PROJECT REPORT

SUMMER TRAINING REPORT

ON

CUSTOMER SATISFACTION

IN

Submitted in partial fulfillment of the requirements of Management of Business Administration: Affiliated to

M.D. University, Rohtak

(Session: 2006-2008)

Submitted To: Submitted By:

The Controller of Examination Neha Malik

M.D. University 06/MBA/025

Rohtak. Third Semester

B.S.Anangpuria Institute of Technology ( Management

Village: Alampur,

Faridabad (HR) INDIA

Acknowledgement

I hereby take this opportunity to express my sincere and earnest gratitude to all those whom I interacted and whose insights and thoughts helped me a lot in expanding my reservoir of my knowledge and successful completion of project.

I would like to offer my sincere thanks to Dr.Mahinder Gautam (General manager of HR( Admn.) I am also grateful to Dr.Deepak Gupta, head of MBA deptt. BSAITM and the entire faculty members without whose guidance and motivational encouragement this project would have seemed impossible.

PREFACE

With deep sincerity and immense sense of pleasure, I had completed my training at this technically marvelous plant of VITA INDIA LTD. (Milk plant fbd.) The purpose of training is to understand customer satisfaction. It also develops favorable attitude on the part of trainee in regard to actual satisfaction requirement in management skills, industrial and human relation. My Eight weeks of training at this plant gave me enough opportunity to fulfill the above stated needs of industrial training and I utilized the same with best of my efforts.

Index

1 Company profile

Objective of the study

Limitations of the study

Research methodology

Collection of data

Data analysis and interpretation

Conclusion and suggestions

Bibliography

Company profile

Vita India Ltd, a US$1bn company, and one the largest & Indias fastest growing electrical and power distribution equipment company, manufacturing products ranging from building circuit protection, Industrial & Domestic switchgear, cables & wires, energy meters, fans, CFL lamps, Luminaries for domestic, commercial & Industrial application and modular switches.

Vita owns some of the prestigious global brands like Crabtree*, Sylvania, Concord: martin, Lumiance, Claude, Sylvania: Linolite, SLI Lighting & Zenith.

With 94 branch / representative office and over 8000 professionals spread over 50 countries across the globe, the group has achieved rapid success in the past few years. Its 18 state of the art manufacturing plants spread over India, Europe, Latin America & Africa churns out globally acclaimed products like switchgear, luminaires, CFLS. Etc. Vita India Ltd is a name synonymous with excellence and expertise in the electrical industry. Its 20000 strong global distribution network is always ready to service its clients.

The company has acquired a number of International certifications, like CSA, KEMA, CB, CE, ASTA, CPA, SEMKO, SIRIUM (Malaysia), SPRING (Singapore), TSE (Turkey), SNI (Indonesia) and EDD (Bahrain) for various products. Today Havels and its brands has emerged as the preferred choice for a discerning range of individual and industrial consumers both in India and abroad.

The essence of its success lies in the expertise of a fine team of professionals, strong relationship with associate, the ability to adapt quickly and efficiently and ably supported with the vision to think ahead.

Company History

1958: Commenced trading operations in Delhi.

1976: Set up the first factory for Rewireable Switches and Changeover Switches at Kirti Nagar, Delhi.

1979: Set up a factory for HBC Fuses at Badli, Delhi.

1980: Started manufacturing high quality Energy Meters at Tilak Nagar, Delhi.

1983: Took over Towers and Transformers Ltd. And turned it around in one year to profitably manufacture Energy Meters in the Company.

1987: Started manufacturing MCBs at Badli, Delhi in Joint Venture with Geyer, Germany.

1990 :Set up a manufacturing unit at Sahibabad in UP for Changeover Switches.

1993: Set up another factory at Faridabad, Haryana for Control gear Products.

1996: Took over a manufacturing unit at Alwar, Rajasthan for Power Cables & Wires.

Entered a Joint Venture with Electrium, UK for manufacturing Dorman Smith MCCBs and Crabtree Modular Plate Switches.

1997: Took over Electric Control & Switchboards at NOIDA for manufacturing customized packaged solutions.

1998: Introduced high-end Ferraris Meters in Joint Venture with DZG, Germany.

2000: 1. Acquired controlling stake in Duke Arnics Electronics (P) Limited engaged in manufacturing of Electronic Meters-Single Phase, Three Phase, Multi Function, Tri Vectors.

2. Acquired controlling interest in an industry major-Standard Electricals Ltd.

2001: Acquired business of Vita Industries Ltd, MCCB of Crabtree India Limited and Merged ECS Limited in the company to consolidate in it's area of core competence.

2002: Standard Electrical Company becomes a 100% Subsidiary of the company.

2003: The company is posed for ISO: 14001 accreditation after successfully obtaining ISO 9001:2000 certifications.

2004: 1. Set up factory at Baddi (H.P.) for manufacturing of Domestic Switchgear.

2. Set up a plant for manufacturing of CFL at existing Faridabad Works

3. Set up a plant for manufacturing of Ceiling Fans at Noida

4. Set-up our own marketing office in London through our wholly owned subsidiary Company Vita U.K. Ltd.

5. In December, 2004 placed 235 fully convertible debentures of Rs. 10 Laces on M/s. Shine Ltd., Mauritius and the debenture will be converted in June, 2006

2005: 1. Set up factory at Haridwar (Uttaranchal) for manufacturing of Fans.

2. Awarded the KEMA certification by The Dutch Council for Accreditation, making QRG the only group in India which has this certificate

3. Set up of R&D Centre in Noida H.O... 4. Acquired a Greek Company: First International Acquisition

5. Crabtree India merged with Vita India.

Work Culture

QRG is continuously applying modern management techniques such as Kaizen to enable employees to improve their day to day functioning in small steps, one at a time. QRG has also implemented Japanese version of 5S, which stands for "a place for everything and everything in its place". The company has introduced these techniques, as it firmly believes that small changes add up to large results and the only way for a corporation to grow, is to make its people grow.Qualified and experienced professionals backed by a work force of over 4000 employees drive the Group. All branches and manufacturing facilities are computerized and networked with each other. An open door policy at all levels encourages employees to be participated, innovative and creative. Empowering employees helps the organization in harnessing individual talents to the fullest. Emphasis is laid on building team spirit, which helps employees to realize collective potential.

Manufacturing plants

Powerful trends are shaping up industry for the 21st century. Because of rapid spread of advanced technologies complexity of work is increasing - almost daily. With the state of the art equipments and manufacturing facilities, QRG group is helping to boost safety in workplaces from the factory to the offices, domestic buildings to commercial plazas. All the manufacturing units are ably supervised and controlled by technocrats and industry specialists.

The group has well managed, well-equipped tool rooms with machines like CCV Line, CNC Machines, EDM Wire Cut, Spark Erosion Machines, Lathes and Surface Grinders.

Our strategic alliances with some of the leading technology corporations in the world of electrical engineering ensure constant access to the latest developments in the international markets, which are then adapted to the tough tropical conditions.

Our manufacturing units are fully equipped with the latest and most sophisticated facilities in India. And in the hands of our highly qualified technical experts, this results in some of the most advanced product development in the country.

Location

Vita India Ltd. Locations

Haridwar, UttaranchalProducts manufactured: Fans and CFLs

Baddi, Himanchal PradeshProducts manufactured: MCBs, CFLs and Switches

Samepur Badli, DelhiProducts manufactured: MCBs, ELCBs and DBs

Tilak Nagar, DelhiProducts manufactured: Energy Meters

NOIDA, UPProduct manufactured: Fans

Alwar, RajasthanProducts manufactured: Cables & Wires

Faridabad, HaryanaProducts manufactured: CFLs and Industrial Products.

Gurgaon, HaryanaLuminaires and Lighting fixtures

Standard Electrical Ltd.

Location

Jalandhar

Products manufactured: MCBs, ELCBs, DBs, Wires and industrial switchgear.

Crabtree India Ltd.Locations

Gurgaon, HaryanaProducts manufactured: Modular Plate Switches & Accessories

Bhiwadi, RajasthanProducts manufactured: Bathroom fittings & AccessoriesTTL Ltd.

