Project on Eicher Motors by Dharamveer Prasad

Gallup India Private Ltd

SUMMER TRAINING REPORT

ON

EICHER MOTORS LIMITED, VOLTAS, ANDHDFC STANDARD LIFE

CARRIED OUT BY

GALLUP INDIA PRIVATE LIMITED

STUDY OF CUSTOMER SATISFACTION OF EICHER MOTORS LIMITED LCV’S & HCV’S, VOLTAS AIR CONDITIONERS, AND

HDFC STANDARD LIFE INSURANCE

Submitted in partial fulfillment of the requirements ofPost Graduate Diploma in Business Management Program

By

DHARAMVEER PRASAD

2005-07 Batch

Roll no. VB-2005039GRADUATE SCHOOLOF BUSINESS & ADMINISTRATION

GREATER NOIDA


ACKNOWLEDGEMENT

This acknowledgement would swell to unmanageable proportions if I were to thank all those persons who contributed directly or indirectly towards the consummation of this venture in commensurate proportion to their respective contribution.

I am thankful to Mr. S.K.Giri for providing the opportunity to undertake the project.

I owe my sincere gratitude towards my guides Miss. Mona Pandey, Mr. S.K. Das, Mr. Rajkumar and Miss Swapnil for their consistent motivation and invaluable guidance during the course of the project. They have provided me all the necessary guidance during the period.

I am also thankful to all my colleagues who have been cooperative enough and support me to complete my work. All of them hailed from different parts of the country and have given me the opportunity to work in cross-cultural atmosphere, which is a rare occasion.

I am grateful to all concerning staff of GALLUP ORGANIZATION, who helped me during the project.

I am also thankful to all the faculty and staff members of GSBA for their cooperation.

1


EXECUTIVE SUMMARY

The intrinsic area that my project revolves around can be suggestive as a component of Market Research. In regards to the title of the project which calls upon as “Customer Engagement Surveys For Different Indian Companies” reflects true to the work of mine but rather an extension to it. It can be regarded well as “Customer engagement surveys and their and partly their analysis”.

In view to the project, I am reporting to Mr. S .K Giri and Miss Mona Pandey who is the interviewing manager as well as my project guide. They have assigned me to undertake these surveys.

EICHER MOTORS VOLTAS HDFC STANDARD LIFE INSURANCE

I started my training from 2nd of May. The survey with EICHER MOTORS was the first one followed by the ones with VOLTAS and parallel with HDFC. For the surveys undertaken and undertaking I was assigned a time frame and provided a database of the people whom I had to interview. Job started right from getting appointments and feasibly translating those into interviews. After which I had to report the details to my project guide whom further projects to report the findings after a thorough scrutiny.

My very first project was of EICHER MOTOR. When I took this project it was in half way. For the starting two days training was given to my on how to conduct interviews. Before going to every project we all trainees were given full details about project and we have full mock training so that we don’t commit mistake when we go in field. It was great experience as in this process I met different people who have different opinion, different status, and different views. This project was a novel thing happening to me. I had to thoroughly prepare myself to the first live job of mine. I knew any flaw in it is likely to create a bad impression, which I never wanted. Project whole procedure started from getting database of customer, fixing appointment and then interview. When we got questionnaire to office they are thoroughly scrutinized .Every


questionnaire is back check to check its authenticity. Then all the forms are sent to head office for analysis. Till date I completed three projects. Details on an elaborate basis on each of the projects are summarized below followed by a personal analysis to get a feel of the project and relevantly trying to gauge through the significance of my pursuits. The analysis is what I shall also be sending in details to MR.GIRI and MISS MONA, my project guide. Through these projects I am trying to capture the learning’s because each project was entirely different. The surveys captured different emotions and different opinions and it also projected a new oblivion that was vital for the respective clients to strive and stay in the market. Through the project I could actually understand how necessary and compulsory it was for the giants like HDFC too to keep themselves updated on the market trends.

In a nutshell the project of mine, as a whole has gauged the various factors that are prevalent in influencing responsiveness and awareness of respondents.


TABLE OF CONTENT

1. ABOUT THE INDUSTRY ( MARKET RESEARCH)

2. ABOUT THE COMPANY

3. ABOUT THE EICHER PROJECT: Introduction

Problem Statement Research Objective Methodology Findings and Analysis Recommendations

Conclusion

4. ABOUT HDFC PROJECT; Introduction Problem Statement Research Objective Methodology Findings and Analysis Recommendations Conclusion

5. ABOUT VOLTAS

6. LEARNING FROM PROJECT

7. REFERENCES


INTRODUCTION TO GALLUP ORGANIZATION

Drawing from the deep experience in research and behavioral

studies, the employee-owned company specializes in corporate

services such as management consulting, customer loyalty surveys,

brand and advertising research, and performance improvement

programs for both employees and management. Despite the

diversified business offerings, the company is still most famous for

its Gallup Poll surveys. The company was founded by Dr.

