SUMMER TRAINING PROJECT REPORT On CUSTOMER SATISFACTION Submitted in partial fulfillment of the requirement for the award of the

degree of Master of Business Administration To M.D UNIVERSITY ROHTAK (SESSION : 2010 -12)

Under the guidance of

Submitted By : JITENDER

DEPTT. OF MANAGEMENT STUDIES Shri Ram College of Engineering & Mgt. Palwal (HARYANA

ACKNOWLEDGMENT
Sometimes words fall short to show gratitude, the same happened with me during this project. The immense help and support received from GIL overwhelmed me during the project. It is a great opportunity for me to work with R N Infratech, pioneers in the field of manufacturing Composite Insulators, a part of Goldstone Technologies. I am extremely grateful to the entire team of R N Infratech ltd, who have shared their knowledge with me and without whom the completion of this project would have been virtually impossible. My sincere gratitude to Mr. Adalath Srikanth (Company secretary, R N Infratech) for providing me with the opportunity to work with R N Infratech ltd as a company project guide who has provided me with the necessary information and his valuable suggestion and comments on bringing out this report in the best possible way. I am highly indebted to Mr. A. NARENDRA who has provided me the necessary information and his valuable suggestions and a good support in understanding the basics of R N Infratech easily.

CONTENTS
Chapter No. Chapter Title

CHAPTER 1 CHAPTER 2 CHAPTER 3

INDUSTRY PROFILE COMPANY PROFILE OBJECTIVES & METHODOLGY NEEDS & SCOPE OF THE STUDY LIMITATIONS OF THE STUDY

CHAPTER 4 CHAPTER 5 CHAPTER 6 CHAPTER 7

RECOMONDATIONS AND SUGESTION COLLECTION OF DATA DATA ANALYSIS AND FINDING RECOMONDATIONS AND SUGESTION BIBLIOGRAPHY QUESTIONNAIRE

CHAPTER-I

INDUSTRY PROFILE

Electric power plays a vital role in the development of a country, for this purpose there are so many power-generating units in India. As India is marching fast towards industrial growth, the importance of power has grown. Most of the Industries face the problem of frequent power cuts of breakdowns. We must have very good Composite Insulators. Composite Insulators play a vital role in smooth supply of power where ever it is necessary.

In India, there are so many companies, which manufacture Composite Insulators. There are around 34 companies, which manufacture Composite Insulators. They are as under: SINTEX INDUSTRIES LTD Radiant Ele-Lite Company SGIS INDUSTRIES G.K.Xianghe Electricals PVT LTD Bharath Electro Instrument MFG CO.LTD Umamaheswari Electrical Components LTD R N Infratech LTD Neminath Electricals Texplas India PVT LTD G.K.Electricals

Devataa Group of Companies SP Electro Power Systems Magnet Wires & Insulation H-L Electrical Insulation Material Plant CO.LTD Gayatri Insulating PVT LTD Chhaperia International Company Sanyams M.C.Mowjee & Co Mehra Organics A.M.Global Choudhary Trade Link SGSSL Choice Precitech India Pvt. Ltd. POLYNATE FOAMS PRIVATE LIMITED M.C.Mowjee & Co. UMAMAHESWARI ELECTRICAL COMPONENTS PVT LTD SHIVAM CORPORATION Umamaheswari Electrical Components Pvt Ltd JENI ELECTRICALS Aman Electric Company Beico Industries Ltd Indu Nissan Oxo Chemical Ind. Ltd. Gayatri Enterprises Lamtuf Plastics Ltd.

The Composite Insulators market is estimated around Rs 1500 crores and is showing at the rate 2% p.a. There is severe competition among the manufacturers of Composite Insulators. All these companies try to cater to the needs of Electricity Boards and private enterprises within the country. All these Electricity Boards and private enterprises call the companies for tenders. State Electricity Boards, Governments Organizations and Private Electrical Contractors do purchase of Composite Insulators through tendering process, Tender Notifications are issued in Newspapers, Journals, and Internet etc. The price charged by the companies manufacturing Composite Insulators may vary. Most of the companies ask for firm prices. The packing is mainly done in wooden case create to prevent damaged during transport as per customer requirements. These are loaded into containers for export. R N Infratech Limited is one of the important manufactures of Composite Insulators and other electrical equipment. R N Infratech Limited is changed from Goldstone Teleservices in the year 31 Oct 2007 with a turnover of Rs. 280 million against Rs.108 million registering a growth of 260%, by the end of second quarter. There has been a rise in net profit from Rs.10.1 million to Rs 41.2 million registering a growth of 400%. The turnover has increased from there on by expanding capacities and also introducing new products and crossed the prestigious Rs.100crores mark. Single Phase, Power, CSP, Cast Resign Composite Insulators and Voltage Boosters and now amorphous metal Composite Insulators are added to product mix as a part of growth strategy.

Over years competition has increased considerably with mushrooming of several manufactures in every state consequently resulting in pressure on profitability. R N Infratech Limited has introduced completely self-protected Composite Insulators again as a part of strategy to fight competition and obtained a sizable share of market form APSEB. The scenario in domestic market is fast changing by the opening up of power sector to private entrepreneurs. So all the companies began to expand its operations to industrial and other segments in a significant manner one side and exploit the emerging business operations. R N Infratech Limited is also concentrating on promotion and introduction of Composite Insulators to fight competitors and where they have an advantage of high capacity with which they can offer early deliveries. Most of the companies began to enter in the export market. As the competition in the domestic market has reached a peak point, all the companies began to look towards the export market. So thats why R N Infratech Limited has decided to become a dominant player in the global Composite Insulators market and set to achieve this goal in the next few years. R N Infratech Limited has started focusing on the export market of Composite Insulators. It is presently executing an export order valued at Rs.10 million to Kenya and expects exports to contribute sizable revenues next year.

Chapter 2
COMPANY PROFILE GOLDSTONE TECHNOLOGIES AT A GLANCE

R N Infratech Limited (GIL), is a part of diversified Goldstone Group which has major interest in manufacturing, ITes, IPTV, Digital Media and Real estate.

R N Infratech Limited (GIL) is pioneer in design and manufacturing Composite Insulators in the country for use in Transmission and Distribution, Railway Traction networks. The company is also setting up plant to manufacture corrosion protective sleeves for oil and gas pipelines. The company is having its own R&D center and manufacturing facility at Cherlapally.

Goldstone pioneered the revolution in Insulator technology in India through extensive in-house R&D of Composite Insulators (Polymer Insulators) of superior quality and performance as a substitute for the existing Ceramic Insulators. Goldstone produced world class Composite Insulators conforming to international specifications and standards for application in power transmission, distribution and railway traction networks. Goldstone manufacturing range includes 10 kV to 400 kV insulators, caters to distribution & transmission lines of Power Utilities & Railways. Goldstone Teleservices Limited (GTSL) is a part of the highly diversified Goldstone Group, with major interests in Cables, Cable Closures & Accessories, Composite Insulators, BPO and Software Solutions. Goldstone Teleservices Limited (GTSL) is an ISO-9001:2000 certified comp. And its R & D Center is recognized by the Department of Scientific and Industrial Research, Govt. of India. GTSL is the largest manufacturer and suppliers of Heat Shrinkable Telecom Cable Closures and other Telecom accessories in India.

Goldstone Teleservices Limited (GTSL) is a public listed company. GTSL is currently traded on the Bombay Stock Exchange (BSE), the National Stock Exchange (NSE) as well as it was traded on the Ahmadabad, New Delhi, Chennai and Hyderabad Stock Exchanges in India. Its BPO Services offers fully blended multimedia based contact center providing in & out-bound call center and back office supporting processes.

Goldstone Teleservices Limited, which has become a market leader through creative technologies, has ventured into Composite Insulators, as a result of its commitment to excellence. Composite Insulators are well used across the globe as a significant technology breakthrough. The company has ambitious plans to manufacture and develop value added products in the Power sector & Railways, featuring exclusive characteristics that exceed all the present requirements of the utility business around the world at most competitive pricing.

Research & Development:

Research & Development center, which is recognized by the Department of Scientific & Industrial of Research and

(DSIR),

Ministry

Science

Technology, Government of India, is the active nerve center for keeping Goldstone in a dynamic high-tech status.

Spurred by the urge to develop new products - R & D team comprising talented and well experienced Polymer technologists, Electrical and Mechanical Engineers is exclusively dedicated to being a dependable resource of your critical and technology oriented products.

Research & Technology development Center is equipped with: All advanced facilities for developing high performance polymer compound based on synthetic elastomers, plastics, polymer blends and alloys, Composite.
y y y y y y

Full Range of facilities for testing Various Mechanical Properties Various Electrical Properties Weather & Ageing Resistance Fire Properties Hydrophobicity of Polymer compounds

Research & Technology development Center selects projects on developing of technology for manufacturing of some product which is not yet manufactured in India.

Recently R&D completes two projects:

y

Development of technology for manufacturing high performance Polymer Compound for EHV Composite Insulators.

Developed a field of Joint Coating System for Oil & Gas Pipeline protection.

And both are the very first time in India.

Future projects for R&D:

The Company is planning to manufacture & develop value added products in the Power & Energy sector.

10 -15 KV COMPOSITE INSULATORS

Nominal System Voltage kV

Nominal System Voltage kV

Section Length mm

Rated Mechanical tensile load kN

Wet power freq. 1 min. withstand voltage kV 35 48 42 48 48 48 70 35

Dry lighting impulse withstand voltage kV 75 100 100 100 100 100 100 100

11 11 11 11 11 11 13 13

307 450 360 450 500 450 415 418

274 430 330 430 430 430 341 360

45 70 70 100 100 100 70 70

* The design and material of end fittings as per Standard / Customer requirements.

22 -28 kV COMPOSITE INSULATORS

Nominal System Voltage kV

Min. Creepage Distance mm

Section Length mm

Rated Mechanical tensile load kN

Wet power freq. 1 min. withstand voltage kV

Dry lighting impulse withstand voltage kV 140 140 140 140 140 140 140 140 160 160 140 204 200

22 22 22 22 22 22 22 22 22 22 22 23 25

603 568 850 635 580 817 580 708 657 622 850 645 643

425 333 444 444 349 37 349 365 378 458 444 442 451

60 65 70 70 70 70 80 80 80 95 100 70 70

60 60 60 60 60 60 60 60 60 60 60 70 110

* The design and material of end fittings as per Standard / Customer requirements.

25 kV 9 TONNE INSULATORS:

Technical Particulars:

Normal zone

Core Material Construction Polymer Material Method Manufacture Metal end fittings Method of connecting

: FRP Rod : Silicone Rubber compound of : Direct Moulding of Solicone Rubber over FRP rod : MCI / SCGI

Metal Fitting with FRP : Crimping rod Specification Railway Standard :TI/SPC/OHE/INSCOM/0991 Issued by Research Organization, Designs Ministry and of

Standards

Railways, India. International Standard Technical Normal zone :IEC: 61109-1992

Particulars: Electrical Characteristics Dry lighting impulse with-stand: 240kvp for positive Polarity Voltage 260kvp Polarity Wet power frequency with-: Vertical stand Voltage 100kVp Horizontal 125kVp (rms) Mechanical Characteristic Profile Parameters Minimum failing tensile load Minimum failing bending moment The profile parameters of these : 9900kgf : 210kg.m. insulators meet the Mounting : (rms) Mounting : for Negative

requirements of IEC:815. Specific Distance Guaranteed Creepage Distance Dimensions Creepage 16mm/kV for standard (Normal) zone

20mm/kV for Polluted zone 850mm (Min) for Standard (Normal) zone

1050mm (Min) for Polluted Zone As per Railway Standard.

Inter changeable with existing Ceramic Insulators

Technical Particulars:

POLLUTED ZONE

Core Material Construction Polymer Material Method Manufacture Metal end fittings Method connecting Metal Fitting with of

: FRP Rod : Silicone Rubber compound of : Direct Moulding of Solicone Rubber over FRP rod : MCI / SCGI

: Crimping

FRP rod Specification Railway Standard :TI/SPC/OHE/INSCOM/0991 Issued by Research Organization, Designs Ministry and of

Standards

Railways, India. International Standard Technical POLLUTED ZONE :IEC: 61109-1992

Particulars: Electrical Characteristics Dry lighting impulse with-stand: 240kvp for positive Polarity Voltage Wet power frequency 260kvp for Negative Polarity with-: Vertical 100kVp Horizontal 125kVp (rms) Mechanical Characteristic Profile Parameters Minimum failing tensile load Minimum failing bending moment : 9900kgf : 210kg.m. Mounting : (rms) Mounting :

stand Voltage

The profile parameters of these insulators meet the requirements of IEC:815.

Specific Distance

Creepage 16mm/kV

for

standard

(Normal)

zone

20mm/kV for Polluted zone 850mm (Min) for Standard (Normal) zone

Guaranteed Creepage Distance Dimensions

1050mm (Min) for Polluted Zone As per Railway Standard.

Inter changeable with existing Ceramic Insulators

FACTORS Resistance

CERAMIC to Low

COMPOSITE High

flashovers in Polluted atmosphere.

Resistance to puncture

Puncturable (Class: B insulators)

Not puncturable

Resistance to Cracking Low and Erosion in Polluted atmosphere.

High

Contamination Pollution

& Highly affected

Performance not affected

Hydrophobicity

Non hydrophobic.

Unique character.

Hydrophobicity

Self cleaning property Due

to

Glaze

and Due

to

Hydrophobicity

inclination of sheds. FACTORS CERAMIC

recovery characteristic. COMPOSITE

Maintenance

Needs

maintenance

like No maintenance is required

cleaning, greasing. Weight More

washing,

10%

to

35%

of

Ceramic

Insulator Resistance to breakage Breakable and Vandalism prone areas in Vandalism Unbreakable

Artificial Pollution Test Mandatory

Not applicable

Power Arc Test

Mandatory

Not mandatory

INJECTION MOLDING Polymeric housing is a single piece, directly injection molded over FRP rod using a new generation machine with microprocessor based controls. The housing is securely bonded to the FRP core throughout the length of the housing.

CRIMPING Specialized crimping equipment with microprocessor based control is used to provide uniform and consistent product. Crimping is verified through an

extensive QA tests.

High

Voltage

Test

Goldstone has an excellent testing facility and its high voltage laboratory can perform Power Frequency Voltage flash over / withstand test for both dry and wet conditions as per the specifications.

Thermal

Mechanical

Test

The Thermal Mechanical test setup is a low / high temperature chamber operating between -40C to +60C with

Microprocessor Controller and Computer interface. A Hydraulic system with power pack of 20 Ton capacity loading

arrangements is provided to the chamber to conduct the design tests on Insulator as per IEC 61109

Test

for

Curing

Characteristics

of

polymer Sample from each

Compound batch of high

performance polymer compound is tested in ODR to get full spectrum of curing characteristics at a particular temperature.

Mechanical

Test

To ensure the product durability and mechanical strength, Goldstone has a specially designed Universal Testing

Machine of 600kN (60 Ton) capacity with tensile clearance of 1800 mm and

computer interface. All the insulators can be tested as per IEC-61109 and tested for customer's requirements of mechanical strength.

Goldstone

manufacturing

facility

at

Hyderabad with built-up area of 80,000 sq.ft has an excellent storage capacity and sufficient stock levels are always maintained to ensure immediate

dispatches to our esteemed customers.

INTRODUCTION TO CUSTOMER SATISFACTION Customer satisfaction is one of the main objectives of any organization. Every organization tries to know the customer satisfaction about their products. So a study on customer satisfaction helps the organization as well as me to gain a vast knowledge over the real world tastes and preferences of customer Whether the buyer is satisfied after purchase depends on the offers performance in relation to the buyers expectations. In general satisfaction is a persons feelings of pleasure or disappointment resulting from comparing a products perceived performance in relation to his or her expectations. As this definition makes clear, satisfaction is a function of perceived performance and expectations. If the performance falls short of expectations, the customer is dissatisfied. If the performance matches the expectations, the customer is satisfied. If the performance exceeds expectations, the customer is highly satisfied or delighted. Many companies are aiming for high satisfaction because customers who are just satisfied still find it easy to switch when a better offer comes along. Those who are highly satisfied are much less ready to switch. High satisfaction or delight creates an emotional bond with the brand, not just a rational preference. The result is high customer loyalty. Xeroxs senior management believes that a very satisfied or delighted customer is worth 10 times as much to the company as a satisfied customer. A very satisfied customer is likely to stay with Xerox many more years and buy more than a satisfied customer will. How do buyers form their expectations? From past buying experience, friends and associates advice and marketers and competitors information and promises. If marketers raise expectations too high, the buyer is likely to be disappointed, For example, Holiday Inn ran a campaign a few years ago called No Surprises Yet hotel guests still encountered a host of problems, and Holiday Inn had to withdraw the campaign. However, if the company sets expectations too low, it wont attract enough buyers (although it will satisfy those who do buy).

Some of todays most successful companies are raising expectations and delivering performances to match. These companies are aiming for TCS- total customer satisfaction. Xerox for example, guarantees total satisfaction and will replace at its expense any dissatisfied customers equipment within a period of three years after purchase. Cigna advertises Well never be 100% satisfied until you are, too. And one of Hondas ads says: One reason our customers are so satisfied is that we arent. Nissan invites potential infinity buyers to drop in for a guest drive (not a test drive) because the Japanese word for customer is honored guest. Look at what high satisfaction can do Saturn In the late 1980s, Saturn (General Motors newest car division) changed the whole buyer seller relationship with a New Deal for car buyers There would be a fixed price (none of the traditional haggling); a 30-day guarantee or money back; salespeople on salary, not on commission (none of the traditional hard sell). Once a sale is made, the sales staff surrounds the new owner for commemorative photo, with everyone smiling. The companys fifth anniversary celebration at the Tennessee headquarters was attended by more than 4000 Saturn from all across the country. Said Saturns president: Saturn is more than a car its a whole new way of doing things, of working with our customers and with one another.

A customers decision to be loyal or to defect is the sum of many small encounters with the company. Consulting firm Forum Corporation says that in order for all these small encounters to add up to customer loyalty, companies need to create a branded customer experience. Heres how Canadian Pacific Hotels, a chain with 27 properties, did just that.

1.2.1 Assuring Customer Satisfaction: "Those who enter to buy, support me. Those who come to flatter, please me. Those who complain, teach me how I may please others so that more will come. Only those who hurt me are displeased but do not complain. They refuse me permission to correct my errors and thus improve my service." - Marshall Field.

The attitude of the professional is summed up in this statement. It establishes the customer as the person to whom you are responsible. Customers support you; therefore, they deserve VIP treatment. When your customers are happy, you are happy. When they complain, you are unhappy, but you examine the complaint calmly and see it as an opportunity to learn as well as satisfy their needs. The quote echoes the fear that customers will not vocalize their dissatisfaction, but instead take their business elsewhere. There's another quote that's even more important to salespeople and companies immediately upon making a sale-"The Sale Begins When the Customer Says...Yes." In the old days, It used to be, "The Sale Begins When the Customer Says...NO," but that's a totally Inappropriate attitude to embrace in today's customer-driven business environment. 1.2.2 Keeping Your Customers Happy Since your first concern is customer satisfaction you should be aware of some emotional stumbling blocks in your path: selective perception, user error and buyer's remorse. Selective perception is the process in which a person sees only selected details from the entire picture. This attention to detail is sometimes petty. For example, a customer may have a new copying machine that works like a charm, but he is irritated by the sound of the motor. He focuses only on what is wrong rather than what is right. This occurs because buyers expect their purchases to be perfect. Regardless of the purchase price, they figure that for what they spent, they deserve perfection. When you encounter someone who practices selective perception, evaluate the situation to determine if the complaint is reasonable or exaggerated. If it is exaggerated, try to resolve the problem by pointing out benefits and features that compensate. Put the negative detail in a different perspective for your client so that it becomes one small part of the total picture.

Many sales involve the installation of a new system or piece of equipment, and the buyer or their employees must be trained to use it. Their successful use of the equipment depends upon the effectiveness of the training, and it is imperative that the salesperson follows through after the training period to make sure the client uses the purchase properly. It is not uncommon for people to forget 75 percent of what they hear after two days. This can cause "user error", which will significantly affect the outcome of your test and may prevent your client from reaching his success criteria. Often a client will be unhappy about a purchase and not realize that it is due to improper operation. The more complex something is, the more training it requires using it properly. In the interest of implementing the product quickly, users may settle for incomplete training or become sloppy in their application of good training. In any case, look for user error whenever a success criterion is not reached. "Buyer's remorse" refers to the regret that a buyer feels after making a purchase. It could be caused by selective perception, user error, or the client's error. Whatever the reason, the full benefits of the product are not realized. Buyer's remorse can also be caused by the economics of the purchase: until the benefits prove themselves to be cost effective, a buyer regrets having made the purchase. It is the responsibility of the salesperson to assuage these fears by assuring the client that his investment is wise and sound. Reiterate some of the selling points that convinced him to buy it originally, present data, and put him at ease.

1.2.3 Handling Customer Complaints Whether your customer's complaint is legitimate or not, follow it up with a service call. Whenever possible, do it personally instead of sending someone from the customer service department. It provides the personal service that your customer appreciates and it may obviate the need for a technician or serviceman to call. As an alternative, both of you can go together to handle customer complaints. Keep the following guidelines in mind:

1. Don't procrastinate making the call. Often the problem is not as serious as it sounds. Some customers "read the riot act" when they call about a complaint. A delay in responding will only irritate your client more. 2. Admit mistakes and apologize. Just because you made the sale does not mean you can become defensive about your company, product or service. Even the most reputable companies make mistakes and have problems with their products. You may want to restate the customer's complaint to show that you are listening and have an understanding of the problem. 3. Show compassion for your customer. Whether the complaint proves to be true or false, show your customer that you are concerned and will investigate the problem immediately. Help the customer calm down by saying, "I can understand why you feel the way you do." 4. Actively listen to your customer's complaint. Talking will make him feel less anxious about it. Let your customer "vent" his feelings before you react to the situation. Be sympathetic and encourage the customer to "blow up." Afterward, he'll feel better; this means he'll be in a better frame of mind. 5. Don't pass the buck to your company or someone else within it. This may take the blame off you, but it undermines the integrity and organization of the company, and your customer will lose confidence in your firm.

1.2.4 Maintaining Customer Satisfaction The philosophy behind maintaining your customers is simple; now that you have them, maintain them. When you consider the amount of time and money invested in them, you cannot afford to lose them. This investment goes beyond your personal expenditures. It also includes your firm's advertising and marketing costs to reach that particular market segment. Your customers, therefore, should be treated as if the life of your business depended on them - which it does!

1.2.5 15 Ways to Keep Your Customer Satisfied 1. Show them that you think of them. Send them helpful newspaper clippings or articles, cartoons related to their business and "Here's an idea I thought you'd enjoy" notes. Send your clients Christmas/New Year's cards, birthday cards, and thank you notes. 2. Drop by to show them new products and brochures and offer additional services. Always make an appointment before making your call! Respect your clients' time as you do your own. 3. Offer a sample gift to enhance the use of your product. See how they are utilizing your product or service and suggest other ways that they can benefit from it. They may not be realizing its full potential. 4. Offer "customer discounts" on new products or services to encourage additional business. 5. When new employees are hired, offer to train them free of charge in the use of your product. 6. Repay or compensate them for lost time or money caused by problems encountered with your product. If you pinch pennies, your customer may do the same. 7. Be personal. Record details about your client's life and enter these in your file. It's so much nicer to say to someone, "How is Bob?" rather than, "How's your husband?" 8. Tell the truth. Lies have a way of coming back to haunt you. 9. Accept returns without batting an eyelash. In the long run, they are much less expensive than finding a new customer. 10. Be ethical.

Keep all your information about the account confidential. 11. Be certain that your company follows through on its commitment. This includes delivery, installation, packaging, and so on. 12. Show your appreciation for their referrals by reporting back to them on the outcome. 13. If your company has a newsletter, obtain permission from your successful clients to write about them in it. Naturally, you would send them a copy. 14. Keep track of their results with your product and meet periodically to review the entire picture (their business, industry, trends, competition, etc.) 15. Keep the lines of communication forever open. As in any relationship, you must be able to exchange grievances, ideas praises, losses, and victories. What all of this comes down to is that you should be willing to "go the extra mile" for your accounts. They extra effort you expend now will be repaid handsomely in the future. The bottom line in maintaining your clients is service, service and more service. Be there for your customers and they'll want to stick with you. If you meet their needs, they'll think twice before switching to another company, even if they've voiced some serious concerns. "Make new clients, but keep the old. One is silver and the other gold." Develop the "gold" you have and the silver may take care of itself. END 1.2.6 Customer satisfaction measurement: In the final phase of the project, research findings will be used to build a model of customer satisfaction management for each customer segment. Ultimately, QIC will be able to give its members an objective measurement of the industry's quality as perceived by the customer. That overall index will serve as a benchmark on the state of quality for the P/C industry. Members will also be able to use this information to determine which areas of product and service performance have the greatest impact on overall quality, and will be able to target improvement efforts in an informed and efficient

manner. For the first time, the industry as a whole will have addressed customerperceived value, as other sectors of the U.S. economy have done. "Voice of the system" preliminary research results Surveys and in-depth interviews with industry leaders revealed general agreement that the market is in a tumultuous state, with pricing very soft for all but the most catastrophic coverage. As revenue thins, expense concerns rise. Leaders cite inefficiencies in technology and product delivery both within and across firms. Coupled with this internal change, customer demands and expectations for value and service continue to evolve. The senior managers expressed genuine concern for customer-perceived quality and value, as well as the need to better understand and measure it.

1.2.7 Customer Satisfaction in 7 Steps It's a well-known fact that no business can exist without customers. In the business of Website design, it's important to work closely with your customers to make sure the site or system you create for them is as close to their requirements as you can manage. Because it's critical that you form a close working relationship with your client, customer service is of vital importance. What follows are a selection of tips that will make your clients feel valued, wanted and loved. 1. Encourage Face-to-Face Dealings This is the most daunting and downright scary part of interacting with a customer. If you're not used to this sort of thing it can be a pretty nerve-wracking experience. Rest assured, though, it does get easier over time. It's important to meet your customers face to face at least once or even twice during the course of a project. My experience has shown that a client finds it easier to relate to and work with someone they've actually met in person, rather than a voice on the phone or someone typing into an email or messenger program. When you do meet them, be calm, confident and above all, take time to ask them what they need. I believe that if a potential client spends over half the meeting doing the talking, you're well on your way to a sale. 2. Respond to Messages Promptly & Keep Your Clients Informed

This goes without saying really. We all know how annoying it is to wait days for a response to an email or phone call. It might not always be practical to deal with all customers' queries within the space of a few hours, but at least email or call them back and let them know you've received their message and you'll contact them about it as soon as possible. Even if you're not able to solve a problem right away, let the customer know you're working on it. A good example of this is my Web host. They've had some trouble with server hardware which has caused a fair bit of downtime lately. At every step along the way I was emailed and told exactly what was going on, why things were going wrong, and how long it would be before they were working again. They also apologies repeatedly, which was nice. Now if they server had just gone down with no explanation I think I'd have been pretty annoyed and may have moved my business elsewhere. But because they took time to keep me informed, it didn't seem so bad, and I at least knew they were doing something about the problems. That to me is a prime example of customer service. 3. Be Friendly and Approachable A fellow Site Pointer once told me that you can hear a smile through the phone. This is very true. It's very important to be friendly, courteous and to make your clients feel like you're their friend and you're there to help them out. There will be times when you want to beat your clients over the head repeatedly with a blunt object - it happens to all of us. It's vital that you keep a clear head, respond to your clients' wishes as best you can, and at all times remain polite and courteous. 4. Have a Clearly Defined Customer Service Policy This may not be too important when you're just starting out, but a clearly defined customer service policy is going to save you a lot of time and effort in the long run. If a customer has a problem, what should they do? If the first option doesn't work, then what? Should they contact different people for billing and technical enquiries? If they're not satisfied with any aspect of your customer service, whom should they tell? There's nothing more annoying for a client than being passed from person to person, or not knowing who to turn to. Making sure they know exactly what to do at each stage of

their enquiry should be of utmost importance. So make sure your customer service policy is present on your site -- and anywhere else it may be useful. 5. Attention to Detail (also known as 'The Little Niceties') Have you ever received a Happy Birthday email or card from a company you were a client of? Have you ever had a personalized sign-up confirmation email for a service that you could tell was typed from scratch? These little niceties can be time consuming and aren't always cost effective, but remember to do them. Even if it's as small as sending a Happy Holidays email to all your customers, it's something. It shows you care; it shows there are real people on the other end of that screen or telephone; and most importantly, it makes the customer feel welcomed, wanted and valued. 6. Anticipate Your Client's Needs & Go Out Of Your Way to Help Them Out Sometimes this is easier said than done! However, achieving this supreme level of understanding with your clients will do wonders for your working relationship. Take this as an example: you're working on the front-end for your client's exciting new ecommerce endeavor. You have all the images, originals and files backed up on your desktop computer and the site is going really well. During a meeting with your client he/she happens to mention a hard-copy brochure their internal marketing people are developing. As if by magic, a couple of weeks later a CD-ROM arrives on their doorstep complete with high-resolution versions of all the images you've used on the site. A note accompanies it, which reads: "Hi, you mentioned a hard-copy brochure you were working on and I wanted to provide you with large-scale copies of the graphics I've used on the site. Hopefully you'll be able to make use of some in your brochure." Your client is heartily impressed, and remarks to his colleagues and friends how very helpful and considerate his Web designers are. Meanwhile, in your office, you lay back in your chair drinking your 7th cup of coffee that morning, safe in the knowledge this happy customer will send several referrals your way. 7. Honor Your Promises

It's possible this is the most important point in this article. The simple message: when you promise something, deliver. The most common example here is project delivery dates. Clients don't like to be disappointed. Sometimes, something may not get done, or you might miss a deadline through no fault of your own. Projects can be late, technology can fail and sub-contractors don't always deliver on time. In this case a quick apology and assurance it'll be ready ASAP wouldn't go amiss. Conclusion Customer service, like any aspect of business, is a practiced art that takes time and effort to master. All you need to do to achieve this is to stop and switch roles with the customer. What would you want from your business if you were the client? How would you want to be treated? Treat your customers like your friends and they'll always come back.

Chapter 3

OBJECTIVES OF STUDY

Primary objective:  To study about the satisfaction of the Customers of Goldstone Technologies Limited.

Secondary objective: 1. To analyze the awareness of Composite Insulators of Goldstone

Technologies Limited. 2. To study about the price which can attract the consumers? 3. To study about the various promotional activities that influences the consumer. To analyze the opinion of customers about storage and Packing.

NEED FOR THE STUDY The need for the study of Goldstone Technologies Ltd taken place of consumer perception will help the organization in determining their products as well as promotion programs. The project work is concerned with the study of market potential of Goldstone Technologies Limited. It is obvious that the Goldstone Technologies Limited, Composite Insulators are used in various places with in the country. The various features established for the Composite Insulators are more important. The Composite Insulators are used in various places viz. Industries, State Electricity Boards, Railways etc. Majority of the Goldstone Technologies Products are exported to various states in the country. Marketing research takes very vital role in knowing and understanding customer needs and behaviors. Keeping in view the importance of customer satisfaction in creating and monitoring the potential and present customers. So it made to undertake the study of the industrial profile, especially satisfaction towards Composite Insulators in various electricity boards. So the survey deals with this every aspect of finding the reasons for unacceptability of Goldstone Products. Whether the factors assessed by the management have any influence on its failure and if so to what extent?

SCOPE OF THE STUDY The scope of the study includes current market potential of Composite Insulators with special reference to Goldstone Technologies Limited. The research is useful for the company to take necessary steps for maintaining and improving Composite Insulators market. 1. This study is useful to analyze the market performance of Composite Insulators. 2. Information about consumer perception on different brands of Composite Insulators. 3. This study gives information about consumer awareness on Goldstone Technologies Limited. 4. This study is useful to know the impact of brand advertisement and consumers. 5. To find out market potential based on age and qualification. 6. This study is useful to know the satisfaction level with different attributes of Goldstone Technologies Limited. 7. The study is useful to know the consumer preference and their reasons to prefer Goldstone Technologies Limited.

LIMITATIONS

The limitations occur when the project is done at Goldstone Technologies Limited. 1. Method of data collection was through personal interview and therefore personal bias becomes a major limitation. 2. Due to the time constraints only a sample of 100 were interviewed, hence the data collected may not be a representative of the entire population 3. The scope of study is restricted only to the twin cities. 4. The respondents have answered the questionnaire with their level of knowledge that may not be indicative of the actual situation. 5. Even though enough care was taken to make research error-free some errors may have crept in. 6. Non-availability of the consumers at the time when the survey was conducted 7. The sample size was restricted because of less private buyers. 8. Only the Industries are using the Composite Insulators. 9. Not all the respondents answered in an unbiased manner. 10. Access to all the records and files of the company were not possible at all the times. 11. Interaction with higher-level officials was limited due to their very busy schedules.

CHAPTER-IV

RESEARCH METHODOLOGY

Research is defined as human activity based on intellectual application in the investigation of matter. The primary aim for applied research is discovering, interpreting, and the development of methods and systems for the advancement of human knowledge on a wide variety of scientific matters of our world and the universe. It is exploratory and often driven by the researchers curiosity, interest, and intuition. It is conducted without any practical end in mind, although it may have unexpected results pointing to practical applications.

Research means search for knowledge some times it may refer to a scientific and systematic search for pertinent information on a specific topic. In fact research is an art of scientific investigation.

Red men and man define research as a Systematized effort to gain knowledge.

TYPES OF RESEARCH: To accomplish the objective of the study, descriptive research design is adopted to collect the data from the consumers of the different brands. Descriptive research simply describes things such as demography characteristics of consumers who use the product. The descriptive study is typically concerned with determining frequency with which same thing occurs. This study is typically guided by initial hypothesis.

CHAPTER 5 : COLLECTION OF DATA

DATA COLLECTION METHODS: To accomplish the objective of the study, descriptive research design is adopted to collect the data from the consumers of the different brands. Descriptive researches simply describe things such as demography characteristics of consumers who use the product. The descriptive study is typically concerned with determining frequency with which same thing occurs. This study is typically guided by initial hypothesis. For any research these two types of data are necessary: 1. Primary data 2. Secondary data

Primary Data: For this project the primary data is collected in four ways: a) b) c) d) Through observations Through discussion ( Department Heads & Executives ) Through questionnaires Through Sampling procedure

Secondary Data: The secondary data is collected from various sources available with in the organization like, a) Organizational web site b) Company Past records c) Library books d) Internet e) Annual reports f) Consulting administrative staff. g) Consulting marketing Managers SAMPLING: Sampling may be defined as the selection of an aggregate or totally on the basis of which a judgment of reference about the aggregate of totally is made. Sampling is used in conducting surveys and in studying various problems concerning production management, time and motion studies, market research, various areas of accounting and finance and the like.

Sample size:

For the project 50 customers were taken into consideration and they were selected on the random basis.

Method of sampling:

The method of sampling, which selected, is non probability convenience sampling . In this method the sample insights are chosen primarily on basis of my convenience. The sample technique adopted for carrying out the survey is stratified random.

STATISTICAL TOOLS: Statistical techniques are to obtain findings and average information in logical sequence from the raw data collected. After tabulation of data research have used the following quantitative technique. y y Percentage analysis Charts

PERCENTAGE ANALYSIS

Percentage refers to special kind of ratio. This method is used as making comparsion between two or more services of data. Persenatage are used to decidable relationship. Persentage can also used to compare thge relative terries, the distribution of two or more services of data  CHARTS

Bar charts and pie charts are used to get a clear look at the tabulated data.

CHAPTER.VI

DATA ANALYSIS AND FINDINGS

1. OPINION OF CUSTOMERS ON PRODUCT AVAILABILITY. PERCENTAGE ANALYSIS: This table shows the customer opinion concerning the Availability of R N Infratech Ltd Composite Insulators. OPINION Excellent Good Fair Poor Total No. of Respondents Analysis: 40% are feeling that the product availability is Excellent, 52% of the product availability is good, 8% of the product availability is fair, None of them had faced poor product availability. Inference: The above analysis depicts that the majority of customers feel that the product availability of R N Infratech Limited Composite Insulators is good. NO. Of RESPONDENTS 20 26 4 0 50 PERCENTAGE 40% 52% 8% 0 100%

CHART ANALYSIS:

No of respondents

60 50 40 30 20 10 0
Opinion

Excellent

Good

Fair

Poor

Opinion of the respondents In the above graph, X-axis represents opinion and Y-axis represents No. of respondents. Inference: The above analysis depicts that the majority of customers feel that the product availability of R N Infratech Limited Composite Insulators is good.

Conclusion: The firm should take every necessary measure to contiue the existing ways of making the product available. This will increase the number of satisfied customers.

2. OPINION OF THE CUSTOMERS ON QUALITY OF PRODUCTS. PERCENTAGE ANALYSIS: This table shows the customer opinion concerning the Quality of R N Infratech Ltd Composite Insulators. OPINION Excellent Good Fair Poor Total No. of Respondents NO. Of RESPONDENTS 32 13 5 50 PERCENTAGE 64% 26% 10% 100%

Analysis: From the above it can be observed that 64% of the customers are feeling that the quality is Excellent, 26% of the customers feel that the quality is good, 10% of the customers feel that the quality is fair, None of them are there to say Quality is not good. Inference: The above analysis depicts that the majority of the customers feel that the quality of R N Infratech Limited Composite Insulators is Excellent.

CHART ANALYSIS:

70

No of respondents

60 50 40 30 20 10 0

Excellent

Good

Fair

Poor

Opinion of the respondents In the above graph, X-axis represents opinion and Y-axis represents No of respondents. Inference: The above analysis depicts that the majority of the customers feel that the quality of R N Infratech Limited Composite Insulators is Excellent. Conclusion: As most of the customers of the firm perceive the quality of the products to be excellent, the firm should ensure to maintain the same standards. This action will increase the loyalty of the customers towards the firm and its products

3. CUSTOMERS OPINION ON FEATURES OF PRODUCTS. PERCENTAGE ANALYSIS: This table shows the customer opinion concerning the Features of R N Infratech Ltd Composite Insulators. OPINION Excellent Very Good Good Poor Total No. of Respondents NO. Of RESPONDENTS PERCENTAGE 31 11 8 50 62% 22% 16% 100%

Analysis: From the above it can be observed that, 62% of the custmers are feeling that the features of Insulators is Excellenet, 22% of customers are feeling that the features of Insulators is very good, and 16% of them are the opinion that the features of Composite Insulators is good. However, there are no respondents to quote the features of Composite Insulators are poor. Inference: The above analysis depicts that majority of the customers feel that the overall efficiency of R N Infratech Ltd Composite Insulators is satisfactory.

CHART ANALYSIS:

70

No of respondents

60 50 40 30 20 10 0
Opinion

Excellent

Good

Fair

Poor

Opinion of the respondents In the above graph, X-axis represents opinion and Y-axis represents No. of respondents. Inference: The above analysis depicts that majority of the customers feel that the overall efficiency of R N Infratech Limited Composite Insulators is satisfactory. Conclusion: As most the customers are of the opinion that the efficiency of the firms products is good, the company should ensure to continue the same standards of efficiency further.

4. OPINION OF CUSTOMERS ON PACKAGING OF PRODUCTS. PERCENTAGE ANALYSIS: This table shows the customer opinion concerning the Packing of R N Infratech Ltd Composite Insulators. OPINION Excellent Good Satisfaction Dissatisfaction Total No. of Respondents NO. Of RESPONDENTS 18 21 9 2 50 PERCENTAGE 36% 42% 18% 4% 100%

Analysis: From the above we can be observed that, 36% are feeling that Goldstone Technologies packaging is Excellent, 42% are feeling that the Goldstone Technologies packing is good, 18% are feeling that the Goldstone Technologies Packaging is Satisfactory and 4% of the customers are dissatisfied with the packing. Inference: The above analysis depicts that the majority of customers feel that the packaging of R N Infratech Limited Composite Insulators is good.

CHART ANALYSIS:

No of respondents

45 40 35 30 25 20 15 10 5 0

Opinion

Excellent

Good

Satisfaction Dissatisfaction

Opinion of the respondents In the above graph, X-axis represents opinion and Y-axis represents No. of respondents. Inference: The above analysis depicts that the majority of customers feel that the packaging of R N Infratech Limited Composite Insulators is good. Conclusion: The firm should take certain necessary steps to give even better packaging than the existing one to completely wipe out the dissatisfied customers. However by giving better packaging to products customers will be satisfied to the hilt.

5. AWARENESS ON ALL PRODUCTS OF COMPOSITE INSULATORS. PERCENTAGE ANALYSIS: This table shows the customer opinion concerning the Awareness of all R N Infratech Ltd Composite Insulators. OPINION Well aware More aware Few known Dont know Total No. of Respondents Analysis: From the above we can be observed that, 44% are well aware about the Goldstone Technologies products, 32% are more aware about the Goldstone Technologies products, 18% are few known about the Goldstone Technologies products, and No one has in the list of Dont about Goldstone products. Inference: The above analysis depicts that the majority of customers aware about the R N Infratech Limited Composite Insulators. NO. Of RESPONDENTS 22 16 12 50 PERCENTAGE 44% 32% 24% 100%

CHART ANALYSIS:

No of respondents

45 40 35 30 25 20 15 10 5 0

Opinion

Well aware

More aware

Few known Dont know

Opinion of the respondents In the above graph, X-axis represents opinion and Y-axis represents No. of respondents.

Inference: The above analysis depicts that the majority of customers awre about the R N Infratech Limited Composite Insulators. Conclusion: Firm should aware the people about our products. This will improves the firms credibility as well as it will changes the most known customers to well known customers. Then automaticlly it will leads to sales promotion.

6. WHAT IS OUR RANKING COMPARED WITH THE SIMILAR PRODUCTS ON THE MARKET PERCENTAGE ANALYSIS: This table shows the customer opinion concerning the Ranking of R N Infratech Ltd Composite Insulators on the market. OPINION Excellent Good Satisfaction Dissatisfaction Total No. of Respondents NO. Of RESPONDENTS 22 16 10 2 50 PERCENTAGE 44% 32% 20% 4% 100%

Analysis: From the above we can observed that, 44% are feeling that Goldstone Technologies Ranking in market is Excellent, 32% are feeling that the Goldstone Technologies Ranking in market is good, 20% are feeling that Goldstone Technologies Ranking in market is Satisfactory and 4% of the customers are dissatisfied with the Ranking in market. Inference: The above analysis depicts that the majority of customers feel that the Ranking of R N Infratech Limited Composite Insulators is Excellent.

CHART ANALYSIS:

No of respondents

45 40 35 30 25 20 15 10 5 0

Opinion

Excellent

Good

Satisfaction Dissatisfaction

Opinion of the respondents In the above graph, X-axis represents opinion and Y-axis represents No. of respondents. Inference: The above analysis depicts that the majority of customers feel that the Ranking of R N Infratech Limited Composite Insulators is Excellent. Conclusion: The firm should take certain necessary steps to give even better Ranking than the existing one to completely wipe out the Market standards. However by giving better Ranking to products customers will be satisfied to the hilt.

7. HOW ABOUT THE RELIABILITY (BEING WRITTEN ON EACH BURNER) TO OUR PRODUCTS PERCENTAGE ANALYSIS: This table shows the customer opinion concerning the Reliability of R N Infratech Ltd Composite Insulators. OPINION Excellent Good Satisfaction Dissatisfaction Total No. of Respondents NO. Of RESPONDENTS 20 20 8 2 50 PERCENTAGE 40% 40% 16% 4% 100%

Analysis: From the above we can be observed that, 36% are feeling that Reliability on Goldstone Technologies products are Excellent, 42% are feeling that Reliability on Goldstone Technologies products are good, 18% are feeling that Reliability on Goldstone Technologies products are fair, and 4% of the customers are dissatisfied with the Reliability. Inference: The above analysis depicts that the majority of customers feel that the packaging of R N Infratech Limited Composite Insulators is good.

CHART ANALYSIS:

No of respondents

40 35 30 25 20 15 10 5 0

Opinion

Opinion of the respondents In the above graph, X-axis represents opinion and Y-axis represents No. of respondents. Inference: The above analysis depicts that the majority are feel that the Reliability of R N Infratech Limited Composite Insulators is Excellent & Good. Conclusion: The firm should take certain necessary steps to give even better Reliability than the existing one to completely wipe out the dissatisfied customers. However by giving better Reliability to products customers will be satisfied to the hilt.

Excellent

Good

8. WHAT ABOUT THE COMPATIBILITY (PLAY BACK SUCCESSFULLY) OF OUR PRODUCTS PERCENTAGE ANALYSIS: This table shows the customer opinion concerning the Compatibility of R N Infratech Ltd Composite Insulators. OPINION Excellent Good Satisfaction Dissatisfaction Total No. of Respondents NO. Of RESPONDENTS 22 20 8 0 50 PERCENTAGE 44% 40% 10% 0% 100%

Analysis: From the above we can observe that, 36% are feeling that Goldstone Technologies Compatibility is Excellent, 42% are feeling that the Goldstone Technologies Compatibility is good, 18% are feeling that the Goldstone Technologies Compatibility is Satisfactory and 4% of the customers are dissatisfied with the Compatibility. Inference: The above analysis depicts that the majority of customers feel that the Compatibility of R N Infratech Limited Composite Insulators is Excellent.

CHART ANALYSIS:

No of respondents

40 35 30 25 20 15 10 5 0

Opinion

Opinion of the respondents In the above graph, X-axis represents opinion and Y-axis represents No. of respondents. Inference: The above analysis depicts that the majority of customers feel that the Compatibility of R N Infratech Limited Composite Insulators is good. Conclusion: The firm should take certain necessary steps to give even better Compatibility than the existing one to completely wipe out the dissatisfied customers. However by giving better Compatibility to products customers will be satisfied to the hilt.

 

ll nt

Good

Satisfaction Dissatisfaction

9. OPINION OF CUSTOMERS ON PRICE OF THE PRODUCT PERCENTAGE ANALYSIS: This table shows the customer opinion concerning the Pricing of R N Infratech Ltd Composite Insulators. OPINION Very High High Reasonable Low Total No. of Respondents Findings: From the above graph we can be observed that, 46% of the custmers are feeling that product price is very high, 30% of them feel that the price of the product is high, 24% of them feel that the price is reasoable & None of them are of the opinion that the price is low. Inference: The above analysis depicts that majority of the customers feel that price of the product is abnormal or very high. NO. Of RESPONDENTS 23 15 12 50 PERCENTAGE 46% 30% 24% 100%

CHART ANALYSIS:
50 45 40 35 30 25 20 15 10 5 0

No .of Respondents

Opinion

Very High

High

Reasonable

Low

Opinion of the respondents In the above graph, x-axis represents opinion and y-axis represents No. Of respondents.

Inference: The above analysis depicts that majority of the customers feel that price of the product is abnormal or very high.

Conclusion: Since most of the customers strongly feel that the prices of the products are high, the firm should reduce the prices to affordable level. This will lead to increase in sales and will enhance the customer satisfaction levels.

10. HAVE THESE DISTRIBUTING CHANNELS ARE AVILABLE TO YOU? PERCENTAGE ANALYSIS: This table shows the customer opinion concerning the Distributing channels of R N Infratech Ltd Composite Insulators. OPINION Most available More available Available Not available Total No. of Respondents NO. Of RESPONDENTS 16 18 10 6 50 PERCENTAGE 32% 36% 20% 12% 100%

Analysis: From the above we can observe that, 32% Distributing channels are Most available to the customers, 36% Distributing channels are More available to the customers, 20% Distributing channels are Available to the customers and 12% Distributing channels are Not available to the customers. Inference: The above analysis depicts that the majority of customers feel that the Distributing channels are More available.

CHART ANALYSIS:

No of respondents

40 35 30 25 20 15 10 5 0
Opinion

Most available More available Available

Not available

Opinion of the respondents In the above graph, X-axis represents opinion and Y-axis represents No. of respondents. Inference: The above analysis depicts that the majority of customers feel that the Distributing channels are More available. Conclusion: The firm should take certain necessary steps to give even better Distributing channels than the existing one to completely wipe out the dissatisfied customers. However by giving better Distributing channels to customers will be satisfied to the hilt.

11. HOW DO YOU RATE OUR DELIVERY ON TIME PERFORMANCE AND OUR COMMITMENT TO MEET YOUR DELIVERY EXPECTATIONS? PERCENTAGE ANALYSIS: This table shows the customer opinion concerning the Delivery rate of Time performance & Commitment. OPINION Excellent Good Satisfaction Dissatisfaction Total No. of Respondents NO. Of RESPONDENTS 18 21 9 2 50 PERCENTAGE 36% 42% 18% 4% 100%

Analysis: From the above we can be observed that, 36%, Delivery rate of Time performance & Commitment is Excellent, 42%, Delivery rate of Time performance & Commitment is Good, 18%, Delivery rate of Time performance & Commitment is Satisfied, and 4%, Delivery rate of Time performance & Commitment is Dissatisfied, Inference: The above analysis depicts that the majority of customers feel that the Delivery rate of Time performance & Commitment is good.

CHART ANALYSIS:

No of respondents

45 40 35 30 25 20 15 10 5 0

Opinion

Opinion of the respondents In the above graph, X-axis represents opinion and Y-axis represents No. of respondents. Inference: The above analysis depicts that the majority of customers feel that the Delivery rate of Time performance & Commitment is good. Conclusion: The firm should take certain necessary steps to give even better Delivery rate of Time performance & Commitment than the existing one to completely wipe out the dissatisfied customers. However by giving better Delivery rate of Time performance & Commitment to customers will be satisfied to the hilt.

" ! # " ! 

Excellent

Good

12. CAN OUR COMOSITE INSULATORS WORKING PROPERLY? PERCENTAGE ANALYSIS: This table shows the customer opinion concerning the Working nature of R N Infratech Ltd Composite Insulators. OPINION Excellent Good Satisfaction Dissatisfaction Total No. of Respondents NO. Of RESPONDENTS 30 15 5 50 PERCENTAGE 60% 30% 10% 100%

Analysis: From the above we can be observed that, 60% are feeling that Working nature composite insulators are Excellent, 30% are feeling that Working nature composite insulators are good, 10% are feeling that Working nature composite insulators are Satisfactory and No customers are dissatisfied with the Working nature. Inference: The above analysis depicts that the majority of customers feel that the Working nature of R N Infratech Limited Composite Insulators is good.

CHART ANALYSIS:

No of respondents

60 50 40 30 20 10 0
Opinion

Opinion of the respondents In the above graph, X-axis represents opinion and Y-axis represents No. of respondents. Inference: The above analysis depicts that the majority of customers feel that the Working nature of R N Infratech Limited Composite Insulators is good. Conclusion: The firm should take certain necessary steps to give even better Working nature than the existing one to completely wipe out the dissatisfied customers. However by giving better Working nature to products customers will be satisfied to the hilt.

' '&%$

ll nt

Good

Satisfaction Dissatisfaction

CHAPTER 7
RECOMONDATIONS & SUGGESTIONS

RECOMONDATIONS: 1) It is better to concentrate on the Composite Suspension Insulators because the efficiency of the Composite Insulators is more and most of the customers are preferring this product, when compared to other products 2) In fixing the price of the product the following factors should be kept in the mind, because most of the customers feel that the price of the products is high. y y y y y y Selection of the sub-supplier (vendors) Keeping reasonable inventory Service providers like transporters, agents etc. Maximum utilization of manpower and machinery etc., Optimum design. Proper planning. These activities will help in reducing the unnecessary costs incurred by the company. Moreover this accrued value can be passed on to the customer by reducing the price.

SUGGESTIONS:

y The promotional activities taken by the company need to be more effective. If the firm promotes the products rigorously and effectively then the customers will get more information regarding the Composite Insulators. y The company can further enhance its After-Sale services by adopting the latest practices. Few of the practices are listed below.  Opening a 24hrs or 12 hrs Toll-free numbers to register customer complaints.  Attending the customers complaints in the least possible time by having service points at all dealerships.   Free service camps once or twice in a year. Adopting techniques like Six-Sigma to reduce the repetitions of the errors.

BIBLIOGRAPHY

Reference Books y y Marketing Management by Philip Kolter Research methodology by C.R.KOTHARI

Search Engines y Company Website: www.goldstonepower.com y y Company Manuals (News papers) www.google.com

QUESTIONNAIRE

Please tick ( ) the appropriate block of your options for the questionnaire given below 1. OPINION OF CUSTOMERS ON PRODUCT AVAILABILITY. Excellent ( ) Fair ( ) Good ( ) Poor ( )

2. CUSTOMERS OPINION ON FEATURES OF PRODUCTS. Excellent ( ) Fair ( ) Good ( ) Poor ( )

3. OPINION OF THE CUSTOMERS ON QUALITY OF PRODUCTS. Excellent ( ) Fair ( ) Good ( ) Poor ( )

4. OPINION OF CUSTOMERS ON PACKAGING OF PRODUCTS. Excellent ( ) Fair ( ) Good ( ) Poor ( )

5. AWARENESS ON ALL PRODUCTS OF COMPOSITE INSULATORS. Well aware Few known More aware Dont know

6. WHAT IS OUR RANKING COMPARED WITH THE SIMILAR PRODUCTS ON THE MARKET. Excellent ( ) Fair ( ) Good ( ) Poor ( )

7. HOW ABOUT THE RELIABILITY (BEING WRITTEN ON EACH BURNER) TO OUR PRODUCTS Excellent ( ) Fair ( ) Good ( ) Poor ( )

8. WHAT ABOUT THE COMPATIBILITY (PLAY BACK SUCCESSFULLY) OF OUR PRODUCTS Excellent ( ) Fair ( ) Good ( ) Poor ( )

9. OPINION OF CUSTOMERS ON PRICE OF THE PRODUCT Very High ( ) High ( ) Low ( )

Reasonable ( )

10. HAVE THESE DISTRIBUTING CHANNELS ARE AVILABLE TO YOU? Most available ( ) Available ( ) More available ( ) Not available ( )

11. HOW DO YOU RATE OUR DELIVERY ON TIME PERFORMANCE AND OUR COMMITMENT TO MEET YOUR DELIVERY EXPECTATIONS? Excellent ( ) Fair ( ) Good ( ) Poor ( )

12. CAN OUR COMOSITE INSULATORS WORKING PROPERLY? Excellent ( ) Fair ( ) Good ( ) Poor ( )

13. DO YOU FEEL THE STYLE AND ATTRACTIVENESS TO OUR WEBSITE Excellent ( ) Fair ( ) Good ( ) Poor ( )

14. DOES OUR WEBSITE PROVIDE THE KIND OF INFORMATION THAT YOU NEED? Excellent ( ) Fair ( ) Good ( ) Poor ( )

15. DO YOU NEED TECHNICAL IMPROVEMENT TO COMPOSITE INSULATORS PRODUCTS? Lot of need ( ) Fair need ( ) More need ( ) No need ( )

16. WHICH ADVERTISING MEDIA IS ATTRACTED TO YOU MOST? Journals Own Website ( ) ( ) Newsletters ( )

B2B Portals, Other famous sites ( )

17. DOES OUR MATERIALS IN OUR R N INFRATECH LTD BE KEPT MOST UP-TODATE Technology ( ) Testing ( ) Storing Advertising ( ) ( )