Marketing Mevin Mefrin

Table of contents :

S.No Title Page no1 Chapter 1

Rationale for the study

1-2

2 Chapter 2

Objectives of the study

Title of the project


Scope of the study

3-4

3 Chapter 3

Profile of the company

5-32

4 Chapter 4

Theoretical perceptive

33-40

5 Chapter 5

Research methodology

Research design

Data collection methods/ source

Data analysis (tools) Sample plan

41-43

6 Chapter 6

Data analysis and interpretation

44-53

7 Chapter 7

findings

54

8 Chapter 8

Expected contribution from the study

Suggestion and conclusion

Annexure

Bibliography

57-60

HET’S Institute of Management Studies, Hubli 1


Rationale for the study

This is an attempt to present a progressive detailed discussion on the “A study on

employees role in service delivery of Miven Mayfran conveyors PVT ltd” A service is

the intangible equivalent of an economic good. Service provision is often an economic

activity where the buyer does not generally, except by exclusive contract, obtain

exclusive ownership of the thing purchased. The benefits of such a service, if priced, are

held to be self-evident in the buyers’ willingness to pay for it. I have, over here, tried to

make almost a research work on the company’s service delivery.

Not just customer service representatives, but all employees of a company are responsible

for delivering good customer service, and delivery means being a dedicated, empowered,

linked, informed, valued, and experienced representative who accepts responsibility.

Employees are now viewed as playing a crucial role in service delivery as they facilitate

the interface between the organization and the market. This study, therefore, examines

the role of employees in the delivery of service.

The main objective of this study is to understand the service delivery system being used

by the company and analyze how the system has enabled the organization to become

what it is today. The entire study has been carried out from the point of both employees

and organization perspective. This report represents the importance service delivery

system adopted by Miven Mayfran conveyors pvt ltd.

On the base of responses got through the questionnaires data was classified, tabulated,

analyzed and interpreted. Finally conclusion were drawn and recommendations given to

the organization for improving the service delivery.


http://en.wikipedia.org/wiki/Ownership

http://en.wikipedia.org/wiki/Good_(economics)

After observing the results, I interpreted into a conclusion, which further directed me to

find out the loopholes and backlogs. Accordingly, with the meager knowledge and some

kind of intelligence that I carry, I have tried to give necessary suggestions to the

corporate body as to how to overcome its weakness in this system and build up their

strengths. No matter, how ordinary they might be, according to me, they were the actual

recommendations that I could suggest to Miven mayfran conveyors pvt ltd.

This study revealed that the employee’s role in service delivery is very important. How

all employees linked with service delivery? Employees play an important role in

delivering the product..



Title of the project

“A study on employee’s role in service delivery of Miven Mayfran conveyors pvt

ltd”. How well the employee’s are working towards their role which directly are

indirectly have a connection to service delivery. Employees’ role in services delivery is

very important.


The objectives of this project are –

To understand service delivery techniques at Miven Mayfran conveyors.

Determine the awareness of existing system.

Find the effectiveness of the service delivery

Know the attitude of employees towards the service delivery

Is there any sales increase after giving good service delivery to the customer?

To understand the service delivery needs to the organization and suggesting ways

to improve them.

Scope of the study

The purpose of the study is to get practical knowledge and to get experience and

also to know the various challenges that are faced in the corporate world.

Study the service delivery of Miven mayfran conveyors

To find out the problems in existing service delivery systems.


To know the effectiveness of the service delivery.


Industry Profile:

Small & Medium Enterprises (SMEs) In India

With the advent of planned economy from 1951 & the subsequent industrial policy

followed by Government of India, both planners & Government earmarked a special role

for small- scale industries & medium scale industries in the Indian economy. Due

protection was accorded to both sectors, & particularly for small scale industries from

1951 to 1991, till the nation adopted a policy of liberalization & globalization. Certain

products were reserved for small- scale units for a long time, through this list of product

is decreasing due to change in industrial policies & climate.

SMEs always represented the model of socio- economic policies of Government of India

which emphasized judicious use of foreign exchange for import of capital goods &

inputs; labor intensive mode of production; employment generation; no concentration of

diffusion economic power in the hands of new ( as in the case of big house); discouraging

monopolistic practices of production & marketing; & finally effective contribution to

foreign exchange earning of the nation with low import – intensive operations. It was also

coupled with the policy of de concentration of industrial activities in few geographical

centers.

It can be observed that by & large, SMEs in India met the expectations of the

Government in this respect. SMEs developed in a manner, which made it possible for

them to achieve the following objectives:

High contribution to domestic production

Significant export earnings

Low investment requirements

Operational flexibility


Location wise mobility

Low intensive imports

Capacities to develop appropriate indigenous technology

Import substitution

Contribution towards defense production

Technology – oriented industries

Competitiveness in domestic & export markets

At the same time one has to understand the limitations of SMEs, which are:

Low capital base

Concentration of functions in one/ two persons

Inadequate to exposure to international environment

Inability to face impact of WTO regime

Inadequate contribution towards R & D

Lack of professionalism

In spite of these limitations, the SMEs have made significant contribution towards

technological development & exports. SMEs have been established in almost all – major

sectors in the Indian industry such as:

Food Processing

Agriculture Inputs

Chemical & Pharmaceuticals

Engineering; Electrical; Electronics

Electro- medical equipment

Textile & Garments

Leather & Leather Goods

Meat Products

Bio- engineering

Sports Goods

Plastic Products

Computer Software, etc.


As a result of globalization & liberalization, coupled with WTO regime, Indian SMEs

have been passing through a transitional period. With slowing down of economy in

Indian & abroad, particularly USA and European Union and enhanced competition from

China and a few low cost centers of production from abroad many units have been facing

a tough time. Those SMEs who have strong technological base, international business

outlook, competitive spirit and willingness to restructure themselves shall withstand the

present challenges come out with shining colures to make their own contribution to the

Indian economy.

SMEs in Hubli and Dharwad:

Talking about the SMEs in Hubli and Dharwad there are nearly some 15 reputed

organizations. Which are mostly of engineering based, chemical based and some food

processing industries. They are running quite good when we look at local market

perspective. The market is having huge scope for such SMEs since it is one easy hub for

transportation and connecting city for all major states. There are some good provisions

which are available by the government and there are plenty of opportunities for growth of

SMEs to compete with MNCs.

Thus growing economy needs some strong contribution from industries which these

SMEs can do, provided there is larger scope from the government and also from some of

the large industries which can act as support for such SMEs.

Company history:

The Sirur family established itself in Hubli in the year 1880s. The late Shri Narayan

Annappa Sirur( N.A. Sirur) was then working as a manager cum partener with M/s P.

Chrystal & co. who were purchasing cotton from the Hubli- Haveri region and exporting

it through Kumta port to Manchester in England.


In the period of 1915-1920, M/s P.Chrystal & co. closed their offices in Hubli & India

and handed over the ginning factory to Mr.N.A Sirur along with all the land that was

purchased for the purpose of running the ginning factory with a scope for future

expansion in setting up a press as well as cotton spinning unit.

Shri Mohan Sirur & shri Gopichand sirur completed their engineering course in America

and returned to India in the late 1940s. They first established a cotton seed oil processing

industry in India converting cotton seed oil into edible grade oil which was made popular

by them as edible grade cooking medium.

In 1961, Mr. Vishwas joshi, set up Miven engineering works on behalf of sirur family as

a working partner to manufacture components for Kirloskar electric co. Bangalore.

In 1963 Mr. Vishwas joshi moved over to Bangalore. And Mr.M.V.Sirur took his

fledgling unit under his wing and developed it further by associating this company with

the cement Giant- ACC of Mumbai.

Miven engineering works developed many import substitute components, which were

vital for the cement industry.

In 1978 Miven engineering works developed the first chip conveyor for use of machine

tools. This company ason today brought the name of Hubli on the map of the world by

being exporters to Japan, Indonesia,Germany & USA.

Miven Mayfran Conveyors Pvt.Ltd. is a joint venture company founded in 1986 with a

view to serve Indian Industries with quality conveyors and solutions for chip and coolant

handling problems. With the help of continued technical know-how from its

collaborators-M/s. Mayfran International B.V.-a world leader with over 70 years of


experience has been catering to two industrial sectors –viz. Machine Tool Builders and

End User Engineering /Automotive motives sectors.

The commitment of total customer satisfaction has made Miven Mayfran Conveyors Pvt

Ltd.-the pioneers in India in the field of chip and coolant management systems.

The Company has been witnessing steady growth since inception and today Miven

Mayfran conveyors Pvt. Ltd. has become synonymous with quality chip and coolant

management systems. Apart from its domestic supplies the company has been able to

carve its footprints into the export market.

Miven Mayfran Conveyors Pvt.Ltd. has several unique systems developed, supplied and

installed to its credit working to the entire satisfaction of its esteemed customers. Miven

Mayfran Conveyors Pvt. Ltd. has always been striving to achieve uniqueness in its

activities with the team of young and energetic engineers and dedicated work force.

As a mark of approval for the system followed at Miven Mayfran Conveyors Pvt. Ltd, in

delivering the quality products to its esteemed customers, the company got accredited

with ISO 9002: 1994 in the year 1997.Further to this achievement, the company has

upgraded its standard to ISO 9001:2000 during the year (2003).

Miven Mayfran offers a wide range of conveyors for handling metal chips generated

during metal cutting operation. Built to the renowned Mayfran standards, these conveyors

effectively handle a Varity of metal chips-long, short, curly, bushy, broken etc. & a varity

of metal such as steel, cast iron, aluminum, brass etc. These conveyors are custom built to

suit machine tool and the application for which they are intended to be used and they help

keep uptime of your expensive, highly productive machine tool by continuously

removing metal chips from the machine. Hinge Belt, Scraper, Magnetic Plain Sheet,

Screw and Coil are types of conveyors that are used for machine tool application.


With a wide range of proven products in the market for almost two decades, we are proud

to be associated with some of the biggest names in the machine tool, automotive and

auto-component industries. Globally networked, locally integrated, Miven Mayfran is

your reliable partner for all your chip and coolant management needs.

QUALITY POLICY

“To provide highest standard in service, delivery and product reliability by identifying

and understanding customer needs and to continually improve upon these for greater

customer comfort.”

MISSION

“To provide globally highest standards in service, delivery and reliability by identifying

and understanding stakeholder needs and to continually improve upon these for greater

stakeholder comfort.”

VISION

“To be globally reliably reliable partner in providing solutions to all stakeholders.”

QUALITY OBJECTIVES

To strive for customs delight with the help of continuous improvement in product

performance.

To inspire team spirit amongst all stakeholders to achieve highest standards in

performance.

To provide best value for price.

To be the most preferred business partner of all stakeholders.


Categories of Products Manufactured

Machine Tools Products

Centralised Systems

Press Scrap and Solid Components/Slag Handling Conveyors

Material Handling

Other Products

Oil Extraction and Preparatory Stage system

Engineering Service

Customer of MMCPL

There are two categories of customers mainly,

1. Original Equipment Manufactures(OEMs)

Original Equipment manufactures who do not use the conveyors

Themselves but sell it along with the machineries they produce.

a. M/s. Ace designer Limited –Bangalore.

b. M/s. Lakshmi Machine Work Limited –Coimbatore.

c. M/s. H.M.T. Machine Tools Limited – Bangalore / Kalmassery /

Pinjore / Hyderabad / Ajmer

d. M/s. Bharat Fritz Werner Limited –Bangalore.

e. M/s. Widia India Limited – Pune.

f. M/s. Premier Automobiles Limited- Pune.

g. M/s. Tal Manufacturing Solution Limited- Pune

h. M/s. Miven Machine Tools Limited—Hubli

i. M/s. Jyothi Enterprises – Rajkot.

j. M/s. Lokesh Machine Limited- Hyderabad.


