Ramu Final Project (2)

7/31/2019 Ramu Final Project (2)

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CHAPTER-1

INTRODUCTION

Customer satisfaction, a business term, is a measure of how products and services

supplied by a company meet or surpass customer expectation. It is seen as a key performance

indicator with in business. In a competitive market place where businesses compete for

customers, customer satisfaction is seen as a key differentiator and increasingly has become a

key element.

Satisfaction is a persons feeling of pleasure or disappointment resulting from

comparing a product is perceived performance (outcome) 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 exceeds the expectations, the customers are highly satisfied (or) delighted.

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

satisfied are 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

affinity with the brand, not just a rational performance. The result is high customer loyalty.

Here I Am Doing My Research In NANDI PALYMERS PIPES, RENIGUNTA ROAD,

THIRUPATI. Product .Customer Satisfaction


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1.1INDUSTRY PROFILE

Plastics

Plastics have come to play a vital role in a variety of applications the world over. Inour country plastics are used in making essential consumer goods of daily for common man

such as baskets, shopping bags, water bottles, school bags, Tiffin boxes tooth brushes,

spectacle frames and fountain peas. They also find applications in fields like packaging

automobiles and transportation, engineering, electronics, telecommunications, defence,

medicine and construction, plastics are growing in importance in agriculture and water

management.

The government of India recognizing the importance of plastics in agriculture.Forecast a tremendous growth of drip-irrigation through a network of plastic pipes and tubes.

The plastics are classified into major classes:

1 The thermo plastics

2 Thermo sets

1. The Thermo Plastics

The thermo plastics become sufficiently soft on the applications of heat.

2. Thermo Sets

The thermoses on the other had become sufficiently soft only not the initial

application of heat and pressure in the world to flow, but upon further applications of heat

and pressure they are cured to hard, inert mounded piece, which cannot be reoffered but

reheating.


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Conventional materials

Light weight

Excellent mould ability

Attractive colors

Low energy requirements for convention

Low labour and cost of manufacturer

Low maintenance

Corrosion resistance

Importance of Nandi Pipes

Main occupation in India is agriculture for the developing country like India

modernization of agriculture practices assumes pivotal place in improving the economic

status and the process of modernization include usage of high productive tools and

agricultural practices. The usage of poly vinyl chloride Nandi pipes in agriculture fields lesser

water seepage which was predominant in earlier practices with the services of Nandi pipes

water can be transported efficiently with lesser losses from the place of high water potentialto the place of low water potential.

Present revolutionary trend in water management speaks much about drip irrigation

which is developed is real and practiced by agricultural based nations in the world tariff

irrigation greatly deals with water management techniques uses Nandi pipes as core tools for

implementation, Nandi pipes supplemented withy fittings are used in Nandi pipes unique heat

chemical and physical characteristic serve many industrial purpose characteristic of light

weight low price attract many more application.

Plastics have becomes synonymous with modern living. It is undoubtedly a product,

which has penetrated extensively into the common, mans life. No wonder the industry has

achieved in terms of supply of raw materials, expansion and diversification of processing

capacities and manufacturing of processing machine and ancillary

The versatile material with its superior qualities such as light weight, easy process ability,

corrosion resistance, energy conservation, non toxicity etc., may substitute to a large extent,

many conventional and costly industrial materials like wood, metal, glass, jute, leather etc.,


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on the automobiles, electronics, packaging and agriculture give enough evidence of the

immense utility of plastics.

At present 80% of total requirement of raw material and almost all types of plastic

machines required for the industry and indigenously available. The present investment in all

three segment of the industry, namely production of raw materials, expansion and

diversification of processing equipment ins Rs.1,250 cores and it provides employment to

more than eight lakh people.

Plastics have been subject to level not only at the central, but at state, and local

government levels. These levels have affected the price of plastic of production adversely,

because of their inherent advantage in properties and versatile in adptation and use, plastics

have come to play a vital role in a variety of applications over the world. In our country,

plastics are used in essential consumer goods of daily use for common man such as baskets,

shopping bags tiffany boxes, hair combs, tooth brushes, spectacle frames and fountain pens

etc., they also find applications in field like packaging and automobiles and transportation,

engineering, electronics, telecommunications, defense, medicine, building and other

construction plastics and its importance is also growing infield like agriculture and water

management.

The govt of India recognizing the importance of plastics in Agriculture, appointed on

March 7th

, 1981. National committee on the use of plastics in agriculture under the

chairmanship of Dr. G.V.K .Rao. The committee has forecast a tremendous growth of drip

irrigation through a network of plastic pipes and tubes. In its opinion, large scale adoption of

irrigation would lend to support in demand for Nandi pipes HDPE tubes and polypropylene

emitters. The committee has highlighted the importance of the use of Nandi resin in the

manufacture of rigid pies, flexible pipes and sheeting, which are being used for agricultural

operations to carry water for one place to another and also lining of ponds and reservoirs to

reduce see page and most important. Engineering plastics are being increasingly used for

various applications in automatic, electronics, telecommunications and other industries, the

plastics are classified into two major classes thermoplastics and thermoses. The

thermoplastics become sufficiently soft on the applications of heat. The thermoses on the

initial application of heat and pressure in the mould to flow, but upon further application of

heat and pressure they are cured to hard, insert melded piece which cannot be reoffered by

reheating


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HISTORY OF PLASTIC PIPES

Introduction to plastics

Plastics, a class of polymers, can contribute to a wide spectrum of social goods such

as poverty amelioration, improvement of quality living, employment creation, regional

dispersal of industries.

Till mid 70's most of plastics produced in India were consumed in conventionalizes

uses like cables, telephone sets etc. The industry has however done well in the 1990's

recording compound growth rate of almost 10%. In fact it can be considered one of fastest

growing industries with a tremendous scope for further growth in the 1990's as per capita

consumption of plastics of a population of 820 million at 0.7k.g. Per head, leaves room for

huge growth.

But in the year 1991, the gulf crisis had served repercussions on oil related industries.

With India, so largely dependent on imported oil for its energy requirement and foreign

exchange become a severe constraint, the price increase of polymers between Aug. 1991 and

Feb. 1992 progressively reduced the supply of imported raw materials for the processor in

India. Since 90-95% of the India plastic processing industry is made up of small scale units

and 50% of polymers need to be imported, for almost 8 moths of the year capacity utilization

fell below 50% for the majority of the 18,000 processors.

The coupled with resistance form the end users to the high prices for plastics articles

meant difficult times. Where the projections made by the planners had indicated that the

national consumption would be over 8.8lakh tones in 1990-91's.

The limited availability and high prices restricted the off take off 6.85lakh tones of

commodity polymers. Hopes of improving the per capita polymer consumption form a low

0.8k.g. In 1989-1990, against a world average of 16k.g. did not materialize.

India has been quite slow in its move towards world scale polymer plans, whereas

almost all the countries in south East Asia including China have rapidly expanded their

ethylene capacities almost 3/4th

in a decade. Countries with much smaller populations

Thailand, Singapore and Taiwan had shown vision and foresight to build up capacities for

their new raw material needs 90's. In fact, they have planned for large-scale export since

their own internal markets are small.


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In terms of technology, broadly all the oil polymer producing units expect for one or

two, are all well below the minimum economic size. Experts fell that there is scope for

technological up gradation in processes and energy conservation.

The production sector, principally made up of small units, need to go for technology

up gradation to optimize the use of polymer, conserve energy and produce products with

closer tolerance limits and more consistent quality.

The sector also has much large need of trained man power in 1989;s as the "on the

job" trained operators and supervisors cannot meet the requirements for better quality

products, nor can they optimize the use of modern machines and mould.

High Density Polyethylene

Production of HDPE in INDIA started commences in 1968. At present is on unit

(polyolefins industry ltd.,) in INDIA, production HDPE by the end of 2002 to 2003 is placed

at 1.25 lakhs tonnes.

High Density Polyethylene (HPDE)

Production of HDPE in INDIA started in 1959. At present there are three units

manufacturing HDPE with a total of 1.15 lakh tonnes.

Polystyrenes

Polystyrene was first manufactured in India in May 1957. The first production

commenced in 1978. A production target of 29000 tonnes tube is achieved by the end of

1999-2000.

Acrylonitril Butadiene Styrene (ABS)

The production of acrylonitrile Butadiene styrene (ABS) in India started in 1978. The

present total annual installment capacity of (ABC) is 5,000 tones.

Poly Vinyl Chloride (PVC)

Production of PVC started in INDIA in 1961 against first production of PVC in the

world in 1927. At present there are six units manufacturing PVC resins. The present total

installed capacity comes to 1.70 lakh tones. The production target of PVC by the end of

2001-2002 is placed at 2.33 lakh tones.


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Export of Plastics Goods

Today India exports plastic products to as many as 80 countries all over the world.

The exports, whichever stagnant at around aRs.60-70 cores per annum double to Rs.129

cores? The plastic industry has taken up the challenge of achieving an export target of Rs.17

cores.

Major export makes for plastic products and linoleum are Australia, Bangladesh,

Canada, Egypt, Hong Kong, Hungary, Italy, Kuwait, Federal, Republic of Germany, Sri lank

a, Sweden, Taiwan, U.K,U.S.A, and Russia.

Role of Plastics in the National Economy

Plastics are been perceived as just simple colourful household products in the minds of

common man. A dominant part of the plastics of the present and future find their utilization

in the following areas.

Agriculture, forestry and water-management

Automobiles and transportation.

Electronics and telecommunications buildings, construction and furniture especially

wood substitutes.

Food processing and packaging

Power and gas distribution.

Importance of Pipes Industry

We shall look at the basic data about plastics and particularly those properties, which

are of use in practical working with plastics. Plastics are the man-made materials. The oldest

raw materials for producing plastics are carbonaceous materials obtained from petrol

chemical sources and they can be economically produced in large quantities.

