalesm mate 88% Delight
Appendix
x – IX for detailed response of client & evalu
uation of the Product Pricing 92% Delight
same) Experience wwith HZL 100% Delight

B Roshan
n Lal & Com
mpany 0141

Satisfaction Range
1
100% 1
100%
92% 92% 93% 2.50%
92
88%
84%
Produ
uct Pricing: Commplaint Experience with Nett Result
‐ 50 ‐

The rating
g of SRF Limite
ed (Chemical Business
B Div.) having client
code as 2947
2 was evalu
uated using we
eighted average
e mean Product Q Quality 84% Delight
method & the rating wass found as represented in gra
aph below. Services Ren ndered 97% Delight
(Refer to Appendix – X for detailed res
sponse of clien
nt & evaluation
eSalesm mate 100% Delight
of the sam
me) Product Pricing 88% Delight
Complaint H Handling 80% Satisfied
SRF Limited (Che
emical Business Div.) ‐ 2947
Satisfaction Rangge
97% 00%
10 10
00%
88
8% 90.7
77%
8
84% 84%
0%
80
Productt Quality: Services Responsiveness: eSalesmate: Productt Pricing: Complaint Experience with Net R

Result
dered:
Rend Handling: HZL:
‐ 51 ‐


The rating
g of SK Chemiicals having clie
ent code as 36
682 was Product Q Quality 89% Delight
evaluated
d using weighte
ed average me
ean method & the
t rating was
Responsiveness 80% Satisfied
endix – XI for eSalesm mate 92% Delight
detailed response
r of clie
ent & evaluatio
Experience wwith HZL 80% Satisfied

S..K. Chemicaals 3682
Satisfaction
n Range
89% 89% 92% 92%

87% 88.27%
80% 80%
Product Quality: Services Reesponsiveness: e

eSalesmate: Prroduct Pricing: Complaint Exxperience with Net Result
‐ 52 ‐

The rating
ent code as 36
690 was Criteriia % rating obtained Status
evaluated
d using weighte
ed average me
ean method & the
t rating was Product Q Quality 91% Delight
endix – XII for
detailed response
r of clie
ent & evaluatio
S.K
K. Chemicalls 3690
Satisfaction Raange
91% 89% 92%

88% 87% 8
88.08%
80% 80%
Product Quality: SServices Responsiveness: eSaalesmate: Product Pricing: Co

omplaint Experience with Neet Result
Reendered: Handling: HZL:
‐ 53 ‐


The rating
g of Indian Pottash Ltd. having
g client code as
evaluated
d using weighte
ed average me
ean method & the
t rating was
endix – XIII for eSalesm mate 100% Delight
detailed response
r of clie
ent & evaluatio

Indian Potash Ltd. 2732
Satisfaction R
Range
100%
91% 92%
88% 87.12%
80% 80%
67%
Product Quality: Services Responsiveness: eSSalesmate: Product Pricing: Complaint

C Experience with N
Net Result
R
Rendered: H
Handling: HZL:
‐ 54 ‐


The rating
ent code as 37
717 was
evaluated
d using weighte
ed average me
ean method & the
t rating was Services Ren ndered 91% Delight
endix – XIV for Responsiveness 80% Satisfied
detailed response
r of clie
ent & evaluatio
on of the same))
S.K.. Chemicalss 3717
Satisfaction Range
91%
84% 84% 84% 5.19%
85
80% 80% 8
80%
Produ
‐ 55 ‐


The rating
g of Punjab Ch
hemical Industrries having clie
ent code as Product Q Quality 76% Satisfied
0941 was
m & the
rating wa
as found as rep
presented in gra
aph below. (Re
efer to eSalesm mate 80% Satisfied
Appendix
x – XV for detailed response of
o client & evaluation of the Product Pricing 80% Satisfied

Punjab Ch
hemical Industries 09
941
Satisfaction R
Range
100%
96%
89%
8
84.23%
80% 80% 80%
76%
Prod
duct Pricing: Complaint
C Expeerience with N
Net Result
R
Rendered: H
Handling: HZL:
‐ 56 ‐

The rating
g of Laxmi Agrro Industrial Co
onsultants having Criteria % rating obtaained Stattus
Prroduct Quality 82% Deligght
client cod
de as 1807 wass evaluated using weighted average
a Servvices Rendered 83% Deligght
mean me
ethod & the rating was found as
a represented
d in Reesponsiveness 84% Deligght
graph below. (Refer to A
Appendix – XV
VI for detailed eSalesmate 84% Deligght
Prroduct Pricing 76% Satisffied
response
e of client & eva
aluation of the same) Commplaint Handlingg 93% Deligght
Expeerience with HZLL 100% Deligght
Net Result 82.69% Deligght
Laxm
mi Agro Ind
dustrial Con
nsultants 1
1807
Satisfaction Rangee
100
0%
93%
%
82
2% 83
3% 84
4% 84% 9%
82.69
%
76%
Product Quality: Services Responsiveness: eSalesmate: Product Pricing: Comp

plaint Experien
nce with Net Reesult
Rendeered: Handling: HZL:
‐ 57 ‐


The rating
onsultants having client code Product Q Quality 82% Delight
as 2241 was
w evaluated using weighted
d average mea
an method &
the rating
g was found as represented in
n graph below. (Refer to eSalesm mate 84% Delight
Appendix
x – XVII for deta
ailed response
e of client & eva
aluation of the Product Pricing 76% Satisfied

Laaxmi Agro IIndustrial C
Consultantts 2241

Satisfaction R
Range
100%
93%
82% 83% 84% 84% 82.69%
76%
Product Quality: Services Responsiveness: eSSalesmate: Product Pricing: Complaint

C Experience with N
Net Result
R
Rendered: H
Handling: HZL:
‐ 58 ‐


The rating
onsultants having client code
as 3354 was
w evaluated using weighted
d average mea
an method & Responsiveness 84% Delight
the rating
g was found as represented in
n graph below. (Refer to eSalesm mate 84% Delight
Product Pricing 76% Satisfied
Appendix
x – XVIII for dettailed response
e of client & ev
valuation of the Complaint H Handling 93% Delight
Laxxmi Agro In
ndustrial Co
onsultantss 3354
Satisfaction Range
1
100%
93%
82% 83% 84% 84% 2.69%
82
76%
Produ
‐ 59 ‐


