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Industrial Project BBA 6th SEM

Industrial Project BBA 6th SEM

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Published by Abhishek Neogi
Winter Project BBA 6th SEM on the topic Service Quality Study.
Winter Project BBA 6th SEM on the topic Service Quality Study.

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Published by: Abhishek Neogi on Mar 18, 2011
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An Industrial Project Report
Winter Project

ON

SUBMITTED IN PARTIAL FULLFILLMENT OF THE REQUIREMENT
OF BBA
PROGRAMME


LAXMI PROJECT

PREPARED BY : Neogi Abhishek Rajendra

ROLL NO. : 15

CLASS : T.Y. B.B.A.

TOPIC : Service Quality Study

COLLEGE : Laxmi Institute of commerce, Sarigam

ACADEMIC YEAR : 2010-11

Under the guidance of:
Internal Guide
Mr. Virag Shah (college guide)
External Guide
Mr.Anil B Sharma& Mr.Shravan B Sharma (Director)

GRADUATE CENTRE
LAXMI INSTITUTE OF COMMERCE, SARIGAM.

AFFILIATED TO
VEER NARMAD SOUTH GUJARAT UNIVERSITY, SURAT


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Company Certificate

Laxmi Project,Umbergaon

This is to certify that Mr.Neogi Abhishek Rajendra, a student of Laxmi Institute of
Commerce, Sarigam has undergone the training in our organization for the
duration of three months i.e. from 1
ST
December, 2010 to 28
th
February, 2011.
This training was a part of his curriculum. During the above said period, he
was exposed to the working of various departments in our organization.
During his training he was found to be regular in attendance. He applied
himself diligently and industriously towards the training assignment allotted to
him.
We wish him very successful and bright future.

Date:



Mr.Shravan B. Sharma Mr.Anil B. Sharma



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Our B.B.A course is the course constituting study of administration
management and working activities of industries, for better function
every industry needs talented and qualified executives. To reach this
need. Our university has established such a disciplined course which
includes the theoretical and practical aspect of various industrial matters.

The knowledge and guidance about theory subjects of industry is
given by our learned professor also for the practical study of the same I
got permission to visit Laxmi Project.

The report thus contains all the information of the company from its
commencement till the last chain of production with detailed study of all
the department and specialization in marketing department.










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Though, the preparation of this project report is my own
work, I have received help from many quarters. I am thankful to all
those who helped me in caring out this work.


I express my deepest of gratitude towards Mr.Anil B
Sharma of Laxmi Project & all members of unit; with their admirable
co-operation the completion of the report has been possible.


It gives me great pleasure in thanking my supervisor Mr.
Virag shah Sir. Without his ever ready help, whole hearted guidance,
never ending encouragement and enthusiasm, it was difficult to bring
this project to its present form.







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I the undersigned Neogi Abhishek Rajendra student of T.Y. B.B.A hereby
declare that the project work present in this report is my own work and has been
carried out under the supervision of Mr. Virag Shah of Laxmi Institute of
Commerce.

This work has not been previously submitted to any other university for any
examination.




Yours Faithfully,
Date :-
Place:-Sari gam
___________
(Neogi Abhishek Rajendra)





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Every time and for everybody it is not possible to read the whole Report but if a person wants to have a
quick overview but at a same time not a superficial look, executive summary serves the purpose. Executive
Summary as the name suggest truly summaries the whole report so that the person can have an idea by just reading
this part that should he go ahead, whether this is of any importance to him or only a certain part.
This report is about the “Quality Service of Laxmi Projects in industries of Umbergaon”. The report
begins with the introduction of the blower industry, the company overview, its products and offerings & brief
departmental study.
The next comes the very essential part that is the Research Methodology, here how has the researcher
progressed in the entire report is given, starting with the Title of the study, the problem statement, the objectives as
to why this study has been carried, the research design applied, where are data collected from, the population and the
sample size, the analysis and structure of report.
The next is the most important and the core part of the study that is the Data analysis, which is the heart of
the report as to whatever calculation done to get the desired solutions is shown here in the detail format. Step by step
progress of the study is shown so that the reader gets the complete idea on the ways the final solution is arrived at,
here a small interpretation is also given as to what is the result of the calculations.
The next is the Findings of the study, after the thorough efforts put down by the researcher what findings
came out which can be beneficial to the reader.
The later part consists of Conclusion that is from the whole study what the final word is and whether the
objective for which the training is undertaken is served or not. Followed by the recommendations that arises out of
the study.
The next part is the Bibliography where all the sources from where various data are collected including
books, various researches and websites are enlisted.
The third and last part of the report consists of the Annexure which includes the questionnaire used for data
collection.



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TABLE OF CONTENT
Sr.No. Particulars Page No.
Chapter 1 Company overview
 Industry overview
 Company overview
-company profile
-vision and mission
-Board of Directors
-clients list
-terms and condition of order
-organization chart
-product range of company

Chapter 2 Theory and Literature Review


Chapter 3 Research methodology
-problem definition
-research objective
-methodology


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 project time period
 nature of data
-research design
-data sources
-tools and techniques
-sampling
-type of study
-tools for data collection

Chapter 4 Analysis and interpretation

Chapter 5 Findings, Suggestion and Conclusion.
Chapter 6 Bibliography

Chapter 7 Annexure










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Name of the Company : LAXMI PROJECT.

Address : 2802 / B, III Phase, G.I.D.C.,
Umbergaon – 396 171. Dist. Valsad (Gujarat)


Contact No. : Tel.: + 91 260 2563946, 2561146.
Fax: + 91 260 256 4146

Area : Total Area 30,000 sq. ft.
Covered Area 18,000 sq. ft.
Open Area 12,000 sq. ft.

Connected Power : 50 K.W.

Type of Company : Proprietor

Year of Establishment : Established January 1993.

Board of Directors : Mr.Shravan B. Sharma
Mr.Anil B. Sharma

Organization set up : Manager / Staff – 2
Administrative – 3
Supervisor – 2
Draft Man – 2
Skilled Workers – 12
Semi-Skilled – 7
UN Skilled – 20

Sources of Major Components : Steel – Market, Casting – Foundries,
Of equipment, whether in house Fabrication – in House, Machining – in House
Fabrication or bought out items Assembly & Testing – in House
Painting – in House

Testing Facilities of Equipment : As per IS Standard
IS – 4894 / AMCA – 210

Balancing : As per ISO – Grade 6.3/2.5 – 1940





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 Aiming High:
We should be one of the largest Blower manufacturing Companies in the Country. Our
growth in size will be through continuous review of potentials of the existing manufacturing
resources, strategic acquisitions and expansions
 Quality Quest:
Product quality, consistency and customer service will be pursued as an act of faith
throughout the organization.
 Pursuit Of Excellence:
The growing size of our business permits us to have an R & D set up of our own. We shall
continuously challenge methods, systems, operating parameters. We shall constantly review our
manufacturing systems to upgrade quality and value of products.
 Value Addition:
To ensure customer satisfaction by providing world class products and engineering services






















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The new millennium will bring with it new challenges and greater opportunities. The 21st
century will most certainly see the unfolding of a period of extraordinary possibilities and
incredible developments bringing about more fundamental changes in the global economy than
the last 200 years. The successful corporates will be those who equip themselves to meet the
challenges and convert opportunities into winning strategies. If we are to keep pace, it is
imperative that we learn to successfully tread the global pathway.
However it must be remembered that it is not enough to adopt a set of values and just leave them
in place. In order to move with the changing times, values and ideas must be ceaselessly re-
examined so as to ensure that they are in tune with the organization’s goals.
The Laxmi Project is committed to contribute its might in making the 21st century an "Indian
Century".





























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 Stringent quality testing facility and all products are ISO 9001:2000 certified.

 Highly competitive prices.

 Speed up delivery of orders.

 Efficient post sales services
























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This company was started in Jan. 1993 for the manufacture of Centrifugal and Axial FlowFans
based on renowed designs from all over the world. From a small start of a few engineers&
executives today we employ over 50 people. Presently we have two units in Gujarat
Manufacturing Blowers. We also have extended our activity in pollution control equipment’s.

The technology available has been improved & updated which has today brought thecompany to
a leading position and we take pride in our management & staff to achieve thisreputation & name
in the field.

We are working & striving to become the best in fan manufacturing. We are also in torchwith
developed countries for upgrading our technology for energy efficient Fans.

LAXMI PROJECT is one of the leading manufacturer of Air handling equipments like
Centrifugal Blower, Industrial Blower, Induced Draft Fan, Forced Draft Fan, Primary Air Fan,
DIDW Fans, Axial Flow Fans, Multiclone Fly Ash Collector, Pulse Jet Bag Filter, Rotary
Airlock, Cabinet Blower, Hot Air Blower, Tube Axial Fan, Primary Air Fan, Damper,
Mechanical Seal, Humidification-Plant, Dust Collection System, Bag Filter, Oil Cool Bearing
Housing etc. Currently we are serving the global industrial market with our base in India.

LAXMI PROJECT was established by a group of young entrepreneurs with ambitious plans and
assisted by a team of top technocrats in the line.

OUR STRENGTHS
» Voluminous industry experience
»
Successful accomplishment of large number of
projects
»
One stop source for all air handling and ventilation
requirements
»
Integrated work approach enabling complete customer
satisfaction
»
Customized solutions to meet your exacting
requirements




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Infrastructure :

Our infrastructural set up is one of the biggest strengths. Our state-of-the-art production unit helps
us to engineer premium quality products. We continuously upgrade our technologies to keep pace
with our competitors. Our engineers are engrossed in innovating new concepts for the ease of our
clients.

Quality :
Since the inception of our company, we have maintained high quality by using best quality raw
material and efficient manufacturing practices. To maintain the trust of our clients, we endeavor to
improve our products and strive to elevate the standards of quality. Our team of experts maintains a
strict vigil during the manufacturing process to ensure that the products are flawless.

Why we?
»
High quality products for multiple application
available under one roof.
»
We specialize in making customized equipment to
best suit the requirements of our clients
»
Stringent quality testing facility and all products are
ISO 9001:2000 certified.
» Highly competitive prices.
» Expedite delivery of orders.
» Efficient post sales services


















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Laxmi Project markets the products by the manufacturing units situated in
Umbergaon (Gujarat) where we are manufacturing Centrifugal & Axial Fans. The
types of fans vary considerably and we are manufacturing in various designs to
meet the applications and requirement of the customers.

Laxmi Project as a recognized and dependable supplier of high quality products
approved by various agencies and inspection standards and they enjoy the
patronage of highly reputed companies in Air conditioning and also in allied fields.

