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

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
Chapter 1
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. Companys 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 Honble High Court of Mumbai and accordingly the company has
purchased 2, 00, 68,004 equity shares and the same has been cancelled on
26
th
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 Indias 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 Companys 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 Indias 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 companys 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,commercialHZL)
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 worlds leader in Zinc, Lead, silver and Sulphuric acid business. It is
the 3
rd
largest producer of Zinc and Lead in the world
2
.

Hindustan Zinc is Indias only integrated producer of zinc and lead and is
among the worlds 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

COMPANYS VISION:

The vision of Hindustan Zinc Ltd. is to be a world-class global company,
creating value, leveraging mineral resources and related core competences.

COMPANYS 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 SO
2
as the output, which is then used to manufacture sulphuric acid is
given below:
HYDRO PYRO
Ore
(Zinc+Lead)
Zinc
concentrate
Roaster
SO
2
Sulphuric
acid
Ore
(Zinc+Lead)
Lead
concentrate
Sinter
SO
2
Sulphuric
acid

15
HZL has acid manufacturing plants in Chanderia, Debari and

Vishakapatnam. A plant at Dariba is expected to be operational in upcoming
3-4 months
5
.

PlantLocation
No.of
units
Planttype Capacityperyear
Chanderia 3 1pyro,2hydro 7.5lakhtonsperyear
Debari 1 Hydro 3.6lakhtonsperyear
Vishakapatnam 1 Hydro 90thousandtonsperyear
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,MarketingHZL)
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/theorymeasuringcustomersatisfaction413.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
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:

Ch
In
Analyse
Designa
hooseagen
Stage4
formconce
Stage
data
Stag
study
Sta
neraltopic
23
4:Report&
erneddepar
3:Implem
In
ge2:Desin
age1:Def
&followu
rtmentina
mentation
nterpretfind
ng/Plan
finition
Focus
up
report
n
dings&dra
Collectdat
sonaspecif
wconclusio
a
ficarea
ons

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
.

Lets consider the following sample question:

Q. Your overall experience from issuance of delivery order to the dispatch of
material
1.Unsatisfied 2.Partiallysatisfied3.Cannotsay4.Satisfied5.Highlysatisfied

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 1
st
response/option is ticked = 1 point
If 2
nd
response/option is ticked = 2 points
If 3
rd
If 4
th
If 5
th

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
ProductQuality 10
ServicesRendered 20
Responsiveness 15
eSalesmate 15
ProductPricing 20
Complainthandling 10
ExperiencewithHZL 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:

wAH =
Iotol o points obtoincJ X wcigbt
Hoximum Points X wcigbt

Consider the following sample evaluation:
Criteria Maximum
points
points
obtained
fraction % Weight points
obtained
Xweight
Maximum
pointsX
weight
ProductQuality: 45 38 0.8444 84% 10 380 450
Services
Rendered:
35 35 1 100% 20 700 700
Responsiveness: 25 23 0.92 92% 15 345 375
eSalesmate: 25 22 0.88 88% 15 330 375
ProductPricing: 25 23 0.92 92% 20 460 500
Complaint
Handling:
15 14 0.933333333 93% 10 140 150
Experiencewith
HZL:
5 5 1 100% 10 50 50
NetResult 92.50%
TotalPoints: 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
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
Table11:NetSatisfacttionLevel
The net sati

the calculatio
It was calcu
given by clie
the total of m
of points obt
was done us
The calculat
result obtain
pointsobtain
weight
maximumpo
pointsobtain
maximumpo
NetSatisfaction
sfaction level
ons is 82.9% w
ulated by find
ents in each pa
maximum point
tained by tota
sing weighted
tion is shown
ned is repres
ed
ints
edXweight
intsXweight
nLevel
of the compan
which is in delig
ing the total
arameter. The
ts and dividing
l of maximum
average mean
in Table 1
sented in fig
Product
Quality:
S
Re
932
10
1170
9320
11700
ny as per
ght range.
of points
n, finding
g the total
points. It
n method.
and the
ure - 1.
Services
endered:
Resp
781
20
910
15620
18200
ponsiveness: e
502
15
650
7530
9750
Figure1:
eSalesmate:
570
15
650
8550
9750
NetSatisfacti
Product
Pricing:
528
20
650
10560
13000
ionLevel
Complaint
Handling:
333
10
390
3330
3900
Experience
withHZL:
111
10
130
1110
1300
total
3757
100
4550
56020
67600
82.9%
35
Table2:ProductQuality
Client/code
Maximummarksandmarksobtained
A
p
p
e
a
r
a
n
c
e
C
o
n
c
e
n
t
r
a
t
i
o
n
I
m
p
u
r
i
t
y
p
r
o
f
i
l
e
P
e
r
f
o
r
m
a
n
c
e
Y
i
e
l
d
S
t
o
r
a
g
e
P
u
m
p
i
n
g
S
p
i
l
l
a
g
e
h
a
n
d
l
i
n
g
D
i
s
p
o
s
a
l
T
o
t
a
l
(
c
l
i
e
n
t
)
5 5 5 5 5 5 5 5 5 45
IndianPhosphate(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
DJChemicals(4220) 5 5 5 5 5 4 4 4 5 42
AnshulChemicals(4093) 4 4 5 5 5 4 4 4 4 39
BRoshanLal&Company(0141) 4 4 5 4 5 4 4 4 4 38
SRFLtd.(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
IndianPotash(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
PunjabChemicalIndustries(0941) 4 4 4 4 3 4 4 3 4 34
LaxmiAgroIndustrialConsultants(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
KarniAcid&Chemical(P)Ltd.(0595) 4 2 2 4 4 2 4 2 2 26
SunnyTradingCo.(3253) 4 4 5 4 4 4 4 4 4 37
KarniAcid&Chemical(P)Ltd.(3279) 4 2 2 5 5 4 4 4 4 34
SunnyTradingCo.(2336) 4 2 3 4 4 4 4 4 4 33
TedcoGranites(1262) 4 2 5 4 4 4 4 4 3 34
VidishaExico(3107) 5 3 3 3 4 4 4 4 3 33
RohitSulfactantPvtLtd(2842) 5 3 3 3 4 4 4 4 3 33
StarChemicals(2296) 4 5 5 4 3 2 4 2 3 32
RoyalTraders(0976) 4 5 5 4 3 2 4 2 3 32
RoyalTraders(3379) 4 2 4 2 4 2 1 2 3 24
Total(parameter) 110 100 114 107 109 98 104 93 102
36
Table3:ServicesRendered
Client/code
A
c
c
e
s
s
i
b
i
l
i
t
y
P
r
o
d
u
c
t
K
n
o
w
l
e
d
g
e
G
u
i
d
a
n
c
e
i
n
P
r
o
d
u
c
t
a
p
p
l
i
c
a
t
i
o
n
H
a
n
d
l
i
n
g
&
S
t
o
r
a
g
e
K
n
o
w
l
e
d
g
e
R
e
s
p
o
n
s
e
t
o
a
c
c
i
d
e
n
t
H
e
l
p
f
u
l
n
e
s
s
R
e
s
p
o
n
s
e
t
o
q
u
e
r
y
T
o
t
a
l
(
c
l
i
e
n
t
)
5 5 5 5 5 5 5 35
IndianPhosphate(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
DJChemicals(4220) 4 5 5 5 5 5 5 34
AnshulChemicals(4093) 5 5 5 5 5 5 5 35
BRoshanLal&Company(0141) 5 5 5 5 5 5 5 35
SRFLtd.(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
IndianPotash(2732) 5 5 5 5 4 5 3 32
S.K.Chemicals(3717) 5 5 5 4 4 5 4 32
PunjabChemicalIndustries(0941) 5 4 4 4 5 5 4 31
LaxmiAgroIndustrialConsultants(1807) 4 4 5 4 4 4 4 29
M.S.S.Chemicals(0745) 5 4 5 4 5 4 4 31
KarniAcid&Chemical(P)Ltd.(0595) 5 4 5 4 5 4 4 31
SunnyTradingCo.(3253) 2 4 4 4 4 4 2 24
KarniAcid&Chemical(P)Ltd.(3279) 5 5 5 5 4 4 4 32
SunnyTradingCo.(2336) 2 4 4 4 4 4 2 24
TedcoGranites(1262) 4 4 4 4 4 4 4 28
VidishaExico(3107) 4 4 4 4 3 3 4 26
RohitSulfactantPvtLtd(2842) 4 4 4 4 3 3 4 26
StarChemicals(2296) 4 4 5 3 2 4 2 24
RoyalTraders(0976) 4 4 5 3 2 4 2 24
RoyalTraders(3379) 4 4 5 3 2 4 2 24
Total(parameter)
114 115 122 110 107 113 100
37
Table4:Responsiveness
Client/code
A
v
a
i
l
a
b
i
l
i
t
y
o
f
p
r
o
d
u
c
t
D
e
l
i
v
e
r
y
O
r
d
e
r
T
i
m
e
P
r
o
c
e
s
s
i
n
g
b
y
l
o
g
i
s
t
i
c
s
L
o
a
d
i
n
g
o
f
T
a
n
k
e
r
D
.
O
.
t
o
D
i
s
p
a
t
c
h
T
i
m
e
T
o
t
a
l
(
c
l
i
e
n
t
)
5 5 5 5 5 25
IndianPhosphate(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
DJChemicals(4220) 5 5 5 5 5 25
AnshulChemicals(4093) 4 5 5 5 4 23
BRoshanLal&Company(0141) 4 5 5 5 4 23
SRFLtd.(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
IndianPotash(2732) 4 5 4 5 4 22
S.K.Chemicals(3717) 4 4 4 4 4 20
PunjabChemicalIndustries(0941) 5 5 5 4 5 24
LaxmiAgroIndustrialConsultants(1807) 4 5 4 4 4 21
M.S.S.Chemicals(0745) 2 4 4 4 4 18
KarniAcid&Chemical(P)Ltd.(0595) 4 4 3 2 4 17
SunnyTradingCo.(3253) 4 4 4 4 2 18
TedcoGranites(1262) 4 4 4 4 4 20
VidishaExico(3107) 2 5 2 2 4 15
RohitSulfactantPvtLtd(2842) 2 5 2 2 4 15
StarChemicals(2296) 4 2 1 2 2 11
RoyalTraders(0976) 4 2 1 2 2 11
RoyalTraders(3379) 4 2 1 2 2 11
Total(parameter) 103 110 95 97 97
38
Table5:SalesAutomation&EffectivenessofeSalesmateSoftware
Client/code
M
a
n
u
a
l
t
o
m
o
d
e
s
h
i
f
t
U
s
e
r
F
r
i
e
n
d
l
y
S
p
e
e
d
A
c
c
e
s
s
i
b
i
l
i
t
y
S
a
v
i
n
g
o
f
r
e
s
o
u
r
c
e
s
T
o
t
a
l
(
c
l
i
e
n
t
)
5 5 5 5 5 25
U.P.Chemicals(1324) 5 5 5 5 5 25
DJChemicals(4220) 5 5 5 5 5 25
SRFLtd.(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
IndianPotash(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
VidishaExico(3107) 4 4 4 4 5 21
RoyalTraders(0976) 4 4 4 4 5 21
RoyalTraders(3379) 4 4 4 5 5 22
39
Table6:ProductPricing
Client/code
P
r
i
c
e
c
o
m
p
e
t
i
t
i
v
e
n
e
s
s
P
a
y
m
e
n
t
T
e
r
m
s
C
r
e
d
i
t
R
e
f
u
n
d
s
A
c
c
o
u
n
t
R
e
c
o
n
c
i
l
i
a
t
i
o
n
O
n
l
i
n
e
P
a
y
m
e
n
t
T
o
t
a
l
(
c
l
i
e
n
t
)
5 5 5 5 5 25
U.P.Chemicals(1324) 5 5 5 5 5 25
DJChemicals(4220) 5 5 5 5 5 25
SRFLtd.(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
IndianPotash(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
VidishaExico(3107) 2 1 4 4 3 14
RoyalTraders(0976) 2 4 2 2 5 15
RoyalTraders(3379) 3 3 2 2 5 15
40
Table7:
Client/code
CompaintHandling
Experiencewith
HZL
Maximummarks
andmarksobtained
Maximummarks
andmarksobtained
P
r
o
b
l
e
m
S
o
l
v
i
n
g
T
i
m
e
T
a
k
e
n
R
e
s
p
o
n
s
i
v
e
n
e
s
s
T
o
t
a
l
(
c
l
i
e
n
t
)
ExperiencewithHZL
5 5 5 15 5
IndianPhosphate(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
DJChemicals(4220) 5 5 5 15 5
AnshulChemicals(4093) 5 5 5 15 5
BRoshanLal&Company(0141) 5 4 5 14 5
SRFLtd.(2947) 4 4 4 12 5
S.K.Chemicals(3690) 5 4 4 13 4
S.K.Chemicals(3628) 5 4 4 13 4
IndianPotash(2732) 4 5 3 12 4
S.K.Chemicals(3717) 4 4 4 12 4
PunjabChemicalIndustries(0941) 4 4 4 12 5
LaxmiAgroIndustrialConsultants(1807) 5 5 4 14 5
M.S.S.Chemicals(0745) 5 5 5 15 4
KarniAcid&Chemical(P)Ltd.(0595) 4 4 4 12 4
SunnyTradingCo.(3253) 4 4 4 12 4
KarniAcid&Chemical(P)Ltd.(3279) 3 3 3 9 4
SunnyTradingCo.(2336) 4 4 4 12 4
TedcoGranites(1262) 4 4 4 12 4
VidishaExico(3107) 4 4 5 13 4
RohitSulfactantPvtLtd(2842) 4 4 5 13 4
StarChemicals(2296) 3 3 3 9 3
RoyalTraders(0976) 2 2 2 6 2
RoyalTraders(3379) 3 3 3 9 3
Total(parameter)
111 109 107
111
41
Table8:CustomerSatisfactionLevelandRatingsofDifferentParameters
Clients/code
Parameters/(Maxmarks)
Points
obtained
Satisfactionlevel Product
Quality:
Services
Rendered:
Respons
iveness:
eSales
mate:
Product
Pricing:
Complaint
Handling:
Experience
withHZL:
45 35 25 25 25 15 5 175 (%) Range