GEORGE GALLUP, a pioneer in the science of polling, in 1935.

The Gallup Organization has studied human nature and behavior for more than 70 years. Gallup employs many of the world's leading scientists in management, economics, psychology, and sociology. Gallup performance management systems help organizations boost organic growth by increasing customer engagement and maximizing employee productivity through measurement tools, coursework, and strategic advisory services. Gallup's 2,000 professionals deliver services at client organizations, through the Web, at Gallup University's campuses, and in 40 offices around the world.

JOURNEY OF GALLUP:

1930-1935: Dr. Gallup -- the Original Market Researcher

1936: Dr. Gallup "Breaks Through"

1938: Dr. Gallup Hires First "Rainmaker"

1937-1939: The First Global Polls

1988: Gallup and SRI

1990s: Gallup Experiences Its Largest Growth

1992: Gallup Goes "Daily" With CNN and USA Today

Late 1990s: Gallup's Q12

Breaks Through

1999: Gallup Hits the Bestseller Lists

1999: Gallup and Psychology's First Taxonomy of Strengths

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2000: The Gallup Path

The Gallup Path is now Gallup's premier management consulting model. At the heart of the model is the theory that in every organization, every employee, at all levels, contributes to some degree to sales growth, profit, and ultimately, to share price. The Path represents a turning point for Gallup, but even more so for 20 million world leaders. It is the first theory that proves and tracks the connectedness of managers to employees, employees to customers, and customers to hard financial outcomes.

THE GALLUP PATHWAY

2001: The Gallup Poll for 20 Million World Leaders

2002: The Gallup Brain

2003: Gallup University: a Riverfront Campus

SOME OF THE BEST SELLING BOOKS OF GALLUP ON GREAT MANAGERS:

FIRST, BREAK ALL RULES. NOW, DISCOVER YOUR STRENGTH. FOLLOW THIS PATH HOW FULL IS YOUR BUCKET (2004)


GALLUP’S CORE AREAS OF FOCUS

Devise and implement an effective organizational performance strategy Provide executive performance coaching for senior leaders Measure and improve customer engagement Measure and improve employee engagement Recruit and hire world-class performers Teach all employees to identify, deploy, and develop their strengths Create an objective and easy-to-use performance evaluation and

development system Develop an effective succession management system Design a performance-based compensation system for all roles Increase sales force effectiveness Increase the overall impact of brand management programs Improve marketing strategies through objective, research-based ideas and

insigts

GALLUP CLIENT MIX:

The Gallup Organization is a premier partner for organizations seeking to improve their financial performance by maximizing their human capital. Gallup currently works with some of the world’s most prestigious companies in the automotive, business services, healthcare, hospitality, and retail industries, as well as education, government, and nonprofit organizations

EICHER MOTORS HDFC BANK VOLTAS LTD. TAJ GROUP OF HOTELS OBEROI GROUP OF HOTELS YAHOO BUSINESS WORLD (MAGAZINE) SKF BEARINGS

GALLUP OFFICES:

The Gallup Organization has subsidiary operations in more than 20 countries, covering 75% of the world's GNP. These are owned by Gallup and managed by Gallup. This common ownership provides the kind of dedicated, focused operations that are necessary for

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the execution of complicated multicountry projects. Nationals of each country direct the operations.

Every office of The Gallup Organization operates under the same high standards. The Gallup Organization's unified global ownership ensures that clients in each country benefit from the enormous depth of international experience, industry leadership, innovation, and worldwide operating standards, combined with country-specific expertise, that only The Gallup Organization can provide.

OFFICES IN FOLLOWING COUNTRIES:

Australia Dominican Rep. Malaysia Brazil Germany Netherlands Belgium Hong Kong Poland Canada Hungary Romania China India Singapore Colombia Italy Spain Costa Rica Japan Thailand Croatia Korea United Kingdom Czech Republic Lithuania United States

INDIA OFFICES:

MUMBAI KOLKATA CHENNAI NEW DELHI BANGALORE

COMPETITION: Though the market leader in the field of market research and management solution, THE GALLUP Organization face competition from following in India:

ASIA MARKET INTELLIGENCE INDIA INDICA RESEARCH PVT. LTD NFO MBL INDIA RESEARCH INTERNATIONAL GALLUP MBA INDIA PVT. LTD MADRAS CONSULTANCY GROUP RESEARCH & ANALYSIS GROUP TAYLOR NELSON SOFERS MODE

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ORGANIZATIONAL STRUCTURE

Gallup worldwide Head

Head Asian Operations

Managing Director India

GM (Research)

GM (Design & operations)

GM (Marketing)

Business manager (Research)

Business manager (Research)

Business manager (Operation)

Business manager (Marketing)

Executive Executive

Executive Executive

Executive Executive

Executive Executive


BRANCH OFFICE

Developing Brand Strategies

Branch Director

Program Director

Assistant Program Director

Senior Regional Officer

Regional Executive

Regional Field Controller

Field Controller


The CE11 metric is also a superior tool for developing brand strategies and tactics that attract the most profitable customers. Used as the basis for brand management, segmentation, and positioning, CE11

supports brand managers in developing strategies that will appeal to the most profitable customer segments.

Effective consumer messages must:

Differentiate -- convey a brand promise that clearly sets the company's products or services apart from its competitors'. This promise must include an emotional component that customers understand.

Excite and Activate -- convey a compelling message that will overcome consumer inertia, perceived risk, and "switching cost" barriers.

Connect -- establish or reinforce an emotional connection with target customers. This serves as the foundation for an enduring customer relationship.

Companies successfully acquire and retain customers when they communicate compelling and differentiating brand promises -- promises that the company can deliver at all customer touchpoints. Companies must align their activities and performance to turn transactions into enduring relationships. Companies that consistently reinforce a brand promise with performance -- or a customer's expectations with great experiences -- will develop enduring and profitable customer relationships.

Maximizing Organizational Performance


Gallup CE11 programs are a powerful first step for organizations seeking better financial performance by improving customers' emotional engagement. Organizations can achieve even greater results when they address all points on The Gallup Path. Gallup has developed integrated, comprehensive performance management solutions that support organizations in achieving crucial business goals along The Path. Along with CE11 programs, Gallup offers tools to:

Devise and implement an effective organizational performance strategy

Provide executive performance coaching for senior leaders

Measure and improve employee engagement Recruit and hire world-class performers Teach all employees to identify, deploy, and

develop their strengths Create an objective and easy-to-use performance

appraisal and review system Develop an effective succession planning system Design a performance-based compensation

system for all roles Increase sales force effectiveness

MARKET RESEARCH

MARKET RESEARCH is the process of systematic gathering, recording and analyzing of data about customers, competitors and the market. Market research can help create a business plan, launch a new product or service, fine tune existing products and

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

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

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

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


services, expand into new markets etc. It can be used to determine which portion of the population will purchase the product/service, based on variables like age, gender, location and income level. It can be found out what market characteristics your target market has. With market research companies can learn more about current and potential customers

Managers need information in order to introduce products and services that create value in the mind of the customer. But the perception of value is a subjective one, and what customers value this year may be quite different from what they value next year. As such, the attributes that create value cannot simply be deduced from common knowledge. Rather, data must be collected and analyzed. The goal of marketing research is to provide the facts and direction that managers need to make their more important marketing decisions.

A list of questions that can be answered through market research:

What is happening in the market? What are the trends? Who are the competitors? How do consumers talk about the products in the market? Which needs are important? Are the needs being met by current products?

Market research for business planning:

Market research is discovering what people want, need, or believe. It can also involve discovering how they act. Once that research is complete it can be used to determine how to market your specific product. Whenever possible, try to reduce risks at the earliest possible stage.

Perform market research:

The market research process has 4 basic steps. These steps include:

1. Defining the research problem 2. Establishing the research design 3. Collecting and analysing data4. Formulate findings

THE PROCESS

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Defining the research problem Defining research problem

The step defining the research problem exists of 2 main steps: (1) formulating the problem and establishing research objectives. (2) establishing research objectives.

Selecting and establishing research design

The step selecting and establishing res consists of 3 main steps: (1) select the research design, identify information types and sources (2) iden information types and sources and (3) determine and design and design research instrument.

Collecting and analysing data

Formulate findings

THERE ARE 2TYPE OF MARKET RESEARCH RESEARCH

1. EMPLOYEE ENGAGEMENT2. CUSTOMER ENGAGEMENT

META-PROCESS MODEL FOR MARKET RESEARCH

CUSTOMER ENGAGEMENT

" CUSTOMER SATISFACTION: Today, business around the world consider the customer as king. Knowing why and how people consume products helps marketers understand


how to improve existing products, what types of products are needed in the marketplace, or how to attract consumers to buy their products. Without customer satisfaction, organizations are unlikely to increase their sales and revenues.

"Great organizations know how to chart a course through the worldwide competitive maze to keep their customer relationships not only intact but also thriving. They do this by connecting to their customers on an emotional level”.

Extensive research has identified the crucial emotional characteristics of an organization's best customers. These customers are not just "satisfied" or "loyal," they are emotionally attached to the organization's brands or services. They are engaged.

Organizations must understand, develop, and sustain customer engagement to achieve success. Our customer engagement programs enable organizations to identify and manage the key emotional dimensions of customer engagement.

Maximizing Customer Engagement With CE 11

Through rigorous research, Consulting companies has identified 11 questions that measure customer engagement and powerfully link to financial performance. These questions -- the CE11 -- measure dimensions that executives, managers, and employees can influence.

Company developed CE11 measurement tools, development programs, and strategic advisory services that improve organizational performance. CE11 enables organizations to assess and improve customer engagement in all key areas.

Customer Engagement and CRM :

Customer Relationship Management (CRM) systems and technologies are ineffective unless their underlying strategies will increase and improve customer engagement.

Effective consumer messages must:

Differentiate: convey a brand promise that clearly sets the company's products or services apart from its competitors'. This promise must include an emotional component that customers understand.

Excite and Activate: convey a compelling message that will overcome consumer inertia, perceived risk, and "switching cost" barriers

Connect: establish or reinforce an emotional connection with target customers. This serves as the foundation for an enduring customer relationship.

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L 3 + A 8 = CE 11 : QUESTIONS THAT GET AT THE HEART OF CUSTOMER LOYALTY.

L3:

Overall, how satisfied are you with [brand]? How likely are you to continue to choose/repurchase [brand]? How likely are you to recommend [brand] to a friend/associate?

A8:

CONFIDENCE:

[Brand] is a name I can always trust. [Brand] always delivers on what they promise.

INTEGRITY:

[Brand] always treats me fairly. If a problem arises, I can always count on [brand] to reach a fair and satisfactory resolution.

PRIDE:

I feel proud to be a [brand] customer. [Brand] always treats me with respect.

PASSION:

[Brand] is the perfect company for people like me. I can't imagine a world without [brand].

INTRODUCTION TO MARKET RESEARCH AGENCIES IN INDIA


As the marketing research services kept on increasing, there was a corresponding spurt in the availability of MARKET RESEARCH (MR) services in India. MR became a business & profession. MR agencies started growing in India. A few older agencies in the field up for expanded action; a no of new agencies came up & many advertising agencies too turned up to Market Research & the industrial & business firms supported these ventures. They were ready to buy the Market Research Services/Reports, paying the adequate and required money.

Many Market Research agencies have cropped up in the country during the past 10 to 15 yrs; the major agencies are under mentioned.

ORG MARG:

The first attempts in market research services were made by VIKRAM SARABHAI Group’s (ORG). it covers on a regular basis 200 urban location and 400 villages all over the country. ORG evaluates, monitors and analyses consumer trade, community and organizational behavior and practices, retail store audit, leadership studies, social and economical evaluation, media trends and new evaluation, media trends and new products launch are its strong areas.

The range of services offered by ORG include demand forecast, distribution planning sales analysis, project management, production optimization, test marketing, promotion and advertising, consumer habits, impact effectives and organizational studies. It was ORG, which started retail audit surveys and measurement of consumer off-take in India. ORG’s retail audit has become one of the authentic references of consumer off-take in India. Another syndicated MR Service offered by ORG is the advertisement audit continuous monitor of the ads release through press and T.V. in order to provide information to both advertiser and agencies on competitive advertising. Reports are published on product categories, giving estimates of expenditure and exposure achieved by each of the brands advertised. ORG also conducted the first national readership survey.

IMRB


Among the Market Research agencies, INDIAN MARKETING RESEARCH BUREAU (IMRB) is the largest and promoted by HINDUSTAN THOMPSON associates and established in 1971. IMRB is now an associate company in the MRB group, international marketing research agencies offering marketing research services throughout the world with its close association with the MRB group.

IMRB has access to international research experience and research technology and by now, IMRB has emerged as a full fledged, professionally equipped nation wide marketing research agencies providing a wide variety of market research services. The wide ranging research services provided by IMRB. IMRB can be classified in two broad categories:-

1. CUSTOMER SPECIFIC RESEARCH SERVICES2. SYNDICATED RESEARCH SERVICES.

PATHFINDERS INDIA

Pathfinders India is a research agency set up by the leading ad agency called LINTAS. The survey on Indian housewife conducted by pathfinders termed as national market monitor.

NCAER THE NATIONAL COUNCIL OF APPLIED ECONOMIC RESEARCH (NCAER) function in the broader field of applied economic research. It also carried out studies of market and consumer of India.

Besides the agencies discussed above, many technical and management and consultancy firms in the country also provide a variety of marketing research services. They are particularly active in the area of demand studies/market measurement.

Others are: TCS, KIRLOSKAR CONSULTANTS and MASER.


EICHER MOTOR PROJECT

1. ABOUT THE COMPANY:

Eicher began its business operations in 1959 with the roll out of India’s first tractor. Today the Eicher Group is a significant player in the Indian automobile industry with a gross sales turnover of over Rs. 17,250 million in the year 2004-05.

The Eicher Group has diversified business interests in design & development, manufacturing and local/ international marketing of Trucks & Buses, Motorcycles, Automotive Gears and components.

In addition to this, Eicher has also invested in the potential growth areas of Management Consultancy Services, Customised Engineering Solutions, City Map & Travel Guides. The activities of the Group are divided into the following business units covering all the business interests Eicher has around 2400 employees located in 5 manufacturing facilities and 56 marketing & area offices all around India.

Eicher Motors , was founded in 1982 to manufacture a range of reliable, fuel-efficient commercial

vehicles of contemporary technology Today, Eicher Motors is one of the leading manufactures

of commercial vehicles in India with a 33% market share in the 7T-11T segment. The success and growth of this unit is a result of various customer-driven strategies. Eicher Motors functions through a strong three-tier service network consisting of authorised distributors, service centres and company trained private mechanics. The vehicles are sold and serviced through a network of over 576 Authorized Contact Points all over India, supported by service centres and over 4500 company trained private mechanics,

In 1986, Eicher Motors entered into a technical and financial collaboration with Mitsubishi

Motor Corporation of Japan to manufacture the Canter range of vehicles

Over 85 executives work exclusively in the area of R&D. Product development and product-engineering facilities are available at each of Eicher’s major manufacturing locations. Expertise has been developed in the areas of design and development of Trucks & Buses, Automotive Transmission, Electronic Instrumentation, Material Science, Metrology as well as prototype manufacturing and testing.


2. STATEMENT OF PROBLEM: EICHER MOTORS has given market survey to GALLUP INDIA PVT. LTD to analyze about their market share and to know their customer feedback and customer satisfaction for better customer relationship along with competitive analysis.

3. APPLICATION:

Think of an Idea and we shall provide it mobility.

Eicher specializes in offering ready-to-use custom-built application vehicles to suit customer needs, in addition to the normal range of vehicles.

Today Eicher’s product range of commercial vehicles is manufactured with the largest possible number of applications in view. Besides the basic models, Eicher Motors offers over 85 models of ready-to-use custom-built vehicles for various specialized applications such as Ambulance, Troop Carriers, Mobile Service Vans, Garbage Compactors, Tippers, Cesspool Emptier, Water Tanker, Fire Tender amongst others. Adaptation of product specifications to suit local regulations and norms is an integral part of the process

Ambulance


Rear Drop Tipper

Fire Tender

Garbage Tipper

Dumper Placer


Twin Dumper Placer

Troop Carrier

Water Tanker

Product Range:


Eicher 10.75

Eicher Jumbo 20.16

Eicher 10.50

Eicher 10.59


Eicher 10.90

Eicher 11.10

Eicher Galaxy 30.25


HOW PRODUCTS AND SERVICES OF EICHER MOTORS AFFECTS THE CONSUMER SATISFACTION.

Service & Maintenance

Eicher Service - Available Anywhere, Anytime

Eicher has an extensive service reach and no matter where you are, Eicher Service is never too far away. Eicher provides its customers the benefit of extensive sales and service network, customised solutions and an efficient cost of ownership. Our manufacturing capabilities are backed by a sales and service network of over 935 Contact Points across India and over 6500 private mechanics trained by Eicher ensuring that your vehicle is in safe hands.

Service Initiatives

Eicher Genuine Spares – available across all Eicher authorised representatives, service centers, spare’s distributors, satellite service outlets and retail outlets

A Strong and wide service and spares network.

Grass- root level penetration through training to popular local mechanics, currently numbering over 6500 throughout India.

Fully equipped modern workshops for quick and quality service.


Driver training for drivers to impart safe driving skills and to enhance fuel efficiency.

Regular Free check-up and service camps

Regular customer meets and contacts

A Comprehensive Service Audit System, which oversees the physical infrastructure and service quality of Eicher service network

Extensive participation in the local mela, loan/exchange mela.

Highway check-up campaigns.

Mobile Spares & Service van and Recovery & Tow trucks available at various dealerships

Eicher Motors is the first company in the Commercial Vehicle industry to introduce warranty operation through Electronic Media.

24 Hours Eicher on Road Service available

Service units - Engine, Transmission, Differential etc. are available at Eicher Service setups.

Unique cash less motor vehicle policy in case of accidents.

‘Freedom’ – Attractive annual maintenance contract.

4. RESEARCH OBJECTIVE:


The objective of the study of customer satisfaction study is to help EML in understanding the needs of the company better. Eicher Motors Limited has always endeavor to provide the best of products and services to valued customers.

5. METHODOLOGY :

DATA COLLECTION INSTRUMENT : Our data collection method is interrogative/communication study in form

of “Personal Interviews” through questionnaire survey.

SAMPLING METHOD: Sample size for the EICHER was covering range of people from low

transport company to big companies. Information of customer is got through the EICHER DEALERS. Sample area is DELHI and NCR regions related to DELHI.

SAMPLE DESCRIPTION: Primary Data is collected from Questionnaire survey. Secondary data is collected from internet and journals.

DATA ANALYSIS METHOD: Variables are developed to capture respodent feelings and emotions with respect to their attitude towards EICHER MOTORS products and services.

