Project Report On

A STUDY OF MARKETING STRATEGY OF FERROALLOYS

IN MAHARASHTRA ELEKTROSMELT LIMITED (MEL)

Subsidiary of SAIL(Steel Authority of India Ltd)

A PROJECT REPORT SUBMITTED IN PARTIAL FULFILMENT FOR AWARD OF THE

MBA

SUBMITTED BY

AMIT WANDHARE

Institute of Science, Poona’sINSTITUTE OF BUSINESS MANAGEMENT AND RESEARCH

(2009-2011)

DECLARATION

I am Amit Wandhare hereby declare that this Project Report

submitted by me to the Department of Institute Of Business Management

and research is a bonafide work undertaken by me and it is not submitted to

any other University or Institution for the award of any Degree / Diploma /

Certificate or published any time before.

(Amit Wandhare)

Signature of the Student

Date:

Place:

Executive Summary

The project entitled “A Study of Marketing Strategy of Ferro Alloys” from Maharashtra Elektrosmelt Limited (MEL) subsidiary unit of SAIL Steel Authority of India Ltd. (Govt. of India) has been prepared in partial fulfillment of MBA degree awarded by Institute of Business Management and Research, Wakad, Pune.

Elektrosmelt Limited manufactures various types of Ferro Alloys. These Ferro Alloys are used by:

1. Steel Industry

2. Foundries

The reason for carrying out survey was to know the potential of

Ferro Alloys market all over India. If production is doubled what would be the potential

of Ferro Alloys.

MEL is a subsidiary of SAIL [ Steel Authority Of India Ltd, a govt

of India ]

Enterprises and the largest manganese based ferroalloys producers in the country.

The broad objective of the project is to study the customers satisfaction of MEL

[Maharashtra Elektrosmelt Ltd.] to the various industrial customers. MEL provides the

material on the basis of agreement and surplus. It provides raw material for the various

steel plants. The main focus is on the raw material which was originally bought from the

SAIL industries and making it into semi-finished product for further production in the

SAIL industries and various steel plants.

This training has given me enough opportunity to brush my

various skills and it also help a lot to practically implement the theoretical knowledge.

Each and everyday of a training in MEL [Maharashtra Elektrosmelt Ltd] was a learning

experience for me. I had experienced both success and failure. Success acted as an

encouragement to fight against all the odds, each mistakes and failure bought with itself

the lesson to learn and never repeat the act.

INTRODUCTION

MAHARASHTRA ELEKTROSMELT LIMITED

MEL is situated in Chandrapur district of Maharashtra state. MEL is incorporated in year of 1974. MEL subsidiary unit of SAIL Steel Authority of India Ltd. (Govt. of India) This Enterprises & the largest Manganese based Ferro alloy producer in the country. State Industries & Investment Corporation of Vidharbha Govt. of Maharashtra undertaking & promoted it.

The plant is situated 166 kms away from Nagpur. It is well connected by Rail & Road to major cities of India. MEL Ferroalloys complex has created direct employment for near 2000 people by supporting various ancillary industries. MEL is quickening to pace of industries of a region having abundant natural resources. The boom in the steel sector in last three years has already indicated the huge demand of the Ferro alloys. And now that the steel sector is quite stable but still it’s having more demand compared to what it was three years before. The major reason for it being development in various fields due to development in the economy. The Ferro alloys Based market in India is growing at a faster rate.

Major producer of Ferro Alloys in the Indian market are:

a) Maharashtra Elektrosmelt Limited (MEL)

b) Shriniwasa Ferro Alloys Ltd. Durgapur

c) M/s corporate Ispat Alloys Ltd. Durgapur

Various reasons for the growth in the demand of the Ferro

alloys in the few recent years can be given as follows:

The rising rate of growth of the GDP.

Rise in the purchasing power of people.

The need of development in the infrastructure.

Ever since it’s the market leader in the Ferro alloys Industry

But in the present scenario it’s facing tough competition in certain parts of India.

A stiff competition has lead MEL to undertake market research to find

out its position in terms of other competitors and find out various measures to increase its

market share.

Thus considering the above discussion this project work is of immense

importance to the company and has provided some important lines of act.

Since 1986-87 the growth in the production ferroalloys achieving almost

110% of capacity utilization .At international levels Techno- Economics parameters

comparable.MEL is committed to excellence in all spheres of its activities of its activities

with special emphasis on customer satisfaction.

MEL having made all reasonable inquiries, accepts responsibility for, and confirms that this Information Memorandum contains all information with regard to MEL which is material, that the information contained in the Information. Memorandum is true and correct in all material aspects and is not misleading in any material respect, that the opinions and intentions expressed herein are honestly held and that there are no other facts, the omission of which makes this Information Memorandum as a whole or any of such information or the expression of any such opinions or intentions misleading in any material respect.

REVIEW

OF

LITERATURE

Objective of the Research

1) To study various products range offered by MEL.

2) To study and understand the marketing strategy of MEL.

3) To study the customers satisfaction about rate and quality of MEL products.

4) To understand and study satisfaction level of industrial customers.

5) To study the logistic system provided by MEL.

REASEARCH METHODOLOGY

Research methodology is the process which helps in selecting the tools to

achieve the objectives. Methodology used in this research is the survey of the customers

who require Ferro alloys for mixing in their product.

Sources of data collection:

Primary data:

Data obtained from the first hand by the researcher is called the primary data.

Here the main source of primary data collection was interviews, discussion and

interaction with customers by using the Questionnaire.

Secondary data:

Secondary data refers to the data available in some form or another and may include the

result of the previously performed research or the available materials such as newspaper,

reports may be from the internet. Various sources of secondary data used in this research

are:

Internet

Interaction with the employee of the company

Intra web-site of MEL

The methodology consists of:

Need and objective of research

Collecting the facts/data

Analysis of the data.

Conclusion and solution.

RESEARCH DESIGN

After identifying problems and sources of data the next step is to prepare

a research design. It facilitates research to be efficient as possible yielding maximum

information.

Research Approach:

Survey method was used to collect data. List of existing customers were

provided by the company. Approach used was to take prior appointment of customers and

then meet them or in some cases meet the customers directly without appointment and

then fill up the questionnaire.

Research instrument:

It is a tool used to collect data from sample. A structured questionnaire

was used as research instrument in this project. A questionnaire consists of both close

ended and open ended question to make analysis easy and respondent to feel free to

answer the questions.

Sampling design:

A definite plan developed to obtain a sample from a given population

is called sampling plan.

Sampling procedure:

Judgmental sampling of all the customers as per the list provided by the

company was covered from various parts of India.

Sampling size: For customers: 7 customers

Sampling units: Sampling units were geographical. An industry and its employee

were considered as sampling unit.

ORGANIZATIONAL

PROFILE

MAHARASHTRA ELEKTROSMELT LIMITED

Subsidiary of SAIL

(Steel Authority of India Ltd)

TECHNOLOGY DEVELOPMENT

Technology Development in the field of ferroalloy & raw materials preparation has been made as follows:-

Production of low & medium carbon Ferro manganese through silico- thermic route.

Lime is produced for the use of paper industries as a part of diversification.

Predestining of raw material in binges with the use of furnace gases.

in order to censor energy automation of plant operation is done which all reduced the power cost substantially.

All the product and process of MEL of ISO standard because of ISO 9001:2000 certification to the whole company.

A 100 TPD high pressure sinter plant was installed with active association of R & D center fir Iron & steel SAIL. Ranchi for gainful utilization of manganese ore. It is a first plant of its kind in the world.

PERFORMANCE

Since 1986-87 the growth in the production ferroalloys achieving almost 110% of capacity utilization.

At international levels Techno- Economics parameters comparable. MEL is committed to excellence in all spheres of its activities of its activities with

special emphasis on customer satisfaction.

PERSONAL DEPARTMENT

Personal management may be defined as “Planning, Organizing, Directing, controlling of resources & maintenance of employees for the purpose of contributes the organizing grades.”

Objective of the personal department is to achieve the objective of the organization. For this purpose they make proper planning, Directing, controlling of resources & maintenance of employees for the purpose of contributes the organizing grades.

OBJECTIVES & FUNCTIONS:-

Maintaining employee’s safety.

Maintaining employee’s health.

Maintaining employee’s services activities.

Procurement & maintenance of adequate work force.

Maintains the positive attitude of the employee towards his work & work environment.

PURCHASE

PURCHASE PROCESS:-

The organization shall insure that purchase requirement the type & extent of control applied to the supplies & the purchase product on shall be dependent upon the effect of purchased product realization on the final product. According to organization requirement shall fully verified the supplies & select the best quality & supplies product to them & criteria for selecting evaluation reevaluation shall be established record of the results of evaluation & any necessary action arisen for evaluation shall be maintained.

PURCHASING INFORMATION:-

Purchasing information shall be describe the product to be purchased including appropriate where:-

a) Requirement for approval of product procedure process & equipment.b) Requirement for qualification of personal.c) Quality management system requirement period to maintain

communication main supplies.

VERIFICATION OF PURCHASE PRODUCT:-

The organization make a view on purchase in such a way that materials must fulfill the requirements i.e. it is totally necessary for the company. The various requirements are of stores raw material yard modification operation finances marketing.

The purchase department divided in to two types

1) Raw material immurement

2) Stores & spares are further divided in to –a) Mechanical typeb) Machinery part

Material Purchase By Tendering Process:-

The main method of purchase is tendering in which all tenders are different in nature.

A) 1. Open tender2. Limited tender3. Single tender

B) Cash purchase

C) Rate contract

1) Open tender is for all supplies through advertisement.2) Limited tender is used whenever there are all limited supplies.3) Single tender is used when single supplier is available.4) Cash purchase system is used whenever there is emergency.5) Rate contract is used for a continuous supply of material.

PPC DEPARTMENT

(PRODUCTION PLANNING & CONTROL DEPARTMENT)

Production Planning and Control Department operates around the clock in this shift with a line manager in each shift. To keep a track of all operational activities in production main tender raw material yard product handling dispatch and activities of other associated departments are the function in this Production Planning and Control Department.

It serves as an important communication link between the line manager and working in different department then in sectional anchorage. All the information about product is gathered in Production Planning and Control Department. The Company production of different grades of Ferro alloys was as under Material 2008-2009

(MT)2007-2008(MT)

High carbon Ferro Manganese 64584

56319

Silico Manganese37640 50371

Medium carbon Ferro Manganese 1941

373

Company had to operate furnace-ll for ten months for Silico Manganese production. In order to meet enhanced demand for SAIL Plants. Furnace-I was operated for producing Ferro Manganese for twelve months and Furnace-ll for two months for production Ferro Manganese.

GENERAL STORES & WEIGH BRIDGE

General store is the most important of any organization any industries circumstances. It performs the vital role in the organization. There is function for storing of spree consumable & refectories. Total 13054 items are record in store master list which are divided into 32 groups & maintain stock card fir each item. Store process prices on computer.

General store department prepared inventory report summary GroupWise & detail & submit according to department.After PSV store prepare following report.

1) Non moving item list 2) ABC category analysis 3) Idle asset list 4) Insurance item list

Store department maintains 109 items out of 13054 as AP items. Which are fast consumable? Store department controls the stock of AP items. Store department is processing the purchase indent (PI) on annual requirement basis for procurement of AP (automatic procured) items.

NON AUTOMATIC PROCUREMENT (NON AP):-

Non AP items which are as & when required basis for the procurement of non AP items user department raise the PI when they require the materials & the same process through indent screening committee (ISC). THIS Non AP & PI also forward to the purchase department after approval of ISC.

RECEIPT & STORAGE

The copy of purchase order is received from purchase department. Store collect the material from transporter goes down railways by post & parasol by hand delivery etc.

When the entire material in the MEL premises security department Material Inward Note (MIN) for each item.

If the material found satisfactory then related documents are sent for the preparation for Good Receipt Note (GRN) which is prepared in four copies.

After preparing GRN they intimate to use department to carry out information of receiving material (receipt section forward the original).

Receipt section forward the original copy of GRN to according department for the payment of material. Second copy forward to purchases third department for storing of material & fourth is book copy.

If the material is rejected then matter is take up with the purchase department and material handed over to supplier.

SAFETY

Steel Authority of India limited (SAIL); Maharashtra Elekrosmelt Ltd. (MEL) is committed to

1) The safety of its employed & people associated with it including those living its neighborhood.

2) Pursue the safety effect is sustained & consistent way by establishing safety goods demanding accountability for safety. Performance & providing the resources to make safety program work. These are mainly four types of accidents.

1) Reportable Accidents:-

In the working various accidents all ought to be happened these repairable accidents which are report to concerned authorities. These accidents should be reported to factor inspection with person. These are allowances to the incised person along with leave compensation.

2) Non reportable Accidents:-

These accidents may not be reported to the above authority. The factory Inspector & the concerned department, themselves take care of injured person. These are dispensary allowances & leave compilation.

3) First Aid Accidents:-

These are net server accidents. These accidents are mainly the basic preventive measure like dressing, injection etc. There is no level of compulsion.

4) Dangerous Occurrence:-

When huge calamities occur in the production routine then these calamities are known as dangerous occurrence. This type of accident is conceded with the production & because of this the production loss takes place. If during this any human calamities occurs the are traced in one of the above category

Functions of Safety Department:

a) Accidents prevention, control reporting analysis.b) To organize the program for publicity, training, education, semester ,

workshop campaign & social drives.c) To ensure use if appropriate personal equipment by all employees.d) Lateral coordinating and liaison with HOS environmental management

fire service and station statutory authorities.e) Collect complaint and report all information & static pertaining to safety

& accident to corporate safety organization regularly and in time.

AUTO DEPARTMENT

Auto Department or Transportation Department plays very important role in dusky. The transportation is done by various ways for various products in furnace (HCFeMn, SiMn, LC/MC FeMn). The various ways of transportation is dumper, truck, trains etc.

Production of various materials carried out in the furnace. After trapping and cooling material loaded in to dumper with the help of crane because the material after production is having very high temperature. So handling the line hot material a special type of dumper line with refractory material is used. These materials are broken in proper size as per requirement. This material is transported to the different steel industries by Truck & Railways.

Transport department carries out all the maintenance of this material transformation devices and also supplies the raw material required for the production For Example: - HCFeMn, SiMn, LC/MC FeMn.

The these finished goods are supplied to different mines like Balaghat Sandure, Anant, Aishwarya etc. by Truck & Railways.

FINANCE

During the year the Company has achieved a turnover of Rs. 396.41crores (including conversion income of Rs. 290.79 crores) as compared to Rs. 291.54 crores (including conversion income of Rs.241.80 crores) in the previous year. The Company has achieved an improved performance in terms of financial results and earned a net profit (before tax) of Rs. 55.87 crores despite the increase in power tariff and employee’s remuneration and benefits. The financial results are as summarized below:

2008-2009

(Rs.in crores)

2007-2008

(Rs.in crores)

Turnover (Gross)

396.41 291.54

Operating Profit/Loss (-)

57.89 30.07

Interest

0.11 0.16

Depreciation

1.91 1.70

Net Profit/Loss(-) before Tax 55.87 28.21

Income Tax Provision

19.55 9.71

Net Profit/Loss(-) after Tax

36.32 18.50

Proposed Dividend 7.44 4.80

Tax on Proposed dividend

1.26 0.82

Considering the consistency in performance of the Company, the Directors have recommended dividend @ 31% of net profit subject to approval of the Shareholders. A sum of Rs.3.65 crores has been transferred to the General Reserve during the year.

ELECTRICAL OR POWER DEPARTMENT

Mainly in production process electricity as main raw parameter. In MEL all production process electricity is required. The major electric power is required for the production purpose. Near about 63-65% of the cost of production is required for the electricity supply.

MEL takes this supply from the MSEB. In last 3 years MEL itself generates the power electricity of 4.2 MW by using carbon monoxide as a main fuel source which generates during production process in MEL. But it is not enough capacity for the production process it is only used for the other factory requirement. This power plant is steam based power plant. For the generation of steam well used waste gas is required which is carbon monoxide (co). Co is the main parameter of power generation. The electricity generated power plant is directly supplied to the plant. This electric power is synchronized with the supply of MSEB and supplies to the production plant.

WORKSHOP

Workshop is the department where all the mechanical operations are performed & mainly it consists of mechanical accessories such as Drilling Machine etc.

The main function of this department is the production of electrode. Following Machines are used in the workshop.

1. HMT lathe Machine: for rounding the larger job.2. Kirloskar lathe Machine: - for rounding the smaller job.3. Drilling Machine: - for the purpose of drilling the job.4. Grinder: - for finishing the job.5. Punching Machine: - for punching the shut.6. Bending Machine: - for bending the sheet at required angle.7. Rolling Machine: to give round shape to the sheet.8. Milling Machine: - for all type of gear cutting.

Electrode Casing Specification

Height - 1200mm

Diameter - 1.5mm

Angle between ribs - 25.7

No. of ribs - 270kg

FURNACE OPERATION

In MEL there are two type of furnace which is used for production.

1. SAF: - Submerged Arc Furnace (two in no.)2. EAF :- Electric Arc Furnace

SAF: - it is used for the production of HCFeMn & SiMn. EAF: - it is used for the production of LCFeMn.

OPERATION:-

The raw material is transferred to the bunker house from the ground hopper. After completing the screening, crushing operation in bunkers house it is transferred to the furnace bins.

There are two type of SAF, SAF-1 & SAF-2. There are 8 bins & 3 electrodes in SAF & supply is provided. The raw material from the bins is the inject in to the furnace where the electrodes are merged. Hence this furnace is called arc furnace. The 22MW power is consumed by the electrode in an arc furnace & its temperature is near about 1700-2000 0 C. The raw material is converted in molten state. Hence for one tapping process it takes minimum two hours.

The coke is used in this process as a reducing agent, here the reduction reaction takes place & in this reaction Co gas is produced. This gas is well used in the production of electricity for other uses of MEL in power plant which is across 4.2MW in MEL. In power plant sintering & lime kiln is lesser than that of molten material so the slag floats on the top can be recovered. After the cooling process material is transferred to PH yard. The furnace generates very large heat. So it is cool by flowing the cold water through the pump which covers the furnace.

SINTERING PLANT

Sintering Process:-

Sintering processes are mostly vacuum sintering in nature where vacuum is applied below raw material sinter bed.

In Sintering processes compressed air is applied on the top bed and the section is created at the bottom.

Sinter Plant in MEL

The 100 TPD high pressure Sinter plant at MEL comprises as main unit as below:-

1. Raw Material2. Crushing 3. Screening and Storing4. Raw Material Proportioning & Mixing5. Sintering 6. Sinter Discharging7. Cooling and Dispatch System

The main raw material like Mn ore fines, lime stone and coke breeze are taken from the ground hopper for crushing and after crushing Screening and Proportioning take place then the material is fed to the drum. The mixed material is utilized for sintering.

OPERATING PROCESS OF PLANT

1. Raw material receiving & Storing:

In sintering raw material required are Mn ore fines, coke breeze & lime stone. The control panel operator has to select the material loaded in ground hopper through selected switch.

2. Crushing, Screening and Storing:-

The material stored in hopper and to be crushed, screened and stored in bins.

3. Proportioning & Storing:-

Proportioning & mixing of raw material is carried out through control panel. In this mixing water is also added to raw material. The final mixes product is stored in surge bins.

