Professional Documents
Culture Documents
EXIDE
EXIDE
No
CONTENT
Introduction
PAGE
NO.
2 to 4
Objectives
5 to 6
Scope
7 to 9
(a)
(b)
Theoretical Background
10 to15
Company profile
16 to 36
a.
b.
c.
d.
History of Organization
Organizational structure
Products Profile
Achievements and awards
Research Methodology
a. Data collection
b. Sampling techniques
c. Sample size
d. universe
Data Analysis and Interpretation
37 to39
40 to56
Findings
57 to 58
Suggestions
59 to 60
10
Limitations
61 to 62
11
Summary
- Bibliography
- Annexure
63 to 70
CHAPTER -1
INTRODUCTION
Introduction
Exide Industries Ltd is the countrys largest manufacturer of lead acid storage batteries and
power storage solutions provider. With seven international standard factories spread across the
nation, the company offers one of the widest ranges of batteries for every conceivable application
in industrial as well as automotive segments. Exide also has a manufacturing subsidiary in Sri
Lanka and does business globally through its subsidiaries and affiliates in South-East Asia,
Australia and Europe. Exides products are sold globally, particularly in developed markets like
Australia, Japan and Western Europe, under its own brand name.
Exides strong brand pull, established in India for close to hundred years, is supplemented by its
nationwide dealer network and a very strong R&D center. With the help of two of its Japanese
collaborators Shin Kobe and Furukawa - Exide has consistently remained at the cutting edge of
international battery technology and introduced various pioneering products and power storage
solutions in the Indian and global markets.
Exides products find application in automotive, two-wheelers, inverters, UPS, power, telecom,
railways and submarines, among others. Exide is also present in the non-conventional energy
business where it designs and integrates solar and wind power solutions.
Exide Technologies, with operations in 80 countries and fiscal 2009 net sales of approximately
$3.3 billion, is one of the world's largest producers, distributors and recyclers of lead-acid
batteries. The Company's four global business divisions Industrial Energy Americas, Industrial
Energy Europe, Transportation Americas, and Transportation Europe provide a comprehensive
range of stored electrical energy products and services for industrial and transportation
applications. In addition, Exides Asia Pacific/ Rest of World operations contribute sizeable
revenues to the Company, divided evenly between the Industrial Energy and Transportation
products and services.
Exide Technologies is a global business organized to serve customers complex stored energy
systems needs. Key strengths of the Company are that its products and services span global
markets and geographic borders, melding two significant bases of experience and technology
expertise from its Transportation and Industrial battery divisions. The Company shares expertise
across business segments. For example, Exide established a global network of battery testing
centers and design improvement centers in North America, France, Spain, Australia and the U.K.
This global footprint enables better and faster means of introducing innovations in products and
services, changing the way the world uses and stores electrical energy.
Exide Technologies extends its customer offerings by selling services and systems that enhance
vehicle performance and fleet utilization or reduce risk of loss of power problems. Exide is
providing energy solutions not merely batteries.
Exide Industries Ltd, the countrys largest lead acid storage battery manufacturer and stored
energy solutions provider, today declared its annual results for the year 2008-09. While net
turnover during the 12-month period rose 19 per cent to Rs 3,393 crore, net profit during the
same period increased 14 per cent to Rs 284 crore.
During the fourth quarter of the financial year 08-09, the company clocked a net turnover of Rs
798 crore which shows a marginal growth. However, the Profit before Tax at Rs 106 crore and
Net Profit at Rs 68 crore shows a growth of 19 per cent and 9 per cent respectively.
Exide industries provide a comprehensive range of stored electrical energy products and
services for industrial and transportation applications.
Transportation markets include original-equipment and aftermarket automotive, heavy-duty
truck, agricultural and marine applications, and new technologies for hybrid vehicles and
automotive applications. Industrial markets include network power applications such as
telecommunications systems, electric utilities, railroads, photovoltaic (solar-power related)
and uninterruptible power supply (UPS), and motive-power applications including lift
trucks, mining and other commercial vehicles.
The project was carried out for study and analysis the dealers network and consumers
perception about Exide batteries in Pune.
It was done mainly to know the satisfaction level of the dealers against the different
services provided by the company and also to know the consumers satisfaction against
the product and services provided by the dealers.
CHAPTER-2
OBJECTIVE
For consumers & dealers
Researcher has carried out research for customer & dealer. The objective of customer and
dealer are as following: For customers : To find out the consumers satisfaction level for services provided by the Exide
dealers.
To know the specific reasons for which customers purchase Exide batteries.
For dealers: To find out the satisfaction level of the dealers for company.
CHAPER-3
SCOPE
A) Organization point of view
B) Researcher point of view
A)
B)
CHAPTER-4
THEORITICAL
BACKGROUND
MARKETING RESEARCH
DEFINITION
Phillip Kotler.
A questionnaire consists of list of questions to be asked from the respondents and the space
provided to record the answer / responses. Questionnaire can be used for the personal interviews,
focus groups, mails and telephonic interviews. The choice among these alternatives is largely
determined by the type of information to be obtained and by the type of respondents from whom
it is to be obtained.
The common factor in all varieties of the questionnaire method is this reliance on verbal
responses to question, written or oral.
SERVICES:A number of experts have attempted to define the services but no single definition has been
accepted universally. Services are human efforts which provides succor to the needy. It may be
education to a student.
Services can also be defined as an action of organization that maintains and improves the well
being and function of people.
Customer empowerment has become a way of life for many companies that have had to adjust to
a shift in power with their customer relationship.
Customer relationship management is the process of carefully managing detailed information
about individual customer and all customers touch point to maximize customer loyalty.
PERCEPTION:A motivated person is ready to act. How she/ he is influenced by her/his view of situation. In
marketing perceptions are more important than reality, because its perception that affects
consumers actual behavior.
Perception is the process by which we select, organize, and interpret information inputs to create
a meaningful picture of the world.
CONSUMER BEHAVIOUR:Successful marketing requires that companies fully connect their customers. Consumer behavior
is the study of how individual, groups, and organization select, buy, use, and dispose of goods,
services, ideas to satisfy their needs and wants.
CHAPTER-5
COMPANY PROFILE
a)
b)
c)
d)
ABOUT EXIDE:-
Exide Technologies is the world's second-largest producer of automotive lead acid batteries for
automotive and industrial applications. The Companys four global business groups
Transportation Americas, Transportation Europe and Rest of World, Industrial Energy Americas
and Industrial Energy Europe and Rest of World provide a comprehensive range of stored
electrical energy products and services for industrial and transportation applications.
Exide was founded by W.W. Gibbs in 1888 and was then called Electric Storage Battery
Company. Gibbs purchased the ideas and patents of inventor Clement Payen to make the storage
battery a commercial product. Gibbs targeted electric lighting companies so they could use the
storage batteries to provide services to their customers.
In 1900, the company developed a product of greater capacity and less weight for electric
taxicabs. This battery was the first to bear the name Exide, short for "Excellent Oxide".
When the United States entered World War I, Exide batteries were used to operate airplane radio
sets and power radio stations. In 1938, Exide acquired Giant Storage Battery Company, and
expanded into battery chargers and testers.
Exide bought out the dry battery business of a company called Britannia Batteries Ltd. During
World War II, Exide was a major supplier of batteries for U.S. Navy submarines and primary
contractor for batteries used in the Mark 18 electric torpedo.
Exide entered the dry-cell battery industry in 1957 when it acquired the Ray-O-Vac Company,
then the second largest producer of dry-cell batteries in the US. Following the acquisition of the
Wisconsin Battery Company, Exide started producing motorcycle and specialty batteries. In
1987, it acquired General Battery Corporation.
Robert A. Lutz, former president and vice chairman at Chrysler Corporation, was appointed
Exide's Chairman of the Board in 1998. He reorganized the worldwide management structure
into Global Business Units and sold off non-battery units to allow the company to concentrate on
its primary business. In 2000, Exide acquired GNB Technologies, a leading North American
supplier of automotive batteries. Two years later Exide filed for bankruptcy after compiling a
debt of $2.5 billion as a result of the recent acquisitions.
Exide is a sponsor of the Cornell Automotive X-Prize Team. Exide Technologies has signed an
agreement to be to be the sole lead-acid battery supplier for the REVA (Revolutionary Electric
Vehicle Alternative) car-making project in Bangalore, India.
The company was incorporated as Associated Battery Makers (Eastern) Ltd., on 31 January,
1947 under the Companies Act, 1913 to purchase all or any of the assets of the business of
manufacturers, buyers and sellers of and dealers in and repairers of electrical and chemical
appliances and goods carried on by the Chloride Electric Storage Company (India) Ltd, in India,
since 1916 with a view thereto to enter into and carry into effect (either with or without
modification) an agreement which had already been prepared and was expressed to be made
between the Chloride Electric Storage Co (India) Ltd on the one part and the company of the
other part. The name of the company was changed to Chloride India Ltd on 2 August, 1972. The
name of the company was again changed to Chloride Industries Ltd. vide fresh Certificate
Incorporation dated 12 October, 1988. The name of the company was further changed to Exide
Industries Ltd. on 25 August, 1995.
The company manufactures the widest range of storage batteries in the world from 2.5 Ah to
20,400 Ah capacities, covering the broadest spectrum of applications. The company has six
factories strategically located across the country two in Maharashtra, one in West Bengal, two
in TamilNadu and one in Haryana. The companys predecessor carried on their operations as
import house from 1916 under the name Chloride Electrical Storage Company. Thereafter, the
companies started manufacturing storage batteries in the country and have grown to become one
of the largest manufacturer and exporter of batteries in the sub-continent today. Exide separated
from its UK-based parent, Chloride Group Plc., in 1989, after the latter divested its ownership in
favor of a group of Indian shareholders. The company has grown steadily, modernised its
manufacturing processes and taken initiatives on the service front. Constant innovations have
helped the company to produce the worlds largest range of industrial batteries extending from
2.5 Ah to 15000 Ah and covering various technology configurations.
COMPANYS HISTORY:-
1916 Chloride Electrical Storage Co. (CESCO), UK, set up trading operations in India as an
import house.
1946 First factory set up in Shamnagar, West Bengal.
1947 Two Indian Companies were formed: Associated Battery Makers (Eastern) Ltd. ABMEL
took over the manufacturing operations.
1960 ABMEL became a listed public limited company.
1969 Second Factory set up in Chinchwad, Pune.
1972 ABMELs name changed to Chloride India Limited.
1976 R&D Centre established in Kolkata.
1981 Third factory set up in Haldia, West Bengal.
1988 Chloride India Limited was renamed as Chloride Industries Limited.
1992 First Submarine batteries delivered to the Indian Navy.
1994 Technical collaboration with Shin Kobe Electric Machinery Co. Ltd. of Japan, a
subsidiary of the Hitachi Group.
1995 Chloride Industries Ltd renamed Exide Industries Limited. (EIL)
1997 Fourth factory set up at Hosur, Tamil Nadu.
1998 Exide acquires the Industrial Operations of Standard Batteries Ltd as a going concern,
thereby adding four more factories, taking the total number of factories to eight.
1999 Foundation stone for 9th factory laid at Bawal, Haryana.
2000 Acquisition of 100% stake in Chloride Batteries South East Asia Pte Ltd., (CBSEA),
Singapore & 49% in Associated battery Manufacturers, Ceylon, (ABMEL), Sri Lanka.
2000 Implementation of SAP Enterprise Resource Planning integrating Corporate Office, Nine
Factories, R&D Centre and More than 30 Sales Offices across India.
2001 Launch of autoexide.com, a full fledged auto portal.
2003 Commissioning
of
Eighth
factory
at
Bawal,
Haryana
New JV company in UK- ESPEX Batteries Ltd formed with 51% EIL holding.
Strategic Alliance with IBG in Netherlands for Marketing in Europe.
2004 Associated Battery Manufacturers (Ceylon) Limited, Sri Lanka became a subsidiary
2005
2006
2007
2007
2007
2008
2009
Brands
EXIDE, CHLORIDE
INDEX DYNEX
Standard Furukawa (SF)
SONIC
JUPITER
CONREX
Subsidiaries
ORGANIZATION FLOW
S.B Ganguly, Chairman Emeritus
PRODUCT PROFLE:-
Energy neither can be created nor destroyed. It can be changed from one
Form to another. Law of conservation of energy.
A battery is perhaps the only gift of science where eclectic energy is stored by means of
electrochemical potential generated by electro- chemical reactions. (Chemical reactions initiated
by electric which takes place with the means of electron exchange between the reactants). As and
when required, the stored energy can be converted back to electrical energy through similar
electro chemical reactions. In certain cases, the electrochemical reaction converting the energy
transformation is not reversible. Such batteries are called primary cells, where the electro
chemical reactions governing the energy transformation is reversible; the cells are turned as
secondary cells. Several cells, when connected in a designed manner give a set of a battery. In
this electrical energy can be stored through charging them. This energy can be extracted as and
when needed till the entire charge is exhausted through a chemical reaction. The process of
battery manufacturing is concerned with creating and sustaining electro chemical potential
differences .the potential difference is maintained between two surfaces called electrodes or
plates. These electrodes or plates are surrounded in an environment, which connects them and
helps them to sustain the potential difference. This usually consists of a medium called
electrolyte. In case of lead acid batteries, which are the products of the organization, the
electrodes or plates are made of lead and diluted sulphuric acid is used as electrolyte.
BUSINESS PROFILE:-
1. Automotive Batteries.
In the domestic market, the Company sells its products under EXIDE, SF, SONIC and
Standard Furukawa Brands. EXIDE and SF are its flagship brands. In the international market
the products are sold mainly under DYNEX, INDEX & SONIC brands. The Company supplies
batteries to almost all the car and two-wheeler manufacturers in the country.
The Company has a distribution network comprising over 4000 dealer outlets. These outlets are
supported by 4 regional offices and 28 branch offices. The Company also exports batteries to the
Middle East, Japan and CIS countries.
The Company has a market share of 72% in case of Automotive OEM and 70% in case of
Organized Retail. The Company also manufactures submarine batteries.
2. Industrial Batteries.
The Company designs and manufacture its industrial batteries in a wide range from 2.5 Ah to
20,600 Ah in conventional flooded and Valve Regulated Lead Acid (VRLA) design. In domestic
market, the Company sell its products mainly under EXIDE, INDEX, SF, CEIL & POWER
SAFE brands and in the international markets mainly under CEIL, CHLORIDE and INDEX
brands.
Industrial batteries are of three types, Conventional lead acid batteries, VRLA (Valve regulated
lead acid batteries) batteries and Nickel-Cadmium batteries.
Both organized and unorganized players compete in the OEM and retail industrial battery
markets. Industrial batteries cater mostly to the infrastructure sector such as railways, telecom,
power plants, solar cells and other industrial segments such as uninterrupted power supply,
inverters and traction batteries. Exides Inva tubular batteries for Inverter applications were
introduced in 2000 and Tele tubular for Telecom Sector introduced in the year 2007 has created
volume growth.. The Company also manufactures industrial batteries for niche segments such as
miners cap lamp batteries and submarine batteries.
3. Submarine Batteries.
The Company also manufactures high-end submarine batteries (Type 1, 2 & 3). The Company
manufactures two to three submarine batteries a year to meet the countrys defence requirements.
The Company is one of the five companies in the World which has the capability to make
submarine batteries for both Russian and German types. With the governments permission, in
recent years, the Company has exported to Algeria.
APPLICATIONS
A. TRANSPORT:-
Road: Batteries for cars, motorcycles, light and heavy duty, commercial Vehicles, buses
and road rollers.
Railways: Batteries for starting diesel engines, train lighting, air conditioning, Signaling,
telemeter control equipment etc.
Air: Batteries for aircraft ground starting and auxiliary power during Flight.
F) MOTIVE POWER:Fork lifts, Elect- vehicles (BHEL), platform trucks, pallet trucks and Stackers.
Street lighting system: For areas where availability of electricity is non existing or intermittent,
solar power street systems
Railway signaling system: Specifically designed SPV systems for railway signaling.
Railway Starter
Plante
Automotive exports
Exide Industries India is of the largest manufacturers of Lead Acid Storage Batteries in
World, marketing its products to Western Europe, Middle East, Africa, South America, SAARC
and South East Asian Countries.
The company has a technical collaboration with Shin Kobe Denki, Japan, the makers of
the Hitachi brand of batteries, and Furukawa Battery Company, Japan
Exide India has its own R&D Centre, which is continuously designing and developing
batteries for International and Domestic market.
Exide are the OEM suppliers to almost every car manufacturer of repute - E.g.: General
Motors, Toyota, Hyundai, TATA Motors, Maruti, FIAT, Leyland, Renault, Honda to name a few.
Almost 80% of car manufactured in India are fitted with a battery manufactured by us.
Exide Haldia had a rich haul at the CII awards ceremony in Kolkata for 08-09 winning five
awards in different categories.
At the CII (Eastern Region) awards ceremony in Kolkata for 08-09 Exide Shyamnagar won
100 PPM award from OEM customer American Power Corporation January 03
Quality award from OEM customer Toyota - April 03 & April 04
Safety award from Government of Tamilnadu - April03
100 PPM award from OEM customer Hyundai - June03
Zero PPM Award from OEM customer Toyota April04
Green award from OEM customer Toyota - April04
Best Quality supplier award from OEM customer Toyota April05
Zero PPM award from OEM customer Toyota- April05
Quality Delivery Award from OEM customer Toyota - April05
First Prize in Best Garden Competition (Industrial Category) awarded by Mysore Horticulture
Society 2005
Leadership and Excellence Award in Safety, Health & Environment by CII 2006
Indian Manufacturing Excellence Gold Award for Automotive Ancillary Category from
Frost & Sullivan in 2006
CII-EXIM Bank Award for Strong Commitment to Excel by CII in 2006
6th TERI Corporate Environmental Award- May 07
(D) Companys Plant at Taloja, Maharashtra is an ISO / TS-16949 & ISO 14001 Certified. It has
secured the following awards and recognitions:
Supplier Award Certificate of Appreciation- by Honda Siel Cars India Limited in 2002.
1st Company to be put on MPCB Website for using secured landfill in 2003.
Quality Silver Award by Bajaj in 2006.
(E) Companys Plants at Chinchwad, Maharashtra and Bawal, Haryana are ISO / TS 16949 and
ISO 14001 certified by TUV NORD and the one at Kanjurmarg, Maharashtra is an ISO
9001 certified by TUV NORD.
(F) The Company also secured Best SMF Battery Award for three consecutive years 20052006-2007
FACTORIES
SHAMNAGAR
CHINCHAWAD
HALDIA
HOSUR
TALOJA
BAWAL
KANJARMARG
ISO9001:2000
ISO14001:1996
TS6949:2002
CHAPTER-6
Research
methodology
Data collection
Primary data
Secondary data
Sampling technique
Sample size
Universe
DATA COLLECTION:-
The task of data collection begins after a research problem has been defined and research design/
plan chalked out. While deciding about the method of data collection to be used for study, the
researchers should keep in mind two types of data via .primary and secondary.
Primary data:
Primary data are obtained by a study specifically designed to fulfill the data of the problem at
hand .primary data is collected during the course of doing experiment by using various method
of data collection such as interview method questionnaires method .Various methods of
collections of primary data
1.
Observation method
2.
Interview method
3.
Questionnaires method
4.
Secondary data:
Secondary data means information that is already available. Secondary data means which are
not originally collected but rather obtained from published data are available in:
a)
Company documents,
Books
Published information
Webpage
SAMPLING TECHNIQUE:-
In research universe refers to total no. of particular items in a defined area on a particular time. In
research generally it is not possible to select whole population for survey. So researcher uses
sampling technique for research. The selection process of sampling is called sampling
technique.
Quota sampling
Judgment sampling
Convenience sampling
Deliberate sampling
UNIVERSE
In research universe refers to total no. of particular items in a defined area on a particular time.
Researchers universe is Dapodi, Bhosari, Vishal nagar, Tathawade, Nigdi.
CHAPTER-7
Data Analysis and
Interpretation
Que.1 how would you rate your level of satisfaction with company in regards to price&
value?
Alternative
Customer response
%age
Excellent
Very good
45
Good
30
Fair
15
Poor
Alternative
Customer response
%age
Fair
15
Good
13
65
Excellent
15
Superb
Alternative
Customer response
%age
Strongly agree
15
Agree
12
60
25
Disagree
strongly disagree
60% 0f customers are agree that company should improve quality of product.
25% 0f customers have no idea about quality improvement.
No customer is in favor of not to improvement the quality of product.
Que4. How would you rate the services of Exide Industries Ltd.
Alternative
Customer response
%age
Excellent
Very good
30
Good
20
Fair
35
Poor
10
Que5. How would you rate your level of overall satisfaction with Company
Alternative
Customer response
%age
Excellent
Very good
12
60
Good
Fair
25
Poor
Alternative
Customer response
%age
Advertisement
10
50
Sales representative
Colleague/ friend
25
Other
20
Que7. How likely are you to recommend Exide Industries Ltd. to a friend or relative?
Would you say the chances are ?
Alternative
Customer response
%age
Excellent
15
Very good
25
Good
11
55
Fair
Poor
Normally 55% customers will recommend to their friend OR relative to buy the product.
The chances not to recommend relative are very few are 5%.
Excellency for this is only 15%.
Alternative
Customer response
%age
Definitely
30
Probably
45
Be unsure
25
Probably not
Definitely not
Alternative
Customer response
%age
Strongly agree
15
Agree
10
50
25
Disagree
10
strongly disagree
Alternative
Customer response
%age
Strongly agree
30
Agree
10
50
10
Disagree
strongly disagree
Que1. How would you rate the overall quality of your relationship with company,
considering all of your experiences with them? Would you say it is?
alternative
Dealer response
%age
Excellent
Very good
Good
Fair
Poor
5
3
1
50
30
10
10
\
Que2. How would you rate your level of satisfaction with Company in regards to customer
service?
alternative
Dealer response
%age
Excellent
Very good
Good
Fair
Poor
3
6
30
60
10
alternative
Dealer response
%age
Satisfactory
Good
4
4
40
40
Fair
Poor
20
Que4. Do you think the delivery time is too much for product?
alternative
Dealer response
%age
Strongly agree
Agree
Neither agree nor disagree
Disagree
strongly disagree
1
2
3
4
10
20
30
40
There is no single dealer who says that delivery time is too much.
40% are strongly disagree that delivery time is too much
20% are neither agree nor disagree with delivery time.
alternative
Dealer response
%age
Strongly agree
Agree
Neither agree nor disagree
Disagree
1
2
3
1
10
20
30
10
strongly disagree
30
alternative
Dealer response
%age
Strongly agree
Agree
Neither agree nor disagree
Disagree
1
2
1
10
20
10
strongly disagree
60
alternative
Dealer response
%age
7
1
70
10
20
Customer satisfaction
alternative
Dealer response
%age
Strongly agree
Agree
Neither agree nor disagree
Disagree
strongly disagree
20
4
3
1
40
30
10
alternative
Dealer response
%age
Strongly agree
Agree
Neither agree nor disagree
Disagree
strongly disagree
5
3
1
1
50
30
10
10
alternative
Dealer response
%age
Definitely
Definitely not
Be unsure
Probably not
Probably
9
1
90
10
CHAPTER-8
Observation and Findings
70% dealers are satisfied with bonus and incentive given by company.
70% dealers say that company is surviving in market because of Quality Product.
20% dealers say that company is surviving in market because of Brand Name.
CHAPT
ER-9
Suggestions
Customer oriented
Dealer oriented
CHA
PTE
R -10
Limit
ations
Limitations
General
Difference in methodology.
Lack of communication
Consumer behavior.
Applying same technique to consumer as well as industrial goods.
Objective is not determined.
Questionnaire is not designed according to objective.
Always respondent is not correct.
Researcher itself has used biasness.
Within a time span of two months it was difficult to cover whole of Nashik
district.
Questionnaire filled in two months was only 100 in number so analysis part may
indulge some wrong analysis.
Whole project was limited to area of Nashik district so it may be possible that
response of another district or area may be different.
Wrong response by customer while filling questionnaire may result in wrong
analysis.
1. The study was limited carried out in Pune and its vicinity with sample size of 100
2. Time was a constraint in study as only 50 day allotted.
3. The information gathered was based on customers response to questionnaire.
Even then a genuine attempt has been made to get correct data from them.
4. Sample drawn need not be true representative and may have led to same Sampling
error.
5. Financial factors are not considered.
6. Suggestions are not verified.
i. AREA LIMITATION: The study was limited to Pune city only. Hence findings may
differ from other parts of India where I have not visited
ii. NON-RESPONSE ERROR: It is almost impossible to obtain data from each &
every respondent covered in sample. There are always some respondents who
refuse to give information
iii. LIMITED SOURCE OF DATA COLLECTION: Sources of data for collection of
secondary data were limited
iv. TIME CONSTRAINT: There was time constraint to this project. The project has
to be completed within 2 months.
v. BUSY RESPONDENT: Many times respondents were so busy that they didnt t
give reply. There were biased replies also.
vi. OTHER REASONS: There were heavy rains during the period of survey. So there
was many times problem in conducting survey & transportation.
Another one
The survey was limited for Pune region only.
Random sampling of chemists was done under the market survey.
Due to the restricted time frame the sample size was small. Bigger sample
size would have made few aspects more clear.
Sales accounts for Doctors prescription as well as over the counter sale.
While interviewing, the response to each question was not possible for few
chemists, so it is not possible to get perfect perception of interviewee.
Afternoon time is only the time when retailers entertain, for rest of the time is
considered as rush hours; so researcher can target maximum of 7-8 retailers
per day.
Since the sample size was small but representative, care should still be taken while
generalizing the findings. (Sample size was 150).
dkjhfdhfuoiew
1) The project has been restricted for only CIDCO area.
2) Some customers refuse to co-operate and do not disclose their
Guanine opinion.
3) Customer information is highly confidential, so organization doesnt disclose
it properly.
4) The outlet is newly setup so the system and the processes are not at par.
5) Respondents answers might have influence or bias.
6) Information is collected from the Subhiksha customers only.
7) Making appointments to the Management personnel is tough job, because
they are very busy.
8) The weather in these months was very bad so customers were avoiding to
interact.
for
4) No Proper Information
5) Non-cooperative respondents:
Some times it happens that even after taking appointment they refuse to
meet
due to work overload, lack of time or any other reasons. In some case
it happened that respondents denied giving information. Also some may give
purposefully wrong
information.
6) Human factors:
Some times it also happened that researcher asks question something else
and the respondent perceives something else. This happens due to human
limitations like behavior, attitude and perception are not stable at all point of
time which will lead to mistakes.
7)
Resources:
To conduct the research, one of many resources is time & money. However
the limitation had been effectively counter balanced as far as possible. But
still this limitation may affect the judgments.
Some of them asked why should they give information and they are afraid to
give the information because if the company mis utilize the information.
The address of many respondents had changed, so it was difficult to contact
those respondents.
As I was not given any information on price by the company so some of the
respondents didnt entertain me as they wanted to know first the price of the
barrier.
The Railway Authority & the Airport Authority were mostly reluctant in giving
any information.
Eight weeks period was not sufficient to go through the entire topic. For
thorough study it needs more time. It was also difficult to make field study or survey
under the scorching sun of June. But the major difficulty faced was the extreme non
-cooperation of the officials about the data. They were very much reluctant about
this matter, which made the study more tiresome. Moreover, it was quite impossible
to conduct survey of each and every outlet in such a short span of time.
Overcoming the odds, I tried my level best to synchronize all the facts, realizations
and information gathered in an orderly way within the course of this project.
Ethical
CHAPTER-11
Summary
Exide Technologies is the Indias largest producer of automotive lead-acid batteries for
automotive and industrial applications. Exide industries provide a comprehensive range of
stored electrical energy products and services for industrial and transportation applications.
The project was carried out for study and analysis the dealers network and consumers
perception about Exide batteries in Pune.
It was done mainly to know the satisfaction level of the dealers against the different
services provided by the company and also to know the consumers satisfaction against
the product and services provided by the dealers.
For over 85 years, Exide Industries Limited has pioneered battery technology in India. It is the
only company in the country to design and manufacture batteries from 2.5 AH - 20600 AH in
conventional flooded and VRLA design.
Exide is only company which manufactures submarine battery in Asia. Exide has
responded to defense needs with our indigenous batteries for the Indian Navys German
design HDV submarines.
Automobile manufacturers are among the largest companies in the world. These corporations are
often multinational, meaning they have subsidiaries and manufacturing plants in many different
countries. These companies often share parts, use parts made in foreign factories, or assemble
entire cars in foreign countries. The three major automobile manufacturers in the United States
General Motors Corporation, Ford Motor Company, and Chrysler, formerly DaimlerChrysler AG
provide much of the industry's total direct employment in the United States, but increasingly
foreign automakers, such as Toyota Motor Corporation and Nissan Motor Co., Ltd., are building
automobile assembly plants in the United States.
In 2008, more than 70 million motor vehicles, including cars and commercial vehicles were
produced worldwide. In 2007, a total of 71.9 million new automobiles were sold worldwide: 22.9
million in Europe, 21.4 million in Asia-Pacific, 19.4 million in USA and Canada, 4.4 million in
Latin America, 2.4 million in the Middle East and 1.4 million in Africa.
The Indian automotive component industry is dominated by around 500 players which account
for more than 85% of the production. The turnover of this industry has been growing at a
mammoth 28.05% per annum from 2002-03 onwards as illustrated in Fig. which clarifies its
emergence as one of India's fastest growing manufacturing sectors.
The global battery market is estimated at around US $11bn and is highly consolidated, with the
Top-3 players constituting about 55% of the market Johnson Controls (30%), Exide Tech
(14%) and GS Yuasa (11%).The Company has a market share of 72% in case of Automotive
OEM and 70% in case of Organized Retail. The Company also manufactures submarine batteries
Exide Haldia had a rich haul at the CII awards ceremony in Kolkata for 08-09 winning five
awards in different categories. Companys Plant at Shamnagar, West Bengal is an ISO-9001 &
ISO-14001 Certified by TUV-NORD, Germany.
70% dealers say that company is surviving in market because of Quality Product.
Bibliography
Bibliography:-
http://www.exide.com/history.html
http://www.exideindustries.com/eil/company/company.htm
http://en.wikipedia.org/wiki/Exide_Industries
www.exidereachout.com.
www.exide4u.com.
Marketing management (Pearson education), creating value, satisfaction and
loyalty and analyzing consumer markets.
Service marketing (S.M.Jha) Himalaya Publishing House the foundation of
services marketing.
Mathematics and statistics (business) Everest Publishing House population and
sample
Books
1. Philip Kotler
Marketing Management
Principles of Marketing
3. R.C. Kothari
Research Methodology
4. Station, J. William
Introduction to Marketing
Magazines
1.
2.
Newspapers
1.
2.
Web Site
1.
2.
3.
4.
http://www.pepsizone.com
http://www.com/currentcompany_info/iondex.html
http://www.pepsi.com/current/diet_pepsi/product.html
http://www.pepsizone.yahoo.com
Annexure
Que1. For what purpose you are using the Exide battery?
a) 2-wheeler
d) Other purpose
Que2.
b) 3-wheeler
c) 4-wheeler
In total, how long have you been a customer of Exide industries ltd.?
a) Less than one year
Que3. How would you rate your level of satisfaction with Company in regards to price& value?
a) Excellent
d) Fair
b) Very Good
c) Good
e) Poor
b) Good
c) Excellent
d) Superb
Que5. Exide`s product have to improve on quality?
a) Strongly agree
b) Agree
d) Disagree
e) strongly disagree
Que6. How would you rate the services of Exide Industries Ltd.
a) Excellent
d) Fair
b) Very Good
c) Good
e) Poor
Que7. How would you rate your level of overall satisfaction with Company
a) Excellent
b) Very Good
c) Good
d) Fair
e) Poor
b) Sales representative
c) Colleague/friend
d) Other
b) Agree
d) Disagree
e) strongly disagree
Que10. How likely are you to recommend Exide Industries Ltd. to a friend or relative? Would you
say the chances are ?
a) Excellent
d) Fair
b) Very Good
c) Good
e) Poor
b) Probably
e) Definitely not
c) Be unsure
b) Agree
d) Disagree
e) strongly disagree
b) Agree
d) Disagree
e) strongly disagree
Que14. Please list the top three reasons you initially became a customer of Company in
order of importance ?(Open ended question)
Que15. Is there anything specifically that Company could have done differently to keep you?
(Open-ended comments)
Que2. How would you rate the overall quality of your relationship with company, considering all of
your experiences with them? Would you say it is?
a) Excellent
d) Fair
b) Very Good
c) Good
e) Poor
Que3. How would you rate your level of satisfaction with Company in regards to customer service?
a) Excellent
b) Very Good
d) Fair
e) Poor
c) Good
b) Good
c) Fair
d) Poor
Que5. Do you think the delivery time is too much for product?
b) Strongly agree
b) Agree
d) Disagree
e) strongly disagree
b) Agree
d) Disagree
e) strongly disagree
b) Agree
d) Disagree
e) strongly disagree
b) Price of product
d) Brand name
e) Customer satisfaction
c) No competitor
b) Agree
d) Disagree
e) strongly disagree
b) Agree
d) Disagree
e) strongly disagree
b) Agree
d) Disagree
e) strongly disagree
b) Probably
e) Definitely not
c) Be unsure
Que13. Why do you say that? What specifically are you satisfied or dissatisfied with Company?
Enter response below (open-ended response)
Que14. Is there anything specifically that Company could have done differently to keep your
business? (Open-ended response)
.
.
.