2. Actual Users(A/Us)

Actual users are buyers who use the conveyors in their units, totally there are about

300- customers including OEM and A/U associated with Miven Mayfran

Conveyors. About 60% of the total conveyors are brought by OEM and remaining

40% by the A/u.

a. M/s Motor Industries Company Limited – Bangalore / Nashik/ Jaipure.

b. M/s. Bharat Heavy Electricals Limited – Bhopal / Hardware.

c. M/s. Hero Honda Motors Limited – Gurgaon / Dharuhera.

d. M/s. Mahindra & Mahindra Limited – Mumbai / Igatpuri / Nashik.

e. M/s. Ashok Leyland Limited – Bhandra / Hosur / Chennai.

f. M/s. Indian Railways – Various Work shops.

g. Ordnance Factories - Various shops.

h. M/s. Larsen & Toubro Limited – Mumbai.

i. M/s. Escorts Limited – Faridabad.


SWOT Analysis of organization

Strength:

Products manufactured are high quality, experienced employees are testing of

products of each stage of production

Well maintained relation between employees and employer

Good relation with customers

Crisil SE1Acertificate holder for “highest performance capability and moderate

financial strength”

ISO 9001:2008 company

Weakness:

Non streamlined production due to variable parameters in customer’s need.

Opportunity:

To accept new challenges and to be vibrant in present market scenario

Threat:

More competition in the manufacture of chip conveyors and rapid changes in domestic as

well as global market scenario.


Products:

Miven Mayfran offers a wide range of conveyors for handling metal chips generated

during metal cutting operation. Built to the renowned Mayfran standards, these

conveyors effectively handle a variety of metal chips - long, short, curly, bushy, broken

etc. and a variety of metals such as steel, cast iron, aluminium, brass etc. These

conveyors are custom built to suit machine tool and the application for which they are

intended to be used and they help keep uptime of your expensive, highly productive

machine tool by continuously removing metal chips from the machine. Hinge belt,

scraper, magnetic plain sheet, screw and coil are types of conveyors that are used for

machine tool application.

Chip Bin

Product Discription Chipbins are trolleys used to collect chips discharged from the

conveyor. The simplest form of bin is a suitably sized trolley which is known as non-

tilting type chipbin. On becoming full, these bins are required to be emptied by shoveling

the chips into a collecting trolley. Inorder to avoid shoveling and thereby fatigue to the

operator, tilting type chip bins are used. These chipbins are movable and are provided HET’S Institute of Management Studies, Hubli 17

with foot pedal. When the chipbin is full, the bin can be tilted by pressing the pedal to

unload the bin. In the tilted position, the chips can be easily emptied. Our experience in

the field of chip and coolant handling has led to standardization of sizes keeping in view

the general height of the machines/conveyors and handling comfort of the operator.

Chip Crusher

Based on the type of chips and application, Miven Mayfran offers a versatile product

range of chip crushers to suit individual needs. Crushing of chips has some significant

advantages Size reduction of swarf for subsequent centrifugation (drying of chips) and

recovery the coolant from the chips Size reduction of chips for handling in over the floor-

mounted return pump systems for the transport of chips and coolant Size reduction of the

chips to feed them into briquetting presses Miven Mayfran crushers can run in automatic

mode and are easy to service and repair due to over-dimensioning of bearings, shafts and

couplings and this in turn ensures an extended lifetime of the equipment. The Chip

Crusher models offered are : TA crusher-suited for small quantities MA crusher-suited

for pump-stations for chip and coolant MSA crusher-for large clusters of hard and brittle

swarf. SG crusher-for intermittent (batch) supply of chips


Chip Tote Hinge Belt

Product Discription These conveyors use a hinged steel belt moving inside a metal casing

to effectively remove metal chips and they come in four basic profiles Straight ( Style

A ), Inclined ( Style B ), Straight & Inclined ( Style C ) and Goose Neck ( Style D ).

The hinge belt surface can be plain, perforated or dimpled in accordance with application

requirement.

Cooker

Oil seeds exist in the form of microscopic lets packed in cells with impermeable walls,

which are distributed throughout the seed kernel. To facilitate easy flaking if the seed, it

is necessary to cook the seed and reduce excess moisture to a desired level. The Miven

Mayfran cookers are stacking type cylindrical vessels which cook and dry seed. The

cooker consists of a series of closed kettles stacked one upon another. Moisture in the for

of live steam is injected in the lower kettles, which is absorbed by the seeds. The seeds

are then cooked to proper consistency and dried to remove excess moisture before being

finally discharged from the lower kettles.


Cracker

This equipment consists of two sets of rolls with helical grooves between which the

cleaned seeds are passed through. The seeds are then cracked open to allow for further

processing.

A vane type feeder is used to uniformly feed the seeds over the entire length of the roll.

By mounting the rolls and the drives on a single heavy frame structure the system has

been made compact yet simple and the maintenance requirement also correspondingly

comes down. special features quick roll opening mechanism which reduces the stress on

the motor while starting. the arrangement of the rolls also allows large particles to pass

through before immediately returning to the exact original position. the system provides

for power balance between the two pairs of rolls thereby utilizing the full capacity of the

motive power. Specifications specifications: tmq-35 a model : 2 pairs of rolls 350 mm x

1300 mm long capacity : 400 ton/day soya beans tmq-25 model : 2 pairs of rolls 250 mm

x 1300 mm long capacity : 300 ton/day soya beans tmq 25 ab, 25 ac, 25 ad, 25 ae, 25 af

to suit capacities from 250 300 tpd soya beans

Desolventiser Toaster


The Miven Desolventiser Toaster is a fully-automatic, with pneumatic controls on the

gates and discharge. It is composed of only one single body unit and several floors, which

form the desolventization and toasting stages. In the desolventization stage, steam

injection is direct, with individual adjustments, through meat mixers.During toasting

operation, steam rises counter-flow to the MARC, through special grills. Uncondensed

live steam, hexane vapours and noncondensable gases in the system go through the tubes

mounted on the Desolventization Stage.

Special Features: Automatic control of meal bed height Material control, from one floor

to the other is performed by an automatic level control system pneumatically

commanded, with individual height adjustments which provides an even operation on

each floor. The sealing system of automatic devices is performed by high quality seals

and gaskets.

Layer heights are read by level indicators located on the sidewalls of the D.T. Fully

automatic meal discharge control The RURIS TECNAL D.T., besides its exclusive

automatic control of the meal bed layer, presents a Discharge rotary valve with a ring

bone speed variator pneumatic, running in accordance with flow variations within the

planned settings


Drier Cooler

Product Discription The machine is as per Ruris Tecnal design and specifications.

Construction is modular type having flexibility to increase capacity when plant is

expanded. Consists of feed section, cooling section and discharge section. Cooling

sections can be increased to meet requirements of capacity. Equipped with S. Automatic

cleaning device for fines trapped in the continuous chain. Air blown through radiators for

cooling Suction fans connected to cyclones with rotary valves at cyclone discharge end

with transverse conveyor to carry fines entering the cyclones. Meal bed height can be

controlled to between 200 to 300 mm large capacity screw conveyor at discharge end of

cake cooler to convey cooled meal to bagging.

Machine complete with appropriate drives. Specifications: Capacity from 30 to 2,000 mtd

for deoiled meals of Soya beans beans Cotton seeds Corn germ Rape seeds Sun flower

seeds Rice bran Palm kernel Many other raw materials

Expander


Product discription this is used for soya beans, cotton seed, wet corn germ, sunflower

seed, rapeseed, salseed and many of the seeds and (fully or pre-pressed) oil cakes to make

the meat porous and homogenous. meats are gradually pressed by the main worm shaft,

which is a non continuous kneading screw rotating within the barrel. The speciality

hardened scraper-bolts mounted between the worm sections permit uniform mixing of

meats by kneading action. Meats while being processed receive steam, injected through

special scraper bolts. pressure on meats reaches its maximum at the discharge end. As the

material passes through the dies or autocone (auto-run) , pressure is suddenly released

which causes the expansion

Flaker

Product Discription The flaker consists of a pair of rolls through which the seeds are

passed. Each roll runs at a different speed. Two pistons commanded by a hydraulic

system exert pressure on the flaking rolls. Special Features: The maximum pressure

during operation is 35 bar. Hence the life of the machine is very long.

The roll bearings are mounted on bipartite castings. This helps for easy maintenance and

rolls can be removed without dismantling the hydraulic system. Scrapers mounted on

tubular systems with a tension spring evenly scrape the flakes off the rolls


Magnetic Plain Sheet

Magnetic Plain Sheet type conveyors use a band of magnets that moves inside a

watertight casing under a non-magnetic slider plate. As the magnets mounted on endless

chain moves, the chips are dragged on the slider plate, elevated and ped into chip trolley

Magnetic Roller Separator

Product Discription Magnetic Roller Separator conveyor is an ideal separator for filtering

ferrous fines from cutting oil. Its superior design features ensure an effective conveying

and fetterless cleaning simultaneously. It can handle high volume of ferrous chips-small,

free flowing and broken chips up to 75mm long generated during milling, broaching,

hobbing, and gear cutting operations.

A series of stainless steel rollers, each with a permanent magnetic core fitted along the

length of the conveyor, are made to rotate axially. The strength of each magnetic core


diminishes gradually in the rotational direction of the roller. Swarf is attracted by the

magnetic core to the roller surface. As the roller rotates, the swarf moves into a

progressively weaker magnetic field. The stronger field of next roller then pulls the swarf

onto its surface. Through repetition of this process the separation and conveying is

achieved. The swarf is discharged into chip trolley at the end of the conveyor and the

coolant flows into tank.Specifications:Nominal Width :150 to 500mmCapacity :60 to 600

Kgs/Hr (Steel),

Oil Skimmer

These Belt type oil skimmers find application in small tanks of a machine tool to remove

tramp oil from emulsion coolant. The continuously running belt powered by a mini sized

gearmotor effectively removes floating oil film from the coolant surface.

An intermediate sedimentation tank helps further cleaning of coolant from oil. The oil

thus separated gets collected in a small removable tray.


Permanent Media Filter C-COM

Product Description this systems employs an indexing filter drum made from finely

woven mesh to filter the coolant. A scraper chain removes chips from inside the unit.

Separate float switches are provided to sense coolant levels inside the unit. The unit

comes with added features such as a scraper cleaning arrangement and drip coolant

catcher to enhance performance. Contaminated coolant from the machine flows into the

filter by gravity/pump pressure. Heavier chips that settle down are carried away by the

scraper chain. The floating fines are arrested on the outer surface of the drum forming a

filter cake, which acts as a secondary filter media and the clean coolant flow out from the

drum sides into the coolant tank. With the increase in the size of the filter cake there is a

rise in the level of the coolant in the unit. Once a predetermined level is reached, the float

switch actuates the drum drive and the drum indexes. Simultaneously the drum surface

gets cleaned by a wiper and a high pressure coolant backwash. Special features1.

Compact size2. Filter drum and scraper chain are driven independently resulting in lower

risk of system and component failure, increased flexibility and ease in operation.3.

Additional safetly features such as overflow detection alarm.4. Improved efficiency and

performance because of scraper cleaning attachment and coolant drip catcher.


Pitch Hinge Belt - Conveyor System

This rugged conveyor is available in both the open type frame and closed type frame. The

discharge chute can also be customized to suit the site conditions as well as specific

customer requirements. The design also incorporates several safety features such as pull-

cord for emergency stoppage, overload relay for motor etc. The heart of the system is the

patented Mayfran hinged steel belt. This steel belt is constructed of die-formed 1/4" or

3/16" nominal thickness low carbon steel. Some of the other special features are: Double

row high carbon die-punched side bars Plain or anti-friction bearing rollers Pin and

sleeve hinge construction (steel or optional UHMW polyethylene tubing liner over pin

through belt hinge joint) Hardened single flange rollers 3/16 ", 1/4" or 3/8" thick formed

interlocking side wings welded to hinge links

Pushbar Conveyor

When the length of a single unit exceeds 25 to 30 m, operating costs of a pushbar

conveyor are lower than any other conveyor of the same capacity. The maximum length

is 150 m.This conveyor also solves conventional problems such as winding of pusher

rods as well as widely improves the conveyance distance and wear resistance. HET’S Institute of Management Studies, Hubli 27

This cost effective equipment is Mayfrans high efficiency designed product which offers

medium distance conveyance of long and short chips with high volume coolant. It is the

ideal choice for a central conveyor. The automotive and bearing manufacturing industries

are satisfied users and now the pushbar conveyor services the state of the art F.M.S