SCALING TECHNIQUE :

Scale of 1 to 5 rating is used in which1. Extremely dissatisfied.2. Dissatisfied3. Neither satisfy nor dissatisfy4. Satisfy5. Extremely satisfy

6. FINDINGS AND ANALYSIS:

Majority of the customers were quite satisfied with the:

- Eicher Light Commercial Vehicles, - Prices of LCVs,

- Showroom experience with dealers, - Servicing of LCVs,et

Further, the study highlights the following drawbacks:


- Customers were quite upset with the HCV MOTORS. - Servicing of HCVs is below par,

- Spare parts are not available easily and customers were compelled to wait.

- Mechanics handling HCVs lacked skills and expertise. - Workshop are not in center of city, they are in far off areas.

- Prices of spare parts are very high as compare to competitors like Tata and Ashok Leyland,

- The product life of the vehicle is very less, - The strength of the cabin body is miserable,it’s just like a flying coffin,

- Safety worthiness of Eicher vehicles are very low, and - Other value added services of the company are merely available at few selected places. - Consumer are less aware of extra facilities provided by company.

7. CUSTOMERS SATISFACTION: -

“ Satisfaction is the level of persons felt state resulting form comparing from comparing a product perceived performance in relation to persons expectations”.

Thus satisfaction level is a function of the difference between perceived performance and expectations. A customer could experience one of their Broad levels of satisfaction.

a. It performance falls short of expectations the customers to dissatisfied.

b. It performance matches the expectations the customers is satisfied.

c. If performance exceeds the expectations the customer is Highly Satisfied.

For customer centered companies customers satisfaction is both a goal and a marketing tool.

Following are the methods of tracing and measuring customer’s satisfaction.

a. Complain & suggestion system.


b. Customer’s satisfaction surveys.c. Lost customer analysis.

The questioner was given by Gallup organization itself and we have to fill up it by the Help of Dealers & Customers. Dealers database is provided by Gallup itself & we have to do the hunting of the customers in any of the places.

After completing the targeted questioner I found that: -

Satisfaction Level of customers for Eicher Dealers


Satisfaction Level of customer for Eicher


Brand Loyalty


What Customers like most in Eicher?

8. RECOMMENDATIONS :


Quality of HCV should improve.

Spare parts should be made more easily available.

Product quality and its life should improve.

Competition level is very high so company should focus on marketing.

Services centers should increase and should be in center and approcable place.

Try to push sales of HCV.

Value added facilities like Eicher On Road (EOS), night service, fleet software, etc. should be made available everywhere.

9. CONCLUSION:

HERE The Gallup Organization offers performance management solutions, development programs, and publications that help organizations and individuals capitalize on talent to increase productivity and effectiveness.

The Gallup Organization offers performance management solutions, development programs, and publications that help organizations and individuals capitalize on talent to increase productivity and effectiveness.

The Gallup Path This innovative program provides Human Sigma strategies that executives and managers can use to emotionally engage their workforces and customers and maximize their organizations' bottom-line results.

On my project of CE11 what I found was that most of the customers’ Where highly satisfied with product provided by EICHER.

HDFC STANDARD LIFE INSURANCE COMPANYPROJECT


1. INTRODUCTION:

ABOUT THE COMPANY:

The Housing Development Finance Corporation Limited (HDFC) was amongst the first to receive an 'in principle' approval from the Reserve Bank of India (RBI) to set up a bank in the private sector, as part of the RBI's liberalisation of the Indian Banking Industry in 1994. The bank was incorporated in August 1994 in the name of 'HDFC Bank Limited', with its registered office in Mumbai, India. HDFC Bank commenced operations as a Scheduled Commercial Bank in January 1995.

HDFC Standard Life Insurance: HDFC Standard Life Insurance Co. Ltd. is a joint venture between HDFC Ltd., India’s largest housing finance institution and Standard Life Assurance Company, Europe’s largest mutual life company. Incorporated on 14th August 2000, it was the first life company to be granted a certificate of registration by the IRDA on the 23rd of October 2000. HDFC Standard Life Insurance Company Ltd. is one of India’s leading private life insurance companies, which offers a range of individual and group insurance solutions.

HDFC Standard Life Insurance is one of the leading private life insurance companies. The company generated premium from new business of Rs. 486 Cr in 2004-05, registering a year-on-year growth of over 132%. The total premium income (including renewal premium) grew by 130% to touch a figure of Rs. 687 Crores. The company also achieved a major milestone during the financial year by crossing a Sum Assured figure of Rs. 30,000 Cr

REPORT ON ANALYSIS OF SMALL SHARE INSURERS IN INDIA FOR YEAR 2004-2005


SMALL SHARE

LIFE INSURERS IN INDIA 2004/2005

FIRST YEAR PREMIUM(RS BN) MARKET SHARE(%)

