SESSION

2018-19

POST GRADUATION DIPLOMA IN MANAGEMENT (P.G.D.M)

Project on

“Customer relationship management”

Guided by: Submitted by:

Mr. AKHILESH SHARMA ANISH SHARMA
 Preface

Since the last few decades due to fast industrial development & high competitiveness in the market, the field of
marketing has been playing a huge role. And unlike other functions, marketing is not limited to a particular job,
but encompasses many roles, including logistics, sales, documentation etc. “JINDAL STEEL AND POWER
LIMITED” is a transnational steel magnate, catering to the needs of the international market with efficiency
and global standards.

This project has given an ample opportunity to explore various area of marketing co-ordination which increases
our understanding of the concept studies.
 ACKNOWLEDGEMENT
It was a great opportunity to do this project for “JINDAL STEEL AND POWER” Marketing department of
RAIGARH. The basic objective is how product is marketed at JSPL. To know the current market of JSPL and
its competitors it’s was important to know the current opinion of the end user about the quality of the product
and uses keeping the above objective in the mind every effort was made to reach to the factual position at the
ground level and was tried hard to figure out the constants. The primary data collected thereby was of quality
and has throw up some reveling facts. Detailed analysis of the raw data depicted the trend prevailing in the
market about its market share and other segment of the marketing which are of increasing value. In this era of
brand consciousness it should also try to provide effective discount rate and different program to attract more
customer as well as retain in the present customer other vital things are maintaining good customer relationship
by promotional schemes raising the credit limit that is being offered to most of the company. In facts the brand
of the group is known for high degree of trust loyalty worth price and dependability JSPL are knows by their
brand and their endeavor is fro carving a niche in whatever business they are in JSPL have maintained high
standard is addressing customer grievances and I’m sure that the outcome of this stand will be taken in the right
prospective and hope it will act as a tool for improving the quality of product and services.

Bearing in mind previous I am using this opportunity to express my deepest gratitude and special thanks to the
G.D.M of marketing co-ordination of “JINDAL STEEL AND POWER” who in spite of being extraordinarily
busy with her duties, took time out to hear, guide and keep me on the correct path and allowing me to carry out
my project at their esteemed organization and extending during the training.

I express my deepest thanks to Mr. Sunil Bhatia, [Deputy General Manager] for taking part in useful
decision & giving necessary advices and guidance and arranged all facilities to make life easier. I choose this
moment to acknowledge his contribution gratefully.

I perceive as this opportunity as a big milestone in my career development. I will strive to use gained skills and
knowledge in the best possible way, and I will continue to work on their improvement, in order to attain desired
career objectives. Hope to continue cooperation with all of you in the future,

It is my radiant sentiment to place on record my best regards, deepest sense of gratitude to Mr. AKHILESH
SHARMA [Assistant General Manager] , Mr. RAMBHATLA SREENIVAS, [Assistant General
Manager], Mr. RAVISH CHOUHATHA, [Assistant Manager] of Marketing Co-Ordination their careful
and precious guidance which were extremely valuable for my study both theoretically and practically.

Yours Sincerely,

ANISH SHARMA
 CONTENTS

S. no. Particular Page number

1 Executive summary 1

2 Company owner 2,3

3 Company profile 3,4,

4 Our philosophy 5, 6

5 Types of product marketing 6

6 Rail 6, 7

7 Parallel flange beam and column 8, 9

8 Plate and coil 9, 10

9 Angle and channel 11, 12

10 Wire rods 12, 13

11 Semi finished product 13, 14

12 Sponge iron 14

13 Blast furnace 15

14 JSPL product 16

15 Working unit in JSPL RAIGARH 17

16 Award and recognition 17,18

17 Flow chart 19 to 25

18 Customer relationship management 27 to 31

19 Major strengths/Weakness 32, 33

20 SMART Analysis 34
21 Conclusion 35
 EXECUTIVE SUMMARY
Growth has been a way of life for the OP JINDAL Group and its motto all along has been 'growth with a social
conscience.' At the heart of the group strategy is its commitment to sustainable development and it aspires to be
a benchmark in this area for players in the industry the world over. The group's strength lies in dynamic and
aggressive approach of its leaders: the four sons of Shree O.P. JINDAL. Their appetite for growth is enormous
and is defined by a clear vision, which is to be recognized as the best. Under their leadership their companies
have grown by leaps and bounds.It has not only diversified into power generation but also into petroleum,
infrastructure, diamond and high value metals and mineral exploration. Presently the group has manufacturing
bases across India, the US, the UK and Indonesia, mining concessions in Chile, Indonesia and Mozambique and
marketing representative offices across the globe.

OM PRAKESH JINDAL

He Established A Successful Business Enterprise JINDAL STEEL AND POWRER Under The Flagship Of
The JINDAL Of Which He Was The Chairman In November 2004, JINDAL Was Awarded The Prestigious
“Life Time Achievement” Award For His Outstanding Contribution To The INDIA Steel Industry By The
Bengal Chamber Of Commerce And Industry. According To FORBES List He Was Ranked 13thAmongst the
Richest Indian and Placed 548thamongst The Richest Person Of The World.
Mr. NAVEEN JINDAL is the chairman and Managing Director of JINDAL STEEL &POWER LIMETED
(JSPL) which is one of the most efficiently managed steel companies in the world. The companies is a part of
the about US$ 15 Billion O.P JINDAL Group. The company has the world’s largest coal based sponge iron
capacity and has established a Rail & Universal Beam mill, which is manufacturing the world’s longest 121
meter and parallel flange beams & columns in large size for the first time in India.
 COMPANYPROFILE

With its timeless business philosophy JSPL is primed to not merely survive but win in a marketplace marked by
frenetic change. Indeed, the company’s scorching success story has been scripted essentially by its resolve to
innovate, set new standards, enhance capabilities, and enrich lives and to ensure that it stays true to its haloed
value system. Not surprisingly, the company is very much a future corporation, poised to become the most
preferred steel manufacturer in the country.

JSPL is an industrial powerhouse with a dominant presence in steel, power, mining and infrastructure sectors.
Part of the US $ 22 billion OP JINDAL GROUP, the Company is continuously scaling its capacity utilizations
and efficiencies to capture opportunities for Building a Nation of Our Dreams.

Led by Mr. NAVEEN JINDAL, the youngest son of the legendary Shree O.P. JINDAL, the company produces
economical and efficient steel and power through backward and forward integration. JSPL’s business operations
span across the states of CHHATTISGARH, ODISHA and Jharkhand in India, where it operates some of
India’s most advanced steel manufacturing and power generation capacities of global scale. JSPL has created
cutting-edge capacities to produce upto 9.95 Million Ton Per Annum (MTPA) Iron through a judicious mix of
Direct Reduced Iron (DRI), Blast Furnace and Hot Briquetted Iron (HBI) Routes catering to its 11.6 MTPA*
Liquid Steelmaking capacities across three locations in India and abroad.

The company has a well-spread out installed finished steel capacity of 6.55 MTPA prudently spread over Bar
Mills, Plate Mills, Rail and Universal Beam Mill (RUBM), Medium & Light Structural Mill (MLSM), and Wire
Rod Mill. JSPL’s captive iron ore mines at TENSA, ODISHA have a production capacity of 3.11 MTPA. The
company owns and operates combined power generation capacities of 5034 MW including the 3400 MW O.P.
JINDAL Super Thermal Power complex at TAMNAR, CHHATTISGARH.

Alongside contributing to India's growth story the company is driving an ambitious global expansion plan with
its sights set on emerging as a leading transnational business group. The company continues to capitalize on
opportunities in high growth markets, expanding its core areas and diversifying into new businesses.

JSPL’s global operations include a 2 MTPA integrated steel complex at Sonar, Oman and 6.6 MTPA coal-
mining operations spread across South Africa, Mozambique and Australia. The company’s export portfolio is
growing by the day with an existing export footprint in 22 countries.

From the widest flat products to a whole range of long products, JSPL has a unique product portfolio that caters
to markets across the steel value chain. JSPL has pioneered production of Hot Rolled Parallel Flange Beams and
Columns in the country. The company also introduced world’s longest 121-metre long rails in the country and is
the first to manufacture Head Hardened Rails for high-speed trains and metros in India.

The company’s plate mill at ANGUL is capable of producing 5-meter-wide plates – the widest in the world.
JSPL manufactures high strength JINDAL Panther TMT Rebar’s equipped to withstand shock loading and
cyclic loading condition making them an ideal choice for buildings in high seismic zones. In addition, JSPL also
manufactures customized steel products like Weld Mesh and Cut & Bend Rebar’s aimed to speed up the
construction process.

It has won several awards for its innovative business and social practices. JSPL has been rated as the second
highest value creator in the world by the Boston Consulting Group, the 11th fastest growing company in India
by Business World and has figured in the Forbes Asia list of FAB 50 companies.

It has also been named among the Best Blue Chip companies and rated as the Highest Wealth Creator by the
DALAL Street Journal. Dun & Bradstreet has ranked it 4th in its list of companies that generated the highest
total income in the iron and steel sector.

The company endeavors to strengthen India's industrial base by aiding infrastructural development, through
sustainable development approaches and inclusive growth. It deploys its resources to improve infrastructure,
education, health, water, sanitation, environment and so on in the areas it operates in.

* For JSPL ANGUL Plant the current Consent to Operate is 4.5 MTPA, which can be augmented to 6 MTPA at
later Stage.

OURPHILOSOPHY
Our Vision
To be a globally admired organization that enhances the quality of life of all stakeholders through sustainable
industrial and business development.

Our Mission
 We aspire to achieve business excellence through:
 The spirit of entrepreneurship and innovation
 Optimum Utilizations of resources
 Sustainable environment friendly procedures and practices
 The highest ethics and standards
 Hiring, developing and retaining the best people
 Maximizing returns to stakeholders
 Positive impact on the communities we touch

OurCoreValues
 Passion for People
 Ownership
 Sustainable Development
 Sense of Belonging
 Integrity
 Business Excellence
 Loyalty

TYPESOFPRODUCTSMARKETED
 1. RAIL
2. PARALLEL FLANGE BEAM AND COLUMN
3. PLATE & COIL
4. ANGLE AND CHANNEL
5. WIRE RODS
6. SEMI-FINISHED PRODUCTS
7. SPONGE IRON
8. PIG IRON

RAIL

Keeping in view the importance of significantly growing rail sector in India and the nearby markets, JSPL has
pioneered manufacturing of 121 meter as rolled long track rails and a facility to factory weld these rails in
welded lengths of up to 484 meters with only 3 welds. These long track rails are a testimony to JSPL's
manufacturing capabilities where continuous innovation is a practice rather than an exception.

JSPL manufactures rails with cutting edge equipment’s and accumulated world class technology to produce
uniform high quality long rails for mixed traffic, Metros, High Speed and Heavy Haul Applications. High
Quality JSPL Rails reflect the superior manufacturing process and quality control systems that we have
developed over the years. Our quality is controlled by rigorous quality checks such as HYDRIS, UT, Eddy
current and other online automatic systems.

PRODUCT
PRODUCTDIMENSIONDIMENSIONS
TRACK RAIL:
UIC 54, UIC 60, 60E1, 60E2, IRS 52 sections

CRANE RAIL:
CR 80, CR 100 sections

STEEL GRADES
STEELGRADE
TRACK RAIL:
 IRS T-12-2009: Grade 880, Grade 1080HH Class A, Class B, IU
 UIC 860 (0): Grade 900A, 900 B, others as per prior agreement
 EN 13674-1: R 200, R 220, R 260, R350HT
LENGTH OF RAIL /PANNEL
13*20M=260M

26*10M=260M

65*4M =260M

95*3M =285M

120*2M=240M

PARALLELFLANGEBEAMANDCOLUMN
Parallel flange beam and column
JSPL has pioneered the production of medium and heavy hot rolled parallel flange beams and column sections
in India. These sections are cost-effective through savings in steel consumption and provide ultimate design
flexibility to the structural designers. The company has collaborated with JFE Engineering Corporation, Japan
(formerly known as NKK Corporation), to introduce this innovative product in India. It leads technical
innovation and advancement by offering H beams that are unmatched in quality, performance and cost
effectiveness.

PRODUCTSPECIFICATION

PARALLE FLANGE BEAM:

 UB 203 mm x 133 mm to 610 mm x 229 mm

 NPB/IPE 180 mm x 90 mm to 600 mm x 220 mm
 WPB/HE 600 mm x 300 mm to 900 mm x 300 mm
Column
 UC 152 mm x 152 mm to UC 356 mm x 368 mm
LENGTH
 Up to 18 meter
 Supply in specific lengths up to 18 meter

PLATE&COIL

PLATE & COIL

JSPL is equipped with India's first state-of-the-art plate mill that started producing plates and coils of 5 meter
and 3 meter width respectively, for the first time in the private sector.
The plate-cum-coil mill ( stickle mill) of1 MTPA capacity located at RAIGARH, CHHATTISGARH
produces plates ranging from 8 mm to 120 mm in thickness in widths of 1500 mm to 3500 mm and coils in
thickness range of 8 mm to 25 mm in widths of 1500 mm to 2500 mm.

The mill is equipped with walking beam type of reheating furnace where slabs are re-heated at a temperature of
1250 degree Celsius and rolled in a mill with a 2 hi-reversing type roughing stand and a 4 hi-reversing type
finishing stand. To ensure excellent surface quality, high pressure de-scalars are provided at the entry and exit
points.
 An auto level 2 widths and thickness controlling system coupled with heavy leveler assures close dimensional
tolerances and an increased level of flatness control. Right from the slab charging and plate production to the
conclusive stage, fully equipped inspection facilities are in place

Important features of JSPL Plate & Coil Mill testing facilities:

 Fully equipped sample preparation workshop

 COMPUTERISED tensile testing machine
 Digitalized hardness tester
 EN and ASTM impact testing machines
 100 T- bending-cum-folding machine

PRODUCTSPECIFICATION
DISCRETE PLATE
 Width 1500 mm - 4900 mm
 Width 1500 mm - 2500 mm
 Thickness 5 mm - 150 mm
 Thickness 5mm – 25 mm
 Maximum length : 24 m
 Maximum coil weight : 25 MT
 Maximum plate weight : 30 Tons
 Width 1500 mm to 2500 mm
Thickness 5mm – 25 mm
 Maximum coil weight : 25 MT

ANGLEANDCHANNEL
 CHANNEL ANGLE

Continuing its Endeavour to provide a complete product basket and an enhanced structural section range to its
customers, the company has commissioned a state-of-the-art 0.6 MTPA capacity medium and light structural
mill (MLSM) at RAIGARH, CHHATTISGARH. This continuous mill is a first-of-its-kind in India, equipped
with advanced rolling mill technology and equipment from DANIELI, ITALY. These sections are used in
infrastructure, industrial construction and light construction segments such as power plants, transmission line
towers / telecom line towers, fabrication, bus / truck bodies, electrical towers (SEBs / railways), industrial
sheds, commercial and individual houses, portable houses and so on

Advanced features of MLSM:

 Walking beam type reheating furnace of 200 tones / hour capacity (Make: ITALIAMPIANTI TENOVA)
 5-stand continuous roughing mill with 2 vertical stands and 3 horizontal stands
 10-stand continuous intermediate and finishing mill with 7 universal stands in intermediate train and 3
horizontal stands in finishing train
 90 meter long cooling bed
 Straightening machine
 2 cold saws for cutting into customized length
 Automated stacking, bundling and marking / labeling
 Sizes
ISA angles (in sizes 50, 65, 75, 90, 100, 110, 120, 130, 150, 200 & 250 mm in various sectional weights)
ISMC channels (in size 75 mm to 400 mm)

WIRE RODS

In line with the company’s philosophy to expand its product range to offer a complete product basket to the
customer, JSPL now also offers wire rods in 5.2 mm to 22 mm diameters from its first unit at the proposed 6
MTPA capacity integrated steel plant at PATRATU, JHARKHAND.

The 0.6 MTPA capacity wire rod mill at PATRATU is equipped with latest technology from Morgan
Construction Company, USA (now known as Siemens). This mill is operational with advanced rolling
equipment such as reducing and sizing mill (RSM), high speed shear, pinch rolls and laying heads along with
controlled temperature rolling and controlled cooling to meet the processing requirements of various grades of
carbon and alloy steel. This results in improved mechanical properties due to finer and more uniform grain size
suitable for rapid spheroid zed annealing or high-yield strength with optimal scale weight and type.

The wire rods come with the promise of high quality and dimensional precision. The latest technology that
comes with Morgan mill assures high degree of thermo mechanical properties along with unparalleled
dimensional accuracy, providing consistency of mechanical properties within a coil and from coil to coil.
Therefore, the wire rods are the material of choice among wire drawers across the country.

Applications
JSPL wire rods are suitable for a wide range of applications such as : -

 Fasteners, bolts, rivets, screws

 General purpose wires
 Electrode wires, industrial wires, agriculture wires
 Bush wires, chain rivet wires
 Detonator wire

SEMI-FINISHED PRODUCTS

The company’s steel making facility at RAIGARH, Chhattisgarh has a capacity to produce 3 MTPA of crude
steel and a similar quantity of semi finished steel which is primarily used for captive use at its 0.75 MTPA
capacity rail and universal beam mill (RUBM), 1 MTPA capacity plate and coil mill and 0.6 MTPA capacity
medium and light structural mill (MLSM).

Currently, the RAIGARH unit is also catering to the 0.6 MTPA of wire rods and rebar’s capacity
commissioned at its PATRATU unit in JHARKHAND.

Semi-finished steel production (casting) facilities:

 2 units 4 strand bloom-cum-beam, blank-cum-round caster (1 MTPA capacity)- These are one-of-its-
kind in India and can cast beam blanks in size 480 x 420 x 120 mm, 355 x 280 x 90 mm for rolling of
structural sections, blooms in sizes 285 x 390 mm, 280 x 320 mm or 250 x 250 mm for rolling of
structural sections and rails and rounds in 140, 160, 200, 220, 255, 280, 305, 320 and 350 mm diameter
for production of seamless pipes.
 Billets : 130 mm, 150 mm, 165 mm, 200 mm, 250 mm squares
 Length : up to 13 meter long
 Blooms : 285 mm x 390 mm and 280 mm x 320 mm rectangle
 Beam blanks : 480 x 420 x 120 mm, 355 x 280 x 90mm
 Rounds : 140 mm, 160 mm, 180mm, 200 mm, 220 mm, , 280 mm, 305 mm, 320 mm, 350 mm, diameter
 Slabs : width – 1500 mm - 2600 mm
  Thickness : 215 mm, 250 mm and 280 mm
 Length : : 3 - 8 meter
 Semi-finished products from the company can be delivered in a wide range of carbon steel and alloy
steel grades with ultra low gas and sculpture contents. They come and assured with high internal
soundness and dimensional uniformity.

SPONGE IRON

The company has the world's largest coal-based sponge iron manufacturing facility at RAIGARH,
CHHATTISGARH and stands out as the market leader in coal-based sponge iron industry within India.
Efficient backward integration has rendered it as the only sponge iron manufacturer in the country, with its own
captive raw material resources and power generation capacity helping the company to monitor both price and
quality of its products.
Commissioned in 1991, the RAIGARH plant has a manufacturing capacity of 1.37 MTPA and metallic iron
content of more than 81%. The plant uses direct reduced iron (DRI) process method of production and utilizes
ten indigenously developed rotary kilns (6 kilns of 300 t per day and 4 kilns of 500 t per day).

BLAST FURNACE
The purpose of blast furnace is to chemically reduce and physically convert iron oxide into liquid iron called
“Hot Metal” The blast furnace is a huge, steel stack lined with refractory brick where iron ore, coke and
limestone are charged into the top and preheated air is blown into the bottom. The raw materials require 6 to 8
hours to descend to the bottom of the furnace where they become the final product of liquid slag and liquid iron.
These liquid products are drained from the furnace at regular intervals. The hot air that was blown into the
bottom of the surface ascends to the top in 6 to 8 seconds after going through numerous chemical reactions.
Once the blast furnace is started it continuously runs for four to ten years with only short stops to perform
planned

JSPL
Finished Goods Semi-Finished

1. Beam 
 1. Beam Blank

2. Channel 2. Bloom
3. Column 3. Billet
4. Rail 4. Round
5. Wire Rode 5. Slab
6. Plate 6. Sponge Iron
7. Coil
8. TMT
9. Angle
10. Silicon manganese
Working Units in JSPL, RAIGARH (CHHATTISGARH)
 Rail&universal beam mill (RUBM) (0.75 million TPA)
 Plate-cum-coil Mill (1.0 million TPA)
 Submerged arc furnace (SAF) (0.03 million TPA)
 Oxygen plant 37683 Nm3/hr
 Lime and dolomite calcinations plant (0.4165 million TPA)
 1.25 million TPA and 0.65 million TPA Blast Furnace
 2.0 million TPA and 1.25 million TPA steel melting shop
 2 vacuum degassing units
 RH degassing unit
 1 No. single strand slab caster
 1 No. of 6-strand billet-cum-round caster and 1 No. 6 strand billet caster
 2 Nos. of 4-strand combo –caster
 DRI Plant - 4 nos. of 500 TPD (0.72 million TPA) and6 nos. of 300 TPD (0.6 million TPA)rotary kilns.

Awards and recognitions of JSPL

JSPL has consistent record of achievements. Some of the laurels conferred on the company are listed below,

 ASIA PACIFIC HRM CONGRESS AWARD – 2011

 DUN & BRADSTREET –ROLTA CORPORATE AWARD – 2011
 CII NATIONAL HR EXCELLENCE AWARD – 2011
 SRISHTI GREEN CUBE AWARD – 2010
 NATIONAL CONSERVATION AWARD – 2009
 GREENTECH SAFETY AWARD – 2009
 GREENTECH ENVIRONMENT EXCELLENCE AWARD – 2008
 GOLDEN PEACOCK NATIONAL ENVIRONMENTAL MANAGEMENT AWARD 2008
 CII CHHATTISGARH HR EXCELLENCE AWARD FOR 2004
 FIRST PRIZE IN INTEGRATED STEEL PLANT SECTOR IN NATIONAL ENERGY
CONSERVATION AWARD - 2003 SPONSORED BY MINISTRY OF POWER, GOVT. OF INDIA.
 SECOND PRIZE OF NATIONAL ENERGY CONSERVATION AWARD - 2003 (INTEGRATED
STEEL PLANT SECTOR)
 ASIA PACIFIC HR EXCELLENCE AWARD 2003, FIRST PRIZE IN “ORGANIZATION WITH
INNOVATIVE HR PRACTICES”.
 FIRST PRIZE FOR SECONDARY STEEL PLANT / ALLOY PLANT IN THE IIM QUALITY AWARD
2002-03 SPONSORED BY INDIAN INSTITUTE OF METALS.
 FIRST PRIZE OF GOLDEN PEACOCK NATIONAL ENVIRONMENTAL
 BY CONSTRUCTION WORLD
 FORBES ASIA’S “FABULOUS 50” INTERNATIONAL AWARD
 MOST PROMISING ENTRANT INTO THE BIG LEAGUE
 FICCI ANNUAL AWARD
COMPETITORS IN MARKET
1. JSW
2. RINL
3. SJK
4. TATA STEEL
5. ESSAR
6. STEEL AUTHORITY OF INDIA (SAIL)
7. JINDAL STEEL & POWER LIMITED
8. BHUSHAN STEEL & POWER LIMITED
9. VISA STEEL
10. MAHINDRA STEEL
FLOW CHART FOR ORDER EXECUTIVE PROCESS – JSPL RAIGARH
ENQUIRE

QUOTATION TO CUSTOMER

PR (PURCHASE REQUISATION )

PO (PURCHASE ORDR)

SO (SALES ORDER)

SALES ORDER GENERATED

PPC (PRODUCTION PLANNING CONTROL)

DISPATCH PLAN

LOGISTICS

DO (DELIVERY OUTBACK)

VEHICLE (WEIGHT)

VEHICLE ALLOCATED IN PLANT FOR LOCATION

LOAD VEHICLE CHECK(WEIGHT BRIDGE)

PGI (POST GOOD ISSUE)

INVOICING SECTION (BILLING)

GATE OUT
SALES ENQUIRE
Name Company

Address

phone Number

Mobile number

Email ID

Product interested

Rail

Angle and channel

Parallel flange beam and columns

Plate and coil

Wire rods

Semi finished product

Construction solution business

Enquiry/comments
Entry text and show above*

SUBMIT

Quotation of customer
Dashboard > New quotation

New quotation> Company Name

Please enter company name

View quotation >

Revision requests > company address

Please enter company address

Approved Quotation >

Product list >

Instrument master Email Address

Please enter company Email address

New quote >

View quotes >

Product list > # Brand Product name product code/size

Add a row
Purchase Requisition

The Purchase Requisition Form in the procurement process plays an important role. It is a means whereby an
employee of a company can request materials or equipment. ... The purchase requisition is a formal way of
issuing notice that material is required.

Purchase Requisition from

Department/Program

Reason:

Delivery date

Item Description Quantity Unit price Add item

Tax:

Transport:

Submit

Purchase order
Purchasing is the formal process of buying goods and services. The purchasing process can vary from one
organization to another, but there are some common key elements. ... Purchase orders (PO) can be of various
types, including: standard - a onetime buy. Planned - an agreement on a specific item at an approximate date.

Sales order
A sales order (SO) is an internal document generated by the seller, indicating that the customer is now ready to
purchase products and services. It is a confirmation document that authorizes sale of listed items for the given
amount. The document gives a clear understanding about what the customer has decided to buy. SO is often
considered a legal contract that makes it mandatory for the seller to sell products at the agreed upon price. The
seller generates SO when the sales quote sent to the customer is approved.
PRODUCTION PLANNING CONTROL
Production planning and control (or PPC) is defined as a work process which seeks to allocate human
resources, raw materials, and equipment/machines in a way that optimizes efficiency. ... To compete, mid-sized
companies must optimize their production processes.

DISPATCH PLAN
Dispatch is a procedure for assigning employees (workers) or vehicles to customers. ... Telephone operators
take calls from clients, then either enter the client's information into a computer or write it down and give it to
a dispatcher.

LOGISTICS
Logistics management is the part of supply chain management that plans, implements, and controls the
efficient, effective forward, and reverses flow and storage of goods, services, and related information between
the point of origin and the point of consumption in order to meet customer's requirement.

DO (DELIVERY ORDER)
The outbound delivery order is a document containing all the data required for triggering and monitoring the
complete outbound delivery process. This process starts with the first planning activities for the
outbound delivery and continues until the finished goods have been loaded and sent.

PGI (POST GOOD ISSUE)

PGI (post goods issue) is nothing but confirmation of delivered quantity. PGI-Post goods issue is the last step
of. Delivery / shipment processing, it’s the step where the ownership of the goods transfer to the customer and
the. Stock is updated.

Invoices section
The main department that processes invoices known as accounts payable department. The process involving a
supplier invoice is also known as purchase-to-pay.

Gate out
After payment of the product which are loaded in vehicle that vehicle can go to the location to send the goods to
the customer.

OBJECTIVE OF THE PROJECT

In JINDAL STEEL PLANT there is various section of marketing department. Since I have chosen
“customer’s relationship” my main objectives are:-

1. Improve customer satisfaction

2. Improve the efficiency of the business
3. Expend your customer base
4. Enhance your sales and support teams
5. JSPL pricing strategy
6. To know the use of JSPL product

SOURCES OF DATA COLLECTION:

COLLECTION OF DATA

*Primary Data

1. Data collected from Database of the company

2. References

* Secondary Data:

1. Discussions with managers


2. Referring newspaper, journals and magazines

3. Information collected from Internet

INTRODUCTION

DEFINATION
Customer relationship management (CRM) is a strategy for managing all your company’s relationship and
interactions with your customer and potential customer. It helps you improve your profitability

More commonly when people talk about CRM they are usually referring to a CRM system a tool which helps
with contact management, workflow processes, productivity and more.

Customer relationship management (CRM) is a strategy for managing all your company’s relationship and
interaction with your customer pot.

Objectives
JSPL at its core is very much a social enterprise – its business and processes are
designed server the social cause of building the nation of our dreams. Sustainable
business practices are therefore very important for us. In the past few year, we have
been working towards developing robust system which helped us adopt the
proactive approach to making business sustainable socially relevant

The Basic steps are:

1. Attracting present and new customers

2. Acquiring new customer
3. Service to customer
4. Finally retaining the customers
Advantages of using CRM

 It helps manage all of your customer data in one place and allows workers to be more productive and
efficient by tracking customer history and adding reminders for the sales calls and meetings.
 It helps to manage your growing database and speeds up the growth process.
 It helps in centralize data. The process becomes automated such as sending auto emails and SMS to
customers.
 It builds long-lasting relationships with customers, through small but meaningful functions, such as
sending them birthday wishes.

OTIF (on time and in full delivery)

DIFOT (delivery in full, on time) or OTIF (on-time and in-full [delivery]) is a measurement of logistics or
delivery performance within a supply chain. Usually expressed as a percentage, it measures whether the supply
chain was able to deliver:

 The expected product (reference and quality)

 In the quantity ordered by the customer
 At the place agreed by the customer
 At the time expected by the customer (in many cases, with a tolerance defined in conjunction with the
customer).

Key to improve

 Go real-time
 Measure what you want to improve and get all key stakeholders involved.
 Set the right inventory and safety stock targets
 Monitor for sustaining performance. Be proactive with OTIF and quickly understand when there are
disruption

Improveyourcustomersatisfaction
 Treat every customer as if they were a VIP
Keep measuring customer satisfaction

 Keep an eye on what customers say about you on social media

Improve Business Efficient

 Automate whatever tasks you can

 Encourage your employees to chat face-to-face

 Limit interruptions

 Hold a daily, 10-minute company meeting

 Single-task” to get more done

 Promote a culture of open communicatio

 Encourage your employees to chat face-to-face

 Limit interruptions

 Hold a daily, 10-minute company meeting

 Single-task” to get more done

 Promote a culture of open communication

Expend your customer base

 Increase your customer base by asking for opinions

 Keep up and maintain excellent customer support and service

 Promote your business on social media networks

 Offer a free newsletter

ASPECT OF CRM
BIGPICTUREASPECT
 Time table for each action
 Regular reviews of each action
 Resources assigned to each action

SMALLPICTUREASPECT
 Motivation user to use the system
 Information communication at a certain level
 Maintaining the superior and subordinate relation

MAJOR STRENGTHS/WEAKNESSES

SWOT Analysis of the Organization: -

Below are the Strengths, Weaknesses, and Opportunities& Threats (SWOT) Analysis of JINDAL STEEL AND
POWER:
1. Produces economical and efficient steel and power through backward and forward integration
2. Sports a product portfolio that caters to varied needs in the steel market
3. Operates the largest coal - based sponge iron plant in the world
4. Has force of innovation, adaptation of new technologies and the collective skills of its 15,000 strong,
committed workforce
5. Has an enterprising spirit and the ability to discern future trends
6. Has operations in Steel, iron, electricity generation and distribution

Weaknesses: -
1. Shortage of coking coal and is largely dependent upon its import
2. Weak performance on the back of the higher raw material cost and the power & fuel cost
Opportunities: -
1. Venture into new businesses by leveraging its core capabilities
2. Increase production capacity to meet the global steel demand
3. Diversify investments to distribute risk in business

Threats: -

1. Hike in the export duty on iron ore fines and lumps

2. Project implementation and raw material security

3. Issues related to land acquisition, raw material linkages and environmental clearances

SMART GOAL OF JSPL

S – SMART

M – MEASURABLE

A – ACHIEVABLE

R – REALISTIC

T – TIME PERIOD
CONCLUSION

Customer relationship management is based on customer because survive was made in the global market and
focused on the customer and the customer is becoming a key factor for the small and big companies. The
companies know that its cost is more to acquire a new customers than to get an existing customer for a making a
purchase.

Another aspect of survival of CRM is that knowing the customer better and also his/her preferences will allow
the companies to acquire new customers more easily and facilitates targets cross selling.

CRM is based on the basic marketing belief that an organization that knows its customer like an individual. The
organization’s components include the database warehouse that store all the company information of the
customer. For the collection of the customer database, they are using the customer service system, call centre, e-
commerce, web marketing, operation system than get the complete information of the customer and the sales
system.

In the portable sales communication, the CRM is appointment making of the service. In the practice, the CRM
system is the range from automated customer contacts system to the company wide pooling for the customer
information
THANKYOU