Plants. To suit the required swarf removal capacity intervals between strokes can be set in

the control pane. Tramp material and bar ends will not harm the conveyor since free

moving, self centering bar design will avoid jamming and subsequent damage. The

cylinde, powered by a hydraulic power pack moves the conveyor bar. In installations

with several pushbar conveyors a double acting power pack is used offering considerable

savings in initial costs. The modular design of the conveyor facilitates easy extension of

the conveyor. All the conveyor components being manufactured on a production line

basis, a tight fit and interchangeability of spare parts are guaranteed

RECLAMET 3000

Wet chips coming out of the machine have to be properly dried before storage to ensure

prevention of soil pollution by the coolant. An additional benefit is that expensive coolant

can be reclaimed resulting in enormous cost savings. With more stringent pollution

control laws being implemented, the Reclamet-3000 is best suited to cater to your chip

processing needs by enhancing coolant lifetime which ensuring compliance with the

environmental regulations. The Reclamet-3000 is an integrated turnkey solution with a

shredder, tramp-material separation, swarf de-oiling and pneumatic conveying of dried

swarf compact assembly. That we have more than proven installations working


satisfactorily in India, speaks volumes about the reliability, quality and the value that it

delivers to the customer

Roller Conveyors (Gravity, Powerised, Power & Free)

Gravity Roller Conveyors are built on slight inclined. Since there conveying power is

simply the force of Gravity. The inclination depends upon the type of material that is

being used. When the material is placed on the conveyor, the roller revolves, thus moving

the material in the direction of incline. Powerised Roller Conveyors are used to carry load

at controlled speed. Roll to Roll chain driven live roller conveyor are used where dirt, oil,

grease and other contaminations are present. The driving chain or chains are at ends of

the rollers and are shielded

Seed Cleaner

The seed cleaner is used to clean seeds before they undergo further process treatment for

extraction of edible oil.This high performance equipment is composed of a feeder,


screeners, an aspiration system and a light trash collector. The feeder is of vane type that

evenly spreads the grains on the sieve. Cleaned cereals are discharged through a

stationary spout.

Vacuum Based Paper Media Filter (ECONOVAC)

This filter works on the principle of suction of coolant through the filter media. Once a

filter cake is formed on the surface of the media, a vacuum is created which triggers the

indexing of the filter media. Advanced engineering and manufacturing techniques ensure

that the vacuum seals are maintained intact. Hydro-Vac can be equipped with either

permanent or disposable filter media depending on applications. Continuous and fully

automated, Hydro-Vac can be installed in above or below floor locations. This equipment

is ahead of the pack when it comes to price performance ratio and space requirements

Infrastructure of the company:

Complimenting engineering expertise, the use of advanced manufacturing techniques

helps to produce high quality equipment. Using high precision equipment such as CNC

turning centre, CNC Vertical milling center, CNC bending machine, and state of the art

paint booth etc., Miven Mayfran is geared to cater to the varying requirements of a

demanding market. At Miven Mayfran, quality is a way of life. An ISO 9001 company,

we believe that relentless pursuit of excellence is the only way to achieve customer

delight.

One of our core strengths is a 120 plus strong, skilled and motivated workforce which

being aligned towards a common vision of growth and customer satisfaction, has

executed several complex projects in record times. One of the key areas of focus at HET’S Institute of Management Studies, Hubli 30

Executive Director

Works Manager

ManagementRepresentative

MarketingSales / services

Manufacturing Engineering

Planning QualityAssurance

Purchase

AccountsDepartment

Stores Sub. Stores

M/C Shop Press Shop F/A Shop

Maintenance

Production

Managing Director

Miven Mayfran is technology. Our design department uses the advanced Solid Edge

package for 3D modeling of our equipment. This has led to considerable shortening of

our delivery times and enhanced our output quality

Organization structure:


Department description:

Marketing sales / Services:

This department conforms the order form the customer through sales agents who are

located in different parts of India like – Mumbai, Chennai, Banglore and pune. Or else

sometime directly through customers. After negotiating with the customers on technical

aspects like design and material etc, And also on costs factor like mode of payment etc.

then the time conformation from the customer is got through order acceptance.

Planning:

The activity of planning department includes plan & schedule the production of

conformed orders of customers from Sales / Marketing Department as per the delivery

dates committed in the order acceptance. And also look after the material required for the

production & shortage of material if any. And finally release the required product

drawing to production department for further proceedings. Follow up with stores,

purchase, sub – contract & assembly regularly for dispatch of conveyors as per schedule.

Purchase:

This particular department does the work of either purchasing items for production or sub

contracting the component as per specification / drawings. Based on availability of items

& capacity to produce the decision is made to procure the material for production. Or else

it is sub contracted for the vendors who can get it ready at cost which is acceptable to the

company.


Quality assurance:

This is the department which does the quality check for the product. In two ways it does

the quality check. One is for those products which are sub contracted and the other one is

for the in-house products. For the contracted products usually sample supply is taken and

quality check is made before giving approval for bulk order for vendors. And report is

prepared in the name of particular vendor for customer clarification. For the later one it is

Inspection for In Process items. Final inspection (QAF) inspects the products as per the

quality assurance drawings / quality plan. Final inspection prepares a snag list of the

product for the product inspected and displays the list on the product for corrective by

production.

Stores:

It protects the materials which are stored for production and also the finished goods

which are ready for dispatch. For dispatch able goods the required documents are

attached and the products are packed for dispatch. The packed goods are stored with

necessary markings and taken good care till they are dispatched.

Manufacturing Engineering:

This department usually involves all the engineering works such as designing of the

product specified by customer with necessary drawings by the draftsman & design

department

Account Department: HET’S Institute of Management Studies, Hubli 33

This department looks after all the financial activities of company such as payments,

receivable & Income Tax payables, salary calculations, excise duty payables which are

different sections of finance handled by people in the finance department.

Production:

This department has sub departments such as Fabrications & Assembly, Machine shop &

Press Shop. These are the three different activities which are being carried out in

production in three different floors. As per the planned schedule the productions have to

be maintained and the products should maintain the quality. Understand customer needs

& ensure continuous improvement in delivery, service & product performance.