This enables the company to get repeat orders, thus improving the competency and
Commitment toward existing clients.
Laxmi Project markets the products by the manufacturing units situated in
Umbergaon (Gujarat) where we are manufacturing Centrifugal & Axial Fans. The
types of fans vary considerably and we are manufacturing in various designs to
meet the applications and requirement of the customers.

Laxmi Project as a recognized and dependable supplier of high quality products
approved by various agencies and inspection standards and they enjoy the
patronage of highly reputed companies in Air conditioning and also in allied fields.

This enables the company to get repeat orders, thus improving the competency and
Commitment toward existing clients.












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The company is headed and managed by experienced techno crafts in a
professional manner. The rich experience of the involved team in the field
makes our working customer friendly.

Laxmi project have often utilized the services of various consultation firms
for design, quality control, management and other aspects of the organization
which in itself projects the modern outlook and the desire for a continuous on
going improvement. The company management has always had the policy to
update their product range as well as implement the modern techniques both
in production methods and management.

They have always tried to understand the needs of the industry and develop
their organization to meet the challenge of the changing environment.

The management has always considered customer satisfaction of upmost
importance and has built this philosophy of the company to the root levels. A
satisfied customer is the best advertisement for any company and the
management has never compromised on this even at the cost of losing money
which they have lost on many occasions. The management believes that any
commitment given by the company must be fulfilled at all costs even if
outside expertise has to be sought.








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Laxmi Project has adopted very strict quality control measures to ensure that
a uniform acceptable quality, keeping in view the requirements, of the
products and the applications met at all times.

Laxmi Project understands that the quality requirements differ with the
applications and recognizing this fact has laid out different types of norms to
be followed depending on the requirement of the clients, consultants, the
applications and the accuracies needed.

To ensure that all our products meet performances guaranteed to the clients,
we have performance testing set-ups which enable us to test fans as per IS
and AMCA standards. The company has had the occasion to test fans, with
impeller diameters of 2000mm. and above, be it at reduced RPM such that
the maximum power consumption does not exceed 75 horse powers.

To ensure that the impellers and the rotors meet the balancing standards set
by international and / or National Standards, we have precision balancing
machines and stroboscopes for analyzing the vibrations of the assembled
finished products.

To further standardize and ensure a uniformity of production. We have
continuously added machines, the latest one being profile Copying Nibbling
Machine which also copies whole punching to match those of the templates
exactly. This is a continuous process in keeping with the philosophy of the
management and the addition of machines or equipment is need based with
no constraints in capital investment.

The tooling including templates, jigs, Fixtures and dies are continuously
modernized and new ones added to improve their range of products and their
quality.


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The company has over the last decade standardized the designs, quality
control procedures, testing procedures and various other aspects to ensure a
uniform quality and interchangeability in the products. They have widened
their ranges of the products Considerably during the period.

If any of the skills in designing or development was missing in-house they
have never hesitated in engaging consultants, advisers and other personnel for
guiding them and helping Them in developing various products.

Every now and then, new products are added to the range. We have been
continuously in touch with the developed countries for technology up
gradation.












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Esteemed Domestic Clients
Aarti Industries Limited. Vapi, Gujarat

Agarwal Paper Mills Limited Vapi, Gujarat
Anchor Health & Beauty Care Private Limited Daman, U.T.

Atul Limited (Colour Division) Umbergaon, Gujarat

Aalidhra Tex Tool Engineers Pvt. Ltd Dadra, U.T.

Apsara Art Material Private Limited Umbergaon, Gujarat

Beekaylon Synthetics Limited. Silvassa, U.T.

Bilag Industries Ltd. Vapi, Gujarat

Batliboi & Company Limited Udhana, Surat

BRG Iron & Steel Co. Pvt. Ltd. Denkanal, Orissa

Cello Household Appliance Daman, U.T.

Chandan Steel Limited Umbergaon, Gujarat

Donear Synthetics Limited Silvassa, U.T.

En-pro Project & Engineering Services Surat, Gujarat

ElectroTherm (I) Ltd Thaltej, Ahmedabad.

Grindwell Norton Limited Uran, Maharashtra

Gujtex Engineering Company Surat, Gujarat

Harish Textiles Engineers Limited Umbergaon, Gujarat

Hindustan Inks & Resign Limited Vapi, Gujarat



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Industrial Blowers Limited Vapi, Gujarat

IPCA Laboratories Limited Silvassa, U.T.

Jindal Iron & Steels Limited Tarapur, Maharashtra.

JSW Steel Limited Vidhyanagar, Karnataka

Kalind Steel Limited Ahmedabad, Gujarat.

Kirloskar Electrodyne Limited Pune, Maharashtra

Klenzaids Bioclean Devices Pvt. Limited. Umbergaon, Gujarat

Kansai Nerolac Paints Limited Ratnagiri, Maharashtra

Lupin Limited Tarapur, Maharashtra

Micro Inks Limited Vapi, Gujarat

Gautam Chemicals Mumbai
Srivaari Chemicals (p) Ltd Andheri
New chemi Industries LTD Vapi
Jalaram Chemicals Sarigam
Manav Bio-chem pvt LTD Ahmedabad
BASF Mumbai
Devarshi Petro-chem (p) LTD Vapi
Chemisol Industries Vapi
Anuj Chemicals Mumbai
Sarjak Chemicals Vapi
Parth Products Vapi
Aroma Industries Ankleshwar
Sabero Sarigam
N R Agrawal Industries LTD Vapi


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India Glycols LTD Andheri
Amit Chemicals Industries Vapi
Jaysons Chemicals Industries Mumbai
Boc Gases Ahmedabad
S R Chemicals Ankleshwar
Param Chemicals Valsad
Nocil LTD Thane





Estimated International Clients













































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Axial Flow Fan

Our company is recognized as one of the preeminent Axial Flow Fan Manufacturers and Exporters from India. Our Axial Flow
Fans are ideally designed to meet the industrial requirements of ventilation and air conditioning. Our Axial Flow Fans are also
used for exhaust in all most all the industries. Our Fans are designed to provide efficient trouble free service & reduce the initial
operating cost to minimum. The blade impellers are made of cast aluminum alloy and M.S sheet. The blades are directly mounted
upon the motor shaft and the impeller is aerodynamically designed.

