Internal Customer Satisfaction, Project Report Customer Satisfaction Survey Report

8132019 Internal Customer Satisfaction Project Report Customer Satisfaction Survey Report

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OBJECTIVESS OF STUDY

Oslash The main objective of the study is to find out the level of satisfaction among the internal

customers

Oslash To know the present status of the suppliers in terms of their supplied material amp services

Oslash To collect and evaluate ideasviews and expectations of the internal customers for the

improvement in suppliers performance

Oslash To make companyrsquos internal suppliers aware about the dissatisfaction part of their customers

Oslash To find out the most prominent area of dissatisfaction

Oslash To enhanced the communication amp co-operation between the internal suppliers and their

customers

RESEARCH METHODOLOGY

The quality and reliability of research study is dependent on the information collected in a

scientific and methodological manner Scientific planning of designing of research method is a

blue print for any research study Therefore proper time and attention should be given in

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Oslash For the purpose of this study we collected

Secondary data through induction manual magazines corporate journals and web

site amp

Primary data through

a) Questionnaire method

b) Interview method

In our study the main emphasis was on the questionnaire method We used questionnaire

method which consisted of 4 attributes and again they were further divided into 12 parameter

Question which were asked were of multiple choice in nature and were of closed ended

Personal interview were also conducted There was face to face conversation between

researcher and the respondents All the answers were recorded while interview was in progress

Through interviewing additional information was received regarding our study

Oslash Data Analysis

Data collected if not subjected to analysis is meaningless For the purpose data after

collection has to be presented in the form of tables diagrams and graphs It is only after

presentation that data can be analyzed interpreted and inferences can be drawn

The likert scale has been used for getting the responses through questionnaire

We used 5 point scale which are assigned to degree of satisfaction level of the respondent

with regard to the effectiveness of training which was imparted to them during the last year

1 2 3 4 5

Poor Average Good V Good Excellent

The responses were collected and analyzed on the above mentioned 5 point scale We used

weighted score and weighted average for the purpose of presenting our findings in the Radar

Chart and Pyramid Chart

Weighted Score This score was observed for every individual attribute for each department The

score was obtained as

Oslash No of response X Weights

These score were used to make Radar chart type (spider chart) for the presentation of the

performance of a particular department on 12 Parameters The purpose of making Spider Chart is


8 04-02-2014 0330 PM



to locate the position of department on each parameter

Oslash Weighted Average

We get the Weighted Average for each attribute by

Weighted Score Total department (respondent) score

Through this method the weighted average for each individual parameter of a particular

department was obtained And through these WA we calculated the mean of the weighted

average of a dept Sum of the weighted averages of all the department

Oslash Total No of attributes

This is the required weighted average which we get for a department as a representative of the

performance with respect to others

This weighted average was then used to make a pyramid chart to show the performance of the

departments on 5 point scale

Oslash Department-wise analysis

We derive a rating scale in continuous series with a common class interval by using the

following methodology

We take difference between highest and lowest rating obtained by the 2 departments

(HRD-333 amp Civil-215) amp further divided by 4 so that to make a continuous series of 4 classes

with a common difference of 0295 and assign it the measurement criteria

Rating Scale Measurement Criteria

215 ndash 245 Below average performance

245- 274 Average Performance

274-304 Good Performance

304-333 High Performance

We used the above measurement criteria in our department-wise Analysis chart also show the

performance of each internal supplier as compared to other

Methods of evaluation

1 The opinion and judgment of head of the department

2 Asking the head of the department to fill up evaluation forms

3 Use of questionnaire

4 Giving oral and written test


8 04-02-2014 0330 PM



5 Comparing departments performance

6 Analysis of efficiency amp effectiveness of time

Measuring level of Quality Delivery Innovation and Productivity7

LIMITATIONS OF THE STUDY

As no person is perfect in this world in the same way no study can be considered as fully reliable at

one glance there are a number of uncontrollable factors acting as limitations in conducting the

study some of such limitations encountered by me in our study are -

1 Non - availability of secondary data compelled me to start from the very minute

information

2 Respondents in some department gave biased responses for fear of their position in the

company This may have influenced the results

3 Some people at top level were afraid and showed complete reluctance to give responses to

some questions

CONCLUSIONS

After conducting the survey and analysis the data collected it can be concluded that-

1 The employees are not much aware of internal customer supplier concept

2 Employees of different departments believe in concentrating only upon their departmental

functions

3 Things are seen from department point of view and not from organizations point of view

4 Certain problems which are faced by almost every department are-

a) Inconsistency in quality of productservice supplied by the respective suppliers

b) No group discussions workshops or customer care programmes take place between

the customer - supplier deptts

c) Requirement of a lot of follow up to the work done

5 Quality of the product service provided needs improvement


8 04-02-2014 0330 PM



6 Lacking of customer training amp knowledge sharing

7 Need of improvement in feedback communication

8 There is a need for the adoption of innovative tools and techniques

9 Communication coordination and feedback to internal customer to be strengthened

10There was no flexibility in adopting cost control techniques

11Lot of wastage of resources and under utilization machinemen-hours

12There was no promptness of serviceresponse to the customer department

13Irregular availability of data records and diagnostics approach to the customer deptt

