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Transcript of Customer Satisfaction on Eureka Forbes
SUMMER TRAINING PROJECT REPORT(MBA-035)
ON
CUSTOMER SATISFACTION OF WATER Purifiers SYSTEM
EUREKA FORBES LIMITED
Submitted in Partial fulfilment of
Master of Business Administration (MBA) Program: 2011-13
UTTAR PRADESH TECHNICAL UNIVERSITY, LUCKNOW
SUBMITTED TO SUBMITTED BY
Prof.( Dr.) D.N. Kakkar Dhananjay Prasad Singh
HOD MBA 3rd Sem
MBA Department Roll No. 1105270016
IET, Lucknow
INSTITUTE OF ENGINEERING AND TECHNOLOGY, LUCKNOW
1
ACKNOWELEDGEMENT
Any fruitful work is incomplete without a word of thanks to those involved directly or
indirectly in its completion. With my sincere gratitude I would like to thanks everyone who
has supported me in my project.
I am extremely grateful to Head of Department Prof. (Dr.) D.N.Kakkar Sir and
my Project Guide Mr. Ram Singh faculty of MBA DEPARTMENT, I.E.T LUCKNOW
who insight encouraged me to go beyond the scope of the project and this broadened me
learning on this project.
At the very outset I would express my sincere thanks and deep sense of gratitude to
personnel who helped me during the collection of data and gave me rare and valuable
guidance for the preparation of this report.
I take this opportunity to express my deep sense of gratitude and appreciation to my
project guide MR. SUDIP CHAKRABORTY (Divisional Head of Eureka Forbes). For
giving me the opportunity to do the project work under this prestigious company, and
guiding me for assistance, motivation, valuable advice, worthwhile discussion, technical
ideas, and important suggestions throughout the project.
P a g e | 2
DECLARATION
I hereby declare that the project report entitled “customer satisfaction of water
purifiers system” for Eureka Forbes in partial fulfilment of requirements for the degree
of masters of business administration to Institute of Engineering and Technology,
Lucknow is my original work and not submitted for the award of any other degree,
diploma, fellowship or any other similar title or prizes.
Dhananjay Prasad Singh
(1105270016)
LUCKNOW
P a g e | 3
Executive Summary
It is obvious that to remain competitive the corporate marketing strategy must aim to
create and retain a satisfied customer. This is possible only when the firm adds value to the
customer should perceive this customer. The customer should perceive this value to be
distinctively more than the firm’s rivals. When this happens, the firm gets a premium on its
product on emerges as a market leader.
This is true for all the products. Even though it is more visible in industrial products, in the
form of customer training, updating technology, at a low cost for the customer, on site
servicing to ensure zero down time in the customer manufacturing facilities etc in
consumer goods too, value in perceived when the product service the needs for which it is
brought.
I am trying to the study the Customer Satisfaction of Water Purifiers of Eureka Forbes
in the project. I hope my study will help Eureka Forbes.
P a g e | 4
INSTITUTE OF ENGINEERING & TECHNOLOGY
SITAPUR ROAD, LUCKNOW-21
(A Constituent College of G.B.T.U.)
This is certified that Mr. Dhananjay Prasad Singh Roll No. 1105270016 of MBA IIIrd
(2011-13) sem. has completed his “Summer Training Project Report” on “Customer
Satisfaction of Water Purifiers System” requirement for the award of the degree of Master
of Business Administration (MBA).
Date: 18-11-2012
Prof. (Dr.) D.N. Kakkar
Head,
M.B.A. Department
I.E.T., Lucknow
P a g e | 5
CONTENTS
Description Page No.
Prefatory items
Acknowledgement 1
Declaration 2
Executive Summary 3
Institute Certificate 4
Company certificate 5
Table of Content 6
INTRODUCTION TO MARKET RESEARCH 7-9
SURVICE QUALITY 10-16
CONSUMER BEHAVIOUR 17-18
MARKETING STRATEGIES ANALYSIS 18
COMPANY PROFILE 19-69
RESEARCH METHODOLOGY 77-79
DATA INTERPRETATION 80-85
CONCLUSION 86
SUGGESTIONS 87
FINDING & RECOMANDATION
LIMITATION 88
BIBLOGRAPHY 89
P a g e | 6
P a g e | 7
INTRODUCTION
MARKET RESARCH
INTRODUCTION
Usually it is said that if marketing would be a train, than market research would be
the locomotive. In other words, market research should ideally be the starting point on any
marketing exercise. Conducting any marketing exercise- is it related to pricing, promotion
or distribution of a product or service. Without researching the potential market is as
sensible as setting out sell sand in the Sahara Desert.
Market research provides the answers to all the questions that generally occupy the minds
of marketers, at every stage of the marketing process.
Growth Trends in Market Research
India, fastest growing market research industry in the world, with growth rates at around 31 %
(2009-10). China is a distant second growing at20%. The size of the industry if of 595 crore,
but the industry is growing rapidly with a lot of business coming from overseas. The business
coming from overseas from overseas involves lot of outsourcing as cost advantages are
enormous; the processing of data is almost 50% cheaper in India than in developed countries.
The outsourcing business amounts to almost for the 8% industry and this figure is doubling in
value every year.
KEY PLAYERS IN MARKET RESEARCH
Dun Bradstreet
Information Resources Incorporation
NPD Group Information
A.C Nielson India Pvt. Ltd.
Martiz Research
NFO Research Incorporation
P a g e | 8
ICMR ( India Council of Market Research)`
IMRB ( India Market Research Bureau)
SCOPE OF MARKET RESEARCH
Many people think that market research is just a consumer survey, asking
consumer about certain product or services. Though consumer research is an
integral part of marketing research, the latter’s quite a pervasive activity,
conveying the various types of marketing problems that confront the
marketing manager. There are various discussion confined to the market
research which are as follows-
Product Research
Sales Research
Customer Research
Pricing Research
Advertising Research
P a g e | 9
Service Quality
Service quality is not easy to measure in a precise manner.The nature and
characteristics of services can have an impact on quality issues: There are many definitions
of Service quality.
The customer’s overall judgment of service quality can be an evaluation of both the
process and the outcome, compared with the customer’s own expectations and desired
benefits. This leads to an important idea in assessing quality from a services marketing
perspective: perceived service quality.
Perceived service quality represents the customer’s judgment of an organization’s
service based on their overall experience of the service. Understanding how customers
arrive at this judgment - that is to say, how they decide whether or not they are satisfied
with Eureka Forbes service - is very important for services quality management.
Determinate of Service Quality
1. Reliability: The ability to perform the promised service dependably and accurately.
2. Responsiveness: The willingness to help customer and to provide prompt service.
3. Assurance: The knowledge and courtesy of employees and their ability to convey
trust and confidence.
4. Empathy: The provision of caring, individualized attention to customers.
5. Tangibles: The appearance of physical facilities, equipment, personnel, and
communication material.
P a g e | 10
Service Quality Model
Consumer
Marketer
Various studies have shown that well managed service
companies share the following common practices a strategic concept, a history of top
management commitment to quality, high standards, self-service technologies, systems, for
monitoring service performence and customer complaints, and an emphasis on customer
satisfaction.
New Service Development
Those products that are designed and introduce via the step in a structured planning
framework have a greater likelihood of ultimate success than those not developed within a
framework, the fact that services are intangible makes it even more imperative for a new
service development system to have four basic characteristic
1. It must be objective, not subjective.
2. It must be precise, not vague.
P a g e | 11
Word of Mouth Communication
Personal needs
Perceived service
Expected Service
Past experience
Service delivery (including pre- and post-contacts)
External Communication to consumer
Service Quality specifications
Management perceptions of consumer expectations
3. It must be fact driven, not opinion driven.
4. It must be methodological, not philosophical.
Customer Focus
Quality begins with customer and also ends with them. Day’s when organization and
customers were treated as two different entities. The marketplace has become very
competitive, and it is no longer possible to run a business without strong focus on the
customer. Show this relationship.
Identification of Customer Group
A customer is “one who purchases a product or service”. There are two types of
customers internal and external.
An external customer exists outside the organization and buys its product and
services. Employees in the organization must know how their jobs enhance the total
satisfaction of the external customer. An internal customer is important as external
customer.
P a g e | 12
Customer
Eureka Forbes Ltd.
Eureka Forbes Ltd.
Customer
External customers are people who ultimately consume the final product like the common
people. Internal customers include each employee working in the organization.
Customer Perception of Quality
One of the basic concepts of the service quality is continuous process improvement.
The concept implies that there is no acceptable quality level because the customer’s needs,
values and expectation are constantly changing and becoming more dependent. These are:
Performance
Feature
Service
Warranty
Price
Reputation
Customer Feedback
Is not a one time effort. It is an ongoing and active prbing of customer. Feedback enables
the organization to:
1) Discover customer dissatisfaction
2) Discover the relative priorities of quality
3) Compare its performance with competition
4) Identify customer needs.
5) Determine opportunities for improvement.
Comment Cards
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A low cost method of obtaining customer feedback involves a comment card, is
attached to the warranty card and include with the time of purchase. The intent of the card
is to get simple information such as name, address, age, occupation and the factors
Survey
This tool is in the form of a questionnaire where the customer is asked to furnish answer
relating to the quality of product and services. To make survey more useful must be
remember the following:
1. Customer are not the same
2. Survey raise the customer expectation
3. The more specific the question
4. Before the data is collected, you know how you want to analysis and use it.
Focus Groups
A focus groups is a research method use to find out what the customer are really
thinking. A group of customer is assembled in ameeting room to answer a series of
question. The moderator, understands clearly the type of information that must be elicited
and a plain to obtain it. Meetings are designed tofocus on the current, proposed and future
product and services.
Toll Free Telephone Number
Toll Free service Phone number 3988 3333 are an effective technique for
receiving complaints. Organisations can respond faster to the complaint without
incurring a lot of expenses. Such a number does not, however, reach those who
decide not to buy the product or thosee who discover some likeable features in a
competitor’s product. Toll free number are used by, at least, 50 percent of
organisation with sales of at least $10 million.
P a g e | 14
Customer Visits
Visit to a customer’s place of business provides another way of gathering
information. An organization can pro-actively monitor the performance of its product
while it is in use. It can, thereby identify any specific problems. Senior managers should be
involved in these visits and not delegate them to someone else. However it is a good idea
to take along operating personnel so that they can see first and how the product is
performing.
Report Card
Another very effective tool is the report card. It is usually sent to each customer on a
quality basis. Data is analyzed to determine areas for improvement.
QCC Operation model
1. Problem Identification.
2. Problem Selection.
P a g e | 15
Review and
follow up
Problem Identification Problem
Selection
Problem Analysis
Generate Alternative
Solution
Implementation
Present solution to
managementPrepare plan of action
Select best solution
3. Problem Analysis.
4. Generate Alternative Solution.
5. Select Best Solution.
6. Prepare Plan of action.
7. Present Solution of Management.
8. Implementation.
9. Review and follo- up.
CONSUMER BEHAVIOUR
In today’s challenging and competitive world of fast changing technology,
consumer tastes are also characterized by fast changes. So to survive in the market the
firms have to be in touch with the changing consumer preferences. Marketers have to
understand consumer behaviour and factors influencing in the buying behaviour of the
customers in order to be successful in this dynamic and competitive environment.
Meaning of consumer behaviour :
Consumer behaviour is the behaviour that the consumer display while searching
for, evaluating, purchasing and disposing of products and services that they expect will satisfy
their needs. Consumer behaviours are the study of how consumer makes their decisions to
spend their resources on consumption related items i.e. time, efforts and money. Study of
consumer behaviour proves the marketers an insight regarding the consumer preferences and
helps them in effective market segmentation and targeting. The importance of consumer
behaviour lies in the fact that behaviour can be understood and influenced to ensure a positive
purchase decision. So around understanding of consumer behaviour is necessary for long run
success of any marketing program. That’s why the marketing manager’s interest lies exactly in
understanding consumer behaviour to ensure that his marketing strategy results in purchase of
product.
DETERMINANTS OF CONSUMER BEHAVIOUR
P a g e | 16
The study of consumer behaviour is quite complex, because of many variables involved
and their tendency to interest with and influences each other. The main determinants of
consumer behaviour are:
1. External Variables
2. Individual determinants of Consumer Behaviour
1. External Variables : The external environment is made up of various influences
such as:
Culture
Sub culture
Social class
Family
Reference groups
Personal factors such as age and life cycle, education, occupation, life style,
personality, etc.
These all are major determinants of consumer behaviour.
2. Individual Determinants of Consumer Behaviour: The individual determinants
of consumer behaviour are:
Personality and Self Concept
Motivation and involvement
Learning
Memory
Attitude
Marketing Strategies Analysis
P a g e | 17
EUREKA FORBES is now looking to strengthen its position through a slew of new
launches. According to Mr. S.k. palekar, senior vice-president, marketing, Eureka Forbes
Ltd“although Eureka Forbes is the market leader in both the categories (with a market
share of over 80 percent in both the air purifier and vacuum cleaner segment), the
company’s new products will be targeted at different segments of people”.
For instance, the new aqua guard nova priced at Rs. 7600 will be targeted at people
who have already had an aqua guard in their house for more than a year (that is
approximately a million people). The product has electronic features such as an indicator
which will indicate when it is time to get the servicing done. Other launches on the anvil
include a softener model (for area which get hard water), an arsenice removal model, an
iron removal model, a fluoride removing model (for up and Gujarat) and aqua power,
which can run without electricity. A similar strategy is being put in place for vacuum
cleaner as well. However the company will not be venturing into new product segments.
Currently it has products in water and air purifier, vacuum cleaner and security system
segment. Says Mr. palekar, “we would like to focus on the segment we are present in an
strengthen our position their”.
For the communication strategy, the company is working on an online model through
which it will be able to interact with customers on the internet.
P a g e | 18
COMPANY PROFILE
The Organization
Company’s Vision
Company’s Mission
Company’s Values
Symbol Of Quality
Euro Smile
Unmatched Certification
Board Of Directors
Company’s Products
Strategic Direction
Euro Helpline
Environment
People
Eureka Forbes-Relationship
P a g e | 19
Eureka Family
Aqua check
New avenues
Company’s Dreams
Future Plan
Press centre
Company Analysis
EUREKA FORBES LIMITED —The Organization
Eureka Forbes is Rs billion multi- product multi- Channel Corporation which is a
part of the Shapoorji-Palings Group which was set up in 1982, to market health and
hygiene products to Indian consumers. It has evolved as a leader in domestic and industrial
water purification system, vacuum cleaners, air purifiers and security solution.
Eureka Forbes were the first to introduce domestic Water Purification System
(1984)- the “ Aqua guard ” model-as well as it revolutionized the Indian market by
introducing products like Home Cleaning System (1982), and Air Purification System
(1994). In order to introduce these previously unknown products too societal in which
nationwide commercial campaign were impossibility, the company had to pioneer another
innovation- directing sealing. The crops of suit- clad Eureka Forbes salesman were the first
such in the country and were tremendous success. They are now- Asia’s largest direct
selling organization with a 5000 strong direct sales force touching 1.25 million Indian
homes and adding 1,500 customers daily. Such was the success of Eureka Forbes that
P a g e | 20
“Aquaguard” has now become a synonym for water purifier in India, like “Xerox” for
photocopying
“The promise was clear: To create a company that wouldn’t be about bricks, mortar
or sales graphs, but driven by something for more potent. Something that would
stand would stand the test of time: relationships”
DIRECT MARKETING
Eureka Forbes followed the globally “tried and tested direct selling route for
marketing its products in India, thus becoming one of the first direct selling companies in
India. Vacuum cleaners for water purifiers were rather new concepts for India consumer,
who had till then followed only the traditional methods of cleaning and filtering.
Therefore, Eureka Forbes had to first establish the concept of vacuum cleaners and water
purifiers in India before it could sell ‘Eureka’ is a brand. The company believed that its
core strength was its people. It employed dynamic, highly motivated individuals, called
‘Euro champs’ who projected the image of the friendly man from Eureka Forbes. Thus, for
the average Indian consumer, Eureka Forbes become synonymous with the smartly dressed
salesman who come to their houses and cleaned up things in a jiffy or showed how
air/water purifier were indispensable. Euro champs initially targeted the metros but soon
began visiting smaller cities and towns also commenting on the decision to diversity into
bottled water company sources said that it was only to strong then the core products by
capitalizing on their brand image. Goklaney said “In the water category, I will conduct
activities which strengthen my core products. How I do that and what I do is a matter of
strategy”. According to company sources, Eureka Forbes not only had the financial
strength, but also a strong network to sales executives to push its new products into the
market. The company’s decision to enter the retail business was primarily the result of its
launch of ‘Tronada’ vacuum cleaners and ‘Aquaflo’ water purifier in 1995. Eureka Forbes
had utilized the retail route for this range, mainly to cater to the industrial segment. Over
P a g e | 21
the years, the retail business assumed greater significance and by 1999, around 5% of the
company’s sales came from the 2500- strong dealer network in1999. Eureka Forbes ltd.
The leading vacuum cleaner and water/air purifier equipment company announced a major
policy change that came as a surprise to the Indian corporate world. The company,
regarded as the pioneer of direct marketing in India, was planning to focus more on the
retailing business in the future. Commenting on this decision, & Goklaney, Marketing
Director, Eureka Forbes, Said “Direct sales permits us to exploit only the top end of the
market.” This move was in accordance with the company’s plans to increase the validity of
its products. The company planned to make its products available in retail outlets through
its dealer network, spread across 2,600 dealers.
Eureka Forbes – “Friend for Life”
Customers have always been the Centre of business for ELF; they strive to be in
close and constant touch with having also taken initiative to educate their customers to
change their perceptions and practices. According to the ELF officials “A sale is only the
beginning of the relationship “, however company makes specials efforts to let the bonds
of friendship endure through there service. Everyone at EFL strive hard to make a
customer there ‘Friend for life’. Eureka Forbes have rechristened there offices to CRS
(Customer Response Centre making them the hub of all customer centric efforts. A
significant part of their revenues comes from relationship marketing including service
contracts, spares and accessories sales, products up gradation and new references. As more
channels to reach out to customers were introduced, organization was restructured to
harmonize these multiple avenues of interaction and present a single face to the customer is
every one’s customer under this process of ‘convergence’
A 5 billion multi-product, multi-channel corporation.
P a g e | 22
Operating in over 92 cities, with over 6000 employees.
Pioneers & leaders in water purification systems, vacuum cleaners & air
purifiers.
Pioneers in direct selling - Asia's largest direct selling organization - 5,000
strong direct sales force touches 1.25 million Indian homes, adding 1,500
customers daily.
Customer family now numbers over 5 million - enduring relationships as
'Friends for Life'.
Expanded channels that reach out to customers to include
o 3,800 strong dealer sales network;
o 58 distributor strong institutional sales network;
o A security systems division;
A strong service network backs up sales efforts - 3,200 company-trained
technicians make 10,000 kitchen visits daily, supported by call centres,
customer care representatives & mobile service vans.
The customer has always been at the centre of our business
P a g e | 23
VISION
P a g e | 24
MISSION
P a g e | 25
VALUESP a g e | 26
P a g e | 27
P a g e | 28
Service at your doorstep
India’s largest after-sales service network - over 650 Service Centres
3,000 trained technicians make 10,000 calls a day
Single number access - 24 hours in 8 major cities - 3988 33 33
Only genuine spare parts
Free routine check-ups and free service camps
Annual Maintenance Contracts - the largest in the country
Mobile service vans
A special service by Eureka Forbes to provide all the information about Eureka Forbes
products and services at one single number - available 24 hrs.*365days.
The Euro Help Line provides the following:
Gives complete information about products and services
Locations of Customer Response Centre or Sales offices, timings, contact persons,
etc.
Solutions to simple problems on the spot
A single point solution to customer queries or calls
Information on status of complaints and requirements
P a g e | 29
Factories ISO 14000 and 9000 certified
Tested and certified by over 100 laboratories in India, US, UK and South Africa.
Certifications include those from the highly reputed Bureau of Indian Standards (BIS),
University of Minnesota; University of Pretoria, South Africa; Water Quality Certificate -
USA; WQC - Thames Water Centre - USA; University of Sunderland - England.
ISI (Indian Standards Institute) certification
IMA (Indian Medical Association endorsement)
Incorporates prestigious International Water Quality Association (WQA) certified carbon
block that removes pesticides CE certification for the unmatched safety of products
P a g e | 30
BOARD OF DIRECTORS
Mr. Shapoor. P. Mistry
Mr. K.C. Mehra
Mr. S.L. Goklaney
Mr. D.E Udwadia
Mr. J.C Chopra
Mr. N.D Khurody
Mr. C.G Shah
Mr. Ashok Bharat
P a g e | 31
EUREKA FORBS INSTITUTE OF ENVIRONMENT
It is a young and unique institute that was started in the year 2000.