ICICI PRUDIENTIAL LIFE INSURANCE 7.5 4.0

BIRLA SUN LIFE 4.5 2.4

HDFC STANDARD 2.1 1.1

SBI LIFE 2.0 1.0

TATA AIG 1.8 1.0

ALLIANCE BAJAJ 1.8 1.0

MAX NEW YORK 1.3 0.7

OM KOTAK 1.3 0.7

AVIVA 0.8 0.4

ING VYSYA 0.7 0.4

AMP SANMAR 0.3 0.1

MET LIFE 0.2 0.1

TOTAL FOR PRIVATE INSURERS 24.3 13.0

LIFE INSURANCE CORPORATION OF INDIA 162.8 87.0

TOTAL 187.1 100

KEY STRENGTH OF THE COMPANY:

Financial Expertise and range of solution:

As a joint venture of leading financial services groups, HDFC Standard Life has the financial expertise required to manage your long-term investments safely and efficiently. And have a range of solution, which can be easily customized to specific needs

Customer Service:


Customer satisfaction is major tool and aim for HDFC to run more competitively and longly to serve its customers more beneficial.

PERFORMANCE:

Our cumulative premium income, including the first year premiums and renewal premiums is Rs. 1532.21 Crores Apr-Mar 2005 - 06.

HDFC covered over 1.6 million individuals out of which over 5,00,000 lives have been covered through our group business tie-ups.

2. STATEMENT OF PROBLEM : HDFC SLIC has given market survey to GALLUP INDIA PVT. LTD to analyze about their market share and to know their customer feedback and customer satisfaction for better customer relationship along with competitive analysis.

WHAT IS CUSTOMER SATISFACTION LEVEL TOWARDS HDFC AND OTHER COMPETITOR PRODUCT AND SERVICES?

3. RESEARCH OBJECTIVE :

To know and analyze customer satisfaction about their product and services offered.

To know and analyze their retailer and alternate channels knowledge level and customer feedback about them.

Also to know their competitor’s position in market in relation to their products. 4. METHODOLOGY :

DATA COLLECTION INSTRUMENT :

Our data collection method is interrogative/communication study in form of “Personal Interviews” through questionnaire survey.

SAMPLING METHOD: Sample size for the HDFC customer engagement was coverying range

of people in varied region. Information of customer is got through the HDFC SLIC. Competitor sample was booster but around areas of HDFC

CUSTOMERS. Sample area is DELHI and NCR regions related to DELHI.


SAMPLE DESCRIPTION: Primary Data is collected from Questionnaire survey. Secondary data is collected from internet and journals.

DATA ANALYSIS METHOD: Variables are developed to capture respodent feelings and emotions with respect to their attitude towards HDFC SLIC products and services.

SCALING TECHNIQUE :



Customer are overall satisfied with the product offered to them. Dealers knowledge level is good but they contact less after selling of policy. Company image is good but company direct contact with the customers are

less. Customer has less or no awareness about the website and call center. Customer has less problems but when problem arises customers are less aware

about the place to contact and sometimes problem resolution take time. Overall customer has less knowledge about the insurance products. They just

have policy as they want to invest. Customer don’t know how there investment will grow and what is procedure of

it. All other insurance companies like ICICI PRUDENTIAL,BAJAJ

ALLIANCE,MAX NEW YORK etc. all provide the same services and there is no major difference between them. But LIC is most popular.


Agent should contact more with customers after giving them policy. Company should interact directly with customers time to time to resolve their

problems (if any) and to increase their customer relationship. Full knowledge should be provided to customers about their premium payment

and how there investment will grow. Efforts to increase awareness about website and call centers through

advertisements and by giving information personally or by letter, phone call to use this facility.

Opening offices in residential areas. Problem should be resolved timely.


7. CONCLUSION:

As the insurance segment is increasing, HDFC has turned to have great future. The reputation of the company ( HDFC) is very good in the mind of customers. HDFC polices and other insurance companies are taken as the same by the customers. The company has good agent and officers aligned with them who provides good assistance to customers but the company’s direct contact is very less. Customers awareness about the company’s services of website and call center is not very popular among customers.communication of letters, reminders is good and customers are satisfied with it. Some customers are not satisfied with the agent and not have enough knowledge about there investment growth.

VOLTAS PROJECT

India's premier air conditioning and engineering services provider

1. ABOUT THE COMPANY :

Voltas offers engineering solutions for a wide spectrum of industries in areas such as heating, ventilation and air conditioning, refrigeration, electro-mechanical projects, textile machinery, machine tools, mining and construction equipment, materials handling, water management, building management systems, indoor air quality and chemicals. The Company's strengths lie principally in the design and manufacture of industrial equipment; management and execution of air conditioning and public works projects; sourcing, installation and servicing of technology-based systems; and representation of global technology leaders, serving diverse industrial sectors and applications. The Company has ISO 9001 - 2000 standards certification in this business, and has successfully undertaken and executed project works in the Middle East, Far East and South East Asia, CIS countries and Africa.

OPERATIONS:

Voltas' operations have been organized into four independent business-specific clusters. Each of these has its own facilities for market coverage and service to customers.


1. Electro-Mechanical Projects & Services Air Conditioning & Refrigeration Electrical, Mechanical & HVAC Solutions (International) Water Management & Treatment

2. Engineering Agency & Services Textile Machinery Mining & Construction Equipment Machine Tools Materials Handling Solutions

3. Unitary Cooling Products for Comfort & Commercial Use Cooling Appliances Commercial Refrigeration

4. Others Chemicals Trading

2. STATEMENT OF PROBLEM: VOLTAS has given market survey to GALLUP INDIA PVT. LTD to analyze about their market share and to know their customer feedback and customer satisfaction for better customer relationship along with competitive analysis.

WHAT DID THE CUSTOMER EXPERIENCE WITH VOLTAS.

3. RESEARCH OBJECTIVE :

The objective of this project is to endeavor and provide the best products and services to its customers.

4. METHODOLOGY :

DATA COLLECTION INSTRUMENT : Our data collection method is interrogative/communication study in form

of “Personal Interviews” through questionnaire survey.

SAMPLING METHOD: Sample size for the VOLTAS was covering range of people from

residential consumers to industrial users. Booster survey was done. Sample area is DELHI and NCR regions related to DELHI.

SAMPLE DESCRIPTION:


Primary Data is collected from Questionnaire survey. Secondary data is collected from internet and journals.

DATA ANALYSIS METHOD: Variables are developed to capture respondent feelings and emotions with respect to their attitude towards VOLTAS products and services.

SCALING TECHNIQUE :



Customers are satisfied with:

- Voltas products, - Prices, - Quality, - Product features, - Of being Indian product, - Product life, - User-friendly operation, etc.

But we have found some drawbacks personally:

- Flow of water due to absence of outlet, - Not a product liked by brand conscious customers, - Many respondents haven’t seen the advertisements due to unavailability of time. - Customers do not know the operational functions, - Ambiguity about the number of years of warranty, and - High installation taken by the dealers in collusion.


Outlet pipe should be modified. Customers should be given a free live demonstration about functional

operations. Sky-high installation charges should be reduce. The company should keep in mind about the brand conscious customers.


7. CONCLUSION:

Looking at the experience of the Voltas customers, it was found that they were quite satisfied with the prices; ease of functional operations and of being an Indian company. The have given a thums up to the company for its products and services. The only problem with them is the expensive installation charges as demanded by the dealers and ambiguity about the number of years of warranty. Some problems are faced by the customers regarding difficulty in functional operations and oozing out of water due to absence of outlet. Still, the customers are happy with Voltas products and services.

LEARNINGS FROM THE PROJECT

Though my work basically required taking interviews, but that was just not the end to my knowledge. The tiresome traveling by bus, often not getting to the location correctly, taking into the obnoxious heat had something in store for me;

The project helped me to understand the customer requirements. Not only had that it molded me to reach to the exact thoughts and requirements of the respondents. Meeting managers, Major Generals, Directors, Chief Marshals and learning to know about them, their work and responsibilities instilled into me knowledge that I was so unaware of. Eicher Motors project envisioned me to look into life in a very different manner. What we see, what we know or are given to know are often so very contradictory to the actualities .we interprete things on the very way that is given to us. But once in the vicinity of the real world and work, its true that all glitters are not gold. Something’s like presentation of self, managerial behavior, discipline, pride in work, punctuality are some very important factors which I came to learn from my experiences with Gallup. Though taking appointments is a small issue when said, but even somewhere there requires a strength and flexibility and of course an amount of patience too. Interviewing the respondents\is however a very novel experience of my life. I messed up once but through that I have learnt to gauge at the different openings of what an live job can give to you.


While dealing with Eicher I also had the opportunity to understand various facets of a supply chain and assembly line. In one such case I was permitted to visit the assembly line of Honda.

Eicher Motors project helped me and allowed me to the real working life. The hardships and toil, something very unfamiliar till yesterday has today become a parcel of life.

It was different experience as customer of all the projects are highly different and has different opinions. I thank GALLUP for giving me that opportunity for meeting different people.

REFERENCES

Journals:

Gallup journals.

Books:

Donald R. Cooper, Pamela S. Schindler(2003), “ Business Research Methods”,Tata McGraw-Hill.

Roger D. Blackwell, Paul W. Miniard, James F. Engel(2001), “ Consumer Behavior”, Vikas Publishing House.

Websites:

www.gallup.co.in

www.hdfc.com

www.voltasindia.com

http://www.voltasindia.com/

http://www.hdfc.com/

http://www.gallup.co.in/


http://trucks.eicherworld.com

http://trucks.eicherworld.com/

Documents

Project on Eicher Motors by Dharamveer Prasad