Propelled by (Hydraulic, Electrical, And Pneumatic / CNC): Electrical

Capacity: 5.0 Hp to 20 Hp

Special Features:
 More air volume
 Low noise level

Technical specification:
 Fan sizes from 180 mm up to 2500 mm
 Volume flow from 750 m3/h up to 100000 m3/h
 Pressure from 5 mm up to 75 mm


Applications:

Pressurization Evaporative cooling towers
Ventilation Fume exhaust system
Humidification Dry spray paint



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Centrifugal Blower
We are well-established as one of the dependable Centrifugal Blower Manufacturers & Exporters from India. Our Centrifugal
Blowers are suitable for all applications requiring considerably higher pressure than those can be achieved using centrifugal fans.
The side channel exhausters are used in all those applications requiring an operating vacuum higher than the one achievable by a
fan, but not as to require the use of a vacuum pump. Moreover, the rotating parts are not in contact with the casing of the blower.
Therefore, there is no friction during operation, and thus no internal lubrication is necessary. Gas moving through the Centrifugal
Blower remains uncontaminated and completely free from oil.

Capacity: 0.55to 15 hp
Special Features:

Low noise level No vibration and complete dynamic stability
Higher Air flow ratio Pulsation free discharge
100%oil free air Cooler running bearings
Minimal and simple maintenance Easy installation
Compact and rugged Suitable for environmental protection

Applications:

Centrifugal blowers are suitable for very
wide field of applications
Transfer of paper sheets
Dust collector Sorting / counting of cards/envelopes / papers
Vacuum transfer of components / sheets Beverage bottling / labeling / Drying
Blowing away debris / sucking away
debris
Paper / sheet / boards drying
Printing machineries Medical / dental suction units
Air bearing Agitate and aerate water in spa / whirlpool /
swimming pool / fishing tanks / aquaculture
Furnace fuel burning Waste disposal and waste management systems


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Agitation of liquid bath to clean Air knives
Keeping yarn / threads/ product in place
during processing / sewing / knitting
Vacuum cleaners and dust collectors
Provide air cushion to handle delicate
material like glass





Bag Filler

One of the most efficient systems for separation of fine particles or removing solid contaminants
from air exhaust gases or recovery of material is the bag filtration. It provides high efficiency.

The dust which is filtered from air / gas collects inside the bag. It is then removed by means of
manual / mechanical / electrical / reversed air cleaning.

Attributes:
 Low temperature, high filtration (100%) applications
 Filtration at high temperature up to 400º C or more
 Fuel gas from coal-fired blowers in power plants
 Dust capture from solid waste incineration
 Filtration of toxic gas with high content of polluting metallic elements
 Filtration of corrosive and other chemically active dust
 Arrest of high value dust such as gold, silver and titanium
Special Feature:
1. Inlet centrifugal blower gives maximum cyclonic effect.
2. Inspection doors for easy access for maintenance
3. Heavy duty construction.
4. Provision for waste spray and screw conveyer.
5. Effective separation of inlet/outlet gases.
6. Fitted with rotary valve for continuous operation.


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Induced Draft Fan
High volume medium pressure fan
For Blower, Induced Draft,Incinerators,Bag Houses,Sintering Machine and other industrial application. Fan available in heavy
duty construction with or without inlet box.
Distinctive features
 Range of impeller diameters for each size of fan matching required flow and pressure condition.
 Available in V-Belt drive/Direct Couple drive arrangement.
 Designed for direct conveyance of highly abrasive material and heavy dust.
 For handling fibrous materials, the fan is constructed with special impeller design.
 Designed for handling gases with temperature (up to 400oc) specially designed fans, to handle even higher
temperature can be supplied.







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Forced Draft Fan
Medium volume medium pressure fan
For supply of air for combustion system, cooling, Drying, Conveying, Glass Blowing Burners, Cupolas and other industrial
Application.
Distinctive Features
Range of impeller diameters for each size of fan matching required Flow and Pressure condition DITECT DRIVE
Low running cost, Reliavle operation, modest space requirement, Low installation cost, Low maintenance cost, it can also be
available in Coupling Drive or V-Belt Drive
Interchangeable impeller: Easy to adapt to altered Flow and pressure requirements.
Backward curved impeller for High efficiency








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Industrial Blower Industrial Blower Industrial Blower Industrial Blower











Cabinet Blower Hot Air Blower Tube Axial Fan Tube Axial Fan




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DIDW Fans Primary Air Fan Damper Mechanical Seal











Humidification-Plant Dust Collection System Bag Filter Oil Cool Bearing
Housing











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 QUALITY PRODUCTS
Laxmi Blower air moving products are best known for their "industrial quality," a standard of manufacturing
assuring certified performance, relentless dependability, and longevity.

 CUSTOMER SATISFACTION
Being a customer centric organization, we always make an endeavour to satisfy our esteemed clients with our
qualitative range of air pollution control and ventilation system equipment. Our meticulous workforce who is
regularly trained enables us in the productive fabrication of our range in adherence to the industrial quality
standards. Below cited are some of the reasons which make us different from others and enhance the level of
customer satisfaction:
 Qualitative variety in the leading industrial price
 Robust infrastructural facility
 Absolute client satisfaction
 Ethical business policy with our clients
 Customized solutions of our designs

Our objective is to achieve the highest levels of satisfaction by developing our range of equipment in accordance
with the latest drift and technology in the market. For this our team maintains regular interaction with our esteemed
clients. We have been able to fulfil the varied industrial requirements of our clients, who are spread in different part
of India. We also provide various payment options such as cash, and demand draft which aids our client in easy
dealing with us.

 SHAPING SOLUTIONS
Solving difficult and unique air moving problems has earned Laxmi Blower a reputation for exceptional
performance and reliability. Whether its energy related or industrial processing or simply moving a precise volume
of air, a staff of specially trained engineers will design a dependable fan that exactly fits your performance and
dimensional requirements.

















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Validity : Our offer is valid for 30 days from this offer date.
Central Excise Duty : Extra @16.48%.
V. A. T. : Extra @ 4%.
Inspection : At our works UMBERGAON before dispatch.
Packing & Forwarding : Extra to your account as applicable.
Payments : 40% advance and balance against Pro-Forma Invoice prior to dispatch.
Delivery : Within 3 weeks from your confirmed Purchase order date.
Guarantee/Warranty : The equipment supplied by us will cover a warranty period of 12
months or more from the date of invoice against any manufacturing
defect. However, this warranty does not cover any bought out item, any
replacement of part damage due to neglect, rough mishandling etc. at the
customer’s factory.




















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Fax Order Form
To place an order via fax simply print this form, fill in the information below and fax the completed form to. If you have any questions please
visit http://www.laxmiblower.com/contacts.htm+ 91 260 2563946, 2561146

Order Information
Please verify that the product information is correct and select the format(s) you require.
http://www.laxmiblower.com/contacts.htm

Product Formats
Please select the product formats and the quantity you require.

User License Quantity: _____

Contact Information
Please enter all the information below in BLOCK CAPITALS

Title: Mr. Mrs. Dry Miss MS Prof

First Name: _____________________________ Last Name: _________________________________

Email Address: ______________________________________________________________________

Job Title: __________________________________________________________________________

Organization: _______________________________________________________________________

Address: __________________________________________________________________________

City: __________________________________________________________________________

Postal / Zip Code: ___________________________________________________________________

Country: __________________________________________________________________________

Phone Number: _____________________________________________________________________

Fax Number: __________________________________________________________________________


Payment Information
Please indicate the payment method, you would like to use by selecting the appropriate box.

Payment by credit card Card Number: ______________________________________________
Expiry Date__________ / _________
CVV Number _____________________
Card Type (ex: Visa, Amex…) _________________________________
Payment by wire transfer

Payment by check

Customer signature:

Please note that by ordering from Report linker you are agreeing to our Terms and Conditions athttp://www.laxmiblower.com/feedback.htm
---------------------------------------------------------------------------------------------------------------------
Please fax this form to
+ 91 260 256 4146



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Customers form service expectations from many sources, such as past experience,
word of mouth, and advertising. In general, customer compares the perceived
services with the expected services. If the perceived service falls below the
expected services, customers are disappointed.

1. Gap between consumer expectation and management perception:
-Management does not always correctly perceive what customers want.
2. Gap between management perception and service-quality specification:
-Management might correctly perceive customers want but not set a performance standard.
3. Gap between service-quality specification and service delivery:
-Personnel might be poorly trained, or incapable of or unwilling to meet the standard; or they
may be held to conflicting standards, such as taking time to listen to customers and serving them
fast.
4. Gap between service delivery and external communication:
-Consumer expectations are affected by statements made by company representatives and ads.
(External communication distorts the consumers’ expectations.)
5. Gap between perceived services and expected services:
-This Gap occurs when the consumers misperceives the service quality.




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Based on this service-quality model, researchers identified the following five determinants of service
quality, in order of their importance.
1. Reliability- The ability to perform the promised services dependably and accurately.
2. Responsiveness- The wiliness to help customers and to provide prompt services.
3. Assurance- The knowledge and courtesy of employees and their ability to convey trust and
confidence.
4. Empathy- The provision of caring, individualized attention to customers.
5. Tangibles- The appearance of physical facilities, equipment, personnel, and communication material.
Reliability Responsiveness
 Providing service as promised  Keeping the customer informed as to when services
will be performed.
 Dependability in handling customers’ service
problem
 Promote services to the customer.
 Performing services right the first time  Willingness to help the customer.
 Providing services at the promised time  Readiness to respond to customers’ requests
 Maintaining error – free records
 Employees who have knowledge to answer the
customer question


Assurance Empathy
 Employees who instill confidence in customers  Giving customers individual attention
 Making customers feel safe in their
transactions
 Employees who deal with customers in a caring
fashions
 Employees who are consistently courteous  Having the customers’ best interest at heart
  Convenient business hours





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Tangibles
Modern equipment
Visually appealing facilities
Employees who have a neat, professional appearance
Visually appealing materials associated with the service












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The creation of customer satisfaction can provide several benefits, including the relationship
between companies and consumers are pleasant, providing a good basis for the purchase and re-
creation of customer loyalty, and form a recommendation by word of mouth that can benefit the
company.
In researching satisfaction, firms generally ask customers whether their product or service has
met or exceeded expectations. Thus, expectations are a key factor behind satisfaction. When
customers have high expectations and the reality falls short, they will be disappointed and will
likely rate their experience as less than satisfying.