To gain quick visibility it was launch through TV. The main agenda behind starting this
institute was to give knowledge about the various benefits that exceeds cost on the issue
related to “pollution watch”.
As every journey has its destination, the ultimate destination of eureka Forbes institute of
environments to be an institution that has a life of its own, its own vision, mission and
philosophy: its own set of committed core team workers and donor friends.
By own face and recognition; it means to gain medias and public credibility by aligning its
activities mainly to its cause, distance itself from commercial work and other related
causes and to build a strong track record of social contribution and activities related to such
cause alignment.
The institute has built a strong mission, which says; to promote an awareness of the
benefits of conserving and maintaining the quality of our natural water and air resources.
P a g e | 32
Eureka forbs Business Policies
The customer is the sole focus of our business.
We constantly endeavour towards customer satisfaction by delivering products and
services of the best value and quality.
We strive to honour our commitments, implied, to both, our internal and external
customer.
We stress on integrity, transparency and consistency in all our dealings.
We always strive to have a trusting, mutually beneficial and long-lasting
relationship with our business associates.
We seek to maintain a warm, positive and friendly work.
We empower people at appropriate level to achieve their goal.
We recognize and reward merit and performance.
We strive to make the organization a responsible corporate citizen.
P a g e | 33
PRODUCT CATEGORIES OF EFL
Eureka Forbes Limited has been the pioneer in the field of Water Purifications Systems,
Home Cleaning Systems and Air Purification systems in India.
Eureka Forbes Ltd. revolutionized the Indian market by introducing products like Home
Cleaning System (1982), Water Purification System (1984) and Air Purification System
(1994).
The following are the basic products of Eureka Forbes Ltd., which has always promised to
provide safe and healthy living.
1. Water Purification System.
2. Air Purification System.
3. Home Cleaning System (Vacuum Cleaners)
4. Home Security System.
5. Industrial Solutions (Industrial Water Purifiers)
P a g e | 34
Water Purification System
Specialists in 5 water technologies
Over 20 products available and million units sold
Addressing 17 diverse water conditions
World's largest manufacturer of Ultra Violet based water purification systems
Over 71 million litres of Aquaguard water is consumed daily.
P a g e | 35
Home Cleaning System (Vacuum Cleaners)
Dusting, sweeping & swabbing does not get rid of fine dust
Floats in the air & settles on pillows, mattresses, furniture, durries & even soft toys
Dust mites cause allergies like fatigue, runny noses, itches and even severe asthma
Ordinary cleaning does not get rid of dust mites - only powerful, thorough cleaning
with a vacuum cleaner can
Infinitely superior than conventional cleaning methods and easy-to-use.
P a g e | 36
Air Purification System
Indoor air more polluted than the air outside
Causes maladies like allergies headaches, nausea, physical aches Asthma and
allergy sufferers worst affected
Pollutants include cigarette smoke, dust, pollen, fibres, soot, airborne fungal &
bacterial particles, indoor allergy stimuli odours
P a g e | 37
HOME SECURITY SOLUTIONS
Euro vigil from Eureka Forbes provides complete safety for your loved ones & business.
Solutions customized for homes, institutions & corporate, each solution from Euro vigil is tailor-
made for unique requirement
An array of products - intrusion detection, access control, surveillance & fire detection, the Euro
vigil solutions are state-of-the-art security solutions providing you total safety.
The strategic tie-ups with world's leading companies in security solutions like Notified,
Honeywell, Bosch and many others make the Euro vigil systems the ideal solution for your
homes and business.
P a g e | 38
INDUSTRIAL SOLUTION (Industrial Water Purifier)
Comprehensive cleaning & water purification solutions
Contract cleaning service that effectively combines our products and cleaning
chemicals
Numerous prestigious, satisfied customers including some of the country’s premier
corporations.
P a g e | 39
WATER PURIFICATION SYSTEM
Products Features
AGCompact
Unique E-Boiling +
2-in-1 compact cartridges.
EMS.
Decalcified.
Auto Shut off.
Voltage Stabilizer.
P a g e | 40
AG-Classic
EMS.
Decalcifies.
Auto-shut off.
Voltage Stabilizer.
MCS.
IQA & EMS.
Auto Shut-off.
Smart flow.
Melodious Tunes.
Auto Flush.
Decalcifier.
Convenient Water Tray.
Dual Fitting Options
Unique E-Boiling +
P a g e | 41
AG-Ultra
No Electricity required.
Advanced Ultra filtrations System.
Ideal for TDS levels; up to 500mg/ltr.
Works with loft tank.
High storage capacity.
AG-Reviva
The unique Reverse Osmosis
Purification.
6-stage purification.
8-liter capacity.
Reduce hardness, TDS, Heavy Metal
Contaminants.
Automatic storage tank level
controller.
Pressure regulating valve.
Auto Pump Shut-off.
Special in-built pressure pump
Unique E-Boiling +
EMS
Decalcify.
P a g e | 42
Auto Shut-off.
Voltage Stabilizer.
Elegant on-line water filter-cum-
purifier.
Can be placed conveniently on the
counter or mounted on the wall.
3 stage purification system.
Special dual filter cartridge which
removes suspended impurities, odors,
bacteria and viruses.
World proven UV technology
destroys pathogenic bacteria and
viruses.
VACUUM CLEANING SYSTEM
P a g e | 43
Products Features
Futuro
Turbo Nozzle with 1300W of
Deep Cleaning+.
Eliminates microscopic dust
mites.
Designed according to
international standards.
Rotary Vario Power, to clean
delicate electronic gadgets.
Dust Bag "full" indicator.
An on-board storage space to
store accessories.
Controls on the handle make
cleaning more easily.
P a g e | 44
EuroClean Ace
Mite Buster:
100% protection against
dreaded dust mites
Mite Guard:
Superior 5 stage air filtration
process
The widest array of accessories
for all cleaning needs
Storing the Euro clean lot more
easier - automatic cord winder
Save on electricity - Variable
power option
Durable - Mild steel body with a
scratch resistant covering
Backed by nation - wide service
Two-year warranty.
T-Compacta
Compact
Powerful and efficient suction -
1200 watt motor power
4-stage filtration
Unique in-built accessory tray
facility
Dust bag 'full' indicator
Automatic cord winder
Large wheels for easy
P a g e | 45
movement balance
Sturdy handle for comfortable
grip
Powerful suction - 2000 mm
water column
Auto cord winder
Dust bag full indicator
Ultima
Unique 3-in-1 Home wash
system
Washes
Vacuums
Steam Sanitizes
Keep allergies at bay
Thorough cleaning
P a g e | 46
WD
Thorough wet & dry cleaning
Mite Extractor: 1000 watts of
deep cleaning
Mite Guard: Superior air
filtration process
Range of accessories for
superior wet & dry cleaning
Storing the Euro clean lot more
easier - automatic cord winder
Save on electricity - 2 power
option
International styling - light
weight and sturdy ABS plastic
body
Backed by nation - wide service
One year warranty
Bullet
Mite Extractor: 1300 watts of deep
Cleaning
Mite Watch: lets you know
when the dust bag is full
Mite Buster: 100% protection
against dreaded dust mites
Mite Guard: Superior 5 stage
air filtration process
The widest array of accessories
P a g e | 47
for all cleaning needs
Storing the Euroclean lot more
easier - automatic cord winder
Save on electricity-
Variable power option
Euroair
Two optional filters to suit
Users’ choice.
Electrostatic filter.
Three fan speeds.
4 stage purification system.
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Genius
Smart Sensors (SS) gauge the
Level and kind of pollution in your room before
purifying it.
UV Lamp that effectively kills
Bacteria and germs present in
the air.
International looks.
A micro controller–based logic
circuit that controls its operation.
Higher air flow and more stages of
filtration for faster and better
cleaning rate.
Bigger filter area, hence longer
filter life.
Rugged induction motor.
Both tabletop and wall-mountable.
P a g e | 49
INDUSTRIAL WATER PURIFICATION SYSTEM
Products Features
Pureguard
5-stage online water purification
Round-the-clock safe drinking water
Bubble-top attachment option
Cold water
Hot water
Normal water
Commercial
Retains natural quality of water
Effective 3-stage purification process
International technology
Special power-saving feature
High volume. Low cost
Built-in voltage stabilizer
Built-in safety mechanism
User-friendly features
Sleek design and tough body
Water control sensor
Unique flow of water
Efficient after sales service at your
doorstep
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Cooler-Purifier
Naturally wholesome water.
Advanced 3-stage purification process.
Last point purification.
International Technology.
Aqua guard’s 2 money-saving features.
Instant cooling.
Choice of room temperature water.
Built-in safety features.
In-built voltage stabilizer.
Sleek design and tough body.
Efficient after sales service at your
doorstep
Aqua guard’s international acclaimed
Product
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HOME SECURITY SOLUTION
PRODUCT F E A T U R E S
S P R
Water resistant, high security, high durability
and low identification error rate.
Can be mounted directly on metal
Without affecting its reading Performance
SYRIS proximity reader is able to Interface
with all existing access Systems by WiegandTM
formats, RS485 formats etc.
SY200NT2
Max 6000 card holders
Control up to 4 doors with in/out reader
Small and compact in size
SMD technology
Standalone system with group
anti pass back
Multiple group anti-pass back function with PC
Programmable for different access level within
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SH-4 PR
Standard size Proximity Reader.
Operates indoors or outdoors.
Beige color
Intrusion Alarm System & Different Detectors
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*Save your kitchen, warehouse, hotel rooms, and valuable properties from gas leak, short
circuit, fire and excessive heat. *Responses within seconds. LPG Leak Detector /Smoke
Detector/Fire Detector /Glass Break
Detector / Magnetic Door Contact / Motion Detector Etc.
*Facility of Central Monitoring System (CMS) exclusively provides by Eureka Forbes in
India. It monitors 24X7 and informs police, fire brigade, and ambulance if needed. If you
are out of station, it keeps your property safe.
*Totally wireless. * Control Panel / detectors /Hooters …..
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Closed Circuit Camera and TV
Through this technically advanced system you can monitor, supervise, control and
secure all of your hotels and other organizations 24X7.
With the help of Global Static Internet Protocol (GPIS) system, you can monitor
each and every moment of all the hotels and other organizations at a time from a
single place.
This system is fully vandal proof and can perform in very low light or no-light
situation.
Inbuilt hard disk (up to 2000GB) keeps record of day to day activities.
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Security Access Control System
*Protect trespassing. Finger Print Reader
*Keep daily attendance. *Fully automatic.
*Makes work culture faster and advanced.
This system consists of:
1.Electromagnetic Lock: 2. Door controller:
3.Access Management System: 4. Access Management Software:
5. Access Card:
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Video Door Phone (b/w & color)
You can see and talk to the visitor without opening the door.
Just press a button and unlock the door without moving from your couch.
Emergency security alarm.
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Strategic Direction
One stop shop for health and home care products.
Becoming a preferred partner for the best in the world Euro champs.
Build on our core competency of direct sales.
Flanking strategy on retail shelf.
Leverage on customer database.
Total cleaning approach for industrial and institutional customer.
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Environment
The intention of the institute is not to play role of an activist; but to concentrate on two of
the most important environmental factors namely “Water and Air“, to leverage the
expertise of its parent company, i.e., Eureka Forbes Ltd. For doing social good towards
society, to have noncommercial interaction with leading social bodies in achieving its goal
and put maximum efforts in conserving the root of my living existence, i.e., Water and Air.
Milestones
In a short span of its inception, Eureka Forbes Institute of Environment (EFIF) has
achieved some major milestones, like…
(A) Tie up with NDTV
EFIE generates and supplies data to NDTV for an on screen plug which is then
produced into “Report” by NDTV and supplied to Star News for a fee, who in turn
telecasts the same “Report” to the cable owners for a change.
The result of this consequent with NDTV has been:-
That there was a debate in Delhi on CNG application resulting.
In to formation of new rules.
Various school children have taken an oath to not buy or burn firecrackers.
There has also been a good amount of change in the attitude of the Government
Pollution Boards, which was earlier sceptical, but now, has become more lenient
and cooperative.
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(B) Pollution watch tests have been carried out in various cities
Across India:-
Delhi, Kolkata, Mumbai, Chennai, Bangalore, Ahmedabad, Hyderabad, Guwahati,
Lucknow, Chandigarh.
Eureka Forbes Institute of Environment
It is a young and unique institute that was started in the year 2000. To gain quick visibility,
it was launched through television. The main agenda behind starting this institute was to
give knowledge about the various benefits that exceed cost on the issues related to
“pollution Watch”.
As every journey has its destination, the ultimate destination of Eureka Forbes Institute of
Environment is to be an institution that has a life of its own, its own vision, mission and
philosophy; its manpower, space, infrastructure and resources; its own responsibility,
reputation and credibility based on track record; its own set of committed core team
workers and donor friends.
By own face and recognition, it means to gain media and public credibility by aligning its
activists, mainly to its cause, distance itself from commercial work and other related
causes, and to build a strong track record of social contribution and the activities related to
such cause alignment.
The Institute has built a strong mission, which says: -
To promote an AWARENESS of the benefits of conserving and managing the quality of
our natural water and air resources. To do so by collecting and disseminating
P a g e | 60
information/materials through our own resources or those of our like-minded allies who
could be individuals, corporate, NGO’s, government of civic bodies.
To become an instrument of influencing Indian society and its constituents to act in a
manner that reflects that these resources are not to legacy of our fore fathers that we
can take for granted, but a loan we have taken from our grandchildren, to be repaid
with interest.
It is to believe that the unpolluted water and air is the birth right of every Indian citizen.
People
1. Eureka Forbes people are the perfect example of a dynamic, highly motivated
individual.
2. At the entry level, people with a fire in their belly come and join the company.
3. At the forefront of the employee, complement is their salesman who they call “Euro
Champs”, which is known to our customers as the friendly man from Eureka Forbes.
They bring to Indian families, everywhere, innovative hygiene and convenient products
backed by excellent service and building lasting relationship with its customers.
4. In Eureka Forbes, they believe in promoting internal talent, grooming people from
becoming successful sales personnel to become a successful leader.
5. They understand the importance of this asset and great stress is laid on HRD and
training.
6. They satisfy the lifestyle expectation of evolving Indian homes through innovative and
value of money products have been the hallmark of Eureka Forbes Limited, and the
sales divisions are committed to this mission.
7. Eureka Forbes is a fine example of a strong organization built by its people.
8. Eureka Forbes strongly believes in the old Chinese proverb.
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Eureka Forbes Limited-Relationship
Relationship begins with listening to the customers and addressing their priorities and
inhibitions. It has 140 customer response centers across 98 cities ensure that customers are
never left out in the cold.
A 4000 strong dealer network is distributing the Forbes range of water purification system
and home cleaning system.
1. An industrial sales division which distributes the nilfisk range of cleaning
equipments.
2. It has got 4 manufacturing facilities at Hyderabad, Bhimtal, Meghalaya and
Bommasandra with ISO 9002 certification.
3. A network of water testing laboratories across the country.
4. A government recognized R 7 D centre at Bommasandra, alliances with global
leaders.
5. Certification from prestigious independent water laboratories in India and abroad for
our range of WPS. Plus, a growing exports market.
6. Market leaders in Aqua guard WPS. Euro clean home cleaning system EAPS and
Euro vigil electronic security solution.
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Eureka Family
5700 Euro Champs make 40 calls a day (2.3 lakh contacts).
32000 Euro Smile champs make 10000kitchens visit a day for product services.
Over 450 franchised direct operators covering small towns over 1200 sales people.
3800 strong dealer network.
Over 220 distributors for industrial and commercial segment.
Existing 5 million friends for life. (Customer database.)
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NEW AVENUES
Forbes Newell range of wellness products.
To strengthen our relationships with existing customers by providing them with a
new means to improve their quality of life.
First category offered - cooking appliances.
Tapping the potential of women - a whole new sales force.
Forbes Aqua sure , an exciting new range of economical water purification
products.
To penetrate the low end of the market, especially areas where there is no power
and water
To pre-empt competitive entry.
Eureka range of Eco-friendly cleaning solutions.
P a g e | 64
CAREER
Recruit young, dynamic, ambitious people; encourage them to harness their
potential.
Each one aptly christened Euro champ.
Nursery of Direct Selling; the single largest institution of its kind in the world.
Professionalized direct selling and raised it to a fruitful career.
Over 20,000 people and 500 business leaders started out as Euro champs.
Numerous success stories of Euro champs rising to top management positions.
It believes in the philosophy of encouraging growth from within; it also facilitates
cross functional movement in the organization to further career prospects.
It consistently featured in the “Best Employer”, surveyed by premier business
publications.
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Dreams
P a g e | 66
Future Plan
Eureka Forbes Ltd. should be taken in the market abroad both for household and
industrial cleaning equipment.
They will be ready with faster customer response through electronic contacts. By
making a transition from distributors to marketers of industrial cleaning equipment.
Emerging as a preferred employee for youth. Establishing Eureka Forbes as a water
purifying Specialist Company.
Becoming a gateway to multi-national company looking to set up base in India.
Introducing innovations and being perceived as the best service providers in the
country; and having our ability to respond to the ever-changing demand of the
customers.
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The Target
Becoming an Rs.10 billion company in the next 5 years.
Double customer based in the next 5 years.
Customer will know the euro champs by name.
Our people will grow and share higher responsibility.
Our people will live comfortably and make a responsible amount of money that
satisfies there at home.
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PRESS CENTER
Most Trusted Brand Award: Platinum Category for your very own
Superbrand: Aquaguard!!!!!
"Aquaguard Water Purifier and Euroclean Vacuum Cleaner once
again awarded the Mera Brand"
Celebrate summer the healthy way as Aquaguard RO Health Yatra
comes to town!
Cambridge School from Noida city is Winner of the 4th Euro Enviro
Quiz 2006, the largest ever National school quiz on Environment !
Eureka Forbes Runs for A Cause - Save Water and Harvest it!
Recruiting and Staffing Best in Class Awards 2005
Protecting the Environment - Let us learn it from Children!!!
Eureka Forbes Limited awarded for Customer Responsiveness
Eureka Forbes Limited wins Asian MAKE Award
Eureka Forbes is now a Case Study In Harvard Business School -
Boston (USA), November 11, 2005
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Eureka Forbes is now a Case Study in Harvard Business School
Boston (USA) November 11, 2005 Eureka Forbes Limited, the pioneer of Direct
Sales in India, entered the hallowed portals of Harvard Business School by joining the
band of select companies which have become a case study in its MBA classrooms.
Today, 900 students at this
globally recognized Centre of
business education, began studying
a case based on Eureka Forbes,
titled "Managing The Sales
Effort" written by Professor Das
Narayandas of this school; assisted
by Senior Researcher Kerry
Hermann from the Global Research Group. Mr. Suresh Goklaney, Managing Director
of Eureka Forbes, himself an alumnus, was in Boston today on invitation from the
Harvard Business School and said "The 5500 salespersons working for Eureka Forbes -
whom we fondly call Euro Champs - will be delighted that the unique and young
company which they have created over the last 24 years has been found worthy by
Harvard Business School to write a case study on". Eureka Forbes, about to go into its
Silver Jubilee year, has notched up an impressive turnover of Rs. 6.1 Billion (Rs. 610
Crores) selling premium life style products like water purifiers and vacuum cleaners
which bring better health to the families of their customers. In the growing sunrise
markets of water purification and vacuum cleaning, Eureka Forbes enjoys market
shares upwards of 70% through its brands Aqua Guard and Euro Clean respectively. In
the year 2004, Aqua Guard was chosen as a "Super brand" by a panel of eminent
persons in the Indian industry. To achieve this success, it followed a marketing system
very different from those adopted by most consumer product companies. It did not set
up a dealer network to sell its products but it set up a "Direct Sales" system instead. P a g e | 70
The Harvard Business School case takes a look at this unique business model which
creates value for the customers - not through pricing and discounting and offers as
dealer network marketers do - but through a very different contact system, a different
contact site, and a different company culture. Mr. Suresh Goklaney explained the
uniqueness of the system as follows "Relationship Marketing may have become a
buzzword now but we at Eureka Forbes started it 24 years ago. Our process of
acquiring customers is not by luring them into the stores through discounts and offers
but by contacting them in the comfort of their homes where it is possible for us to find
them unhurried, where we can understand them and their circumstances and then
suggest appropriate solutions for their health and hygiene and safety needs. We then
demonstrate how these solutions perform in their home conditions, answer every
question they may have and we deliver these solutions right at their doorstep. Even the
after sales service is provided at their doorstep. This is the difference between them and
us".
Apart from achieving sales and profits, according to Mr. Suresh Goklaney, what may
have impressed Harvard Business School, is "Over the last 24 years we have created a
huge intangible asset of over 4 million customers who have welcomed us into their
houses to see our demonstrations, to buy our products and then to get them serviced.
They have seen us inside their homes! That is quite an exceptional example of
relationship marketing, it is for reason that our slogan is 'Your friend for life'". The
case study focuses on the innovative practices Eureka Forbes has employed in
translating this philosophy of becoming friend for life, into actual operational practices.
In particular the case explores whether sales force should be motivated by setting goals
for the results of the sales efforts or for the efforts
themselves. It explores how a superstructure of direct
sales field force was built employing 5500 Euro
Champs (salespersons fondly called so) who operate
out of 150 offices of the company in about 100 cities;
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and the systems created for recruiting, inducting, training, motivating, compensating
and leading them. In the year 2004, Eureka Forbes was recognized as the "16th Best
Employer" of India in the Hewitt Survey. The vision of the company is "To create a
happy, healthy and pollution free world based on long lasting customer relationships"
and is realized not only through the sales force but also through a structure of 900
service locations. "For 80% of our customers, we have a service Centre within 5 km
radius". That is a tough act indeed for any competitor to duplicate. The efforts of the
company in giving franchised service were recognized in 2005 through the "Best
Franchisor" award it received. Mr. Suresh Goklaney said "We attribute our success to
our unique culture and people orientation. The four pillars of our employee orientation
are "Earning, Learning, Pride and Fun". We believe in developing business through
developing people. We have an in-house "Academy of Learning" and also have tie-
ups with business schools which help train our talent. To create a "Learning
Organization" we created Knowledge Management function within the company just 4
years ago and feel amply rewarded by the journey because recently, at Seoul in Korea,
we were given a MAKE (Most Admired Knowledge Enterprise) award for Asia"
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Our Key Customers
P a g e | 73
Honeywell Our Partner
About Honeywell
Honeywell International is a $30 billion diversified technology and manufacturing leader,
serving customers worldwide with aerospace products and services; control technologies for
buildings, homes and industry; automotive products; turbochargers and specialty materials.
Based in Morris Township, N.J., Honeywell's shares are traded on the New York, London,
Chicago and Pacific Stock Exchanges. It is one of the 30 stocks that make up the Dow Jones
Industrial Average and is also a component of the Standard & Poor's 500 Index.
About Honeywell Security
Honeywell Security, a business unit of Honeywell International is an international supplier
and distributor of electronic security systems and solutions. Our products monitor and
protect millions of homes, business and government facilities across the globe.
Honeywell Security's partner choice program
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At Honeywell, Security holds a very special place in our portfolio. It is core to our mission
of protecting communities and making the world safer. In fact, during the past two years,
about 25% of what Honeywell has invested in strategic acquisitions has been used to
enhance our security business. Honeywell Security wants to be every customer's Partner of
Choice in the security business. Each employee walks into the shoes of every customer to
deliver more value for their business.
Reasons why any customer would like to make Honeywell Security their Partner of
Choice is because :-
We are committed to our independent dealers and integrators
We have always believed that the independent dealers and integrators channel is the best
way to sell our products. It's in our DNA. We invest in vertical marketing, design support
tools, on-site training, security knowledge forums and many growth initiatives. Our success
is only possible with the success of our independent dealers and integrators.
We deliver the newest innovations, technologies & products
We are investing over $40 million a year in research & development to bring you new and
innovative security products. We leverage the best technologies globally at our 'Centers of
Excellence' in USA, China, India, Korea, UK and France. These teams bring you knew
residential security products like LYNXR-EN wireless systems, Optiflex sensors,
Alarmnet-I technology for monitoring premises over the internet and a complete cutting-
edge range of Home Automation Systems. Among innovations for commercial
applications, in Video Systems recent developments include Integrated Digital Video
Manager (DVM), Enterprise Network Video Recorder (NVR), Rapid Eye, PARASCAN
360 cameras, heat and dust proof cameras, and integrated explosion proof housing & pan
P a g e | 75
tilt units. In Access control & integrated systems, the newest innovations include ProWatch
enterprise access control and integrated security platform, WinPak Pro Central Station
Monitoring, LobbyWorks visitor management system and Vindicator Systems for
integrating video, access & perimeter intrusion detection on a single platform.
We provide support, training and best people
At the heart of our business are our people. From our sales people, tech
support group and all our employees - we are a team with decades of
experience in security that understands the industry and your business. We
know that users of security products and our independent dealers and
integrators need quick and expert response. That's why we invest in support
infrastructure, training and best people to help our partners stay ahead.
We bring you the power of Honeywell Partnering with Honeywell means benefiting from the power of the global $30 billion
Fortune 50 Company with 1,20,000 employees and presence in businesses ranging from
Automation & Control Solutions, Aerospace, Transportation Systems and Specialty
Materials. We have the commitment, the technology and the resources to help you grow.
Honeywell Brand stands for quality. Honeywell Logo, wherever it appears on thermostats
in buildings, on process control systems in refineries and factories, on aerospace and
defense systems, it stands for quality. That's because at Honeywell, we strive for
operational excellence in everything we do. We are Six Sigma trained and focus on quality.
Honeywell is now a business Superbrand in India. With more than 7,000 employees and
four big locations in Pune, Bangalore, Gurgaon and Chennai we provide you the power of
Honeywell at your doorstep.
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BOSCH Our Partner
The Bosch Group is a leading global manufacturer of automotive and industrial
technology, consumer goods and building technology. In fiscal 2005, some 251,000 associates
generated sales of 41.5 billion euros. Set up in Stuttgart in 1886 by Robert Bosch (1861 - 1942) as
"Workshop for Precision Mechanics and Electrical Engineering," the Bosch Group today comprises
a manufacturing, sales and after-sales services network of more than 280 subsidiaries and more than
12,000 Bosch service centers in over 140 countries.
The special ownership structure of the Bosch Group guarantees its financial independence
and entrepreneurial freedom. It makes it possible for the company to undertake significant
up-front investments in the safeguarding of its future, as well as to do justice to its social
responsibility in a manner reflective of the spirit and will of its founder. A total of 92% of
the share capital of Robert Bosch GmbH is held by the charitable foundation Robert Bosch
Stiftung. The entrepreneurial ownership functions are carried out by Robert Bosch
Industrietreuhand KG.
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RESEARCH METHODOLOGY
Research methodology is a way to scientifically solve the research problem. It may be
understood as a science of studying how research is done scientifically. In it we study the
various steps that are generally adopted by a researcher in studying his research problem
along with the logic behind them. It is necessary for the researcher to know not only the
research methods / techniques but also the methodology. It defines what the activity of
research is, how to proceed, how to measure progress, and what constitutes success.
It helps to understand not only the products of scientific inquiry but the process
itself. It aims to describe and analyze methods, throw light on their limitations and
resources, clarify their presuppositions and consequences, relating their potentialities the
twilight zone at the ‘frontier of knowledge’
BENEFIT OF RESEARCH METHODOLOGY:
Advancement of wealth of human knowledge.
‘Tools of Trade’ to carry out research; provide tools to looks at things in life
objectively.
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Develops a critical and scientific attitude, disciplined thinking or a ‘bent of mind’ to
observe objectivity (scientific deduction and inductive thinking); skills of research will
Pay off in long term particularly in the ‘age of information’(or too often of
misinformation)
Enriches practitioner and his practices; Provides chance to study a subject in depth;
Enable us to make intelligent decisions; Understand the material which no other kind
of work can match.
Doing research is the best way to learn to read and think critical
Objectives of the Research
The main objective of the research is to study the customer satisfaction at EUREKA
FORBE to fulfil the goal of knowing the utility of brands and products of company,
connection with various services provided by the other International country..
The level of satisfaction of the customers.
The kind of product is used by customers.
The kind of facilities in terms of features provided by the EUREKA to their
customers.
To study about the overall performance of the brand, product, retailer, wholesaler
and company members.
To identify the various aspect of the advertising.
Research Design
The formidable problem that follows task of defining the research problem is the
preparation of the research project, popularly known as the ‘research design’
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“The research design is the arrangement of conditions for collection and analysis of data in
a manner that aims to combine relevance to the research purpose with economy in
procedure.”
The study used a Descriptive Research design for the purpose of getting an insight over the
issue. Descriptive research design includes survey & fact finding inquiries of different
kinds. The major purpose of descriptive research is description of state of affairs as it exists
at present.
Method of data collection:
In this research work, questionnaires and interview method were used to collect the
information. Discussions were held with some of the managers & other staff members. The
complete data has been collected from primary and secondary sources:
Primary data
Questionnaire method was adopted for collecting information from the people of Lucknow
about their opinion and survey was done in order to find out the overall performance of the
EUREKA and the level of satisfaction of the customers.
. Secondary data
Secondary data was collected through EUREKA profile, through websites on the internet,
Books, newspaper, and information’s provide by the EUREKA employees.
Sample Design
The study used a simple random sampling. A sample design is a definite plan for obtaining
a sample from a given population. It refers to the technique or the procedure the researcher
would adopt in selecting items for the sample.
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Universe
In this research the universe is Lucknow. The Universe is a complete, or the theoretically
specified aggregation of study elements. It is usually the ideal population to which research
results are to be generalized.
Sample size
Respondents were drawn using random tables & samples size chosen was:
50 PEOPLE
DATA INTERPRETATION
1. Have you heard about Eureka Forbes brands before purchasing it?
Yes 60% No 40%
INTERPRETATION
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1. 60% people have heard about Eureka Forbes brands before purchasing it.
2. 40% people have not heard about Eureka Forbes brands before purchasing it.
2. Who recommended our product?
Family friend 65%
Employee of EFL 35%
INTERPRETATION
1. 65% recommendations have come from Family friends.
2. 35% recommendations have come from employees of EFL.P a g e | 82
3. On the price of your water purifier?
Affordable
High
Should be Revised
INTERPRETATION
1. 21% people said price of water purifier is affordable.
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2. 72% people said price of water purifier is high.
3. 7% people said price of water purifier should be revised.
4. Are you satisfied with Eureka Forbes brands and products?
Yes
No
Others
P a g e | 84
INTERPRETATION
1. 41% people are satisfied with Eureka Forbes brands and products.
2. 52% people are not satisfied with Eureka Forbes brands and products.
3. 7% people are those who are using other brands and products.
5. How do you know about our brand/product?
TV. Ad
Print Media
Internet
People/friends
INTERPRETATION
1. 70% people know the brand through TV Ad.
2. 10% people know the brand through Print Media.
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3. 5% people know the brand through Internet.
4. 15%people know the brand through their friends and other people.
6. While buying any water purifier what comes to in your mind?
Price
Health & Safety
Both
INTERPRETATION
1. 10% people said that Price come in their in their mind.
2. 75% people said that Health & Safety come in their mind.
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3. 15% people said that Both factors come in their mind.
LIMITATION OF THE STUDY
Every research is conducted under some constraints and this research is not an exception. Limitations of the study are as follows:
The study is limited to the areas of Mirzapur.
The sample size of only 50 was taken from a large population for the purpose of
study, so they can be difference results of the sample from total population.
Non availability of adequate data also limited the scope of the study to some
extent.
As the data was collected through the questionnaire, I faced the limitation that
respondents were unwilling to provide information.
Consumer was reluctant to go into details because of their busy schedules.
Due to continuous change in environment, what is relevant today may be
irrelevant tomorrow.
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SUGGESTIONS
There are various point may be more helpful and its benefit:
Given a information before service.
Company should given a one set extra filter.
Given a complete expenses knowledge.
Annual Maintenance contract rate should be decreased.
Spare should be made available at proper time.
EFL should provide knowledge regarding after sale service to customer
at time of purchase
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FINDING & RECOMMENDATION FROM THE PROJECT
As per the survey done following were the findings and recommendations of the survey:
Price structure should be revised
Customer service is something which company should pay more attention
at.
All models not available for display in retail outlets and also brochures
should be made available.
Sales person at the retails counters should have proper knowledge about the
product.
Should focus more on brand awareness.
Technological & other aspects should be re- considered and re- christened.
To know about the buying behaviour of customer regarding purchase of
water purifier.
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BIBLOGRAPHY
WEBSITES
www.eurekaforbes.com
www.customercomplaint.in
www.golakindia.com
www.icmrindia.org
www.compareindia.com
www.pureit.in
www.igoogle.com
www.bing.com
www.yahoo.com
www.answers.com
BOOKS
1. Coney, Hawkins best, “Consumer Behaviour”, 8th Edition , 1-14, 393-418.
2. Kotler Philip, “Marketing Management”, Millennium Edition, 176-182, 202-204.
3. Zikmund ,William g, “Business Research Methods”, 5th edition, 6-7, 54-55, 292-
298.
4. Loudon&DellaBitta, “Consumer Behaviour”, 1003 Edition, 432-433.
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Schiffman, Leon G. &Kanuk, Lesie Laser, “Consumer Behaviour” 6th Edition, 234-238.
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EUREKA FORBES PRODUCT SURVEY QUESTIONARE
G.N.B. Road, Above Jungle Travels, Silpakuri, Guwahati - 781003
E-mail: [email protected] Web: www.eurekaforbes.com
QUESTIONNAIRE FOR PROSPECTIVE CUSTOMER
1. Do you any EFL product?( If yes, Which product)
Ans:
2. Have you heard about Eureka Forbes brands?
Ans:
3. How do you know about our brand/product?
a. TV. Ad ( )
b. Print Media ( )
c. Internet
c. People/friends ( )
d. others _____________ ( )
4. How will you rate product Compared other products of other companies (Philips, Kent, pure it, Aqua sure, Unilever)?
a. Much better ( )
b. Better ( )
c. Same ( )
d. Worst ( )
5. Who recommended the product?
a. Family friend ( )
b. Employee of EFL ( )
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a. Very Satisfied ( )
b. Satisfied ( )
c. Neutral ( ) d. Dissatisfied ( )
e. Very dissatisfied. ( )
7. While buying any water purifier what comes to in your mind?
Price Health & Safety Both
8. Your opinion about on the price of your water purifier?
Affordable High Should be Revised
9. Are you satisfied with Eureka Forbes brands and products?
a. Yes ( )
b. No ( )
c. others_________________________________________
10. Do you face inconvenience while using this product? If yes, then please suggest what measures do you think it will help us to improve?
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