IndianPhosphate(2372) 5 175 100.0% Delight 45 35 25 25 25 15
M.P.Chemicals&Minerals(4385) 44 5 174 99.6% Delight 35 25 25 25 15

U.P.Chemicals(1324) 44 5 174 99.6% Delight 35 25 25 25 15
DJChemicals(4220) 42 5 171 98.1% Delight 34 25 25 25 15
AnshulChemicals(4093) 39 5 163 94.0% Delight 35 23 22 24 15

BRoshanLal&Company(0141) 38 92.5% Delight 35 23 22 23 14 5 160
SRFLtd.(2947) 90.8% 38 34 21 25 22 12 5 157 Delight

S.K.Chemicals(3690) 40 31
20 23 23 13 4 154 88.3% Delight

S.K.Chemicals(3628) 41 31 20 22 23 13 4 154 88.1% Delight
IndianPotash(2732) 30 32 22 25 23 12 4 148 87.1% Delight

S.K.Chemicals(3717) 38 32 20 21 21 12 4 148 85.2% Delight
PunjabChemicalIndustries(0941) 34 31 24 20 20 12 5 146 84.2% Delight
LaxmiAgroIndustrialConsultants(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
KarniAcid&Chemical(P)Ltd.(0595) 26 31 17 20 22 12 4 132 78.3% Satisfied
SunnyTradingCo.(3253) 37 24 18 22 21 12 4 138 78.1% Satisfied
KarniAcid&Chemical(P)Ltd.(3279) 34 32 12 18 20 12 4 132 76.5% Satisfied
SunnyTradingCo.(2336) 33 24 18 22 21 12 4 134 76.5% Satisfied
TedcoGranites(1262) 34 28 20 18 15 12 4 131 74.2% Satisfied
VidishaExico(3107) 33 26 15 21 14 13 4 126 70.8% Satisfied
RohitSulfactantPvtLtd(2842) 33 26 15 21 14 13 4 126 70.8% Satisfied
StarChemicals(2296) 32 24 11 20 16 9 3 115 65.6% Satisfied
RoyalTraders(0976) 32 24 11 21 15 9 2 114 65.0% Satisfied
RoyalTraders(3379) 24 24 11 22 15 9 3 108 62.9% Satisfied
Pointsobtained 932 781 502 570 528 333 111
Maximumpoints 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
Table9:Ratingandstatusofdifferentparameters
Criteria %ratingobtained Status

ProductQuality 79.7% Satisfied
ServicesRendered 85.8% Delight
Responsiveness 77.2% Satisfied
eSalesmate 87.7% Delight
ProductPricing 81.2% Delight
ComplaintHandling 85.4% Delight
ExperiencewithHZL 85.4% Delight
NetResult 82.9%
Delight
%Range Status
>80%100% Delight
>60%80% Satisfied
>40%60% Average
0%40% Notsatisfied
43
Figure2:Graphical lrepresentatioonofClientSaatisfactionLevvelindifferenttParameters
44
Criteri
ProductQ
ServicesRen
Responsiv
eSalesm
ProductP
ComplaintH
Experiencew
NetRes
The rating of
evaluated us
found as rep
detailed resp
Product
10
f Indian Phosph
sing weighted a
presented in gra
ponse of client
tQuality: Ser
Rend
00% 10
hate Ltd. Havin
average mean
aph below. (Re
& evaluation o
rvices
dered:
Respon
00% 10
ng client code a
method & the
efer to Appendi
of the same)
nsiveness: eSale
00% 10
IndianP
as 2372 was
rating was
ix IV for
esmate: Produc
00% 10
PhosphateL
SatisfactionRan
ia %rat
Quality
ndered
eness
mate
ricing
Handling
withHZL
sult
ctPricing: Com
Han
00% 10
Ltd.2372
nge
ingobtained
100%
100%
100%
100%
100%
100%
100%
100%
mplaint
ndling:
Experi
H
00% 10
encewith
HZL:
Net
00% 100
Status
Delight
Delight
Delight
Delight
Delight
Delight
Delight
Delight
0.00%
tResult
The rating of
was evaluate
was found as
detailed resp
Pr
f MP Chemical
ed using weigh
s represented
ponse of client
roductQuality:
98%
s & Minerals h
hted average m
in graph below
& evaluation o
Services
Rendered:
Re
100%
aving client co
mean method &
w. (Refer to App
of the same)
esponsiveness:
100%
M.P.Ch
45
Criteri
ProductQ
ServicesRen
Responsiv
eSalesm
ProductP
ComplaintH
Experiencew
NetRes
de as 4385
& the rating
pendix V for
eSalesmate: Pr
100%
emicals&
Satisfaction
ia %rat
Quality
ndered
eness
mate
ricing
Handling
withHZL
sult
roductPricing:
100%
Minerals4
nRange
ingobtained
98%
100%
100%
100%
100%
100%
100%
99.62%
Complaint
Handling:
Ex
100%
4385
xperiencewith
HZL:
100%
Status
Delight
Delight
Delight
Delight
Delight
Delight
Delight
Delight
NetResult
99.62%
46
Criteri
ProductQ
ServicesRen
Responsiv
eSalesm
ProductP
ComplaintH
Experiencew
NetRes
The rating
evaluated
found as
detailed r
ProductQ
98%
g of UP Chemi
d using weighte
represented in
response of clie
Quality: Servic
Rende
%
100%
icals having cli
ed average me
n graph below.
ent & evaluatio
ces
red:
Responsiv
% 100%
ent code as 13
ean method & t
(Refer to Appe
on of the same)
veness: eSalesm
% 100%
U.P.C
324 was
the rating was
endix VI for
)
mate: ProductP
% 100%
Chemicals1
SatisfactionRange
ia %rat
Quality
ndered
eness
mate
ricing
Handling
withHZL
sult
Pricing: Compl
Handli
% 100%
1324
ingobtained
98%
100%
100%
100%
100%
100%
100%
99.62%
aint
ing:
Experienc
HZL
% 100%
cewith
L:
NetRe
% 99.62
Status
Delight
Delight
Delight
Delight
Delight
Delight
Delight
Delight
2%
esult
47
Criteri
ProductQ
ServicesRen
Responsiv
eSalesm
ProductP
ComplaintH
Experiencew
NetRes
The rating
evaluated
found as
detailed r
Prod
g of DJ Chemic
d using weighte
represented in
response of clie
ductQuality:
R
93%
cals having clie
ed average me
n graph below.
ent & evaluatio
Services
Rendered:
Resp
97%
ent code as 42
ean method & t
(Refer to Appe
on of the same)
ponsiveness: eS
100%
DJ
220 was
the rating was
endix VII for
)
Salesmate: Prod
100%
JChemicals
SatisfactionR
ia %rat
Quality
ndered
eness
mate
ricing
Handling
withHZL
sult
ductPricing: C
H
100%
s4220
Range
ingobtained
93%
97%
100%
100%
100%
100%
100%
98.08%
Complaint
Handling:
Expe
100%
eriencewith
HZL:
N
100%
Status
Delight
Delight
Delight
Delight
Delight
Delight
Delight
Delight
NetResult
98.08%
The rating
evaluated
found as
detailed r
Produ
g of Anshul Ch
d using weighte
represented in
response of clie
hemicals having
ed average me
n graph below.
ent & evaluatio
g client code a
ean method & t
(Refer to Appe
on of the same)
uctQuality: Se
Re
87%
ervices
ndered:
Respo
100%
onsiveness: eSa
92%
Ansh
48
s 4093 was
the rating was
endix VIII for
)
Criteri
ProductQ
ServicesRen
Responsiv
eSalesm
ProductP
ComplaintH
Experiencew
NetRes
lesmate: Produ
88%
ulChemica
SatisfactionRa
ia %rat
Quality
ndered
eness
mate
ricing
Handling
withHZL
sult
uctPricing: Co
Ha
96%
1
als4093
nge
ingobtained
87%
100%
92%
88%
96%
100%
100%
94.04%
mplaint
andling:
Exper
100% 1
riencewith
HZL:
Ne
100%
94
Status
Delight
Delight
Delight
Delight
Delight
Delight
Delight
Delight
4.04%
tResult
49
Criteri
ProductQ
ServicesRen
Responsiv
eSalesm
ProductP
ComplaintH
Experiencew
NetRes
The rating
0141 was
rating wa
Appendix
same)
Produ
g of B Roshan
s evaluated usi
as found as rep
x IX for detail
uctQuality: Se
Re
84%
1
Lal & Compan
ing weighted a
presented in gra
ed response o
ervices
ndered:
Respo
100%
ny having client
verage mean m
aph below. (Re
f client & evalu
onsiveness: eSa
92%
BRoshan
t code as
method & the
efer to
uation of the
lesmate: Produ
88%
nLal&Com
SatisfactionRa
ia %rat
Quality
ndered
eness
mate
ricing
Handling
withHZL
sult
uctPricing: Com
Ha
92%
mpany014
nge
ingobtained
84%
100%
92%
88%
92%
93%
100%
92.50%
mplaint
andling:
Exper
93%
1
1
iencewith
HZL:
Net
100%
92
Status
Delight
Delight
Delight
Delight
Delight
Delight
Delight
Delight
2.50%
tResult
50
The rating
code as 2
method &
(Refer to
of the sam
g of SRF Limite
2947 was evalu
& the rating was
Appendix X
me)
ed (Chemical B
uated using we
s found as rep
for detailed res
Business Div.)
eighted average
resented in gra
sponse of clien
having client
e mean
aph below.
nt & evaluation
Criteri
ProductQ
ServicesRen
Responsiv
eSalesm
ProductP
ComplaintH
Experiencew
NetRes
Product
8
tQuality: Ser
Rend
84%
9
vices
dered:
Respon
7%
8
SRFLi
siveness: eSale
4%
10
mited(Che
smate: Product
00%
88
emicalBus
SatisfactionRang
ia %rat
Quality
ndered
eness
mate
ricing
Handling
withHZL
sult
tPricing: Com
Han
8%
80
inessDiv.)
ge
ingobtained
84%
97%
84%
100%
88%
80%
100%
90.77%
plaint
dling:
Experie
H
0%
10
2947
ncewith
ZL:
NetR
00%
90.7
Status
Delight
Delight
Delight
Delight
Delight
Satisfied
Delight
Delight
77%
Result
51
Criteri
ProductQ
ServicesRen
Responsiv
eSalesm
ProductP
ComplaintH
Experiencew
NetRes
The rating
evaluated
found as
detailed r
Pr
g of SK Chemi
d using weighte
represented in
response of clie
oductQuality:
89%
icals having clie
ed average me
n graph below.
ent & evaluatio
Services
Rendered:
Re
89%
ent code as 36
ean method & t
(Refer to Appe
on of the same)
esponsiveness: e
80%
S.
682 was
the rating was
endix XI for
)
eSalesmate: Pr
92%
.K.Chemica
Satisfaction
ia %rat
Quality
ndered
eness
mate
ricing
Handling
withHZL
sult
roductPricing:
92%
als3682
nRange
ingobtained
89%
89%
80%
92%
92%
87%
80%
88.27%
Complaint
Handling:
Ex
87%
xperiencewith
HZL:
80%
Status
Delight
Delight
Satisfied
Delight
Delight
Delight
Satisfied
Delight
NetResult
88.27%
52
The rating
evaluated
found as
detailed r
g of SK Chemi
d using weighte
represented in
response of clie
icals having clie
ed average me
n graph below.
ent & evaluatio
ent code as 36
ean method & t
(Refer to Appe
on of the same)
690 was
the rating was
endix XII for
)
Criteri
ProductQ
ServicesRen
Responsiv
eSalesm
ProductP
ComplaintH
Experiencew
NetRes
ProductQuality: S
Re
91%
Services
endered:
Resp
89%
onsiveness: eSa
80%
S.K
alesmate: Prod
88%
K.Chemical
SatisfactionRa
ia %rat
Quality
ndered
eness
mate
ricing
Handling
withHZL
sult
uctPricing: Co
H
92%
ls3690
ange
ingobtained
91%
89%
80%
88%
92%
87%
80%
88.08%
omplaint
andling:
Expe
87%
riencewith
HZL:
Ne
80%
8
Status
Delight
Delight
Satisfied
Delight
Delight
Delight
Satisfied
Delight
88.08%
etResult
The rating
evaluated
found as
detailed r
Pro
g of Indian Pot
d using weighte
represented in
response of clie
ductQuality:
R
67%
tash Ltd. having
ed average me
n graph below.
ent & evaluatio
Services
Rendered:
Res
91%
g client code a
ean method & t
(Refer to Appe
on of the same)
88%
Indi
53
Criteri
ProductQ
ServicesRen
Responsiv
eSalesm
ProductP
ComplaintH
Experiencew
NetRes
ponsiveness: eS
as 2732 was
the rating was
endix XIII for
)
Salesmate: Pro
100%
anPotash
SatisfactionR
ia %rat
Quality
ndered
eness
mate
ricing
Handling
withHZL
sult
ductPricing: C
H
92%
Ltd.2732
Range
ingobtained
67%
91%
88%
100%
92%
80%
80%
87.12%
Complaint
Handling:
Exp
80%
eriencewith
HZL:
N
80%
Status
Delight
Delight
Delight
Delight
Delight
Satisfied
Satisfied
Delight
NetResult
87.12%
54
Criteri
ProductQ
ServicesRen
Responsiv
eSalesm
ProductP
ComplaintH
Experiencew
NetRes
The rating
evaluated
found as
detailed r
Produ
g of SK Chemi
d using weighte
represented in
response of clie
uctQuality: Se
Re
84%
icals having clie
ed average me
n graph below.
ent & evaluatio
ervices
ndered:
Respo
91%
ent code as 37
ean method & t
(Refer to Appe
on of the same)
onsiveness: eSa
80%
S.K.
717 was
the rating was
endix XIV for
)
lesmate: Produ
84%
.Chemicals
SatisfactionRa
ia %rat
Quality
ndered
eness
mate
ricing
Handling
withHZL
sult
uctPricing: Co
Ha
84%
s3717
nge
ingobtained
84%
91%
80%
84%
84%
80%
80%
85.19%
mplaint
andling:
Exper
80% 8
riencewith
HZL:
Ne
80%
85
Status
Delight
Delight
Satisfied
Delight
Delight
Satisfied
Satisfied
Delight
5.19%
tResult
55
Criteri
ProductQ
ServicesRen
Responsiv
eSalesm
ProductP
ComplaintH
Experiencew
NetRes
The rating
0941 was
rating wa
Appendix
same)
Prod
g of Punjab Ch
s evaluated usi
as found as rep
x XV for deta
ductQuality:
R
76%
hemical Industr
ing weighted a
presented in gra
iled response o
Services
Rendered:
Resp
89%
ries having clie
verage mean m
aph below. (Re
of client & eval
ponsiveness: eS
96%
PunjabCh
ent code as
method & the
efer to
uation of the
Salesmate: Prod
80%
hemicalIn
SatisfactionR
ia %rat
Quality
ndered
eness
mate
ricing
Handling
withHZL
sult
ductPricing: C
H
80%
dustries09
Range
ingobtained
76%
89%
96%
80%
80%
80%
100%
84.23%
Complaint
Handling:
Expe
80%
941
eriencewith
HZL:
N
100%
8
Status
Satisfied
Delight
Delight
Satisfied
Satisfied
Satisfied
Delight
Delight
84.23%
NetResult
56
The rating
client cod
mean me
graph be
response
Product
82
g of Laxmi Agr
de as 1807 was
ethod & the rati
low. (Refer to A
e of client & eva
Quality: Serv
Rende
2%
83
ro Industrial Co
s evaluated us
ng was found a
Appendix XV
aluation of the
ices
ered:
Respons
3%
84
Laxm
onsultants havi
ing weighted a
as represented
VI for detailed
same)
iveness: eSales
4% 84
miAgroInd
ng
average
d in
Pr
Serv
Re
Pr
Com
Expe
Criteria
roductQuality
vicesRendered
esponsiveness
eSalesmate
roductPricing
mplaintHandling
eriencewithHZL
NetResult
mate: Product
%
76%
dustrialCon
SatisfactionRange
%ratingobta
82%
83%
84%
84%
76%
g 93%
L 100%
82.69%
Pricing: Comp
Hand
%
93%
nsultants1
e
plaint
ling:
Experien
HZ
%
100
1807
ained Stattus
Deligght
Deligght
Deligght
Deligght
Satisffied
Deligght
Deligght
Deligght
ncewith
L:
NetRe
0%
82.699%
esult
57
Criteri
ProductQ
ServicesRen
Responsiv
eSalesm
ProductP
ComplaintH
Experiencew
NetRes
The rating
as 2241 w
the rating
Appendix
same)
Pro
g of Laxmi Agr
was evaluated
g was found as
x XVII for deta
ductQuality:
R
82%
ro Industrial Co
using weighted
represented in
ailed response
Services
Rendered:
Res
83%
La
onsultants havi
d average mea
n graph below.
e of client & eva
ponsiveness: eS
84%
axmiAgroI
ng client code
an method &
(Refer to
aluation of the
Salesmate: Pro
84%
IndustrialC
SatisfactionR
ia %rat
Quality
ndered
eness
mate
ricing
Handling
withHZL
sult
ductPricing: C
H
76%
Consultant
Range
ingobtained
82%
83%
84%
84%
76%
93%
100%
82.69%
Complaint
Handling:
Exp
93%
ts2241
eriencewith
HZL:
N
100%
Status
Delight
Delight
Delight
Delight
Satisfied
Delight
Delight
Delight
NetResult
82.69%
58
Criteri
ProductQ
ServicesRen
Responsiv
eSalesm
ProductP
ComplaintH
Experiencew
NetRes
The rating
as 3354 w
the rating
Appendix
same)
Produ
g of Laxmi Agr
was evaluated
g was found as
x XVIII for det
uctQuality: Se
Re
82%
ro Industrial Co
using weighted
represented in
tailed response
ervices
ndered:
Respo
83%
Lax
onsultants havi
d average mea
n graph below.
e of client & ev
onsiveness: eSa
84%
xmiAgroIn
ng client code
an method &
(Refer to
valuation of the
lesmate: Produ
84%
ndustrialCo
SatisfactionRa

ia %rat
Quality
ndered
eness
mate
ricing
Handling
withHZL
sult
uctPricing: Co
Ha
76%
onsultants
nge
ingobtained
82%
83%
84%
84%
76%
93%
100%
82.69%
mplaint
andling:
Exper
93%
1
s3354
riencewith
HZL:
Ne
100%
82
Status
Delight
Delight
Delight
Delight
Satisfied
Delight
Delight
Delight
2.69%
tResult
59
Criteri
ProductQ
ServicesRen
Responsiv
eSalesm
ProductP
ComplaintH
Experiencew
NetRes
The rating
evaluated
found as
detailed r
Prod
g of MSS Chem
d using weighte
represented in
response of clie
ductQuality: S
R
67%
micals having c
ed average me
n graph below.
ent & evaluatio
Services
endered:
Resp
89%
client code as 0
ean method & t
(Refer to Appe
on of the same)
ponsiveness: eS
72%
M.S.
0745 was
the rating was
endix XIX for
)
alesmate: Prod
88%
.S.Chemic
SatisfactionR
ia %rat
Quality
ndered
eness
mate
ricing
Handling
withHZL
sult
ductPricing: Co
H
76%
als0745
ange
ingobtained
67%
89%
72%
88%
76%
100%
80%
80.38%
omplaint
Handling:
Expe
100%
eriencewith
HZL:
N
80% 8
Status
Satisfied
Delight
Satisfied
Delight
Satisfied
Delight
Satisfied
Delight
80.38%
etResult
60
Criteri
ProductQ
ServicesRen
Responsiv
eSalesm
ProductP
ComplaintH
Experiencew
NetRes
The rating
0595 was
rating wa
Appendix
same)
Produc
g of Karni Acid
s evaluated usi
as found as rep
x XX for deta
ctQuality: Se
Ren
58%
8
d & Chemical (P
ing weighted a
presented in gra
iled response o
rvices
ndered:
Respon
89%
6
K
P) Ltd. having c
verage mean m
aph below. (Re
of client & eval
nsiveness: eSale
68%
8
KarniAcid&
client code as
method & the
efer to
uation of the
esmate: Produc
80%
8
&Chemica
Satisfactionran
ia %rat
Quality
ndered
eness
mate
ricing
Handling
withHZL
sult
ctPricing: Com
Han
88%
8
alP.LTD059
ge
ingobtained
58%
89%
68%
80%
88%
80%
80%
78.27%
mplaint
ndling:
Experie
H
80% 8
95
encewith
HZL:
Net
0%
78.
Status
Average
Satisfied
Satisfied
Satisfied
Delight
Satisfied
Satisfied
Satisfied
result
27%
61
Criteri
ProductQ
ServicesRen
Responsiv
eSalesm
ProductP
ComplaintH
Experiencew
NetRes
The rating
evaluated
found as
detailed r
Produ
g of Sunny Tra
d using weighte
represented in
response of clie
uctQuality: S
Re
82%
ading Co. havin
ed average me
n graph below.
ent & evaluatio
Services
endered:
Respo
69%
ng client code a
ean method & t
(Refer to Appe
on of the same)
onsiveness: eSa
72%
Sunn
as 3253 was
the rating was
endix XXI for
)
alesmate: Produ
88%
nyTradingC
SaisfactionRa
ia %rat
Quality
ndered
eness
mate
ricing
Handling
withHZL
sult
uctPricing: Co
Ha
84%
Co.3253
nge
ingobtained
82%
69%
72%
88%
84%
80%
80%
78.08%
omplaint
andling:
Exper
80%
riencewith
HZL:
Ne
80%
78
Status
Delight
Satisfied
Satisfied
Delight
Delight
Satisfied
Satisfied
Satisfied
8.08%
etResult
62
Criteri
ProductQ
ServicesRen
Responsiv
eSalesm
ProductP
ComplaintH
Experiencew
NetRes
The rating
3279 was
rating wa
Appendix
same)
Pro
g of Karni Acid
s evaluated usi
as found as rep
x XXII for deta
oductQuality:
76%
d & Chemical (P
ing weighted a
presented in gra
ailed response
Services
Rendered:
Res
91%
P) Ltd. having c
verage mean m
aph below. (Re
e of client & eva
sponsiveness: e
48%
KarniAci
client code as
method & the
efer to
aluation of the
eSalesmate: Pro
72%
id&Chemi
Satisfaction
ia %rat
Quality
ndered
eness
mate
ricing
Handling
withHZL
sult
oductPricing:
80%
icalP.LTD3
Range
ingobtained
76%
91%
48%
72%
80%
80%
80%
76.54%
Complaint
Handling:
Exp
80%
3279
periencewith
HZL:
80%
Status
Satisfied
Delight
Average
Satisfied
Satisfied
Satisfied
Satisfied
Satisfied
Netresult
76.54%
The rating
evaluated
found as
for detaile
Pro
g of Sunny Tra
d using weighte
represented in
ed response of
oductQuality:
73%
ading Co. havin
ed average me
n graph below.
f client & evalu
Services
Rendered:
Res
69%
ng client code a
ean method & t
(Refer to Appe
ation of the sa
72%
Sun
63
Criteri
ProductQ
ServicesRen
Responsiv
eSalesm
ProductP
ComplaintH
Experiencew
NetRes
sponsiveness: e
as 2336 was
the rating was
endix XXIII
me)
eSalesmate: Pro
88%
nyTrading
Satisfaction
ia %rat
Quality
ndered
eness
mate
ricing
Handling
withHZL
sult
oductPricing: C
84%
Co.2336
Range
ingobtained
73%
69%
72%
88%
84%
80%
80%
76.54%
Complaint
Handling:
Exp
80%
periencewith
HZL:
N
80%
Status
Satisfied
Satisfied
Satisfied
Delight
Delight
Satisfied
Satisfied
Satisfied
NetResult
76.54%
64
Criteri
ProductQ
ServicesRen
Responsiv
eSalesm
ProductP
ComplaintH
Experiencew
NetRes
The rating
evaluated
found as
for detaile
Pro
g of Tedco Gra
d using weighte
represented in
ed response of
oductQuality:
R
76%
anites having c
ed average me
n graph below.
f client & evalu
Services
Rendered:
Res
80%
client code as 1
ean method & t
(Refer to Appe
ation of the sa
sponsiveness: e
80%
Ted
262 was
the rating was
endix XXIV
me)
Salesmate: Pro
72%
dcoGranit
Satisfaction
ia %rat
Quality
ndered
eness
mate
ricing
Handling
withHZL
sult
oductPricing: C
60%
es1262
Range
ingobtained
76%
80%
80%
72%
60%
80%
80%
74.23%
Complaint
Handling:
Exp
80%
periencewith
HZL:
N
80%
Status
Satisfied
Satisfied
Satisfied
Satisfied
Average
Satisfied
Satisfied
Satisfied
NetResult
74.23%
The rating
evaluated
found as
for detaile
Prod
g of Vidisha Ex
d using weighte
represented in
ed response of
ductQuality:
R
73%
xico having clie
ed average me
n graph below.
f client & evalu
Services
Rendered:
Resp
74%
ent code as 310
ean method & t
(Refer to Appe
ation of the sa
60%
Vi
65
Criteri
ProductQ
ServicesRen
Responsiv
eSalesm
ProductP
ComplaintH
Experiencew
NetRes
ponsiveness: eS
07 was
the rating was
endix XXV
me)
Salesmate: Prod
84%
dishaExico
SatisfactionR
ia %rat
Quality
ndered
eness
mate
ricing
Handling
withHZL
sult
ductPricing: C
H
56%
o3107
Range
ingobtained
73%
74%
60%
84%
56%
87%
80%
70.77%
omplaint
Handling:
Expe
87%
eriencewith
HZL:
N
80%
7
Status
Satisfied
Satisfied
Average
Delight
Average
Delight
Satisfied
Satisfied
70.77%
etResult
The rating
was evalu
was foun
XXVI for
Product
7
g of Rohit Sulfa
uated using we
d as represent
detailed respo
tQuality: Ser
Rend
73%
7
actant Pvt Ltd.
eighted averag
ted in graph be
nse of client &
vices
dered:
Respon
74%
6
having client c
e mean metho
elow. (Refer to
evaluation of t
RohitSul
66
Criteri
ProductQ
ServicesRen
Responsiv
eSalesm
ProductP
ComplaintH
Experiencew
NetRes
siveness: eSale
60%
84
code as 2842
od & the rating
Appendix
the same)
smate: Product
4%
56
factantPvt
SatisfactionRang
ia %rat
Quality
ndered
eness
mate
ricing
Handling
withHZL
sult
tPricing: Com
Han
6%
87
tLtd2842
ge
ingobtained
73%
74%
60%
84%
56%
87%
80%
70.77%
plaint
dling:
Experie
H
7%
80
ncewith
ZL:
NetR
0%
70.7
Status
Satisfied
Satisfied
Average
Delight
Average
Delight
Satisfied
Satisfied
77%
Result
The rating
evaluated
found as
for detaile
Pro
g of Star Chem
d using weighte
represented in
ed response of
oductQuality:
71%
micals having c
ed average me
n graph below.
f client & evalu
Services
Rendered:
Res
69%
lient code as 2
ean method & t
(Refer to Appe
ation of the sa
44%
St
67
Criteri
ProductQ
ServicesRen
Responsiv
eSalesm
ProductP
ComplaintH
Experiencew
NetRes
sponsiveness: e
2296 was
the rating was
endix XXVII
me)
eSalesmate: Pro
80%
arChemica
Satisfaction
ia %rat
Quality
ndered
eness
mate
ricing
Handling
withHZL
sult
oductPricing:
48%
als2296
Range
ingobtained
71%
69%
44%
80%
48%
60%
60%
65.58%
Complaint
Handling:
Exp
60%
periencewith
HZL:
60%
Status
Satisfied
Satisfied
Average
Satisfied
Average
Average
Average
Satisfied
NetResult
65.58%
The rating
evaluated
found as
for detaile
Pro
g of Royal Trad
d using weighte
represented in
ed response of
oductQuality:
71%
ders having clie
ed average me
n graph below.
f client & evalu
Services
Rendered:
Re
69%
ent code as 09
ean method & t
(Refer to Appe
ation of the sa
44%
R
68
Criteri
ProductQ
ServicesRen
Responsiv
eSalesm
ProductP
ComplaintH
Experiencew
NetRes
sponsiveness: e
976 was
the rating was
endix XXVIII
me)
eSalesmate: Pro
84%
oyalTrade
Satisfaction
ia %rat
Quality
ndered
eness
mate
ricing
Handling
withHZL
sult
oductPricing:
60%
ers0976
Range
ingobtained
71%
69%
44%
84%
60%
60%
40%
65%
Complaint
Handling:
Exp
60%
periencewith
HZL:
40%
Status
Satisfied
Satisfied
Average
Delight
Average
Average
Notsatisfied
Satisfied
NetResult
65.00%
The rating
evaluated
found as
detailed r
g of Royal Trad
d using weighte
represented in
response of clie
ProductQuality:
54%
ders having clie
ed average me
n graph below.
ent & evaluatio
Services
Rendered:
68%
ent code as 33
ean method & t
(Refer to Appe
on of the same)
Responsiveness:
44%
69
379 was
the rating was
endix XXIX fo
)
eSalesmate:
88%
RoyalTrad
Satsfacti
or
Crite
Product
ServicesR
Respons
eSales
Product
Complaint
Experience
NetR
ProductPricing:
60%
ders3379
onRange
eria %r
Quality
Rendered
siveness
smate
tPricing
tHandling
ewithHZL
Result
Complaint
Handling:
60%
ratingobtained
54%
68%
44%
88%
60%
60%
60%
62.88%
Experiencewith
HZL:
60%
Status
Average
Satisfied
Average
Delight
Average
Average
Average
Satisfied
NetResult
62.88%
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:
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 companys acid marketing department:

1. The company may also try to improve the satisfaction range of a
fewcustomersfromsatisfiedtodelightlevel.
74
2. Theacidbusinessdepartmentofthecompanymaydiversifyinto
othersectorslikebatteriesandpharmaceuticals.
3. The company may also try to implement Total Quality
Management approaches like Six Sigma or Open Book policy to
furtherimprovetheefficiencyofthedepartment.

75
Chapter 5

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
77
AppendixI
ClientName&emailaddress
Client Name Person e-mail Ids
No. of
units
1 IPFVikram Majra.HLL3P@unilever.com 2
2 LaxmiAgro
Devendra
Sharma
devendrasharma@skgroup.com
3
3 SRFLtd. Mr.Satpati
ssatpati@srf.com
4 AnilAcid AnilKakkar
anilacid@yahoo.co.in
2
5 MSSChemicals RajenChoudhury
mss_chemicals@yahoo.co.in
6 PunjabChemical Mr.JagjitSandha
jagjitsandha@yahoo.com
4
7 Roshanlal
Mr.Nandkishore
Jain
broshanlal@rediffmail.com
8 S.K.chemicals RavinderSingh
accounts@skchemicals.co.in
4
9 StarChemical Mr.Chandwani
rk_royalstar@rediffmail.com
10 SunnyTrading SureshViz
sunny_tradings@yahoo.com
11 UPChemical
Mr.B.L.Jetwani
upc_jbl@rediffmail.com
12 VidishaExico Mr.Kasera
vidishatraders@rediffmail.com
78
13 SubhodayaChem
subhodayascl@yahoo.com
14 GDSChemical
sblt_vsp@rediffmail.com
15 ArwaliPhosphate SuchilSharma
arawali_phos@yahoo.co.in
16 Bohraindustry
bil@bppl.net.in
17 DCMGroup Kanjolia
sovan@dscl.com
3
18 IndianPhosphate RavinderSingh
marketing@indianphosphate.com
19 IPL SudheerRelan
sudheer_relan@potindia.com
4
20 JubilantOrganisys RajivKapoor
raju_kapoor@jubl.com
bharat_sood@jubl.com
21 KhaitanChemical VijayBhargia
kcflops@yahoo.co.in
2
22 LibertyGroup R.R.Dhanani
mehtark@libertyphosphate.com
23 RamaPhosphate K.P.Sukhtankar
ramassp@datainfosys.net
ramaudr@gmail.com
rama.udaipur@ramagroup.co.in
2
79
24 TEDCO Mr.Oswal
vijay_sharmabhl@yahoo.com
pankajoswal@hotmail.com
tedco_jp1@yahoo.com
oswaldiamond@gmail.com

25 Guljagindustry NarendraDhoot
ndhoot@guljag.com
rkrathi@guljag.com

26 AcidPluss AjitLodha acidpluss@airtelmail.in
28 BalajeeChemicals pottisurendra@yahoo.co.in
29 MahaveerSurfactant Mr.Joseph adheswaraexports@vsnl.net
30 ArawaliPhosohate SuchilSharma arawali_phos@yahoo.co.in
80
AppendixII
Customersatisfactionfeedbackform:
81
82
83
84
AppendixIII
Coverletterfortheemailsurveyquestionnaire:
ouroutlookofHindustanZincLtd.(Acidbusiness)
Y
Dearcustomer
HindustanZincLtd.(Acidbusiness)wouldliketohaveyourvaluableperspectiveinits
latestsurveyrelatedtocustomersatisfaction.Weareconstantlydeterminedtofulfill
yourneeds.Thissurveyisapartoftheprocess.Yourvaluablefeedbackwillenableus
to deliver enhanced services and reach customer delight. Kindly help us serve you
betterbycompletingthisquestionnaire.
To provide us your valuable feedback go to

http://www.hzlconnect.com/userdetails/signina.asp login with username and your
and password and click 'Feedback'
If for , the link does rk pr can co te the link any reason not wo operly, you py and pas
given below in a new browser window and login with your username and password
andclickon'Feedback'
www.hzlconnect.com/userdetails/signina.asp
Thequestionnaireshouldtakeabout47minutestocomplete.Ifyoucouldcomplete
thequestionnairebeforeJune5,2009,itwouldbegreatlyappreciated.
Theinformationsuppliedwillbetreatedasconfidential.
Please feel free to contact me on +919910877534 or zulfiquarhadi@gmail.com in

regardstoanyqueriesyoumayhave.
We appreciate your precious effort in providing us the feedback. Your valuable

feedbackwillhelpusserveyoubetterthanthebest.
85
Regards
Zulfi
P.S.: Instructions regarding the filling of feedback form have been attached to this e
mail.Dofindthesame.
Instructionsemailedalongwiththesurveyquestionnaire:
Step1:
86
Step2:
Step3:
87
Step4:
Step5:
88
Step6:
89
AppendixIV
CustomerCode&name: 0000002372 IndianPhosphateLtd.
criteria points response
1.ProductQuality(Characteristic):
A.Pleaseratetheoverallqualityoftheproduct(SulphuricAcid)visvisproductStandardSpecificationsasperIS
2661993.
a)Appearance 5 Excellent
b)Concentration(98%min) 5 Alwaysabove98%
c)Impurityprofile 5 Alwayswithinlimit
B.Pleaseshareyourvaluableexperiencetowardsproduct's
performanceinyourrequiredenduseapplication.
5
Excellentquality
C.RequestyourobservationonyourproductyieldusingHZLacidvis
visacidfromothersources.
5
Excellentyield
D.PleaseshareyourexperienceinHandlingofproductwithrespect
to:
a)Storage 5 Veryconvenient
b)Pumping 5 Veryconvenient
c)Spillagehandling 5 VeryEasy
E.YourvaluablefeedbackondisposalofByproduct(spentacid)
generated(ifany)afterusingHZLAcid
c)Spillagehandling 5 Manyuses/users
2.ServicesRendered
A.PleaseshareyourvaluableexperiencewiththeAcidMarketingTeamonthefollowingparameters:
a)Overallaccessibilityinperson,onmobile,throughemailorvisitsin
caseofoutstationcustomers.
5
Alwaysavailable
b)Productknowledge 5 Excellent
c)Whetherabletoguideinyourproductapplication 5 Alwaysabletoguide
d)KnowledgerelatedtoHandling&Storage. 5 Excellent
e)Responsivenessincaseofaccident/spillage? 5
Proactiveresponse
B.YourexperiencewiththeSales/Logisticstaffatthedeliverypointonthefollowingparameters:
a)Helpful,coordeal 5 Prompt
b)Responsivenesstoquery/problem 5 ProactiveResponse
90
3.Responsiveness
A.Pleasegiveyourcommentonavailabilityoftheproduct. 5 Alwaysavailable
B.Pleaseshareyourexperienceforthetimelyissuanceofthedelivery
order.
5
Prompt
C.Timetakenforprocessingtheorderbythesalesandlogistics
department?
5
Prompt
D.Timetakenfortheloadingofthetankerattheplant 5 Prompt
E.Youroverallexperience"fromissuanceofdeliveryordertothe
dispatchofmaterial"
5
Highlysatisfied
4.SalesAutomation&EffectivenessofESalesmateSoftware:
A.Yourobservationon"shiftingD.O.generationprocessfromearlier
manualatplant/branchofficetonowemodethroughESalesmate"
5
Veryefficient
B.Pleasecommenton"theuserfriendlinessofESalesmate". 5 Userfriendly
C.Yourexperienceaboutthespeedofthesoftware. 5 Highspeed
D.AccessibilitytodifferentsectionsofesalesmatesuchasInvoicelist,
salesorder,accountstatementsetc.
5
Highspeed
E.Yourobservationon"ESalesmateleadtosavingoftime,manhours
&resources.
5
Highlybenificial
5.ProductPricing:
A.Specifyyourviewsregardingtheproductpricingbasedonthefollowingparameters:
a)PriceCompetitiveness 5 Alwayscompetitive
b)PaymentTerms 5 MostSuitable
c)CreditRefunds 5 Prompt
d)AccountReconciliation 5 Prompt
e)Online(directdeposittoHZLbankaccount)PaymentMechanism 5 Alwaysconvenient
6.ComplaintHandling:
A.Yourexperienceregardingthecomplainhandlingprocess:
a)ProblemSolving 5 Alwaysresolved
b)TimeTaken 5 Prompt
c)Responsivenessoftheconcernedauthority 5 Proactiveresponse
7.OverallExperience
A.PleaserateyouroverallexperiencewithHZL 5 HighlySatisfied
91
Criteria Maximumpoints pointsobtained fraction % Weight