Locations

Sahibabad, UP

Products manufactured: Trivector meters, Refrence Standard meters

Hyderabad, AP

Products manufactured: Energy Meters 1 Ferraris, 3 Ferraris, 1 Electronic, 3 Electronic

Quality Control

The essence of quality at QRG is closely wrapped in the way we think, plan and work. It finds its true expression when we extend beyond ourselves to exceed our customers expectations. To deliver products that are safer, faster and simply better.

Each time, every time. Building customer confidence through teamwork is a top priority to provide a wide variety of products and services.

Realizing and respecting the basic needs of customers to feel more secure, we've committed ourselves to make our products better, safer and smarter than what he or she is looking for. That's a passion that began 30 years ago and that's how it continues to be even today. Our customers rely on us and it is our responsibility to give them the very best. All our products are as per IEC standards.QRG have a simple rule on quality. If it doesn't exceed customer expectation, it's not quality performance.

Certifications/ Approvals

ISO-9001: 2000 (all manufacturing units) KEMA KEUR CE Smark CSA CB SEMKO SIRIUM (Malayasia) SPRING (Singapore) TSE (Turkey) SNI (Indonesia)

COMPANY VALUES

1. Customer first

2. Respect for people

3. Passion

4. Teamwork

5. Speed of action

6. Seamless communication

Research and Development

Innovation is the hallmark of every vital development at QRG. New ideas, inventions deepen scientific knowledge and give its work force a new impetus towards technical progress.

QRG technological strengths and its endeavor towards continuous research & development have allowed it to fulfill its responsibilities towards its customers. The responsibility of providing its customers the best products and zero defect services to enable them to be comfortable and secure in usage of electricity.

Safety Matters

Protection Against Electrical Shocks and Fire:

With the ever increasing of the usage of electricity in our daily lives, the risk of electrical shocks and hazards related to electrical fire to overcrowded wiring and leakage due to installation failure.

Poorly insulated apparatus, faulty wires or the incorrect use of an electrical device cause current to flow through the wrong face (i.e. through the insulation) to the earth.This current is called the "Leakage Current". Leakage current in an electrical system is responsible for two major risks.

Risk of Electrocution (Electric Shocks)

Electrocution is the passage through human body, which is dangerous .The flow of current through human body affects two vital functions

Breathing

Heart Beat

Electrocution can lead to muscle contraction causing respiratory paralysis, cardiac fibrillation and immediate cardiac arrest resulting in death depending upon the magnitude of the leakage current and the contract voltage.

Risk of Fire

Poorly insulated wiring or loose connections are enough to create fire hazards, a portion of the current which normally flows in the conductor can find a way back to the earth through these "leaks" and through materials with varying degrees of conductivity. These materials are not intended to conduct current, and may get heated up to such a degree that they will set fire to whatever they are in contact with (insulation, wood etc.). This is the start of fire.

SolutionEarth Leakage Circuit Breakers installed in the circuit sense these leakage currents and isolate the faulty circuit thereby ensuring safety against the hazards of earth leakage.

It is mandatory to install an ELCB in the incoming circuit for all installations except those specified by the section 30 of the Indian Electricity Act, 1910.

Vita domestic presence

International business

QRGs International Business Division IBD is a dynamic team of professionals who are committed to fulfill the aspirations of the organization in the international markets. This team provides specialized sales, marketing and technical support along with services to meet the challenging requirements of the modern day customer.

IBD caters its international clientele spread over 51 countries with offices in London, Dubai, Dhaka, China, Nigeria, Sri Lanka and distribution networks in all major countries. Despite the intense competition in the global electrical industry, Vita recorded a three times growth of 8 million USD in the previous year and targets to cross 22million USD in the current year.

OBJECTIVE OF THE STUDY

1. To check the satisfaction level of employees regarding their customer .2. To study the number of factors, which create, customer satisfaction among employees.

3. To study the various factor which create dissatisfaction among the employees regarding their customer .

4. To maintain proper grievances handling procedure.

Limitations of the study

The study, although carried out with fullest possible efforts and devotion, the limitation of time and resources available and limited area chosen may be lead to limited representation of the universe. Anyhow, the major limitations of the study is:

1. Report cannot represent the entire population. The total survey or research was done by random sampling method. Sample size was chosen as per convenience. The results are not perfect for the conclusion study.