Maintenance:

It takes care of the machines at the shop floor & maintaining them at the proper

conditions. Also does the repair works for machine in case of damages. Lays down some

of safety aspects to keep the work environment clan & safe for workers who are handling

the machines. It ensures the process capability improvement. Act as a guiding source for

the company.



Service delivery

Good customer service is the backbone of any business. Without good customer service,

customers are more likely to get irritated and never return. Good customer service, on the

other hand, will help to retain irritated customers who have a dispute of some type, and

will also help to retain new customers. Customer service is probably more of an art than

it is an exact science, but by properly training your staff in this art, you can create a

culture where customer service is the norm rather than the exception to the rule.

In any industry, customers are hard to retain. Customer churn will never completely

cease, but paying attention to customer needs will help reduce and mitigate the effects of

the turnover.

A service is a set of singular and perishable benefits

delivered from the accountable service provider, mostly in close coactions with

his service suppliers,

generated by functions of technical systems and/or by distinct activities of

individuals, respectively,

commissioned according to the needs of his service customer by the service

customer from the accountable service provider,

rendered individually to an authorized service customer at his/her dedicated

trigger,


The delivery of a service typically involves six factors:

The accountable service provider and his service suppliers (e.g. the people)

Equipment used to provide the service (e.g. vehicles, cash registers, technical

systems, computer systems)

The physical facilities (e.g. buildings, parking, waiting rooms)

The requesting service consumer

Other customers at the service delivery location

Customer contact

The service encounter is defined as all activities involved in the service delivery process.

Some service managers use the term "moment of truth" to indicate that defining point in a

specific service encounter where interactions are most intense.

Many business theorists view service provision as a performance or act (sometimes

humorously referred to as dramaturgy, perhaps in reference to dramaturgy). The location

of the service delivery is referred to as the stage and the objects that facilitate the service

process are called props. A script is a sequence of behaviors followed by all those

involved, including the client. Some service dramas are tightly scripted, others are more

ad lib. Role congruence occurs when each actor follows a script that harmonizes with the

roles played by the other actors.

Practicing the eight features of service D-E-L-I-V-E-R-Y will help service delivery.

“D” is for Dedicated. The moment a customer needs help the dedicated employee swings

into action. The customer should be made to feel that he is priority number one, not that

he’s on the bottom of a list and will have to wait his turn.

“E” is for Empowered. The empowered service delivery representative is given what he

needs to be able to provide outstanding customer service. Empowerment begins with

training, the provision of tools, and the recognition of individual potential. Empowerment


http://en.wikipedia.org/w/index.php?title=Dramalurgy&action=edit&redlink=1

http://en.wikipedia.org/wiki/List_of_business_theorists

is nurtured by showing trust and support, listening to representatives and helping them

resolve problems, and removing any obstacles or conditions that make their work harder.

“L” is for Linked. Great customer service cannot be achieved by individuals working in

isolation. Linking should also extend beyond the team to include all other employees of

the company in mutual support. A company with employees who work together for the

mutual benefit of the company and its customers will quickly rise to the top.

“I” is for Informed. In the past the customer service delivery was often neglected by

management. Representatives, seen as workers at the bottom of the totem pole, went

untrained and uninformed. Today more and more companies have realized the

importance of these front-line staff and are treating them like royalty. After all, they are

representing the company not only to established customers, but to new and potential

customers as well. How customers are treated is how business goes. Customers deal first

with customer service representatives. These representatives should receive thorough

training on the company’s products, systems, policies, and procedures. They should know

how to solve problems, what to do when a customer has a crisis, where to find needed

information, when to ask for outside assistance, who to contact in specific situations, and

how to build customer satisfaction and trust. They should be informed in all aspects of

the company and its products and services.

“V” is for Valued. If the customers feel like valuable employees doing work that is

valued, they will produce far greater results than if they feel insignificant in an

insignificant job. Organization can emphasize that value them by providing training,

asking for their opinions and feedback, responding to their needs and questions,

acknowledging their contribution, praising them, and offering financial incentives to the

degree possible and other rewards. Rewards might include gift certificates or small gifts

on appropriate occasions.


“E” is for Experienced. An experienced employee learns to be knowledgeable but not

overly technical with customers. He or she shows confidence but not arrogance,

friendliness but not familiarity, helpfulness but not insistence, and attentiveness but not

intrusiveness. The representative may be smartly dressed but never overpowering. It

takes experience to automatically strike the right balance and quickly shift to a new

balance for the next customer.

“R” is for Representative. The service delivery representative should always act in the

best interests of the company. From personal appearance to speech and action, the

representative should project a strong, positive image of the company and a sincere

interest in helping the customer.

At the conclusion of a contact with the representative, the customer should feel happy

about doing business with a company whose employees are warm and friendly as well as

efficient and knowledgeable.

“Y” is for “Your” Responsibility. The customer service delivery representative accepts

responsibility for his role as a front-line representative for the company. He knows that to

a customer, he IS the company.

Not just customer service delivery representatives, but all employees of a company are

responsible for delivering good customer service, and delivery means being a dedicated,

empowered, linked, informed, valued, and experienced representative who accepts

responsibility.

The first impression you give to the customer must be welcoming, helpful, friendly and

above all with eye contact. Making eye contact will ensure the customer that you are

listening to them and acknowledging what they say.


Always greet the customer or make yourself approachable in a professional manner.

Obviously, try not to overwhelm them and scare them away, but a warming smile and a

decent response to their queries is a good starting point. During your customer service,

communication, body language and tone of your voice are essential to good service

delivery. Bad customer service will mean the customer will not return and they in turn

will tell others not to use your services. Exceptional customer service is when a customer

brings or directs a new customer to your business.

Customer service is the beginning and the end for any business. All businesses are in

service because without customers there would be no business. If customer service is not

at the exceptional level, then the company missing incredible opportunities to build your

business and company wasting a lot of money and resources. And, if that isn't bad

enough, your poor customer service is growing competitor's business.

Poor customer service dramatically affects the bottom line of every organization.

Hence, all that scrambling may be for naught.