Plastics have changed our world and day by day thy are becoming important. They

own their success to whole series of advantages, which they have over conventional materials

such as

Light weight


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Excellent mould ability

Attractive colours

Low energy requirement for convention

Low labour and cost of manufacture

Low maintenance

High strength weight ratio

Aesthetic

Raw materials supply

The perplexing situation that is confronted by the manufacturer of Nandi pipes. Is

scarcity of resin? Although government of India had taken steps towards better supply

conditions of PVC resin our Indian manufacturers could meet only 50% of the demand is met

from the imports. The major petro-chemical companies, which supply resin, are

Sriram Vinyl Limited

Chem.-Plats Limited

Reliance Petro Chemical Industries Limited

National Organic Chemical Industries Limited

Indian Petro-Chemical Industries Limited

Dharage Dhara Chemical Works Limited

Pipe Technology & Terms and Concepts

Pipe, hollow structure, usually cylindrical, for conducting materials. It is used primarily

to convey liquids, gases, or solid suspended in a liquid for e.g. slurry and also used for

electric wires.

The earliest pipes were probably made of bamboo, used by the Chinese to carry water c.

5000 BC. The Egyptians made the first metal pipe of copper c. 3000 BC until the cast run

became relatively cheap in 18th

cent. Most pipes were made of bored stone or wood, clay lead

and occasionally, copper or bronze. Modern materials include cast iron, wrought iron, steel,

copper, brass, lead, concrete, wood, glass and plastic. Bending strips of steel into the form of

a tube and welding the longitudinal seam either by electric resistance, by fusion welding, or


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by heating the tube and pressing the edges together makes welded steel pipe. Seamless pipe is

made from a solid length of metal pierced lengthwise by a mandrel with a rounded nose.

Steel pipe, introduced in the early 20th

Cent., is widely used for conducting substances at

extremely high pressures and temperatures. Cast-iron pipes, which came into common use in

the 1840's, resist corrosion better than steel pipes and are therefore frequently, used

underground. Clay and concrete pipes usually carry sewage, and concrete pipes are also used

to carry irrigation water at low pressures, for moderate pressures the concrete is reinforced

with steel or mixed with asbestos. Seamless copper and brass pipes are used for plumbing and

boilers because of its softness and resistance to corrosion. Lead is used for flexible

corrections and for plumbing that doesn't carry drinking water. The chemical; and food

industries are used glass pipes. During World War II manufacturers developed plastic pipesto replace metals that were in short supply.

Today PVC pipe is widely used to carry waste water as certain corrosive liquids. A

pipeline carries water, gas, petroleum and many other fluids long distance. In lying an oil

pipeline, 40' ft [12-m] sections of seamless steel pipe are electrically welded together while

held over a trench. Before being lowered into place the pipe is coated with protective paint

and wrapped with a substance composed of treated asbestos felt and fiberglass. Pumping

section located 50 to 75 ml [80-120Km]. A part boosts the dwindling pressure back up asmuch as 1500'lb per inch. The piping must be kept clean either by applying a negative

electric charge to the pipe or by regular use of a "pig", or scrubbing ball, inserted at one end

and carried along by the current. An oil pipeline 6 Inches (15cm) to (60cm) in diameter will

move it contents at about 3 to 6 ml (5-10) per hr.

Water has moved since ancient times in pipelines called aqueducts. The first natural

gas and petroleum pipe line in US. Were builds during the 19th cent today in most part of the

world pipelines are as extremely important means of transporting divers fluids? The Trans

Arabian pipeline, which carried oil from the Persian Gulf to the Mediterranean, is over 1000

ml (600 Km) along. There is more than 180000 ml (288000 Km) of pipelines in the United

States alone.


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1.2COMPANY PROFILE

NANDI is brand name of popular HDPE pipes made by two companies Nandi Pipes

and Rani plastic Pipes Industries. The companies was started in 1975 by a young mechanical

engineer who had just left a plum job in Baba Atomic Research Centre (Barc) and wanted to

do something on his own.

Today the companies are worth few (or lot depends on who you are millions both

Indian & amp; American). They made possible few other small ventures Pipes are sold under

brand names of Nandi, Rani, and Jala. Together they are highest selling Nandi pipe brands in

South India and will be among top three.

Origin

Rayalaseema is economically backward in Andhra Pradesh was rarefied region for

industries dynamic Entrepreneur Sri S.P.Y.Reddy is basically a Mechanical engineer

started a un i t at Nandyal. Which manufacturers black pipes in 1977. The determination and

hard work of Sri S.P.Y.Reddy he lped him to overcome the problems faced by the company

in the initial years, and with financial assistance from the local commercial banks. The

company could overcome the problems of the manager and is running smoothly. Later the

company started manufacturing of HDPE pipes, which Rayalaseema. Economically

backward area in Andhra Pradesh. Was rarefied region for industries? Add terminated the

manufacturing of Black pipes. This resulted in the formulation of a private limited company

cal led 'NAN DI PIPES PVT. LTD.' With Sri S.P.Y.Reddy as the Managing Director.

Growth

Nandi pipes Pvt. Ltd. is commissioned with the objectives of catering to the

agricultural needs of the region. In earlier days, tools used for Water flow were very

ineffective with high percentage of seepage losses. To counter this draw back PVC pipes

were favorably welcomed, this has been the mission of Nandi pipes Pvt Ltd. the Major

irritants in agricultural practices like lack of rainfall. Ground water lifting water

transport with in the fields has provided magnificent thrust to HDPE pipes market. These

factors helped Nandi Pipes Pvt. Ltd, to record an excellent growth since 1977 onwards.

Qual it y is the domi nati ng factor in the growth of Sales. Wel l- equipped Laboratory and

quali ty control office looks after the qua lit y. The company not only improving the brand

name but also it is undertaking takeover of the competitor's brands. In 1977 the company


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takes over the sagar brand. The manufacturing plant of sagar brand was at Medak District.

The Nandi Pipes Company not slopped with that victory, the company over another main

competitor's brand Monarch in 1999. The manufacturing plant of Monarch plant lines at

Ananthapur.

Quality

Quality is the dominating factor in the growth of sales. Well-equipped and quality

laboratory and quality control office looks after the quality.

Brand name

Out of five varieties of products offered by the organization, Nandyal Nandi pipes has

got excellent local popularity as it symbolizes the region and the sacred bull. The remaining

live got their impact in other states.

Sizes

Various sizes ranging from "1/2 to 10" inches offered to customers. But for the

purpose of cubic space utilization in trucks while an sport organization is adopting the

technique like pipe in pipe.

Warranties

No written warranties are given to customers expect an assurance that the product is

reliable

Payment period

Zero credit policy is adopted by the company and goods are not delivered unless cash

remittance is made. The same policy is also applicable to authorize customers of Nandi Pipes

Pvt. Ltd..,

We believe that companies are about people more than anything else is. The group

companies employ about 1500 people. Free accommodation is provided to most of the

employees. Health services are also provided at free of cost. Other business interests of Nandi

group include dairy product, information technology and education Nandi Pipes (p) Ltd,

manufacturers the largest and most comprehensive range of HDPE pipes in India. They offer

pipes of up to 400 mm diameter Nandi pipes that are suitable for a wide range of applications.

Portable water transportation, irrigation, plumbing, drainage, cable ducting bore-

wells, transfer of industrial effluents. Our gamuts of products cover all applications, which


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are covered by PVC Pipes. Nandi HDPE systems are more cost effective than conventional

GI, CI or AC systems. They are lightweight, durable and non-corrosive. They offer excellent

flow characteristics and they are easy to transport handle and install as well. Excellent quality

with customized product development support.

The Unit also has excellent quality assurance systems in place we ensure products of

uncompromising excellence, meeting all relevant ISI, BS, DIN, and ASTM standards. In

addition, extensive R&B facilities provide reliable and committed support for new product

development.

This means that, even if a Nandi customer is unable to find his precise requirements

from our elaborate range of products, we can also develop customized products to his own

exclusive specifications

It is this relentless pursuit of quality and a willingness to adapt and innovate, that has

propelled Nandi to the forefront of this product category in India.

Water is indispensable for agriculture. However, only 15% of agricultural land, the

world over, gets dependable water supply. In India too, only a fraction of the 164 hectares of

cultivated land gets a dependable supply of water. Various irrigation methods are employed

by farmers to ensure proper water supply.

Canal irrigation is one such method. However, canals occupy cultivate space and thus

hamper production. Moreover, nearly 40% of canal water is wasted due to evaporation and

percolation. Besides, in certain areas, canal irrigation, over a period, has led to salivations.

Pipes are an effective way of overcoming the problem caused by canal irrigation as they can

be laid underground and water loss because of percolationandevaporation is eliminated. Lift

irrigation is employed to carry water from a lower to a higher level. Here, various kinds of

pipes are used.


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1.2.1. PRODUCT PROFILE

HDPE Pressures Pipes & Fittings(MM Series)

HDPE Pressure Pipes.

HDPE Pressure Fittings.

HDPE High Pressures Solvent Cement jointing System.

HDPE Solvent cement jointing pipes.

HDPE Solvent cements fittings.

HDPE Soil waste & Rainwater (S. W. R) Drainage System.

HDPE S.W.R. Pipes.

HDPE S.W.R. Fittings.

HDPE High Pressure Threaded System for Plumbing.

HDPE Plumbing Pipes.

HDPE Plumbing fittings.

HDPE Casting Pipes.

Product attributes

All pipes and fittings fully conforming to relevant ISI/BS/DIN and ASTM standards.

More cost effective than GI, GI and AC pipe systems due to


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Light weight and

Ease of handling transportation and installation.

Excellent flow characteristics.

Virtually Maintenance free.

Environment friendly.

Seamless, durable and resilient.

Non-corrosive even resistant to chemical & electrolytic corrosion.

Application Areas

Portable water distribution.

Lift irrigation

Sprinkler & drip irrigation systems.

Bore-wells & Domestic plumbing.

Soil, waste and ventilation system.

All about Polymer

Polymer

A Polymer is a composition of a large molecule, generally formed by a long chain of

chemical bond covalence.

Before the invention of artificial organic polymers, there was a massive usage of a plant

polymer, generally known as cellulose. During the period of early 19th century cellulose

was used in making of natural rubbers.

Major structure of Polymer

There are two key structures of Polymers, namely Cis and Trans. These two structures cannot

be altered by rotating physically. The first form develops when groups of substituents are

belonging to the same side of carbon-carbon dual bond. The later Trans means the

substituents groups gathered on the opposite side of the double bond.


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Structure of Cis and Trans

Various applications of Polymer

Polymer technology is a wide sphere including the different kinds of materials, integrated by

long string of many repeat units. The major applications of Polymer are describe below:

Elastomers

Synthetic and natural rubber is the common examples ofElastomers. It has a loose cross-

linked configuration. Generally, on average about 1 in 100 molecules are made a cross link.

The rubbery material of Elastomers obtained from the bark of rubber trees.

Plastics

Basically Plastics are polymers; a varied group of synthetic material, under the proper

pressure and temperature it can be shaped. It can be divided into two forms, thermoplastics

and thermosetting plastics. These classes are made totally depending on their structure and

chemical bonding.

Fibers

Fiberis very common application of polymeric materials. There are lots of examples of

natural fibers like cotton, silk and wool, have been used from the early ages of civilization


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HDPEPipesSecondGeneration

The use of HDPE pipe prevalent in these days is much more sophisticated and offers better

resistance against corrosion for the users. More popular are the HDPE second generation

pipes. According to industry experts, these pipes have shown tremendous popularity till date.

HDPEPipesLastsLonger

Research shows us that the type of polyethylene used in HDPE pipes last much longer than

any ordinary kind of metal pipes. Additionally, these pipes also preserve all type of

antioxidants that has made these pipes so much unique. For instance, these pipes show good

resistances towards holding the amount of water pressure.

HDPEPipesareeconomical

House owners are also showing great interest in opting for plastic pipes as they are more

economical. These kinds of pipes are less expensive and help users to save their money to a

great extent. Apart from the economical factor, these pipes are great for serving most

practical purposes.

HDPEPipesareeasytoinstall

Another advantage of the HDPE pipe is the aspect of easy installation. You do not requireusing Herculean energy to install these pipes. They are usually light-weighted that makes

them easier to install and also to carry them. This is one quality that makes HDPE pipe much

popular in the present times. In addition, it is the main reason why the polyethylene pipes are

much better from the pipes made up of concrete and steel. Now it can be easily said that the

HDPE polyethylene pipes has taken the construction to a great level forming to be the latest

approach of modern construction.


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Features of HDPE Casing Pipes

PVC Casing Pipes do not corrode.

PVC Casing Pipes have smooth bore, do not support bacterial growth or encrustation.

PVC Casing Pipes are less expensive than any other non-corrodible pipes.

Easy to handle easy to install, no skilled labour required.

PVC Casing Pipes are ideally suitable for domestic wells, irrigation wells.

Industrial wells, public wells, watering wells, mining wells, observation wells.

PVC screens with continuous shaped ribs increase the permeability rating more than

times.

Studies proved that permeability of well screen with horizontal slots is twice that of

the screens with longitudinal slots.

HDPE casing has trapezoidal acme threads, which make easy joint


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Long track record of excellent performance, approaching 50 years worldwide

Long track record of excellent performance, approaching 50 years worldwide

High impact and breakage resistance

High resistance to chemicals, corrosion, decaying and abrasion.

Higher durability & advantage of easy installation and transport without material

loss.

High resistance to direct sunlight (UV resistance for long time from UV resistance

agent included in the manufacturing process).

High Stress Crack Resistance prevents inching growth of cracks.

Lesser fittings for connection due to higher elasticity: PE pipes are bendable with a

radius of approx. 20-25 times of its outer diameter. Excellent elasticity resulting in

installation ease. Coils can be made upto 110 mm Dia in several hundred metres

long - resulting in lesser joints.

Lesser vulnerability from earth movements like landslide, earthquakes , etc.

Availability of different pressure resistance option: PE pipes can be produced

resistant to 12 different pressure class from 2.5 bar up to 32 bar.

Perfect leak proof joints possible - no cracks - no breaks and no deformation.

Advantage of safe application in irregular surfaces like sea, river passages, low

temp terrain.

Availability of several connection methods (butt welding. electro fusion, push fit

etc.)

Smooth internal surface brings considerable savings in the service and overall line

costs.

Very long service life under severe conditions.


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Light in weight enabling high speed movement & installation.

Non Toxic, Food Grade can also be used in food and pharma industry.

The Following Data Shows the Market Development for HDPE Pipes of Nandi Pipes Pvt

Ltd

1977-84 Nandyal Region (polythene pipes)

1984-85 Rayalaseema Region (PVC pipes)

1985-86 Rayalaseema and Telangana

1986-88 Karnataka and Andhra Pradesh

1988-91 Karnataka, Tamilnadu and Andhra Pradesh

1991-98 Karnataka, Tamilnadu, Andhra Pradesh and Kerala

19982003 Karnataka, Tamilnadu, Andhra Pradesh, Kerala, Goa and Maharashtra

Apart from manufacturing of HDPE pipes, it also runs a partnership firm.


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CHAPTER-2

REVIEW OF LITERATURE

Liqiang Zhaoand Beverly J. Tepper

, ,

Department of Food Science, Cook College, Rutgers University, 65 Dudley Road, New

Brunswick, NJ 08901-8520, USA

Received 19 September 2005;

Revised 28 June 2006;

Accepted 3 July 2006.

Available online 24 August 2006.

Individual variation in the perception of saccharin has been related to genetic

sensitivity to the bitterness of 6-n-propylthiouracil (PROP). But, data on other intense

sweeteners are sparse, particularly when tasted in real foods. The objectives of this study

were (1) to identify the sensory attributes of intense sweeteners that influenced perception

and acceptability of citrus-flavored model soft drinks and (2) to investigate the influence of

PROP taster status on these responses. The sweeteners were: 10% and 8% high-fructose corn

syrup (HFCS) (controls), sucralose (SUC), aspartame (ASP), acesulfame-K (ACE),

ASP/ACE and SUC/ACE. Twenty-nine PROP non-tasters (NT) and 30 PROP super-tasters

(ST) rated nine attributes for intensity and liking. Data were analyzed using principal

component analysis (PCA). The sweeteners were described in three dimensions. Factor 1 was

a bitter-citrus contrast for which overall liking was associated with higher citrus impact and

lower bitterness. Factors 2 and 3 were related to overall flavor and carbonation, respectively.

The sensory profiles of ASP, ASP/ACE and SUC were most similar to 10% HFCS.

SUC/ACE was more bitter and less acceptable than 10% HFCS; ACE was the most bitter and

was liked the least. PCA also revealed that NT placed more emphasis on the perception ofsweetness and citrus flavor (Factor 1; 37% variance), whereas ST tasters placed more
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emphasis on bitterness (Factor 1; 43% variance). Liking was uniquely related to lower

bitterness for NT. For ST, liking was negatively related to bitterness and weakly positively

related to persistence of sweetness. These data suggest that ST experience intense sweeteners

differently than NT but these differences play a minor role in soft drink acceptance.

Marike Lachnit,Mechthild Busch-Stockfish

,Joachim Kuner and Thomas Krahl

Department Okotrophologie, University of Applied Sciences Hamburg, Lohbrgger

Kirchstrasse 65, 21033, Hamburg, Germany Fachbereich Statisik, University of Dortmund,

44221, Dortmund, Germany Rudolf Wild GmbH & Co. KG, Rudolf-Wild-Strasse 4-6, 69214

Eppelheim/, Heidelberg, Germany

Received 18 December 2001;

Revised 22 June 2002;

Accepted 1 July 2002. ;

Available online 20 January 2003.

A Free Choice Profiling test was carried out to find out whether assessors with a basic

sensory knowledge are able to characterize flavor and order of orange-based lemonades. The

experiment was run with eight different samples of orange-based soft drinks in four

replicates. Generalized Procreates Analysis combined with Principal Component Analysis

was used to analyze and plot the data. The analysis of the four separate replicates showed,

that the assessors were not able to reproduce their description of the sensory characteristics

suitably, there were relatively large differences between the assessments of the same products

by the same assessors in the different replicates. Even for this data, however, the permutation

test showed a highly significant group average configuration. This was mainly due to

differences between the replicates. But a large residual variance remained. Only about 30%

of the variability could be explained by the group average configuration, and only about 12%

of the total variance could be explained by the first two dimensions of it. When the four

assessments of each product were averaged to stabilize the data, 60% of the total variance

could be explained by the group average configuration and the first two dimensions of it

could explain 30% of the total variability. Therefore, at least a coarse interpretation of the

consensus space could be made. Our general finding was that profiling of orange-based

lemonades by nearly untrained assessors appears to be useful but should be considered with

some reserve. It seems that the differences between the products were too subtle for a
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reproducible profiling by these methods. However, some interpretable results on the structure

of the products and on the variables could be gained.

INTRODUCTION

Definition of Market:

Market was a physical place where buyers and sellers gathered to buy and sell

goods. Economists describe a market as a collection of buyers and sellers who transact

over a particular product or product class.

Marketing

Marketing is a social process by which individual and groups obtain what they

need and want through creating, offering and freely exchanging products and services of

value with the others

_ PHILIP KOTLER

Marketing is the business process by which products are matched with markets and

through which transfers of ownership are affected

_ CONDIFF AND STILL

Marketing is the process of planning and executing the conception, pricing,promotion, and distribution of ideas, goods and services to create exchanges that satisfy

individual and organizational goals.

_American Marketing Association

Marketing management

Marketing management is a discipline focused on the practical application of a firms

marketing resources and activities.


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Marketing research:

Marketing research is the systematic and objective research framed analysis of

information relevant to the identification and solution of any problem in the field of

marketing

_ PAUL E. GREEN

A company can conduct marketing research in different ways. Marketing research

requires a careful gathering, recording, analyzing the consumer requirements.

The American Marketing Association offers the following definition:

Marketing is a process of planning and executing the conception, pricing, promotion

and distribution of ideas, goods and services to create exchanges that satisfy individual and

organizational goals.

Marketing management is a discipline focused on the practical application of a firms

marketing resources and activities.

Customer satisfaction is typically defined as the degree to which a product meets or

exceeds the customer expectations about the product. The difficulty in separating satisfaction

from value and quality involves the word expectations. It should be obvious that customers

can hold expectations about any part of the product offering, including value and quality.

- o.c.Ferrell Michal

Customers today face a vast array of product and brand choices, prices and suppliers.

How do they choose? We believe that customers estimate which offer will deliver the most

value. Customers value maximizes with the bounds of such cost and limited knowledge,

mobility and income, the form of expectation of value and on it.

-Philip Kotler


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A Conceptual Frame Work

The marketing concept is built on the premise that marketers first identify consumers needs

and then develop products and services to satisfy those needs. Consumer research offers a set

of diverse methods to identify such needs. Consumer research also is used to better

understand consumption behavior. It is used to identify and locate appropriated target

markets and to learn their media habits. It is used to identify both felt and unfelt (latent)

needs to learn how consumers perceive products and brands and stores. What their attitudes

are before and after promotional companies and how and why they make their consumer

decisions. Many of these applications of consumer research are managerial in perspective.

They are designed to help a marketer make specific marketing decisions concerning product,

price, promotion and distribution.

Consumer research provides the basis for the development of new product and serviceconcepts to meet targeted consumer needs. It also enables the marketer to build consumer

Meaning into the product or service by discovering which attributes are most imp ortant to

the target market and integrating them into the product or service design.

CUSTOMER SATISFACTION

Introduction

Customer satisfaction, a business term, is a measure of how products and services


indicator with in business. In a competitive market place where businesses compete for

customers, customer satisfaction is seen as a key differentiator and increasingly has become a

key element.

Satisfaction is a persons feeling of pleasure or disappointment resulting from

comparing a product is perceived performance (outcome) in relation to his or her expectations.

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


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expectations, if the performance falls short of expectations, the customer is dissatisfied, if the

performance exceeds the expectations, the customers are highly satisfied (or) delighted.

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

satisfied are 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

affinity with the brand, not just a rational performance. The result is high customer loyalty.

So the purpose of marketing centers very much upon creation of value and a long-

term customer relationship. Customer satisfaction is a central concept to this proposal. A

marketing company aims to set a level of expectation at which customers are satisfied that

value is delivered through an exchange process.

Be careful not to set your satisfaction level too low because your customers will go to

competitors. On the other hand try not to set your satisfaction level too high because if you

don't achieve that level, then your customers will also go to competitors. So the aim is to

satisfy customers so that they come back and buy it again. This is fundamental to relationship

marketing and customer relationship management.

Reflect for a moment and think of an example of when you were dissatisfied with the

product or service. Why were you dissatisfied? Then think of an occasion when you are

entirely satisfied or in fact delighted with a product or service. Why were you satisfied? This

is the basis of customer satisfaction.

Customers make many buying decisions every day. Most large companies research

consume buying decisions in great detail to questions about the customers buy, where they

buy how they buy, and how much they buy, when they buy and why they buy. The central

question of markets is how do customers respond to various marketing efforts the company

might use? The company that really understand how customers will respond to different

products features, prices and advertising appeals has a great advantage over its competitors.

Customer purchases are influenced strongly by cultural, social personal and

psychological characteristics for the most part marketers cannot control such factors, but they

must take them into account.

Marketing stimuli consist of the 4 Ps. Product price place and promotion. Other

stimuli include major forces and events in the buyers environment: economics,


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technological, political, and cultural. All these inputs enter the buyers black box, where they

are turned in to a set of observable buyer response, product choice purchase timing and

purchase amount..

The marketers wants to understand how the stimuli are changed into responses inside

the customers black box, which has two parts, first the buyers characteristics influences how

he or she perceivers and reacts to the stimuli, second the buyer decision process it self the

buyers behavior now we look first at buyers characteristics as they effect buying behavior and

then discuss the buyer decision process.

THEORITICAL BACKGROUND

Marketing is a societal process which discerns consumers wants, focusing on a

product or service to full fill those wants, attempting to the consumers toward the products or

services offered. Marketing is fundamental to any businesses growth. The marketing teams

(marketers) are tasked to create consumer awareness of the products or services through

marketing techniques. Unless it pays due attention to its products and services and consumers

demographics and desires, a business will not usually prosper over time.

Marketing trends to be seen as a creative industry, which includes advertising,distribution and selling. It is also concerned with anticipating the customers future needs and

wants, which are often discovered through market research.

Essentially, marketing is the process of creating or directing an organization to be

successful in selling a product and service that people not only desire, but are willing to buy.

A market-focused, or customer-focused, organization first determines what its

potential customers desire, and then builds the product or service. Marketing theory and

practice is justified in the belief that customers use a product or service because they have a

need, or because it provides a perceived benefit.

Two major factors of marketing are the recruitment of new customers (acquisition)

and the retention and expansion of relationships with existing customers. Once a marketer has

converted the prospective buyer, base management marketing takes over. The process for

base.


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Management shifts the marketer to building a relationship, nurturing the links,

enhancing the benefits that sold the buyer in the first place, and improving the

product/service continuously to protect the business from competitive encroachments.

For a marketing plan to be successful, the four Ps must reflect the wants and desires of the

customers or shoppers in the target market. Trying to convince a market segment to buy

something they dont want is extremely expensive and seldom successful. Marketers depend

on insights from marketing research, both formal and informal, to determine what consumers

want and what they are willing to pay for it. Marketers hope that this process will give them a

sustainable competitive advantage. Marketing management is the practical application of this

process. The offer is also an important addition to the 4Ps theory.

Customer satisfaction, a business term, is a measure of how products and service


indicator within business and is part of the four perspectives of a Balanced Scorecard.

In a competitive marketplace where businesses compete for customers, customer

satisfaction is seen as a key differentiator and increasingly has become a key element of

business strategy.

MEASURING CUSTOMER SATISFACTION

Organization are increasingly interested in retaining existing customers while

targeting non-customers; measuring customer satisfaction provides an indication of how

successful the organization is at providing products and/or services to the Customer

satisfaction is an ambiguous and abstract concept and the actual manifestation of the state of

satisfaction will vary from person to person and product/service. The state of satisfaction

depends on a number of both psychological and physical variables which correlate with

satisfaction behaviors such as return and recommend rate. The level of satisfaction can also

vary depending on other products against which the customer can compare the organizations

pr

CUSTOMER EXPECTATION

Customer is defined as anyone who receives that which is produced by the individual

or organization that has value. Customer expectations are continuously increasing. Brand

loyalty is a thing of the past. Customers seek out products and producers that are best able to

satisfy their requirements. A product does not need to be rated highest by customers on all

dimensions, only on those they think are important.


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CUSTOMER SATISFACTION MEASUREMENT

A basic and effective base line customer satisfaction survey program should focus on

measuring customer perceptions of how will the company delivers on the critical success

factors and dimensions of the business as defined by the customers.

CONCEPTUAL BACKGROUND

Customer satisfaction is summary psychological state when the emotions surrounding

disconfirmed expectations or coupled with consumers prior feelings about consumption

experience.

Measuring satisfaction

Many companies are systematically measuring customer satisfaction and the factors

shaping it. A company would be wise to measure customer satisfaction regularly because one

key to customers retention is customer satisfaction.

When customers rate their satisfaction with an element if the companies performance

say, delivery-the company needs to recognize that customers vary in how they define good

deliveries. It could mean early delivery, on line delivery, order completeness and so on.

Number of methods exists to customer satisfaction period services can track customer

satisfaction delivery.

Respondents can also be asked additional questions to measure purchase intention and

the likelihood or willingness to recommend the company and brand to others. For customer

satisfaction surveys its important that companies ask the right questions.

Customer value

Customer perceived value (cpv) is the difference between the prospective customers

evaluation of all the benefits and all the costs of an offering and the perceived alternatives.

Total customer value is the perceiver monetary value of the bundle of economic

functional and psychological benefits customer expect from a given market offering.

Customer perceived value is thus based on the difference between what the customer

gets and what he or she gives for different possible choices. The customer gets benefits and


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assumes costs. The market can increase the value of the customer offering by some

combination of raising functional or emotional benefits and reducing one or more of the

various types of costs.

Advantages of creating customer satisfaction

Brand image

Customer service helps in creating and enhancing the brand image of a specific

product and hence the company producing it.

Increase in sales

The more a potential customer is aware of the product and its features; the chances of

increasing the sales of the same also go higher. Which in term helps better the margins of the

company? The whole range of products meets all the relevant national and international

standards and is produced in ISO 9000 certified manufacturing facilities.

The Group has plans to venture into north and western regions of India to further

increase it's footprint. The Group is privately held and it's mission is to provide quality

products within reach of majority of consumers and work for common good to al the parties

involved in the process, namely, customers, employees and suppliers with positive over all

impact on immediate societal surroundings

Our aim is to provide quality products, service to our customers and enhance living

standards of workforce.

2.1 MEANING & DEFINITION OF CUSTOMER SATISFACTION

Meaning

A term frequently used in marketing, is a measure of how products and services

supplied by a company meet or surpass customer expectation. In order to achieve customer

satisfaction, organisations must be able to satisfy their customer needs and wants.

For example, cell phone plan providers, such as AT&T and Verizon, participate in anindustry that is an oligopoly, where only a few suppliers of a certain product or service exist.
http://en.wikipedia.org/wiki/Marketinghttp://en.wikipedia.org/wiki/Cell_phonehttp://en.wikipedia.org/wiki/AT%26Thttp://en.wikipedia.org/wiki/Verizonhttp://en.wikipedia.org/wiki/Oligopolyhttp://en.wikipedia.org/wiki/Oligopolyhttp://en.wikipedia.org/wiki/Verizonhttp://en.wikipedia.org/wiki/AT%26Thttp://en.wikipedia.org/wiki/Cell_phonehttp://en.wikipedia.org/wiki/Marketing


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As such, many cell phone plan co

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