CUSTOMER SATISFACTION AT CENTRAL COALFIELD LTD

Vivek Choudhary 500902506

INTRODUCTION

Central Coalfields Limited is a Category-I Mini-Ratna Company since October 2007

Coal production of the company reached its highest-ever figure of 47.08 million tones in 2009-10

Coal India Limited  was formed as holding Company with 5 subsidiaries on21.10.1975.

It is the single largest coal producing company in the world. It contributes about 85% of total Coal production in India.

It is the largest corporate employer in the world with 3.943 lakh employees and has its headquarters at Kolkata, West Bengal

Company Vision

"Committed to create eco-friendly mining"

Company Mission 

"To become a World class, Innovative, Competitive & Profitable  Coal Mining

Operation to achieve Customer Satisfaction as top priority."

Company objective

To carry on business in coal mining Acquisition of coal mining Production sale and disposal of coal it’s by product. Coal beneficiation , manufacturing coke bi-product of

coal and other business. Besides fulfilling Coal needs of the Customers in terms of

Quantity, focus on Quality, value addition and beneficiation to the satisfaction of the Customers

Policy formulation and advisory functions. To act as a colliery and mines proprietors, coke

manufacturer in all their branches.

Mining Methods

OpencastGenerally opencast mine of the company employs operating method with Shovel and Dumper combination for mining. In one of the mines namely Piparwar OcP, mobile in pit crushing and conveying system with a pithead coal preparation plant has been commissioned.

UndergroundUnderground Mines of the Company employs intermediate technology with LHD/SDL and conventional manual method for mining.

Number of Mines :- 58 Operative Mines (21 Underground & 37 Opencast mines)

Washeries :- 7 Washeries4 Cooking Coal Washeries (Kathara, Rajrappa, Kedla & Sawang)- throughput capacity of 9.35 MTPA3 Non-Coking Coal Washeries (Piparwar, Kargali & Gidi) - throughput capacity of 11.72 MTPA

Repair/Workshops:-

1 Central Workshop (ISO 9001) at Barkakana5 Regional Repair/Workshops (3 w/s are ISO 9001) at Jarandih, Tapin North, Dakra, Giridih & Bhurkunda

Operating Coalfields :-

6 Coalfields(East Bokaro, West Bokaro, North Karanpura, South Karanpura, Ramgarh & Giridih)

Present Constraints of CCL.

CUSTOMERS

MAJOR CUSTOMERS State Electricity Boards (Uttar Pradesh, Punjab, Haryana and jharkhand) Delhi Vidyut Board National Thermal Power Corporation (NTPC) Damodar Valley Corporation (DVC)

STEEL Steel Authority of India Ltd (SAIL) Rashtriya Ispat Nigam Limited (RINL), etc

CORE INDUSTRIES Heavy Engineering Corporation (HEC) Kalyanpur Cement Company Association Cement Company (ACC) National Fertilizer Limited, etc. SSF Manufactures Sodium Silicate Manufactures Brick Manufactures

CUSTOMER SATISFACTION

Today many companies are moving beyond the marketing concept to the customer concept. The customer concept is illustrated in the figure below.

Whereas companies practicing the marketing concept work at the level of customer segments, a growing number of today’s companies are now shaping separate offers, services, and messages to individual customers. These companies collect information on each customer’s past transactions, demographics, psychographics, and media and distribution preferences. They hope to achieve profitable growth through capturing a larger share of each customer’s expenditure by building high customer loyalty and focusing on customer lifetime value.

INDIVIDUAL CUSTOMER ONE-TO-ONE PROFITABLE CUSTOMER NEEDS AND MARKETING GROWTH

VALUE INTEGRATION THROUGH AND VALUE CAPTURING CHAIN CUSTOMER

SHARE, LOYALTY AND LIFETIME VALUE.

STARTING FOCUS MEANS ENDSPOINT

MARKETING SET UP OF CCL

NEW COAL DISTRIBUTION POLICY

NCDC was the out come of the committed recommendation which was announced on 18th October 2007 by the MOC

 

AVAILABLE MEANS OF TRANSPORT RAIL -Largest users including power sectors may be able to make

use of rail transport

ROAD- Small proportion of coal used by the industries is carried by road.

CONVEYER- Some very large one loses built adjacent to coal reparation plants can be supplied directly by the conveyer, but that is rare.

DISTRIBUTION METHOD

SOURCE OF INFORMATIONo PRIMARY DATA- Primary data were gathered through

personnel interviews of CCL officials.o SECONDARY DATA- : were collected from the various

published reports , journals , and books relating to Coal and publications of different institutions.

CONSTRAINTS IN DATA COLLECTION:- Different Coal consumer belonging to public enterprises and

private industries could not interviewed due to shortage of time. Most of the executives of CCL and railway officers are reluctant information due to their internal policy of maintaining secrecy.

RESEARCH METHODOLOGY

ANALYSIS AND FINDING

SAMPLE SIZE – 30 LOCATION – RANCHI

TYPE OF SURVEY CUSTOMER- COAL TRADER

Q. How much growth in demand do you see for coal in your industry in future?

a. 0 -10% {23.5%} b. 0 – 20% {36.5%} c. 0 – 30% {26.5% } d. Huge {13.5%}

Q. When is the demand for coal highest and lowest? High during winter season, Low during rainy

season

Q. How would you rate your level of overall satisfaction with CCL in terms of its product and services

Extremely Dissatisfied Extremely Satisfied

1 [ 3% ] 2 [ 40%) 3 [ 30%] 4 [ 23% ] 5 [0% ]

 

Analysis………

Q. What do you think about the price and quality of the products in CCL?

Price high quality low [ 60% ] Price low quality high [ 0% ] Perfect combination of both [ 40% ] Price high quality high [ 0% ] Price low quality low [ 0% ]

60%

0%

40%

0% 0%

price and quality

Price high quality low

Price low quality high

Perfect combination of both

Price high quality high

Do you face difficulties in procurement of coal? If yes, what are those difficulties?

Yes [39.6%] No [60.4%] Difficulties in Procurement of Coal are Local Disputes,

MCC problem, Bandhs etc.

Q.Is there a steady and hassle free flow in supply?

Which of the two MSTC or M-JUNCTION is favorable for you? (If Applicable)

Yes [20%] No [80%] EMD is very high for the consumers it should be reduced, as

this helps customers to invest in huge amount.

Regarding the e-auctioning terms and conditions do you face any difficulties? If yes what are your recommendations? (If Applicable)

Which of the two, Bank Draft/Cheque or RTGS/NEFT system is better?

Draft/Cheque [3%] RTGS/NEFT[97%]

Do you have any comments or suggestions that would help us improve our quality of Customer Service?

EMD must be reduced. There must be separate department for refunding customer’s

money and the process of refunding money should be faster. D.O period must be assured as per NCDP. Security should be established at the collieries for customers

so that they don’t get problem from the local peoples and MCC.

Appropriate quality of coal mused be provided to the customer for which price has been taken from them.

CONCLUSION AND SUGGESTION

Suggestion and Recommendation for further improvement in CCL.

Spread awareness about e-Auction Meet expectations and changing aspirations of the market: Create the trust and conviction Maintain the database Poor response a lot or source of coal should be regularly

examined Special provision for small and tiny consumers Assess product quality through consumers eyes: