ACKNOWLEDGEMENT

This study is not the work of individual but a number of persons who directly or indirectly helped me in its preparation. So, I wish to express great fullness to all those who have helped & assisted use in given final shape to this report.

First of all, I would like to express my deep sense of gratitude to my Coordinator MR. M.I.HASAN for his affectionate guidance all along the period of my study in the institute. Which I extracted from his inspirational speech delivered on some occasion.

I am deeply indebted to my guide Mr. M.P.SINGH, Dept. of Business Management, Magadh University for his kind advice, encouragement, support & proper guidance during the course of preparation of this report.

I wish to express my deep sense of gratitude to MR. PAWAN KUMAR SINGH, Territory Finance Manager, Escort Ltd, Area office GAYA for his tremendous support in mastering fact & figures. Really he had been torch during the period of my work for me.

Last but not least, most of all gratitude & honour assure to my parent, guardian, staff & all my friends for their unfailing and support during exhausting period of this work. No words can express my feelings for them and for sacrifices they have made.

JYOTI PUNJ PRAKASH

PREFACE

In the partial fulfilment of the requirement for the award of B.B.M from Magadh University. A student has to undergo vocational training for 30 days in any business organisation. For a student of professional course like B.B.M actual hand on experience in an appropriate market environment is essential before their training could be considered complete.

I had an opportunity to undergo thirty days training through a survey on the proposition “THE STUDY OF ORGANISATIONAL STRUCTURE & CUSTOMER SATISFACTION SURVEY ’’

I have tried my best to bring out as much as relevant matter as I could and analyse all my research by applying the most suitable techniques.

So, keeping in mind the above things, I have carried out a brief summary amongst Indian citizens.

I have also tried my best to give suggestions bagged on my survey which will have a long impact as well.

JYOTI PUNJ PRAKASH

Contents

CHAPTER particular page no.

1. SYPNOSIS 1-6 OBJECTIVES OF THE STUDY SCOPE OF THE STUDY METHODOLOGY LIMITATION OF THE STUDY

2. INTRODUCTION 7-23 TRACTOR INDUSTRY KEY INDIAN PLAYER PEST ANALYSIS POTER’S 5 FORCES ANALYSIS

3. LITERATURE REVIEW 24-26

4. COMPANY PROFILE 27-53 INTRODUCTION HISTORICAL BACKGROUND FIVE DECADE OF ENGINEERING

CHANGE INDUSTRIAL PROFILE GLOBAL SCENARIO INDIAN SCENARIO SERVICES & PRODUCTS

5.. ORGANISATIONAL DESIGN 54-61

6. LEVEL FUNCTION AND PROCESS 62-71

7. CUSTOMER SATISFACTION SURVEY 72-74 OF ESCORT LTD.

8. DATA ANALYSIS & INTERPRETATION 75-85

9. CONCLUSION & SUGGESTION 86-88

10. QUESTIONNAIRE 89-91

11. BIBLIOGRAPHY 92-93