2. Some respondents may have considered filling the questionnaire as a boring task hence biasness is possible.

Research methodology

Research methodology is a way to systematically solve the research problem.

It includes the following aspects:

Research design

Sample selection

Data collection

Method of data analysis

Limitations of the study

RESEARCH DESIGN

Research design used in this research is descriptive and analytical.

Descriptive research includes surveys and fact-findings enquiries of different kinds. The major purpose of descriptive research is description of the state of affairs, as it exists at present.

Analytical research includes facts or information already available, and analyzes these to make a critical evaluation of the material.

SAMPLE COLLECTION

The sample size of this research consists:

For white-collar employees, 20% of total number, 120, of white-collar employees of the following departments:

HR

Finance

Quality

Manufacturing

Maintenance

For blue-collar workers 10% of total number (700) of blue-collar workers of the following departments:

Press-shop

Paint-shop

Shop floor

Molding shop

Assembly lines

Testing lab

DATA COLLECTION

Data collected for this research is primary data (as it is collected from the source of the origin).

In this research data is collected through:

Questionnaires method

A questionnaires consists of a number of questions printed or typed in a definite order on a form or set of forms.

In this research questionnaire method is used for white-collar employees.

Schedules method

This method of data collection is very much like the collection of data through questionnaire, with little difference, which lies in the fact that schedules are being filled by enumerator.

In this research schedule method is used for blue-collar workers.

For white collar employees

1. I am aware the company Vita overall strategy

( Strongly disagree

( Disagree

( Undecided

( Agree

( Strongly agree

2. I understood what company Vita as a company trying to achieve.

( Strongly disagree

( Disagree

( Undecided

( Agree

( Strongly agree

3. My customer makes full use of my skills and talent, would you say

( Strongly disagree

( Disagree

( Undecided

( Agree

( Strongly agree

4. I get all necessary resources to perform my customer .

( Strongly disagree

( Disagree

( Undecided

( Agree

( Strongly agree

5. I am encouraged to develop new and more efficient ways to do my work.

( Strongly disagree

( Disagree

( Undecided

( Agree

( Strongly agree

6. I have an authority to take decisions.

( Strongly disagree

( Disagree

( Undecided

( Agree

( Strongly agree

7. I get promotion on the basis of my performance.

( Strongly disagree

( Disagree

( Undecided

( Agree

( Strongly agree

8. Company accomplishes my professional as well as personal goals.

( Strongly disagree

( Disagree

( Undecided

( Agree

( Strongly agree

9. I get recognition for my work.

( Strongly disagree

( Disagree

( Undecided

( Agree

( Strongly agree

10. My manger provides me with continuous feedback to help me.

( Strongly disagree

( Disagree

( Undecided

( Agree

( Strongly agree

Suggestions:

For Blue collar workers

1) Are you satisfied with your working condition?

( YES

( NO

2) Does the top management consider your valuable suggestions?

( YES

( NO

3) Are you satisfied with the workload?

( YES

( NO

4) Training is provided to enable my customer well?

( YES

( NO

5) I am appropriately rewarded for my performance?

( YES

( NO

6) Workers work well together to solve problems and get the customer done.

( YES

( NO

7) Are you getting any benefits occasionally?

( YES

( NO

8) Are you satisfied with your working hours/ shifts?

( YES

( NO

Suggestions:

Method of data analysis

The data, after collection, has to be processed and analyzed in accordance with the outline laid down for the purpose at the time of developing the research plan.

Processing operations includes the following:

1) Editing

2) Coding

3) Classification

4) Tabulation

5) Using percentages

For white collar employees

For Blue collar workers

Conclusion

On the basis of the survey it is concluded that overall white-collar employees are satisfied with their customer.

Some suggestions given by white-collar employees are:

1. More development in manufacture.

2. More open environment and good communication with customers

3. More focus should be given on the growth of the company products

4. Service and polices should be provided to customers on the basis of performance and hard work.

Bibliography

www.google.com www.yahoo.com

www.vitaindia.com C.R. KOTHARI