Business Development The field of commerce, the specialist area of business development comprises a number of techniques and responsibilities

which aim at attracting new customers and at penetrating existing markets. Techniques used include: • • • • • • • • • • Assessment of marketing opportunities and target markets Intelligence gathering on customers and competitors Generating leads for possible sales Advising on, drafting and enforcing sales policies and processes Follow-up sales activity Formal proposal and presentation management and writing Pitch and presentation rehearsals Business model design Account planning and performance monitoring Proposition development and campaign development

Business development involves evaluating a business and then realizing its full potential, using such tools as:  marketing  information management (sometimes conflated with knowledge management)  customer service

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Customer Satisfaction Organizations need to retain existing customers while targeting non-customers. Measuring customer satisfaction provides an indication of how successful the organization is at providing products and/or services to the marketplace. Customer satisfaction is an abstract concept and the actual manifestation of the state of satisfaction will vary from person to person and product/service to product/service. The state of satisfaction depends on a number of both psychological and physical variables which correlate with satisfaction behaviors such as return and recommend rate. The level of satisfaction can also vary depending on other factors the customer, such as other products against which the customer can compare the organization's products. Work done by Parasuraman, Zeithaml and Berry (Leonard L) between 1985 and 1988 delivered SERVQUAL which provides the basis for the measurement of customer satisfaction with a service by using the gap between the customer's expectation of performance and their perceived experience of performance. This provides the researcher with a satisfaction "gap" which is semi-quantitative in nature. Cronin and Taylor extended the disconfirmation theory by combining the "gap" described by Parasuraman, Zeithaml and Berry as two different measures (perception and expectation) into a single measurement of performance relative to expectation. Usual measures of customer satisfaction involve a survey with a set of statements using a Likert Technique or scale. The customer is asked to evaluate each statement in terms of their perception and expectation of performance of the service being measured

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Need of the study  Machine tool industry is the backbone of all major industries, like

automobile, heavy  in with  the recent

electronics, railways,

defense etc. tremendously technically

years these industries has developed industries.

the development of huge

private enterprises have shown a lot of interest in these industries. Even the product is small it plays an important role in the other industries

though flexibility.

 The strategies adopted by the company to sell the products and to reach the targeted sales have a greater importance into bringing out the best possible result from various elements of making combinations.  So through this project we can know the HMT share in the market and we analyse the causes for sickness and we also know the marketing activities of the company.  This desertion gives brief analysis on both company and industry.

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the reactions of the other manufactures to 4 .Importance of the study  The study carried out will be of significant help in the following aspects. which in turn can foreword some of the conclusions and Suggestions to the HMT Machine Tools Ltd (PRAGA Division) for incorporating in their future Marketing strategies.  This will be of great help to the units under study.  The present study provides an insight into the varies aspects of marketing Mix practices of the unit and examines these marketing practices.  This desertion provides necessary information about customer expectations from company.

 To evaluate the promotional strategies followed by the company and suggest some measures for any drawbacks in those strategies.  To know customer perception towards PRAGA.  To know the customer level of satisfaction and to know the Business Development. 5 .Objectives of the Study  To know the product line of PRAGA Tools ltd  To know the effectiveness of pricing methods followed by PRAGA Tools.  To evaluate the service provided by the company to customer.

 To know the reasons behind the sickness of HMT Machine Tools ltd-PRAGA DIVISION. 6 .

 Secondary data. Methodology includes a systematic way of collecting the data through sample design.Methodology of the Study This chapter includes various tools and techniques that are used for investigation. interpreting the data for requirement. Interviews. There is various information collected from original Sources through various methods of data collection like:Methods of primary data collection: Observation  Interviewing  Mail survey  Experimentation 7 . etc Primary data collected by interviewing persons chosen for this study. • • Observation. processing the data. This is an interview with a detail standard schedule where in Information is collected in minimum time questionnaire from respondent. DATA SOURCES  Primary data. Primary data:This is first hand methods such as. For the purpose of this study structured or directive interviews are employed. Structured Interview make use of a in collecting the information from the respondents. analyzing it. They include students for various academic backgrounds.

Secondary data:secondary data is collected from sources which contain data that has been collected and compiled for another purpose. The seconary study consists of.  published records and reports  Technical and trade journals  Magazines and newspapers  Public records and statistics  Related websites Population and sample The total number of consumers is large in size in which 100 people are taken as sample. interview techniques of data collection are practiced. Simulation  Projective techniques  Questionnaires In this study. 8 . It may be defined as data that for an earlier purpose other than currently Pursued. A convenience sampling method has been conducted for the study.

The scope Of the study is only confined to the area covered under balanager branch. Hyderabad and Only confined in studying about the customer satisfaction and Business development about HMT TOOLS LTD-PRAGA DIVISION. 9 .Scope of the study HMT TOOLS LTD-PRAGA DIVISION Company having only one branch in Hyderabad at balanager.

Some other Major part of the secondary data has been collected from past records .  Sample size may not be enough. However every possible effort has made to make it genuine and authentic.  The answers given by the respondents may be biased or not true 10 .Errors in tabulation and analysis of the data may weaken the exactitude. it is possible that Some errors might have kept in while collecting data or in the report due to the following reasons.Limitations of the study 1. 2. Moreover the study was undertaken during the peak season of production when the factory personnel were very busy. Accuracy In a project like this . Other limitations  Lack of experience on part of the researcher. one cannot claim 100% that the information or data collected is accurate.magazines and newspapers. data pertaining to marketing mix activities could not be collected in detail due to limitation of time. 3. Period The report is about the marketing mix practices In HMT tools ltd-PRAGA DIVISION.Since the duration of the study was 4 weeks . . Therefore the data collection had taken additional efforts.

fertilizes. Machine tool industry in India is scattered all over the country. Time is a constant.000 million and employed a workforce un skilled personnel. The hub of manufactures activities. The industry has an installed capacity of over totaling 65. industrial values. steel. And over three quarters of total machine tool production in the country comes out of ISO certified companies. Batala. railways. electrical. Jullundur and Ludhiana in Punjab. agriculture. automobile and defense ancillaries. Many machine tool manufactures have also obtained CE making certification. Rajkot and surendernagar in Gujarat. and Bangalore in Karnataka. ball and roller bearings. however. power –driven pumps. 10. some Parts in East India. compressors and 11 consumer durable like washing . the city. Introduction Machine tool industry India comprises about 450 manufactures with 150 the organized units in sector. Jamnagar. is concentrated in places like Mumbai and Pune In Maharashtra. Coimbatore and Chennai in Tamil nadu. In keeping with requirements of the European markets. Ahmadabad. earth moving machinery. for instance houses HMT Machine Tools Ltd.000 skilled and Rs. Bangalore is concerned as the as the hub for the Indian machine tool industry. textile machinery telecommunications. electronics. User industries serviced The industry’s prospects mainly depend on growth of engineering Industries. Ten major companies of this industry contribute almost 70% of production in India. Baroda. The city sector of machine Tools is the automotive. multi-product engineering companies. a company that manufactures nearly 32% of the total machine tool industry’s output.

In the 1980s. The next phase of liberalisation of policies of the government allowed selective imports that made it imperative for the domestic industry to catch up with quality specifications of imported machines. refrigerators . the industry developed further and was able to acquire know-how in machine tool technology in order to reproduce and even develop new machine tools. dish-washers. thereby further paving the way towards selfreliance through aggressive R&D in India. These efforts resulted in the setting up of several entrepreneurial enterprises that began manufacturing machine tools leading to increased employment opportunities for 12 .machine. The national expertise developed over the years provided the needed human resources to initiate creative modified versions of existing machine tools manufactured under licence. Based on the perception of the current trends and emerging demands. Efforts within the industry are now on to better the feature of CNC machines. It also spearheaded sprouting of several ancillary units in the private sector by providing support and thus became local suppliers of components. CNC segment could be the driver of growth for the machine tool industry in India. which provided a nucleus for development of technological capabilities and skills. etc. this sector bolstered in confidence and began to absorb imported technology and manufacture machine tools to specifications given by foreign collaborators.etc. particularly special purpose machine tools (SPMs). watches. the machine tools industry evolved under an umbrella of protection in which the growth was based on import substitution.television sets. It also initiated developmental work directed to modifying machine tools and developing variants of machines for which design had been acquired by the purchase of Licenses. The Government of India set up the Hindustan Machine Tools (HMT). vacuum cleaners. During the 1950s to mid-1960s. beginning in the 1940s. to meet specific requirements of users. air conditioners. History This sector has had a long history of growth in India. at reduced costs and to adopt best practices for reducing technology gaps. and provide feature value additions at lower and lower costs . From early 1950s to mid 1970s.

did not deter the industry. Domestic manufacturers are fulfilling stringent tolerances. It is evident that 2004-2005 as well as the previous year were more than watershed phases the machine tool sector in India.In 1996-97.185 million a decade later. The focus of several Indianmanufacturers currently provide machine tools with integrated Total Productive Maintenance (TPM) features.135 million. enhanced productivity. and process capability requirements of the highly demanding auto industries. A slump in the Indian market in the following years had a severe impact on the fortunes of the Indian machine tool industry.and embraced TQM practises. The booming automotive and auto ancillary industry in India is currentlydriving growth and the competitiveness of the Indian machine tool industry. Efforts of domestic machine tool manufacturers made a paradigm shift that led to a manifold increase in performance. 4. 8. The share of indigenous and imported machine tools in the Indian market is currently in the ratio of 40:60. orders continue to flow and are in plenty. turnover ofthe industry touched a new high of Rs. output of the Indian machine tool industry. Growth of the Indian economy continues at an increasing pace and for most machine tool manufacturers. increased reliability and performances. The same holds true for importers. 13 . The spurt in the country’s manufacturing activity since 2003-04 led to increased potential for Indian machine tools. And by the time of the economic liberalisation in 1990-91.Indian machine tool industry was among the first industry sectors to be thrown open to global competition in theeconomic reforms of the early Nineties. This hasincreased the potential and improved the competitiveness of Indian-built machine tools. witnessed a meteoric rise from Rs.which got a fillip from the automotive sector. As a result of the various initiations.The strength of the Indian machine tool industry was galvanised by Indian Machine Tool Manufacturers’ Association (IMTMA) – the apex industry body of machine tool and manufacturing solutions. 1.250 million. which currently represents over 80 per cent of the machine tool industry in India. That. however. to face the onslaught challenges – andtowards this direction improved features of their machines.engineers and widening the scope of indigenous R&D projects and development of enhanced technological capabilities over the next decade. the industry achieved a turnover of Rs. who have also thrived from the burgeoning Indianmarket. 290million in 1970-71 to Rs.

Products offered by the Indian machine tool industry today are priced much lower than earlier.  Forging backward integration with sub-suppliers and vendors for greater standardization of components and assemblies. Over 75 per cent of the total production of the industry comes from ISO certified and CE accredited manufacturers. documentation. more efficient. Most machine tools manufactured in India are indigenously designed.  Initiatives to form clusters and enter into consortia.  Pool of skilled workforce specializing in assembly. CAD.Industry Strengths The machine tool industry in India is recognised for:  Capability to manufacture low-cost. for Indian and overseas users – in the range of turning centers. with even competing manufacturers. above all. and software development. machining centers. especially customized products.  Engineering expertise on design. much more cost competitive. testing and evaluation.  Strong emphasize towards improvement of quality. and grinding machines. and.  Consistent attempt to transform the industry to become more productive. 14 . highly productive manufacturing solutions. for developing world-class manufacturing solutions.  Proactive efforts to reach out to customers through process of interactive dialogues – at the industry and at the individual company levels. design. as well as in efforts to further strengthen their design and innovative skills.

. robotics. Product lifecycles are declining and currently average life cycle is no more than 3 years! Thus. and improved aesthetics and design. grinding machines. SMEs have been and will continue to face challenges they have not seen before.Core Competency The Indian machine tool industry manufactures almost the complete range of metalcutting and metal-forming machine tools. such as enhanced productivity. whereby users seek to economies on manufacturing cost and time. Emergence of CNC machine tools and its dominance over the last few years in the overall product segment stemmed from its value-added features. In the past. In terms of key product segments. and cell manufacturing. There are other variants offered by Indian manufacturers too. better finishing. Unlike 15 . higher precision. The other emerging demand is for total manufacturing solutions. Winners from the losers Efforts. increased reliability. high growth areas for the Indian machine tool industry include turning centers. handling systems. Technology Obsolescence: Technology obsolescence in the machine tool business is extremely rapid. the products from India comprise conventional machine tools as well as computer numerically controlled (CNC) machines. including special purpose machines. in a globalized India. One of the significant developments in machine tool industry in recent times have been the Computer Numerically Controlled (CNC) machines. and TPM-friendly machines. most of the products have been a result of ‘Reverse Engineering’. now at cost effective prices. amongst others. machining centers. Customized in nature. Achievement of higher growth and increased share of CNC machines in the overall output surmises the commitment of Indian machine tool manufacturers to providing competitive manufacturing solutions.

 Prices of machines are high compared to China /Province of Taiwan.  Exports are low.  Absence of a Center of Excellence for R&D.  Country is not industrializing at fast pace. product technology obsolescence is a major issue facing the Indian machine tools industry today.the Japanese and Koreans. The Indian machine tool is faced with typical problems in the emerging globalization scenario as under:  Domestic market is too small.  After sales service is poor.  No formal channels of communication exit.  Small units cannot spend on R&D.  Information sharing is poor.  Input costs are high.  Small units have uneconomical procurement costs. as a whole. Thus.  Low volume operations and not able to reap benefits of scale.  Information about market is poor.  High cost of consultants.  Manufacturers sell different designs of machine – variety is too large.  Lack of training including the concept of 5s. 16 .  Absence of large number of service providers.  Lack of professionalism.  Poor product design and image. the Indian manufacturers have not graduated to the next level of s‘Improving’ the technology of reverse engineered products.  High cost of production. Current Reality Of Indian Machine Tool Industry The growing competition and technological developments in this sector are having inevitable effects on the Indian machine tool industry.  Manufacturers sell machines not solutions.

Performance of Indian machine tool industry High growth momentum The financial year 2007-08 was yet another landmark one for the Indian economy and the industry. job shops and small-scale industry units. defence. The key aspect about manufacturing industry’s performance was its efforts to achieve excellence in quality. 17 . especially in the engineering and the manufacturing sector. and is expected to result in reduced orders from the Indian and overseas markets. Metal-cutting & metal-forming tools Metal-cutting segment continued to account for 88 per cent of the total output of machine tools in India. The year was marked by 9 per cent plus GDP growth – earning the accolade of being one amongst the fastest growing countries in the world. railways.357 million. In 2007. led to a growth of 4 per cent. Much of the growth in India’s metalworking machine tools came about because of enhanced requirements from the automotive sector auto ancillary industry. This segment had over 70 per cent share in the total metalworking machine tool output in 2007. generating a great deal of optimistic growth and promising outcome. The country also posted optimistic results in agriculture and in the services stream. The surge in demand was rampant across Indian industries. CNC & conventional machine tools In keeping with the focus of the Indian industry towards enabling manufacturing excellence. design and innovation. CNC machine tools comprised bulk of the produce from the Indian stable. 2007 was a year on the decline. Metalworking machine tool output of the Indian industry worth Rs 17. For the Indian machine tool industry. metal-cutting machine tool output worth Rs 15.525 million. registered a growth of 5 per cent during January – December 2007.

Germany and the U S. albeit marginally.475 million were exported by the Indian industry during January December2007. Exports of Indian Machine Tool Industry YEARS 2004 2005 2006 2007 2008 2009 EXPORTS(crores) 4817485 5178428 10111491 12556516 16796746 175251474 18 . including prominent ones such as Italy.Export scenario The focus of Indian manufacturers to expand their potential to other frontiers resulted in tapping new opportunities in overseas markets. The highlight of the machine tool exports in 2007 was the performance in the CNC segment CNC machines registered a growth of 100 per cent over the previous calendar year. As a result. exports increased by 98 per cent in 2007. A total of 395 machine tools worth Rs 1. Indian manufacturers exported to 36 countries. Canada.

640 million. imports captured 75 per cent of the Indian market share. With this hike. Machine tool imports rose by 47 per cent to register a total value of Rs 55. These three machine categories captured 40 per cent of the total Roadmap The Indian machine tools industry has reinvented itself in terms of its product range 19 . turning centres and grinding centres formed the largest chunk of imports.Imports of Indian machine tool industry Industry resulted in a zoom-phase for importers. And within this segment machining centres. The bulk of the imports comprised metal-cutting machine tools.

Further. the emphasis was on standard machines whereas today there is a greater focus on NC and CNC machines. However with increasing customer preference for flexible machines the SPM manufacturers need to realign their product range and strategies. Technology and enhanced quality as well as cost competitiveness have therefore improved significantly. Domestic manufacturers are facing fierce competition in the high-end technology machines both from the new.04. SPM manufacturers however feel that they face little threat since they manufacture specialized machines and they operate in a niche market with a high competitive advantage due to the intimate customer relationship. GOI should reduce customs duty to 5% on the following items not manufactured in India  CNC systems and its parts  Servo Drives/Motors covered under tariff head 85.In the last one and a half decades. imports became easier thereby critical components required for machine tools manufacturing could be easily imported and at lower prices. hydrostatic drives up to 20 KW and hydrostatic spindles which are not manufactured in India necessarily have to be imported. Reduction in duties have however helped domestic companies in reducing their costs since certain items used by CNC manufacturers like ball screws.01 or 85. Customers’ expectations have also increased in terms of technology as well as better product quality. On the other hand. With the customs duty going down every year. There are still a few SPM’s which are not manufactured in India. like the ones catering to explosives manufacturing. delivery and service. To encourage value addition and to help the industry to be more cost competitive. as well as second hand machines. manufacturers of machine tools are facing threats from imports from Taiwan and China which are the most cost competitive countries in machine tools.  Precision spindles covered under tariff head 846693 20 . servo drives.

which will help the machine tools industry immensely. to meet the requirement of machine tools for industry in all segments. These FTA/PTA agreements will also open up the export market for companies who have products with competitive advantage in the export market. With the signing of FTAs and RTAs/PTAs. 21 . A substantial part of the imports is in specialized machines of high technology. The country imports nearly twice what the domestic machine tools industry produces. Some companies are gearing up to face the threat of ever-increasing imports by operating in a very narrow technology band and niche market and reducing their product reliability gap.There is a huge market for retrofitting of conventional and NC machines to CNC machines and this market will evolve only when customers perceive that they can get the products and services at a lower cost. very large machines and machine types which are not manufactured in India. The constant threat from imports has compelled the domestic companies to look internally and made them improve their products. The share of the Indian machine tools industry in total consumption is around 36%. domestic manufacturers feel that they need to upgrade their technology through technology transfer or in-house R&D and reduce costs through innovation and productivity improvement. services and delivery. International manufacturers are already keen to use India as their outsourcing destination. Companies also need to enhance their production capacities to meet the delivery requirements of the customers and focus more on improving further quality and after-sales service. quality. Ball screws covered under tariff head 8583  LM Guideways covered under tariff head 848280  Precision bearings covered under tariff head 8482 Indian companies with financial resources and risk appetite should try to get into the manufacturing of the above items. pointing to an obvious need for the industry to further develop its products and volume to meet the requirements of the Indian user sectors.

The company is 22 . Introduction HMT Machine Tools Limited Praga Division Hyderabad is one of the leading Machine Tool manufacturing units in India established In 1943. defence.A common trend in the market reveals that a machine tools user today can get his job done with less expensive mix of machines. They are designed such that the machine is just right for a particular job (minus sophisticated features that are hardly used) at a reasonable cost. There is a new breed of machines called ‘just enough’ machines.Customers are increasingly seeking flexible machine tools that can fabricate a diverse range of specific moulds and dies. The main focus should be on optimizing the process chain of the customers byshortening the manufacturing time. Industry should invest more on customer driven and market oriented research and development. This is achieved only through higher interaction of the user industry with the machine builders. space. steel. They also need to concentrate on technologies for machine tools required for the growing industries like automotive. metals and the engineering industry since these industries will have greater investment in the near future both in Asia and beyond. aeronautics. The industry needs to expand its range of high precision machines and respond to demands for shorter mold lead times via the introduction of automated production systems. HMT products are well known in the field of HMT Machine Tools Limited Praga Division .

Frame of HMT Machine tools ltd HMT Machine Tools Limited Praga Division is proud of its diverse range of Machine Tool.. was incorporated as a joint stock company in private sector in the Year 1943. Name HMT Machine Tools Limited Praga Division originated from this association with Czech national after Prague this industry.And placed the company under the administrative control of the ministry of commerce and industry. 23 . History HMT Machine Tools Limited Praga Division . mlling Machines. Technical assistance of Czechoslovakian engineers was sought to make the beginning. foundry and CNC Division which pulsates with the activities of 565 employees turning out a wide range of products.organized in four divisions-via the Machine Tools forge. Later in march 1959. the government of India acquired controlling interesting by subscribing to the majority shares in the east while HMT Machine Tools Limited Praga Division. The four divisions. Subsequently ministry of defense took over the administrative control with effect from December 27.the administrative control was again transferred to the ministry of industry (department of public enterprise). 1986. development and manufacture of Machine Tools are manned by qualified personnel with proven record of technical knowledge an exquisite craftsmanship acquired over a period of 60 days.1963 and from April 256.the cutter an Tool grinders. equipped with modern facilities for design. copy lathers. thread rolling Machines and HMT Machine Tools Limited Praga Division CNC Machines which keeps pace with the ever-changing technology in addition the company also manufactures a wide range of industrial foregoing for Railways Automotives an ordnance applications.

PRAGA DivisionStands for  PRECISION 24 . scoffer of France for thread rolling machines. Canada. George Fischer of Switzerland for copying lathes.HMT Machine Tools Limited Praga Division wisest investment has been in its excellent collaborations with world famous names like Jones and shipman of UK for surface grinding and cutter and Tools grinders Gambian of France for milling machines.Indonesia.Bulgaria. Mitsubishi heavy industries of Japan for machining centers and keiyo seiki of Japan for CNC Lathes.etc.germany. Praga machine tools are penetrating larger segments of foreign markets including UK. precision engineering and proven performance. The collaborations have culminated in HMT Machine Tools Limited Praga Division producing machine tools of the highest quality conforming to international standards by virtue of their dependability.japan.CIS.

 ADAPTABILITY. Mission Statement  Manufacture machine tools of internationally approved quality at reasonable cost.  ASSURENCE IN QUALITY.  Earn fair profits. RELIABILITY. 25 .  Manufacturing quality products at reasonable costs.  Indigenous the components to maximum extent.  GENUINE CONCERN. Vision  To become one of the best 3 machine tool companies of India by 2005.  Customer care and satisfaction.  Provide customer with more that what they expect.  Prompt after sales.

Products of PRAGA 26 . To bring in total quality mgt through performance leadership. Continuous product upgration. Quality Policy • • • • To maintain quality at all stages. To maintain quality leadership in all machine tools products & services. To create quality culture amongst all our employees.

Spine Roling Machine 3.1. Surface Grinding Machine 27 . Pully Forming Machine 4. Thread Rolling Machine 2.

5. Horizontal Machine Centre 7.CNC Milling Machine 28 .Cutter and Tool Grinder 6.

8.Jaw and Independent Organization structure of HMT Machine tools ltd HMT-MTL-PTH 29 .

Chairmen Managing Director General Technical Manager Asst GM (HR) Asst Board SC&ST&OBC CELL Mgr (HR&S) DM (HR &Training) Supervisor Joint &Officer (legal ) DM (HR&S) Asst -B Joint officer Supervisor (HR) Asst -B Senior sub inspecto Process at PRAGA PROCESS AT PRAGA DEMANDS OF CUSTOMER 30 .

T.A ASSEMBLY PRODUCT CUSTOMERSATISFACTION Research and Development The R&D department provides the drawings of components and assemblies to the PED.T. R&D makes some modifications is the standard machine to suit the requirement of a particular customer.T.-1 M.-11 M. Production and planning control 31 .R&D P.D MARKETING MATERIALS M.E.C R.P.

2.C.T. The machine manufactured in M.T-11 mainly manufactures smaller components various rolling and grinding machines used in M. forgings. It checks for the variation in the production of any component at every 32 . is a link between manufacturing department and materials department. T.-1 caters to the production of heavy components M. On the whole . which are job holding devices.surface grinding machine .. Accessory dept It receives the raw materials from materials department to produce chucks.P. 3.C. lathe chucks used in conventional lathes and over chucks in CNC machines. castings etc.1 are cutter and tool grinder and surface tool planning it receives the component drawing from R&D and designs the Tools required to produce those components grinder. It comes to know of the customer requirements through the marketing department and decides the sequence of operations as per the sales plan. This department produces two type of chuck that is. Quality control inspection This department assures the customer of the quality of products through documentation. M. It also procures some bearings. Material and science dept The chief activity of this department is to procure raw materials to manufacture products and tools as inferred from the rout card prepared by P.Hi-fin dry rolling machine. Product and engineering dept The main function of this department is tool design and and sends them for assembly.thread formed rolling machine – used for the manufacture of automobile parts.t.P.P.11 are: 1.

Horizons and vertical milling machines are four axes machines used for milling and drilling. 2. It also acquired the data related to provider. attendance of the workers is also taken care by this department. These are not Computerized. final inspection that is performance tests of machines is done in assembly. Electronic data processing dept This department processes the data related to pay roll.N. 3. ISO 9001 Accrediation All the division of the company have received the certification of quality systems In order that the products and processes of manufacture are well accepted in domestic and international marks. income tax evaluation and return etc. y. Horizontal machining centers has axes(x. inventory man machine Utilization etc. The company Proposes to continue with these accreditation. SWAGAT SUCHANA WELCOME INFORMATION 33 . The company has also received ‘CE marketing’ for its surface grinding machines. Computerized Numerical Control Division (C.stage of operation analysis the variation and takes corrective action against it .C) The various machines in their functions are briefly described below: 1. Grinding and Plano – milling machines used for roughing only. which is mandatory for exports to EU countries and UK. z and rotary axes) and is used in the Production of automobile and defense parts. Fund trust.

annual target of HMT Tools ltd-PRAGA Division is about 54 34 .SAHAYUG SUVIDHA SURAKSHA - COOPERATION FACILITY SAFETY Marketing Department This departments meets the demands of the customers and gets orders for the company by doing some promotional work like . The cores.  Trade work  Advertising  Exhibition. In this process 37% of the machine value is collected at the time of order and remaining at the time of dispatch.

This network covers all the major industrial centers in the country.The products of the company are being marketed directly and also through dealers.the company has recently appointed M/S Oriental Engineering company ltd of Calcutta to market companys products and projects in North East India.collect advances. The company has also developed a network of dealers to market precision . liase with the Head office and deliver the products to the customer.The engineers and professional at the head office abely assist the regional office.He is assisted by a team of professionals operation from the headoffice at HyderaBad and from the regional offices of the company. In addition . HMT TOOLS LTD follows the following procedure for catering the needs of customers. through a network of regional offices located at different cities in INDIA.. The company undertakes direct marketing.mainly in the case of machine tools and forgings. machine tools accessories. Identification of Prospective customer Receiving enquiry enquiry Sending quotations Conducting negotiations Order 35 .The company has a marketing department headed by general manager. The regional offices book the orders .

trade journals and response to e. Send quotations For Knowing to customer. Personnel contacts by sales departments for any clarifications. Preparation of yearly Sales plans.Follow up of order execution Issues the dispatch clearance Installation After sales service Custome r Identify the prospective customer HMT PRAGA identifies the Customers and internet web site. Technical estimates for new product and send quotations 36 . Receiving of enquiry Prospective customers are contacted and communicated and information is sent with regards to the products and specifications for standard spares and accessories OA is released to concerned sections.mails. follow up on personals. Receipt customer order the customer requirements/ specifications send to Design through the response to advertisements past sales.

Paymentsto shipment agents are released as per the requirement. Customer complaints and Feedback Customer complaints received are communicated to the PPC PADE and concerned production shops and are analyzed and rectifications are carried are noted. HMT TOOLS LTD giving after sales service through Reconditioning and retroficatins and by maintaining techniciens. commercial terms and specifications. Quality packing. forwarding activities dispatched through dispatch slip assurance and are carried to FPS. Receive acknowledgement copies to concerned section.Negotiable and discuss with customers provide any explanations and clarifications required by them. Commissioning o f the products carried out and proper services are provided to ensure the customer satisfaction. If spares and accessories are not available they are arranged for manufacturing. Agree on price. production planning necessary Spares and accessories are dispatch of product to customer. And also provides free replacement of items/spares under warranty and Monthly reports are maintained. After sales service Provide after sales servicing as per norms. Follow up order execution Follow up with concerned sections for order execution such as production Planning. Customer supplied products Customer supplied trail components and the raw materials for job orders are received by BDCC and are maintained in stores at designated areas. Morecover company shows huge concentration on job orders. Stores prepare dispatch document and invoices. Dispatch clearance Machine dispatches are followed to stores. Production and quality assurance. 37 .

Conduct product performance analysis and record. Praga had maintained quality standards and Company products were well known for Precision and maintained quality. Column drilling machines. Services offered by HMT HMT offered following services to their prospective customers. Every company needs to take feedback and suggestions from customers. CNC Horizontal Machining centers. Like.Because their suggestions are very use full foe improving our products are service.  Re conditioning  Retrofitting  Precision Job Works  Job Orders. Subsequently added obtained technical knowledge from World famous companies .Surface Grinding machines.Thred rolling machines. CNC lathes. Initially started manufacturing with High Speed Drilling machines. Business Development and Customer Satisfaction at HMT (PRAGA) Praga tools started manufacturing Machine tools in 1943.GF Copy lathes.for manufacture of Cutter and Tool Grinding mahines. The company’s products have been well received by its customers in the past mainly on account of:  Consistent Quality(Company is accredited with ISO 9001-2000 version of quality certification) 38 . the feedback of customer complaint analysis will be communicated the customer For necessary action.

PRAGA enjoys with huge profits in between 1986-1996 like 30-50 crores. By these reasons the Downward trend in both sales and production started in the year 1993-1994. During the period 1980 to 1990. Company never tried to get market feed back what customer really needs and their changing requirements. Consequently there were flood of second hand machine tools entered into the market. Government had increased defense budget and they were in the market for various machine tools and PRAGA continuously get orders from Defense Dept Of INDIA. government has encouraged manufacturers in the small scale sector and also allowed companies to import machine tools. Timely availability of spares and accessories  After sales service From the year 1943 to 1990 there was only one or two manufacturers of Machine Tools in India catering to the needs of Industry. During this time. Compnayhas not tried to penetrate in the market and functions “ Seller market”. 39 . the company started facing competition from the Indian manufactutrers and there was an end to their monopolistic market and started sever completion quality wise and price wise and also due to globalistion. praga had concentred only on Defence and Government organizations neglecting private sector. The company products are monopoly in the markt and very few competitors. Company never tried to get market information and not reached inside the market. Sickness PTL suffered erosion of its peak net worth of rs. 2059. From the year 1990.00 lakhjs achieved in 1989-90 and was referred to the Board for Industrial and Fianncial Reconsitructioin (BIFR) in 1997.

PRAGA Tools Pricing affected by following factors.Reasons for down trend in the business of HMT Pricing Due to severe competition from private sector companies.Those are.. 40 . Now we can see the above factors how the prices of PRAGA are increased.  Depreciation of Machines  Lack of technology upgradation  Surplus manpower  Wastage  Machine Idle time  Other factors. praga could not cope with their mainly with price. The prices quoted by competitors are almost 30% lower to the praga price. In the same time praga is keeping on increase their prices due to cash crunch and also hike in salaries.

NO Name of the Company Price in Lakhs(Cutter and Tool Grinder) 1 2 3 4 5 6 HMT-PRAGA DIVISION GEETA Machine Manufacturers ltd BATLIBOLI Ltd ADDISON Ltd FAST CUT company Ltd YANTRA NIRMAN company Ltd 3.2 From the above table we can say that the pricing of Praga is not very competitive as compared to its competitors.But Company failed to attract the customers.05 3.27 2.98 2.8 2.S. Customer generally prefers reasonable price . Pricing of the products in two different years In the above table we observe competitive pricing of HMT comparing to other nearest competitors. So let we see how prices of HMT Products increased year by year 41 .5 1.

42 .No PRODUCT NAME MODEL NO 2007-2008(PRICE OF MACHINE) 411100 451900 479000 519500 611900 667500 2008-009(PRICE OF MACHINE) 452210 492090 526900 571450 673090 734250 1 2 3 4 5 6 Cutter And Tool Grinder Cutter And Tool Grinder Surface Grinder Surface Grinder Thread Roling Machine Thread Roling Machine 411 414 451 451p 512 523G So by observing the above table the prices of each and every product increased compared to previous year due to the following reasons. Pricing plays a key role in the business of PRAGA. Those are  Depreciation  Repairs of Machinery  Lack of Technology Up gradation  Scarcity of raw materials.S.

But due to the below reasons cos gets failure to reach the customer expectations towards the delivery time. The success or failure of the any company should depend up on customer expected delivery time.NO PRODUCT NAME Delivery Time in Weeks(2007-2008) Delivery Time(2008-2009) 8 8 16 8 14 16 14 1 2 3 4 5 6 7 Cutter And Tool Grinder-411 Surface Grinder-451 Surface Grinder-455H Thread Roling Machine-512 Thread Roling Machine-518 Thread Roling Machine-514 CNC Lathe-PTC 400 6 6 14 6 12 14 16 43 . S. We can easily understand by seeing the below Table.Delivery time The main reason behind the Company failure is Poor Delivery Performance.

 Machine Breakdowns. By this in adequate delivery time company losts the customers. Order inflow Generally Machine Tools Company’s manufactures products on the basis of orders from Customers.  Lack of Raw materials. 44 . The main reasons for in adequate delivery time is. Here I analyses the order inflow of Cutter and Tool Grinding Machine for the last 10 years.  Lack of new technology.By observing the above table we can easily find out the variations in delivery of product between two different years.  Human Interruptions. But the order flow of the company fluctuated year by year.

Order inflow and Sales of Cutter and Tool Grinding Machine for the last 10 years Year 2000-2001 2001-02 2002-03 2003-04 2004-05 2005-06 2006-07 QUANTITY(Sales) 21 15 9 10 23 26 32 VALUE 54.27 28.84 38.02 82.5 115.80 46.2 126.1 45 .

many of the customers felt that Praga was closed. In the absence of communication about shifting. is almost nil. Other Reasons for down trend in Business of HMT-PRAGA Promotional Activities The amount spent on advertisements. In the mean time awareness among the customer increased and they were in a demanding position what they require:”BUYER MARKET “Praga does not have proper customer data base of their customers.51 The order flow of the company for Tool and Cutter Griding machine is influenced by different factors like lack of financial resources and lack of facilities.5 94. Company never tried to for diversities and the products which were their butter and bread are almost obsolete.2007-08 2008-09 2009-2010 20 27 20 86. 46 .44 145. Most of the customers did not aware that praga which was shifted their factory from kavadidguda to Balangar.

The company which was explained in the year 1985. sold machines almost equal to Praga in the shrot span of time. The technology they are using was outdated.Hyderabd. spares and in providing after sales service. Competition: Example: Thread rolling machines. The employees which they are almost right side of 40s. 47 . Customer satisfaction There is nothing more divesting to PRAGA business than the loss of our various customers due to delay in delivery of machinery. Once praga was monopoly in the market.Recruitment Praga did not recruit any engineers for the last 10 years. Now there ws stiff competition from MTE Industries. They have not upgraded their technology for the last 2 decades. The company made CNC Thread rolling mahines and their turn over was equal to Praga.

We also lose the investment made in securing the customers in first place and more importantly we undermine our ability to grow. . He is doing us an opportunity to do so” MAHATMA GANDHI HMT tools ltd-PRAGA division has a positive attitude about customer complaints. our loss is far greater than the sales revenue. We believe that our future depends upon our ability to retain customer needs and ensure their satisfaction. “A customer is the most important visitor on our premises.A. Customers who complain • Who are not satisfied? 48 . He is a partof it .When a customer becomes dissatisfied and strops buying from us. we are doing him a favour by serving him. he is not an outsider on our business. He is not depending on us. We are dependent on him.V KAMATH HMT Machine Tools Limited Praga Division defines a customer as follows.

We take complaints from internal customers seriously and believe that org with satisfied employee finds it is easier to make customer satisfied. Automobile manufacturers 5.  Is a gift to HMT TOOLS PRAGA DIVISION?  Represents an opportunity for us to improve. Services offered by HMT Tools Ltd (PRAGA Division)  Reconditioning  Retrofitting  Job Orders Customers of HMT 1. Automobile .component manufacturers 49 . Heavy equipment manufacturers 4.• • • Who are not get desired level of service from the product Who are not recive products with in time? Who are not getting after sales service? Every Complaint  Company takes positively and dealt promptly.We keep ourselves informed about our customers attitude towards organization . HMT (PRAGA) company monitors the customer satisfaction. Engineering industry 3. Defense(mainly ordnance factories) 2.

6. Textile industry 7. Small and medium enterprises

Value Prepositions HMT tools products and services offer the following advantages to customers:  Quality products  Reasonable price  On time delivery  After sales service. And HMT takes continuous feedback from their customers and always give after sales service through Qualitative engineers. And HMT offers discounts to customers and offer qualitative products with reasonable price. And HMT offer call back services to their customers.

Business development Business development is a broad term applied to the process of strengthening ties with existing clients as well as cultivating customers in other sectors of the consumer market. In order to accomplish this goal, business development normally crosses the traditional barriers between sales, marketing, customer care, operations and management in order to promote this process of expansion on more than one level. This means the business development specialist

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must exhibit a degree of competence in many different areas in order to identify and capitalize on growth opportunities. One of the foundational aspects of business development is to assess the current assets of the company as they relate to the maintenance and expansion of the business. To this end, the business development specialist will work closely with sales and marketing professionals to identify the degree of penetration already enjoyed by the company in various sectors of the consumer base. At the same time, the specialist will also work with customer care professionals to assess the feedback gathered from existing clients on the perception of the company and its products. This type of activity can often identify ways to refine current sales and marketing techniques in order to capture a wider share of consumers within sectors where the business already has a presence. At the same time, the addition of the data acquired through customer care contacts may help identify applications for the product line that are not promoted at present and could lead to capturing new markets if marketed properly. It is important to note that the successful business development specialist is not focused solely on making sales or keeping current customers happy. While those aspects are part of the overall picture, the development specialist will also be concerned with making the best use of the company’s resources, refining the process and function of management and various departments, and addressing any legalities that must be observed as the company continues to move forward. In many organizations, this gives the business development specialist a wide range of authority to solicit information from anywhere within the corporate structure and to influence every aspect of company function. The process of business development can be applied to just about any corporate situation. Even companies that are small need this type of activity in order to remain stable and to achieve growth over time. Often, the inclusion of at least one person who is focused on the activity of business development makes it possible to capture a view of the company that is hard for people with responsibility for specific functions with the organization to achieve without help. Businss development may take place by creating an arm or department of the corporation that carries out these functions. It is also possible to contract with a business

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development consultant in order to evaluate current circumstances and identify strategies for the creation of future growth. In the field of business, the specialist area of business development comprises a number of techniques and responsibilities which aim at attracting new customers and at penetrating existing markets. Techniques used include:  assessment of marketing opportunities and target markets  intelligence gathering on customers and competitors  generating leads for possible sales  advising on, drafting and enforcing sales policies and processes  follow-up sales activity  formal proposal and presentation management and writing  pitch and presentation rehearsals  business model design  account planning and performance monitoring  proposition development and campaign development

Business development involves evaluating a business and then realizing its full potential, using such tools as: • • marketing information management (sometimes conflated with knowledge management)

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This emerges from analysis of the varied job descriptions found in job-search engines.• customer service A sound organization aiming to withstand competitors never stops business development says Luis G. Batista. In the US. The Association of Proposal Management Professionals have produced the "Capture Management Lifecycle" that describes the process in three broad stages: • • • pre-bid phase bid phase post-bid phase Customer satisfaction 53 . but engages in it as an ongoing process. especially in the UK. typically used when describing business development as an operational function to support the selling function of a company. the term "capture management" appears as an alternative job or role title. business development is often related to growth although sometimes the optimal marketing strategy and objectives could be about downsizing the activity in an existing market or decreasing the sales volume of a selected line of products or services. business development could concentrate on developing strategicchannel relationships or on general sales. However. or  an operational function to support sales. Business-development roles may have one of two modes:  sales-oriented (client-facing). In a sales role. President of LMT Corporation.

Customer satisfaction, a business term, is a measure of how products and services supplied by a company meet or surpass customer expectation. It is seen as a key performance indicator within business and is part of the four of a Balanced Scorecard. In a competitive marketplace where businesses compete for customers, customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy.There is a substantial body of empirical literature that establishes the benefits of customer satisfaction for firms Measuring customer satisfaction Organizations need to retain existing customers while targeting non-customers. Measuring customer satisfaction provides an indication of how successful the organization is at providing products and/or services to the marketplace. Customer satisfaction is an abstract concept and the actual manifestation of the state of satisfaction will vary from person to person and product/service to product/service. The state of satisfaction depends on a number of both psychological and physical variables which correlate with satisfaction behaviors such as return and recommend rate. The level of satisfaction can also vary depending on other factors the customer, such as other products against which the customer can compare the organization's products. Work done by Parasuraman, Zeithaml and Berry (Leonard L) between 1985 and 1988 delivered SERVQUAL which provides the basis for the measurement of customer satisfaction with a service by using the gap between the customer's expectation of performance and their perceived experience of performance. This provides the researcher with a satisfaction "gap" which is semi-quantitative in nature. Cronin and Taylor extended the disconfirmation theory by combining the "gap" described by Parasuraman, Zeithaml and Berry as two different measures (perception and expectation) into a single measurement of performance relative to expectation. The usual measures of customer satisfaction involve a survey with a set of statements using a Likert Technique or scale. The customer is asked to evaluate each statement in terms of their perception and expectation of performance of the service being measured.

Methodologies

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This section may contain excessive, poor or irrelevant examples. You can improve the article by adding more descriptive text. See Wikipedia's guide to writing better articles for further suggestions. (March 2009) American Customer Satisfaction Index (ACSI) is a scientific standard of customer satisfaction. Academic research has shown that the national ACSI score is a strong predictor of Gross Domestic Product (GDP) growth, and an even stronger predictor of Personal Consumption Expenditure (PCE) growth. On the microeconomic level, research has shown that ACSI data predicts stock market performance, both for market indices and for individually traded companies. Increasing ACSI scores has been shown to predict loyalty, word-of-mouth recommendations, and purchase behavior. The ACSI measures customer satisfaction annually for more than 200 companies in 43 industries and 10 economic sectors. In addition to quarterly reports, the ACSI methodology can be applied to private sector companies and government agencies in order to improve loyalty and purchase intent. Two companies have been licensed to apply the methodology of the ACSI for both the private and public sector: CFI Group, Inc. applies the methodology of the ACSI offline, and Foresee Results applies the ACSI to websites and other online initiatives. ASCI scores have also been calculated by independent researchers, for example, for the mobile phones sector, higher education, and electronic mail. The Kano model is a theory of product development and customer satisfaction developed in the 1980s by Professor Noriaki Kano that classifies customer preferences into five categories: Attractive, One-Dimensional, Must-Be, Indifferent, Reverse. The Kano model offers some insight into the product attributes which are perceived to be important to customers. Kano also produced a methodology for mapping consumer responses to questionnaires onto his model. SERVQUAL or RATER is a service-quality framework that has been incorporated into customer-satisfaction surveys (e.g., the revised Norwegian Customer Satisfaction Barometer) to indicate the gap between customer expectations and experience.

J.D. Power and Associates provides another measure of customer satisfaction, known for its top-box approach and automotive industry rankings. J.D. Power and Associates'

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marketing research consists primarily of consumer surveys and is publicly known for the value of its product awards. Other research and consulting firms have customer satisfaction solutions as well. These include A.T. Kearney's Customer Satisfaction Audit process, which incorporates the Stages of Excellence framework and which helps define a company’s status against eight critically identified dimensions. For Business to Business (B2B) surveys there is the InfoQuest box. This has been used internationally since 1989 on more than 110,000 surveys (Nov '09) with an average response rate of 72.74%. The box is targeted at "the most important" customers and avoids the need for a blanket survey. Improving Customer Satisfaction Published standards exist to help organizations develop their current levels of customer satisfaction. The International Customer Service Institute (TICSI) has released The International Customer Service Standard (TICSS). TICSS enables organizations to focus their attention on delivering excellence in the management of customer service, whilst at the same time providing recognition of success through a 3rd Party registration scheme. TICSS focuses an organization’s attention on delivering increased customer satisfaction by helping the organization through a Service Quality Model. TICSS Service Quality Model uses the 5 P's - Policy, Processes, People, Premises, Product/Services, as well as performance measurement. The implementation of a customer service standard should lead to higher levels of customer satisfaction, which in turn influences customer retention and customer loyalty.

When Customer Satisfies

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     Quantity. Transport Selection. Variety. viz. Some of the special requests are : Size of end connection. request for special products are received. It is the endeavor of the company to see that special characteristics are in built into the products.. -Timely dispatched. Special requirement of customer In addition to our regular products. Type of packing. to satisfy the specific requirement of the customer.Customer focus Materials are supplied as per the customer’s order. 57 .

58 . viz. while they interact with customers during tours. the minimum time required to supply the materials.  Special packaging requirement. Proper processes are adopted at different stages of manufacture etc. Such feedbacks are by various methods. Customer grievances As with the business. the customers. From our marketing personnel. Special colours of paints used etc. We do inform. the company collects feedback from the customers at regular intervals. certain grievances would also be arising. Main grievances that the unit gets are :  Supply of material at short notice period in the season. Prompt action is taken to remove any irritants so that grievances are reduced at the first place. As and when the customers visit the unit. Quality related problems are very few and the reasons are quality raw materials are used..   Customer feedback As a part of ISO-9001:2000 system.    By sending a standard format & collecting the data.

performance characteristics. which explains various factors. which will help in understanding the product quality and also compare with similar products 59 . Various steps are taken to achieve the above goal. prices etc. Product literature Each of our distributor / dealer are given PRODUCT LITERATURE. such as type of materials used.It is very important to have good communication between the unit & the CUSTOMERS for the growth of the business.

e. In case of major problem. the dealer distributor will help in carrying out the services.freeofcharges. Warranty: In general the company offers warranty for the products for a period of one year. Service information Installation & maintenance booklet gives broad guidelines and helps in carrying out minor service requirements. how to maintain. i. are provided. In addition to the above. the company does the necessary rectification. Call back services The type of product is such that CALLBACK SERVICES are in general not required. for any kind of manufacturing defects. how to install. 60 . related materials required to install & use our products etc. In case of any manufacturing defect.available Product data in the market. related product data.

A sampe of 100 was surveyed regarding the respondent’s awareness their satisfaction levels and speed of service etc. 61 .The data collected from the primary and secondary sources have been coded tabulated and analyzed for interpretation using various statistical techniques. COMPOSITION OF STUDY: Mathematical tools: Tables. The data thus collected is tabulated. pie charts and bar charts are the mathematical tools for the analysis. analyzed and interpreted using various statistical techniques as follows.

13 respondents are dealing with Praga From 15-20 years .1) How long have you been dealing with Praga tools ltd? Table No.only 3 respondents are dealing from 10-15 62 .OF RESPONDENTS 48 36 3 1 100 PERCENTAGES 48% 36% 3% 13% 100% Fig .No.1 S NO 1 2 3 4 TOTAL PARTICULARS 0-5 years 5-10 years 10-15 years 15-20 years NO.5 years. The next major numbers of Respondents are dealing with 5-10 years .1 INTERPRETATION: From the above table we can conclude that the major number of respondent’s 48 are dealing with Praga from 0 .

3 INTERPRETATION: From the above table we can conclude that the major numbers of respondents felt That good quality is the factors that deal that is . 46 which comprises of 46% of the Total. Some respondents are similar that is pricing and after sales service that is 22 And 22 which comprises of 22% & 22% respectively.OF RESPONDENTS 46 22 22 10 100 PERCENTAGES 46% 22% 22% 10% 100% Fig .No.2) What are the influencing factors for dealing with Praga tools ltd? Table no 2 S NO 1 2 3 4 TOTAL PARTICULARS Good Quality Pricing After sales Good will NO. Only few have responded For Good will that is 10 which comprises of 10% of the total 63 .

OF RESPONDENTS 22 72 4 2 100 PERCENTAGES 22% 72% 4% 2% 100% FIG NO.3 S NO 1 2 3 4 TOTAL PARTICULARS Very fast Fast Slow Very slow NO. Only few have respond for “SLOW & VERY SLOW” that is 4&2 which comprises of 4%&2% of the total.3) How fast the quotations offers are provided by us? TABLE NO.3 INTERPRETATION: From the above we can conclude that the major numbers of respondents felt that Quotation offer by Praga is “FAST” that is. Some respondent’s “VERY FAST” that is 22 which comprises of 22% respectively. 72 which comprises of 72% of the total. 4) How do you rate the pricing of our products? 64 .

5) How do you rate quality of our machines and accessories? 65 .TABLE NO.OF RESPONDENTS 38 58 2 2 100 PERCENTAGES 38% 58% 2% 2% 100% Fig .No. 58&38 which comprises of 58% VALUE that is 2&2 which comprises of 2% respectively.4 INTERPRETATION: From the above table we can conclude that the major numbers of respondents felt that the PRICING IS NEUTRAL and GOOD VALUE that is.4 S NO 1 2 3 4 TOTAL PARTICULARS Good value Neutral Poor value Awful value NO.

6 S NO PARTICULARS NO.TABLE NO. 6 INTERPRETATION: From the above table we infer that the major number of respondents feel that the Customer and business response at Praga tools ltd is ‘FRIENDLY’ and this is followed By “VERY GOOD”.OF Excellent Very good Good Average Poor RESPONDENTS 23 27 18 29 3 100 PERCENTAGES 23% 27% 18% 29% 3% 100% FIG.5 S NO 1 2 3 4 5 PARTICULARS NO.OF 1 2 3 4 TOTAL Fast Friendly slow curt RESPONDENTS 18 66 74 8 0 100 PERCENTAGES 18% 74% 8% 0% 100% .NO. 6) How would you place us for customer & business response? Table No.

FIG. 7) How does delivery schedule match up to your expectation? Table No. And only one respondent feel that it is poor.6 INTERPRETATION: From the above table we infer that the major number of respondents feel that the Customer & Business response at Praga Tools Ltd.Is “FRIENDLY” and this is followed By “VERY GOOD”.7 67 .

7 INTERPRETATION: 68 .OF Exceeds Expectations Meets Expectations Below Expectation 100 PERCENTAGES RESPONDENTS 10 10% 75 15 75% 15% 100% FIG.S NO 1 2 3 Total PARTICULARS NO.

And only one respondent felt that it is poor.8 INTERPRETATION: From the above table we infer that the major number of respondents feel that the Service provided by the service men at Praga Tools Ltd.Is “EXCELLENT” and this is Followed by “VERY GOOD”.”MEETS “BELOW EXPECTATION” 8) How do you like to grade the service provided by the servicing men? Table No. 69 .No.8 S NO 1 2 3 4 5 PARTICULARS NO.From the above table we infer that the major number of respondents feel that the Delivery schedule at Praga Tools Ltd.OF excellent Very good good average poor RESPONDENTS 41 37 14 7 1 100 PERCENTAGES 41% 37% 14% 7% 1% 100% EXPECTATION’ this is followed by Fig.

9) How do you rate our relationship with our customers? Table No.No.OF excellent Very good good average poor RESPONDENTS 28 40 23 9 0 100 PERCENTAGES 28% 40% 23% 9% 0% 100% Fig .9 S NO 1 2 3 4 5 PARTICULARS NO.9 INTERPRETATION: 70 .

No Respondents had complained about the customer relationship.10 S NO 1 2 3 4 TOTAL PARTICULARS NO.OF Really useful Quit good Average No use RESPONDENTS 64 29 9 0 100 PERCENTAGES 64% 29% 9% 0% 100% Fig .No.From the above table we infer that the major number of respondents feel that the Relationship with customer is “VERY GOOD” and this is followed by “EXCELLENT”.10 71 . 10) What do you think of the useful of machines/accessories supplied by us? Table No.

No.11 72 .OF excellent Very good good average poor RESPONDENTS 12 28 51 8 1 100 PERCENTAGES 12% 28% 51% 8% 1% 100% Fig .Is ‘REALLY USEFUL “and this is Followed by “QUIT GOOD”.11 S NO 1 2 3 4 5 PARTICULARS NO.INTERPRETATION: From the above table we infer that the major number of respondents feel that the Machines /Accessories supplied by Praga Tools Ltd . 11) Over all how do you think we are doing? Table No.

73 . Do you receive sales after service warranty at the time of delivery of Your Machine tools? Table No.No.Is “GOOD” and this is followed by “VERY GOOD”. 2 percent customers said that they not received a copy of repair order and 5 percent have said no idea. 12).12 INTERPRETATION: The above figure represents the respondent’s response to know whether the customer received a copy of repair order at the time of delivery of the Machine tool at the workshop.12 STATUS Percentage of response Yes 93 No 2 No idea 5 2% 5% Yes No No idea 93% Fig .INTERPRETATION: From the above table we infer that the major number of respondents feel that the Work of Praga Tools Ltd . From the above figure it is understood that 93 percent customers have said that they received a copy of repair order at the time of vehicle delivery.

) was convenient and fast at the time of taking delivery of the Machine tool.13 STATUS Percentage of response Yes 93 No 2 No idea 5 2% 5% Yes No No idea 93% Fig . gate-pass.pass etc..No. 2 percent customers said that the processing was not convenient and fast and 5 percent have said no idea.) At the time of delivery of your Machine tool.) convenient & fast? Table No.13 INTERPRETATION: The above figure represents the respondent’s response to know whether the processing (preparation of invoice. etc. is the processing S (Preparation of invoice & gate.13. 74 . From the above figure it is understood that 93 percent customers have said that the processing was convenient and fast at the time of vehicle delivery.

5 percent of the respondents expressed dissatisfaction with 1 percent of them is highly dissatisfied. From the above graph it is understood that 15 percent of the respondents are highly satisfied with the workshop’s overall performance.14 INTERPRETATION: The above figure represents the respondent’s response regarding the Praga tools company’s overall performance based on service/repair.14) How would you rate the overall performance of the Praga tools company based on Service / Repair experience of yours? Table No. 80 percent of the respondents are satisfied.No.14 Status Percentage responses of Excellent 15 Good 80 Fair 4 Poor 1 80 70 60 50 40 30 20 10 0 Excellent 15 80 4 Good Fair 1 Poor Customer's response Fig . 15). was the Service Advisor able to understand & explain your service 75 .

15 STATUS Percentage of response Yes 95 No 4 No idea 1 4% 1% Yes No No idea 95% Fig .Requirement & needs? Table No.15 INTERPRETATION: The above figure represents the respondent’s response regarding the service advisor’s ability to understand and explain the service requirements and needs of the tool to the customers. How would you rate the Service Advisor’s Knowledge & ability to Understand the problem with your machine tool? 76 . 4 percent of the respondents expressed dissatisfaction and 1 percent said that they have no idea 16).No. From the above graph it is understood that 95 percent of the respondents are satisfied with the service advisor’s ability to understand the problem with the vehicle.

6 percent said that they have no idea. From the above graph it is understood that 15 percent of the respondents are highly satisfied with the service advisor’s knowledge and ability to understand the problem with the vehicle.No. 8 percent of the respondents expressed dissatisfaction with 1 percent of them is highly dissatisfied. 17). 71 percent of the respondents are satisfied.17 77 .16 INTERPRETATION:The above figure represents the respondent’s response regarding the service advisor’s knowledge and ability to understand the problem with the vehicle at the Praga tools company.16 Status Percentage responses of Excellent 15 Good 71 Fair 7 Poor 1 No idea 6 80 70 60 50 40 30 20 10 0 Excellent 15 71 7 1 Poor 6 No idea Good Fair Customer's response Fig . were you attend promptly during Repair Order / job card opening? Table No.Table No.

2 percent customers did not attend to promptly and 5 percent have said no idea.No. 18). From the above figure it is understood that 93 percent customers have said that they are attended to promptly during repair order opening at workshop.17 INTERPRETATION The above figure represents the respondent’s response to know whether the customer attended to promptly during repair order /job card opening at the Praga tools company. How would you rate the Courtesy of the Service Advisor? Table No.STATUS Percentage of response Yes 93 No 2 No idea 5 Attended promptly during jobcard opening 2% 5% Yes No No idea 93% Fig .18 Status Excellent Good Fair Poor No 78 .

19).No.idea Percentage responses of 19 74 4 0 3 Courtesy of the service advisor 80 70 60 50 40 30 20 10 0 Excellent Good Fair Poor No idea 19 4 0 3 74 Customer's response Fig . 3 percent said that they have no idea. 4 percent of the respondents expressed dissatisfaction. How would you rate the helpfulness of the Service Advisor? Table No. 74 percent of the respondents are satisfied. From the above graph it is understood that 19 percent of the respondents are highly satisfied with the courtesy of the service advisor at the workshop.19 Status Percentage Excellent 17 Good 75 Fair 4 Poor 1 No idea 3 79 .18 INTERPRETATION: The above figure represents the respondent’s response regarding the courtesy of the service advisor at the Praga tools company.

20 Status Excellent Good 80 Fair Poor No idea . How would you rate the Courtesy extended at this Praga tools company? Table No.19 INTERPRETATION: The above figure represents the respondent’s response regarding the helpfulness of the service advisor at the Praga tools company.of responses Helpfulness of the service advisor 80 70 60 50 40 30 20 10 0 Excellent Good Fair Poor No idea 17 4 1 3 75 Customer's response Fig . From the above graph it is understood that 17 percent of the respondents are highly satisfied with the helpfulness of the service advisor at the workshop.No. 5 percent of the respondents expressed dissatisfaction. 3 percent said that they have no idea. 20). 75 percent of the respondents are satisfied.

Percentage of responses 25 70 1 1 3 70 60 50 40 30 20 10 0 Excellent 25 70 1 Good Fair 1 Poor 3 No idea Customer's Response Fig . From the above graph it is understood that 25 percent of the respondents are highly satisfied with the courtesy extended at the workshop.20 INTERPRETATION: The above figure represents the respondent’s response regarding the courtesy extended at the Praga tools company. 3 percent said that they have no idea.No. 2 percent of the respondents expressed dissatisfaction. 81 . 70 percent of the respondents are satisfied.

22) How do you Rate the Technology Up gradation of PRAGA? 82 . 2 percent of the respondents expressed dissatisfaction. From the above graph it is understood that 14 percent of the respondents are highly satisfied with the availability of proper tools and equipment at the workshop. 2 percent said that they have no idea.21) How would you rate the availability of proper tools & equipment at this? Praga tools company? Table No. 82 percent of the respondents are satisfied.21 Status Percentage of responses Excellent 14 Good 82 Fair 1 Poor 1 No idea 2 90 80 70 60 50 40 30 20 10 0 Excellent Good 14 82 1 Fair 1 Poor 2 No idea Customer's response INTERPRETATION: The above figure represents the respondent’s response regarding the availability of proper tools and equipment at the Praga tools company.

GOOD 10 GOOD 10 SATISFIED 30 83 BAD 50 .10% respondents are feel good and 20% of people are saying satisfied but 60% of people are feel bad regarding Technology up gradation.GOOD 10 GOOD 10 SATISFIED 20 BAD 60 70 60 50 40 30 20 10 0 VERY GOOD GOOD SATISFIED BAD 10 10 20 %OF RESPONSES 60 INTERPRETATION: The above figure represents respondents responses regarding the Technology Upgradation of the company.From the above graph its understood that 10% of people are highly satisfied. 23) How do you rate the Discount offered by company? STATUS %OF V.STATUS %OF RESPONSES V.

24) How do you get the spares support from machines purchased? STATUS % OF RESPONSES V.RESPONSES INTERPRETATION: The above figure represents respondents responses regarding the Discount offered by the company .10% respondents are feel good and 30% of people are saying satisfied but 50% of people are feel regarding Discounts offered by company.GOOD 10 GOOD 40 SATISFIED BAD 30 20 84 .From the above graph its understood that 10% of people are highly satisfied.

From the above graph its understood that 10%of people are highly satisfied. NAME 2) ADDRESS 3) OCCUPATION : __________________________________ : __________________________________ : __________________________________ 4) CONTACT NUMBER: ___________________________________ 5). QUESTIONNAIRE 1).INTERPRETATION: The above figure represents respondent’s responses regarding the spares support of the company.? 85 . How long are you dealing with Praga Tools Ltd.40% respondents are feel good and 30% of people are saying satisfied but 20% of people are feel bad regarding spares availability of the company.

6). what are the influencing factors for dealing with the Praga Tools Ltd. 7) How fast the quotations offers are provide by us? a) Very fast b) fast c) slow d) very slow 8) How do you rate the pricing of our products? a) Good value b) neutral c) poor value d) awful value 9) How do you rate quality of our machines & accessories. 86 . a)Excellent b)very good c)Good d)average e)poor 10) How would you place us for customer & business response? A) Fast b) Friendly c) Slow d) curt 11) How does delivery schedule match up to your expectation? a) Exceeds expectation b) Meets expectation c) Below expectation 12) How do you like to grade the service provided by the servicing men? a) Excellent b) Very good c) Good d) Average e) Poor 13) How do you rate our relationship with our customers? a) Excellent b) Very good c) Good d) Average e) Poor 14) What do you think of the usefulness of the Machine/Accessories supplied by us? a) Really useful b) Quit good c) Average d) No use 15) Over all how do you think we are doing? a) Excellent b) Very good 16) c) Good d) Average e) Poor On what reason have you preferred the Praga tools? A) Location b) Brand c) quality of services d) Others.? A) Good quality b) pricing c) After sales service d) good will.a) 0-5 years b)5-10 years c)10-15 years d)15-20 years.

Demand for Praga tools is higher.17) Have you heard about Praga tools limited? (YES/NO) 18) Do you know about Praga Tools? (YES/NO) 19) Would you like to satisfy with the existing company? (YES/NO) 20) Any suggestions to improve our customer care and relationship? If any: FINDINGS 1. 87 .

After my survey I observed that there are many dealers dealing with PRAGA TOOLS because of its best qualitative goods.2. Most of the dealers are stocking Praga tools. 4. The customers opinion is that T. 3. 5. After my survey I found that most of the customers feel that PRAGA TOOLS price is high camper to other brands.Radio and Flex boards are suitable Media For giving tools advertisements. Quality is the major influencing factor for the customer in purchasing tools. 6. SUGGESTIONS  Highly qualified engineers are required to be appointed. 88 .V. 7. Most of the customers feel that advertising play a important role for improving The tools sales. Maximum no of customers expressed that the quality of the PRAGA TOOLS are good.  Do change the machines as per customer requirement. 8.

BIBLIOGRAPHY TEXT BOOKS S.  More discounts and offers are to be given to the retained customers.  Company needs to usage the space in proper way. To competitors the present market more promotional strategies are required.  Doing well in surface grinding.NO AUTHOR’S NAME NAME OF THE TEXT BOOK 89 .  Distribution channel is required to be widened. machines.  Social benefits are also required to implement to improve its product awareness.N.  Technology of the machines should be improved.  Company need to maintain Technology Up gradation.  Company need to reduce the idle time of the both machine and work force.  To concentrate more on C.  Company need to maintain customer database management ant ERP systems.C.  Staff should be made aware of the present marketing strategies.  Financial benefits to the customers are too provided in order to retain them.

BERI DAVID L.learn marketing.praga tools.org www.DELLABITTA WEBSITES S.org Marketing@Praga tools.com 90 .NO 1 2 3 SITES www.LOUDON PRINCIPALS OF MARKETING MARKETING RESEARCH & RESEARCH METHODOLOGY &ALBERT CONSUMER BEHAVIOUR J.1 2 3 KOTLER ARMSTRONG G.C.

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