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We would be grateful if you could spare a few minutes to complete this Service Quality
Questionnaire to help us ensure that our standard of customer care exceeds expectations
wherever possible.
Please tick the appropriate box to indicate your degree of satisfaction.
Where: 1 = Excellent,
2 = Good,
3 = Satisfactory
4 = Poor










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41






“MEASUREMENT OF EFFECTIVENESS OF
SERVICE QUALITY OF PRODUCTS OF LAXMI
PROJECT”.









`
42

Service Quality Study shows a relationship between quality, market
share, and return on investment.

Quality is a powerful competitive force

The project was to be carried out in 2 phases.
To conduct survey on services offered by Laxmi Blowers.

Phase 1:
 To find out any deficiency in the services offered by Laxmi
Blowers.
Phase 2:
 To conduct research focused on the relationship between customer
satisfaction and retention.
 To find the services/quality expected by the customers.




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43

The main objective of the study is to analysis the Quality Service of Laxmi Projects in the
industries of Vapi, Umbergaon, Mumbai, sarigam & Ankleshwar.


Benefit of Research
 This survey will helpful to the company in knowing their Service quality.
 This survey will be helpful to company in determine the amount to be spend on to improve
service quality of the organization.
 This will also aware to company about problem that faced by customer.
 They can easily know about their position in their industry.
 They can also know about their strength and weakness.
 Company can also use research finding and recommendation for the problem that they
faced.













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44

Research : Descriptive
Data Source : Primary Data, Secondary Data
Research Method : Survey Method
Research Tool : Questionnaire
Type of Questionnaire : Structured
Type of Questions : Open & Closed ended
No of Questions : 14
Place : Vapi, Umbergaon, Mumbai, sarigam
& Ankleshwar









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45

Sampling design is one of the most important aspects where the design must be appropriate
in order to have the desired result. Sampling design includes various aspect and they are as follows:

 Sampling Area : Vapi,Umbergaon,Mumbai,sarigam &
Ankleshwar
 Sample Size : 50














`
46

The method used in the research (survey) is of probability type as I am unaware about the
results. It can be either of the side. It is area of Vapi, Umbergaon, Mumbai, sarigam & Ankleshwar
city under which I have conducted the research.
The research is based on Convenience Methods I used the questionnaire as my data
collection tool. This is so because I want to know the Service Quality of the company. This can be
done by using questionnaire.







`
47


Data is the information collected from various sources. It is concerned with gather accurate and
proper knowledge about the problem that is in hand. Formally there are 2 types of gathering
information namely primary data and secondary data. The study is based on two data:

(A) PRIMARY DATA
Primary data is the data which is based on current facts and it is the first hand data collected
by the researcher for the first time regarding the research problem under study.

The primary data is collected through structured questionnaire in order to obtain the desired
information.

(B) SECONDARY DATA
It is the published data and is readily available. It contains all past records and references. It
is the data that have already been collected for the purpose of other than the problem at hand
of researcher.

The secondary data is collected through company websites, books and past reports.



In the project we have gone through both PRIMARY and
SECONDARY data collection using Questionnaire and other
sources



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48


There are two type of study:
 Census study
It involves a complete enumeration of the elements of populations or study objects or
groups at a point in time with respect to well defined characteristics. It involves the study
of whole population.

 Sample study
A sample is a finite part of a statistical population whose properties are studied to gain
information about the whole.

Here the study is sample study as the sample sizes are defined.




In this project we have gone through SAMPLE
STUDY of the clients and non-clients of LAXMI
PROJECT.



`
49

















`
50

1. In evaluating your most recent customer service experience, was the
quality of service you received:
Very Poor 2
Unsatisfactory 14
Average 14
satisfactory 16
Superior 4


Interpretation:-
Above chat shows that 32% think the quality of service they received was satisfactory, 28% are
average, 28% unsatisfied, 8% superior and 4% very poor with the quality of service experience.

Objective of the Question:-
The objective of research is to evaluate the customer service experience quality.

Conclusion:-
So we can say that the quality of service is satisfactory.
2
14
14
16
4
service exp
service exp


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51

2. The process of getting your problem resolved was:

Very Poor 2
Unsatisfactory 2
Average 16
satisfactory 26
Superior 4


Interpretation:-
Above chat shows that 4% think process of getting problem resolved was very poor, 4% are
unsatisfied, 32% think its average, 52% are satisfied and 8% think process of getting problem
resolved was superior.

Objective of the Question:-
The objective of research is to evaluate the process of getting problem resolved.

Conclusion:-
So we can say that the quality of service is satisfactory.
resolving problem
2
2
16
26
4
resolving problem
resolving problem


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52

3. How would you rate the overall quality of Laxmi Project product:

Excellent 16
Good 31
Fair 2
Bad 1
Unacceptable 0


Interpretation:-
From the above graph we can conclude that 32% think the overall all quality of Laxmi
project is Excellent, 62% think it’s good, 4% think it’s fair and 2% think it’s bad.