The rating
g of MSS Chem
micals having client
c code as 0745
0 was Product Q Quality 67% Satisfied
evaluated
d using weighte
ed average me
ean method & the
t rating was
endix – XIX for eSalesm mate 88% Delight
detailed response
r of clie
ent & evaluatio
on of the same)) Product Pricing 76% Satisfied

M.S..S. Chemicals 0745
Satisfaction Range
100%
89% 88%
80% 8
80.38%
76%
72%
67%
Prod
duct Quality: SServices Resp
ponsiveness: eSalesmate: Prod
duct Pricing: Co
omplaint Expeerience with Net Result
Rendered: H
Handling: HZL:
‐ 60 ‐

The rating
g of Karni Acid
d & Chemical (P
P) Ltd. having client
c code as Criteriia % rating obtained Status
Product Q Quality 58% Average
0595 was
m & the Services Ren ndered 89% Satisfied
rating wa
as found as rep
presented in gra
aph below. (Re
efer to Responsiveness 68% Satisfied
eSalesm mate 80% Satisfied
Appendix
x – XX for detailed response of
o client & evaluation of the
same) Complaint H Handling 80% Satisfied
Net Ressult 78.27% Satisfied
K
Karni Acid &
& Chemicaal P.LTD 059
95
Satisfaction range
8
89% 8
88%
8
80% 8
80% 80% 78.27%
68%
6
58%
Producct Quality: Services Respon

nsiveness: eSaleesmate: Producct Pricing: Com
mplaint Experieence with Net result
ndered:
Ren Han
ndling: H
HZL:
‐ 61 ‐


The rating
g of Sunny Tra
ading Co. havin
ng client code as
Services Ren ndered 69% Satisfied
evaluated
d using weighte
ed average me
ean method & the
t rating was
endix – XXI for eSalesm mate 88% Delight
detailed response
r of clie
ent & evaluatio

Sunn
ny Trading C
Co.3253
Saisfaction Range
88%
82% 84%
80% 80% 78
8.08%
69% 72%
Produ
uct Quality: SServices Respo
onsiveness: eSaalesmate: Produ
uct Pricing: Co
omplaint Experrience with Neet Result
Reendered: Haandling: HZL:
‐ 62 ‐


The rating
g of Karni Acid
d & Chemical (P
P) Ltd. having client
c code as Product Q Quality 76% Satisfied
3279 was
m & the Services Ren ndered 91% Delight
Responsiveness 48% Average
rating wa
as found as rep
presented in gra
aph below. (Re
efer to eSalesm mate 72% Satisfied
Appendix
x – XXII for deta
ailed response
e of client & eva
aluation of the Product Pricing 80% Satisfied
same)
Karni Aciid & Chemiical P.LTD 3
3279
Satisfaction Range
91%
80% 80% 80%
76% 76.54%
72%
48%
Pro
oduct Quality: Services Ressponsiveness: e
eSalesmate: Pro
oduct Pricing: Complaint Exp
perience with Net result
‐ 63 ‐


The rating
g of Sunny Tra
ading Co. havin
ng client code as
a 2336 was Product Q Quality 73% Satisfied
evaluated
d using weighte
ed average me
ean method & the
t rating was
endix – XXIII eSalesm mate 88% Delight
for detaile
ed response off client & evaluation of the same) Product Pricing 84% Delight
Sunny Trading Co. 2336
Satisfaction Range
88%
84%
80% 80%
76.54%
73% 72%
69%
Pro
eSalesmate: Pro
oduct Pricing: Complaint
C Exp
perience with N
Net Result
‐ 64 ‐


The rating
g of Tedco Gra
anites having client
c code as 1262 was Product Q Quality 76% Satisfied
evaluated
d using weighte
ed average me
ean method & the
t rating was Services Ren ndered 80% Satisfied
endix – XXIV
eSalesm mate 72% Satisfied
for detaile
ed response off client & evaluation of the same) Product Pricing 60% Average
Ted
dco Granites 1262
Satisfaction Range
80% 80% 80% 80%

76% 74.23%
72%
60%
Pro
oduct Quality: Services Ressponsiveness: eSalesmate: Pro
oduct Pricing: Complaint
C Exp
perience with N
Net Result
R
‐ 65 ‐


The rating
g of Vidisha Exxico having clie
ent code as 310
evaluated
d using weighte
ed average me
ean method & the
t rating was
endix – XXV eSalesm mate 84% Delight
for detaile

Vidisha Exico
o 3107
Satisfaction R
Range
84% 87%
80%
73% 74% 7
70.77%
60%
56%
Prod
duct Pricing: Complaint Expeerience with Net Result
R
Rendered: H
Handling: HZL:
‐ 66 ‐


The rating
g of Rohit Sulfa
actant Pvt Ltd. having client code
c as 2842
Product Q Quality 73% Satisfied
was evalu
uated using we
eighted average mean metho
od & the rating Services Ren ndered 74% Satisfied
was found as representted in graph be
elow. (Refer to Appendix – Responsiveness 60% Average
XXVI for detailed response of client & evaluation of the
t same)
Product Pricing 56% Average
Rohit Sulfactant Pvtt Ltd 2842
Satisfaction Rangge
84
4% 7%
87
0%
80
7
73% 7
74% 70.7
77%
6
60%
56
6%
Productt Quality: Services Responsiveness: eSalesmate: Productt Pricing: Complaint Experience with Net R

Result
dered:
Rend Handling: HZL:
‐ 67 ‐


The rating
g of Star Chem
micals having client code as 2296
evaluated
d using weighte
ed average me
ean method & the
t rating was
endix – XXVII eSalesm mate 80% Satisfied
for detaile
Complaint H Handling 60% Average
Experience wwith HZL 60% Average

Star Chemicaals 2296
Satisfaction Range
80%
71% 69%
65.58%
60% 60%
48%
44%
Pro
eSalesmate: Pro
perience with Net Result
‐ 68 ‐


The rating
g of Royal Trad
ders having clie
ent code as 09
evaluated
d using weighte
ed average me
ean method & the
t rating was
endix – XXVIII eSalesm mate 84% Delight
for detaile
Complaint H Handling 60% Average
Experience wwith HZL 40% Not satisfied
Net Ressult 65% Satisfied
Royal Trade
ers 0976
Satisfaction Range
84%
71% 69%
65.00%
60% 60%
44%
40%
Pro
oduct Quality: Services Responsiveness: e
eSalesmate: Pro
perience with Net Result
‐ 69 ‐

Crite
eria % rrating obtained Status
The rating
g of Royal Trad
ders having clie
ent code as 33
379 was
Product Quality 54% Average
evaluated
d using weighte
ed average me
ean method & the
t rating was Services RRendered 68% Satisfied
endix – XXIX fo
or Responssiveness 44% Average
eSalessmate 88% Delight
detailed response
r of clie
ent & evaluatio
on of the same))
Productt Pricing 60% Average
Complaintt Handling 60% Average

Experiencee with HZL 60% Average
Net RResult 62.88% Satisfied
Royal Trad
ders 3379
Satsfaction Range
88%
68%
60% 60% 60% 62.88%
54%
44%
Product Quality: Services Responsiveness: eSalesmate: Product Pricing: Complaint Experience with Net Result

‐ 70 ‐

SWOT ANALYSIS BASED ON SURVEY RESULTS
Strengths:
eSalesmate and Complaint Handling are the two areas which have the
highest rating and the clients seem to be very happy to use these two
offerings of Hindustan Zinc Ltd. The eSalesmate software package of the
company is indeed very much user friendly which helps the clients in various
ways. It takes 2 minutes to place a P.O. (Purchase Order). The time taken
by the eSalesmate software package between P.O. and S.O. (Sales Order)
is 30 seconds. The Acid marketing department takes complaint handling
as positive and displays cooperative attitude towards complaint handling.
The company has an online system where if a client posts complain, it is sent
to the respective department and a copy of it is sent to the Associate
Manager and Manager of the company. A constant reminder is sent to the
concerned person until complain is resolved.
Weaknesses:
Responsiveness and product quality are the areas in which the acid
marketing department lags slightly. Most of the clients report dissatisfaction
with the time taken for release of sales order. Even product quality is
becoming a major issue. Few clients, sometimes, report concentration of
sulphuric acid below standard and impurity profile (in comparison to HZL
competitors) is sometimes above limit. This is the major weakness of
company.
Opportunities:
By enhancing services rendered and product quality the company can
attract more acid buyers and can diversify into new segments like battery
and pharmaceuticals.
‐ 71 ‐

Threats:
Inadequacies in Timely account reconciliation and Timely credit refunds
are the two major threats for HZL, and if not looked into may result in shift of
buyers to some other supplier.
‐ 72 ‐

Chapter – 4

Conclusions and Recommendations

Conclusions:
After further analysing the details of each criterion and the client feedback at
individual level, following conclusions were drawn.
1. Most of the buyers/clients/customers/traders feel that Hindustan Zinc

Ltd. (acid business) should provide a quality certificate with every
supply of tanker stating the quality, impurity profile and concentration of
the Sulphuric acid supplied.
2. After issue of sales order, customers are facing problem in release of

sales order.
3. Processing of despatch of material at respective plants is done very

leniently.
4. Clients are dissatisfied with time taken to send account statements.
5. It was noted that sulphuric acid produced by HZL has lower quality as
compared to sulphur based producers. Sometimes, a customer
desiring the material from a particular plant is not obliged but is supplied
through some other plant.

‐ 73 ‐

Recommendations:
For improvement of Product quality:
1. The Acid business department of Hindustan Zinc Ltd. may provide a

quality certificate/report to every buyer/client with every tanker
supplied/dispatched.
2. By decreasing impurity profile of metals like iron (Fe), in sulphuric

acid, HZL (acid business) may enter into new product segment like
battery and pharmaceuticals.
For improvement of Responsiveness:
1. There should be one person solely responsible for release of D.O.

(Delivery Order) as soon as it is issued by the marketing department.
This will result in better efficiency and effectiveness in the system.
2. At a particular sales office, responsiveness of the person sitting at

sales office should be high and he must guide /deal with customers in an
appropriate way to give a clear picture to the clients.
For improvement of account reconciliation issue:
1. By making some small up-gradations in the eSalesmate software

package the problems of customers regarding long time taken for
account reconciliation can be resolved.
For further improvement of the company’s acid marketing department:
1. The company may also try to improve the satisfaction range of a
few customers from satisfied to delight level.

‐ 74 ‐

2. The acid business department of the company may diversify into
other sectors like batteries and pharmaceuticals.
3. The company may also try to implement Total Quality
Management approaches like Six Sigma or Open Book policy to
further improve the efficiency of the department.
‐ 75 ‐

Chapter – 5
Future Prospects
1. This report can be used as an input for other research by taking into
consideration findings and recommendations presented here.
2. This report may form a basis for further research by the company in
finding the satisfaction level of its customers and related aspects.
3. The report may be used for a market survey of the the product in a
specific demography.
4. It can also be used for trend analysis of the consumer satisfaction levels
or product attributes for the company.
‐ 76 ‐

Chapter – 7
Appendix

‐ 77 ‐

Appendix – I
Client Name & e‐mail address
No. of
Client Name Person e-mail Ids
units
1 IPF Vikram ‐ Majra.HLL‐3P@unilever.com 2
Devendra devendrasharma@skgroup.com
2 Laxmi Agro 3
Sharma
ssatpati@srf.com
3 SRF Ltd. Mr. Satpati ‐

anilacid@yahoo.co.in
4 Anil Acid Anil Kakkar 2

mss_chemicals@yahoo.co.in
5 MSS Chemicals Rajen Choudhury ‐

jagjitsandha@yahoo.com
6 Punjab Chemical Mr. Jagjit Sandha 4

Mr. Nandkishore broshanlal@rediffmail.com
7 Roshanlal ‐
Jain
accounts@skchemicals.co.in
8 S.K. chemicals Ravinder Singh 4

