GUIDED BY: Mr. Rahul Arora

SUBMITTED BY: Abdul Shahid Altab Husain

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This is to certify that the Project Report entitled







submitted for



Shahid & Altab Husain
fulfillment of MMM degree from

the partial





Research Pune is a bonafide presentation under
my guidance and supervision. I wish them the best of luck for future.

Guided By
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I hereby declare that this Project Report entitled “TO ANALYSE THE CONSUMER BEHAVIOUR AND CUSTOMER

SATISFACTION ABOUT PRODUCTS ” in Bhilai Steel Plant has been conducted by me and this is my original work and this has not been submitted by me for the award of degree or diploma.

Date : Altab Husain Place : PUNE

Abdul Shahid & SIMIR,

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.) for giving invaluable inputs as well as moral support which helped us in successful completion of the project report.P.ACKNOWLEDGEMENT I take this opportunity to thank all the respected once without whose support this project could have never been completed. I would also like to thank all the employees of Marketing and Strategic Planning Department of Bhilai Steel Plant who has been associated directly or indirectly with this project and helped us in getting this present form.S. B.62 - .P.Devendra Shrivastava(AGM M&SP B.) for being our industry guide & sparing his valuable time to undertake this project and giving us real industrial exposure in such a reputed organization. I would like to thank Mr Rahul Arora (Manager M & SP dept.S. I am extremely grateful to Mr.


. productivity. India after independence the builders of modern India worked with a vision .62 - . Vision of SAIL “To be a respected world class corporation and the leader in Indian steel business in quality. profitability and customer satisfaction”.INTRODUCTION COMPANY PROFILE Background & History: SAIL traces its origin to the formative years of an emerging nation. The president of India held the shares of the company on behalf of the people of India. Hindustan steel private limited was set up on January 19.to lay the infrastructure for repaid industrialization of the country. 1954. The steel sector was to propel the economic growth.

Bokaro. The 1MT phase of Durgapur Steel Plant was completed in January 1962 after commissioning of the wheel and axle plant. It moved to Calcutta in July 1956 and ultimately to in December 1959. The second phase of Bhilai Steel Plant was completed in September 1967 after commissioning of the wire rod mill. On this basis the concept of creating a holding company to mange inputs and outputs under one umbrella was mooted.6MT.was commissioned in February 1968.62 - . For Bhilai and Durgapur steel plants the preliminary work was done by the iron and steel ministry from April 1957.2000 Cr. Durgapur. the supervision and control of these two steel plants were also transferred to Hindustan steel. The 1MT phases of Bhilai and Rourkela Steel Plants were completed by the end of December 1961.the tandem mill. 1972.8MT at Rourkela and 1. The registered office was originally in New Delhi. The policy statement was presented to the parliament on December 2. And the 1. Rourkela and Burnpur . The crude steel production of HSL went up from 158MT (1959-60) to 1. Holding Company The ministry of steel and mines drafted a policy statement to evolve a new model for managing industry. The company incorporated on January 24.8MT phase of Rourkela . 1973 with an authorized capital of Rs.7MT in 1968-69 and subsequently to 4mt in 1972-73.Expanding Horizon (1959-1973) Hindustan Steel (HSL) was initially designed to manage only plant that was coming up at Rourkela.6MT at Durgapur the total crude steel production capacity of HSL was raised to 3. This led to the formation of Steel Authority of India Ltd. A new steel company Bokaro Steel Limited was incorporated in January 1964 to construct and operate the steel plant at Bokaro. was made responsible for managing five integrated steel plant at Bhilai.5MT stage at Bhilai 1.6MT stage of Durgapur Steel Plant was completed in August 1969 after commissioning of the furnace in SMS thus with the completion of the 2. The last unit of the 1.

Economic collaboration is one of the first 3 integrated steel plants set up in 1955. The total turnover of the company was an all-time high of Rs. 17069. during FY09 with a contribution of Rs.6 Cr. Since its inception SAIL has been instrumental in laying a sound infrastructure for the industries development of technical and managerial expertise. Long before one comes to Bhilai one is forcefully conscious of it. It has triggered the secondary and tertiary waves of economic growth by continuously providing the inputs for the consuming industry. “To record my impressions of this visit is not easy. Its strength has been the diversified range of quality steel product catering to the domestic as well as the export markets and a large pool of technical and professional expertise. SAIL Today Sail today is one of the largest industrial entities in India. This plant is presently working with a 4MT capacity per year. 48681 Cr. In 1978 SAIL was restructured as an operating company. 6175 Cr for FY09. for Bhilai is one of those places which have become embedded in the national consciousness as significant symbol of new age in India.62 - . SAIL also recorded PAT of Rs. Today the accent in SAIL is to continuously adapt to the competitive business environment and excel as a business organization both within and outside India.the alloy steel plant and the Salem Steel Plant. from Bhilai Steel Plant. BHILAI STEEL PLANT Bhilai Steel Plant in Durg district of Chhattisgarh – a symbol of Indo-Soviet techno. still. the impact of a .

The sintering plant comes next as it produces the feed for the blast furnaces. Thus SAIL. repair shops. The steel plant has generating capacity of 86mw. The main source of electricity is Korba about 250km away. water treatment and water works. Of power through their power plants to meet emergency loads in case of interruption in supply from CSEB. In addition there are other vital units such as the power plant. The water source of the plant is the Tandula irrigation system together with the Gandhi and Kharkhara water reserves. The plant also owns quarries at Hirri situated near Bilaspur for Dolomite. The plant owns and manages the mechanized and manual iron ore mines at Dallirajhara. In an integrated steel works productions processes follow one another in sequence. were transferred to SAIL and they become wholly own subsidiaries of SAIL. situated about 100km to the south and mechanized and manual lime stone mines at Nandini about 25km to the north of the plant. BSP is an ore based plant. (Steel Authority of India Ltd) was incorporated on Jan 24th 1973. In 1956 the Management of Bhilai was vested on the Hindustan Steel Ltd. The requirement of all principal raw materials excepting coal and managers ore is met from the captive mines of the plants. decided to form a holding company during 1972. 1957. the internal rail transport and .visit and personal acquaintance with its manifold activities is great and a portrait of the India of future “ .said by Jawaharlal Nehru. foundry. on a visit to the site of Bhilai Steel Plant on December. steel making and rolling assume significance. Thus coke ovens normally assumes the place among major units it contribute the vital coke for hot metal production. to improve the functioning of steel industry govt. All shares held by the president of India in the steel co.62 - . Therefore iron making.

ingot mounding & rolling in mills of established repute. The chief executive at Bhilai is the Managing Director (MD) who is in overall control of all the operations of the plant.62 - . Japan. ISO CERTIFICATE FOR DIFFERENT BRANCH January 1994: ISO: 9002 Certification for SMS II & plate Mill. BSP had adopted the technology of production which was then current abroad in the mid fifties. 1959 and steel making commenced in Oct. The new units now incorporate the latest technologies including computerized operation and sophistication in facilities. The plant has a result oriented approach to work. It had gone for the conventional route of steel making by the open-heart process. South Korea and Iraq. The plant is engaged in the production of hot metal.others which have each a significant role and contribute to the main stream of production of iron and steel. this was taken as an opportunity for going in for oxygen furnace steel making and continuous casting. Australia. township and the mines. ingot steel & saleable steel. . New Zealand. Bhilai entered the export market in 1959-60 with the export of pig iron to Japan and today it is exporting to USA. France. The 4MT expansion was based on product diversification. Bhilai has around 42158 employees. The production of iron commenced in Feb 4. pig iron. 1959.

Jan. 199394. 1996-97. 2003-04 and 2004-05 had been awarded to Bhilai Steel Plant of Steel Authority of India Ltd. July 25. Blooming & Billet Mill & Rail & Structural Mill. COMPANY PRODUCTS – SAIL(BSP) . July 23. 1997-98. 1997: ISO: 9002 Certification for SMSI. 1995-96.62 - . 1998: ISO: 9002 Certification for recommendation of coke oven and Blast furnace. THE BEST INTEGRATED STEEL PLANT The prestigious prime minister’s trophy for the best integrated steel plant in India for the year 1992-93. 1997: ISO: 9002 Certification for Merchant Mill & Wire Rod Mill. 24.

Channels 2. Rods 4.SEMIS 1. Crane Rails 3. Angles c. Fertilizers 2. Rails OTHER PRODUCTS 1. Wire Rods FLAT PRODUCTS 1. Plates RAILWAY PRODUCTS 1. Coal Chemicals 3. Billets. Pig Iron INTRODUCTION OF MARKETING DEPARTMENT . Slabs LONG PRODUCTS 1.62 - . Blooms. Beams b. Structurals a.

Functions of Marketing Department • To monitor the orders issued by CMO so that these orders fulfilled in time. 1. It deals with the activities of marketing of prime products and secondary products etc. . Marketing of secondary product and coal chemicals are done directly by sale of product by SAIL (BSP) marketing of these products are conducted by various sections by marketing department of Bhilai Steel Plant through e-Auction process. Marketing of prime product where activities are cocoordinated by central marketing organization.Marketing Department of Bhilai Steel Plant is known as marketing and strategic planning department. 2. The marketing is done in two ways. Marketing Department of SAIL (BSP) divided under various sections as:• • • • • • • • • is being Market Development and strategic planning Secondary product Coal chemicals Merchant mill Wire rod mill Rail and structural mill Billet and bloom mill Plate mill Export.62 - .

Works Visit note on the functioning of Marketing & Strategic Planning Department Of Bhilai Steel Plant Marketing & Strategic planning department of BSP acts as an interface between Plant & CMO for Co-coordinating marketing activities with CMO for sale of prime products. .• Coordinate with CMO underutilized mill. The activity frame work is given below in Fig-1 Key Activities of M & SP deptt. to get orders for an • To sell the entire secondary product directly i. Apart from this.e. it also carries out direct sale of secondary products and by-products generated in plant.62 - . directly by SAIL (BSP).

quality-wise supply capability of plant and the .62 - . profile-wise. 1. monitoring and review as well as the CSI review and complaint handling are co-ordinate through M & SP department as detailed below. month-wise sales plan is worked out based on the actual demand indication from CMO.Co-ordination with CMO/ITD for sale of Prime Products Direct Sale of Secondary/by products Sales Planning Order Mgmt Key A/c Mgmt Complaint Handlin Secondar yI&S items Coal Chemical.sl ag. order management. The plan takes into account the product-wise. (a) Making Sales Plan: Although annual sales plan is made in the beginning of the year based on the demand projection by MRG/CMO. Misc items Fig-1 I) Prime Product Area: The various activities in prime product sale namely finalizing monthly sales plan . The plan is finalized in the sales co-ordination meeting jointly with CMO representatives from different regions. Fertilisers Granu.

The process of “Order Processing and Delivery” of BSP products is given in Fig -2. IT is the key enabler of the process. RCL. compiled and documented and compared with Technical Delivery Conditions (TDC). Special / Customised orders: In case of special orders. Plate enquiry committee examines the feasibility of acceptance of orders in terms of size. Customers’ requirements are clearly understood. SMS-II. a separate protocol is made which is the quality plan for that order from steel making to dispatch. Standard order with special conditions: The accepted special conditions are mentioned in the steel order and rolling program so that they are communicated down the line and the customer requirements are taken care of. (b) Order Management: It is one of the structured and core processes with logistics managed by Dispatch co-ordination/ Traffic department. Based on the TDC. • • In case of flat products. the orders are classified as: • Standard orders: Standard orders are executed as per the laid out quality plan from steel making to dispatch. PPC and M&SP departments. TDC and other requirements of the customers and confirms the delivery schedule. 1.most productive/profitable product mix in demand is finalized. Protocol and TDC together ensure delivery of customised products. . grade of steel.62 - . All export orders are treated as special orders. each order is examined before its acceptance by a cross-functional team comprising of executives from Plate Mill.

Order Review Mechanism: Review of status of availability of orders and planning for heat making is done on daily basis. which are primarily standard products. Testing (RCL) Rolling (Shop) Shipping Bay Fig-2 As regards long products.62 - . Review of plate order fulfillment (from heat making stage to dispatch of material) on weekly basis is done by head of Plate mill along with representatives from all concerned . SMS-2 & RCL. SMS1. it is done by PPC (Programming) in consultation with Plate Mill. For long products. planning of heat making and review of daily performance is done by head of BBM in association with representatives from finishing mills.Custo mer Branc h SR M Market ing PPC Heat making /production Planning Documents Dispatc h (Rail/Ro Order processing cycle Inspection. Timely delivery in line with the customer’s requirement/commitment is planned in the daily dispatch co-ordination meeting in which SRM is present from CMO for deciding the destinations for rake dispatches. For plates. Orders are provided by CMO as per the commitment against which supply is made to the desired destinations. RCL and PPC. campaign rolling is done for various profiles and qualities as per demand projection by CMO in the sales co-ordination meeting.

(c) Key Account Management: BSP is continuously striving to improve customer sales and service relationship through creativity and innovations.62 - . Quality related issues and fulfillment of special steel orders/ committed deliveries are reviewed by ED (Works) on weekly basis. For plate orders which cannot be serviced due to any constraint.Physical & Chemical etc. If felt necessary. They personally interact with the customers. Regular follow-up on sales and services is done by the Key Account Managers and feedback is sent to the plant to take corrective action. meeting of plant experts are also arranged with customers to solve their problems. wherever required. . Plant leadership is in regular touch with RMs and EDs in CMO and appropriate actions are taken by Plant / CMO to enhance customer satisfaction by organizing customer meets in the different regions with all important/key customers for improvement action at plant. The Regional Managers (RMs) of CMO posted in all 4 regions also keep a close watch on product and services provided to the customers of their respective region. revised delivery schedule is worked out and communicated to the customer through SRM.agencies. This system provides the customer a single window support through KAM and a strong responsive system at the plant to take care of his needs. Categorising customers into National Key Accounts and Branch Key Accounts and making individual Key Account Manager accountable for each Key Account customer is one of the major initiatives taken in this direction. The various parameters on which customer satisfaction index (CSI) is received and monitoring and reviews are made at plant level on monthly basis includes: 1) Quality of product. The system has been further strengthened by identifying Plant Information Coordinator (PIC) and Plant Account Coordinator (PAC) from senior level executives of BSP.

The CSI is reviewed at plant level every month by PAC and PIC every month along with concerned shop personel and SRM and by GM (M&SP) on quarterly basis. CSI Improvement Process Key Customer Key a/c Mgr CSI Reports SRM Check for Improvement SRM SRM PIC/PAC (BSP) Corrective Actions Reviews . A flowchart of CSI monitoring and review process is given in Fig-3. the rating given by customer based on his perception on the product and service received. Suitable corrective actions are formulated and implemented to enhance the customer satisfaction level . adherence to delivery schedule.Performance of cross functional teams In the CSI measurement process. information on order status.62 - . 3) Service.2) Delivery – Lead time. The weightage given for different parameters is decided by the customer himself depending on the importance of the parameter for him.

• Our Export market is catered to by International trade Division • . analysed and reported Management Review meeting held quarterly.62 - . (d) Complaint Reddressal Mechanism: Apart from taking regular feedback from the customers on our products and service. Central Marketing Organisation (CMO) is our partner for marketing of our products. This is a closed loop system where the customer is given the feedback on the corrective action taken at plant to avoid recurrence of the problem. The complaint data are systematically compiled. during surveillance audits. In reaching out to customer. The procedure for taking corrective / preventive action is audited for checking its effectiveness regularly by Internal Quality Auditors during scheduled Internal Quality Audits as well as by the auditors from M/s LRQA. Warehouses and Customer contact offices.Fig-3 1. our certifying agency for ISO: 9001 QMS. The network of CMO includes Branch Sales Offices. there is also a well documented and structured customer complaint handling procedure which is given below. This network is supported by a strong network of SAIL dealers to ensure Bhilai steel reaches even in the remotest areas of our country.

The material is offered in different lot sizes in metal junction’s internet platform. (a) Secondary Iron & Steel Products. At present.M & SP department facilitates in effective implementation of various strategies adopted by BSP in enhancing customer satisfaction that are enlisted below. Plant carries out Sale of secondary iron & steel products primarily through Online Forward auction (OLFA) through Metaljunction. . OLFA system ensures participation from wider customer base. are cleared for sale and the highest bidder amongst the participants where H1 price is above reserve price gets the offer to buy the material in line with the guidelines.62 - . competitive pricing as well transparency. The lots.com as per the corporate guidelines. Maximising Value added products. Key Account Management  Internal customer satisfaction Quality Improvement Customer service through IT Partnership with customers        1. for which the prices are more than the reserve price.  Market segmentation New product development Customisation.

The various major products sold from CCD are detailed below: Benzene Toluene Xylene Solvent Oil Still Bottom Oil Hy Benzol Anthracene oil HBO/DPO/DNO Ammonium sulphate Crude Coal Tar Granulated Pitch SM pitch Wash oil Hy Creosote Oil Light Creosote Oil Light OIl Sodium Phenolate .62 - . Fertilizers Coal chemicals are produced from Coke oven gas by the fractional distillation process in the Coal chemical division. (b) Coal Chemicals. These materials are sold both to local/outside customers. These products are required to be liquidated in time due to limitation in the storage as well as the explosive nature of the product.2.

Cinder. Lime sludge Industrial gases etc are sold through On Line Forward Auction (OLFA)/Fixed price sale modes. Bihar etc. For secondary products/by-products. Maharashtra. • Other customers also buy through fixed price sales mode. Dynamic pricing system is adopted for these products as per the market trend. The products are used in Chemical industry/ Dye Industry/ Aluminum industry etc.(d) Misc / Non Ferrous Items • Misc/Non ferrous items viz.62 - . Ammonium sulphate is sold for agricultural sector to different states namely Chhattisgarh. Andhrapardesh. 2.(c) Blast Furnace Granulated Slag • Mostly sold through long term contracts (MOUs).Presently both Fixed price and OLFA mode are being adopted for sale of these products. 2. . used refractory brick bats. interaction is held on regular/continuous basis for reddressal of marketing issues. The dispatches are done both by Rail and Road. raised by the customers. which has got a large no of local customer base. if any. Madhyapradesh.

headquartered in Kolkata. handles dispatch of export consignments and import of coking coal and other material through four port-based branch offices. CMO’s International Trade Division (ITD) in New Delhi handles exports. wheels/axles for rail coaches and wide plates. maintaining close liaison with buyers abroad. only SAIL manufactures certain items such as rails. ITD has helped establish SAIL's reputation as the supplier of superior steel products in over 30 countries around the globe. As a result. enabling it to service several niche markets. The Transport & Shipping Division of CMO. Besides. SAIL's strength lies in its being the largest steel producer with a wider product range than any other domestic steel maker. headquartered in Kolkata. is India’s largest industrial marketing house.62 - . SAIL's market-oriented product mix is . it remains the only company able to service a combination of requirements from a large customer base within a shorter time frame. It generates home sales through a countrywide network of four regional offices. Meeting around a third of the country's requirement of saleable steel (including semi-finished steel). The company is also among the select few manufacturers of API grade steel in the country servicing the stringent demands of the oil & gas transportation sector. 44 branch offices. customer contact offices and authorized dealers. and stockyards with mechanized material handling systems.CENTRAL MARKETING ORGANISATION The Central Marketing Organization (CMO) of SAIL. 48000 Cr. Strengths and Strategies SAIL is the market leader in the Indian steel industry with a sales turnover exceeding Rs.

SAIL has been an active and steady supplier in this and the related fabrication segment. SAIL has been constantly updating its production processes and facilities to accommodate the changing demands of the Indian Railways for ensuring higher levels of safety during rail travel. higher than any other segment. SAIL is ideally positioned in this sector. and the penetrative marketing network offering application engineering and prompt after-sales service. wire rods. The Railways’ entire requirement of track materials is met by the company. enabling SAIL to maintain a large and loyal customer base.complemented by a basic marketing philosophy which rests on value generation: • Extensive customer contact • Key account management • A segment-wise approach • Delegation of decision making authority to experienced field executives • Close monitoring of order servicing • Attention to customer services • Customer satisfaction This strategy has paid immense dividends over the years. Customers in the majority of steel-consuming sectors prefer SAIL for the ready availability of its wide product range. Offering a variety of products – rounds. hot/cold-rolled sheets and galvanised sheets – comprising a complete steel package for project managers. capability of delivering high volumes. Segments serviced Leading the steel-consuming market segments being serviced by SAIL is the construction segment which accounts for around a third of the country's total steel consumption. plates.62 - . wagons and locomotives in the country. . The Indian Railways are the single largest customers of SAIL. Huge quantities of SAIL steel are also consumed by the manufacturers of railway coaches. thermo-mechanically treated bars. Structurals.

First among these is the reorientation of the entire marketing workforce into two product-based groups – flat and long. SAIL has appointed Authorised Dealers across India. and to ensure that a customer receives focused attention from marketing personnel specialised in the particular product area. SAIL also supplies cut-to-size steel materials to its customers from its newly-promoted Service Centre at Bokaro set up as a joint venture. the company has introduced some measures for total customer satisfaction. Major customers are also provided assured services like door delivery of material. A Key Account Management system has also been introduced to provide superior quality of service to major customers. even at remote locations. . These experts. SAIL has posted its application engineers in key locations to provide customers with the benefit of on-site demonstrations of material usage and technology transfer packages. so that quality steel products – particularly Galvanised Sheets and TMT Rebars – can reach the furthest corners of the country. combining metallurgical knowledge and marketing skills. This has been done in order to achieve closer interfacing and coordination with both customers as well as the steel plants.62 - .Specialised Customer Care While the overall marketing efforts of SAIL focus on the customer. Every such customer receives single window support services from key account managers appointed at the branch and regional levels. play a key role in solving application problems for customers. Keeping in mind the requirements of customers who want small quantities of steel.

PRIMARY PRODUCTS Primary Products are main products of SAIL (BSP). Most of the revenue of the company is generated through these products. Primary products basically include: • Blooms. Angles. Slabs • Beams.62 - . Channels • Crane Rails • Rods • Wire Rods • Plates • Rails Primary products are mainly classified into two groups: . Billets.

1. Delivery and Service) which is known as Customer Satisfaction Index (CSI). Angles. Flat Products • Long Product includes – Beams.62 - . Rods. (Format of Customer Satisfaction Index Feedback Form is attached in the Appendix) MAJOR COMPETITORS PRODUCTS • TATA STEELS • JINDAL STEELS • UTTAM STEELS • SR STEELS • RINL OF SAIL IN PRIMARY . • Flat Product includes – Plates SAIL is having a tool for measuring the Satisfaction level of the customers with respect to some factors (Quality. company is taking the feedback on the above mentioned factors for every purchase with each and every customer of Primary Products. Crane Rails. Channels. To measure the Customer Satisfaction Index. and Wire Rods. Long Products 2.

58 91.42 91. .77 88.03 94. • In case of Delivery. 2007-08.25 92.62 97.44 84.22 QUALITY DELIVERY LONG PRODUCTS QUALITY DELIVERY 92.85 93.89 92.44 98. the satisfaction level of customers of Long Products for Delivery has increased but the customers of Flat products are not satisfied with Delivery process of SAIL (BSP).89 87.22 99.42 SERVICE AVERAGE 93.50 98.70 95.06 95.62 94.41 93.50 94.22 91.62 - .63 85.06 AVERAGE 83.ANALYSIS OF CUSTOMER SATISFACTION INDEX FOR PRIMARY PRODUCTS The table below shows the average Customer Satisfaction Index for primary products (LONG Products & FLAT Products) for the last three financial years 2006-07.15 91.85 93.69 93.82 92.89 91.89 96.58 91.69 AVERAGE 2006-07 2006-07 2007-08 2007-08 2008-09 2008-09 AVERAGE AVERAGE QUALITY SERVICE 91.62 91.62 99.41 92.77 93.15 90.82 88.46 98.70 93.03 87.63 83.69 91.13 • From the above table.91 94.22 93.82 94.46 92.91 88.82 94.60DELIVERY 97.25 84.60 96.78 93. and 2008-09.76 93.69 SERVICE 88.76 85.13 AVERAGE 91.55 92.78 90. [ YEAR YEAR AVERAGE CUSTOMER SATISFACTION INDEX LONG PRODUCTS FLAT PRODUCTS QUALITY DELIVERY FLAT PRODUCTS SERVICE 92. it can be easily concluded that satisfaction level of customer for Quality has increased over a period of three years for the Long as well as Flat Products.55 98.

Analysis for Long Products (Graphs) 1. of Long Products for the period of three years.I. . C.I. in case of both Long & Flat Products has increased over the period of three years. Graph for average C.S.S.• Satisfaction level of customers for Service.62 - .

Above Graph shows the continuous improvement in Customer Satisfaction Index (CSI) for the period of three years. Delivery and Service over a period of three years for Long Products.62 - . 2. Graph showing the comparison of Satisfaction level of customers for different parameters like Quality. .

2006-07. .• Above graph shows that the Satisfaction level for Quality.e. Delivery and Service has increased over the last three years. • Satisfaction level for Quality and Delivery for the financial year 2007-08 was lower than that of the previous year i.62 - .

Analysis for Flat Products (Graphs) 1. Above Graph shows the continuous improvement in Customer Satisfaction Index (CSI) for the period of last three years.I. Graph for average C. .S. of Flat Products for the period of three years.62 - .C.S.I.

2. Graph showing the comparison of Satisfaction level of customers for different parameters like Quality. • Satisfaction level for Service in the year 2007-08 was lower than that of the previous year i.62 - .e. . Delivery and Service over a period of three years for Flat Products. • But the Satisfaction level for Delivery came down significantly for the year 2008-09. • Above graph shows that the Satisfaction level for Quality and Service has increased over the last three years. 2006-07.

• If. • While. we look the overall CSI output. Satisfaction level for Delivery decreased significantly. as the average CSI for Delivery is around 85-90% which is very less in comparison to Quality and Delivery (9296%) for both Long and Flat Products.62 - . in case of Flat Products. it can be concluded that Delivery is major concern for company which needs immediate attention. Delivery and Service for the Long Products are increasing continuously over the last three years. .OVERALL CONCLUSION • Satisfaction level for all the three factors Quality.

COMPLAINTS OBTAINED THROUGH CUSTOMERS REGARDING QUALITY.62 - . SERVICE AND DELIVERY Customer complaints regarding Quality • Poor quality of lamination • Off chemistry material • Problem of cracks in the products Customer complaints regarding delivery: • Invoicing problem. Customer complaints regarding services: • Poor performance of cross functional team. • Information of the order status. . • Loading of the materials in the wagon.

62 - . RECOMMENDATIONS AND STEPS TAKEN BY SAIL (BSP) FOR REDUCING THE FURTHER COMPLAINTS For improvement of Quality: • Increased inspection of finished products. For improvement of Delivery: .• Poor performance of Branch Sales office. • Delay in order confirmation. • Improvement in TMT bars according to customer requirements. • Key structured customer meet at branch level(every month) • Mason meets.

• No held up time. an email is generated which describes the invoice details. • Introduction of freight operating information system (FOIS): Through this every movement of the dispatched material is traced by all the branches through internet. • Rewarding the dealers. • Provision of Enterprise Resource Planning. For improvement of Service: • Intensify the dealer network: Covered almost all the districts in the country (623/625 in India). • Introduction of spot invoicing: Invoice is generated at the same time and at the place of dispatch so that delivery time gets optimised and reduces the unloading time at the customer’s place.62 - .M. .• Online service for invoice: From 2008-09 everyday at 6. • Improvement in wagon loading : o loading & unloading time is reduced and o Maximum uses of wagon capacity.00 P.

• After sales service: o Improving the invoice generation process. to handle the o Increasing the stockyards complaints quickly.62 - . SECONDARY PRODUCTS .

such product are termed as secondary product. Iron scrap. Defective/ Rejected slobs. Defective Rolled slabs from bloom and billet mill. Secondary section started functioning after the commencing of Bhilai Steel Plant. Blast furnace granulated slag. while shaping the prime product both end & sides are cut. these extra materials are also categorized as secondary product in SAIL (BSP) as they are re-rollable. Rod cutting. The secondary product section of the marketing department is solely responsible for the selling of secondary products and by products of SAIL (BSP). Plate mill end shearing.62 - . In every stage of production. Defective/ Rejected rails. Following items fall under the category of secondary products:• • • • • • • • • • • • • • • Defective Heavy blooms. Rails cutting. The defective plates are sold by Central Marketing Organisation (CMO) since December 2001. tender and fixed price sale. always there will be certain percentage of product which do not fit to the standard quality. in the course of manufacturing process. size & specification. The secondary products are sold by online auction sale. Defective billets/ billets cutting. Moreover. Spillage slag. Coal rejects. Bloom end cutting. . Coal chemicals. Plate mill side shearing.Scraps generated inside Bhilai Steel Plant are termed as secondary products. All the defective/ rejected items: this department except the rejected/ defective plates sells scrap.

Re-production of primary product from the secondary product requires re-melting it again for the required composition of the materials as per the desired specification.5 million-tonnes of capacity respectively arising of secondary products were limited and such arising were recycled for re-melting. It has also increased the small-scale industries and employment opportunities.Necessity Products” of Selling the “Secondary The net sales from all the secondary products. by products and co-products of SAIL (BSP) are around Rs. Therefore there was no scope for marketing in other words it was not economical. Profit is the main aim of every business and when the realization of these products for the finished products proves to be costlier the management plant decided to sell it to local market. By selling it to the different mills/traders/processors the plant earn a decent amount of money which is basically utilized as working capital for day-to-day spending. New technology has been adopted while increasing the capacity of the plant where by the use of arising for remelting drastically reduced. 1591 crores in FY09 which is quite more than money the big industries. . The plant capacity has been increased from 2.62 - . Marketing of Secondary Products During the seventies and eighties when the plant was one million-tonnes and 2. 1290 crores of money every year. By selling secondary products to the local market new industries are developed for re-rolling the secondary material to make finished product.5 million tons to 4 million tons in the late eighties. This has given more reasons for the marketing/selling of secondary products. Out of this steel scrap arising itself brings about Rs.

P.62 - . The company has engaged in educating them the use of secondary products for different kinds of end products for consumption of general public.S. Culture of customer service. COMMITTED DELIVERY:Achievement of the goals of 100% fulfillment of contractual obligation of delivery is important as customer must develop confidence that B. 1. There by the plant also has geared up its strategy towards this end. • Delivery of documents in time • Monitoring. 3. delivers in time. The concept of more employment in public sector enterprises has changed to more profit. Committed delivery. 4. CUSTOMISED PRODUCT MIX:. Competitive price. The plant for marketing has adopted following strategy following strategy.In the nineties we have seen lot of changes in the economic scenario of the country. 2. One of the strategies adopted by the plant for increasing the profit is marketing of secondary product. In the recent years a number of foundries and re-rolling mills come into existence throughout the country. Quick complaint settlement. To ensure this appropriate action is to be taken in the following areas:• Movement of scraps & other materials from plant to customers. These small-scale sectors need the “secondary product” as input raw material for their production. The plant extends all types of facilities and assistance to these small-scale units which in turn give scope for more employment opportunities.

has to ensure what type of materials are required by customer and supply the materials the customers needed. Competition from other steel products is likely to increase in the context of recent changes.P.Matching the product mix with the customer requirement is the key to the customer satisfaction. COMPETITIVE PRICE:Success in a competitive market depends on competitive advantage in terms of delivery & price. This can be achieved only through continuous cost reduction & improvement in pricing policies.62 - .S. QUICK COMPLAINT SETTLEMENT:- In this context the complaint from the customer comes to the Branch Sales Office (BSO) where it is handled in two phases: . B.

Immediately on migration. Metal junction has become a member of many associations and societies and has picked up leading certifications.• In the first phase. rock-solid processes and performance. Research & Complaint laboratory & concerned shop. re-rollers and end-users have placed their confidence on metal junction because of the operational efficiency. Then the required preventive/corrective actions are taken. The buyer community of 5400 plus buyers comprising traders. INDUSTRY ACCREDITATIONS In its quest for business excellence.62 - . to the metal junction online process. About www. some of which have been represented here: • • • • Nasscom CII IIMM QMS INNOVATION REWARDED . fabricators.. transparency and equal access that the platform provides.000 tonnes per month. having sold over 4 million tonnes of steel for its clients and currently selling at an average rate of 150. the minor complaints are solved by the concerned Application Engineer. Metal junction's clients have experienced significant benefits on migrating to online selling.metaljunction. • If the complaint is complicated then it is known as Registered Complaint and is solved in second phase where it is solved by the M & SP department & a meeting is conducted by the M & SP dept. from their traditional sale process. besides ISO 9001:2000. their price realizations increased by up to 23%.com Metal junction is now the largest e-marketplace for steel in the world.

West Bengal and even Guwahati. — Theodore Levitt At Metal junction. continual innovations have succeeded in adding value to the customers as well as had a positive impact on the socio-economic progress of the nation as a whole. Chennai. Orissa. Increased productivity. efficient and transparent manner anywhere in the country. Value added services like inspection and finance . Hyderabad. the company has come up with ground-breaking innovations in every function. reduce costs and increase profitability. Metal Junction constantly strives to ensure that our buyers remain not more than a click away from fulfilling their steel requirements. NCR. 2. technology or administration. 3. so is innovation the vital spark of all human change. steel consumers whether small or large. Kanpur. BENEFITS FOR BUYERS With e-Sales process. Metal junction has had clients from Mandi Gobindgarh. Besides having helped the company to improve the processes. are assured of the quality delivered to them in the most simple. Coimbatore.Just as energy is the basis of life itself and ideas the source of innovation. 4. customer care. Bhilai. Raipur. improvement and progress. be it operations. Transparent pricing based on current market situation. No time wasted in negotiations with company executives. innovation is a way of life and over the years. Buying steel on Metal junction brings the following advantages: 1. Ludhiana. Bangalore. Gujarat.62 - . totally free of bias. Mumbai.

The internet increases the reach of the companies in discovering new buyers. primarily the internet. In addition to this the efforts have played a pivotal role in initiating major improvements in the supply chain management process by introducing three distinct product market segments: • • Commoditized Steel products Branded Steel Products . which in turn bring about quicker realizations. Transparency across the supply-chain. FORWORD AUCTION Metal Junction is now the largest e-marketplace for steel in the world. Increased Reach 3. 4. Metal junction has brought in about marked improvements in the steel Supply Chain Management through: 1. Efficiency in process 2. Metal Junction provide the steel companies an opportunity to cut costs and at the same time increase revenue and enhance margins.000 tonnes per month! By using technology.62 - . Under the aegis of Metal junction the companies have successfully sold over 4 million tonnes of steel for Metal Junction’s clients and are currently selling at an average rate of 150. Lower costs to buyers through dis-intermediation. Increased reach enabled Companies to discover new buyers for their products and increased discovery of new buyers over the Internet had a significant impact by increasing realizations considerably.BENEFITS FOR SELLERS Metal junction not only offered the steel companies the opportunity to cut costs but also to increase revenues and enhance margins.

In forward auctions buyers compete with each other by placing bids for the goods to be sold. financing and logistics stages the auction tools help enterprises realize their sales and procurement goals with considerable cost savings.• Build to Order Steel Products WHAT IS AN E-AUCTION? Auctions are common in markets where the goods sold are valuable (like art) or when their prices can't be easily determined. Metal junction has pioneered the concept of e-Auctions for steel by moving the entire process of auctions to the Internet. PRIMARY RESEARCH OBJECTIVE To analyze the consumer behaviour and customer satisfaction about products of SAIL (BSP). With state-of-art technology and unique services to support buyers and sellers in the decision making. RESEARCH PRODUCTS DESIGN FOR SECONDARY Step-1: Define the Research Problem. SECONDARY RESEARCH OBJECTIVE . Such auctions are called forward auctions.62 - . The process of an auction aims to find a fair price for the goods by identifying buyers who need them the most.

Select Sampling Unit.  Questionnaire Step-4: Selection of the Sample. o The local customers of secondary products would be considered as the representatives of the population. 2.• To understand the buying pattern of local customers of SAIL (BSP) for secondary products. • To understand the major factors which influence the buying behaviour.62 - . so our population will consist of all the customer of BSP. • To understand the loopholes of the marketing process of SAIL (BSP). Defining the Population. o As our topic of research is to study the sales of secondary product. Specifying Sampling Frame. Step-2: Selection of the Data Collection Method. 1. 3. . • To understand the impact of competitors in the sales of SAIL (BSP).  Depth Interview  Secondary Data Step-3: Selection of the Measurement technique.

o Companies of Local Area. 4. Selection of sampling method. o Nonprobability Samples (Judgement Samples). 5. Determination of Sample Size. o The questionnaire was filled up by approximately 30 customers located at the city of Raipur and Bhilai. 6. Select the Sample.

Step-5: Analysis of Questionnaire.

Step-6: Preparation of Research Report.

- 62 -


Respon se % of Resp.

Respo nse % of Resp.

Respo nse % of Resp.

Respo nse % of Resp .

Respo nse % of Resp.

Most importa nt Importa nt Somewh at Importa nt Less Importa nt Least Importa nt TOTAL

9 7 12

30.00 % 23.33 % 40.00 % 6.67 % 0.00 % 100. 00%

21 8 1

70.00 % 26.67 % 3.33%

0 16 10

0.00 % 53.33 % 33.33 % 13.33 % 0.00 % 100. 00%

0 2 2

0.00 % 6.67 % 6.67 % 63.3 3% 23.3 3% 100. 00%

0 0 2

0.00 % 0.00 % 6.67 % 16.67 % 76.67 % 100. 00%

2 0 30

0 0 30

0.00% 0.00% 100.0 0%

4 0 30

19 7 30

5 23 30

1. Rate the following factors that influence your choice of vendors. (1 - Most important, 2 – Important, 3 – Somewhat Important, 4 – Less Important, 5=Least Important)

- 62 -

INTERPRETATION • The above graph shows the preference of factors which influence their purchase decision. The preferences are as follows∗ ∗ ∗ ∗ ∗ Most Important - Quality Important - Delivery Somewhat Important - Price Less Important - Service Least Important - Availability

2. How much you are satisfied with – (1 - Satisfied, 2 - Somewhat satisfied, 3 - Neutral, 4 Somewhat Dissatisfied, 5 - Dissatisfied)
Satisfie d Somewh at Satisfie d Neutral Somewh at Dissatisf ied Dissatisf ied TOTAL

Respon se % of Resp.

Respon se % of Resp.

Respon se % of Resp.

Respon se % of Resp.

Respon se % of Resp.

2 14

6.67 % 46.67 % 40.00 % 6.67 % 0.00 % 100. 00%

11 15

36.67 % 50.00 % 13.33 % 0.00 % 0.00 % 100. 00%

0 6

0.00 % 20.00 % 40.00 % 40.00 % 0.00 % 100. 00%

0 16

0.00 % 53.33 % 43.33 % 3.33 % 0.00 % 100. 00%

11 16

36.67 % 53.33 % 10.00 % 0.00 % 0.00 % 100. 00%

12 2

4 0

12 12

13 1

3 0

0 30

0 30

0 30

0 30

0 30

- 62 -

YES. ∗ But the major concern here is with Delivery (as only 20% are somewhat satisfied and 40-40% customers are Neutral and Somewhat Dissatisfied). Are you able to get the timely information about the e-Auction process? (1 .00% INTERPRETATION .67% 100.NO) Rating 1 2 TOTAL Response 28 2 30 % of Respondents 93. 3.INTERPRETATION • The above graph shows ∗ The customers are satisfied with Quality & Availability.33% 6. ∗ Somewhat Satisfied with Service & Price.62 - . ∗ None of the customers are fully dissatisfied. 2 .

33% 10. 2 .00% 0.Dissatisfied) Rating Satisfied Somewhat Satisfied Neutral Somewhat Dissatisfied Dissatisfied TOTAL Responde nt 8 19 3 0 0 30 % of Respondents 26.62 - . 4 Somewhat Dissatisfied.Somewhat satisfied. 3 .00% 100.Neutral. 5 .Satisfied. 4.00% 0.00% . How much are you satisfied with the process called “e-auction” for purchasing the secondary products? (1 .67% 63.33% of customers are getting timely information about the e-auction process.• The above graph shows that the communication process for conducting the e-auction process is very good (as 93.

5. 2 .67% 56. How much you are satisfied with the EMD money process? (1 .Somewhat satisfied.62 - .00% 100.Dissatisfied) Rating Satisfied Somewhat Satisfied Neutral Somewhat Dissatisfied Dissatisfied TOTAL Responde nt 2 3 8 17 0 30 % of Respondents 6.33% customers are satisfied and somewhat satisfied. 4 Somewhat Dissatisfied.67% 10. respectively with the e-auction process).00% 26.67% 0.Satisfied.67% and 63. 3 .Neutral. 5 .INTERPRETATION • Above graph shows that customers are satisfied with the e-auction process for the purchase of secondary products (as 26.00% .

INTERPRETATION • Almost more than half (56. 6.67% are neutral and only 16.00% 0.Somewhat satisfied.Satisfied.00% 50.62 - .67%) of the customers are not satisfied with the EMD money process.00% 100. 3 . 5 .00% • 26.00% 10.Dissatisfied) .How much you are satisfied with the knowledge of SAIL (BSP) executives? (1 .00% 0.67% of the customers are satisfied with the EMD money process. 4 Somewhat Dissatisfied.Neutral. 2 . Rating Satisfied Somewhat Satisfied Neutral Somewhat Dissatisfied Dissatisfied TOTAL Responden t 12 15 3 0 0 30 % of Respondents 40.

00% 100. 6.Somewhat Dissatisfied. 2 . 3 . • Only 10% are neutral and none are dissatisfied.00% 0. How much you are satisfied with the behaviour of SAIL (BSP) executives?(1 .62 - .00% 0.INTERPRETATION • Above graph shows that most (90%) of the customers are satisfied with the knowledge of the executives of the SAIL (BSP).Neutral.67% 30.00% .33% 66.Satisfied. 4 . 5 Dissatisfied) Rating Satisfied Somewhat Satisfied Neutral Somewhat Dissatisfied Dissatisfied TOTAL Responden t 1 20 9 0 0 30 % of Respondents 3.Somewhat satisfied.

67% 63. 7. • 30% are neutral. 2=NO Rating 1 2 TOTAL Response 11 19 30 % of Resp.62 - . Would you like to avail transportation facility from SAIL (BSP)? (1 = YES.00% .33% 100. 36.INTERPRETATION • Almost 70% of customers are satisfied with the behaviour of SAIL (BSP) executives.

So. the research shows that there are not much and big .Any other companies from where you buy your products? INTERPRETATION The response of the above question gives us the knowledge of level of competition.62 - . so most of the customers are not interested in availing the transport facilities from the SAIL (BSP). 8. as only 37% are interested in transport facilities provided by the company.INTERPRETATION • As most of the customers of Secondary Products are using their own vehicle for transporting the material from SAIL (BSP) which is quite cheap than that of SAIL (BSP)’s transporting facilities.

 Jaiswal Traders  Hira Steels  Narwa Steels  Jai Aambe Metal Works  Ispat India Ltd.Ispat  Vinayak Traders  Sai Chemicals Pvt. Few of them are:  Jindal Steels  Bhushan Steels  NIICO  Monet Ispat Pvt.Competitors of SAIL (BSP) for secondary products).  Top Worth  Nivi Steels  Power Pack  R.Ltd. . Ltd.R.62 - .

• Customers are satisfied with the knowledge and behaviour of SAIL (BSP) executives. • Most of the customers are not satisfied with the EMD money process.62 - . Delivery & Price. Availability. Service.CONCLUSION:• The major factors for the purchase decision of the customers are Quality. • Customers are happy & satisfied with the e-auction process for purchasing of secondary products. but not satisfied with the delivery process of SAIL (BSP). • Customers are satisfied with Quality. • Communication process of SAIL (BSP) is good as most of the customers are satisfied with the timely information about e-auction process. • Most of the customers did not require the transport facilities provided by SAIL (BSP). .

which will ultimately increase the selling price of the products. like delivery of the products is one of important factor for customers but they are not satisfied with the delivery process. the delivery process must be improved for more satisfied. . So.62 - . 1 lakh is charged by SAIL (BSP) to qualify for e-auction process. the EMD must be decreased so that more number of customers can apply for e-auction process. • Another concern here is EMD money process. Rs. loyal and increased number of customers. which most of the customer are not able to bear as mostly they are small industrialists.RECOMMENDATIONS:• As there is a mismatch between the major factors which are important for making purchase decision and the factors with which they are satisfied. So.

2008-09 • SAIL Corporate Brochure WORKING NOTE: Marketing and Strategic Planning Department.com REPORTS: • Annual Report.co www.net. .62 - .metaljunction.sail.BIBLIOGRAPHY-: WEBSITES: • • www.

62 - . FORMAT OF CUSTOMER SATISFACTION INDEX FEEDBACK FORM FOR • M/s BHEL.APPENDIX APPENDIX – A 1. TRICHY (PLATES) M/s BHEL Trichy (Product: Plates) Category Quality Parameter Thickness variation Width variation Length variation Edge condition Chemistry Delivery Lead time Adherence to delivery schedule Information on orders status Service Total Performance of cross functional team Weightage 10% 10% 10% 10% 10% 15% 15% 10% 10% 100% .

47 45.75 32.14 36.41 12.36 11.00 50.75 40.00 20.25 93.38 10.72 100.25 40.00 38.14 40.15 97.00 43.92 41.73 36.58 41.83 41.45 44.88 84.80 41.00 43.79 39.06 100.00 49.22 40.71 95.00 38.00 43.67 50.98 38.63 14.50 AVERAGE 48.45 13.41 36.75 33.88 87.39 92.00 46.02 91.00 12.38 84.46 10.15 15.00 100.29 93.00 40.25 15.50 13.00 99.75 87.00 10.64 50.49 89.23 100.63 15.69 15.29 39.40 43.00 86.93 93.75 34.44 86.15 AVERAGE CSI FOR THE YEAR 2008-09 (LONG PRODUCTS) = 94.76 88.05 100.67 12.13 91.08 84.50 10.52 94.33 40.00 9.40 13.41 96.40 30.85 45.90 84.89 46.13 13.98 43.98 AVERAGE 34.90 43.31 35.00 40.25 16.00 97.40 45.33 41.50 10.21 36.43 95.05 96.75 33.29 47.22 100.00 96.91 93.68 39.87 93.00 12.30 93.44 14.46 96.41 41.67 12.84 95.73 99.44 40.75 45.50 12.29 95.24 94.00 48.17 36.83 41.80 15.50 16.64 97.79 37.26 91.38 42.00 93.75 100.00 97.44 42.18 36.00 41.92 45.00 10.00 19.82 39.79 40.41 91.00 40.43 93.00 10.82 15.00 100.25 42.56 36.25 15.97 94.00 40.00 15.06 57.00 40.38 100.07 14.67 40.22 88.33 10.38 78.91 12.00 13.74 90.17 97.43 95.69 48.88 100.59 92.50 42.00 41.00 17.24 43.50 12.50 14.75 23.19 92.68 45.76 98.75 50.00 100.00 40.36 50.00 96.58 17.42 94.69 96.75 45.00 43.15 41.06 39.50 17.71 45.67 50.00 100.96 91.41 14.00 42.56 40.00 99.00 13.00 43.50 100.18 38.18 34.94 94.00 100.55 14.00 93.59 95.62 - .38 100.86 11.55 75.19 91.00 50.62 CUSTOMER SATISFACTION INDEX FOR THE YEAR 200809 CUSTOMER SATISFACTION INDEX-2008-09 CUMMULATIVE-CSI MONTH WEIGH T PRODUCT% ACHIEVE D FLAT PRODUCTS DELIVERY WEIGHT SCOR E % ACHIEVE D WEIGHT SERVICE SCOR E % ACHIEVE D QUALITY SCORE Apr-08 May-08 Jun-08 Jul-08 Aug-08 Sep-08 Oct-08 Nov-08 Dec-08 Jan-09 Feb-09 Mar-09 50.00 99.CALCULATIONS OF CUSTOMER SATISFACTION INDEX CUSTOMER SATISFACTION INDEX-2008-09 CUMMULATIVE-CSI MONT H QUALITY WEIGHT SCOR E % ACHIEVED WEIGHT PRODUC T- LONG PRODUCTS DELIVERY SCOR E % ACHIEVE D WEIGHT SERVICE SCOR E %ACHIVE D Apr-08 May08 Jun-08 Jul-08 Aug-08 Sep-08 Oct-08 Nov-08 Dec-08 Jan-09 Feb-09 Mar-09 38.11 12.00 45.50 97.98 39.30 97.42 41.76 .64 35.00 16.00 40.00 100.00 46.

00 14.00 93.00 14.00 46.85 15.90 100.21 15.00 49.59 87.19 44.00 38.44 38.00 15.50 .00 15.50 15.50 17.00 38.50 13.50 37.42 30.45 85.50 15.22 CUSTOMER SATISFACTION INDEX FOR THE YEAR 2007-08 CUSTOMER SATISFACTION INDEX-2007-08 CUMMULATIVE-CSI MONT H WEIGH T PRODUCT QUALITY % ACHIEVED LONG PRODUCTS DELIVERY WEIGH T SCOR E % ACHIEVED WEIGH T SERVICE SCOR E % ACHIEVED SCOR E Apr-07 May07 Jun-07 Jul-07 Aug07 Sep-07 Oct-07 Nov07 Dec-07 Jan-08 Feb-08 Mar08 44.27 25.06 93.33 88.23 50.00 42.00 91.AVERAGE CSI FOR THE YEAR 2008-09 (FLAT PRODUCTS) 93.25 90.00 37.88 90.22 72.10 17.69 97.33 93.69 100.48 90.87 95.50 30.00 42.06 43.46 8.70 90.27 83.00 18.33 93.85 50.67 34.88 38.57 94.13 37.00 40.77 40.00 37.25 AVERAGE 40.00 42.91 88.27 36.05 17.03 33.94 86.00 39.73 90.49 86.42 94.00 46.50 16.08 8.62 - .24 30.00 15.55 93.25 38.50 36.00 100.75 15.97 89.00 37.25 44.00 45.52 91.29 100.31 40.13 14.38 36.00 43.00 42.00 100.13 35.63 14.91 79.86 93.00 42.00 17.14 92.21 92.71 93.08 55.00 36.00 15.89 AVERAGE CSI FOR THE YEAR 2007-08 (LONG PRODUCTS) 91.25 41.00 41.33 92.48 83.69 50.50 41.50 15.69 41.33 97.71 86.75 13.

18 35.69 87.64 91.60 84.3 3 14.00 25.33 86.60 20.24 14.33 20.92 91.00 38.52 95.00 40.33 39.00 96.33 15.33 85.20 38.52 96.50 97.8 8 91.13 50.3 2 90.88 10.91 20.46 85.28 91.36 86.43 89.CUSTOMER SATISFACTION INDEX-2007-08 CUMMULATIVE-CSI MONT H PRODUCT QUALITY SCOR E % ACHIEVED FLAT PRODUCTS DELIVERY WEIGH T SCOR E % ACHIEVED WEIGH T SERVICE SCOR E % ACHIEVE D WEIGHT Apr-07 May07 Jun-07 Jul-07 Aug-07 Sep-07 Oct-07 Nov-07 Dec-07 Jan-08 Feb-08 Mar-08 38.1 9 26.22 21.21 88.67 21.78 98.04 96.52 22.00 40.6 7 32.00 30.06 38.14 21.53 99.18 100.7 7 34.67 36.58 32.58 34.53 34.67 46.00 39.06 AVERAGE CSI FOR THE YEAR 2007-08 (FLAT PRODUCTS) 92.00 97.00 24.13 98.66 .50 20.00 39.00 39.00 24.62 101.33 13.33 60.33 40.00 50.00 26.77 35.00 35.20 33.17 37.25 32.00 34.97 98.5 0 13.67 40.33 40.53 98.8 8 50.70 CUSTOMER SATISFACTION INDEX FOR THE YEAR 2006-07 CUSTOMER SATISFACTION INDEX-2006-07 CUMMULATIVE-CSI MONT H Apr-06 May06 Jun-06 Jul-06 PRODUC TQUALITY SCOR E % ACHIEVED LONG PRODUCTS DELIVERY WEIGH T SCOR E % ACHIEVED WEIGH T SERVICE SCOR E % ACHIEVED WEIGH T 43.67 26.47 41.00 40.51 96.43 88.92 19.00 20.32 98.59 30.50 39.92 37.57 99.19 96.00 40.89 100.00 40.89 88.54 90.6 8 93.00 40.00 87.00 34.00 38.15 15.45 100.5 0 42.09 39.99 95.56 98.1 7 17.75 38.41 18.58 20.56 27.86 AVERAGE 37.33 39.46 87.30 94.0 0 43.83 22.00 92.33 99.91 39.75 35.44 32.64 19.00 35.45 39.33 34.43 37.00 97.81 50.12 36.18 100.54 50.98 36.43 100.00 35.50 87.09 10.00 34.88 38.62 - .82 40.00 18.05 31.50 88.75 63.75 37.70 96.

00 42.67 37.6 1 35.33 25.33 38.96 40.00 41.32 35.50 07 AVERAGE AVERAGE CSI FOR THE YEAR 2006-07 (FLAT PRODUCTS) 91.25 QUESTIONNAIRE-: We are Project Trainees at SAIL.2 7 40.60 CUSTOMER SATISFACTION INDEX-2006-07 CUMMULATIVE-CSI MONT H Apr-06 May06 Jun-06 Jul-06 Aug06 Sep-06 Oct-06 Nov06 Dec-06 Jan-07 Feb-07 PRODUC TQUALITY SCOR E % ACHIEVED FLAT PRODUCTS DELIVERY WEIGH T SCOR E % ACHIEVED WEIGH T SERVICE SCOR E % ACHIEVED WEIGH T 40.32 80.00 15.3 1 38.6 6 15.19 87.91 91.50 15.71 Feb42.00 17.00 15.06 86.00 35.06 69.17 100.08 34.29 88.84 80.50 37.1 9 27.09 96.95 97.48 91.81 93.44 94.27 39.50 9.7 0 74.77 17.98 32.57 95.69 AVERAGE CSI FOR THE YEAR 2006-07 (LONG PRODUCTS) 91.2 1 42.00 97.08 99.60 100.00 42.00 17.98 95.91 39.23 40.39 42.00 17.8 8 47.84 36.00 39.69 50.08 99.44 94.62 38.00 11.83 32.50 80.02 19.48 33.2 5 37.48 100.50 80.38 90.00 40.29 42.50 42.1 3 40.67 38.94 85.00 36.62 - Plant conducting a research on “To .00 44.00 35.33 45.23 41.41 18.00 86.Aug06 Sep06 Oct-06 Nov06 Dec06 Jan-07 40.00 41.58 36.00 97.Bhilai Steel analyze the .67 36.90 92.61 11.75 33.00 40.19 88.00 40.62 81.98 16.50 44.66 27.90 83.50 40.37 23.60 83.75 43.13 20.33 19.17 96.22 16.54 49.63 15.65 98.05 32.3 6 33.79 36.62 80.80 94.75 41.00 43.00 18.85 87.00 32.00 94.20 95.6 4 12.73 07 Mar47.00 98.94 43.77 14.65 42.33 93.23 49.9 4 41.00 87.38 36.88 18.50 40.85 100.00 39.00 40.79 40.38 88.00 90.75 91.00 15.3 8 82.50 98.88 19.79 95.45 15.38 23.00 38.00 07 AVERAGE 33.3 8 93.20 95.99 85.42 10.67 93.38 14.58 35.1 9 37.00 13.1 7 15.00 18.9 6 37.98 90.50 17.55 18.00 15.32 93.14 90.43 92.00 98.00 78.79 95.1 3 40.00 14.6 3 14.83 94.3 0 46.88 94.92 34.09 39.23 39.7 5 13.00 32.58 Mar42.0 0 13.89 96.32 100.79 86.

Monthly Average Secondary Products purchase from SAIL (BSP) (tonnes): <1.000 □ □ 1.What is the frequency of purchase of secondary products? 1-2 months □ □ 3-5 months □ □ . Your cooperation by filling up this us to understand some of the information provided by you will purpose and all the information confidential.000 □ □ 1.001-2.001 □ □ 4.501-4.500 >40.500 >40. .501-4.000 2.Monthly Average Secondary Products purchase (tonnes): <1. questionnaire will help possible results.What are the primary products you deal in? ___________________________________________________________ ___________________________________________________________ 2.62 - 6-9 months >9 months 5.001-2.001 □ □ 3. The be used for academic provided will be kept 1.consumer behaviour and customer satisfaction about products of SAIL (BSP)”.Rate the following factors that influence your choice of vendors.000 2.

How do you come to know about the scrap and by products of BSP? a) Through Internet Executive c) Word of mouth specify_____________ b) Through Sales d) others Please 7. Kindly read the following statements and tick mark the appropriate choice where: 12345Satisfied Somewhat satisfied Neutral Somewhat Dissatisfied Dissatisfied .Are you able to get timely information about the eAuction process? YES □ NO □ 8.62 - .(1 for most important and 5 for the least important) Price Quality Delivery Service Availability 6.

from where you purchase your products ____________________________ ____________________________ ____________________________ . d. e. Any companies other than BSP. 2. b. 3. Are you satisfied with marketing process of BSP? How much are you satisfied with the following things of BSP? Pricing Delivery Quality Service Availability How much are you satisfied with the “e-auction” process of BSP? How much are you satisfied with the knowledge of SAIL (BSP) Executives? How much are you satisfied with the EMD money process? How much are you satisfied with the knowledge of SAIL (BSP) Executives? 2 3 4 5 9. a. 6. c. 4.1 1.62 - . 5.

10. Any recommendation for further improvement: _________________________________________________________ _________________________________________________________ _________________________________________________________ _________________________________________________________ RESPONDENT’S INFORMATION: A) Respondent’s Name: ___________________________________________________________ B) Designation: ___________________________________________________________ C) Company’s Name: ___________________________________________________________ Date: _________ (Signature) .62 - .

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