Objective of the Question:-
To determine the overall quality of product of Laxmi Project.

Conclusion:-
From the above graph I came to conclusion that the overall quality of product of Laxmi
Project according to its customers is up to the expected level.

16
31
2
1
0
Overall Quality
Overall Quality


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53
4. In your most recent customer service experience, how did you contact the
representative?

in person 5
By telephone 25
Internet 20


Interpretation:-
From the above graph we can conclude that 10% contact customer service representative in
Person, 50% by Telephone and other 40% by Internet.

Objective of the Question:-
To determine the ways which is more favorably used by customers to contact customer
service representative.

Conclusion:-
From the above graph I came to conclusion that most of the customers use Telephone to
contact the customer representative and other mode used favorable is Internet.

5
25
20
contacting customer representative
in person By telephone Internet


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54
5. The customer service representative as very well-mannered.

Strongly disagree 0
disagree 14
Neutral 14
agree 18
Strongly agree 4


Interpretation:-
From the above graph it can be interpreted that 28% disagree, 28% neutral, 36% agree
and 8% strongly agree that the customer service were very well mannered.
Objective of the Question:-
Objective was to determine what the customers think about the customer service representative
were very well mannered.
Conclusion:-
From the above graph I concluded that customer representative were very well mannered
about behaving with their customers.




Strongly
disagree
disagree
Neutral
agree
Strongly
agree
0
14
14
18
4
nature was very well-mannered
nature was very well-mannered


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55
6. Which of the following qualities of the service representative stood out as being
superior?

Patient 4
Enthusiastic 7
Listened carefully 6
Friendly 8
Responsive 9
Problem Solver 16


Interpretation:-
From the above graph it can be determined that 8% patient, 14% Enthusiastic,12%
listening carefully,16% Friendly 18% responsive and 32% Problem Solver are some of the
qualities of customer service representative that stood out.
Objective of the Question:-
To determine which qualities of the customer service representative that customers like the most.
Conclusion:-
From the above graph I concluded that customers like the quality of problem solving of
customer service representative.


4 7
6
8
9
16
qualities of customer representative
qualities of customer representative


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56
7. What qualities of the customer service representative annoyed you?

Not patient 6
Not enthusiastic 9
Didn't listen carefully 8
Unfriendly 7
Unresponsive 4
No qualities annoyed me 16


Interpretation:-
From the above graph it can be determined that 12% not patient, 18% Not enthusiastic,
16% didn’t listen carefully, 14% unfriendly, 8% Unresponsive & 32% no qualities annoyed me.

Objective of the Question:-
To find out what qualities of customer service representative annoyed the customers

Conclusion:-
It can be conclude that No qualities of customer service representative annoyed the
customers.

0
5
10
15
20
6
9
8
7
4
16
customer service annoyed you


`
57
8. The customer service representative handled my call quickly.

Strongly disagree 2
disagree 12
Neutral 10
agree 17
Strongly agree 9



Interpretation:-
From the above graph it can be interpreted that 4% strongly disagree, 24% disagree, 20%
neutral, 34% agree and 18% strongly agree that there call are handled quickly by the
customer service representative.
Objective of the Question:-
To determine how quickly the calls are handled by customer service representative

Conclusion:-
It can be concluded that customers think their call are well handled.


0
5
10
15
20
Strongly
disagree
disagree
Neutral
agree
Strongly
agree
2
12
10
17
9
handeled my call quickly


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58
9. What would best describe your experience, when you called?

Kept me waiting on hold 6
Had to explain several times 4
Didn't know how to handle problem 12
Had to ask others 18
Spoke slowly 2
No improvement needed 8


Interpretation:-
From the graph it can be determined that 12% kept me waiting on hold,8% had to explain
several times,24% didn’t know how to handle the problem,36% had to ask others,4%
spoke slowly and 16% no improvement needed this was the customer experience when
they called.
Objective of the Question:-
To determine the experience of the customer when they called the customer service
representative.
Conclusion:-
It can be concluded that the customer service representative had to ask others senior personels.

experience when you called
0
5
10
15
20
6
4
12
18
2
8
experience when you called


`
59

10. The customer service representative was very knowledgeable.

strongly disagree 2
disagree 6
Neutral 7
agree 23
Strongly agree 12



Interpretation:-
From the above graph it is found out that 4% strongly disagree,12% disagree, 14%
neutral and 46% agree and 24% strongly agree that the service representative were very
knowledgeable.
Objective of the Question:-
To determine how knowledgeable are the service representative.
Conclusion:-
It can be concluded that the service representative are knowledgeable.
0
5
10
15
20
25
strongly
disagree
disagree
Neutral
agree
Strongly
agree
2
6 7
23
12
customer service representative knowledgeable


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60

11. The customer service:
Gave me the wrong information 4
Didn't understand the question 6
Gave unclear answer 9
Couldn't solve problem 3
Disorganized 6
No improvement needed 22


Interpretation:-
From the above graph it is interpreted that 8% Gave me the wrong information,12%
Didn’t understand the question,18% Gave unclear answer,6% couldn’t solve problem,12%
Disorganized and 24% no improvement needed in the customer service.
Objective of the Question:-
To determine the problems with customer service.
Conclusion:-
It is concluded that the customer service needs no improvement.



0
5
10
15
20
25
4
6 9
3 6
22
customer service provided info.


`
61

12. The waiting time for having my question addressed was satisfactory
.
Strongly disagree 2
disagree 6
Neutral 14
agree 21
Strongly agree 7



Interpretation:-
From the above graph it is found out that 4% strongly, 12% disagree, 28% Neutral, 42%
agree and 14% strongly agree with the questions addressed by customer representative
were satisfactory.
Objective of the Question:-
To determine the waiting time for questions being answered.
Conclusion:-
It can be concluded that customers think time taken by customer representative is up to the
expected level.
0
5
10
15
20
25
Strongly
disagree
disagree
Neutral
agree
Strongly agree
2
6
14
21
7
waiting time for the solution


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62


13. My phone call was quickly transferred to the person who could best assist me:

Strongly disagree 0
disagree 8
Neutral 9
agree 20
strongly agree 13


Interpretation:-
From the graph it is found out that 16% disagree, 18% neutral, 40% agree and 26%
strongly agree that the phone calls were quickly transferred to the person who best
assisted.
Objective of the Question:-
To know whether the call are transferred to the person who had good knowledge about the
problem.
Conclusion:-
It can be concluded that transfer of call is up to the expected level according to the customers.

0
5
10
15
20
Strongly
disagree
disagree
Neutral
agree
strongly agree
0
8
9
20
13
transfer of call to the best person who can assist me


`
63


 The quality of service provided by customer representative is satisfactory.

 The overall quality of product is up to the mark.

 Solving the problem according to the customer is the quality of service representative that stood
out.

 The customer service representative should be trained well to solve customer problems.

 Customers are satisfied with the time taken to solve their queries.

 More service engineer should be appoint so that problem can be solve fast & Training is also
given to customer service representative people to perform well.

 Feedback from the customer should be taken after a fixed period of time & corrective action
should be taken.

 It is also find out that company should focus on communication task with customer.


GENERAL FINDINGS
 According to the customers and Industrial knowledge it came into my knowledge that the senior
members are well aware and knowledgeable about different problems that occurs.

 If the organization can approach the clients at an regular interval under warrantee period and ask
for any problems related to the product they are using this will satisfy the customers and help in
creating more customers






`
64






 The company is satisfying its customers by quality service experience.
 From the research it can be concluded, that the customers are satisfied with the
company quality services. The company should regularly check its service team and
make continuous changes required.













`
65


I. As per the result about 68% of the customers are satisfied with the problems tackled
by the service personnel.
II. Here those who do not satisfy with service personnel, the company should pay more
attention to them.
III. Here Laxmi Project should have to give more efforts to provide better services to
customers and to reach at a better position.
IV. The company should focus on the problem faced by service representative.

















`
66



 Reference book
Marketing management (by Philip kotler)
 Website
WWW.Google.Com
www.laxmiblower.com
 Other material
Company report











`
67
























`
68

ON
Service quality

LAXMI PROJECT

1. In evaluating your most recent customer service experience, was the quality of service you
received:
Very poor
unsatisfactory
average
satisfactory
Superior

2. How many years/months of warranty you expected from the company:
----------------------------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------------------------------



3. The process of getting your problem resolved was:
Very poor
unsatisfactory
average
satisfactory
Superior




Quality

4. How would you rate the overall quality of Laxmi Project product:
Excellent
Good
Fair
Bad
Unacceptable


`
69


Customer Service Representative

5. In your most recent customer service experience, how did you contact the representative?
In Person
By Telephone
Internet



6. The customer service representative as very well-mannered.
Strongly disagree
disagree
Neutral
agree
Strongly agree



7. Which of the following qualities of the service representative stood out as being superior?
Patient
Enthusiastic
Listened carefully
Friendly
Responsive
Problem Solver



8. What qualities of the customer service representative annoyed you?
Not patient
Not enthusiastic
Didn't listen carefully
Unfriendly
Unresponsive
No qualities annoyed me



9. The customer service representative handled my call quickly.
Strongly disagree
disagree
Neutral
agree
Strongly agree


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70






10. What would best describe your experience, when you called?
Kept me waiting on hold
Had to explain several times
Didn't know how to handle problem
Had to ask others
Spoke slowly
No improvement needed




11. The customer service representative was very knowledgeable.
Strongly disagree
disagree
Neutral
agree
Strongly agree




12. The customer service:
Gave me the wrong information
Didn't understand the question
Gave unclear answers
Couldn't solve problem
Disorganized
No improvement needed






13. The waiting time for having my question addressed was satisfactory.
Strongly disagree
disagree
Neutral
agree
Strongly agree


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71







14. My phone call was quickly transferred to the person who could best assist me:
Strongly disagree
disagree
Neutral
agree
Strongly agree






Thank you for your feedback. We sincerely appreciate your honest opinion and will take your
input into consideration while providing products and services in the future.



If you have any comments or concerns about this survey please Contact: -

Company Name

Address




2

Company Certificate
Laxmi Project,Umbergaon
This is to certify that Mr.Neogi Abhishek Rajendra, a student of Laxmi Institute of Commerce, Sarigam has undergone the training in our organization for the duration of three months i.e. from 1ST December, 2010 to 28th February, 2011. This training was a part of his curriculum. During the above said period, he was exposed to the working of various departments in our organization. During his training he was found to be regular in attendance. He applied himself diligently and industriously towards the training assignment allotted to him. We wish him very successful and bright future.

Date:

Mr.Shravan B. Sharma

Mr.Anil B. Sharma

`

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