rk_royalstar@rediffmail.com
9 Star Chemical Mr. Chandwani ‐

sunny_tradings@yahoo.com
10 Sunny Trading Suresh Viz ‐

Mr. B.L. Jetwani upc_jbl@rediffmail.com
11 UP Chemical ‐

vidishatraders@rediffmail.com
12 Vidisha Exico Mr. Kasera ‐

‐ 78 ‐

subhodayascl@yahoo.com
13 Subhodaya Chem ‐ ‐

sblt_vsp@rediffmail.com
14 GDS Chemical ‐ ‐

arawali_phos@yahoo.co.in
15 Arwali Phosphate Suchil Sharma ‐

bil@bppl.net.in
16 Bohra industry ‐ ‐

sovan@dscl.com
17 DCM Group Kanjolia 3

marketing@indianphosphate.com
18 Indian Phosphate Ravinder Singh ‐

sudheer_relan@potindia.com
19 IPL Sudheer Relan 4

raju_kapoor@jubl.com
20 Jubilant Organisys Rajiv Kapoor ‐
bharat_sood@jubl.com
kcflops@yahoo.co.in
21 Khaitan Chemical Vijay Bhargia 2

mehtark@libertyphosphate.com
22 Liberty Group R.R. Dhanani ‐

ramassp@datainfosys.net
23 Rama Phosphate K.P. Sukhtankar ramaudr@gmail.com 2
rama.udaipur@ramagroup.co.in
‐ 79 ‐

vijay_sharmabhl@yahoo.com
pankajoswal@hotmail.com
24 TEDCO Mr. Oswal ‐
tedco_jp1@yahoo.com
oswaldiamond@gmail.com
n‐dhoot@guljag.com
25 Guljag industry Narendra Dhoot ‐
rk‐rathi@guljag.com
26 Acid Pluss Ajit Lodha acidpluss@airtelmail.in
28 Balajee Chemicals ‐ pottisurendra@yahoo.co.in ‐
29 Mahaveer Surfac tant Mr. Joseph adheswaraexports@vsnl.net ‐
30 Arawali Phosohate Suchil Sharma arawali_phos@yahoo.co.in ‐

‐ 80 ‐

Appendix ‐ II
Customer satisfaction feedback form:

‐ 81 ‐

‐ 82 ‐

‐ 83 ‐

‐ 84 ‐

Appendix ‐ III
Cover letter for the e‐mail survey questionnaire:

Your outlook of Hindustan Zinc Ltd. (Acid business)
Dear customer

Hindustan Zinc Ltd. (Acid business) would like to have your valuable perspective in its
latest survey related to customer satisfaction. We are constantly determined to fulfill
your needs. This survey is a part of the process. Your valuable feedback will enable us
to deliver enhanced services and reach customer delight. Kindly help us serve you
better by completing this questionnaire.

To provide us your valuable feedback go to
http://www.hzlconnect.com/userdetails/signina.asp and login with your username
and password and click 'Feedback'
If for any reason, the link does not work properly, you can copy and paste the link
given below in a new browser window and login with your username and password
and click on 'Feedback'

www.hzlconnect.com/userdetails/signina.asp

The questionnaire should take about 4‐7 minutes to complete. If you could complete
the questionnaire before June 5, 2009, it would be greatly appreciated.

The information supplied will be treated as confidential.

Please feel free to contact me on +91‐9910877534 or zulfiquarhadi@gmail.com in
regards to any queries you may have.

We appreciate your precious effort in providing us the feedback. Your valuable
feedback will help us serve you better than the best.
‐ 85 ‐

Regards
Zulfi

P.S.: Instructions regarding the filling of feedback form have been attached to this e‐
mail. Do find the same.

Instructions e‐mailed along with the survey questionnaire:
Step 1:

‐ 86 ‐

Step 2:

Step 3:

‐ 87 ‐

Step 4:

Step 5:

‐ 88 ‐

Step 6:

89

Appendix – IV
Customer Code & name : 0000002372 Indian Phosphate Ltd.
criteria points response
1. Product Quality (Characteristic) :
A. Please rate the overall quality of the product (Sulphuric Acid) vis‐à‐vis product Standard Specifications as per IS
266 ‐ 1993.
a) Appearance 5 Excellent
b) Concentration (98% min) 5 Always above 98%
c) Impurity profile 5 Always within limit
B. Please share your valuable experience towards product's
5
performance in your required end use application. Excellent quality
C. Request your observation on your product yield using HZL acid vis‐
5
à‐vis acid from other sources. Excellent yield
D. Please share your experience in Handling of product with respect
to:
a) Storage 5 Very convenient
b) Pumping 5 Very convenient
c) Spillage handling 5 Very Easy
E. Your valuable feedback on disposal of By‐product (spent acid)

generated (if any) after using HZL Acid
c) Spillage handling 5 Many uses / users
2. Services Rendered
A. Please share your valuable experience with the Acid Marketing Team on the following parameters :
a) Overall accessibility in person, on mobile, through email or visits in
5
case of outstation customers. Always available
b) Product knowledge 5 Excellent
c) Whether able to guide in your product application 5 Always able to guide
d) Knowledge related to Handling & Storage. 5 Excellent
e) Responsiveness in case of accident/spillage? 5 Proactive response
B. Your experience with the Sales / Logistic staff at the delivery point on the following parameters:
a) Helpful, co‐ordeal 5 Prompt
b) Responsiveness to query/problem 5 Proactive Response
90

3. Responsiveness
A. Please give your comment on availability of the product. 5 Always available
B. Please share your experience for the timely issuance of the delivery
5
order. Prompt
C. Time taken for processing the order by the sales and logistics
5
department? Prompt
D. Time taken for the loading of the tanker at the plant 5 Prompt
E. Your overall experience "from issuance of delivery order to the
5
dispatch of material" Highly satisfied
4. Sales Automation & Effectiveness of E‐Salesmate Software:
A. Your observation on "shifting D.O. generation process from earlier
5
manual at plant / branch office to now e‐mode through E‐Salesmate " Very efficient
B. Please comment on "the user‐friendliness of E‐Salesmate". 5 User friendly
C. Your experience about the speed of the software. 5 High speed
D. Accessibility to different sections of e‐salesmate such as Invoice list,
5
sales order, account statements etc. High speed
E. Your observation on "E‐Salesmate lead to saving of time, man hours
5
& resources. Highly benificial
5. Product Pricing:
A. Specify your views regarding the product pricing based on the following parameters:
a) Price Competitiveness 5 Always competitive
b) Payment Terms 5 Most Suitable
c) Credit Refunds 5 Prompt
d) Account Reconciliation 5 Prompt
e) Online (direct deposit to HZL bank account) Payment Mechanism 5 Always convenient
6. Complaint Handling:
A. Your experience regarding the complain handling process :
a) Problem Solving 5 Always resolved
b) Time Taken 5 Prompt
c) Responsiveness of the concerned authority 5 Proactive response
7. Overall Experience
A. Please rate your overall experience with HZL 5 Highly Satisfied