Good service is to retain the number of customers and attract new customers. Once

you have gained a reputation of being a business that provides good customer service,

your existing customers will recommend your business to others. These customers

will also provide the best free advertising imaginable – word of mouth

You should always inform the customer of exactly what is happening from the

moment they have made their inquiry about their item; otherwise, you could

potentially lose their custom. If at any point, a customer feels neglected or

misinformed, they will cancel any procedures or transactions they have with you and

move to a rival business. Always be apologetic, explaining why they have not

received what they have been waiting for and if needed, offer an incentive or

discount.


This is to ensure that staffs are up-to-date when communicating with customers and

continue work in keeping your existing customers. Employees play an important role

in the services marketing because of the vary reason that employees are involved in

the process of delivery of any service

Services in most simple terms are deeds, processes and performances. Services may

also be defined as any activity or benefit that one party offer to another that is

essentially intangible and does not result in the ownership of anything

Employees are the most valuable asset of an organization. Because of this reasons

o They are the service

o They are the organization in the customer's eyes

o They are the brand

o They are marketers

There are many definitions of what a service is; as well as contention to marketing being

different for goods and services. Under the traditional marketing mix banner for products

there has been the 4 P’s:

Product

Price

Place

promotion

Whereas for the marketing of services this increases to 7 P’s now also including:

people

Process

Physical evidence


Proper service marketing requires creative visualization to effectively evoke a concrete

image in the service consumer's mind. From the service customer point of view, these

characteristics make it difficult, or even impossible, to evaluate or compare services prior

to experiencing the service delivery.

Mass generation and delivery of services is very difficult. This can be seen as a problem

of inconsistent service quality. Both inputs and outputs to the processes involved

providing services are highly variable, as are the relationships between these processes,

making it difficult to maintain consistent service quality.

For many services there is labor intensity as services usually involve considerable human

activity, rather than a precisely determined process; exceptions include utilities. Human

resource management is important.

The human factor is often the key success factor in service economies. It is difficult to

achieve economies of scale or gain dominant market share. There are demand

fluctuations and it can be difficult to forecast demand. Demand can vary by season, time

of day, business cycle, etc. There is customer involvement as most service provision

requires a high degree of interaction between service customer and service provider.

There is a customer-based relationship based on creating long-term business

relationships. Accountants, attorneys, and financial advisers maintain long-term

relationships with their clients for decades. These repeat customers refer friends and

family, helping to create a client-based relationship.

Service delivery of Miven mayfran conveyors:

It is the no 1 company in manufacturing conveyors. After taking the order from customer

they start manufacturing by seeing the contract between the company and the customer.

According to the customer specification of delivery date they will deliver the conveyors

to the customer. They delivery the conveyors to the customer, and they fix the conveyors

where customer says.


http://en.wikipedia.org/wiki/Service_provider

http://en.wikipedia.org/wiki/Business_cycle

http://en.wikipedia.org/wiki/Time

http://en.wikipedia.org/wiki/Season

http://en.wikipedia.org/wiki/Demand_curve

http://en.wikipedia.org/wiki/Market_share

http://en.wikipedia.org/wiki/Economy_of_scale

http://en.wikipedia.org/wiki/List_of_human_resource_management_topics

http://en.wikipedia.org/wiki/List_of_human_resource_management_topics

http://en.wikipedia.org/wiki/Public_utility

http://en.wikipedia.org/w/index.php?title=Mass_generation&action=edit&redlink=1

http://en.wikipedia.org/w/index.php?title=Service_consumer&action=edit&redlink=1

http://en.wikipedia.org/wiki/Creative_visualization

Maximum they are delivering the products within two weeks. Or it depends upon the

specification of the product type and the area of the customer. The company employees

will go to the customer company if any faults happened to the conveyors. Some time the

employees stay their only to solve the problem.

They respond to their customer complaints within a day or it depends upon the area of the

customer

They will replace the fault machine part if the problem occurred by the mistake of

company. If the problem is happened by the customer company then they have to pay for

the service. The minimum service charge is 1000rs.

The employees of Miven Mayfran are playing a major role in delivering the conveyors.

They are increasing their company image in customer eye by their good performance



Design of the study:

The study is organized in the following section:

1) Methods used

2) Data analysis

3) Over view of the study

4) Opinion of the study

5) Findings, Suggestion and Conclusion

Source of data

Primary data collected from interaction with employees & questionnaire. Secondary data

was collected from text materials, organization report & internet.

Methodology

Size of the sample: 101 respondents

Sampling design:

Non probability Judgmental sampling

Sampling unit: Miven Mayfran conveyors employees


Sampling method: questionnaire method

Geographical area of the study:

Miven Mayfran conveyors pvt ltd, Sirur’s compound, Karwar road, Hubli-580024

Data collection:

Primary Data:

The primary data is collected with the help questionnaires by handling out the

questionnaires to the employees, and personal interaction. The sample size is of 100

respondents. The sampling methodology being adopted is non probability convenient

sampling method.

Secondary Data:

The major source of secondary or supporting data is from

Organization report

Internet

Text books

Data Analysis tools:


The data and information obtained from the respondents are put into Spss form. Then the

data is been organized in such a way that they would yield specific results to the objective

of the study. The data is organized in the tally marks and various charts, graphs & pie

charts that will help to have overview of the fact and figures. All the work is done under

the data, which is collected, form the employees. From the process data the research

loudly speaks of its findings and implications that aid in arriving at a conclusion.


How many days the company will take to deliver the product

Frequency Percent Valid Percent

Cumulative

Percent

Valid two week 74 73.3 73.3 73.3

depend on customer

specification27 26.7 26.7 100.0

Total 101 100.0 100.0


Interpretation:This table & diagram shows that company will provide the ordered conveyors within two

weeks. Some time it depends on customer specification of conveyors, 74 respondents said

that within two weeks they will deliver the ordered conveyor, 27 respondents said that

they deliver the conveyor according to the customer specification.

Within how many days company will respond to customer complaints


Cumulative

Percent

Valid within a day 57 56.4 56.4 56.4

depend upon the area 44 43.6 43.6 100.0

Total 101 100.0 100.0


Interpretation:

This table & diagram shows that within a day company respond to the customer

complaints. If the area of customer is out of Karnataka then it will take two days to reach

that place. 57 respondents said that they will respond to the customer complaints within a

day, 44 respondents said that it’s depending upon the area of the customer.