14There was no consistency in services and lengthy strength

15Internet was limited

16No routine check-up of pc and printers

Lacking in the best technology like ldquoON LINE TRACKINGrdquo of each batch of fabric etc17

SUGGESTIONS

General suggestions for improving internal customer satisfaction to be followed by the

organization to be really successful in exploiting the fullest potential of their employees are as

follows

1 Cost control measures

2 Promptness

3 Pre-detection amp proper maintenance of old dg sets

4 Consistency in quality of steam

5 Adherence to delivery commitments

6 Participative planning with customers

7 Communication and coordination should be more effective

8 Optimizing of machine and men-hours

9 Needs improvement in quality of product and services provided

10Submission of summarized quality reports daily

11To highlight problem and record the solution


8 04-02-2014 0330 PM



12Resistance in accepting the feedback regarding damages

13Advanced information regarding any new quality is needed

14To be more effective in inventory control and ordering through diagnostic approach

15Training and knowledge sharing of financial reports

16Provide advanced information about the failure

17Needs better planning of procurement of packing material

18Improve customer service in all respects

19Resolve day to day problem quickly

20Improvement in timely payment

INTERNAL CUSTOMER SATISFACTION SURVEY

Internal customer dept_____________________________________________

Internal supplier dept_____________________________________________

SupplyService received___________________________________________

Rate the answer on a scale 5

1 2 3 4 5Poor Average Good Very Good Excellent

Sr

No

Parameters 1 2 3 4 5

1 Quality

a) Quality of ProductService

b) Quality of feedbackcommunication

c) Consistency of services

2 Delivery 1 2 3 4 5

a) Promptness of responseservice

b) Accessibility amp availability of

documents

c) Adherence of delivery

commitments

3 Innovation 1 2 3 4 5


8 04-02-2014 0330 PM



a) Receptivity for innovation

new ideas

b) Adoption of innovation tools amp

techniques

c) Analysis of datadiagnostic

approach

4 Productivity 1 2 3 4 5

a) Adopting cost control measures

b) Minimizing wastage of

resourcestime

c) Optimization of

machinemen-hours

983223 Kindly give your expectation from the service department which has not met

_____________________________________________________________

_____________________________________________________________

_____________________________________________________________

Find the First Chapter Internal Customer Satisfaction

Project-Reports

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information




some questions

CONCLUSIONS




functions









8 04-02-2014 0330 PM















SUGGESTIONS



follows


2 Promptness











8 04-02-2014 0330 PM


















Sr

No


1 Quality







documents


commitments



8 04-02-2014 0330 PM




new ideas


techniques


approach




resourcestime

c) Optimization of

machinemen-hours


_____________________________________________________________

_____________________________________________________________

_____________________________________________________________


Project-Reports


MBA


(Private Policy)








site amp



b) Interview method














1 2 3 4 5











8 04-02-2014 0330 PM


































8 04-02-2014 0330 PM











information




some questions

CONCLUSIONS




functions









8 04-02-2014 0330 PM















SUGGESTIONS



follows


2 Promptness











8 04-02-2014 0330 PM


















Sr

No


1 Quality







documents


commitments



8 04-02-2014 0330 PM




new ideas


techniques


approach




resourcestime

c) Optimization of

machinemen-hours


_____________________________________________________________

_____________________________________________________________

_____________________________________________________________


Project-Reports


MBA


(Private Policy)





































8 04-02-2014 0330 PM











information




some questions

CONCLUSIONS




functions









8 04-02-2014 0330 PM















SUGGESTIONS



follows


2 Promptness











8 04-02-2014 0330 PM


















Sr

No


1 Quality







documents


commitments



8 04-02-2014 0330 PM




new ideas


techniques


approach




resourcestime

c) Optimization of

machinemen-hours


_____________________________________________________________

_____________________________________________________________

_____________________________________________________________


Project-Reports


MBA


(Private Policy)














information




some questions

CONCLUSIONS




functions









8 04-02-2014 0330 PM















SUGGESTIONS



follows


2 Promptness











8 04-02-2014 0330 PM


















Sr

No


1 Quality







documents


commitments



8 04-02-2014 0330 PM




new ideas


techniques


approach




resourcestime

c) Optimization of

machinemen-hours


_____________________________________________________________

_____________________________________________________________

_____________________________________________________________


Project-Reports


MBA


(Private Policy)


















SUGGESTIONS



follows


2 Promptness











8 04-02-2014 0330 PM


















Sr

No


1 Quality







documents


commitments



8 04-02-2014 0330 PM




new ideas


techniques


approach




resourcestime

c) Optimization of

machinemen-hours


_____________________________________________________________

_____________________________________________________________

_____________________________________________________________


Project-Reports


MBA


(Private Policy)





















Sr

No


1 Quality







documents


commitments



8 04-02-2014 0330 PM




new ideas


techniques


approach




resourcestime

c) Optimization of

machinemen-hours


_____________________________________________________________

_____________________________________________________________

_____________________________________________________________


Project-Reports


MBA


(Private Policy)







new ideas


techniques


approach




resourcestime

c) Optimization of

machinemen-hours


_____________________________________________________________

_____________________________________________________________

_____________________________________________________________


Project-Reports


MBA


(Private Policy)




Documents

Internal Customer Satisfaction, Project Report Customer Satisfaction Survey Report