91

points
Maximum points
Criteria Maximum points points obtained fraction % Weight obtained X
X weight
weight
Product Quality: 45 45 1 100% 10 450 450
Services Rendered: 35 35 1 100% 20 700 700
Responsiveness: 25 25 1 100% 15 375 375
eSalesmate: 25 25 1 100% 15 375 375
Product Pricing: 25 25 1 100% 20 500 500
Complaint Handling: 15 15 1 100% 10 150 150
Experience with HZL: 5 5 1 100% 10 50 50
Net Result 100.00%
Total Points: 175 175 100 2600 2600
92

Appendix – V
M.P. Chemicals &
Customer Code & name : 0000004385
Minerals
A. Please rate the overall quality of the product (Sulphuric Acid) vis‐à‐vis product Standard Specifications as per
IS 266 ‐ 1993.
5
5
to:
c) Spillage handling 5 Very Easy

5
93

3. Responsiveness
5
order. Prompt
5
department? Prompt
5
5
5
5
5. Product Pricing:
94

points
Maximum
points X weight
weight
Product Quality: 45 44 0.98 98% 10 440 450
Responsiveness: 25 25 1 100% 15 375 375
eSalesmate: 25 25 1 100% 15 375 375
Product Pricing: 25 25 1 100% 20 500 500
Net Result 99.62%
Total Points: 175 174 100 2590 2600
95

Appendix – VI

Customer Code & name : U.P. Chemicals
0000001324
266 ‐ 1993.
5
5
to:
c) Spillage handling 4 Easy

5
96

3. Responsiveness
5
order. Prompt
5
department? Prompt
5
5
5
5
5. Product Pricing:
97

points obtained X
Criteria Maximum points points obtained fraction % weight
weight
Product Quality: 45 44 0.977777778 98% 10 440 450
Responsiveness: 25 25 1 100% 15 375 375
eSalesmate: 25 25 1 100% 15 375 375
Product Pricing: 25 25 1 100% 20 500 500
Net Result 99.62%
Total Points: 175 174 100 2590 2600

98

Appendix – VII
Customer Code & name : 0000004220 DJ Chemicals
266 ‐ 1993.
5
5
to:
a) Storage 4 Convenient
b) Pumping 4 Convenient

4
case of outstation customers. Generally available
99

3. Responsiveness
5
order. Prompt
5
department? Prompt
5
5
5
5
5. Product Pricing:

100

points

weight
Product Quality: 45 42 0.9333 93% 10 420 450
Services Rendered: 35 34 0.971428571 97% 20 680 700
Responsiveness: 25 25 1 100% 15 375 375
eSalesmate: 25 25 1 100% 15 375 375
Product Pricing: 25 25 1 100% 20 500 500
Net Result 98.08%
Total Points: 175 171 100 2550 2600
101

Appendix – VIII
Customer Code & name : 0000004093 Anshul Chemicals
266 ‐ 1993.
a) Appearance 4 As per standard
b) Concentration (98% min) 4 Sometimes above 98%
5
5
to:

c) Spillage handling 4 Few uses / users
5
102

3. Responsiveness
A. Please give your comment on availability of the product. 4 Available mostly
5
order. Prompt
5
department? Prompt
4
dispatch of material" Satisfied
4
manual at plant / branch office to now e‐mode through E‐Salesmate " Convenient
C. Your experience about the speed of the software. 4 Good speed
4
sales order, account statements etc. Good speed
5
5. Product Pricing:
b) Payment Terms 4 Suitable

103

points

weight
Product Quality: 45 39 0.8667 87% 10 390 450
Responsiveness: 25 23 0.92 92% 15 345 375
eSalesmate: 25 22 0.88 88% 15 330 375
Product Pricing: 25 24 0.96 96% 20 480 500
Net Result 94.04%
Total Points: 175 163 100 2445 2600

104

Appendix – IX
Customer Code & name : 0000000141 B Roshan Lal & Company
266 ‐ 1993.
4
performance in your required end use application. Good quality
5
to:

5
105

3. Responsiveness
5
order. Prompt
5
department? Prompt
4
4
4
5
5. Product Pricing:
d) Account Reconciliation 4 Regular
b) Time Taken 4 Optimal

106

points

weight
Product Quality: 45 38 0.8444 84% 10 380 450
Responsiveness: 25 23 0.92 92% 15 345 375
eSalesmate: 25 22 0.88 88% 15 330 375
Product Pricing: 25 23 0.92 92% 20 460 500
Complaint Handling: 15 14 0.933333333 93% 10 140 150
Net Result 92.50%
Total Points: 175 160 100 2405 2600

107

Appendix – X
SRF Limited (Chemical
Business Div.) ‐ 2947
266 ‐ 1993.
4
4
à‐vis acid from other sources. Just required yield
to:

5
c) Whether able to guide in your product application 4 Generally able to guide
108

3. Responsiveness
5
order. Prompt
4
department? Optimal
D. Time taken for the loading of the tanker at the plant 4 Optimal
4
5
5
5
5. Product Pricing:
c) Credit Refunds 4 Regular
a) Problem Solving 4 Mostly resolved
c) Responsiveness of the concerned authority 4 Respond if asked
109

points

weight
Product Quality: 45 38 0.8444 84% 10 380 450
Responsiveness: 25 21 0.84 84% 15 315 375
eSalesmate: 25 25 1 100% 15 375 375
Product Pricing: 25 22 0.88 88% 20 440 500
Net Result 90.77%
Total Points: 175 157 100 2360 2600
110

Appendix – XI
Customer Code & name : 0000003690 S.K. Chemicals
266 ‐ 1993.
4
5
to:

5
b) Product knowledge 4 Good
d) Knowledge related to Handling & Storage. 4 Good
b) Responsiveness to query/problem 4 Responds if asked
111

3. Responsiveness
4
order. Optimal
4
department? Optimal
4
5
4
5
5. Product Pricing:
A. Please rate your overall experience with HZL 4 Satisfied

112

points

weight
Product Quality: 45 40 0.8889 89% 10 400 450
Responsiveness: 25 20 0.8 80% 15 300 375
eSalesmate: 25 23 0.92 92% 15 345 375
Product Pricing: 25 23 0.92 92% 20 460 500
Experience with HZL: 5 4 0.8 80% 10 40 50
Net Result 88.27%
Total Points: 175 154 100 2295 2600
113

Appendix – XII
266 ‐ 1993.
5
5
to:

5
e) Responsiveness in case of accident/spillage? 4 Responds if asked
a) Helpful, co‐ordeal 4 Considerate
114

3. Responsiveness
4
order. Optimal
4
department? Optimal
4
5
B. Please comment on "the user‐friendliness of E‐Salesmate". 4 Simple
4
5
5. Product Pricing:

115

points

weight
Product Quality: 45 41 0.9111 91% 10 410 450
Responsiveness: 25 20 0.8 80% 15 300 375
eSalesmate: 25 22 0.88 88% 15 330 375
Product Pricing: 25 23 0.92 92% 20 460 500
Net Result 88.08%
Total Points: 175 154 100 2290 2600
116

Appendix – XIII
Customer Code & name : 0000002732 Indian Potash Ltd.
266 ‐ 1993.
4
5
to:
a) Storage 3 Can not say
c) Spillage handling 2 Difficult

5
b) Responsiveness to query/problem 3 Can not say
117

3. Responsiveness
5
order. Prompt
4
department? Optimal
4
5
5
5
5. Product Pricing:
a) Price Competitiveness 3 Can not say
c) Responsiveness of the concerned authority 3 Can not say

118

points

weight
Product Quality: 45 30 0.6667 67% 10 300 450
Responsiveness: 25 22 0.88 88% 15 330 375
eSalesmate: 25 25 1 100% 15 375 375
Product Pricing: 25 23 0.92 92% 20 460 500
Net Result 87.12%
Total Points: 175 148 100 2265 2600
119

Appendix – XIV
266 ‐ 1993.
4
4
to:

5
120

3. Responsiveness
4
order. Optimal
4
department? Optimal
4
4
4
5
5. Product Pricing:
e) Online (direct deposit to HZL bank account) Payment Mechanism 4 Sometimes convenient

121

points
Maximum points
X weight
weight
Product Quality: 45 38 0.8444 84% 10 380 450
Responsiveness: 25 20 0.8 80% 15 300 375
eSalesmate: 25 21 0.84 84% 15 315 375
Product Pricing: 25 21 0.84 84% 20 420 500
Net Result 85.19%
Total Points: 175 148 100 2215 2600
122

Appendix – XV
PUNJAB CHEMICAL
INDUSTRIES
266 ‐ 1993.
c) Impurity profile 4 Sometimes within limit
4 Good quality
performance in your required end use application.
3 Can not say
à‐vis acid from other sources.
to:
c) Spillage handling 3 Can not say
5 Always available
case of outstation customers.
123

3. Responsiveness
5 Prompt
order.
5 Prompt
department?
5 Highly satisfied
dispatch of material"
4 Convenient
manual at plant / branch office to now e‐mode through E‐Salesmate "
2 Average speed
sales order, account statements etc.
5 Highly benificial
& resources.
5. Product Pricing:
124

points

weight
Product Quality: 45 34 0.7556 76% 10 340 450
Responsiveness: 25 24 0.96 96% 15 360 375
eSalesmate: 25 20 0.8 80% 15 300 375
Product Pricing: 25 20 0.8 80% 20 400 500
Net Result 84.23%
Total Points: 175 146 100 2190 2600
125

Appendix – XVI
Laxmi Agro Industrial
Consultants
266 ‐ 1993.
4
4
to:

4
126

3. Responsiveness
5
order. Prompt
4
department? Optimal
4
5
2
sales order, account statements etc. Average speed
5
5. Product Pricing:
a) Price Competitiveness 4 Sometime competitive
d) Account Reconciliation 2 Sometimes delayed
127

points

weight
Product Quality: 45 37 0.8222 82% 10 370 450
Responsiveness: 25 21 0.84 84% 15 315 375
eSalesmate: 25 21 0.84 84% 15 315 375
Product Pricing: 25 19 0.76 76% 20 380 500
Net Result 82.69%
Total Points: 175 146 100 2150 2600
128

Appendix – XVII
Consultants
266 ‐ 1993.
4
4
to:

4
129

3. Responsiveness
5
order. Prompt
4
department? Optimal
4
5
2
5
5. Product Pricing:
130

points

weight
Product Quality: 45 37 0.8222 82% 10 370 450
Responsiveness: 25 21 0.84 84% 15 315 375
eSalesmate: 25 21 0.84 84% 15 315 375
Product Pricing: 25 19 0.76 76% 20 380 500
Net Result 82.69%
Total Points: 175 146 100 2150 2600
131

Appendix – XVIII
Consultants
266 ‐ 1993.
4
4
to:

4
132

3. Responsiveness
5
order. Prompt
4
department? Optimal
4
5
2
5
5. Product Pricing:
133

points
Maximum points
X weight
weight
Product Quality: 45 37 0.8222 82% 10 370 450
Responsiveness: 25 21 0.84 84% 15 315 375
eSalesmate: 25 21 0.84 84% 15 315 375
Product Pricing: 25 19 0.76 76% 20 380 500
Net Result 82.69%
Total Points: 175 146 100 2150 2600
134

Appendix – XIX
Customer Code & name : 0000000745 M.S.S. Chemicals
266 ‐ 1993.
b) Concentration (98% min) 3 Can not say
c) Impurity profile 3 Can not say
4
2
à‐vis acid from other sources. Lower yield.
to:
5
135

3. Responsiveness
A. Please give your comment on availability of the product. 2 Unavailable sometimes
4
order. Optimal
4
department? Optimal
4
5
2
5
5. Product Pricing:
a) Price Competitiveness 2 Sometime expensive
b) Payment Terms 2 Partially suitable

