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PROJECT REPORT ON “BY TAKING FEEDBACK OF DIFFERENT BRAND OF A.C. CUSTOMER AND SOME NON A.C.

CUSTOMERS, FINDOUT WHAT VOLTAS SHOULD DO TO INCREASE ITS MARKET SHARE”
With Reference to

Submitted For the Partial Fulfillment of the Degree of BBA
UNDER GUIDANCE UNDER SUPERVISION OF Mr. SUNIL MAITHIL Pawan Mishra (VOLTAS Area Sales Manager) Commerce Dept. VOLTAS LTD, SUBMITTED BY PRATEEK GOUR BBA 1st Semister

Prof. HOD of

AISECT UNIVERSITY
Bhopal

ACKNOWLEDGEMENT
Every work done needs to be followed by a deep sense of gratitude to those who made it a success. It takes the opportunity to thanks all those people who render their immense help and guidance for completion of this report. Indeed this page of acknowledgment shall never be able to touch the generosity of those who rendered their cooperation. I specially want to thanks MR. PAWAN MISHRA (HEAD OF DEPARTMENT, COMMERCE), MR. SUNIL MAITHIL, (VOLTAS Area Sales Manager, Bhopal), for enlightening my ways whenever I was needed in the completion of this report. Without the is able guidance I would never have been able to complete this report. Last but not least I like to thanks all the respondents, family member for their support when I needed.

CERTIFICATE FROM COLLEGE
This is to certify that the project entitled “BY TAKING FEEDBACK OF DIFFERENT BRAND OF A.C. CUSTOMER AND SOME NON A.C. CUSTOMERS, FINDOUT WHAT VOLTAS SHOULD DO TO INCREASE ITS MARKET SHARE” is a bonafide work of PRATEEK GOUR, a student of BBA. AISECT UNIVERSITY, Bhopal and was successfully conducted at VOLTAS Ltd., Bhopal, from 15th August to 15 October 2012 for the partial fulfillment for the award of BCom. To the best of my knowledge this is an original piece of work. I wish him all the very best in his career endeavors.
th

Mr. Pawan Mishra (HOD of Commerce Department)

DECLARAT ION
I herebydeclare TAKING FEEDBACK that this OF Project Report entitled “BY BRAND OF A.C.

DIFFERENT

CUSTOMER AND SOME NON A.C. CUSTOMERS, FINDOUT WHAT VOLTAS SHOULD DO TO INCREASE ITS MARKET SHARE” in INVENTION (VOLTAS SSD DEALER) submitted in partial fulfillment of requirement of Bachelor in Business

Administration (BBA) to the A IS E C T UN IV E RS I T Y , Bh o p al is based on primary and secondary data founded by me in various department, books, magazines and websites. This is an original piece of work and has not been submitted to any other institution or university for any purpose.

PRATEEK GOUR BBA 1st Semister

TABLE OF CONTENT SR.NO… TOPIC…. .
1. 2. 3. 4. 5. COLLEGE CERTIFICATE ORGNISATION CERTIFICATE PREFACE ACKNOWLEDGEMENT DECLARATION

PAGE NO….
I II III IV V

6.

EXECUTIVE SUMMARY

VI

CHAPTER-I….
1. 2. 3. 4. INTRODUCTION OBJECTIVE SCOPE &LIMITATION OF STUDY RESEARCH METHODOLOGY

CHAPTER-II….
1. 2. 3. 4. 5. 6. 7. 7. THE BACKGROUND THE PROMOTER THE COMPANY PRODUCT LINE AND ITS FEATURE MARKETING STRATEGY COMPETITIORS FUTURE PROSPECT ACHIEVEMENTS

CHAPTER-III….
1. 2. ANALYSIS FINDING

CHAPTER-IV….
1. RECOMMENDATIONS

CHAPTER-V….
1. CONCLUSION BIBLIOGRAPHY ANNEXURE

EXECUTIVE SUMMARY

EXECUTIVE SUMMARY
Market survey is one of the most popularly accepted means for the organizations to know in which direction they should move so that it is very essential to find out what are the strength and weaknesses of the product also to know the consumer perception about the product because ‘Consumer is the king of Market’ that is why I have taken the feedback of different brands of AC and non AC customers and tried to find out what Voltas should do to increase its market share. Study conducted at Voltas Air conditioners was one such means to convey to the organization what they must do to increase their market share. Few of the issues taken for the purpose of the study were: 1. What are the criteria for selecting the products? 2. What is more important for customer like quality of product, price of product etc. 3. What do they think about company product? The most desirable approach with regards to the selection of research methodology depends on the nature of particular problem, time & resources available along with the desired level of accuracy. Research design for this study is descriptive, using probability sampling. As for as method of data collection is considered both primary & secondary data sources have been used. Primary Data Collection is done through questionnaire method & telephonic interviews and Secondary Data is collected from internet, newspapers, broachers, various books of management etc. The analysis is aimed to know how Voltas can increase its market share. For that I have interviewed all type of prospective customers as well as existing customers of different brand of air conditioners customers in Varanasi. I have taken the sample Size of One hundred & twenty customers. It took two months to complete the project. While conducting the project there are some constraints like the sample size is one twenty which cannot represent the exact view. Sometimes I went to respondent, who were busy in their personal work and sometimes the whole day was wasted because respondents could not give answers to the questions. Resources and time were another constraints in the project. After collecting the detailed information on Voltas it was observed that their

after-sales service is not good. So more emphasis should be given on aftersales services to satisfy the customer and improve market share. The image of Voltas air conditioner is good but they also have to look after the major competitors who are giving tough competition to Voltas air conditioner. In simple words to increase the market share they have to improve their after-sales service & make prices more compatible

