Bectochem_customer Satisfaction Index

1

Summer Internship Project

Development of a Customer

Satisfaction Index

2

Development of a Customer Satisfaction Index

By

RAKESH KUMAR PUROHIT

Under the Guidance of

Mr. Sanjay Jadhav Ms. Gunjan Malhotra

Business Head Assistant Proffessor

Bectochem Consultants and Engineers Pvt. Ltd. IMT, GHAZIABAD

Mumbai

April-May, 2011

3

The following Summer Project Report titled "Development of a Customer Satisfaction Index” is hereby approved as a

certified study in management carried out and presented in a manner satisfactory to warrant its acceptance as a

prerequisite for the award of Post-Graduate Diploma in Business Management for which it has been submitted. It is

understood that by this approval the undersigned do not necessarily endorse or approve any statement made, opinion

expressed or conclusion drawn therein but approve the Summer Project Report only for the purpose it is submitted.

Summer Project Report Examination Committee for evaluation of Summer Project Report

Name Signature

1. Faculty Examiner _____________________ ___________________

2. PG Summer Project Co-coordinator _____________________ ___________________

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Certificate from Summer Project Guides

This is to certify that Mr. Rakesh Kumar Purohit, a student of the Post-Graduate Diploma in Business Management,

has worked under our guidance and supervision. This Summer Project Report has the requisite standard and to the best of

our knowledge no part of it has been reproduced from any other summer project, monograph, report or book.

Mr. Sanjay Jadhav Ms. Gunjan Malhotra

Business Head Assistant Proffessor

Bectochem Consultants and Engineers Pvt. Ltd. IMT, GHAZIABAD

Mumbai

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Acknowledgement

It is indeed a great pleasure to express my sense of profound gratitude & indebtedness to all the people who have been

instrumental in making my internship a rich experience. I got the opportunity to do a challenging project in Bectochem

Consultants and Engineers Pvt. Ltd. The project is the important part of our study and gives us a real practical exposure

to the corporate world and it is almost impossible to do the same without the guidance of mentors .While doing the

topic “Development of a Customer Satisfaction Index” I received immense guidance and help from several mentors

It gives me immense pleasure to acknowledge Bectochem Consultants and Engineers Pvt. Ltd, which has been

kind enough to give me a chance to do my summer training and provided me wonderful support throughout my training

period.

I am thankful to Mr. Sanjay Jadhav for allowing me to do my research on Customer responses and their issues.

I am grateful for his exceptional support for my study throughout these eight weeks. I have learned the meaning of

marketing and professionalism from this great personality.

I wish to thank my project guide Dr. Gunjan Malhotra for her guidance during my project. I am grateful to my college

director Dr. Bibek Banerjee for his support.

Rakesh Kumar Purohit

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ABSTRACT

Bectochem is a very well-known industry in the process manufacturing fraternity. Since its inception in 1978, it has

always taken greater strides in contributing a greater value to the sector. The various ranges of product lines of

Bectochem stand a testimony to the fact that continuous innovation can always help the company to gain a competitive

advantage. Being a great company it has always tried to match the demands of its prestigious clients.

It has a very big clientele with very big names like Hindustan unilever, proctor and gamble and glaxo smithkline

associated to it. The various quality control measures it follows make it one of the favored suppliers for the

pharmaceutical clients. There are various international joint ventures of Bectochem which helped it in bringing a lot

of new technologies on board .

The main objective of the project is to do an extensive analysis of the customer responses and to find out the problems

in the industry from the customers perception. The secondary objective is laying down satisfaction levels of the

customer, identifying the priorities , laying down strategies for the company keeping the cultural and the social

environmental and resources in mind .

Towards the attainment of this objective I have done a thorough analysis of all the clients’ responses to a

questionnaire. I have also done a trend analysis of all the parameters to find out the areas on which the company has

improved or degraded. I have done a regression analysis to find out the degree of explainable variation of the

dependent variable by the independent variable. This has also helped me in trying to find out the priorities in the

customer service from the users perception. After a thorough analysis I have laid down strategies giving ample proof

for each strategy. The individual divisional analysis has also been done to identify the amount of problems in each

product line and the consumer behavior in each of them.

It was found that the major problem lies in the communication and post sales service. The timely delivery is also a

major problem which gets hampered due to the lack of proper communication from both the cleints and company side

but the customer lays down the communication variable a greater importance then the timely delivery as far as new

installation machines are concerned but for the post sales service , timely responsiveness of the complaints personnel

is taken as high priority .

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The strategies laid down are in consultation with internal as well as external customers keeping the company capacities

in mind. I have also designed a customer satisfaction questionnaire which can he hence forth be used for all customer

touch points.

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Contents

1. INTRODUCTION

1.1 - COMPANY HISTORY ----------------------------------------------------------------------------- 11

1.2 VISION------------------------------------------------------------------------------------------------13

1.3 MISSION -----------------------------------------------------------------------------------------------13

1.4 CERTIFICATIONS ------------------------------------------------------------------------------------13

1.5 SWOT-----------------------------------------------------------------------------------------------------14

2. OPERATING PROCEDURES

2.1 KICK OFF MEETING IN MUMBAI -------------------------------------------------------------------16

2.2 DESIGN --------------------------------------------------------------------------------------------------18

2.3 PLANNING ----------------------------------------------------------------------------------------------18

2.4 MANUFACTURING-------------------------------------------------------------------------------------19

2.5 TESTING--------------------------------------------------------------------------------------------------19

2.6 DISPATCH AND INSTALLATION---------------------------------------------------------------------19

3. RESEARCH METHODOLOGY

3.1 PROBLEM FORMULATION----------------------------------------------------------------------------22

3.2 RESEARCH DESIGN----------------------------------------------------------------------------------------23

3.3 PERIOD OF STUDY ----------------------------------------------------------------------------------------23

3.4 SAMPLING DESIGN -----------------------------------------------------------------------------------23

3.5 LIMITATIONS-------------------------------------------------------------------------------------------24

4. DATA ANALYSIS AND INTERPRETATION

4.1 OLD CUSTOMER SATISFACTION FORM ----------------------------------------------------26

4.2 ANAMOLIES ------------------------------------------------------------------------------------26

4.3 INDIVIDUAL VARIBLE ANALYSIS OF THE OLD CUSTOMER SATISFACTION FORM--29

4.4 INFERENCES----------------------------------------------------------------------------------------31

4.5 NEW CUSTOMER SATISFACTION FORM---------------------------------------------------33

4.6 ANAMOLIES-----------------------------------------------------------------------------------------37

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4.7 ANALYSIS OF THE NEW CUSTOMER SATISFACTION FORM ---------------------------------38

4.7.1 REGRESSION ANALYSIS ----------------------------------------------------------------38

4.7.2 INDIVIDUAL VARIABLE ANALYSIS---------------------------------------------------- 39

4.7.3 DESCRIPTIVE STATISTICS---------------------------------------------------------------44

4.8 COMPARATIVE ANALYSIS BETWEEN OLD CUSTOMER SATISFACTION FORM AND THE NEW CUSTOMER

SATISFACTION FORM -------------------------------------------------------------------------------- --52

4.9 INDVIDUAL SECTOR ANALYSIS

4.9.1 ISOLATOR DIVISON----------------------------------------------------------------------------56

4.9.2 PHARMA DIVISON----------------------------------------------------------------------------- 66

4.10 CUSTOMER FRIENDLY FEEDBACK FORM -------------------------------------------------------------------67

4.11 MOTIVATION AND BUYING EXPERIENCE SURVEY QUESTIONNAIRE----------------------------------67

4.12 RECCOMMENDATION----------------------------------------------------------------------------------------------70

4.13 OVERALL SATISFACTION LEVEL-----------------------------------------------------------------------------------70

5. STRATEGIES--------------------------------------------------------------------------------------------------------------------71

5.1 COMMUNICATION --------------------------------------------------------------------------------------------------72

5.2 POST SALES SERVICE ----------------------------------------------------------------------------------------------74

6. CONCLUSION -------------------------------------------------------------------------------------------------------------------77

7. APPENDIX -----------------------------------------------------------------------------------------------------------------------79

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INTRODUCTION

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-

It is one of the leading process equipment manufacturers in INDIA since 1978.It deals in pharmaceutical, active

pharmaceutical ingredients, food and cosmetics and allied industries. It has a 500 + work force in INDIA. It has

manufacturing setups at ANKALESHWAR (Gujarat) and PUNE (Maharashtra).It has Joint ventures with 6 organizations

in INDIA.

They are:-

1. FITZPATRICK

2. Hecht

3. Sterivalve

4. Riva

5. RML

6. CSP

BECTOR- HECHT – A joint venture company is largest containment solutions provider in the world.

Bectochem has 4 major product divisions:-

1. Pharma

2. Food and cosmetics

3. Isolators

4. API.

The products of Bectochem are found in 5 continents of the world. Introducing barrier isolator technology to

India in 2004, Bectochem is the acknowledged expert in the specialized and technically demanding field of

design & manufacture of high specification barrier containment systems.

The industries that are served are:-

1. API Manufacturing

2. Solids Formulations

3. Liquid Formulations

4. Ointment Formulations

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Bectochem has been a major exhibitor in many of the exhibitions happening in and out of the country. Some of the

notables ones were:-

1. Pak Pharma Expo ’08 held on 14-16 October ’08 at Karachi Expo Center, Karachi, Pakistan

2. Israchem, the International exhibition for Industrial Processing, Chemical Engineering, Measurement,

Control and Instrumentation, Water & Fluid in Israel held on February 17th-19th, 2009

3. Official Sponsors of Scientific Program-cum-Workshop Seminar on Quality Risk & management held on

23-24 March ’09 at Amman, Jordan.

4. ChemProtech Exhibition at Bombay Exhibition Center, NSE ground, Mumbai 15th & 16th April 2010.

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Think Different Engineer Smart

To be an INR 1000 million company by 2011

Passion

Respect

Integrity

Diligence

Ethical

Values are enhanced through:-

Product

People

Process

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STRENGTH:-

Product Quality

Product Diversity

A diversified network of Agents.

WEAKNESS:-

Lack of communication

Delays on Delivery

Lack of certain data

Customer Service

Lack of Team Work

OPPURTUNITIES:-

Taylor to made machinery for changing needs

Untapped Market

THREATS:-

Competitors

Low efficiency

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Operation Procedure

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Kick Off meeting is initiated after getting the URS from the client.

Task Person Responsible Review Time Line

Kick off meeting Mumbai

Kick off Meeting

Plant

Design Planning

Store

Production Testing

Installation

Recording

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Ones the URS is received, a Kick Off meeting has to be initiated

Project Director Within a week of receiving URS

Besides FAQ, technical details are discussed and timelines for design, planning, production, installation are fixed

Project Director

MoM is prepared and signed by Project director and Client Representative

Project Engineer 1 day after meeting

Project plan is prepared Project Engineer 2 days

A Technical Checklist is prepared consisting of following details

Layout Details

Mechanical Design data

Details of main components

Material data

PLC automation and control

Electrical Instrumentation

Utilities

Overall Dimensions

Level of Documentation

List of spares

Marketing dept/Project Engineer

Project Director 2 days

Update of order details job no and job details in Brahma

Marketing Dept General Manager 2 days

FDS and Component list is forwarded for clients approval

Documentation Dept QA Manager 5 days

A kick off meeting is held at plant level by PMO, production, quality, design teams

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After Kick off meeting, the GA and PI drawings are prepared by design team

Task Person Responsible Review Timeline

Indent drawing is sent to production for planning purpose

Drawing Dept Design Manager 3 days

Making of drawing log according to sequence of drawing

Drawing Dept Design Manager 1 day

Sending drawings to client and getting approved, making required correction

Project Engineer Project Director 10 day

Commercial Implication of approved Drawing

Project Director

Issue of approved drawings to Works at Mumbai, Pune and Ankaleshwar

Drawing Dept Project Director 1 day

Old drawings returned from Works

Production Dept Design Manager 1 day

Update of clients approval of drawings in Brahma

Marketing Dept General Manager 1 day

After receiving the detailed design, Planning team prepares BOM, checks available material and orders required material

Task Person Responsible Review Time Line

Preparation of BOM Planning dept Technical director Approx. 45 days

Forwarding the BOM to Store for update of JTR

Planning Dept Technical Director

PO for material not available with store

Planning Dept Technical Director

Procurement of material, Quality

Store, QA dept Technical Director

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testing of the material and binning, MRN update in Focus

Ones the material is procured, production process starts


Production of Job Production Dept Technical Director

Monitoring progress of job

Production Engineer

Technical Director

Weekly reporting of the status of job

Production Manager

Technical Director

After production the job is tested as follows


Pre FAT Production Dept

FAT trail by QA department and client

QA Engineer Production Manager

Documentation of FAT protocol

Documentation Dept QA manager

Ones the job is OK tested, it is prepared for dispatch


Issuance of Dispatch Instructions to plant

Project Director

Advance intimation by factory 10 days before

Production Manager

Thorough checking of equipment before

QA Engineer

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despatch

Arrangements to comply with legal norms

Production Manager

Insurance of goods and unloading instructions

Production manager

Submission of documents/manuals to client

Documentation dept QA Manager

Generation of Shipment document and Invoice

Marketing Dept

Filing of records in Job file

By all concerned with job

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Research Methodology

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:

As we now have an overview of the issues in the industry, I have gone forward to understand the customer perceptions

about the industry and the changes that are visible to them.

Developing a customer satisfaction index usually ends up in getting the following results:-

1. Identifying the customer satisfaction parameters.

2. Consumer preferences.

3. Valuation of the company in front of the competitors

4. To understand the future needs of the customer in terms of the service.

5. Understanding the customer touch points where the service goes wrong.

So, for this I have formulated some variables which I could find out from the interaction, analysis of the old

customer data and through a factor analysis on the old data. These factors were also drawn out by a sample

questionnaire survey on a pilot group.

The variables are:-

1. Communication

2. Technical proficiency

3. Quality of service

4. Quality of product

5. Performance

6. Wider benefits of the customer

7. Post sales service

The communication tests the inner communication between the company and the also to the cleints part

The technical proficiency variable is of utmost importance as this is a clear indicator of the type of service by

the post sales service personnel

Quality of service, quality of product is the general independent variables which are affected by a lot of factors.

The other factors are more of trying to give the customer the extra perceived benefits which are generally

expected in satisfaction.

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-

The general method of research design was more of a primary research. The total survey was done all the business to

business clients. This was more of a descriptive research method which was used to find out the customer preferences and

laying down strategies for that.

:-

The study was conducted for a period of around 50 days starting from 6h April 2010 to 25

th May

2010.

Type of universe:-

The first step in developing any sample design is to define the set of objects, technically called the'

Universe' to be studied. The universe of this research study is 'finite' in nature because the total number of

items is certain. There were around 40 clients.

Sampling Unit:

In this research, the entire universe was not taken for the study. The sample included the pharmaceutical

industries, processed food industries.

Sample size:

This refers to the number of passengers who are all interviewed from the universe to constitute a sample.

The size of the sample should be neither excessively large nor too small.

The sample size of this study is 40 clients.

Sampling Technique:

The sample technique is the judgment sampling technique. Judgment sampling is a common non-

probability method. The research selects the sample based on judgment. This is usually an extension of

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convenience sampling, for example, a researcher may decide to draw the entire sample from one

"representative" population.

Data collection:-

A primary method of data collection was used in it by the use of questionnaire survey. The mode of

data collection was online.

There are certain limitations when the research was done. The limitations are as follows:

1. Only a small percentage of the population were interviewed and questioned.

2. The work was generally delegated to the assistants due to whom the exact statistics may not have

been reflected.

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Data Analysis and Interpretation

26

.

The old customer form which was earlier done by the company employees had not been analyzed and questionnaire is as

follows:

How do you rate Bectochem in terms of the following?

1. Quality and performance

2. Installation

3. Timely delivery

4. Post sales service

5. Communication

The problem with the old customer satisfaction form is as follows:

1. Conformance quality should have included the following factors:-

• The quality of the raw materials used

• The quality of finishing

• Has the product been manufactured according to the specification laid down by the client

• Has the controls been clearly calibrated

• Have the spares used in that are according to the standards laid down by the client

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2. The performance should have been valued by:-

• Whether it is working properly

• In what time do the parts or the spares of the machine need replacement

• Are the spares performing alright

• Is it giving the required amount promised or is it exceeding that or less than that what is expected

• Has the use of such machines solved some other problems of the company

3. The timely delivery should have been valued by:-

• Timely dispatch of machines at the client’s site

• Timely dispatch of shares at the client’s site

• Adherence of each stage of work to the clients

• Timely receipt or status of raw materials to the company should also be known to the client

• Timely arrival of the after sales service person or technician in case of any emergency

4. The installation and commissioning should have been valued by:

• Proper installation of machines at the clients place

• Proper manufacture of the equipment according to the required dimensions

• Proper SAT being done

• Proper FAT being done

• Has the equipment properly in dimension at the clients place

• SAT deviance report properly prepared

5. The variable of communication and co-ordination can be valued by:

• Proper real time communication being conveyed to the clients about the development of their work

• Timely reports being sent to client regarding the development

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• Behavior of the employees when any question or query is being sent by the clients

• Ease of Access to after sales service personnel

• Involvement of the client in a restricted manner in the total manufacturing process

6. The variable of after sales service should have been valued by:

• The availability of the after sales service personnel

• The swiftness of response to any complaints of the client

• The efficiency of the after sales service professional in correcting the errors or disorders in the system

• The behavior of the after sales service personnel

• The timely visits or any mode of correspondence of the after post sales service personnel

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QUALITY

PERFORMANCE:

very good 8%

good 76%

average 12%

poor 0%

na 4%

verygood

good

average

poor

na

very good 8%

good 76%

average 12%

poor 0% NA

4%

very good

good

average

poor

NA

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TIMELY DELIVERY:

INSTALLATION AND COMISSIONING:

very good 16%

good 24%

average 16%

poor 40%

na 4%

very good

good

average

poor

na

very good 12%

good 48%

average 28%

poor 12%

na 0%

very good

good

average

poor

na

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POST SALES SERVICE:

The problems of the customers lie mainly in 3 major criteria:

• Timely delivery

• Lack of communications

• No proper responsiveness post sales.

very good 8%

good 40%

average 32%

poor 16%

na 4%

very good

good

average

poor

na

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• There is no proper visit of the after sales service personnel. And if sent they are not proficient enough to correct

the disorders.

• The after sales service is not prompt enough or responsive.

• No proper timely delivery of the product. Deadlines have not been adhered to.(score is very poor on this grounds )

• The communication is not being done to the clients at regular intervals and also no timely reports have been sent.

33

:

BECTOCHEM CONSULTANTS & ENGINEERS PVT LTD

204-205/5C, MITTAL INDUSTRIAL ESTATE, ANDHERI (EAST)

MUMBAI 400 059, INDIA

Phone: +91 22 2850 0008 / 2850 2400

Fax: +9122 28506785

www.bectochem.com

We are always looking for ways to improve the quality of our services. Please take a few minutes to answer the following questions based on your expectations of our product. Your comments and suggestions will be used to improve processes and our ability to respond to your future requests for services.

Please use this symbol to indicate your choice

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Name

Address

E-mail

Phone

Fax

Feedback Form No.

Date of Submission

Activity Agree Neutral Disagree

Variables identified

ENQUIRY STAGE

Was enquiry acknowledged in time? Communication

Did the Sales Personnel understand the requirements clearly?

Technical proficiency

Did you find the interaction with our Sales personnel pleasant?

Communication

Was the marketing material provided: Brochures/Presentation/Demonstration to your expectation?

Communication

Was the Sales personnel Technical competent and possessed knowledge on subject?


PRE SALE ACTIVITY

Do you find our website informative and interactive?

Communication


How easy do you find it is to communicate with our company over telephone/emails?

Communication

Was the Techno Commercial offer submitted on time?

Timely delivery

Were the concept drawing provided to you in time?

Timely delivery

Were the Technical and Commercial discussions to your satisfaction?

Wider benefit of the customer /

communication

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How do you rate the Technical competency of our Engineer? (On score of 1 to 10 in suggestion column)


POST SALE ACTIVITY

Were the Purchase Order and commercial terms acknowledged?

Communication

Was the technical scope clear? Technical proficiency

Did we submit the Project Plan in time? (If applicable)

Communication

Were the drawing submitted and acknowledged in time?

Timely delivery

Were the interactions to your satisfaction during the drawing approval stage?

Communication

Were all the technical issues resolved to your satisfaction in time?

Timely delivery /post sales service

EXECUTION / MANUFACTURING STAGE

Did we provide Progress reports / Feedback on the project status in time?

Timely delivery

Did we resolve all /any outstanding technical issues to your satisfaction?

Communication/timely delivery

On encountering problems or hold up, Did you find the resolving attitude?

Communication

INSPECTIONS / FAT STAGE

Were you notified on Job readiness status and FAT dates well in time before your arrival?

Communication/timely delivery

Were suitable arrangement made for during FAT?

Wider benefits of the customer

Was the Job ready to your satisfaction during FAT?

Quality of service

Was the Product Quality to your satisfaction?

Quality of product /performance

Was our team FAT team hospitable and courteous?

Communication /wider benefits of the customer

Were the documents in order during the FAT stage?

Communication

Was FAT compliance/deviation report prepared and action plan prepared?

Quality of service

DESPATCH /LOGISTICS


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Was FAT deviation compliance report submitted for approval prior to dispatch?

Timely delivery

Was the date, mode of dispatch confirmed to you prior to dispatch?

Communication / timely delivery

Was the quality of packing, as agreed, to your satisfaction?

Quality of service

Were you satisfied with the accuracy of packing List?

Quality of service

INSTALLATION & COMMISSIONING

Was Pre site survey form (Pre Installation) submitted to you prior to deputation of Installation Engineer?

Communication

Was the date of arrival of Installation Engineer / Technical team confirmed in advance?

Communication

Were you satisfied with the technical proficiency, knowledge on product of the Installation Engineer deputed to site?

Tehnical proficiency

Did the Installation Engineer possess good communication and interpersonal skills ?

Communication

Were they carrying the Tools/tackles required for the Installation of equipment?

Quality of service

Were you satisfied with their quality of work at site?

Quality of service

Did he prepare the Site closure report with action plan?

Communication

DOCUMENTATION / OMM

Was the technical details captured to your satisfaction?


Were the specifications and data in the documents accurate?

Communication

Did it serve your purpose for your validation, compliances, SOP’s and audits?

Wider benefits of the customer

POST SALES ACTIVITIES

Were the spares list submitted to ensure trouble free operation of equipments?

Performance / quality of service/post sales service

Were the spares supplied in time? Timely delivery

Were there periodic visits of Installation Engineer/Technician and sales personnel?

Post sales service

EXCELLENT POOR

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How would you rate the overall service provided? 5 4 3 2 1

Quality of service

-

• From the customer perspective

a) very large form ( around 48 questions )

b) given as a doc and not as a link ( hence not friendly)

c) Very rigorous follow up was done

d) On a very busy schedule nobody would find time to fill such a large form trying to analysis all the aspects of the

transaction

e) The form was forwarded to more than one person in the same client company.

From the company’s perspective:

a) No Likert scale added.

b) Many variable like

1. Idea of next transaction

2. Recommendation of our product

c) Many feedbacks are taken before SAT , so we don’t get a proper view of all the aspects of the transaction

38

d) Quality of product did not have many questions to it

e) very large form to do a quantitative analysis

The detailed analysis has been structured into 3 parts:

• Regression analysis

• Individual variable analysis

• Vertical analysis

Regression Analysis:-

The regression analysis has been done of some of the variables. These variables have been arrived as having a

possible regression relationship between them

• They are :

39

1. Communication vs. quality of service

2. Communication vs. timely delivery

3. Quality of service vs. performance

4. Technical proficiency vs. Quality of service

5. Post sales service vs. quality of service.

6. Timely delivery vs. performance

Individual variable analysis:-

Communication

40

Quality of Product:-

Quality of service:

58.33%

0

41.67%

satisfied or more thansatisfied

neutral

dissatisfied

50%

25%

25% satisfied or morethan satisfied

neutral

dissatisfied

41

Performance:

Technical Proficiency

41.67%

16.67%

41.67%

satisfied or morethan satisfied

neutral

dissatisfied

66.67%

16.67%

8.33%


neutral

dissatisfied

42

Timely Delivery

66.67%

16.67%

8.33%


neutral

dissatisfied

58.33%

16.67%

25.00%


neutral

dissatisfied

43

Wider Benefits of the Customer

Post Sales Service:-

66.67%

8%

17%


neutral

dissatisfied

50%

0%

50%


neutral

dissatisfied

44

DESCRIPTIVE STATISTICS :-

Communication

Communication

Communication

N Valid 13

Missing 1

Mean 56.0945

Median 58.8200

Mode 58.82

Std. Deviation 34.76483

Variance 1208.593

Skewness -.417

Std. Error of Skewness .616

Kurtosis -1.211

Std. Error of Kurtosis 1.191

Range 100.00

Minimum .00

Maximum 100.00

Percentiles 10 2.3520

20 10.5840

25 23.5270

30 36.4572

40 51.7360

50 58.8200

60 71.7400

70 87.0200

75 88.2175

80 89.4100

90 97.6440

The descriptive statistics of communication

suggests that although the skewness and

the kurtosis results that much of the

customers are affected on the positive side

as the mean is on the higher side but the

area of concern is that the mode is still

58.82 percent which is much below industry

standards as other r competitor companies

have a much higher communication stats .

45

Quality of product:

quality of product

product quality

N Valid 13

Missing 1

Mean 53.8462

Median 100.0000

Mode 100.00


Variance 2692.308

Skewness -.175

Std. Error of Skewness

.616

Kurtosis -2.364


Range 100.00

Minimum .00

Maximum 100.00

Percentiles 10 .0000

20 .0000

25 .0000

30 .0000

40 .0000

50 100.0000

60 100.0000

70 100.0000

75 100.0000

80 100.0000

90 100.0000

The Quality of product did not have

optimum no. of questions through which it

can be properly analyzed but this certainly

provides us with a trend as to how the

customers perceive the product. The mean

is very low at around 53.38 percent which

suggests that the product is just to their

expectations and they need improvements

on this. The negative skewness and the

negative kurtosis just give an idea that

many of the customers are feeling the

same kind of quality which is hovering

around 53 percent .

46

Quality of service:

Service quality

service quality

N Valid 13

Missing 1

Mean 54.8077

Median 50.0000

Mode 25.00a


Variance 1237.981

Skewness .250


.616

Kurtosis -1.798


Range 87.50

Minimum 12.50

Maximum 100.00


20 22.5000

25 25.0000

30 25.0000

40 32.5000

50 50.0000

60 65.0000

70 87.5000

75 93.7500

80 100.0000

90 100.0000

The quality of service has been on a down

trend in the eyes of the customer. This has

been rightly proved from the fact that the

mode is only 25 percent. The skewness

being positive gives the idea that this is

reverberated by a majority of customers.

47

Performance:-

Performance

Performance

N Valid 13

Missing 1

Mean 38.4615

Median 50.0000

Mode .00


Variance 1730.769

Skewness .498


.616

Kurtosis -1.339


Range 100.00

Minimum .00

Maximum 100.00


20 .0000

25 .0000

30 .0000

40 .0000

50 50.0000

60 50.0000

70 50.0000

75 75.0000

80 100.0000

90 100.0000

The mode is 0 percent which means that the

maximum no. of customers feel that the

performance of the product is nil. The

positive skewness only reinforces the fact.

(The standard deviation is high because of

the less no. of responses and the low no. of

questions which were used to test the

parameter of performance .

48


technical proficiency

N Valid 13

Missing 1

Mean 69.2454

Median 83.3000

Mode 100.00


Variance 872.834

Skewness -.489


.616

Kurtosis -1.216


Range 83.40

Minimum 16.60

Maximum 100.00


20 33.3300

25 41.6650

30 50.0000

40 60.2000

50 83.3000

60 83.3120

70 96.6660

75 100.0000

80 100.0000

90 100.0000

The parameter of technical proficiency has

been good as perceived by the customers .

The mode of 100 percent and a mean of

around 70 percent is a good indicator of

this parameter . The negative skewness and

the negative kurtosis give an idea that

majority of the customers think the same

way .

49

Timely Delivery

Commtimelines

N Valid 13

Missing 1

Mean 61.5346

Median 72.7200

Mode 45.45a


Variance 1117.790

Skewness -.353


.616

Kurtosis -1.255


Range 90.91

Minimum 9.09

Maximum 100.00


20 23.6340

25 36.3600

30 45.4500

40 45.4500

50 72.7200

60 76.3560

70 89.0820

75 95.4500

80 100.0000

90 100.0000

The timely delivery is improving as the

median is around 72.72 percent. The mode

being 45.45 percent is the only concern as

the major customers who have answered

have given it a low rating. The negative

skewness and the negative kurtosis indicate

that the effect is on the positive side.

50

Wider benefits

Widerbenefits

N Valid 13

Missing 1

Mean 67.3077

Median 75.0000

Mode 100.00


Variance 1394.231

Skewness -.618


.616

Kurtosis -1.297


Range 100.00

Minimum .00

Maximum 100.00


20 25.0000

25 25.0000

30 30.0000

40 65.0000

50 75.0000

60 100.0000

70 100.0000

75 100.0000

80 100.0000

90 100.0000

Bectochem has been able to customized the

machines in such a manner that he

customer perceives that the machines have

given them an extra advantage at their end

like gaining a competitive advantage.

51

Post sales service

Postsalesservice

N Valid 13

Missing 1

Mean 56.3592

Median 66.6700

Mode 33.00a


Variance 1373.848

Skewness -.141


.616

Kurtosis -1.304


Range 100.00

Minimum .00

Maximum 100.00


20 26.4000

25 33.0000

30 33.0000

40 33.0000

50 66.6700

60 67.0000

70 93.4000

75 100.0000

80 100.0000

90 100.0000

The post sales service has got very bad

reviews from the customers as is evident

from the descriptive score card. The mean

and the mode is very less which combine

suggest that many of the customers get it in

the bad way .

52

The following are the list of variables where the changes have been tracked:--

1. Communication:--

Old customer feedback: New customer feedback response

Communication

communication

communication

Mean 2.4 48%

N Valid 13

Standard Error 0.173205

Missing 1

Median 2

Mean 56.0945

Mode 2

Median 58.8200

Standard Deviation

0.866025

Mode 58.82

Sample Variance 0.75


Kurtosis -0.33202

Variance 1208.593

Skewness 0.334696 positively skewed

Skewness -.417

Range 3


.616

Minimum 1

Kurtosis -1.211

Maximum 4


Sum 60

Range 100.00

Count 25

Minimum .00

Largest(1) 4

Maximum 100.00

Smallest(1) 1


20 10.5840

25 23.5270

30 36.4572

40 51.7360

50 58.8200

53

60 71.7400

70 87.0200

75 88.2175

80 89.4100

90 97.6440

This clearly shows that we are improving on the communication grounds as the overall mean has increase from 48 to 56

% with a skewness change from +ve to -ve . This proves the customer has seen an improvement of 8 percent and many

customers have seen it.

2. Post sales service: the quality of post sales service has shown some trends over the years. This can be proved

from the following numerical analysis.

New customer satisfaction form Old customer satisfaction form

Statistics

Postsalesservice

N Valid 13

Column1

Missing 1

Mean 56.3592

Mean 2.48 50%

Median 66.6700


Mode 33.00a

Median 2


Mode 2

Variance 1373.848

Standard Deviation 1.004988

Skewness -.141



.616

Kurtosis 0.252126

Kurtosis -1.304

Skewness -0.34224 negatively skewed


Range 4

Range 100.00

Minimum 0

Minimum .00

Maximum 4

Maximum 100.00

Sum 62


Count 25

20 26.4000

Largest(1) 4

25 33.0000

Smallest(1) 0

30 33.0000

54

40 33.0000

50 66.6700

60 67.0000

70 93.4000

75 100.0000

80 100.0000

90 100.0000

We can clearly see the mean increasing from 50% to 56% and the skewness has also increased from -.31 to -.14. This

shows that although it is still on the higher side but now it hasn’t been properly dispatched to all the clients.

3. Timely delivery

The variable of timely delivery has shown the following trends in the last years.

New Customer Feedback Forms Old Customer feedback form

Statistics

commtimelines

N Valid 13

timely delivery

Missing 1

Mean 61.5346

Mean 2.56 51%

Median 72.7200


Mode 45.45a

Median 2


Mode 2

Variance 1117.790


Skewness -.353



.616

Kurtosis -1.01061

Kurtosis -1.255

Skewness -0.22381

negatively skewed


Range 4

Range 90.91

Minimum 0

Minimum 9.09

Maximum 4

Maximum 100.00

Sum 64


Count 25

20 23.6340

Largest(1) 4

25 36.3600

Smallest(1) 0

30 45.4500

55

40 45.4500

50 72.7200

60 76.3560

70 89.0820

75 95.4500

80 100.0000

90 100.0000

This variable shows a maximum growth of around 11 % in mean and also the media and mode has increase from 50%

to 72%. This is a remarkable increase. The skewness has also become more negative leading to a conclusion that this

variable has affected many a customers.

4. Performance:

The overall performance has shown the following trends over the years.

New customer feedback form Old customer feedback form

Statistics

performance

N Valid 13

performance

Missing 1

Mean 38.4615

Mean 1.96 39%

Median 50.0000


Mode .00

Median 2


Mode 2

Variance 1730.769


Skewness .498



.616

Kurtosis 4.252478

Kurtosis -1.339

Skewness -1.17601

highly negatively skewed


Range 3

Range 100.00

Minimum 0

Minimum .00

Maximum 3

Maximum 100.00

Sum 49


Count 25

20 .0000

Largest(1) 3

25 .0000

Smallest(1) 0

30 .0000

56

40 .0000

50 50.0000

60 50.0000

70 50.0000

75 75.0000

80 100.0000

90 100.0000

The overall performance quality has stayed the same and is still on the lower side of 38 to 39%. The skewness has

changed from negative to positive which indicates that the effect has not been properly distributed among the clients

.and is on the lower side.

Analysis of the Isolator Division

There have been 6 customer responses for the isolator division .The 6 customers are:

1. DABUR

2. Aurobind impex

3. Divis lab

4. Dr reddys

5. Jhonson & jhonson

6. Indena India pvt ltd

The analysis has been subdivided into two phases:

1. Variable analysis.

2. Regression and correlational analysis.

VARIABLE ANALYSIS:

Communication:-

57

The variable of communication has shown that around 50 percent of the customers are satisfied with the communication.33

percent of the customer responses suggest that the communication has been extremely bad from the BECTOCHEM’s side .

When we have a closer look at the descriptive statistics , the mean is around 61% and the median is 73.5 percent. This

mean it is on the higher side and if it is arranged in the ascending order the middle customer gets around 73.5%

satisfied with communication. But, due to the less customer responses we get a huge standard deviation which means it

varies very highly among the customers. The negative skewness gives the interpretation that most of the customer

responses are on the higher side .the -ve kurtosis gives the idea that it is a platykurtic curve which means there has

been more of flat customer response .in other words, more of the customer are satisfied in the same range and there

has been no surge in the responses.

Statistics

communication

N Valid 6

Missing 0

Mean 61.7582

Median 73.5100

Mode .00a


Variance 1477.137

Skewness -.851

50%

17%

33% satisfied or more thansatisfied

neutral

not satisfied

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.845

Kurtosis -.425


Minimum .00

Maximum 100.00

Sum 370.55


50 73.5100

75 91.1763

communication

Frequency Percent

Valid Percent

Cumulative Percent

Valid 0 1 16.7 16.7 16.7

35.29 1 16.7 16.7 33.3

58.82 1 16.7 16.7 50.0

88.2 1 16.7 16.7 66.7

88.24 1 16.7 16.7 83.3

100 1 16.7 16.7 100.0

Total 6 100.0 100.0

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Quality of service: This variable gives an idea that almost 50 percent of the customers are satisfied with the product

which quite a good range is considering the 6 no. of responses received by us.

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If we go into the descriptive statistics to understand in the depth the variable statistics, we get the idea that the mean is

around 63 percent i.e. the satisfaction levels of the customer as far as the service quality is concerned is around 63

percent and it’s a perfect normally distributed graph which means the only half the customers have received proper

satisfaction and the maximum no. of customer gets the satisfaction of around 63 percent .

Quality of Service

Statistics

qualityofservice

N Valid 6

Missing 0

Mean 62.5000

Median 62.5000

Mode 25.00a


Variance 1375.000

Skewness .000

Std. Error of Skewness .845

Kurtosis -3.032


Minimum 25.00

Maximum 100.00

Sum 375.00


50 62.5000

75 100.0000

50%

0%

50%


neutral

dissatisfied

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Technical proficiency of our engineers: Individual variable characteristics suggest that around 50 percent of the

customers are satisfied with the technical knowhow of the total Bectochem team that comes in contact with the

customers .

50%

33%

17% satisfied or morethan satisfied

neutral

dissatisfied

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If we look at the descriptive statistics, we get an idea that the mean is around 66 percent which means the

customers value the overall technical knowhow of the company .but the standard deviation is huge giving indications

that it is highly scattered. The negative skewness and the negative kurtosis give the idea that the majority of the

customers have a higher degree of satisfaction .

Technical proficiency Statistics


N Valid 6

Missing 0

Mean 66.6500

Median 66.6500

Mode 50.00a


Variance 1112.223

Skewness -.451


.845

Kurtosis -1.169


Minimum 16.60

Maximum 100.00

Sum 399.90


50 66.6500

75 100.0000

Committed timelines: Majority of the customers is satisfied with the timely delivery of the isolator but there are still

around 33 percent of customers who still think that the timelines have not been adhered to .

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The descriptive statistics suggest that the mean is around 62 percent i.e. almost all the customers give the timely

delivery variable a satisfaction rating of 62 percent the negative skewness and the negative kurtosis give a signal that

most of the customers are on the happier side and it has affected many a customers .

Committed timelines Statistics

committed timelines

N Valid 6

Missing 0

Mean 62.1167

Median 72.7200

Mode 72.72


Variance 1302.921

Skewness -.707


.845

Kurtosis -1.239


Minimum 9.09

Maximum 100.00

Sum 372.70


50 72.7200

75 93.1750

67%

0%

33%

satisfied ormore thansatisfied

neutral

dissatisfied

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Post sales service: The post sales service has received a satisfaction of around 50 percent customers. This is not right

according to industry standards as other industries like PAM GLATT have more than 70percent satisfaction as far as

post sales is concerned .( this is throughout industry data)

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When we have a look at the descriptive statistics, we see that the mean is around 50 percent and the median is around

55 percent which gives a clear indication that it is pathetically on the lower side and with a higher degree of variation.

The negative skewness and the negative kurtosis just suggest that the many of the customers have received the service

but are not satisfied and this has been experienced by most of them.

Post sales service Statistics

Postsalesservice

N Valid 6

Missing 0

Mean 55.5000

Median 50.0000

Mode 33.00a


Variance 1637.100

Skewness -.072


.845

Kurtosis -1.585


Minimum .00

Maximum 100.00

Sum 333.00


50 50.0000

75 100.0000

0.5

0

0.5


neutral

dissatisfied

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REGRESSION ANALYSIS:-

The regression analysis was done on an independent –dependent pair to show the explainable relationship

between both of them . The results of the regression analysis have been attached in the annexure .

Analysis of thePharma division The pharm analysis was done only on the individual variable grounds . These are required to know which

areas should have an immediate change .

(Please refer to annexure for the results )

The inferences that can be derived from the results are there is a certain need of immediate improvement on

some parameters such as :

1. Service quality

2. Communication

3. Performance

4. Post sales service.

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After taking due considerations and the overall data that needs to be captured in the next feedback form ,

a form has been developed which includes all the variables and the factors involving it .

The variables needed to calculate the net promoter scores have also been taken into account .

The link is :-

http://edu.surveygizmo.com/s3/523753/BECTOTOCHEM-CUSTOMER-SATISFACTION-SURVEY

A product buying a motivation experience survey questionnaire has also been designed as this tracks the

consumer preferences and their behavior during the time of placing the order .

The link is :

https://docs.google.com/document/d/1aInIDSpze3VSFbpLpyz8mG3xTM2nqAngoPIwQUw1P0A/edit

?hl=en#

The associated doc unmet is :-

1. In the past year, which of the BECTOCHEM products have you purchased?

a) RMG

b) FBD

c) STERILE /FLEXIBLE/ANDF DISCHARGE/ AIRJET MILL ISOLATOR

d) OTHERS ( PLEASE SPECIFY )

2. For how long have you used BECTOCHEM products/services?

a) LESS THAN OR EQAUL TO 1 YEAR

b) 1 YEAR TO 3 YEARS.

c) MORE THAN 3 YEARS

3. How satisfied were you overall with the purchasing experience from your last purchase from

BECTOCHEM?

a) VERY SATISFIED

b) SATISFIED

c) NEITHER SATISFIED NOR DISSATISFIED

d) DISSATISFIED

e) VERY DISSATISFIED

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.

4. In your most recent purchase, what product(s) did you purchase? Please check all that apply.

e) RMG

f) FBD

g) STERILE /FLEXIBLE/ANDF DISCHARGE/ AIRJET MILL ISOLATOR

h) OTHERS ( PLEASE SPECIFY )

5. Where did you purchase the product/service?

a) ONLINE ENQUIRY

b) VISIT TO THE PLANT ACCOMPAINED BY A BECTOCHEM PERSONNEL

c) Others (please specify)

6. Why did you purchase the product/service? ( tick mark all that apply)

a) On recommendation of a colleague/friend

b) Reputation of BECTOCHEM

c) Need of your business

d) On account of the earlier transaction with BECTOCHEM

e) On conversation with a service personnel at BECTOCHEM

f) OTHERS (PLEASE SPECIFY )

7. How would you rate the overall value of this product/service?

a) VERY POOR

b) POOR

c) MODERATE

d) GOOD

e) VERY GOOD

8. How much do you agree with the following statements?( rate it in the scale of 1 to 5 where 1 is least

likely and 5 is most likely )

Product was worth the purchase price ______________________

Product/ is competitively priced ____________________

Product/service does what it claims ______________________

Product/service does what I need ______________________

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Product/service is easy to use _______________________

9. How important are the following characteristics to you when purchasing product/service?(rate it on the scale

of 1 to 5 where 1 – not important at all 5 – most important)

Quality of the product ___________________

Price of the product ___________________

Reputation of the company _______________

Purchase experience ______________________

Installation or first use experience __________

Usage experience _______________________

After purchase service _______________________

Repeat purchase experience_____________________

10. How many times have you purchased products/services from BECTOCHEM

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:

• Implementation of an IT based CRM.

• An estimation manager is required which needs to have the following responsibilities:-.

1. Customer life time analysis

2. Customer profitability matrix

3. Correct ABC analysis

:-

The overall average satisfaction level of the customer on BECTOCHEM is 57.622 %. The standards error of

deviance is around 6%.

The reason for this lower overall percentage of satisfaction is due to the problems mainly in the following

Parameters :-

1. Communication.

2. Post sales service .

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STRATEGIES

72

:-

The customer values information or communication more than timely delivery .Hence, our priority should be on to

make the communication and the post sales service better than what they were.

As communication is the variable which can be fast corrected than the post sales service, this should be highly

prioritized.

1. The status of the project should be put in one spreadsheet whose viewing rights should be with the client.

Because that would help in the giving him real time communication.

2. A co-coordinator in the CRM department should be responsible to maintain the data up-to- date online for all

the clients.

3. The same data sheet should be visible to all the departments.

4. Purchase order:-acknowledgement or an auto generated mail should be kept in place for all the customer

complaints.

5. All the customer complaints should come through a common window and should be updated in a spreadsheet.

This sheet should be integrated with the main database which is to be visible to all the departments. The

Concerned departments should respond back to the CRM department with the developments in the things at

real time .

6. A separate sheet should be maintained on each client about the history of complaints and orders and list of

complaints of all the clients should also be maintained in the database.

7. A customer service report should be made in the form an online spreadsheet and he should be appraised every

48 hours about the developments till the end of the query.

8. The CRM should have workshops about how to remain courteous, to understand other machines in the

particular client center, how to build a repo with the working team, to share the innovative ways among

themselves to solve some client problems and the approach. ( this is more of an internal customer selling )

9. The optimization should be such that each customer cares personnel at a point of time he should not be

handling more than 5 orders/ clients.

10. Every time the technical person has a customer touch point he should understand the views and have a proper

documentation in the company about the problems and the way he solved it.

11. In any customer touch point, the customer satisfaction form should be duly filled. the customer form should

carry all the variable so that this becomes easy for us to quantitatively analyze at each point the customer’s

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perception .( a sample example :- http://edu.surveygizmo.com/s3/523753/BECTOTOCHEM-CUSTOMER-

SATISFACTION-SURVEY)

12. A proper client database should be managed .Client database should be managed .the data can be done during

the SAT . The data that should be collected are

a) Name

b) Designation

c) Part in the sales team

d) Birthdays

e) Product lines involved

f) Product cycles of the major drugs and products.

g) Frequency of launch of products.

h) Etc.

(This can be only made with a good repo with the purchase team in the clients section. A PR officer

(or specifically somebody who can do the job) should always accompany the installation team and he

should be technically proficient.

The cross selling can be done then and there itself.)

13. A visit to all the clients should be made in the same region as a part of relationship building with all the other

clients in the region. Also a regular research of the prospective clients can be done through the agents at the

regional level and they should also be visited.

14. A call within a gap period which is half the time between two customer queries or orders can be made and

spoken for any new product launch in the future.

15. A continuous customer profitability analysis should be done for a period of 10 years.

16. A net promoter score should be calculated and this should be tied to each vertical

17. Financial / non-financial incentives should be awarded to the agents with respect to the new clients added.

18. A special R& D lab to be commissioned as soon as possible for all expos .after every expo a competitor SWOT

analysis should be done.

19. All the pharm expos should also be targeted for new product lines.

20. AMC should be removed, rather it should be added up with the normal product and the product can priced a bit

higher.

21. Those who work during the installation of the machine or the manufacturing should be encouraged to give

feedbacks and the ground problems should be recorded

22. Encourage high customer participation to forecast the amount of process critical items or spares needed and

forecast using proper models according to that.

These are some of the strategies involved in the vertical of communication to go ahead.

The net promoter score can be easily calculated by the customer satisfaction form.

The customer lifetime analysis can be done by the ABC costing that needs to be done by an estimation officer

who should do it thoroughly.

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:-

- There should be an extensive training for the customer service professionals unlike which is done

right now.

- The customer care service should start right after the order is received.

- There should be customer care and training sessions at the SAT site.

- Timely workshops should be done and the customer working teams should be properly

taught from the service engineers of BECTOCHEM and the customer service personnel should be

certified on proper grounds.

- Workshops can be conducted in the own cities of the clients explaining them the use of machine

and its proper maintenance.

- There should be proactive steps from the factory side in the maintenance of the resource which

are critical for the process. (This will help us to add extra value to the customer .and at the same

time this would be more of a brand building thing for BECTOCHEM )

- Bectochem can outsource the post sales service with a business model as follows :-

a) Every strategic place can have an agency to which it can be hired. A yearly contract

can be made with the agency.

b) Every design failures , manufacturing failures, qualification failures, and fabrication

failures can be dealt in the best possible way by the agency. If it’s still not possible the

machine will be sent back to the ankaleshwar/PUNE factory.

Benefits of the above strategy

1. The cost of post sales would be less

2. The response rate would be high

3. The branding strategy might also be good for this

4. The complaints would decrease significantly.

5. The customer service personnel at the company can be less work burdened

and the warranty periods can be increased by pricing a product a bit higher

because the customer would be getting more value by this and hence the

brand value of the product increases to a great extent.

6. The customer service personnel can become more efficient. This would decrease

internal attrition rates .(more of an internal customer strategy )

7. The benefit at the customer end increases. Hence the net promoter score and

the customer perceived benefits increases which helps as an overall

development strategy of the company.

8. Along with the quotation expos in various cities need to be participated to keep a

proper contact with the existing customers. This would help in getting more and

more orders.

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Need for the above strategy:

More than 30 customer complaint calls in 3 months which amounts to an average to more than 120 complaint calls per

year

1. If every work is to be processed and then checked. This might lead to a more time wastage and also human resources

wastage.

2. Generally this leads a more communication delay at the company end and also at the client end.

3. Even after the warranty period is over the client can find it easy to contact the local agencies than the main company

and this kind of complaints are high for BECTOCHEM.

4. The customer service professionals are not adequate in the company and all are not equally proficient.

5. In a capital equipment manufacturing industry, after sales service is one of the vital part where it can have a leading

competitive advantage .

6. The competitors like GEA –PHARMA AND pam glatt are cashing on more for a good post sales service.

7. When the company is in a growing stage , branding is a more important part of the corporate strategy in front of the

target customers and the prospective customers .

8. With the growth of pharmaceutical industry at around 9 percent year on year and the growth of processed foods and

the cosmetics industry growing at more than 13 percent .Hence the derived demand would grow phenomenally and

at such a time gaining a huge market share is important by the quality of service being given .

9. From the quantitative analysis of the total customer responses it was found out that ,

Statistics

Postsalesservice

N Valid 13

Missing 1

Mean 56.3592

Median 66.6700

Mode 33.00a


Variance 1373.848

Skewness -.141


.616

Kurtosis -1.304


Range 100.00

Minimum .00

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Maximum 100.00


20 26.4000

25 33.0000

30 33.0000

40 33.0000

50 66.6700

60 67.0000

70 93.4000

75 100.0000

80 100.0000

90 100.0000

From the above , quantitative analysis it is clear that maximum customers have put the post sales service at 33 percent

level of satisfaction with the mean around 56 percent .

From the regression analysis , we have found out that the post sales service affects the quality of service to a lot extent (

a very big regression coefficient of 95 percent ).

Hence , the above strategies are justified

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CONCLUSION :-

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There have been certain marked improvements in the overall satisfaction of the customer but that still needs to

Improve a lot as far as communication to the clients and the post sales service is concerned. The aspect of

timely delivery although not at the best doesn’t have much of significance with respect to satisfaction

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APPENDIX

Bectochem_customer Satisfaction Index

Documents

Transcript of Bectochem_customer Satisfaction Index