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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
Technologies Limited.
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
Technologies Limited.
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.
PERCENTAGE ANALYSIS:
This table shows the customer opinion concerning the Quality of R N Infratech
Ltd Composite Insulators.
OPINION NO. Of RESPONDENTS PERCENTAGE
Excellent 32 64%
Good 13 26%
Fair 5 10%
Poor - -
Total No. of Respondents 50 100%
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:
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 the customers feel that the quality
of R N Infratech Limited Composite Insulators is Excellent.
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
Excellent Good Fair Poor
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3. CUSTOMERS OPINION ON FEATURES OF PRODUCTS.
PERCENTAGE ANALYSIS:
This table shows the customer opinion concerning the Features of R N Infratech
Ltd Composite Insulators.
OPINION NO. Of RESPONDENTS PERCENTAGE
Excellent 31 62%
Very Good 11 22%
Good 8 16%
Poor - -
Total No. of Respondents 50 100%
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:
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 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
Excellent Good Fair Poor
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4. OPINION OF CUSTOMERS ON PACKAGING OF PRODUCTS.
PERCENTAGE ANALYSIS:
This table shows the customer opinion concerning the Packing of R N Infratech
Ltd Composite Insulators.
OPINION NO. Of RESPONDENTS PERCENTAGE
Excellent 18 36%
Good 21 42%
Satisfaction 9 18%
Dissatisfaction 2 4%
Total No. of Respondents 50 100%
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:
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 packaging
of R N Infratech Limited Composite Insulators is good.
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.
PERCENTAGE ANALYSIS:
This table shows the customer opinion concerning the Awareness of all R N
Infratech Ltd Composite Insulators.
OPINION NO. Of RESPONDENTS PERCENTAGE
Well aware 22 44%
More aware 16 32%
Few known 12 24%
Dont know - -
Total No. of Respondents 50 100%
Analysis:
From the above we can be observed that,
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:
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 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
PERCENTAGE ANALYSIS:
This table shows the customer opinion concerning the Ranking of R N Infratech
Ltd Composite Insulators on the market.
OPINION NO. Of RESPONDENTS PERCENTAGE
Excellent 22 44%
Good 16 32%
Satisfaction 10 20%
Dissatisfaction 2 4%
Total No. of Respondents 50 100%
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
of R N Infratech Limited Composite Insulators is Excellent.
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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 Ranking
of R N Infratech Limited Composite Insulators is Excellent.
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
PERCENTAGE ANALYSIS:
This table shows the customer opinion concerning the Reliability of R N Infratech
Ltd Composite Insulators.
OPINION NO. Of RESPONDENTS PERCENTAGE
Excellent 20 40%
Good 20 40%
Satisfaction 8 16%
Dissatisfaction 2 4%
Total No. of Respondents 50 100%
Analysis:
From the above we can be observed that,
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:
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:
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 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
PERCENTAGE ANALYSIS:
This table shows the customer opinion concerning the Compatibility of R N
Infratech Ltd Composite Insulators.
OPINION NO. Of RESPONDENTS PERCENTAGE
Excellent 22 44%
Good 20 40%
Satisfaction 8 10%
Dissatisfaction 0 0%
Total No. of Respondents 50 100%
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:
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
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
PERCENTAGE ANALYSIS:
This table shows the customer opinion concerning the Pricing of R N Infratech
Ltd Composite Insulators.
OPINION NO. Of RESPONDENTS PERCENTAGE
Very High 23 46%
High 15 30%
Reasonable 12 24%
Low - -
Total No. of Respondents 50 100%
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:
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 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?
PERCENTAGE ANALYSIS:
This table shows the customer opinion concerning the Distributing channels of R
N Infratech Ltd Composite Insulators.
OPINION NO. Of RESPONDENTS PERCENTAGE
Most available 16 32%
More available 18 36%
Available 10 20%
Not available 6 12%
Total No. of Respondents 50 100%
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:
The above analysis depicts that the majority of customers feel that the
Distributing channels are More available.
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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
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?
PERCENTAGE ANALYSIS:
This table shows the customer opinion concerning the Delivery rate of Time
performance & Commitment.
OPINION NO. Of RESPONDENTS PERCENTAGE
Excellent 18 36%
Good 21 42%
Satisfaction 9 18%
Dissatisfaction 2 4%
Total No. of Respondents 50 100%
Analysis:
From the above we can be observed that,
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:
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 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?
PERCENTAGE ANALYSIS:
This table shows the customer opinion concerning the Working nature of R N
Infratech Ltd Composite Insulators.
OPINION NO. Of RESPONDENTS PERCENTAGE
Excellent 30 60%
Good 15 30%
Satisfaction 5 10%
Dissatisfaction - -
Total No. of Respondents 50 100%
Analysis:
From the above we can be observed that,
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:
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 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.
Excellent ( ) Good ( )
Fair ( ) Poor ( )
3. OPINION OF THE CUSTOMERS ON QUALITY OF PRODUCTS.
Excellent ( ) Good ( )
Fair ( ) Poor ( )
4. OPINION OF CUSTOMERS ON PACKAGING OF PRODUCTS.
Excellent ( ) Good ( )
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.
Excellent ( ) Good ( )
Fair ( ) Poor ( )
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7. HOW ABOUT THE RELIABILITY (BEING WRITTEN ON EACH BURNER) TO
OUR PRODUCTS
Excellent ( ) Good ( )
Fair ( ) Poor ( )
8. WHAT ABOUT THE COMPATIBILITY (PLAY BACK SUCCESSFULLY) OF OUR
PRODUCTS
Excellent ( ) Good ( )
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?
Excellent ( ) Good ( )
Fair ( ) Poor ( )
12. CAN OUR COMOSITE INSULATORS WORKING PROPERLY?
Excellent ( ) Good ( )
Fair ( ) Poor ( )
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13. DO YOU FEEL THE STYLE AND ATTRACTIVENESS TO OUR WEBSITE
Excellent ( ) Good ( )
Fair ( ) Poor ( )
14. DOES OUR WEBSITE PROVIDE THE KIND OF INFORMATION THAT YOU
NEED?
Excellent ( ) Good ( )
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 ( )
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