136

points obtained X Maximum points
weight X weight
Product Quality: 45 30 0.666666667 67% 10 300 450
Responsiveness: 25 18 0.72 72% 15 270 375
eSalesmate: 25 22 0.88 88% 15 330 375
Product Pricing: 25 19 0.76 76% 20 380 500
Net Result 80.38%
Total Points: 175 139 100 2090 2600
137

Appendix – XX
Karni Acid & Chemical
P.Ltd
266 ‐ 1993.
b) Concentration (98% min) 2 Sometimes below 98%
c) Impurity profile 2 Sometimes above limit
4 Good quality
performance in your required end use application.
4 Just required yield
to:
a) Storage 2 Difficult

c) Spillage handling 2 Slightly difficult
5
138

3. Responsiveness
4
order. Optimal
3 Can not say
department?
D. Time taken for the loading of the tanker at the plant 2 Sometime delayed
4
5
1
sales order, account statements etc. Low speed
5
5. Product Pricing:
e) Online (direct deposit to HZL bank account) Payment Mechanism 4 Sometimes convenient
139

points

Weight
Product Quality: 45 26 0.577777778 58% 10 260 450
Responsiveness: 25 17 0.68 68% 15 255 375
eSalesmate: 25 20 0.8 80% 15 300 375
Product Pricing: 25 22 0.88 88% 20 440 500
Net result 78.27%
Total Points: 175 132 100 2035 2600
140

Appendix – XXI
Customer Code & name : 0000003253 Sunny Trading Co.
266 ‐ 1993.
4
4
to:

2
case of outstation customers. Sometimes available
e) Responsiveness in case of accident/spillage? 4
Responds if asked
b) Responsiveness to query/problem 2 Delayed Response

141

3. Responsiveness
4
order. Optimal
4
department? Optimal
2
dispatch of material" Partially satisfied
5
2
5
5. Product Pricing:

142

weight X weight
Product Quality: 45 37 0.822222222 82% 10 370 450
Responsiveness: 25 18 0.72 72% 15 270 375
eSalesmate: 25 22 0.88 88% 15 330 375
Product Pricing: 25 21 0.84 84% 20 420 500
Net Result 78.08%
Total Points: 175 138 100 2030 2600
143

Appendix – XXII
Karni Acid & Chemical
P.Ltd
266 ‐ 1993.
c) Impurity profile 2 Sometimes above limit
5
5
to:

5
144

3. Responsiveness
2
order. Sometime delayed
2
department? Sometime delayed
2
4
2
4
& resources. Slightly benificial
5. Product Pricing:
b) Payment Terms 2 Partially suitable
a) Problem Solving 3 Can not say
b) Time Taken 3 Can not say
145

points

Weight
Product Quality: 45 34 0.755555556 76% 10 340 450
Responsiveness: 25 12 0.48 48% 15 180 375
eSalesmate: 25 18 0.72 72% 15 270 375
Product Pricing: 25 20 0.8 80% 20 400 500
Net result 76.54%
Total Points: 175 132 100 1990 2600
146

Appendix – XXIII
Customer Code & name : 0000002336 Sunny Trading Co.
266 ‐ 1993.
4
4
to:

2
case of outstation customers. Sometimes available
Responds if asked

147

3. Responsiveness
4
order. Optimal
4
department? Optimal
2
5
2
5
5. Product Pricing:

148

weight X weight
Product Quality: 45 33 0.733333333 73% 10 330 450
Responsiveness: 25 18 0.72 72% 15 270 375
eSalesmate: 25 22 0.88 88% 15 330 375
Product Pricing: 25 21 0.84 84% 20 420 500
Net Result 76.54%
Total Points: 175 134 100 1990 2600
149

Appendix – XXIV
Customer Code & name : 0000001262 Tedco Granites
266 ‐ 1993.
4
4
to:

4
150

3. Responsiveness
4
order. Optimal
4
department? Optimal
4
4
2
4
& resources. Slightly benificial
5. Product Pricing:
c) Credit Refunds 2 Sometimes delayed

151

points

weight
Product Quality: 45 34 0.7556 76% 10 340 450
Responsiveness: 25 20 0.8 80% 15 300 375
eSalesmate: 25 18 0.72 72% 15 270 375
Product Pricing: 25 15 0.6 60% 20 300 500
Net Result 74.23%
Total Points: 175 131 100 1930 2600
152

Appendix – XXV
Customer Code & name : 0000003107 Vidisha Exico
266 ‐ 1993.
3
performance in your required end use application. Can not say
4
to:

4
e) Responsiveness in case of accident/spillage? 3 Can not say
a) Helpful, co‐ordeal 3 Can not say
153

3. Responsiveness
5
order. Prompt
2
4
4
4
5
5. Product Pricing:
b) Payment Terms 1 Not suitable
e) Online (direct deposit to HZL bank account) Payment Mechanism 3 Can not say

154

points
Maximum points
X weight
weight
Product Quality: 45 33 0.7333 73% 10 330 450
Responsiveness: 25 15 0.6 60% 15 225 375
eSalesmate: 25 21 0.84 84% 15 315 375
Product Pricing: 25 14 0.56 56% 20 280 500
Net Result 70.77%
Total Points: 175 126 100 1840 2600
155

Appendix – XXVII
Customer Code & name : 0000002842 Rohit Sulfactant Pvt Ltd
266 ‐ 1993.
3
performance in your required end use application. Can not say
4
to:

4
e) Responsiveness in case of accident/spillage? 3 Can not say
a) Helpful, co‐ordeal 3 Can not say
156

3. Responsiveness
5
order. Prompt
2
4
4
4
5
5. Product Pricing:
b) Payment Terms 1 Not suitable
e) Online (direct deposit to HZL bank account) Payment Mechanism 3 Can not say

157

points
Maximum points
X weight
weight
Product Quality: 45 33 0.7333 73% 10 330 450
Responsiveness: 25 15 0.6 60% 15 225 375
eSalesmate: 25 21 0.84 84% 15 315 375
Product Pricing: 25 14 0.56 56% 20 280 500
Net Result 70.77%
Total Points: 175 126 100 1840 2600
158