CHAPTE R-1

INTRODUCTION

INTRODUCTION
The Summer Training project is undertaken by me as an integral part of Bachelor of Commerce curriculum. Two month summer training provides exposure of the market and gives a chance to apply my theoretical knowledge practically. For the success of any product, the consumer is very essential thing because “the satisfied customer is the best advertiser of the product” and the ultimate boss for the company. To know the market share of the company, it is very essential to find out what are the strengths and weaknesses of the product and also to know the consumer perception about the product because ‘Consumer is the king of Market’. For the above mentioned purpose I have taken the feedback of different brand of AC and non AC customers and tried to find out that what Voltas should do to increase its market share. About The product Voltas possesses total capability in the manufacturing of room/split air conditioners, industrial air conditioning, refrigeration equipment and water coolers. All these products bear the stamp of state-of-the-art automated manufacturing plants resulting in consistently high quality and reduced costs. About the company In the year 1951 collaboration with the Volkart Brothers, a Swiss firm and Tata Sons Limited resulted in the formation of Voltas Limited, which is now one of the leading Air conditioning & Engineering concerns of India. Voltas is India's premier global player in air conditioning and engineering services. For over 50 years, it has helped introduce, innovate and adapt the world's most advanced technologies in India - as well as in large, complex projects in over 30 countries overseas. Voltas puts you in that vanguard Voltas offers engineering solutions for a wide spectrum of industries in areas such as heating, ventilation and air conditioning, electro-mechanical projects, textile machinery, tools, mining and construction equipment, materials handling, water management, building management systems, indoor air quality and chemicals. The Company's strengths lie principally in the design and manufacture of industrial equipment; management and execution of air conditioning and public works projects; sourcing, installation and servicing of technology-based systems; and representation of global technology leaders, serving diverse industrial sectors and applications.

OBJECTIVE
While making any report there must be some objective or goal because without any objective no project can be said to be complete. The main objective of doing this project report “By taking feedback of different brand customer and some non A.C. Customer find out how does Voltas increase its market share” There are some objectives for this project• • • • • • How to accelerate the demand of Voltas A.C. Knowing the consumer response What they think about the price and quality of product What are the problems faced by the customers What are the problems faced by the dealers To study the various competitive brands existing in market

SCOPE & LIMITATION SCOPE  Formulating the overall project plan, in consultation with management and other parties.  Implementation and realizing according to the project plan (specification, quality, time, money, information, and organization).  Defining and managing the risks of the project.  Reporting on the progress of the project with an agreed frequency on quality, status, time, and money to senior management and to the project members.  Involving Dealer and/ or Sub-Dealer and suppliers. LIMITATIONS  The sample size is one hundred twenty which cannot represent the exact view.  Sometime respondents are not willing to give exact information.  It is very difficult to meet customers of different area.  Duration of project is very less for finding out the real facts.  Sometimes the whole day was wasted because respondents were not able to give answers to the questions after taking so much of time.

RESEARCH METHODOLOGY
It is the faction which links to consumers and public to the marketer through information.. Marketing research starfish the informant required to identify and define marketing opportunities and problem generated. Refine and evaluate marketing action monitor marketing performance of company design the method of collection information manages a implement the data collection process analyses the result the communicate the finding their implication.  Data may be obtained from either primary source or the secondary source.  A primary source is one that itself collects the data a secondary source is one that makes available data which were collected by some other agencies. Primary data are obtained by the study specifically designed as to fulfill the data needs of problem at hands. Such data are original in character and are gathered in large no. of surveys conducted by some individual institutions and research bodies.  Data which are not originally collected but rather obtain from published or unpublished sources are known as secondary data.  A primary source usually has more detailed information particular on the procedure followed in collecting and compiling the data it may be noted that a given source may be partly primary and partly secondary Sampling Sampling provide greater total value more useful results, faster and at least cost then collect data from all unit of interest. Sample design Of sample design is a definite plan for obtaining a sample from a given population. It refers to the teaching or the procedure the researcher would adopt in selecting item for the sampling. Sample design is determined before data are collected. Steps in Sampling Design While developing a same design the researcher must pay attention to the following point: • Definition of the universe being studied. • Definition of the variable being study • Sampling unit • Sample size • Source list

SAMPLING PROCESS Sampling unit: All type of user of A.C. and non A.C. customers of Bhopal city. Sampling method: It is a Descriptive type of research. So that probability sampling is applied on the project. Sample size: the sample size is One hundred & twenty customers. Tools of Collecting Information The information was gathered by both primary and secondary data. Primary data: A primary source is one that itself collects the data. Primary data was collected with the help of questionnaires filled by respondent. Secondary Data: A secondary source is one that makes available data which was collected by some other agency. Secondary data collection is done from books, Newspaper, Magazine, Internet etc. Primary data was collected with the help of questionnaires filled by respondent. Questionnaire A questionnaire was required to know the view point of the people of the Varanasi city that is why a questionnaire was made is accordance with the topic of the project which is (what Voltas should do to increase its market share) a copy of questionnaire is attached with the project. Field work The survey is conducted through questionnaire given to the various people in fields, there ideas and views are express in the questionnaire, which was then analysed. Findings and Data Analysis After the survey is don’t the findings are collected the data, which is collected is analyzed so as to get a conclusion

CHAPTER -2

COMPANY BACKGROUND

COMPANY PROFILE
A member of Tata Enterprises, we are in the business of manufacturing, marketing and servicing engineering products with a strong focus on Airconditioning & Refrigeration and Engineering Products & Projects. We also have a presence in Chemicals Trading which is developing rapidly. We will build and sustain a leadership position in these areas and will align our investments and costs to the skills we have in these businesses. Our relations with customers, principals, collaborators, dealers, suppliers, financial institutions and colleagues will be governed by a sense of integrity under which we provide and receive value for money, to recognizable and measurable standards. Our management is professional and transparent, increasingly backed by technologies and systems that provide free and constant access to information and knowledge. We strive to remain innovative by attracting, retaining and developing people who constantly keep the customer in mind, and who combine empowerment and freedom to act with accountability. We encourage people to develop themselves fully as members of a wider community. We recognize the role of technology in creating a better quality of life for those around us and in helping our nation to grow. To this end, we will commit resources to ensure that we achieve our goal of providing best-in-class products, services and customer support. We value our shareholders as long term investors and will strive to increase shareholder value and increase returns through sound financial practices and the optimum use of corporate assets.

• • • •

Voltas has long been both pioneer and front-runner in HVAC&R (Heating, Ventilation, and Air Conditioning & Refrigeration) in India, with more than 50 years of accumulated expertise. Powered by revolutionary technology, Voltas Air conditioners bring with it comfort and convenience into your life. VISION CULTURAL PILLARS MISSION HISTORY

VISION What we want to be To achieve over Rs. 1250 Cores turnover by 2010-11 and…… Be EVA Positive Be a profitable Air Conditioner brand Be a market leader in Water Coolers and Commercial Refrigeration products CULTURAL PILLARS Passionate customer focus Agility Innovative cost consciousness Disciplined teamwork MISSION Why we exist To be a passionately customer focused organization providing innovative products & services and exceeding all stakeholders' expectation

HISTORY

In the year 1951 collaboration with the Volkart Brothers, a Swiss firm and Tata Sons Limited resulted in the formation of Voltas Limited, which is now one of the leading Air conditioning & Engineering concerns of India. Throughout the years Voltas has a list of innovative firsts in India: Manufactured the first ever room air conditioner in 1954. Set up the first integrated plant in 1969. Introduced the first innovative split air conditioner in 1984. Introduced the tall and elegant slim line air conditioner in 1993. Introduced micro-processor based packaged unit in 1998. First to introduce water dispensers with mini fridge. Launched the 55 liter refrigerator for kids. Among the first to launch sub 1.0 Ton ACs. Profile Part of the TATA Conglomerate with revenues touching Rs. 1230.41Cr. for the year 2002-2003, Voltas offers engineering solutions for a wide spectrum of industries in areas such as heating, ventilation and air conditioning, refrigeration, climate control, electro-mechanical projects, textile machinery, machine tools, mining and construction, materials handling, water management, building management systems, pollution control and chemicals. The Company's strengths lie principally in the design and manufacture of industrial equipment; management and execution of air conditioning and public work projects; sourcing, installation and servicing of technology-based systems; and representation of global technology leaders, serving diverse industrial sectors and applications. Operations Voltas operations have been organized into four independent businessspecific clusters, namely the Air Conditioning and Refrigeration Business Group, Unitary Products Business Group, Engineering Products Business Group and International Operations Business Group. Each of these has its own facilities for market coverage and service to customers. Air conditioning and Refrigeration Business Group Central Plant Equipment. Packaged / Duct able Split Units. HVAC Turnkey Projects and Services. Unitary Products Business Group Room Air Conditioners. Water Coolers. Commercial Refrigeration.

Engineering Products Business Group Textile Machinery. Mining & Construction Equipment. Machine Tools. Materials Handling. International Operations Business Group. Electro-mechanical Projects. Pumps and Projects. Civil Construction. Chemicals. THE PROMOTERS

Board of Directors Chairman Ishaat Hussain A Soni N M Munjee N J Jhaveri S D Kulkarni Ravi Kant N D Khurody N N Tata

Managing Director Directors

Corporate Management Managing Director Executive Vice Presidents A Soni M M Miyajiwala A K Joshi P N Dhume S Johri S Venkatraman
A J Gole S Bilgi

Vice Presidents

Electro-Mechanical Projects & Services Electromechanic al & Refrigerati on A K Joshi Executive Vice President & Chief Operating Officer M Gopi Krishna Sr.Vice President (Operations)

Electrical & Mechanical (Internation al) Water Manageme nt & Treatment

P N Dhume Executive Vice President & Chief Operating Officer

Engineering Products & Services

THE COMPANY

India's premier air conditioning and engineering services provider
Voltas Limited offers engineering solutions for a wide spectrum of industries in areas such as heating, ventilation and air conditioning, refrigeration, electromechanical projects, textile machinery, machine tools, mining and construction equipment, materials handling, water management, building management systems, indoor air quality and chemicals .The Company's strengths lie principally in
• • •

the design equipment

and

manufacture

of

industrial

sourcing, installation and servicing of technologybased systems representation of global technology leaders, serving diverse industrial sectors and applications.

Manufacturing Voltas possesses total capability in the manufacture of room/split air conditioners, industrial air conditioning and refrigeration equipment, water coolers, commercial refrigerators, visicoolers, freezers and fork-lift trucks. All these products bear the stamp of state-of-the-art automated manufacturing plants resulting in consistently high quality and reduced costs. Furthermore, the Company is partnered with Fedders International Inc. of USA for 'manufacture only' alliances producing low cost, high quality room air conditioners. Projects Over the years, Voltas has built reputation and is actively engaged in fields such as electro-mechanical electrical building services, HVAC, Health, firefighting, ELV up a substantial turnkey projects in works comprising plumbing, public

Environmental and water pollution control; pumping stations and water supply; water & waste water treatment projects. The Company has ISO 9001 - 2000 standards certification in this business, and has successfully undertaken and executed project works in the Middle East, Far East and South East Asia, CIS countries and Africa. Marketing Voltas' sourcing and marketing operations cover air conditioners, textile machinery, machine tools, mining and construction equipment and industrial chemicals. In these sectors, the company demonstrates its specialized engineering expertise, as well as its extensive network for global sourcing. Community Development and Environmental Protection The Company has consciously laid emphasis on corporate social responsibility and also on ecological and environmental protection. Exemplary corporate citizenship is demonstrated in numerous social upliftment projects, whether independently undertaken or in support of the Tata Council for Community Initiatives. Subsidiaries
• • • • • •

Metrovol FZE VIL Overseas Enterprises B.V. Simto Investment Company Limited Auto Aircon (India) Limited Simtools Ltd Weathermaker Limited

Joint Ventures
• • • •

Universal Comfort Products Private Limited, Dadra, India Universal Voltas Air-conditioning & Refrigeration Co., Abu Dhabi, UAE Saudi Ensas Company Ltd., Jeddah, Saudi Arabia Lalbuksh Voltas Engineering Services & Trading

Company LLC, Ruwi, Sultanate of

PRODUCT LINE AND ITS FEATURES

VERTIS WINDOW A.C….

Tonnage
1.5 2.0

THREE SPEED COOLING :
Easy to select High, Medium and Low cooling options.

FRESH AIR SWITCH:

When the ACs run for a longer period, the oxygen level of air decreases. The fresh air switch allows fresh air to enter the room. This maintains the optimum oxygen level of air.

REGULATOR:
To regulate fan speeds and temperature settings to suit your needs.

SWEEP:

Ensures motorised movement of vertical louvers for uniform distribution of air

High BTU, high energy efficient compressor:
Allows minimum power consumption, higher cooling efficiency and quiet operation.

High efficiency heat-transfer coils:

Internally grooved copper tubes in cooling coils along with Triple-Ripplefins to get highest heat transfer efficiency.

Model

1.5T RAC

2.0T RAC

Cooling Capacity Power Supply Power Input - Cooling Operating Current Cooling EER Air Flow Volume Indoor Noise Level - Indoor*** Compressor Type Refrigerant Unit Dimensions - W x HxD Net/Gross Weight

BTU/Hr. V/Hz/Ph. W A BTU/Hr./ W CFM dB(A)

18000 230/50/1 Phase 1850/1990 8.9/9.9 9.7/9.1 480 54 Rotary/Reciproca ting R-22 660x435x720 55/66

24000 230/50/1 Phase 2650 13.0 9.1 525 56 Reciprocating R-22 660x435x720 72

Mm Kg

VERTIS SPLIT A.C….

Tonnage
1.5 2.0

Star level EER rated product:
Star rated by the Bureau of Energy Efficiency for its power efficiency.

Energy efficient state-of-the-art rotary compressor:

Allows minimum power consumption, higher cooling efficiency and quiet operation.

LCD remote with intelligent functions:
Feature packed remote with functions like Cool/Fan/Dry/Auto mode, Sleep mode & On/Off Timer.

Digital display on indoor unit:

For better visibility of the set mode and the set temperature.

Model

1.5 TR

2.0 TR

Star Rating Nominal Cooling Capacity Power Supply Power Input - Cooling Operating Current Cooling EER Air Flow Volume Indoor *Noise Level - Indoor **Compressor Type Indoor Unit Dimensions Outdoor Unit Dimensions Indoor/Outdoor Unit Weight

1

BTU/ Hr V/Hz/Ph W Amps BTU/Hr/W CFM dB(A)

18000 230/50/1Pha se 1910 8.5 9.4 470 42 Rotary 940 x 275 x 175 765 x 540 x 340 11/42

24000 230/50/1Phase 2600 12.2 9.2 530 47 Reciprocatory 982 x 320 x 198 765 x 540 x 340 15/63

WxHxD mm WxHxD mm Kg

VENTURE CASSETTE A.C….

Tonnage
2.0 3.0

4.0

Attractive design and cordless LCD remote:
It's sleek and elegant with a host of features like - Auto Cool, Sleep Mode, Dry Mode & On/Off Timer.

4 Way directional air flow:
Auto air swing louvers direct air flow in all 4 directions for even cooling.

Fresh air intake:
Allows fresh air from outside to enter the room. This ensures continuous replenishment of oxygen for healthy living

Emergency operations switch:
If you can't find the remote, just use the switch on the front panel of the indoor unit to turn on or turn off the air conditioner.

Super quiet operation:
A 3s Cycle Design, Soft Start, Silent Working and Smooth Stop ensure quiet and efficient operation.

Specificatio Description n Capacity Compressor Details Electrical Rating Cooling Capacity Compressor Power Supply Power Input Rated Current EER Air Circulation **Noise Level Operation Panel Display Remote Control Refrigerant Unit Dimensions Type Indoor Body(WxHxD) Indoor Panel(WxHxD) Outdoor Unit(WxHxD) Weight Indoor Unit (Net) Outdoor Unit (Net)

Unit BTU/Hr Type V/Hz/Ph Watts Amps BTU/Hr/ W CMH db(A) Type Type mm mm mm Kg Kg

2.0 Ton* 24000 Reciprocati ng 415/50/3 Phase 2600 4.5 9.23 1050 40 LED Display LCD Remote R-22 840x240x8 40 950x40x95 0 765x540x3 40 42 64

3.0 Ton* 36000 Reciprocatin g 415/50/3 Phase 3800 6.5 9.4 1600 44 LED Display LCD Remote R-22 840x310x84 0 950x40x950 900x615x40 0 46 82

4.0 Ton* 48000 Scroll 415/50/3 Phase 5150 8.8 9.4 1750 44 LED Display LCD Remote R-22 840x310x840 950x40x950 900x615x400 46 102

Performance

VENTURE SLIMLINE A.C….

Tonnage 1.5 2.0 3.0 4.0

Stylish Design:
The compact size, superior style and aesthetics suit the most sophisticated interiors.

Noise Suppression Technology:
Use of blower design, vibration attenuation of refrigerant piping and immaculate insulation for low operating sound levels.

Dual Control:
Can be controlled both from the unit's panel controller as well as the LCD handset.

Time and Temperature Display:
Room temperature, on/off time settings, fan speed and other modes are indicated by LED graphics on the display panel.

Child Lock Switch:
This switch allows the settings to be locked to make it child-proof.

High system reliability with duplicate compressor protection:
Use of internal overload protection device protects the compressor both from electrical and thermal overload.

MARKETING STRATEGY
The Voltas Air-conditioner Business Principles govern the Company’s business decisions and actions throughout the world, applying equally to corporate actions and the behavior of individual employees when on company business. They incorporate the fundamental principles on which all Voltas activities are or should be based: integrity, fair trade, non-discrimination and equal opportunities. In addition, Voltas uses a standard General Purchase Agreement and standard contracts. The processes related to these are aligned across all Voltas businesses. Similarly, we use standardized processes for measuring and evaluating supplier performance and reporting. All employees must also act in accordance with the Supply Management Code of Ethics. Supply Management Code of Ethics The Supply Management Code is a code that applies to all employees involved in the purchasing process within Voltas. The Supply Management Code is as a supporting policy, an integral part of the Voltas Air-conditioner Business Principles. In addition to full compliance with the Voltas Air-conditioner Business Principles, all affected employees shall: 1. Act honestly and ethically  Carry out their duties in an honest and ethical way by ensuring that business policies and practices are aligned with ethical principles.

 Maintain the confidentiality of privileged information acquired in the course of their work, except when disclosure has been authorized or is legally obliged.  Act in good faith, responsible, with due care, competence and diligence, without allowing one’s independent judgment to be subordinated. Provide information that is true and not designed to mislead.  Clearly communicate ethical expectations to those with whom they work.  Refrain from using or appearing to use confidential information acquired in the course of one’s work for unethical or illegal advantage either personally or through third parties.  Ensure the integrity of records; including documenting obtained discounts in a proper form. 2. Avoid conflicts of interest  Avoid actual or apparent conflicts of interest between personal and professional relationships.  No actions should be taken and interests outside Voltas should be avoided that may make it difficult to perform his or her company work objectively and effectively. No direct or indirect financial interest in a supplier or competing company is allowed, with the exception of a financial interest in a publicly traded company.  Service to Voltas should never be subordinated to personal gain or advantage. No employee, his or her partner, or a member of his or her family, may receive improper personal benefits as a result of the employee’s position at Voltas.  The acceptance of gifts or personal favors of commercial value is not acceptable, which includes invitations to sporting or social events. It is to be made clear to third parties that personal favors can only influence the business relationship negatively and that business decisions are based solely on benefits to the Company and not on considerations of past or future personal gain. When refusing a gift would be discourteous, the gift must be promptly turned over to the compliance officer. Voltas usually donates such gifts to charitable institutions. Any doubts in a given

situation, should be discussed with management or the compliance officer. 3. Comply with applicable governmental laws, rules and regulations  Perform their duties in accordance with relevant laws, rules and regulations. 4. Follow a fair process to select suppliers and award business to suppliers  Support the principle of fair competition as a basis for selecting suppliers and awarding business to suppliers.  While considering the advantages to Voltas of maintaining a continuing relationship with a supplier, avoid any arrangement that could, in the long term, prevent the effective cooperation of fair competition.  Fully comply with the internal purchasing process of purchase requests and purchase orders when awarding business to a supplier. No purchase will be done without a purchase order. 5. Pay suppliers in line with Voltas’ rules  Any payment for a company’s product or service must be made to the company, not to an individual.  Cash payments are not permitted; all payments should be made to a bank account designated in writing.  Only make payments to the provider of goods or services received. 6. Select suppliers that comply with high ethical standards  Select suppliers and award business to suppliers that are committed to act fairly and with integrity towards their stakeholders and that duly observe the applicable rules of the law of the countries they operate in.  Terminate the relationship with suppliers that do not adhere to general Voltas policies for suppliers, like the child labor and forced labor policies.

COMPETITORS

The major competitors for Voltas air conditioner is Carrier & Hitachi. Carrier was the first in this field &Hitachi providing the quality product so Voltas have to first create awareness about their product and then they should capture on market share. Most of the customers who prefer to buy on brand name in Bhopal are willing to buy Carrier/Hitachi Air-conditioner because their perception is that the Carrier is the world leader in Air conditioner. The other competitors are: Samsung LG Videocon Electrolux Unorganized Brands (e.g. HYUNDAI, KORYO etc.)

    

FUTURE PROSPECTS
The future of Voltas air conditioner looks bright since its some products are in the introductory stage. the company for now just want to make aware as many people as it can about their new models(Star rated A.Cs.) The result of this awareness programmer will be seen in the coming time.

As we all know Voltas has a good brand image in quality Air conditioner this will also help to enhance it’s market share in the Premium segment as well as higher segment

ACHIEVEMENTS
• • •

In India manufactured the first room air conditioner in 1954. Setup the first integrated plant in1969. Introduced the first innovative split air conditioner in1984.

• • •

Introduce tall and elegant slim line in1993. Amongst the first to launch sub 1.0tr air conditioner. Successfully accomplished large project in the middle east south and for east Asia and Africa

United Nations' Grand Award for Excellence in Public Service Worldwide, 1993-94.

• •

State of the art manufacturing capability for room and split air conditioner. International Public Relations Associations' Golden Trophy for Excellence in Customer Service, 1994-95.

Mumbai Chamber of Commerce and Industry's Good Corporate Citizenship Award, 1995-96.

CHAPTE R-3

ANNALYSIS & FINDING

ANALYSIS
Questionnaire
Q.1 Are you using air conditioner? Condition Percent YES NO 69% 31%

P E R S O N H A V IN G A IR C O N D IT IO N E R

31% NO YES 69%

Q-2 which brands of Air conditioner do you have?

Brand
Hitachi Carrier L.G. Voltas Videocon

Percent
10% 16% 23% 35% 16%

B R A N D O F A IR C O N D IT IO N E R
10% 16% H IT A C H I C A R R IER L .G VOLTAS 35% V ID EO C O N 23%

16%

Q-3 what is more important for you? Brand HITACHI CARRIER L.G VOLTAS VIDEOCON Quality of product 50% 40% 30% 46% 35% Price of product 15% 32% 26% 23% 21% After sales service 35% 28% 44% 31% 54%

Q-4 Are you satisfied with delivery period? Brand Hitachi Carrier L.G. Voltas Videocon Yes 75% 75% 77% 80% 87% No 25% 25% 23% 20% 13%

S A T IS F A C T IO N W IT H D E L IV E R Y P E R IO D
100% 25% 80% 60% 40% 20% 0% 75% 75% 77% 80% 87% No Y es 25%

23%

20%

13%

H IT A C H IC A R R IE R L . G

V O L T A SV ID E O C O N

Q-5 Are you satisfied with company product? Bran d Hitac hi Carri er L.G. Volta s Videoc on Yes 80% 75% 82% 65% 62% No 20% 25% 18% 35% 38%

Q- If yes how much? Brand i Carrie r L.G. 60% 40% 66% 34% Satisfied Just Satisfied 25%

Hitach 75%

Voltas Videoc on

15% 69%

85% 31%

100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% H IT A C H IC A R R IE R L . G 15% V O L T A S ID E O C O N V 75% 66% 60% 69% 85% J u s t S a t is fie d S a t is fie d 25% 34% 40% 31%

Q-6 What do you think about the price of product? Brand HITACHI CARRIER L.G VOLTAS VIDEOCO N Low 15% 12% 25% 12% 32% High 25% 18% 20% 15% 0% Value for money 60% 70% 55% 63% 58%

Q-7 If you have any query or queries it is solved by company? Brand Hitachi Carrier L.G. Voltas Videoc Yes 60% 66% 76% 55% 65% No 40% 34% 24% 45% 35%

on

Q-8 In your opinion what Voltas do to increase its market share? Brand Reduc e Price 15% 28% 37% 26%
48%

More emphasis on Advertising 27% 24% 11% 20%
12%

Improve after sales services 45% 48% 52% 54%
40%

Others

HITACH I CARRIE R L.G VOLTA S
VIDEOCO N

13% 0% 0% 0%
0%

ONLY FOR CUSTOMERS
Q1.How long have being you using the product? Brand HITACHI CARRIER L.G VOLTAS VIDEOCO N 0-6 Month 0% 33% 19% 13% 38% 6-12 Month 40% 20% 23% 10% 40% More than a year 20% 14% 24% 44% 0% More than 2 year 40% 33% 34% 33% 22%

Q-2: Do you have any problem while using the product? Brand HITACHI CARRIER L.G VOLTAS VIDEOCON Yes 60% 63% 10% 36% 38% No 40% 37% 90% 64% 62%

Q-3: Do you get value for money from product you purchase? Brand
HITACHI CARRIER L.G VOLTAS VIDEOCON

Yes
85% 65% 60% 75% 60%

No
15% 35% 40% 25% 40%

Q-4: Are you satisfied by the company after sales services? Brand
HITACHI CARRIER L.G VOLTAS VIDEOCON

Yes
80% 75% 84% 45% 30%

No
20% 25% 16% 55% 70%

*If yes how much Brand
HITACHI CARRIER L.G VOLTAS VIDEOCON

Satisfied
20% 35% 39% 34% 40%

Just satisfied
0% 10% 23% 16% 35%

Fully Satisfied
80% 55% 38% 50% 25%

100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% 0% 20% H I T A C H IA R R I E R . G C L V O L T AV SI D E O C O N 35% 39% 34% 40% 10% 80% 23% 16% 55% 38% 25% 50% 35% F u lly S a tis fi e d J u s t s a tis fi e d S a tisfie d

Q-5; why you were using this brand? What thing you like in this? Brand
HITACHI CARRIER L.G VOLTAS VIDEOCON

Quality
85% 60% 54% 56% 35%

Price
0% 10% 5% 8% 45%

After sales service
15% 30% 51% 36% 20%

Q-6: which brand are you looking to switch over if needed and why? Brand
HITACHI CARRIER L.G VOLTAS VIDEOCON

Percent
13% 24% 20% 14% 29%

Q-7: What Type of problem you face while selling the product of Voltas? Brokage Material No Problem Price Problem Late Dealers 12% 50% 25% 13%

PERSON WHO DO NOT HAVE A.C.
Q-1: If you want to purchase Air conditioner which brands you prefer? Brand HITACHI CARRIER L.G VOLTAS SAMSUNG Percent 13% 15% 25% 30% 17%

P R E F F E R E D A IR C O N D IT IO N E R B R A N D

17%

13% 15%
H IT AC H I C AR R IE R L .G VO L T AS

30% 25%

S AM S U N G

Q.2 PLEASE SPECIFIES WHY YOU WANT TO PURCHASE THAT BRAND ONLY? WHAT YOU LIVE IN THAT? Brand Price Quality After sales Services HITACHI CARRIER L.G VOLTAS SAMSUN G 0% 5% 30% 15% 24% 87% 73% 45% 70% 55% 13% 22% 25% 15% 21%

C H O IC E O F C U S T O M E R
100% 13% 15% 21% 22% 25% 90% 80% 70% 60% 45% 55% 70% 50% 87% 73% 40% 30% 20% 30% 24% 15% 10% 5% 0% 0% H I T A C H I A R R I E RL . G V O L T ASSA M S U N G C

A ft e r s a l e s S e r v i c e s Q u a li ty P ric e

Q-3; Please rate the following brand in (1-5) scale considering all the aspect?
Brand Hitachi Voltas Smsun g Carrier LG. Rate-1 0 13 5 3 20 Rate-2 6 7 10 1 10 Rate-3 8 7 12 4 3 Rate-4 12 2 1 23 0 Rate5 10 1 2 6 0

Q-4: What are the criteria for selecting the product?
Brand Brand Image 58% 45% 40% 55% 37% Price of product 20% 32% 25% 19% 28% Availability of spare Parts 10% 14% 12% 16% 15% After sales services 12% 19% 23% 10% 20%

Hitachi Voltas Samsun g Carrier L.G

Q-5: What is important for you?

Brand Hitachi Voltas Samsung Carrier L.G

Quality of product 52% 50% 40% 52% 20%

Price of product 30% 30% 45% 25% 53%

After sales service 18% 20% 15% 23% 27%

FINDINGS
After analysis, It was found that the majority of customers in Bhopal are using Voltas A.C. but due to the facts driven by the survey it was noticed that Voltas is not providing good enough after-sales services, they(customers) are likely to switch to another brand. In our case, 15% of Hitachi customer said that Voltas reduce price, 27% customers said that he will have to give more emphasis on product promotion programs i.e.; Advertisement and 45% customers said that improve after sales service and also 13% customers said that if company improve its product quality than it will be better for future. 28% Carrier customer said that he has to reduce price, 24% customer said that he will have to give emphasis on advertisement and R&D and 48% said that company has to improve its after sales service 37% of LG customer said that Voltas has to reduce price, 11%said more emphasis on advertising and 52% customer said that improve after sales service. In case of Voltas 26% customer said that company has to reduce price, 20% customers said that more emphasis on advertising 54% customer said improve after sales service 48% of Videocon customer said that company has to reduce price and 12% customer said that company should give emphasis on product promotion program. 40% customer said improves after sales service. It was also found that Voltas A.C. is much priced as compare to other competitive brand like L.G, Videocon.

Lake of awareness about the brand Voltas is also present among the customers, due to the fact that the Voltas are doing less advertisement than the other brands specially L.G.

CHAPTE R-4

RECOMMENDATION

RECOMMENDATIONS/ SUGGESTIONS

 One

should watch over the activities of the competitor so that

they give more satisfaction to their customer.  More emphasis should be given on after sales services so that Voltas may satisfied the existing Customer as well as attract new customer.  Due to the fact that the price of Voltas A.C. is slightly high from the other competitors so management of Voltas have to see if they are able to decrease the price.
 To make people aware about the brand Voltas should increase the

advertisement in newspapers, television, magazines and especially in FM.
 The activities of the competitors should be watched carefully by the

Voltas so they may also change their marketing strategy and give more satisfaction to their customer.  They should try to attract switchers to increase market share
 While delivering the AC to dealers check their product. Once again.

CHAPTER -5

CONCLUSION , BIBLIOGRAP HY

CONCLUSION
After collecting the detailed information on Voltas it was observed that their after sales service is not good. So more emphasis should be given on after sales services to satisfy the customer and improve market share. Voltas has market credibility as the person who does not have A.C., want to purchase Voltas because of its quality. Company has to give more emphasis upon competitor’s activity and one should watch over on it so that they can give better product to their customer. As whole customers of A.C. give more emphasis on quality and after sales service. if company will give good after sales services then they can attract as well as lots of customer. Company should adopt more aggressive promotional strategies for market penetration. Image of the Voltas air conditioner is good. Voltas advertisement percentage is very low so to increase the awareness of the brand aggressive advertisement should be adopted by the company. In simple words to increase the Voltas market share they have to improve compatible. after sales service & make their prices more

QUESTIONNAIRE
Q.1 Are you using air conditioner? Yes No

Q.2 which brands of air conditioner do you have? A A. Hitachi B. L.G C C. Voltas D. Carrier E E. Videocon Q.3 what is more important for you? A A. Quality of product C C. After Sales Services B. Price of Product D. Any other thing

Q.4 Are you satisfied with delivery period? Yes No

Q.5 Are you satisfied with the company product? Yes *if yes how much A. Satisfied No B. Just Satisfied

Q.6 what do you think about the price of product? A. Low B. High C. Value for Money

Q.7 If you have any query /queries it is solved by company? Yes No

Q.8 In your opinion what Voltas have to do to increase its market share?
A. B. C. D.

R Reduce price M More emphasis on advertising I Improve its after sale services A Any change in product

*Mention what type of changes -----------------------------------------------------------------------------------E. E Any other Q.9 Do you have any suggestion? -------------------------------------------------------------------------------------

ONLY FOR CUSTOMERS
Q Q.1 How long has you being using the product? 0-6 month More then 1 year 6-12 month more then 2 years

Q.2 Dom you have any problem while using the product? Yes No

Q.3 Do you get value for money from product you purchase? Yes No

Q.4 Are you satisfied by the company after sales service? Yes If yes how much:A. fully satisfied f B. Satisfied S C. Just satisfied J No

Q.5Why you were using this brand what thing you like in this? A. Price C. After sale service D. Quality Q E. Other O

BIBLIOGRAPHY
The essence of the report are inspired and collected by the sources listed below:

Books
   Marketing management Marketing Research Research methodology Philip Kotler Boyd, West Fall & Stash. C.R Kothari

Websites
 

www.voltasac.com www.voltas.com

Brochures
 Various Product broachers of Voltas Air Conditioner

News Papers
 The Times of India  Hindustan Times  Dainik Jagran