Rate the role of employee


Cumulative

Percent

Valid very high 60 59.4 59.4 59.4

highest 41 40.6 40.6 100.0

Total 101 100.0 100.0


Interpretation:

This table & diagram shows that company employees are playing a effective role in

service delivery will. All the respondents said that the employees play a major role in

service delivery.

Replacement facility to customer


Cumulative

Percent

Valid yes 101 100.0 100.0 100.0


Interpretation:

This table & diagram shows that company provide the replacement facility to the

customer, if any fault is in their conveyor.

Are you giving any user guide to the customer to know how to operate

the conveyers


Cumulative

Percent

Valid yes 101 100.0 100.0 100.0


Interpretation:

This table & diagram shows that company will give the user guide to the customer to

know how to operate that conveyor.


How many services you will provide in the guarantee time


Cumulative

Percent

Valid depend upon the

specification of conveyers101 100.0 100.0 100.0

Interpretation:

This table & diagram we can say that company will provide the service on the basis of

specification of the conveyors. It’s different for small conveyors to big conveyor


Are you maintaining relation with customer to improve the salse of

conveyors


Cumulative

Percent

Valid yes 101 100.0 100.0 100.0

Interpretation:

This table & diagram we can say that company have good relationship with it’s customer.


Role of your job with respect to the product


Cumulative

Percent

Valid assemble 33 32.7 32.7 32.7

turning, shaping 35 34.7 34.7 67.3

sharing, bending plates 26 25.7 25.7 93.1

electric 7 6.9 6.9 100.0

Total 101 100.0 100.0

Interpretation:


This table & diagram we can say that 35 respondents are related to turning and shaping

department, 33 respondents are related to assemble, 26 are related to sharing and bending

plates, 6 are related to electric department. All employees are working properly.

How would you measure your customer satisfaction across your service

delivery


Cumulative

Percent

Valid enquire 31 30.7 30.7 30.7

re-buy 46 45.5 45.5 76.2

survey 24 23.8 23.8 100.0

Total 101 100.0 100.0

Interpretation:

This table & diagram shows that how the company measure customer satisfaction across

the service delivery most of the respondents said that by re-buy they measure the


customer satisfaction across service delivery. And it is also done by enquire method and

survey method.


Findings:

Company will provide the ordered conveyors within two weeks. Some time it

depends on customer specification of conveyors. And the company responds to

the customer complaints within a day.

Company will provide the service on the basis of specification of the conveyors. It’s different for small conveyors to big conveyor

Company measure customer satisfaction across the service delivery by re-buy,

and survey have company is maintaining the Good relationship with it’s customer

to improve the sales.

Company will give the user guide to the customer to know how to operate that

conveyor.

Company provides the replacement facility to the customer, if any fault is in their

conveyor.

Company employees are playing an effective role in service delivery.



Benefits to the student

This project makes me able to know the employees role in service delivery of Miven

mayfran conveyors pvt ltd and it gives industrial exposure to me. This project helps me to

get some practical knowledge on all the departments of Flowserve microfinish pvt ltd.

Benefits to the company

The company has some benefits by giving project permission to the students. The

company will come to know the advantages and disadvantages of all the departments and

the students will give suggestions by doing the projects. The one more advantage is the

company may take talented people in to their work.

Conclusion:

In any industry, customers are hard to retain. Customer churn will never completely

cease, but paying attention to customer needs will help reduce and mitigate the effects of

the turnover

Good customer service is the backbone of any business. Without good customer service,

customers are more likely to get irritated and never return. Good customer service, on the

other hand, will help to retain irritated customers who have a dispute of some type, and

will also help to retain new customers.

Not just customer service delivery representatives, but all employees of a company are

responsible for delivering good customer service, and delivery means being a dedicated,


empowered, linked, informed, valued, and experienced representative who accepts

responsibility. Customer service is the beginning and the end for any business.

All businesses are in service because without customers there would be no business. If

customer service is not at the exceptional level, then the company missing incredible

opportunities to build your business and company wasting a lot of money and resources.

And, if that isn't bad enough, your poor customer service is growing competitor's

business. So the service delivery is very important to any business. And the employees

have to play their role effectively in the organization.

“A Study on employee’s role in service delivery of Miven Mayfran conveyors limited”

QUESTIONNAIRE

1) Name: ……………………2) Contact details:………………….3) Educational qualification: SSLC PUC ITI Diploma BE 4) Department: Production HR Sales Accounts 5) Year of service: Up to 5 years 5 -10 years 10 -15 years above 15 years

1. How many days you will take to deliver the product?

a. one week b. two weeks c. three weeks d. depend on customer specification

2. How much time you will take to respond to the customer complaints?a. within a day b. within a week c. depend upon the area d. within a month

3. Are the employees are playing effective role in service delivery? a. Yes b. No

4. How would you rate the role of employee (1 being the lowest and 5 being the highest) in delivery of service?

1 2 3 4 5


5. Does the employee of your organization affect the quality & satisfaction of service delivery?a. Yes b No

6. Are you giving free services to your customers?a. Yes b. No

7. Are you giving any replacement (if any fault is their in your conveyers) facility to your customer? a. Yes b. No

8. Are you going to the customer to respond to their complaints?

a. Yes b. No

9. Are you giving any user guide to the customer to know how to operate the conveyers?

a. Yes b. No

10. How many services you will provide in the assurance time?a. 2 b 3 c. more than three d. depend upon the specification of conveyers

11. Are you giving service at affordable price after the assurance period?a. Yes b. No

12. Are you extending the assurance period if the customer is ready to pay the extra amount?a. Yes b. No

13. What is the role of your job with respect to the product?

14. Are you influencing your company brand by your effective performance?a. Yes b. No

15. Are you maintaining customer relation with the customer?a. Yes b. No

16. How would you measure your customer satisfaction across your service delivery? a. complaints b. Re-buy c. survey d. all

HET’S Institute of Management Studies, Hubli

Department and roleAssemble- assembleMachine shop- machining, turning, shapingFabrication- fabrication Fresh shop- sharing, bending plates Electrical- electric

63

Bibliography:

Internet:

WWW.Google. Com

Www. Wikkipidia.com

www.mivenmayfran.com


http://WWW.Google/

Documents

Marketing Mevin Mefrin