Hr Report of r n Infratech

8/4/2019 Hr Report of r n Infratech

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SSUUMMMMEERR TTRRAAIINNIINNGG PPRROOJJEECCTT RREEPPOORRTT

On

CUSTOMER SATISFACTION

Submitted in partial fulfillment of the requirement for the

award of the degree of

Master of Business Administration

To

M.D UNIVERSITY ROHTAK

(SESSION : 2010 -12)

UUnnddeerrtthhee gguuiiddaannccee ooff SSuubbmmiitttteedd BByy ::

JJIITTEENNDDEERR

DEPTT. OF MANAGEMENT STUDIES

Shri Ram College of Engineering & Mgt. Palwal (HARYANA


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ACKNOWLEDGMENT

Sometimes words fall short to show gratitude, the same happened with me during this

project. The immense help and support received from GIL overwhelmed me during the

project.

It is a great opportunity for me to work with R N Infratech, pioneers in the field of

manufacturing Composite Insulators, a part of Goldstone Technologies. I am extremely

grateful to the entire team of R N Infratech ltd, who have shared their knowledge with

me and without whom the completion of this project would have been virtually

impossible.

My sincere gratitude to Mr. Adalath Srikanth (Company secretary, R N Infratech)

for providing me with the opportunity to work with R N Infratech ltd as a company project

guide who has provided me with the necessary information and his valuable suggestion

and comments on bringing out this report in the best possible way.

I am highly indebted to Mr. A. NARENDRA who has provided me the necessary

information and his valuable suggestions and a good support in understanding the

basics of R N Infratech easily.


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CCOONNTTEENNTTSS

Chapter No. Chapter Title

CHAPTER 1 INDUSTRY PROFILE

CHAPTER 2 COMPANY PROFILE

CHAPTER 3 OBJECTIVES & METHODOLGY

NEEDS & SCOPE OF THE STUDY

LIMITATIONS OF THE STUDY

CHAPTER 4 RECOMONDATIONS AND SUGESTION

CHAPTER 5 COLLECTION OF DATA

CHAPTER 6 DATA ANALYSIS AND FINDING

CHAPTER 7 RECOMONDATIONS AND SUGESTION

BIBLIOGRAPHY

QUESTIONNAIRE


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CHAPTER-I

INDUSTRY PROFILE

Electric power plays a vital role in the development of a country, for this

purpose there are so many power-generating units in India. As India is marching fast

towards industrial growth, the importance of power has grown. Most of the Industries

face the problem of frequent power cuts of breakdowns. We must have very good

Composite Insulators. Composite Insulators play a vital role in smooth supply of power

where ever it is necessary.

In India, there are so many companies, which manufacture Composite

Insulators. There are around 34 companies, which manufacture Composite Insulators.

They are as under:

SINTEX INDUSTRIES LTD

Radiant Ele-Lite Company

SGIS INDUSTRIES

G.K.Xianghe Electricals PVT LTD

Bharath Electro Instrument MFG CO.LTD

Umamaheswari Electrical Components LTD

R N Infratech LTD

Neminath Electricals

Texplas India PVT LTD

G.K.Electricals


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Devataa Group of Companies

SP Electro Power Systems

Magnet Wires & Insulation

H-L Electrical Insulation Material Plant CO.LTD

Gayatri Insulating PVT LTD

Chhaperia International Company

Sanyams

M.C.Mowjee & Co

Mehra Organics

A.M.Global

Choudhary Trade Link

SGSSL

Choice Precitech India Pvt. Ltd.

POLYNATE FOAMS PRIVATE LIMITED

M.C.Mowjee & Co.

UMAMAHESWARI ELECTRICAL COMPONENTS PVT LTD

SHIVAM CORPORATION

Umamaheswari Electrical Components Pvt Ltd

JENI ELECTRICALS

Aman Electric Company

Beico Industries Ltd

Indu Nissan Oxo Chemical Ind. Ltd.

Gayatri Enterprises

Lamtuf Plastics Ltd.


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The Composite Insulators market is estimated around Rs 1500 crores and is

showing at the rate 2% p.a.

There is severe competition among the manufacturers of Composite

Insulators. All these companies try to cater to the needs of Electricity Boards and

private enterprises within the country. All these Electricity Boards and private

enterprises call the companies for tenders. State Electricity Boards, Governments

Organizations and Private Electrical Contractors do purchase of Composite Insulators

through tendering process, Tender Notifications are issued in Newspapers, Journals,

and Internet etc.

The price charged by the companies manufacturing Composite Insulators may

vary. Most of the companies ask for firm prices.

The packing is mainly done in wooden case create to prevent damaged during

transport as per customer requirements. These are loaded into containers for export.

R N Infratech Limited is one of the important manufactures of Composite

Insulators and other electrical equipment. R N Infratech Limited is changed from

Goldstone Teleservicesin the year 31 Oct 2007 with a turnover of Rs. 280 million against

Rs.108 million registering a growth of 260%, by the end of second quarter. There has

been a rise in net profit from Rs.10.1 million to Rs 41.2 million registering a growth of

400%. The turnover has increased from there on by expanding capacities and also

introducing new products and crossed the prestigious Rs.100crores mark.

Single Phase, Power, CSP, Cast Resign Composite Insulators and Voltage

Boosters and now amorphous metal Composite Insulators are added to product mix

as a part of growth strategy.


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Over years competition has increased considerably with mushrooming of

several manufactures in every state consequently resulting in pressure on profitability.

R N Infratech Limited has introduced completely self-protected Composite

Insulators again as a part of strategy to fight competition and obtained a sizable share

of market form APSEB.

The scenario in domestic market is fast changing by the opening up of power

sector to private entrepreneurs. So all the companies began to expand its operations

to industrial and other segments in a significant manner one side and exploit the

emerging business operations.

R N Infratech Limited is also concentrating on promotion and introduction of

Composite Insulators to fight competitors and where they have an advantage of high

capacity with which they can offer early deliveries.

Most of the companies began to enter in the export market. As the competition

in the domestic market has reached a peak point, all the companies began to look

towards the export market. So thats why R N Infratech Limited has decided to

become a dominant player in the global Composite Insulators market and set to

achieve this goal in the next few years.

R N Infratech Limited has started focusing on the export market of Composite

Insulators. It is presently executing an export order valued at Rs.10 million to Kenya

and expects exports to contribute sizable revenues next year.


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Chapter 2

COMPANY PROFILE

GOLDSTONE TECHNOLOGIES AT A GLANCE

R N Infratech Limited (GIL), is a part of diversified

Goldstone Group which has major interest in

manufacturing, ITes, IPTV, Digital Media and Real

estate.

R N Infratech Limited (GIL) is pioneer in design

and manufacturing Composite Insulators in the country

for use in Transmission and Distribution, Railway

Traction networks. The company is also setting up plant

to manufacture corrosion protective sleeves for oil and

gas pipelines. The company is having its own R&D center and manufacturing facility at

Cherlapally.


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Goldstone pioneered the revolution in Insulator technology in India through

extensive in-house R&D of Composite Insulators (Polymer Insulators) of superior

quality and performance as a substitute for the existing Ceramic Insulators.

Goldstone produced world class Composite Insulators conforming to

international specifications and standards for application in power transmission,

distribution and railway traction networks. Goldstone manufacturing range includes 10

kV to 400 kV insulators, caters to distribution & transmission lines of Power Utilities &

Railways.

Goldstone Teleservices Limited (GTSL) is a part of the highly diversified

Goldstone Group, with major interests in Cables, Cable Closures & Accessories,

Composite Insulators, BPO and Software Solutions.

Goldstone Teleservices Limited (GTSL) is an ISO-9001:2000 certified comp.

And its R & D Center is recognized by the Department of Scientific and Industrial

Research, Govt. of India.

GTSL is the largest manufacturer and suppliers of Heat Shrinkable Telecom

Cable Closures and other Telecom accessories in India.

Goldstone Teleservices Limited (GTSL) is a public listed company. GTSL is

currently traded on the Bombay Stock Exchange (BSE), the National Stock Exchange

(NSE) as well as it was traded on the Ahmadabad, New Delhi, Chennai and

Hyderabad Stock Exchanges in India.

Its BPO Services offers fully blended multimedia based contact center

providing in & out-bound call center and back office supporting processes.


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Goldstone Teleservices Limited, which has become a market leader through

creative technologies, has ventured into Composite Insulators, as a result of its

commitment to excellence. Composite Insulators are well used across the globe as a

significant technology breakthrough. The company has ambitious plans to

manufacture and develop value added products in the Power sector & Railways,

featuring exclusive characteristics that exceed all the present requirements of the

utility business around the world at most competitive pricing.

Research & Development:

Research & Development center,

which is recognized by the Department

of Scientific & Industrial Research

(DSIR), Ministry of Science and

Technology, Government of India, is the

active nerve center for keeping Goldstone in a dynamic high-tech status.

Spurred by the urge to develop new products - R & D team comprising

talented and well experienced Polymer technologists, Electrical and Mechanical

Engineers is exclusively dedicated to being a dependable resource of your critical and

technology oriented products.


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Research & Technology development Center is equipped with:

All advanced facilities for developing high performance polymer

compound based on synthetic elastomers, plastics, polymer blends and alloys,

Composite.

y Full Range of facilities for testing

y Various Mechanical Properties

y Various Electrical Properties

y Weather & Ageing Resistance

y Fire Properties

y Hydrophobicity of Polymer compounds

Research & Technology development Center selects projects on developing of

technology for manufacturing of some product which is not yet manufactured in India.

Recently R&D completes two projects:

y Development of technology for manufacturing high performance

Polymer Compound for EHV Composite Insulators.

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

protection.

And both are the very first time in India.

Future projects for R&D:

The Company is planning to manufacture & develop value added products in

the Power & Energy sector.


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10 -15 KV COMPOSITE INSULATORS

Nominal

System

Voltage

kV

Nominal

System

Voltage

kV

Section

Length

mm

Rated

Mechanical

tensile load

kN

Wet power

freq. 1 min.

withstand

voltage

kV

Dry lighting

impulse

withstand

voltage

kV

11 307 274 45 35 75

11 450 430 70 48 100

11 360 330 70 42 100

11 450 430 100 48 100

11 500 430 100 48 100

11 450 430 100 48 100

13 415 341 70 70 100

13 418 360 70 35 100

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


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22 -28 kV COMPOSITE INSULATORS

Nominal

System

Voltage

kV

Min.

Creepage

Distance

mm

Section

Length

mm

Rated

Mechanical

tensile load

kN

Wet power

freq. 1 min.

withstand

voltage

kV

Dry

lighting

impulse

withstand

voltage

kV

22 603 425 60 60 140

22 568 333 65 60 140

22 850 444 70 60 140

22 635 444 70 60 140

22 580 349 70 60 140

22 817 37 70 60 140

22 580 349 80 60 140

22 708 365 80 60 140

22 657 378 80 60 160

22 622 458 95 60 160

22 850 444 100 60 140

23 645 442 70 70 204

25 643 451 70 110 200

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


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25 kV 9 TONNE INSULATORS:

Technical

Particulars:

Normal zone

Construction

Core Material : FRP Rod

Polymer Material : Silicone Rubber compound

Method of

Manufacture

: Direct Moulding of Solicone Rubber

over FRP rod

Metal end fittings : MCI / SCGI

Method of connecting

Metal Fitting with FRP

rod

: Crimping

Specification Railway Standard :TI/SPC/OHE/INSCOM/0991

Issued by Research Designs and

Standards Organization, Ministry of

Railways, India.

International

Standard

:IEC: 61109-1992

Technical Normal zone


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Particulars:

Electrical

Characteristics

Dry lighting impulse with-stand

Voltage

: 240kvp for positive Polarity

260kvp for Negative

Polarity

Wet power frequency with-

stand Voltage

: Vertical Mounting :

100kVp (rms)

Horizontal Mounting :

125kVp (rms)

Mechanical

Characteristic

Minimum failing tensile load : 9900kgf

Minimum failing bending moment : 210kg.m.

Profile Parameters The profile parameters of these insulators meet the

requirements of IEC:815.

Specific Creepage

Distance

16mm/kV for standard (Normal) zone

20mm/kV for Polluted zone

Guaranteed

Creepage Distance

850mm (Min) for Standard (Normal) zone

1050mm (Min) for Polluted Zone

Dimensions As per Railway Sta

Inter changeable with existing Ceramic Insulators


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Technical

Particulars:

POLLUTED ZONE

Construction

Core Material : FRP Rod

Polymer Material : Silicone Rubber compound

Method of

Manufacture

: Direct Moulding of Solicone Rubber

over FRP rod

Metal end fittings : MCI / SCGI

Method of

connecting

Metal Fitting with

FRP rod

: Crimping

Specification Railway

Standard

: TI/SPC/OHE/INSCOM/0991

Issued by Research Designs and

Standards Organization, Ministry of

Railways, India.

International

Standard

: IEC: 61109-1992

Technical POLLUTED ZONE


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Particulars:

Electrical

Characteristics

Dry lighting impulse with-stand

Voltage

: 240kvp for positive Polarity

260kvp for Negative Polarity

Wet power frequency with-

stand Voltage

: Vertical Mounting :

100kVp (rms)

Horizontal Mounting :

125kVp (rms)

Mechanical

Characteristic

Minimum failing tensile load : 9900kgf

Minimum failing bending moment : 210kg.m.

Profile Parameters The profile parameters of these insulators meet the

requirements of IEC:815.

Specific Creepage

Distance

16mm/kV for standard (Normal) zone

20mm/kV for Polluted zone

Guaranteed

Creepage Distance

850mm (Min) for Standard (Normal) zone

1050mm (Min) for Polluted Zone

Dimensions As per Railway Stan

Inter changeable with existing Ceramic Insulators


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FACTORS CERAMIC COMPOSITE

Resistance to

flashovers in Polluted

atmosphere.

Low High

Resistance to puncture Puncturable

(Class: B insulators)

Not puncturable

Resistance to Cracking

and Erosion in Polluted

atmosphere.

Low High

Contamination &

Pollution

Highly affected Performance not affected

Hydrophobicity Non hydrophobic. Unique Hydrophobicity

character.

Self cleaning property

Due to Glaze and

inclination of sheds.

Due to Hydrophobicity

recovery characteristic.

FACTORS CERAMIC COMPOSITE


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Maintenance Needs maintenance like

cleaning, washing,

greasing.

No maintenance is required

Weight More 10% to 35% of Ceramic

Insulator

Resistance to breakage

and Vandalism

Breakable in Vandalism

prone areas

Unbreakable

Artificial Pollution Test

Mandatory Not applicable

Power Arc Test Mandatory Not mandatory


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INJECTION MOLDING

Polymeric housing is a single piece,

directly injection molded over FRP rod

using a new generation machine with

microprocessor based controls. The

housing is securely bonded to the FRP

core throughout the length of the

housing.

CRIMPING

Specialized crimping equipment with

microprocessor based control is used to

provide uniform and consistent product.

Crimping is verified through an

extensive QA tests.


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High Voltage Test

Goldstone has an excellent testing facility

and its high voltage laboratory can perform

Power Frequency Voltage flash over /

withstand test for both dry and wet

conditions as per the specifications.

Thermal Mechanical Test

The Thermal Mechanical test setup is a

low / high temperature chamber operating

between -40C to +60C with

Microprocessor Controller and Computer

interface. A Hydraulic system with power

pack of 20 Ton capacity loading

arrangements is provided to the chamber

to conduct the design tests on Insulator as

per IEC 61109


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Test for Curing Characteristics of

polymer Compound

Sample from each batch of high

performance polymer compound is tested

in ODR to get full spectrum of curing

characteristics at a particular temperature.

Mechanical Test

To ensure the product durability and

mechanical strength, Goldstone has a

specially designed Universal Testing

Machine of 600kN (60 Ton) capacity with

tensile clearance of 1800 mm and

computer interface. All the insulators can

be tested as per IEC-61109 and tested for

customer's requirements of mechanical

strength.


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Goldstone manufacturing facility at

Hyderabad with built-up area of 80,000

sq.ft has an excellent storage capacity

and sufficient stock levels are always

maintained to ensure immediate

dispatches to our esteemed customers.


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INTRODUCTION TO CUSTOMER SATISFACTION

Customer satisfaction is one of the main objectives of any organization. Every

organization tries to know the customer satisfaction about their products. So a study on

customer satisfaction helps the organization as well as me to gain a vast knowledge

over the real world tastes and preferences of customer

Whether the buyer is satisfied after purchase depends on the offers performance in

relation to the buyers expectations. In general satisfaction is a persons feelings of

pleasure or disappointment resulting from comparing a products perceived performance

in relation to his or her expectations.

As this definition makes clear, satisfaction is a function of perceived performance and

expectations. If the performance falls short of expectations, the customer is dissatisfied.If the performance matches the expectations, the customer is satisfied. If the

performance exceeds expectations, the customer is highly satisfied or delighted.

Many companies are aiming for high satisfaction because customers who are just

satisfied still find it easy to switch when a better offer comes along. Those who are

highly satisfied are much less ready to switch. High satisfaction or delight creates an

emotional bond with the brand, not just a rational preference. The result is high

customer loyalty. Xeroxs senior management believes that a very satisfied or delighted

customer is worth 10 times as much to the company as a satisfied customer. A very

satisfied customer is likely to stay with Xerox many more years and buy more than a

satisfied customer will.

How do buyers form their expectations? From past buying experience, friends and

associates advice and marketers and competitors information and promises. If

marketers raise expectations too high, the buyer is likely to be disappointed, For

example, Holiday Inn ran a campaign a few years ago called No Surprises Yet hotel

guests still encountered a host of problems, and Holiday Inn had to withdraw the

campaign. However, if the company sets expectations too low, it wont attract enough

buyers (although it will satisfy those who do buy).


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Some of todays most successful companies are raising expectations and delivering

performances to match. These companies are aiming for TCS- total customer

satisfaction. Xerox for example, guarantees total satisfaction and will replace at its

expense any dissatisfied customers equipment within a period of three years after

purchase. Cigna advertises Well never be 100% satisfied until you are, too. And one

of Hondas ads says: One reason our customers are so satisfied is that we arent.

Nissan invites potential infinity buyers to drop in for a guest drive (not a test drive)

because the Japanese word for customer is honored guest. Look at what high

satisfaction can do

Saturn In the late 1980s, Saturn (General Motors newest car division) changed the

whole buyer seller relationship with a New Deal for car buyers There would be a fixed

price (none of the traditional haggling); a 30-day guarantee or money back; salespeopleon salary, not on commission (none of the traditional hard sell). Once a sale is made,

the sales staff surrounds the new owner for commemorative photo, with everyone

smiling. The companys fifth anniversary celebration at the Tennessee headquarters

was attended by more than 4000 Saturn from all across the country. Said Saturns

president: Saturn is more than a car its a whole new way of doing things, of working

with our customers and with one another.

A customers decision to be loyal or to defect is the sum of many small encounters with

the company. Consulting firm Forum Corporation says that in order for all these small

encounters to add up to customer loyalty, companies need to create a branded

customer experience. Heres how Canadian Pacific Hotels, a chain with 27 properties,

did just that.

1.2.1 Assuring Customer Satisfaction:

"Those who enter to buy, support me. Those who come to flatter, please me. Those

who complain, teach me how I may please others so that more will come. Only those

who hurt me are displeased but do not complain. They refuse me permission to correct

my errors and thus improve my service." - Marshall Field.


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The attitude of the professional is summed up in this statement. It establishes the

customer as the person to whom you are responsible. Customers support you;

therefore, they deserve VIP treatment.

When your customers are happy, you are happy. When they complain, you are

unhappy, but you examine the complaint calmly and see it as an opportunity to learn as

well as satisfy their needs. The quote echoes the fear that customers will not vocalize

their dissatisfaction, but instead take their business elsewhere.

There's another quote that's even more important to salespeople and companies

immediately upon making a sale--

"The Sale Begins When the Customer Says...Yes."

In the old days, It used to be, "The Sale Begins When the Customer Says...NO," but

that's a totally Inappropriate attitude to embrace in today's customer-driven business

environment.

1.2.2 Keeping Your Customers Happy

Since your first concern is customer satisfaction you should be aware of some

emotional stumbling blocks in your path: selective perception, user error and buyer's

remorse.

Selective perception is the process in which a person sees only selected details from

the entire picture. This attention to detail is sometimes petty. For example, a customer

may have a new copying machine that works like a charm, but he is irritated by the

sound of the motor. He focuses only on what is wrong rather than what is right.

This occurs because buyers expect their purchases to be perfect. Regardless of the

purchase price, they figure that for what they spent, they deserve perfection. When you

encounter someone who practices selective perception, evaluate the situation to

determine if the complaint is reasonable or exaggerated.

If it is exaggerated, try to resolve the problem by pointing out benefits and features that

compensate. Put the negative detail in a different perspective for your client so that it

becomes one small part of the total picture.


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Many sales involve the installation of a new system or piece of equipment, and the

buyer or their employees must be trained to use it. Their successful use of the

equipment depends upon the effectiveness of the training, and it is imperative that the

salesperson follows through after the training period to make sure the client uses the

purchase properly.

It is not uncommon for people to forget 75 percent of what they hear after two days.

This can cause "user error", which will significantly affect the outcome of your test and

may prevent your client from reaching his success criteria.

Often a client will be unhappy about a purchase and not realize that it is due to improper

operation. The more complex something is, the more training it requires using it

properly. In the interest of implementing the product quickly, users may settle for

incomplete training or become sloppy in their application of good training. In any case,

look for user error whenever a success criterion is not reached.

"Buyer's remorse" refers to the regret that a buyer feels after making a purchase. It

could be caused by selective perception, user error, or the client's error. Whatever the

reason, the full benefits of the product are not realized.

Buyer's remorse can also be caused by the economics of the purchase: until the

benefits prove themselves to be cost effective, a buyer regrets having made the

purchase. It is the responsibility of the salesperson to assuage these fears by assuring

the client that his investment is wise and sound. Reiterate some of the selling points that

convinced him to buy it originally, present data, and put him at ease.

1.2.3 Handling Customer Complaints

Whether your customer's complaint is legitimate or not, follow it up with a service call.

Whenever possible, do it personally instead of sending someone from the customer

service department. It provides the personal service that your customer appreciates and

it may obviate the need for a technician or serviceman to call. As an alternative, both of

you can go together to handle customer complaints. Keep the following guidelines in

mind:


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1. Don't procrastinate making the call.

Often the problem is not as serious as it sounds. Some customers "read the riot act"

when they call about a complaint. A delay in responding will only irritate your client

more.

2. Admit mistakes and apologize.

Just because you made the sale does not mean you can become defensive about your

company, product or service. Even the most reputable companies make mistakes and

have problems with their products. You may want to restate the customer's complaint to

show that you are listening and have an understanding of the problem.

3. Show compassion for your customer.

Whether the complaint proves to be true or false, show your customer that you areconcerned and will investigate the problem immediately. Help the customer calm down

by saying, "I can understand why you feel the way you do."

4. Actively listen to your customer's complaint.

Talking will make him feel less anxious about it. Let your customer "vent" his feelings

before you react to the situation. Be sympathetic and encourage the customer to "blow

up." Afterward, he'll feel better; this means he'll be in a better frame of mind.

5. Don't pass the buck to your company or someone else within it.

This may take the blame off you, but it undermines the integrity and organization of the

company, and your customer will lose confidence in your firm.

1.2.4 Maintaining Customer Satisfaction

The philosophy behind maintaining your customers is simple; now that you have them,

maintain them. When you consider the amount of time and money invested in them, you

cannot afford to lose them. This investment goes beyond your personal expenditures. It

also includes your firm's advertising and marketing costs to reach that particular market

segment. Your customers, therefore, should be treated as if the life of your business

depended on them - which it does!


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1.2.5 15 Ways to Keep Your Customer Satisfied

1. Show them that you think of them.

Send them helpful newspaper clippings or articles, cartoons related to their business

and "Here's an idea I thought you'd enjoy" notes. Send your clients Christmas/New

Year's cards, birthday cards, and thank you notes.

2. Drop by to show them new products and brochures and offer additional services.

Always make an appointment before making your call! Respect your clients' time as you

do your own.

3. Offer a sample gift to enhance the use of your product.

See how they are utilizing your product or service and suggest other ways that they can

benefit from it. They may not be realizing its full potential.

4. Offer "customer discounts" on new products or services to encourage additional

business.

5. When new employees are hired, offer to train them free of charge in the use of your

product.

6. Repay or compensate them for lost time or money caused by problems encountered

with your product.

If you pinch pennies, your customer may do the same.

7. Be personal.

Record details about your client's life and enter these in your file. It's so much nicer to

say to someone, "How is Bob?" rather than, "How's your husband?"

8. Tell the truth.

Lies have a way of coming back to haunt you.

9. Accept returns without batting an eyelash.

In the long run, they are much less expensive than finding a new customer.

10. Be ethical.


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Keep all your information about the account confidential.

11. Be certain that your company follows through on its commitment.

This includes delivery, installation, packaging, and so on.

12. Show your appreciation for their referrals by reporting back to them on the outcome.

13. If your company has a newsletter, obtain permission from your successful clients to

write about them in it.

Naturally, you would send them a copy.

14. Keep track of their results with your product and meet periodically to review the

entire picture (their business, industry, trends, competition, etc.)

15. Keep the lines of communication forever open.

As in any relationship, you must be able to exchange grievances, ideas praises, losses,

and victories.

What all of this comes down to is that you should be willing to "go the extra mile" for

your accounts. They extra effort you expend now will be repaid handsomely in the

future.

The bottom line in maintaining your clients is service, service and more service. Be

there for your customers and they'll want to stick with you. If you meet their needs,

they'll think twice before switching to another company, even if they've voiced some

serious concerns. "Make new clients, but keep the old. One is silver and the other gold."

Develop the "gold" you have and the silver may take care of itself. END

1.2.6 Customer satisfaction measurement:

In the final phase of the project, research findings will be used to build a model of

customer satisfaction management for each customer segment. Ultimately, QIC will be

able to give its members an objective measurement of the industry's quality asperceived by the customer. That overall index will serve as a benchmark on the state of

quality for the P/C industry. Members will also be able to use this information to

determine which areas of product and service performance have the greatest impact on

overall quality, and will be able to target improvement efforts in an informed and efficient


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manner. For the first time, the industry as a whole will have addressed customer-

perceived value, as other sectors of the U.S. economy have done.

"Voice of the system" preliminary research results

Surveys and in-depth interviews with industry leaders revealed general agreement that

the market is in a tumultuous state, with pricing very soft for all but the most

catastrophic coverage. As revenue thins, expense concerns rise. Leaders cite

inefficiencies in technology and product delivery both within and across firms. Coupled

with this internal change, customer demands and expectations for value and service

continue to evolve.

The senior managers expressed genuine concern for customer-perceived quality and

value, as well as the need to better understand and measure it.

1.2.7 Customer Satisfaction in 7 Steps

It's a well-known fact that no business can exist without customers. In the business of

Website design, it's important to work closely with your customers to make sure the site

or system you create for them is as close to their requirements as you can manage.

Because it's critical that you form a close working relationship with your client, customer

service is of vital importance. What follows are a selection of tips that will make your

clients feel valued, wanted and loved.

1. Encourage Face-to-Face Dealings

This is the most daunting and downright scary part of interacting with a customer. If

you're not used to this sort of thing it can be a pretty nerve-wracking experience. Rest

assured, though, it does get easier over time. It's important to meet your customers face

to face at least once or even twice during the course of a project.

My experience has shown that a client finds it easier to relate to and work with someone

they've actually met in person, rather than a voice on the phone or someone typing into

an email or messenger program. When you do meet them, be calm, confident and

above all, take time to ask them what they need. I believe that if a potential client

spends over half the meeting doing the talking, you're well on your way to a sale.

2. Respond to Messages Promptly & Keep Your Clients Informed


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This goes without saying really. We all know how annoying it is to wait days for a

response to an email or phone call. It might not always be practical to deal with all

customers' queries within the space of a few hours, but at least email or call them back

and let them know you've received their message and you'll contact them about it as

soon as possible. Even if you're not able to solve a problem right away, let the customer

know you're working on it.

A good example of this is my Web host. They've had some trouble with server hardware

which has caused a fair bit of downtime lately. At every step along the way I was

emailed and told exactly what was going on, why things were going wrong, and how

long it would be before they were working again. They also apologies repeatedly, which

was nice. Now if they server had just gone down with no explanation I think I'd have

been pretty annoyed and may have moved my business elsewhere. But because theytook time to keep me informed, it didn't seem so bad, and I at least knew they were

doing something about the problems. That to me is a prime example of customer

service.

3. Be Friendly and Approachable

A fellow Site Pointer once told me that you can hear a smile through the phone. This is

very true. It's very important to be friendly, courteous and to make your clients feel like

you're their friend and you're there to help them out. There will be times when you want

to beat your clients over the head repeatedly with a blunt object - it happens to all of us.

It's vital that you keep a clear head, respond to your clients' wishes as best you can,

and at all times remain polite and courteous.

4. Have a Clearly Defined Customer Service Policy

This may not be too important when you're just starting out, but a clearly defined

customer service policy is going to save you a lot of time and effort in the long run. If a

customer has a problem, what should they do? If the first option doesn't work, then

what? Should they contact different people for billing and technical enquiries? If they're

not satisfied with any aspect of your customer service, whom should they tell?

There's nothing more annoying for a client than being passed from person to person, or

not knowing who to turn to. Making sure they know exactly what to do at each stage of


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their enquiry should be of utmost importance. So make sure your customer service

policy is present on your site -- and anywhere else it may be useful.

5. Attention to Detail (also known as 'The Little Niceties')

Have you ever received a Happy Birthday email or card from a company you were a

client of? Have you ever had a personalized sign-up confirmation email for a service

that you could tell was typed from scratch? These little niceties can be time consuming

and aren't always cost effective, but remember to do them.

Even if it's as small as sending a Happy Holidays email to all your customers, it's

something. It shows you care; it shows there are real people on the other end of that

screen or telephone; and most importantly, it makes the customer feel welcomed,

wanted and valued.

6. Anticipate Your Client's Needs & Go Out Of Your Way to Help Them Out

Sometimes this is easier said than done! However, achieving this supreme level of

understanding with your clients will do wonders for your working relationship.

Take this as an example: you're working on the front-end for your client's exciting new

ecommerce endeavor. You have all the images, originals and files backed up on your

desktop computer and the site is going really well. During a meeting with your client

he/she happens to mention a hard-copy brochure their internal marketing people aredeveloping. As if by magic, a couple of weeks later a CD-ROM arrives on their doorstep

complete with high-resolution versions of all the images you've used on the site. A note

accompanies it, which reads:

"Hi, you mentioned a hard-copy brochure you were working on and I wanted to provide

you with large-scale copies of the graphics I've used on the site. Hopefully you'll be able

to make use of some in your brochure."

Your client is heartily impressed, and remarks to his colleagues and friends how veryhelpful and considerate his Web designers are. Meanwhile, in your office, you lay back

in your chair drinking your 7th cup of coffee that morning, safe in the knowledge this

happy customer will send several referrals your way.

7. Honor Your Promises


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It's possible this is the most important point in this article. The simple message: when

you promise something, deliver. The most common example here is project delivery

dates.

Clients don't like to be disappointed. Sometimes, something may not get done, or you

might miss a deadline through no fault of your own. Projects can be late, technology can

fail and sub-contractors don't always deliver on time. In this case a quick apology and

assurance it'll be ready ASAP wouldn't go amiss.

Conclusion

Customer service, like any aspect of business, is a practiced art that takes time and

effort to master. All you need to do to achieve this is to stop and switch roles with the

customer. What would you want from your business if you were the client? How would

you want to be treated? Treat your customers like your friends and they'll always

come back.


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Chapter 3

OBJECTIVES OF STUDY

Primary objective:

To study about the satisfaction of the Customers of Goldstone Technologies

Limited.

Secondary objective:

1. To analyze the awareness of Composite Insulators of Goldstone

Technologies Limited.

2. To study about the price which can attract the consumers?

3. To study about the various promotional activities that influences the consumer.

To analyze the opinion of customers about storage and Packing.


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NEED FOR THE STUDY

The need for the study of Goldstone Technologies Ltd taken place of consumer

perception will help the organization in determining their products as well as promotion

programs.

The project work is concerned with the study of market potential of Goldstone


It is obvious that the Goldstone Technologies Limited, Composite Insulators are

used in various places with in the country. The various features established for the

Composite Insulators are more important.

The Composite Insulators are used in various places viz. Industries, State

Electricity Boards, Railways etc. Majority of the Goldstone Technologies Products are

exported to various states in the country.

Marketing research takes very vital role in knowing and understanding customer

needs and behaviors. Keeping in view the importance of customer satisfaction in

creating and monitoring the potential and present customers. So it made to undertake

the study of the industrial profile, especially satisfaction towards Composite Insulators in

various electricity boards.

So the survey deals with this every aspect of finding the reasons for

unacceptability of Goldstone Products. Whether the factors assessed by the

management have any influence on its failure and if so to what extent?


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SCOPE OF THE STUDY

The scope of the study includes current market potential of Composite Insulators

with special reference to Goldstone Technologies Limited. The research is useful for the

company to take necessary steps for maintaining and improving Composite Insulators

market.

1. This study is useful to analyze the market performance of Composite

Insulators.

2. Information about consumer perception on different brands of Composite

Insulators.

3. This study gives information about consumer awareness on Goldstone


4. This study is useful to know the impact of brand advertisement and

consumers.

5. To find out market potential based on age and qualification.

6. This study is useful to know the satisfaction level with different attributes of

Goldstone Technologies Limited.

7. The study is useful to know the consumer preference and their reasons to

prefer Goldstone Technologies Limited.


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LIMITATIONS

The limitations occur when the project is done at Goldstone Technologies Limited.

1. Method of data collection was through personal interview and

therefore personal bias becomes a major limitation.

2. Due to the time constraints only a sample of 100 were interviewed,

hence the data collected may not be a representative of the entire population

3. The scope of study is restricted only to the twin cities.

4. The respondents have answered the questionnaire with their level of

knowledge that may not be indicative of the actual situation.

5. Even though enough care was taken to make research error-free some errors

may have crept in.

6. Non-availability of the consumers at the time when the survey was conducted

7. The sample size was restricted because of less private buyers.8. Only the Industries are using the Composite Insulators.9. Not all the respondents answered in an unbiased manner.10. Access to all the records and files of the company were not possible at all the

times.11. Interaction with higher-level officials was limited due to their very busy

schedules.


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CHAPTER-IV

RESEARCH METHODOLOGY

Research is defined as human activity based on intellectual application in the

investigation of matter. The primary aim for applied research is discovering, interpreting,

and the development of methods and systems for the advancement of human knowledge

on a wide variety of scientific matters of our world and the universe. It is exploratory and

often driven by the researchers curiosity, interest, and intuition. It is conducted without

any practical end in mind, although it may have unexpected results pointing to practical

applications.

Research means search for knowledge some times it may refer to a scientific

and systematic search for pertinent information on a specific topic. In fact research is an

art of scientific investigation.

Red men and man define research as a

Systematized effort to gain knowledge.


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TYPES OF RESEARCH:

To accomplish the objective of the study, descriptive research design is adopted

to collect the data from the consumers of the different brands. Descriptive research

simply describes things such as demography characteristics of consumers who use the

product. The descriptive study is typically concerned with determining frequency with

which same thing occurs. This study is typically guided by initial hypothesis.


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CHAPTER 5 : COLLECTION OF DATA

DATA COLLECTION METHODS:

To accomplish the objective of the study, descriptive research design is

adopted to collect the data from the consumers of the different brands. Descriptive

researches simply describe things such as demography characteristics of consumers

who use the product. The descriptive study is typically concerned with determining

frequency with which same thing occurs. This study is typically guided by initial

hypothesis.

For any research these two types of data are necessary:

1. Primary data

2. Secondary data

Primary Data:

For this project the primary data is collected in four ways:

a) Through observations

b) Through discussion ( Department Heads & Executives )

c) Through questionnaires

d) Through Sampling procedure


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Secondary Data:

The secondary data is collected from various sources available with in the

organization like,

a) Organizational web site

b) Company Past records

c) Library books

d) Internet

e) Annual reports

f) Consulting administrative staff.

g) Consulting marketing Managers

SAMPLING:

Sampling may be defined as the selection of an aggregate or totally on the

basis of which a judgment of reference about the aggregate of totally is made.

Sampling is used in conducting surveys and in studying various problems concerning

production management, time and motion studies, market research, various areas of

accounting and finance and the like.

Sample size:

For the project 50 customers were taken into consideration and they were

selected on the random basis.


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Method of sampling:

The method of sampling, which selected, is non probability convenience

sampling . In this method the sample insights are chosen primarily on basis of my

convenience.

The sample technique adopted for carrying out the survey is stratified random.

STATISTICAL TOOLS:

Statistical techniques are to obtain findings and average information in logical

sequence from the raw data collected. After tabulation of data research have used the

following quantitative technique.

y Percentage analysis

y Charts

PERCENTAGE ANALYSIS

Percentage refers to special kind of ratio. This method is used as making

comparsion between two or more services of data. Persenatage are used to decidable

relationship. Persentage can also used to compare thge relative terries, the

distribution of two or more services of data

CHARTS

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


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CHAPTER.VI

DATA ANALYSIS AND FINDINGS

1. OPINION OF CUSTOMERS ON PRODUCT AVAILABILITY.

PERCENTAGE ANALYSIS:

This table shows the customer opinion concerning the Availability of R N

Infratech Ltd Composite Insulators.

OPINION NO. Of RESPONDENTS PERCENTAGE

Excellent 20 40%

Good 26 52%

Fair 4 8%

Poor 0 0

Total No. of Respondents 50 100%

Analysis:

40% are feeling that the product availability is Excellent,

52% of the product availability is good,

8% of the product availability is fair,

None of them had faced poor product availability.

Inference:

The above analysis depicts that the majority of customers feel that the product

availability of R N Infratech Limited Composite Insulators is good.


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CHART ANALYSIS:

Opinion of the respondents

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

respondents.

Inference:

The above analysis depicts that the majority of customers feel that the product

availability of R N Infratech Limited Composite Insulators is good.

Conclusion:

The firm should take every necessary measure to contiue the existing ways of

making the product available. This will increase the number of satisfied customers.

No

ofresponden

ts

0

10

20

30

40

50

60

Opinion

Excellent Good Fair Poor


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2. OPINION OF THE CUSTOMERS ON QUALITY OF PRODUCTS.


This table shows the customer opinion concerning the Quality of R N Infratech

Ltd Composite Insulators.


Excellent 32 64%

Good 13 26%

Fair 5 10%

Poor - -


Analysis:

From the above it can be observed that

64% of the customers are feeling that the quality is Excellent,

26% of the customers feel that the quality is good,

10% of the customers feel that the quality is fair,

None of them are there to say Quality is not good.

Inference:

The above analysis depicts that the majority of the customers feel that the quality

of R N Infratech Limited Composite Insulators is Excellent.


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CHART ANALYSIS:


In the above graph, X-axis represents opinion and Y-axis represents

No of respondents.

Inference:

The above analysis depicts that the majority of the customers feel that the quality


Conclusion:

As most of the customers of the firm perceive the quality of the products to

be excellent, the firm should ensure to maintain the same standards. This action will

increase the loyalty of the customers towards the firm and its products

No

ofrespondents

0

10

20

30

40

50

60

70



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3. CUSTOMERS OPINION ON FEATURES OF PRODUCTS.


This table shows the customer opinion concerning the Features of R N Infratech



Excellent 31 62%

Very Good 11 22%

Good 8 16%

Poor - -


Analysis:

From the above it can be observed that,

62% of the custmers are feeling that the features of Insulators is Excellenet,

22% of customers are feeling that the features of Insulators is very good, and

16% of them are the opinion that the features of Composite Insulators is good.

However, there are no respondents to quote the features of Composite Insulators are

poor.

Inference:

The above analysis depicts that majority of the customers feel that the overall

efficiency of R N Infratech Ltd Composite Insulators is satisfactory.


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CHART ANALYSIS:



respondents.

Inference:

The above analysis depicts that majority of the customers feel that the overall

efficiency of R N Infratech Limited Composite Insulators is satisfactory.

Conclusion:

As most the customers are of the opinion that the efficiency of the firms products

is good, the company should ensure to continue the same standards of efficiency

further.

No

ofresponden

ts

0

10

20

30

40

50

60

70

Opinion



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4. OPINION OF CUSTOMERS ON PACKAGING OF PRODUCTS.


This table shows the customer opinion concerning the Packing of R N Infratech



Excellent 18 36%

Good 21 42%

Satisfaction 9 18%

Dissatisfaction 2 4%


Analysis:

From the above we can be observed that,

36% are feeling that Goldstone Technologies packaging is Excellent,

42% are feeling that the Goldstone Technologies packing is good,

18% are feeling that the Goldstone Technologies Packaging is Satisfactory and

4% of the customers are dissatisfied with the packing.

Inference:

The above analysis depicts that the majority of customers feel that the packaging

of R N Infratech Limited Composite Insulators is good.


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CHART ANALYSIS:



respondents.

Inference:



Conclusion:

The firm should take certain necessary steps to give even better packaging than

the existing one to completely wipe out the dissatisfied customers. However by giving

better packaging to products customers will be satisfied to the hilt.

No

ofrespondents

0

5

10

15

20

25

30

35

40

45

Opinion

Excellent Good Satisfaction Dissatisfaction


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5. AWARENESS ON ALL PRODUCTS OF COMPOSITE INSULATORS.


This table shows the customer opinion concerning the Awareness of all R N



Well aware 22 44%

More aware 16 32%

Few known 12 24%

Dont know - -


Analysis:


44% are well aware about the Goldstone Technologies products,

32% are more aware about the Goldstone Technologies products,

18% are few known about the Goldstone Technologies products, and

No one has in the list of Dont about Goldstone products.

Inference:

The above analysis depicts that the majority of customers aware about the R N

Infratech Limited Composite Insulators.


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CHART ANALYSIS:



respondents.

Inference:

The above analysis depicts that the majority of customers awre about the R N

Infratech Limited Composite Insulators.

Conclusion:

Firm should aware the people about our products. This will improves the firms

credibility as well as it will changes the most known customers to well known customers.

Then automaticlly it will leads to sales promotion.

No

ofrespondents

0

5

10

15

20

25

30

35

40

45

Opinion

Well aware More aware Few known Dont know


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6. WHAT IS OUR RANKING COMPARED WITH THE SIMILAR PRODUCTS ON THE

MARKET


This table shows the customer opinion concerning the Ranking of R N Infratech

Ltd Composite Insulators on the market.


Excellent 22 44%

Good 16 32%

Satisfaction 10 20%



Analysis:

From the above we can observed that,

44% are feeling that Goldstone Technologies Ranking in market is Excellent,

32% are feeling that the Goldstone Technologies Ranking in market is good,

20% are feeling that Goldstone Technologies Ranking in market is Satisfactory and

4% of the customers are dissatisfied with the Ranking in market.

Inference:

The above analysis depicts that the majority of customers feel that the Ranking



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CHART ANALYSIS:



respondents.

Inference:

The above analysis depicts that the majority of customers feel that the Ranking


Conclusion:

The firm should take certain necessary steps to give even better Ranking than

the existing one to completely wipe out the Market standards. However by giving better

Ranking to products customers will be satisfied to the hilt.

No

ofrespondents

0

5

10

15

20

25

30

35

40

45

Opinion

Excellent Good Satisfaction Dissatisfaction


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7. HOW ABOUT THE RELIABILITY (BEING WRITTEN ON EACH BURNER) TO OUR

PRODUCTS


This table shows the customer opinion concerning the Reliability of R N Infratech



Excellent 20 40%

Good 20 40%

Satisfaction 8 16%



Analysis:


36% are feeling that Reliability on Goldstone Technologies products are Excellent,

42% are feeling that Reliability on Goldstone Technologies products are good,

18% are feeling that Reliability on Goldstone Technologies products are fair, and

4% of the customers are dissatisfied with the Reliability.

Inference:




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CHART ANALYSIS:



respondents.

Inference:

The above analysis depicts that the majority are feel that the Reliability of R N

Infratech Limited Composite Insulators is Excellent & Good.

Conclusion:

The firm should take certain necessary steps to give even better Reliability than

the existing one to completely wipe out the dissatisfied customers. However by giving

better Reliability to products customers will be satisfied to the hilt.

N

o

ofrespondents

0

5

10

15

20

25

30

35

40

Opinion

Excellent Good


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8. WHAT ABOUT THE COMPATIBILITY (PLAY BACK SUCCESSFULLY) OF OUR

PRODUCTS


This table shows the customer opinion concerning the Compatibility of R N



Excellent 22 44%

Good 20 40%

Satisfaction 8 10%



Analysis:

From the above we can observe that,

36% are feeling that Goldstone Technologies Compatibility is Excellent,

42% are feeling that the Goldstone Technologies Compatibility is good,

18% are feeling that the Goldstone Technologies Compatibility is Satisfactory and

4% of the customers are dissatisfied with the Compatibility.

Inference:

The above analysis depicts that the majority of customers feel that the

Compatibility of R N Infratech Limited Composite Insulators is Excellent.


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CHART ANALYSIS:



respondents.

Inference:


Compatibility of R N Infratech Limited Composite Insulators is good.

Conclusion:

The firm should take certain necessary steps to give even better Compatibility

than the existing one to completely wipe out the dissatisfied customers. However by

giving better Compatibility to products customers will be satisfied to the hilt.

No

ofrespondents

0

5

10

15

20

25

30

35

40

Opinion

ll

nt Good Satisfaction Dissatisfaction


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9. OPINION OF CUSTOMERS ON PRICE OF THE PRODUCT


This table shows the customer opinion concerning the Pricing of R N Infratech



Very High 23 46%

High 15 30%

Reasonable 12 24%

Low - -


Findings:

From the above graph we can be observed that,

46% of the custmers are feeling that product price is very high,

30% of them feel that the price of the product is high,

24% of them feel that the price is reasoable &

None of them are of the opinion that the price is low.

Inference:

The above analysis depicts that majority of the customers feel that price of the

product is abnormal or very high.


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CHART ANALYSIS:


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

respondents.

Inference:

The above analysis depicts that majority of the customers feel that price of the

product is abnormal or very high.

Conclusion:

Since most of the customers strongly feel that the prices of the products are high,

the firm should reduce the prices to affordable level. This will lead to increase in sales

and will enhance the customer satisfaction levels.

0

5

10

15

20

25

30

35

40

45

50

Opinion

No.ofRespondents

Very High High Reasonable Low


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10. HAVE THESE DISTRIBUTING CHANNELS ARE AVILABLE TO YOU?


This table shows the customer opinion concerning the Distributing channels of R

N Infratech Ltd Composite Insulators.


Most available 16 32%

More available 18 36%

Available 10 20%

Not available 6 12%


Analysis:

From the above we can observe that,

32% Distributing channels are Most available to the customers,

36% Distributing channels are More available to the customers,

20% Distributing channels are Available to the customers and

12% Distributing channels are Not available to the customers.

Inference:


Distributing channels are More available.


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CHART ANALYSIS:



respondents.

Inference:


Distributing channels are More available.

Conclusion:

The firm should take certain necessary steps to give even better Distributing

channels than the existing one to completely wipe out the dissatisfied customers.

However by giving better Distributing channels to customers will be satisfied to the hilt.

No

ofrespondents

0

5

10

15

20

25

30

35

40

Opinion

Most available More available Available Not available


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11. HOW DO YOU RATE OUR DELIVERY ON TIME PERFORMANCE AND OUR

COMMITMENT TO MEET YOUR DELIVERY EXPECTATIONS?


This table shows the customer opinion concerning the Delivery rate of Time

performance & Commitment.


Excellent 18 36%

Good 21 42%

Satisfaction 9 18%



Analysis:


36%, Delivery rate of Time performance & Commitment is Excellent,

42%, Delivery rate of Time performance & Commitment is Good,

18%, Delivery rate of Time performance & Commitment is Satisfied, and

4%, Delivery rate of Time performance & Commitment is Dissatisfied,

Inference:

The above analysis depicts that the majority of customers feel that the Delivery

rate of Time performance & Commitment is good.


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CHART ANALYSIS:



respondents.

Inference:

The above analysis depicts that the majority of customers feel that the Delivery

rate of Time performance & Commitment is good.

Conclusion:

The firm should take certain necessary steps to give even better Delivery rate of

Time performance & Commitment than the existing one to completely wipe out the

dissatisfied customers. However by giving better Delivery rate of Time performance &

Commitment to customers will be satisfied to the hilt.

No

ofrespondents

0

5

10

15

20

25

30

35

40

45

Opinion

Excellent Good ! " # ! "


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12. CAN OUR COMOSITE INSULATORS WORKING PROPERLY?


This table shows the customer opinion concerning the Working nature of R N



Excellent 30 60%

Good 15 30%

Satisfaction 5 10%

Dissatisfaction - -


Analysis:


60% are feeling that Working nature composite insulators are Excellent,

30% are feeling that Working nature composite insulators are good,

10% are feeling that Working nature composite insulators are Satisfactory and

No customers are dissatisfied with the Working nature.

Inference:

The above analysis depicts that the majority of customers feel that the Working

nature of R N Infratech Limited Composite Insulators is good.


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CHART ANALYSIS:



respondents.

Inference:

The above analysis depicts that the majority of customers feel that the Working

nature of R N Infratech Limited Composite Insulators is good.

Conclusion:

The firm should take certain necessary steps to give even better Working nature

than the existing one to completely wipe out the dissatisfied customers. However by

giving better Working nature to products customers will be satisfied to the hilt.

No

ofresponden

ts

0

10

20

30

4050

60

Opinion

$

% & '

ll'

nt Good Satisfaction Dissatisfaction


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CHAPTER 7

RECOMONDATIONS & SUGGESTIONS

RECOMONDATIONS:

1) It is better to concentrate on the Composite Suspension Insulators because

the efficiency of the Composite Insulators is more and most of the

customers are preferring this product, when compared to other products

2) In fixing the price of the product the following factors should be kept in the

mind, because most of the customers feel that the price of the products is

high.

y Selection of the sub-supplier (vendors)

y Keeping reasonable inventory

y Service providers like transporters, agents etc.

y Maximum utilization of manpower and machinery etc.,

y Optimum design.

y Proper planning.

These activities will help in reducing the unnecessary costs

incurred by the company. Moreover this accrued value can be passed on to

the customer by reducing the price.


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SUGGESTIONS:

y The promotional activities taken by the company need to be more effective. If

the firm promotes the products rigorously and effectively then the customers

will get more information regarding the Composite Insulators.

y The company can further enhance its After-Sale services by adopting the

latest practices. Few of the practices are listed below.

Opening a 24hrs or 12 hrs Toll-free numbers to register customer

complaints.

Attending the customers complaints in the least possible time by

having service points at all dealerships.

Free service camps once or twice in a year.

Adopting techniques like Six-Sigma to reduce the repetitions of the

errors.


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BIBLIOGRAPHY

Reference Books

y Marketing Management by Philip Kolter

y Research methodology by C.R.KOTHARI

Search Engines

y Company Website: www.goldstonepower.com

y Company Manuals (News papers)

y www.google.com


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QUESTIONNAIRE

Please tick ( ) the appropriate block of your options for the questionnaire given

below

1. OPINION OF CUSTOMERS ON PRODUCT AVAILABILITY.

Excellent ( ) Good ( )

Fair ( ) Poor ( )

2. CUSTOMERS OPINION ON FEATURES OF PRODUCTS.


Fair ( ) Poor ( )

3. OPINION OF THE CUSTOMERS ON QUALITY OF PRODUCTS.


Fair ( ) Poor ( )

4. OPINION OF CUSTOMERS ON PACKAGING OF PRODUCTS.


Fair ( ) Poor ( )

5. AWARENESS ON ALL PRODUCTS OF COMPOSITE INSULATORS.

Well aware More awareFew known Dont know

6. WHAT IS OUR RANKING COMPARED WITH THE SIMILAR PRODUCTS ON

THE MARKET.


Fair ( ) Poor ( )


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7. HOW ABOUT THE RELIABILITY (BEING WRITTEN ON EACH BURNER) TO

OUR PRODUCTS


Fair ( ) Poor ( )

8. WHAT ABOUT THE COMPATIBILITY (PLAY BACK SUCCESSFULLY) OF OUR

PRODUCTS


Fair ( ) Poor ( )

9. OPINION OF CUSTOMERS ON PRICE OF THE PRODUCT

Very High ( ) High ( )

Reasonable ( ) Low ( )

10. HAVE THESE DISTRIBUTING CHANNELS ARE AVILABLE TO YOU?

Most available ( ) More available ( )

Available ( ) Not available ( )

11. HOW DO YOU RATE OUR DELIVERY ON TIME PERFORMANCE AND OUR

COMMITMENT TO MEET YOUR DELIVERY EXPECTATIONS?


Fair ( ) Poor ( )

12. CAN OUR COMOSITE INSULATORS WORKING PROPERLY?


Fair ( ) Poor ( )


73/73

13. DO YOU FEEL THE STYLE AND ATTRACTIVENESS TO OUR WEBSITE


Fair ( ) Poor ( )

14. DOES OUR WEBSITE PROVIDE THE KIND OF INFORMATION THAT YOU

NEED?


Fair ( ) Poor ( )

15. DO YOU NEED TECHNICAL IMPROVEMENT TO COMPOSITE INSULATORS

PRODUCTS?

Lot of need ( ) More need ( )

Fair need ( ) No need ( )

16. WHICH ADVERTISING MEDIA IS ATTRACTED TO YOU MOST?

Journals ( ) Newsletters ( )

Own Website ( ) B2B Portals,Other famous sites ( )

17. DOES OUR MATERIALS IN OUR R N INFRATECH LTD BE KEPT MOST UP-TO-

DATE

Technology ( ) Advertising ( )

Testing ( ) Storing ( )

Hr Report of r n Infratech

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