points
obtainedX
weight
Maximumpoints
Xweight
ProductQuality: 45 45 1 100% 10 450 450
ServicesRendered: 35 35 1 100% 20 700 700
Responsiveness: 25 25 1 100% 15 375 375
eSalesmate: 25 25 1 100% 15 375 375
ProductPricing: 25 25 1 100% 20 500 500
ComplaintHandling: 15 15 1 100% 10 150 150
ExperiencewithHZL: 5 5 1 100% 10 50 50
NetResult 100.00%
TotalPoints: 175 175 100 2600 2600
92
AppendixV
CustomerCode&name: 0000004385
M.P.Chemicals&
Minerals
A.Pleaseratetheoverallqualityoftheproduct(SulphuricAcid)visvisproductStandardSpecificationsasper
IS2661993.
5
Excellentquality
5
Excellentyield
to:
c)Spillagehandling 5 VeryEasy
2.ServicesRendered
5
Alwaysavailable
Proactiveresponse
93
3.Responsiveness
order.
5
Prompt
department?
5
Prompt
dispatchofmaterial"
5
Highlysatisfied
5
Veryefficient
5
Highspeed
&resources.
5
Highlybenificial
5.ProductPricing:
7.OverallExperience
94

points
obtainedX
weight
Maximum
pointsXweight
ProductQuality: 45 44 0.98 98% 10 440 450
Responsiveness: 25 25 1 100% 15 375 375
eSalesmate: 25 25 1 100% 15 375 375
ProductPricing: 25 25 1 100% 20 500 500
NetResult 99.62%
TotalPoints: 175 174 100 2590 2600
95
AppendixVI
CustomerCode&name:
0000001324
U.P.Chemicals
2661993.
5
Excellentquality
5
Excellentyield
to:
c)Spillagehandling 4 Easy
2.ServicesRendered
5
Alwaysavailable
Proactiveresponse
96
3.Responsiveness
order.
5
Prompt
department?
5
Prompt
dispatchofmaterial"
5
Highlysatisfied
5
Veryefficient
5
Highspeed
&resources.
5
Highlybenificial
5.ProductPricing:
7.OverallExperience
97
Criteria Maximumpoints pointsobtained fraction % weight

pointsobtainedX
weight
ProductQuality: 45 44 0.977777778 98% 10 440 450
Responsiveness: 25 25 1 100% 15 375 375
eSalesmate: 25 25 1 100% 15 375 375
ProductPricing: 25 25 1 100% 20 500 500
NetResult 99.62%
TotalPoints: 175 174 100 2590 2600

98
AppendixVII
CustomerCode&name: 0000004220 DJChemicals
2661993.
5
Excellentquality
5
Excellentyield
to:
a)Storage 4 Convenient
b)Pumping 4 Convenient
2.ServicesRendered
4
Generallyavailable
Proactiveresponse
99
3.Responsiveness
order.
5
Prompt
department?
5
Prompt
dispatchofmaterial"
5
Highlysatisfied
5
Veryefficient
5
Highspeed
&resources.
5
Highlybenificial
5.ProductPricing:
7.OverallExperience
100

points
obtainedX
weight
ProductQuality: 45 42 0.9333 93% 10 420 450

ServicesRendered: 35 34 0.971428571 97% 20 680 700
Responsiveness: 25 25 1 100% 15 375 375
eSalesmate: 25 25 1 100% 15 375 375
ProductPricing: 25 25 1 100% 20 500 500
NetResult 98.08%
TotalPoints: 175 171 100 2550 2600
101
AppendixVIII
CustomerCode&name: 0000004093 AnshulChemicals
2661993.
a)Appearance 4 Asperstandard
b)Concentration(98%min) 4 Sometimesabove98%
5
Excellentquality
5
Excellentyield
to:
c)Spillagehandling 4 Fewuses/users
2.ServicesRendered
5
Alwaysavailable
Proactiveresponse
102
3.Responsiveness
A.Pleasegiveyourcommentonavailabilityoftheproduct. 4 Availablemostly
order.
5
Prompt
department?
5
Prompt
dispatchofmaterial"
4
Satisfied
4
Convenient
C.Yourexperienceaboutthespeedofthesoftware. 4 Goodspeed
4
Goodspeed
&resources.
5
Highlybenificial
5.ProductPricing:
b)PaymentTerms 4 Suitable
7.OverallExperience
103

points
obtainedX
weight
ProductQuality: 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
ProductPricing: 25 24 0.96 96% 20 480 500
NetResult 94.04%
TotalPoints: 175 163 100 2445 2600
104
AppendixIX
CustomerCode&name: 0000000141 BRoshanLal&Company
2661993.
4
Goodquality
5
Excellentyield
to:
2.ServicesRendered
5
Alwaysavailable
Proactiveresponse
105
3.Responsiveness
order.
5
Prompt
department?
5
Prompt
dispatchofmaterial"
4
Satisfied
4
Convenient
4
Goodspeed
&resources.
5
Highlybenificial
5.ProductPricing:
d)AccountReconciliation 4 Regular
b)TimeTaken 4 Optimal
7.OverallExperience
106

points
obtainedX
weight
ProductQuality: 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
ProductPricing: 25 23 0.92 92% 20 460 500
ComplaintHandling: 15 14 0.933333333 93% 10 140 150
NetResult 92.50%
TotalPoints: 175 160 100 2405 2600
107
AppendixX
SRFLimited(Chemical
BusinessDiv.)2947
2661993.
4
Goodquality
4
Justrequiredyield
to:
2.ServicesRendered
5
Alwaysavailable
c)Whetherabletoguideinyourproductapplication 4 Generallyabletoguide
Proactiveresponse
108
3.Responsiveness
order.
5
Prompt
department?
4
Optimal
D.Timetakenfortheloadingofthetankerattheplant 4 Optimal
dispatchofmaterial"
4
Satisfied
5
Veryefficient
5
Highspeed
&resources.
5
Highlybenificial
5.ProductPricing:
c)CreditRefunds 4 Regular
a)ProblemSolving 4 Mostlyresolved
c)Responsivenessoftheconcernedauthority 4 Respondifasked
7.OverallExperience
109

points
obtainedX
weight
ProductQuality: 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
ProductPricing: 25 22 0.88 88% 20 440 500
NetResult 90.77%
TotalPoints: 175 157 100 2360 2600
110
AppendixXI
CustomerCode&name: 0000003690 S.K.Chemicals
2661993.
4
Goodquality
5
Excellentyield
to:
2.ServicesRendered
5
Alwaysavailable
b)Productknowledge 4 Good
d)KnowledgerelatedtoHandling&Storage. 4 Good
Proactiveresponse
b)Responsivenesstoquery/problem 4 Respondsifasked
111
3.Responsiveness
order.
4
Optimal
department?
4
Optimal
dispatchofmaterial"
4
Satisfied
5
Veryefficient
4
Goodspeed
&resources.
5
Highlybenificial
5.ProductPricing:
7.OverallExperience
A.PleaserateyouroverallexperiencewithHZL 4 Satisfied
112
Maximumpoints pointsobtained fraction % Weight

points
obtainedX
weight
Criteria
ProductQuality: 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
ProductPricing: 25 23 0.92 92% 20 460 500
ExperiencewithHZL: 5 4 0.8 80% 10 40 50
NetResult 88.27%
TotalPoints: 175 154 100 2295 2600
113
AppendixXII
2661993.
5
Excellentquality
5
Excellentyield
to:
2.ServicesRendered
5
Alwaysavailable
Respondsifasked
a)Helpful,coordeal 4 Considerate
114
3.Responsiveness
order.
4
Optimal
department?
4
Optimal
dispatchofmaterial"
4
Satisfied
5
Veryefficient
B.Pleasecommenton"theuserfriendlinessofESalesmate". 4 Simple
4
Goodspeed
&resources.
5
Highlybenificial
5.ProductPricing:
7.OverallExperience
115

points
obtainedX
weight
ProductQuality: 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
ProductPricing: 25 23 0.92 92% 20 460 500
NetResult 88.08%
TotalPoints: 175 154 100 2290 2600
116
AppendixXIII
CustomerCode&name: 0000002732 IndianPotashLtd.
2661993.
4
Goodquality
5
Excellentyield
to:
a)Storage 3 Cannotsay
c)Spillagehandling 2 Difficult
2.ServicesRendered
5
Alwaysavailable
Respondsifasked
b)Responsivenesstoquery/problem 3 Cannotsay
117
3.Responsiveness
order.
5
Prompt
department?
4
Optimal
dispatchofmaterial"
4
Satisfied
5
Veryefficient
5
Highspeed
&resources.
5
Highlybenificial
5.ProductPricing:
a)PriceCompetitiveness 3 Cannotsay
c)Responsivenessoftheconcernedauthority 3 Cannotsay
7.OverallExperience
118

points
obtainedX
weight
ProductQuality: 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
ProductPricing: 25 23 0.92 92% 20 460 500
NetResult 87.12%
TotalPoints: 175 148 100 2265 2600
119
AppendixXIV
2661993.
4
Goodquality
4
Justrequiredyield
to:
2.ServicesRendered
5
Alwaysavailable
Respondsifasked
120
3.Responsiveness
order.
4
Optimal
department?
4
Optimal
dispatchofmaterial"
4
Satisfied
4
Convenient
4
Goodspeed
&resources.
5
Highlybenificial
5.ProductPricing:
e)Online(directdeposittoHZLbankaccount)PaymentMechanism 4 Sometimesconvenient
7.OverallExperience
121

points
obtainedX
weight
Maximumpoints
Xweight
ProductQuality: 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
ProductPricing: 25 21 0.84 84% 20 420 500
NetResult 85.19%
TotalPoints: 175 148 100 2215 2600
122
AppendixXV
PUNJABCHEMICAL
INDUSTRIES
2661993.
c)Impurityprofile 4 Sometimeswithinlimit
4 Goodquality
3 Cannotsay
to:
c)Spillagehandling 3 Cannotsay
2.ServicesRendered
5 Alwaysavailable
e)Responsivenessincaseofaccident/spillage? 5 Proactiveresponse
123
3.Responsiveness
order.
5 Prompt
department?
5 Prompt
dispatchofmaterial"
5 Highlysatisfied
4 Convenient
2 Averagespeed
&resources.
5 Highlybenificial
5.ProductPricing:
7.OverallExperience
124

points
obtainedX
weight
ProductQuality: 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
ProductPricing: 25 20 0.8 80% 20 400 500
NetResult 84.23%
TotalPoints: 175 146 100 2190 2600
125
AppendixXVI
LaxmiAgroIndustrial
Consultants
2661993.
4
Goodquality
4
Justrequiredyield
to:
2.ServicesRendered
4
Generallyavailable
Respondsifasked
126
3.Responsiveness
order.
5
Prompt
department?
4
Optimal
dispatchofmaterial"
4
Satisfied
5
Veryefficient
2
Averagespeed
&resources.
5
Highlybenificial
5.ProductPricing:
a)PriceCompetitiveness 4 Sometimecompetitive
d)AccountReconciliation 2 Sometimesdelayed
7.OverallExperience
127

points
obtainedX
weight
ProductQuality: 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
ProductPricing: 25 19 0.76 76% 20 380 500
NetResult 82.69%
TotalPoints: 175 146 100 2150 2600
128
AppendixXVII
LaxmiAgroIndustrial
Consultants
2661993.
4
Goodquality
4
Justrequiredyield
to:
2.ServicesRendered
4
Generallyavailable
Respondsifasked
129
3.Responsiveness
order.
5
Prompt
department?
4
Optimal
dispatchofmaterial"
4
Satisfied
5
Veryefficient
2
Averagespeed
&resources.
5
Highlybenificial
5.ProductPricing:
7.OverallExperience
130

points
obtainedX
weight
ProductQuality: 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
ProductPricing: 25 19 0.76 76% 20 380 500
NetResult 82.69%
TotalPoints: 175 146 100 2150 2600
131
AppendixXVIII
LaxmiAgroIndustrial
Consultants
2661993.
4
Goodquality
4
Justrequiredyield
to:
2.ServicesRendered
4
Generallyavailable
Respondsifasked
132
3.Responsiveness
order.
5
Prompt
department?
4
Optimal
dispatchofmaterial"
4
Satisfied
5
Veryefficient
2
Averagespeed
&resources.
5
Highlybenificial
5.ProductPricing:
7.OverallExperience
133

points
obtainedX
weight
Maximumpoints
Xweight
ProductQuality: 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
ProductPricing: 25 19 0.76 76% 20 380 500
NetResult 82.69%
TotalPoints: 175 146 100 2150 2600
134
AppendixXIX
CustomerCode&name: 0000000745 M.S.S.Chemicals
2661993.
b)Concentration(98%min) 3 Cannotsay
c)Impurityprofile 3 Cannotsay
4
Goodquality
2
Loweryield.
to:
2.ServicesRendered
5
Alwaysavailable
Proactiveresponse
135
3.Responsiveness
A.Pleasegiveyourcommentonavailabilityoftheproduct. 2 Unavailablesometimes
order.
4
Optimal
department?
4
Optimal
dispatchofmaterial"
4
Satisfied
5
Veryefficient
2
Averagespeed
&resources.
5
Highlybenificial
5.ProductPricing:
a)PriceCompetitiveness 2 Sometimeexpensive
b)PaymentTerms 2 Partiallysuitable
7.OverallExperience
136

pointsobtainedX
weight
Maximumpoints
Xweight
ProductQuality: 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
ProductPricing: 25 19 0.76 76% 20 380 500
NetResult 80.38%
TotalPoints: 175 139 100 2090 2600
137
AppendixXX
KarniAcid&Chemical
P.Ltd
2661993.
b)Concentration(98%min) 2 Sometimesbelow98%
c)Impurityprofile 2 Sometimesabovelimit
4 Goodquality
4 Justrequiredyield
to:
a)Storage 2 Difficult
c)Spillagehandling 2 Slightlydifficult
2.ServicesRendered
5
Alwaysavailable
Proactiveresponse
138
3.Responsiveness
order.
4
Optimal
department?
3 Cannotsay
D.Timetakenfortheloadingofthetankerattheplant 2 Sometimedelayed
dispatchofmaterial"
4
Satisfied
5
Veryefficient
1
Lowspeed
&resources.
5
Highlybenificial
5.ProductPricing:
e)Online(directdeposittoHZLbankaccount)PaymentMechanism 4 Sometimesconvenient
7.OverallExperience
139
Maximumpoints pointsobtained fraction % Weight

points
obtainedX
Weight
Criteria
ProductQuality: 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
ProductPricing: 25 22 0.88 88% 20 440 500
Netresult 78.27%
TotalPoints: 175 132 100 2035 2600
140
AppendixXXI
CustomerCode&name: 0000003253 SunnyTradingCo.
2661993.
a)Appearance 4
As per standard
b)Concentration(98%min) 4
Sometimes above 98%
c)Impurityprofile 5
Always within limit
4
Good quality
4
Just required yield
to:
a)Storage 4
Convenient
b)Pumping 4
Convenient
c)Spillagehandling 4
Easy
Few uses / users
2.ServicesRendered
2
Sometimes available
b)Productknowledge 4
Good
c)Whetherabletoguideinyourproductapplication 4
Generally able to guide
d)KnowledgerelatedtoHandling&Storage. 4
Good
Responds if asked
a)Helpful,coordeal 4
Considerate
b)Responsivenesstoquery/problem 2
Delayed Response
141
3.Responsiveness
A.Pleasegiveyourcommentonavailabilityoftheproduct. 4
Available mostly
order.
4
Optimal
department?
4
Optimal
D.Timetakenfortheloadingofthetankerattheplant 4
Optimal
dispatchofmaterial"
2
Partially satisfied
5
Very efficient
B.Pleasecommenton"theuserfriendlinessofESalesmate". 5
User friendly
C.Yourexperienceaboutthespeedofthesoftware. 5
High speed
2
Average speed
&resources.
5
Highly benificial
5.ProductPricing:
a)PriceCompetitiveness 5
Always competitive
b)PaymentTerms 5
Most Suitable
c)CreditRefunds 4
Regular
d)AccountReconciliation 2
Sometimes delayed
e)Online(directdeposittoHZLbankaccount)PaymentMechanism 5
Always convenient
a)ProblemSolving 4
Mostly resolved
b)TimeTaken 4
Optimal
c)Responsivenessoftheconcernedauthority 4
Respond if asked
7.OverallExperience
A.PleaserateyouroverallexperiencewithHZL 4
Satisfied
142

pointsobtainedX
weight
Maximumpoints
Xweight
ProductQuality: 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
ProductPricing: 25 21 0.84 84% 20 420 500
NetResult 78.08%
TotalPoints: 175 138 100 2030 2600
143
AppendixXXII
KarniAcid&Chemical
P.Ltd
2661993.
c)Impurityprofile 2 Sometimesabovelimit
5
Excellentquality
5
Excellentyield
to:
2.ServicesRendered
5
Alwaysavailable
Respondsifasked
144
3.Responsiveness
order.
2
Sometimedelayed
department?
2
Sometimedelayed
dispatchofmaterial"
2
Partiallysatisfied
4
Convenient
2
Averagespeed
&resources.
4
Slightlybenificial
5.ProductPricing:
b)PaymentTerms 2 Partiallysuitable
a)ProblemSolving 3 Cannotsay
b)TimeTaken 3 Cannotsay
7.OverallExperience
145

points
obtainedX
Weight
ProductQuality: 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
ProductPricing: 25 20 0.8 80% 20 400 500
Netresult 76.54%
TotalPoints: 175 132 100 1990 2600
146
AppendixXXIII
CustomerCode&name: 0000002336 SunnyTradingCo.
2661993.
a)Appearance 4
As per standard
Sometimes below 98%
c)Impurityprofile 3
Can not say
4
Good quality
4
Just required yield
to:
a)Storage 4
Convenient
b)Pumping 4
Convenient
Easy
Few uses / users
2.ServicesRendered
2
Sometimes available
Good
Generally able to guide
Good
Responds if asked
Considerate
Delayed Response
147
3.Responsiveness
Available mostly
order.
4
Optimal
department?
4
Optimal
Optimal
dispatchofmaterial"
2
Partially satisfied
5
Very efficient
User friendly
High speed
2
Average speed
&resources.
5
Highly benificial
5.ProductPricing:
Always competitive
b)PaymentTerms 5
Most Suitable
c)CreditRefunds 4
Regular
Sometimes delayed
Always convenient
a)ProblemSolving 4
Mostly resolved
b)TimeTaken 4
Optimal
Respond if asked
7.OverallExperience
Satisfied
148