Appendix – XXVII
Customer Code & name : 0000002296 Star Chemicals
266 ‐ 1993.
4
3 Cannot say
to:

c) Spillage handling 3 Cannot say
4
d) Knowledge related to Handling & Storage. 3 Can not say
e) Responsiveness in case of accident/spillage? 2 Delayed response
159

3. Responsiveness
2
1
department? Too long
2
4
3
sales order, account statements etc. Can not say
5
5. Product Pricing:
A. Please rate your overall experience with HZL 3 Can not say

160

weight X weight
Product Quality: 45 32 0.711111111 71% 10 320 450
Responsiveness: 25 11 0.44 44% 15 165 375
eSalesmate: 25 20 0.8 80% 15 300 375
Product Pricing: 25 16 0.64 48% 20 320 500
Net Result 65.58%
Total Points: 175 115 0.657142857 63% 100 1705 2600
161

Appendix – XXVIII
Customer Code & name : 0000000976 Royal Traders
266 ‐ 1993.
4
3 Can not say
to:

4
Delayed response

162

3. Responsiveness
2
1
2
4
4
5
5. Product Pricing:
A. Please rate your overall experience with HZL 2 Partially satisfied

163

points obtained X Maximum
weight points X weight
Product Quality: 45 32 0.711111111 71% 10 320 450
Responsiveness: 25 11 0.44 44% 15 165 375
eSalesmate: 25 21 0.84 84% 15 315 375
Product Pricing: 25 15 0.6 60% 20 300 500
Net Result 65.00%
Total Points: 175 114 100 1690 2600
164

Appendix – XXIX
Customer Code & name : 0000003379 Royal Traders
266 ‐ 1993.
c) Impurity profile 4 Sometimes within limit
2
performance in your required end use application. Slightly Inferior
4
to:
b) Pumping 1 Very difficult

4
Delayed response

165

3. Responsiveness
2
1
2
4
5
5
5. Product Pricing:
b) Payment Terms 3 Can not say
A. Please rate your overall experience with HZL 3 Can not say

166

weight X weight
Product Quality: 45 24 0.533333333 54% 10 240 450
Responsiveness: 25 11 0.44 44% 15 165 375
eSalesmate: 25 22 0.88 88% 15 330 375
Product Pricing: 25 15 0.6 60% 20 300 500
Net Result 62.88%
Total Points: 175 108 100 1635 2600
167

Chapter – 6
References
1. Ajeet (personal communication). Mr. Amit Ajeet, Executive, Commercial –
HZL.
amit.ajeet@vedanta.co.in
2. http://www.hzlconnect.com/
3. http://www.hzlindia.com/index1.asp
4. http://www.hzlindia.com/vision.asp
5. Garg (personal communication). Mr. Varun Garg, Executive, Acid
Marketing – HZL.
garg.varun@vedanta.co.in
6. http://mooni.fccj.org/~ethall/h2so4/h2so4.htm
7. http://www.thetimes100.co.uk/theory/theory‐‐measuring‐customer‐
satisfaction‐‐413.php
8. http://en.wikipedia.org/wiki/Ranking
9. http://en.wikipedia.org/wiki/Weighted_mean

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‐ 1 ‐

SUMMER INTERNSHIP REPORT

Study of Client Satisfaction Level in

Submitted in Partial Fulfilment of the Requirement for the Degree

Submitted to: Submitted By:

Like many other universities and institutes, Amity School of Business

As a marketing intern in Hindustan Zinc Ltd. (acid business), I found it

I am thankful to Mrs. Supriya Jha for providing me immense help in

I am extensively thankful to my great family, especially to my parents and

Hindustan Zinc Ltd. (HZL), an ancillary of Vedanta Resources, is a major

Topic Page no.

Materials and methods

Results and discussion

Conclusion and recommendations

Chairman – Mr. Anil Agarwal

• Hindustan Zinc Limited (HZL)

INTRODUCTION OF STERLITE GROUP

Shareholders up to 50% of its existing equity share capital at a consideration

INTRODUCTION OF HINDUSTAN ZINC LTD

Hindustan Zinc Limited (HZL), which is an ancillary of Vedanta Resources is

The vision of Hindustan Zinc Ltd. is to be a world-class global company,

COMPANY’S MISSION STATEMENT:

• To be the lowest cost zinc producer on a global scale, maintaining

Sulphuric acid is produced as a by-product in the manufacture of Zinc by

HZL has acid manufacturing plants in Chanderia, Debari and

Chanderia 3 1 pyro, 2 hydro 7.5 lakh tons per year

Vishakapatnam 1 Hydro 90 thousand tons per year

Sulphuric acid is a clear, colourless, odourless, viscous liquid that is very

A person, willing to buy a product/service or having the ability to buy a

For HZL, a customer is an industrial buyer, in other words a company who

INTRODUCTION TO THE TOPIC

RATIONALE OF THE STUDY

There is moderate level of competition in sulphuric acid business in the

OBJECTIVES OF THE STUDY

1. To evaluate the present satisfaction level of the clients with operations

2. To identify the factors whose improvement may bring about an

3. To identify specific complaints of the clients

LIMITATIONS OF THE STUDY

1. The sample size is not expected to be adequate which may be a

2. Because the survey is going to be online. Response rate is expected

Materials and Methods

Customer satisfaction level was evaluated on the basis of seven parameters

Secondary research involves the summary, collation and/or synthesis of

ANALYSIS AND INTERPRETATION

The designed questionnaire had 35 questionnaires. A 5-pointer rating scale

Let’s consider the following sample question:

Q. Your overall experience “from issuance of delivery order to the dispatch of

And the survey questionnaire had total of 35 questions, each having 5

If 1st response/option is ticked = 1 point

35 x 1 = 35 (if a respondent marked 1st response for every question)

Considering the above points, following range was developed:

This was then represented respectively into percentage rating:

0% – 40% = below average or not satisfied

WEIGHTED AVERAGE MEAN (WAM)

It can be calculated as follows:

Consider the following sample evaluation:

Product Quality: 45 38 0.8444 84% 10 380 450

Total Points: 175 160 100 2405 2600

Services rendered had 7 questions so, it could have maximum of:

Responsiveness had 5 questions so, it could have maximum of:

eSalesmate had 5 questions so, it could have maximum of:

Product pricing had 5 questions so, it could have maximum of:

Complaint Handling had 3 questions so, it could have maximum of: