CHAPTER 1- INTRODUCTION

India is a country where CFL’S are the most used by middle class people, but its high
power consumption was the most negative part about it, there was when Havel’s came up
with its new product that is GREEN CFL.

According to the survey, the Indian market is estimated at 1.5 million CFL per month and
it’s growing about 10% per annum. The distribution of CFL is also well developed with over
1, 100,000 selling points for CFL. India has largest number of manufacturing plants located
across the country and producing world class CFL.

The company has expanded its product’s range from dominantly switch gears to air
coolers and water purifiers. Havel’s has launched a new range of GREEN CFL which is
also aimed at boosting the bottom lines.

The company pioneered the concept of exclusive brand showroom in the electrical
industry with HAVEL’S GALAXY. Today over 415 Havel’s Galaxies across the country are
helping customers, both domestic and commercial, to choose from a wide variety of
products for different applications.

In business since 1958, the company has products ranging from home and kitchen
appliances, lighting for domestic, commercial and industrial appliances, LED lighting, fans,
modular switches and wiring accessories, water heaters, industrial and domestic circuit
protection switchgears, industrial and domestic cables and wires, induction motors and
capacitors among others.

Havel’s India owns some brands like Lloyd, Crabtree, Standard electric, and Promptech.
The company has 23 branches/ representative offices with over 6,000 workers in over 50
countries.

1
Market capital of Havel’s is 15,000 crores (as of 6 November 2017). The shares of Havel’s
are listed in Bombay Stock Exchange in ‘A’ category and is included in S&P BSE 200 Group.
Promoters hold a 61% stake in the company followed by 23% FLLS. During 2014-2017, the
stock gave more than 300% return following its exceptional growth. Havel’s major peers
include Crompton Greaves and Orient Electric.

Havel’s along with its brands, have earned the distinction of being the preferred choice of
electrical products for discerning individuals and industrial consumers both in India and
abroad. Havel’s offers same quality products for both Indian and International markets. It is
committed to keep powering the world with its state-of-the-art innovations and energy-efficient
solutions. Currently over 90% of its product offerings are energy efficient and manufactured in-
house.
Social and environmental responsibility has been at the forefront of Havel’s Operating Philosophy
and as a result the company consistently contributes to socially responsible activities. For instance,
the company is providing mid-day meal in government schools in Altar district, covering more than
57000 students per day. The group company, QRG Healthcare runs a 140 bed hospital in Faridabad.
In the past, the company has generously contributed to the society during various national calamities
like the Kerala Flood, Bihar Flood, Tsunami and Kargil National Relief Fund, etc.

2
 CHAPTER 2- COMPANY PROFILE

(Havel’s India)

Figure # 1.1 Havel’s starting as a trading company – 1958

Profile
T h e c o m p a n y c a t e r i n g t o t h e n e e d s o f d o m e s t i c a n d i n d u s t r i a l market
has seven manufacturing units in India. Havel’s India Ltd, a billion-dollar-plus
organization, and one of the largest &India’s fastest growing electrical
and power distribution equipment company, manufacturing products ranging
from Building Circuit Protection, Industrial & Domestic Switchgear
Cables & Wires, Energy Meters, Fans, CFL Lamps, Luminaries
f o r D o m e s t i c , Commercial & Industrial application and Modular Switches. Havel’s
owns some of the prestigious global brands like Crabtree*, Sylvania, Concord,
Luminance, Claude, and Sylvania: Linotile, SLI Lighting & Zenith.
Havells reach stretches across 91 branch offices, over 2000 authoriz
e d d e a l e r s a n d thousands of approved retail outlets. The company has an enviable
clientele, not only in the domestic market, but also in international markets like UK,
Malaysia, Singapore, Bangladesh, Sri Lanka, Dubai, Africa, Iran and Iraq. The company is
currently exporting to over 50 countries globally. Havel’s is acknowledged as a manufacturer &
3
supplier of the widest range of quality low voltage electrical equipment. With a number of strategic
alliances in place, Havel’s is the only company that has shown phenomenal growth rate with
the help of various joint ventures, acquisitions, mergers and takeovers. Havel’s recently
acquired Frankfurt headquartered, SLI Sylvania for $ 300 mm. The company is a
leading global designer and provider of lighting systems for lamps and fixtures.
Sylvania is one of the most globally recognized brand for over a century in the
electrical industry with brands like Sylvania, Concord: marlin, Luminance, Marlin, Claude and
Linotile-Sylvania

Figure# 2.2 Havel’s Today “POWERING LIVES”

Vision:
"To be a globally recognized corporation that provides best electrical &lighting solutions, delivered
by best-in-class people."
Mission:
To achieve our vision through fairness, business ethics, global reach, tech
n o l o g i c a l expertise, building long term relationships with all our associates,
customers, partners, and employees.
Values:
Customer Delight: A commitment to surpassing our customer expectations Leadership by
example. A commitment to set standards in our business and transactions
4
b a s e d o n mutual trust. Integrity and Transparency: A commitment to be ethical, sincere and
opening our dealings. Pursuit of Excellence. A commitment to strive relentlessly, to constantly
improve ourselves, our teams, our services and products so as to become the best in class
Promoters
QRG Group is one of the fastest growing Electrical and Power
Distribution EquipmentC o m p a n y i n t h e c o u n t r y , m a n u f a c t u r i n g p r o d u c t
s r a n g i n g f r o m b u i l d i n g c i r c u i t protection, industrial & domestic switchgear, cables
& wires, energy meters, fans, CFLs, luminaries, bath fittings and modular switches. The group
comprises of 5 companies – 1) Havel’s India Ltd. (the flagship company)2) Standard Electricals
3) Crabtree India Ltd4) TTL5) Sylvania with 13 state of the art manufacturing plants, 24
branch offices and a strong backing of over 3000 professionals across India the group has
achieved rapid success in the past few years. The group has recorded a turnover of Rs. 963 crores in
the previous financial year and is poised for another quantum growth with projections suggesting a
50% increase over previous year. While the industry has been growing at a pace of 20% CAGR, QRG
Enterprises has been marching faster at a compounded annual growth rate of 35% in the past decade.

2.4) Board of Directors

1. Qimat Rai Gupta (Chairman and Managing Director)
2. Anil Gupta (Joint Managing Director)
3.Surjit Gupta (Director Operations)
4.Ameet Gupta (Director International Marketing)
5.Rajesh Gupta (Director

5
SOME MAJOR ACHIEVEMNETS OF THE COMPANY FROM
1958-2018

1958: Commenced trading operations in Delhi

1976: Set up the first manufacturing plant for Rewire Able Switches and Changeover Switches at Kirti Nagar,
Delhi.

1979: Set up a manufacturing plant for HBC Fuses at Badli, Delhi

1980: Started manufacturing high quality Energy Meters at Tilak Nagar, Delhi

1983: The Company was originally incorporated as Havel’s India Private Limited on 8th August under the
Companies Act 1956 promoted by S/Shri Qi mat Rai Gupta and Surjit Kumar Gupta. The Company also
entered into a Technical Collaboration with M/Christian Geyer GmbH & Co. Germany for the manufacture
of Miniature Circuit Breakers in India. Acquired Towers and Transformers Ltd. and turned it into profitably
manufacturing Energy Meters Company in 1 year

1987: Started manufacturing MCBs at Badli, Delhi in Joint Venture with, Germany.

1989: The Company undertook addition to its tool room

f a c i l i t i e s b y going in for manufacturing of sheet metal and molding tools in-house

1990: Set up a manufacturing plant at Sahibabad, UP for Changeover Switches

1991: The Company amalgamated with itself Aylmer

Havel’s Pvt. L t d . Which had facilities for manufacture of HRC fuses with an installed
capacity of 2 50 000 pcs

6
1992: The name was changed to Havel’s India
Limited vide c e r t i f i c a t e dated 31stMarchFor the manufacture of ELCBs the
Company signed another Technical Collaboration with M/s Scheele Industries in Germany.

1993: Set up another manufacturing plant at Faridabad, Haryana for Control Gear Products

1994: The Company successfully launched the

l a t e s t I E C d e s i g n contractor’s relays and motor starters for the first time in India which have
been well received in the market. The company has finalized tie-ups in UAE Oman Kuwait and Egypt for
marketing its vast range of products in these countries.

1996: Acquired a manufacturing plant at Altar, Rajasthan for Power Cables & Wires and entered into the
manufacture of low tension power cables. Entered into a Joint Venture with Electrum, UK for manufacturing
Dorman Smith MCCBs and Crabtree Modular Plate Switches. Scheele industry work in Germany who have
been our collaborators for ELCBs have entered into a new technical collaboration with the company for quality
up gradation for its products in the control gear division. The company decided to enter into the manufacture
of Three Phase Energy Meters for industrial applications. Havel’s group signed a Joint Venture Agreement
with Hanson Electrical a group company of the UK Pound 11 Billion Anglo-American conglomerate Hanson
Plc. one of the top ten Companies of UK.

1997: Acquired Electric Control & Switchboards at NOIDA, UP for manufacturing customized packaged
solutions. - Havel’s Dorman Smith Pvt. Ltd. U.K. JV company wherein Havel’s India Ltd is a 25% shareholder
with Electrum Ltd. UK with the introduction of state-of-the-art `DORMAN SMITH' brand Molded Case Circuit
Breakers in India. - Havel’s group has signed a new JV agreement with Ampy Automation Diglot Ltd. UK.
JV partners have tested the MCBs and have entered into an agreement with the Company to exclusively
market the MCBs in the worldwide markets

1998: Introduced high-end Ferraris Meters in Joint Venture with DZG, Germany. Cable division at Alwar is
now ISO-9001 certified. The 50:50 JV company "Havel’s Dorman Smith Ltd. in which Havel’s India Ltd. is a
25% shareholder had launched Molded Case Circuit Breakers last year in the Indian market. The Company

7
also launched "Crabtree" brand modular plate switches which is being perceived as the best available product
in the market

2000: Acquired controlling stake (60%) in Duke Arnics Electronics (P)Limited engaged in manufacturing of
Electronic Meters-Single-phase, Three Phase, Multi-Function, Tri Vectors. Havell's entered into a technical
collaboration with Geyer in 1998to manufacture miniature circuit-breakers. For MCBs the company has a
technical collaboration with Geyer AG of Germany with Schiele Industriewerke of Germany for RCC Bsand
with Peterriens Schalte chik Gmbh for changeover switches. Acquired controlling interest in an industry Major-
Standard Electricals Ltd.

2001: Acquired business of Havel’s Industries Ltd, MCCB of Crabtree India Limited and merged ECS
Limited in the company to consolidate its area of core competence. Awarded the highest revenue payer
award for the year 2000 in the organized sector category

2002: Standard Electrical Company becomes a 100% Subsidiary of the company. Attained the IEC
certification for Industrial switchgear and CSA certification for all manufacturing plants.

2004: Set up manufacturing plant at Baddi , HP for manufacturing of Domestic Switchgear. Set up a
manufacturing plant for manufacturing of CFL at existing manufacturing plant in Faridabad, Haryana Set up
a manufacturing plant for manufacturing of Ceiling Fans at Noida, UP. Set-up our own marketing office in
London through our wholly owned subsidiary company Havel’s U.K. Ltd. Attained the CE certificate for
CFL. Havel’s India Limited has sold out its entire shareholding of Standard Electricals Limited an un-listed
public limited company which was a 100% subsidiary of the Company. Consequently, with effect from such
transfer Standard Electricals Limited is no longer subsidiary of the Company.

2005: Set up manufacturing plant in Haridwar, Uttaranchal for manufacturing Fans. Awarded the KEMA
certification by The Dutch Council for Accreditation, making QRG the only group to attain this certification. Set
up of R&D Center in Noida H.O.

2006: Crabtree India merged with Havel’s India. Added CFL production unit in Haridwar manufacturing plant.
Expansion at Alwar manufacturing plant for increase of production capacity. Expansion at Baddi
8
manufacturing plant and set-up of an Export Oriented Unit. First Company to get the ISI Certification for
complete range of CFLs. Started mid-day meal program at Alwar, Rajasthan caters to10, 000 students
from 77 schools.

2007: Set-up of Capacitor manufacturing plant in Noida, UP with the capacity of 6, 00,000 kVAr per month.
Acquired the Lighting business of a Frankfurt based company “Sylvania", a global leader in lighting business
and now the company’s turnover crosses US$ 1 Billion. Warburg Pincus, a global private equity firm and one
of the largest investors in India, invested US $110 million in Havel’s India Ltd. issued fresh shares to Warburg
Pincus, representing approximately 11.2% of the fully diluted share capital of the company. QRG Group
entered healthcare business by acquiring a majority stake in Central Hospital and Research Centre,
Faridabad

2008: First Indian CFL manufacturers to have adopted RoHS, European norms on Restriction of Hazardous
Substances in CFLs. Set up of Global Corporate office, QRG Towers at Expressway Noida Investment of
Rs.50 Crore in Global Center for Research and Innovation (CRI)

2009: Set up of fully automatic switchgear manufacturing plant at Baddi. Consolidation of CFL
manufacturing plant at Neemrana for domestic and export purposes.
2010 - Havel’s India Ltd has appointed Mr. S. K. Tuteja as an Additional Director. - Havel’s
India has given the Bonus in the Ratio of 1:1

2011 -Havel’s foraying in premium appliances market -Havel’s India Entering into a Joint
Venture (JV) with Shanghai Yaming Lighting Co. Ltd.

2012 -Havel’s India has recommended of Dividend @ Rs. 6.50 per equity share of Rs. 5/-
each i.e. 130%

2013 -Havel’s India has recommended of Dividend @ RS 7.50 per equity share of Rest. 5/-
each i.e. 150%, for the financial year 2012-13.

9
2014 -Havel’s India has recommended of Dividend @ Rs. 10.00 per equity share of Rs. 5/-
each. -Havel’s India Ltd has undertaken a sub-division of its equity shares of Rs 5 into Rs
one each. -Havel’s India has splits its face value from Rs 5/- to 1/-

2015 -Havel’s India Ltd has launched the country’s first most energy efficient fan - ES 40 -
Havel’s India Ltd has launched India’s first brightest LED lamps range ""LUMENO" at its
lighting fixtures plant in Neemrana, Rajasthan -Havel’s India - Havel’s adds first 'Made in
India' MCB to its portfolio -Havel’s India, has got hold of a 51 per cent stake in Promptec
Renewable Energy Solutions at an enterprise value of a whopping Rs. 65 crores -Havel’s
India Ltd has launched a world class range of MCBs and RCCBs under EURO-II series in
Odisha market. -Havel’s India launches world class products in Switchgear segment in the
Eastern Region -Havel’s India has inaugurated a new office in Haldwani, Uttarakhand

2016 -Havel’s India receives order for LED Street Lights from EESL -Havel’s India launches
its first indigenous MCB and RCCB- Euro II series -Havel’s launches entry level modular
switches Reo Bliss -Havel’s India to launch solar power products

2017 - Havel’s unveils revolutionary range of fans for contemporary homes - Havel’s
acquires consumer durable business of Lloyd Electric - Havel’s India signs MOU with
Hyundai Electric - Havel’s enters water purifier segment - Havel’s€™ arm strengthen its
consumer product portfolio - Havel’s Launches New Ad Campaign Lighting Making a
Difference in Your Life - Crabtree fortifies its presence in Rajasthan.

Work culture at Havel’s QRG

Is continuously applying modern management techniques such as Kaizen to enable employees to
improve their day to day functioning in small steps, one at a time.
QRG
Has also implemented Japanese version of 5S which sta nds for "a place for everything
and e v e r y t h i n g i n i t s p l a c e " . T h e c o m p a n y h a s i n t r o d u c e d t h e s e t e c h n i q u e s
a s i t f i r m l y believes that small changes add up to large results and the only way for a corporation

10
to grow, is to make its people grow The Group is driven by qualified and experienced
professionals backed by a work force of over 4000 employees. All branches and manufacturing
facilities are computerized and networked with each other. An open door policy at all levels
encourages employees to be participated, innovative and creative. Empowering employees
helps the organization in harnessing individual talents to the fullest. Emphasis is laid on building
team spirit which helps employees to realize collective potential.
2.5) Manufacturing Plants
Powerful trends are shaping up industry for the 21st century. Because of rapid spread of advanced
technologies complexity of work is increasing - almost daily. With the state of the art equipment’s
and manufacturing facilities, QRG group is helping to boost safety in workplaces from the factory to
the offices, domestic buildings to commercial plazas. Althea manufacturing units are ably
supervised and controlled by technocrats and industry specialists. The group has well
managed, well equipped tool ro oms with machines like CCV Line CNC Machines, EDM
Wire Cut, Spark Erosion Machines, Lathes and Surface Grinders
Our strategic alliances with some of the leading technology corporations in the world
of e l e c t r i c a l e n g i n e e r i n g , e n s u r e c o n s t a n t a c c e s s t o t h e l a t e s t d e v e
l o p m e n t s i n t h e international markets, which are then adapted to the tough tropical conditions.
Our manufacturing units are fully equipped with the latest and most sophis
t i c a t e d facilities in India. And in the hands of our highly qualified technical experts, this results in
some of the most advanced product development in the country
Location: Branch offices / zonal offices / manufacturing plants
•Haridwar, Uttaranchal Products manufactured: Fans and CFLs

•Baddi, Himachal Pradesh Products manufactured: MCBs, CFLs and Switches

•Samayapur Badli, Delhi Products manufactured: MCBs, ELCBs and DBs

•Tilak Nagar, Delhi Products manufactured: Energy Meters

• NOIDA, UP Product manufactured: Fans

11
•Alwar, Rajasthan Products manufactured: Cables & Wires

•Faridabad, Haryana Products manufactured: CFLs and Industrial Products.

•Gurgaon, Haryana luminaries and Lighting fixtures

•Jalandhar Products manufactured: MCBs, ELCBs, DBs, Wires and Industrial Switchgear

•Gurgaon, Haryana Products manufactured: Modular Plate Switches & Accessories

•Bhiwadi, Rajasthan Products manufactured: Bathroom fittings & Accessories

•Sahibabad, UP Products manufactured: Trajectory Meters, Reference Standard Meters

•Hyderabad, Products manufactured: Energy Meters

12
13
2.6) Quality control at Havel’s
The essence of quality at QRG is closely wrapped in the way we think, plan and work. It finds its
true expression when we extend beyond ourselves to exceed our customer’s expectations.
To deliver products that are safer, faster and simply better. Each time, every time. Building customer
confidence through teamwork is a top priority to provide a wide variety of products and services.
Realizing and respecting the basic needs of customers
t o f e e l m o r e s e c u r e , w e ’ v e committed ourselves to make our products better, safer and
smarter than what he or she is looking for. That's a passion that began 30 years ago and
that's how it continues to be even today. Our customers rely on us and it is our
responsibility to give them the very best. All our products are as per IEC standards

Certifications / Approvals

• ISO-9001: 2000 (all manufacturing units)

• KEMA KEUR
• CE
• S–mark
• CSA
• CB
• SEMKO
• SIRIUM (Malaysia)
• SPRING (Singapore)
• TSE (Turkey)
• SNI (Indonesia)
• EDD (Bahrain)

14
15
 2.6) Research and Development at Havel’s
Innovation is the hallmark of every vital development at QRG. New ideas, inventions
deepen scientific knowledge and give its work force a new impetus towards
technical progress.Q R G t e c h n o l o g i c a l s t r e n g t h s a n d i t s e n d e a v o r t o w a r
d s c o n t i n u o u s r e s e a r c h & development has allowed it to fulfill its respo
n s i b i l i t i e s t o w a r d s i t s c u s t o m e r s . T h e responsibility of providing i ts customers
the best products and zero defect services to enable them to be comfortable and secure in
usage of electricity.
Center for Research and Development
Havells has recently invested 20 million dollars in a new centre for
r e s e a r c h a n d innovation. This center has been set-up at the company’s H.O. premises in Noida.
The task of this center is to provide the theoretical & experimental foundations for
alls e g m e n t s o f e l e c t r i c a l e n g i n e e r i n g . T h e c e n t r e c l o s e l y c o o p e r a t e s w i t h t
h e v a r i o u s departments so as to provide the best and the latest in terms of technology
and design. The Group has also decided to dedicate 2% of its turnover towards R&D
.
2.7) Safety Matter
Protection against Electrical Shocks and fire:
With the ever increasing of the usage of electricity in our daily lives, the risk of electrical shocks
and hazards related to electrical fire to overcrowded wiring and leakage due to
installation failure. Poorly insulated apparatus, faulty wires or the incorrect use of an electrical device
cause current to flow through the wrong face (i.e. through the insulation) to the earth.
Thisc u r r e n t i s c a l l e d t h e " L e a k a g e C u r r e n t " . L e a k a g e c u r r e n t i n a n e l e c t r i c
a l s y s t e m i s responsible for two major risks.
•Risk of electrocution (electric shocks)

•Risk of fire
Risk of Electrocution (Electric shocks)
Electrocution is the passage through human bod y, which is dangerous. The
f l o w o f current through human body, affects two vital function

16
•Breathing
•Heart Beat
Electrocution can lead to muscle contraction causing respir ator y paral ys is,
c a r d i a c fibrillation and immediate cardiac arrest resulting in death depending upon the magnitude
of the leakage current and the contract voltage.
Risk of fire
Poorly insulated wiring or loose connections are enough to create fire hazards a portion
of the current which normally flows in the conductor can find a way back to the earth
through these "leaks" and through materials with varying degrees of conductivity. These materials
are not intended to conduct current, and may get heated up to such a degree that they will set fire to
whatever they are in contact with (insulation, wood etc.). This is the start of fire

Solution
Earth Leakage Circuit Breakers installed in the circuit senses these leakage currents and isolates the
faulty circuit thereby ensuring safety against the hazards of earth leakage. It is mandatory to install
an ELCB in the incoming circuit for all installations except those specified by the section
30 of the Indian Electricity Act, 1910.XXV

Product Profile Miniature Circuit Breakers (MCB’s)

In the residential, commercial and Industrial sectors, final electrical distribution needs
arec o n t i n u o u s l y e v o l v i n g . I m p r o v e d o p e r a t i n g s a f e t y , c o n t i n u i t y o f s e r v i c e ,
g r e a t e r convenience and operating cost have assumed tremendous significance. Havel’s breakers
have been designed to continually adapt to these evolving needs.
Havell’s maintaining pace with the technological changes has introduced
M i n i a t u r e Circuit Breakers tested as per the latest specifications IS:8828-1996, IEC:898-1995 for
a breaking capacity of 10KA

Capacitors

17
Havel’s started manufacturing of its new range of products Capacitors in February 2007Havells
Capacitors are designed and manufactured using S3 technology

It encompasses product with triple shield with differential disconnect or in the event of
any fault within due to environmental compatibility. Automatic controlled vacuum
potting of "Element Modules" ensures fault remains localized. and protects the installation in spite
of hazards Advance technologies adopted in our "Capacitors" offer you unmatched
safety and outstanding performance under Indian conditions benefiting you month after month and
every year from now on...Our commitment to manufacturing excellence and providing a
world class quality products at affordable prices in creating your industry more energy efficient,
now from even wider spectrum of products from Havel’s; we offer you a complete solution which is
not only safe and reliable but also help you save your energy.

18
 RESEARCH METHODOLOGY
A research method is a systematic plan for conducting research. Sociologist draw on a variety of both
qualitative and quantitative research methods including survey research, participant observation and
secondary data. Quantitative methods aim to classify features, count them and create statistical models to
test hypothesis and explain observations. Qualitative methods aim for a complete, detailed description of
observations, including the context of events and circumstances.

Objective
To understand the customer preference and satisfaction regarding Havel’s Products.
The development of Research plan has the following Steps

Data Sources
Two types of data were taken into consideration i.e. Primary data and Secondary data. My major
emphasis was on gathering the primary data.
 Primary Data
Direct collection of data from the source of information, including personal interviewing,
survey, questionnaire etc.
 Secondary Data:
Indirect collection of data from sources containing
past or r e c e n t i n f o r m a t i o n l i k e , A n n u a l P u b l i c a t i o n s , B o o k s , N e
w s p a p e r a n d Magazines etc.
Research Approach
I have done this Survey for the Descriptive Research Process.
Research instrument
A close frien dly q uestionnaire was constructed for m y surve y. A Question
n a i r e consisting of a set of questions was presented to respondents for their answers.
Sampling Plan The sampling plan calls for two decisions
19
I. Sampling unit:
The sampling unit of this project was about respondents.
II. Sample Size:
The sample consisted of 60 respondents.
Scaling technique:
I have used-
 Nominal scale
 Likert’s scale

Collection of the information

I have collected the information from the respondents with the help of questionnaire.
Collection of Primary Data:
Questionnaire and personal interviews were the main instruments, which were used for
collecting primary data.
Collection of Secondary Data:
The competent staff of the company helped me a lot in providing information about.

Research design
For this project exploratory research design is used for data collection, questionnaire is filled by the different
respondents.
.

20
 3.1) OBJECTIVES OF THE STUDY

Primary Objectives

 To find out the reach of Havel’s Products in Delhi city.

 To access the present market, share and suggest improvements.
 To find out the factors contributing in customer’s satisfaction.

Secondary objectives

 To find out the factors which influence the customers in buying the Havel’s
Products.
 To find out the major market share in GREEN CFL.
 To study the customer’s opinion towards the service provided by Havel’s Ltd.

21
 3.2) TOOLS USED

Software Package for Social Sciences (SPSS Version 20)

The above software was used to measure/find the co – relation, regression, tabulation, cross –
tabulation, mean, median, mode, std. deviation and variance.

Various statistical tools have used for the study.

1. Reliability test has been conducted f finding out the Alpha value for the questionnaire used for the
survey.
2. Statistical tool like ANOVA is used for testing the Hypothesis generated.
3. Statistical tables, Charts and Diagrams are used for the presentation of the data.
4. Analysis being carried down by the help of statistical software like SPSS.

MICROSOFT EXCEL (2016 version)

The above software was used to make graphs, pie charts, etc. to give a graphical representation to the
project.

22
 3.3) LIMITATIONS OF THE STUDY

1)The possibility of respondent’s responses being biased cannot be ruled out.

2)Limited access to secondary data pertaining to Havel’s performance in other regions

or any other information was another problem in finding a correct response.

3)Since a smaller sample was chosen so it may not be true representative of population
under study.

4)Most of the times people don’t give appropriate information.

5)Mostly retailers don’t want to give accurate information and act rudely.

6)The survey was to be conducted in a limited span of time (6 weeks) which also posed
a limiting factor.

7)The retailers are so busy in their business so that they did not show actual picture of
the situation

23
3.4) SPSS ANALYSIS

FREQUENCIES

Statistics
What kind
of
promotion
al activity
will
influence
When you How much you to buy What
hear the do you Havells' factors
name agree with product in make you What do
Havells How long the price Are you comparisi purchase you feel
Have you which have you How did of Havells' satisfied on to its Havells' about after Do you
Name of Gender of Occupatio ever heard If yes, do product been you get to products with the competitor products sale recomma
the the Age of the n of the about you use comes to using know being quality of s such as even on a services nd Havell'
responde responde responde responde brand Havells' your mind Havells' about reasonabl Havells' Orient or higher given by products
nt nt nt nt Havells? product? first? products? Havells? e? product? Bajaj price? Havell'? to others?
N Valid 60 60 60 60 60 60 60 60 60 60 60 60 60 60 60
Missing 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0
Mean 1.7333 1.8167 1.3833 1.0667 1.1333 2.4833 1.8333 2.1333 3.9000 3.8667 2.0667 2.1667 3.8500 4.0000
Std. Error of Mean .05757 .35054 .09827 .03247 .04426 .15855 .13270 .09645 .14202 .14354 .12990 .13055 .12079 .12351
Median 2.0000 1.0000 1.0000 1.0000 1.0000 2.0000 2.0000 2.0000 4.0000 4.0000 2.0000 2.0000 4.0000 4.0000
Mode 2.00 1.00 1.00 1.00 1.00 1.00 1.00 2.00 5.00 5.00 2.00 2.00 4.00 5.00
Std. Deviation .44595 2.71525 .76117 .25155 .34280 1.22808 1.02786 .74712 1.10008 1.11183 1.00620 1.01124 .93564 .95669
Variance .199 7.373 .579 .063 .118 1.508 1.056 .558 1.210 1.236 1.012 1.023 .875 .915
Skewness -1.083 7.190 1.841 3.564 2.213 .125 1.218 -.223 -.744 -.876 .792 .467 -.590 -.721
Std. Error of .309 .309 .309 .309 .309 .309 .309 .309 .309 .309 .309 .309 .309 .309
Skewness
Range 1.00 21.00 3.00 1.00 1.00 4.00 3.00 2.00 4.00 4.00 3.00 3.00 4.00 4.00
Minimum 1.00 1.00 1.00 1.00 1.00 1.00 1.00 1.00 1.00 1.00 1.00 1.00 1.00 1.00
Maximum 2.00 22.00 4.00 2.00 2.00 5.00 4.00 3.00 5.00 5.00 4.00 4.00 5.00 5.00
Percentile 25 1.0000 1.0000 1.0000 1.0000 1.0000 1.0000 1.0000 2.0000 3.0000 3.0000 1.0000 1.0000 3.0000 3.0000
s 50 2.0000 1.0000 1.0000 1.0000 1.0000 2.0000 2.0000 2.0000 4.0000 4.0000 2.0000 2.0000 4.0000 4.0000
75 2.0000 2.0000 1.0000 1.0000 1.0000 4.0000 2.0000 3.0000 5.0000 5.0000 2.0000 3.0000 5.0000 5.0000

24
FREQUENCIES TABLE

Gender of the respondent

Cumulative
Frequency Percent Valid Percent Percent

Valid Female 16 26.7 26.7 26.7

Male 44 73.3 73.3 100.0

Total 60 100.0 100.0

Age of the respondent

Cumulative
Frequency Percent Valid Percent Percent

Valid 18-22 34 56.7 56.7 56.7

23-30 22 36.7 36.7 93.3

30 above 3 5.0 5.0 98.3

22.00 1 1.7 1.7 100.0

Total 60 100.0 100.0

Occupation of the respondent

Cumulative
Frequency Percent Valid Percent Percent

Valid Student 46 76.7 76.7 76.7

Businessman 6 10.0 10.0 86.7

Salried 7 11.7 11.7 98.3

Home maker 1 1.7 1.7 100.0

Total 60 100.0 100.0

25
 Have you ever heard about brand Havel’s?

Cumulative
Frequency Percent Valid Percent Percent

Valid Yes 56 93.3 93.3 93.3

No 4 6.7 6.7 100.0

Total 60 100.0 100.0

If yes, do you use Havel’s' product?

Cumulative
Frequency Percent Valid Percent Percent

Valid Yes 52 86.7 86.7 86.7

No 8 13.3 13.3 100.0

Total 60 100.0 100.0

When you hear the name Havel’s which product comes to your mind first?

Cumulative
Frequency Percent Valid Percent Percent

Valid Switch gear 18 30.0 30.0 30.0

Personal Grooming 13 21.7 21.7 51.7

Water Heater 12 20.0 20.0 71.7

Air Cooler 16 26.7 26.7 98.3

Water Purifier 1 1.7 1.7 100.0

Total 60 100.0 100.0

How long have you been using Havel’s' products?

Cumulative
Frequency Percent Valid Percent Percent

Valid 0-3 years 28 46.7 46.7 46.7

3-5 years 23 38.3 38.3 85.0

more than 7 years 9 15.0 15.0 100.0

Total 60 100.0 100.0

26
 How did you get to know about Havel’s?

Cumulative
Frequency Percent Valid Percent Percent

Valid Peer Groups 13 21.7 21.7 21.7

Family Members 26 43.3 43.3 65.0

Media 21 35.0 35.0 100.0

Total 60 100.0 100.0

How much do you agree with the price of Havel’s' products being
reasonable?

Cumulative
Frequency Percent Valid Percent Percent

Valid 1 2 3.3 3.3 3.3

2 4 6.7 6.7 10.0

3 15 25.0 25.0 35.0

4 16 26.7 26.7 61.7

5 23 38.3 38.3 100.0

Total 60 100.0 100.0

Are you satisfied with the quality of Havel’s' product?

Cumulative
Frequency Percent Valid Percent Percent

Valid 1 3 5.0 5.0 5.0

2 3 5.0 5.0 10.0

3 14 23.3 23.3 33.3

4 19 31.7 31.7 65.0

5 21 35.0 35.0 100.0

Total 60 100.0 100.0

27
 What kind of promotional activity will influence you to buy Havel’s' product in
comparison to its competitors such as Orient or Bajaj

Cumulative
Frequency Percent Valid Percent Percent

Valid Discounts 19 31.7 31.7 31.7

Prize offers 27 45.0 45.0 76.7

Gifts 5 8.3 8.3 85.0

Others 9 15.0 15.0 100.0

Total 60 100.0 100.0

What factors make you purchase Havel’s' products even on a higher price?

Cumulative
Frequency Percent Valid Percent Percent

Valid Save Electricity 18 30.0 30.0 30.0

Durability 22 36.7 36.7 66.7

Brand Image 12 20.0 20.0 86.7

Eco Friendly 8 13.3 13.3 100.0

Total 60 100.0 100.0

What do you feel about after sale services given by Havel'?

Cumulative
Frequency Percent Valid Percent Percent

Valid 1 1 1.7 1.7 1.7

2 3 5.0 5.0 6.7

3 16 26.7 26.7 33.3

4 24 40.0 40.0 73.3

5 16 26.7 26.7 100.0

Total 60 100.0 100.0

28
 Do you recommend Havel' products to others?

Cumulative
Frequency Percent Valid Percent Percent

Valid 1 1 1.7 1.7 1.7

2 2 3.3 3.3 5.0

3 15 25.0 25.0 30.0

4 20 33.3 33.3 63.3

5 22 36.7 36.7 100.0

Total 60 100.0 100.0

29
CORRELATION

Correlations

Are you satisfied

Age of the with the quality of
respondent Havel’s' product?

Age of the respondent Pearson Correlation 1 .037

Sig. (2-tailed) .781

N 60 60
Are you satisfied with the quality of Pearson Correlation .037 1
Havel’s' product? Sig. (2-tailed) .781

N 60 60

INFERENCE: The data shows that there is a positive relation between age of the
respondent and whether the respondents are satisfied with the quality of the product or not,
the value is .037 which means it is positively correlated but very less.

Correlations

How long have you

Gender of the been using Havel’s'
respondent products?

Gender of the respondent Pearson Correlation 1 .160

Sig. (2-tailed) .221

N 60 60

How long have you been using Pearson Correlation .160 1

Havel’s' products? Sig. (2-tailed) .221

N 60 60

30
INFERENCE: The data shows that there is a positive correlation between both gender and
the duration the product is being used, but as the value is .160 which means there is very
less correlation between both of them.

Correlations

How much do
you agree with
the price of Do you
Havel’s' products recommend
being Havel' products
reasonable? to others?

How much do you agree with Pearson Correlation 1 .548**

the price of Havel’s' products Sig. (2-tailed) .000
being reasonable? N 60 60
Do you recommend Havel' Pearson Correlation .548** 1
products to others? Sig. (2-tailed) .000

N 60 60

INFERENCE: The results shows that there is a positive correlation between both the
aspects, as the value is .548.

Correlations

What factors make

Are you satisfied with you purchase Havel’s'
the quality of Havel’s' products even on a
product? higher price?

Are you satisfied with the quality of Pearson Correlation 1 -.131

Havel’s' product? Sig. (2-tailed) .320

N 60 60
What factors make you purchase Pearson Correlation -.131 1
Havel’s' products even on a higher Sig. (2-tailed) .320
price? N 60 60

31
 INFERENCE: The results shows that there is negative relationship between whether the
people are satisfied with the quality of Havel’s products and what factors make
respondents purchase Havel’s even on a higher price, because the value has come out
to be -.131
Correlations

How long have you

been using Havel’s'
Age of the respondent products?

Age of the respondent Pearson Correlation 1 .050

Sig. (2-tailed) .707

N 60 60

How long have you been using Pearson Correlation .050 1

Havel’s' products? Sig. (2-tailed) .707

N 60 60

INFERENCE: The results are showing a positive relation between age of the respondent
and from how long they have been using Havel’s products, as the value is .050 the result is
positive but they have a very less correlation between them.

32
 FINDINGS
GENDER OF THE RESPONDENT

INFERENCE: The analysis shows that the male number of respondents are way more than female
respondents in filling this questionnaire.

AGE OF THE RESPONDENT

INFERENCE: The pie chart shows that more number of respondents were from 18-22 years of age
group.

33
OCCUPATION OF THE RESPONDENT

INFERENCE: The pie chart shows that most of the respondents were students as compared to
salaried and business group of people.

HAVE YOU EVER HEARD ABOUT BRAND HAVELS?

INFERENCE: The pie chart shows that 90% of people are aware of the brand Havel’s which shows
that the brand is much popular as compared to its competitors.

34
DO YOU USE HAVELS PRODUCTS?

INFERENCE: The pie chart shows that 85% of people use the brand products, which resembles its
popularity in the market.

WHEN YOU HEAR THE NAME HAVEL’S WHICH PRODUCT COMES TO YOUR MIND
FIRST?

35
INFERENCE: The pie chart shows that all the product of Havel’s such as switch gear, grooming
and air coolers are used by the respondents.

HOW LONG HAVE YOU BEEN USING HAVELS PRODUCTS?

INFERENCE: The pie chart shows that 0-3 years is the time period from which respondents have
been using the brand products.

HOW DID YOU GET TO KNOW ABOUT HAVELS?

36
INFERENCE: The pie chart shows that family members have played a great role in brand awareness
of Havel’s.

HOW MUCH DO YOU AGREE WITH PRICE OF HAVELS BEING REASONABLE?

INFERENCE: The pie chart shows that Havel’s needs to work on its price segment, as only 10-20%
of people find the prices of products being reasonable.

ARE YOU SATISFIED WITH QUALITY OF HAVELS PRODUCTS?

37
INFERENCE: The pie chart shows that respondents are not satisfied with the quality of products
offered at the specified prices, which means the company needs to work on this segment so as to
capture more market as compared to its competitors.

WHAT KIND OF PROMOTIONAL ACTIVITY WILL INFLUENCE YOU TO BUY

HAVELS PRODUCTS AS COMPARED TO ORIENT OR BAJAJ?

INFERENCE: The pie chart shows that prize offers is what convince the customers most to choose
Havel’s compared to its competitors.

WHAT FACTORS MAKE YOU PURCHASE HAVELS PRODUCTS EVEN ON A HIGHER

PRICE?

38
INFERENCE: The pie chart shows that Havel’s has been able to maintain its share in all the
segments such as durability of its products, power saving and eco-friendly.

WHAT DO YOU FEEL ABOUT AFTER SALE SERVICE OF HAVELS?]

INFERENCE: The pie chart shows that almost 40-50% of people are satisfied by the after sale
service offered by Havel’s.

DO YOU RECOMMEND HAVELS PRODUCTS TO OTHERS?

39
INFERENCE: The pie chart shows that by improving its price segments Havel’s will be able to
attract more of customers compared to its competitors.

40
 ANALYSIS

EXCEL
1.

INFERENCE: The pie chart shows that out of the 60 people who responded 73.3% are
male and 26.7% are female.

Sta

41
 2.

INFERENCE: The pie chart shows that most of the people who responded were between the age
group of 18-22.

3.

INFERENCE: The pie chart indicates that out of 60 respondents 76.7% of people were student.

42
4.

INFERENCE: The pie chart shows that out of 60 respondents 95%(majority) are aware of the brand
Havel’s.

5.

INFERENCE: The pie chart shows that 86.7% people i.e., majority of them have used the Havel’s
products in their day to day life.

43
6.

INFERENCE: The pie chart shows that almost all the products of Havel’s switchgear and air cooler
have been used by the respondents.

7.

INFERENCE: The pie chart shows that people have been using Havel’s products from almost last
three years.

44
8.

INFERENCE: The pie chart indicates that family members and peer groups have played a great role
in making people aware of the brand name.

9.

INFERENCE: The bar graph indicates that not much of the respondents are satisfied with the
pricing of the products, as only 23% of them feels that the prices are reasonable.
45
10.

INFERENCE: The bar graph shows that out of 60 respondents almost 40% people are
satisfied with the quality of Havel’s products.

11.

46
INFERENCE: The pie chart shows that out of 60 respondents prize offers is what influence buyers
to choose Havel’s over any other brand.

12.

INFERENCE: The pie chart shows that durability and electricity saving power is what makes
Havel’s rise over other brands in the market.

47
13.

INFERENCE: The bar graph shows that only 24% of people are satisfied with the after sale
services of Havel’s which means this is the sector the brand needs to work on.

14.

INFERENCE: The bar graph shows that 40% people will recommend Havel’s to others.

48
 CHAPTER 4- ANALYSIS AND FINDINGS

FINDINGS

 Havel’s have got an array of well-established dealers. The dealers have a good track record of their
business.

 The dealers are satisfied with the quality of the products which are offered by Havel’s. None of the
dealers said that the products are of poor quality.

 It is found that price is a little higher for the Havel’s products but when considering about the quality,
the product is worth the price. Most of the dealers are satisfied with the price, because of the products
quality and none of the dealers have reported that the price is higher so no problem with that.

 The friendly relation helps much better for an organization to flourish. Here, in the case of Havel’s
the feedback depicts that they have understood this concept very well. The dealers are happy with the
involvement of the employees of UIL.

 On observation, some of the dealers are having problem with the after sales service which is
unavoidable. They say that it takes time for the product to get repaired, hence they do use local
mechanics for the sudden repair but no problem faced on the replacement front.

 Most of the dealers also deal with the competitors. This is because it is very essential for them to
satisfy the customers who have different brand and product preferences.

 From the observation, it is found that there are complaints about the profitability and price of Havel’s
products. Because the margin they are getting is less compared with the immediate competitors.

49
 There is a significant relation between the dealers’ experience and their Satisfaction Level on the
Credit Period allowed and most of the well experienced dealers are satisfied with the credit period.
The company gives less credit period to the new dealers. When they prove to be good with their
payment pattern, the company gives extension on the credit period and payment modes.

50
 CHAPTER- 5 RECOMMENDATION AND CONCLUSION

Competing is the global brand and it is difficult one. From the survival point of view, UIL should
enter into all aspects of marketing activities to improve the product life in the future market. The
company has mostly achieved in satisfying its dealers and as well as its customers. It is evident from
this study and UIL is advised to maintain its Quality on its products so as to retain this stage forever.
The study has been successful in knowing the Dealers’ Satisfaction with Havel’s International
Limited. In order to successfully design long term policies aimed to foster manufacturers-
dealer’s relationships, it has been demonstrated that manufacturers must give up decisions exclusively
oriented to generate immediate benefits. In fact, such policies may disclose future company failure.
The study is not entirely devoid of limitations. The sampling methodology deviates substantially from
a pure random sampling based methodology and therefore reduces the general li ability of the study.
Future studies could look at different contexts as well as inclusion of other moderators

The study concluded that most of the consumer is aware about the brands. They get information about
fans through advertising, promotions, family and friends. The brand who’s after Sales Service is
satisfactory get the positive response from consumers. Majority of the customers are using the specific
brand for a very long period of time which concluded that consumer does not switch easily from one
brand to another. Price is the most important attribute which attracts consumer towards particular
brand. The findings of the study will also help the researchers and academicians in understanding the
consumer behaviour with the help of different factors influence the consumer buying decision.

51
 CHAPTER-6 APPENDICES

QUESTIONNAIRE

6.1 DESIGN

COMPANY’S NAME- HAVELLS

52
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54
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56
57
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59
 REFERENCES

WEBSITES

1. http://www.havell’s.com
2. http://www.domainb.com/companies/companies_h/havells_india/20080331_expansion_plans.html
3. http://www.efytimes.com/efytimes/fullnews.asp?edid=25052&magid=13
4. http://www.toboc.com/1/570340/Exporter.aspx

60
 BIBLIOGRAPHY

SR T TITLE A AUTHOR P PUBLICATION

NO
1. MARKETING KOTLER. P PRENTICE HALL
1 MANAGEMENT

2. RESEARCH METHODOLGY KOTHARI, C R N NEW AGE

2

JOURNALS

24TH ANNUAL REPORT 2017-2018 HAVELLS INDIA LTD.

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