pointsobtainedX
weight
Maximumpoints
Xweight
ProductQuality: 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
ProductPricing: 25 21 0.84 84% 20 420 500
NetResult 76.54%
TotalPoints: 175 134 100 1990 2600
149
AppendixXXIV
CustomerCode&name: 0000001262 TedcoGranites
2661993.
4
Goodquality
4
Justrequiredyield
to:
2.ServicesRendered
4
Generallyavailable
Respondsifasked
150
3.Responsiveness
order.
4
Optimal
department?
4
Optimal
dispatchofmaterial"
4
Satisfied
4
Convenient
2
Averagespeed
&resources.
4
Slightlybenificial
5.ProductPricing:
c)CreditRefunds 2 Sometimesdelayed
7.OverallExperience
151

points
obtainedX
weight
ProductQuality: 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
ProductPricing: 25 15 0.6 60% 20 300 500
NetResult 74.23%
TotalPoints: 175 131 100 1930 2600
152
AppendixXXV
CustomerCode&name: 0000003107 VidishaExico
2661993.
3
Cannotsay
4
Justrequiredyield
to:
2.ServicesRendered
4
Generallyavailable
Cannotsay
a)Helpful,coordeal 3 Cannotsay
153
3.Responsiveness
order.
5
Prompt
department?
2
Sometimedelayed
dispatchofmaterial"
4
Satisfied
4
Convenient
4
Goodspeed
&resources.
5
Highlybenificial
5.ProductPricing:
b)PaymentTerms 1 Notsuitable
e)Online(directdeposittoHZLbankaccount)PaymentMechanism 3 Cannotsay
7.OverallExperience
154

points
obtainedX
weight
Maximumpoints
Xweight
ProductQuality: 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
ProductPricing: 25 14 0.56 56% 20 280 500
NetResult 70.77%
TotalPoints: 175 126 100 1840 2600
155
AppendixXXVII
CustomerCode&name: 0000002842 RohitSulfactantPvtLtd
2661993.
3
Cannotsay
4
Justrequiredyield
to:
2.ServicesRendered
4
Generallyavailable
Cannotsay
a)Helpful,coordeal 3 Cannotsay
156
3.Responsiveness
order.
5
Prompt
department?
2
Sometimedelayed
dispatchofmaterial"
4
Satisfied
4
Convenient
4
Goodspeed
&resources.
5
Highlybenificial
5.ProductPricing:
b)PaymentTerms 1 Notsuitable
e)Online(directdeposittoHZLbankaccount)PaymentMechanism 3 Cannotsay
7.OverallExperience
157

points
obtainedX
weight
Maximumpoints
Xweight
ProductQuality: 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
ProductPricing: 25 14 0.56 56% 20 280 500
NetResult 70.77%
TotalPoints: 175 126 100 1840 2600
158
AppendixXXVII
CustomerCode&name: 0000002296 StarChemicals
2661993.
4
Goodquality
3 Cannotsay
to:
a)Storage 2 Difficult
2.ServicesRendered
4
Generallyavailable
d)KnowledgerelatedtoHandling&Storage. 3 Cannotsay
Delayedresponse
b)Responsivenesstoquery/problem 2 DelayedResponse
159
3.Responsiveness
order.
2
Sometimedelayed
department?
1
Toolong
dispatchofmaterial"
2
Partiallysatisfied
4
Convenient
3
Cannotsay
&resources.
5
Highlybenificial
5.ProductPricing:
c)CreditRefunds 2 Sometimesdelayed
a)ProblemSolving 3 Cannotsay
b)TimeTaken 3 Cannotsay
7.OverallExperience
A.PleaserateyouroverallexperiencewithHZL 3 Cannotsay
160

pointsobtainedX
weight
Maximumpoints
Xweight
ProductQuality: 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
ProductPricing: 25 16 0.64 48% 20 320 500
NetResult 65.58%
TotalPoints: 175 115 0.657142857 63% 100 1705 2600
161
AppendixXXVIII
CustomerCode&name: 0000000976 RoyalTraders
2661993.
a)Appearance 4
As per standard
Always above 98%
4
Good quality
3 Cannotsay
to:
a)Storage 2
Difficult
b)Pumping 4
Convenient
Difficult
2.ServicesRendered
4
Generally available
Good
Always able to guide
Can not say
Delayed response
Considerate
Delayed Response
162
3.Responsiveness
Available mostly
order.
2
Sometime delayed
department?
1
Too long
Sometime delayed
dispatchofmaterial"
2
Partially satisfied
4
Convenient
Simple
Good speed
4
Good speed
&resources.
5
Highly benificial
5.ProductPricing:
Sometime expensive
b)PaymentTerms 4
Suitable
c)CreditRefunds 2
Sometimes delayed
Sometimes delayed
Always convenient
a)ProblemSolving 3
Can not say
b)TimeTaken 3
Can not say
Can not say
7.OverallExperience
Partially satisfied
163

pointsobtainedX
weight
Maximum
pointsXweight
ProductQuality: 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
ProductPricing: 25 15 0.6 60% 20 300 500
NetResult 65.00%
TotalPoints: 175 114 100 1690 2600
164
AppendixXXIX
CustomerCode&name: 0000003379 RoyalTraders
2661993.
a)Appearance 4
As per standard
Sometimes below 98%
c)Impurityprofile 4
Sometimes within limit
2
Slightly Inferior
4
Just required yield
to:
a)Storage 2
Difficult
b)Pumping 1
Very difficult
Difficult
2.ServicesRendered
4
Generally available
Good
Always able to guide
Can not say
Delayed response
Considerate
Delayed Response
165
3.Responsiveness
Available mostly
order.
2
Sometime delayed
department?
1
Too long
Sometime delayed
dispatchofmaterial"
2
Partially satisfied
4
Convenient
Simple
Good speed
5
High speed
&resources.
5
Highly benificial
5.ProductPricing:
Can not say
b)PaymentTerms 3
Can not say
c)CreditRefunds 2
Sometimes delayed
Sometimes delayed
Always convenient
a)ProblemSolving 3
Can not say
b)TimeTaken 3
Can not say
Can not say
7.OverallExperience
Can not say
166
Maximumpoints pointsobtained fraction % weight

pointsobtainedX
weight
Maximumpoints
Xweight
Criteria
ProductQuality: 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
ProductPricing: 25 15 0.6 60% 20 300 500
NetResult 62.88%
TotalPoints: 175 108 100 1635 2600
167
Chapter 6
1. Ajeet(personalcommunication).Mr.AmitAjeet,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
MarketingHZL.
garg.varun@vedanta.co.in
6. http://mooni.fccj.org/~ethall/h2so4/h2so4.htm
7. http://www.thetimes100.co.uk/theory/theorymeasuringcustomer
satisfaction413.php
8. http://en.wikipedia.org/wiki/Ranking
9. http://en.wikipedia.org/wiki/Weighted_mean

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1

SUMMER INTERNSHIP REPORT

Like many other universities and institutes, Amity School of Business

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

INTRODUCTION OF STERLITE GROUP

INTRODUCTION OF HINDUSTAN ZINC LTD

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

HZL has acid manufacturing plants in Chanderia, Debari and

INTRODUCTION TO THE TOPIC

RATIONALE OF THE STUDY

ANALYSIS AND INTERPRETATION

0% 40% = below average or not satisfied

WEIGHTED AVERAGE MEAN (WAM)

The net sati

45 35 25 25 25 15 5 175 (%) Range

M.P.Chemicals&Minerals(4385) 44 5 174 99.6% Delight 35 25 25 25 15

AnshulChemicals(4093) 39 5 163 94.0% Delight 35 23 22 24 15

SRFLtd.(2947) 90.8% 38 34 21 25 22 12 5 157 Delight

20 23 23 13 4 154 88.3% Delight

IndianPotash(2732) 30 32 22 25 23 12 4 148 87.1% Delight

Criteria %ratingobtained Status

SWOT ANALYSIS BASED ON SURVEY RESULTS

To provide us your valuable feedback go to

Please feel free to contact me on +919910877534 or zulfiquarhadi@gmail.com in

We appreciate your precious effort in providing us the feedback. Your valuable

Criteria Maximumpoints pointsobtained fraction % Weight

Criteria Maximumpoints pointsobtained fraction % Weight

Criteria Maximumpoints pointsobtained fraction % weight

Criteria Maximumpoints pointsobtained fraction % Weight

ProductQuality: 45 42 0.9333 93% 10 420 450

Criteria Maximumpoints pointsobtained fraction % Weight

ProductQuality: 45 39 0.8667 87% 10 390 450

Criteria Maximumpoints pointsobtained fraction % Weight

ProductQuality: 45 38 0.8444 84% 10 380 450

Criteria Maximumpoints pointsobtained fraction % Weight

ProductQuality: 45 38 0.8444 84% 10 380 450

Maximumpoints pointsobtained fraction % Weight

Criteria Maximumpoints pointsobtained fraction % Weight

ProductQuality: 45 41 0.9111 91% 10 410 450

Criteria Maximumpoints pointsobtained fraction % Weight

ProductQuality: 45 30 0.6667 67% 10 300 450

Criteria Maximumpoints pointsobtained fraction % Weight

Criteria Maximumpoints pointsobtained fraction % Weight

ProductQuality: 45 34 0.7556 76% 10 340 450

Criteria Maximumpoints pointsobtained fraction % Weight

ProductQuality: 45 37 0.8222 82% 10 370 450

Criteria Maximumpoints pointsobtained fraction % Weight

ProductQuality: 45 37 0.8222 82% 10 370 450

Criteria Maximumpoints pointsobtained fraction % Weight

Criteria Maximumpoints pointsobtained fraction % weight

Maximumpoints pointsobtained fraction % Weight

Criteria Maximumpoints pointsobtained fraction % weight

Criteria Maximumpoints pointsobtained fraction % Weight

ProductQuality: 45 34 0.755555556 76% 10 340 450

Criteria Maximumpoints pointsobtained fraction % weight

Criteria Maximumpoints pointsobtained fraction % Weight

ProductQuality: 45 34 0.7556 76% 10 340 450

Criteria Maximumpoints pointsobtained fraction % Weight

Criteria Maximumpoints pointsobtained fraction % Weight

Criteria Maximumpoints pointsobtained fraction % weight

Criteria Maximumpoints pointsobtained fraction % weight

Maximumpoints pointsobtained fraction % weight

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