4. Sintering :-

For sintering process major activities are performed are

a. Charging of earth level & sinter raw mix in sinter pot.b. Ignition & sintering raw mix. c. Dispatching of sinter cake.

5. Discharging, Crushing & cooling of sinter cake:-

All the operation of sinter dispatch section is being controlled from control panel. The sinter dispatch operation cannot be started if the return sinters proportioning bin indicator high level of material in it.

LABORATORY

In this department quantitative & qualitative analysis of raw material is calculated. It performs the screen analysis & sample testing for sample preparation.

SCOPE:-a) Analysis of raw material before use in production process.b) Product meant for dispatch.c) Jigged product screen analysis as per desired size.d) Raw material, product, metallic byproducts are required for the sample

preparation.e) Determination of moisture content of Mn ore & coke.f) Chemical analysis of FeSi production process.g) Chemical analysis of Fe Sio2 Al2 in Fe ore.h) Chemical analysis of CaO, MgO, SiO2 in limestone dolomite.i) Analysis of loss of ignition content in lime.

Lime Kiln:-

For the production of medium carbon FeMn the lime kiln produces lime from limestone which acts as raw material. MEL has two limes kiln one having the capacity of 7 tons per day and other having 4 tons per day. In kiln limestone is heated at 1000 0 c so the lime is produced.

SAFETY & HRD

In the area of industrial safety MEL has carried out a ‘Niche’ for itself as one of the safe industrial establishment in India & in the world. Innumerable step undertaken have culminated in winning many national &international awards such as Sword honor from British safety council UK certificate of mint from National safety council USA etc.

The total quality management concept was spearheaded with number quality circle & training of line manager at local, National & International level.

Utilization of Waste Products

Gainful utilization of waste product has been given prime importance to conserve valuable resources some of that are –

1. Bricks for construction are manufactured by utilizing granulated slag for the first time in the country.

2. Ferro manganese slag is utilized as manganese feed in production of silico manganese.

3. Granulated slag as stowing material in the mines.4. Manganese are foment are agglomerated to produce sinter & are used in SiMn

production.5. The fosses emanating from furnace are utilized as a face of roasting of manganese

ore, lime & in sintering plant thus replacing expensive furnace oil.6. Furnace waste gas is utilized in electric power plant.

Gas cleaning plants have been instituted in smelting furnaces that keeping the emission level well below the standard frame by pollution control board. MEL also developed the right ecological balance & the pollution under control.

CORPORATE PLAN MISSION

MEL has prepared an ambition of corporate plan for its grout till 2005 AD. Its mission is to develop & sustain as a leader in the field of Ferro alloys. Diversification in production of other value added special Ferro alloys, installation of Ferro alloys casting power machine is same of its corporate plans.

Production Offered By MEL:-

MEL produce the following manganese based Ferro alloys with the size ranges and chemical specification as detailed below:-

PRODUCT SIZE IN MM

CHEMICAL SPECIFICATION

Manganese Carbon Carbon Phosphorous

High Carbon Ferro Manganese

10-15040-10012-25

70-74 % and 74-78 % 6-8 % 1.5 % max 0.43 % max

Low Carbon Ferro Manganese

10-150 40-100

70-74 % and 74-78 % 1.5 % max 2 % max 0.4 % max

Low Carbon Ferro Manganese

10-15025-50

70-74 % and 74-78 % 1 - 3 % 2 % max 0.4 % max

Silico Manganese

10-15040-10012-25

60-65 % and 65 % Min 2 % max 15-20 % 0.35 % max

MARKETING

INTRODUCTION:

Marketing department performs the function of marketing scale of product & by product to sail & non sail customers.

Scope:

The organization under head of marketing is responsible for implement & maintenance of quality assurance system in the department.

Responsibility:

Marketing serves for getting the order.

Reasoning the customer & monitoring the delivery.

To organize customer sales service / customer meet.

To identify the training needs of the department executive/ staff & coordinate with top training.

Authority: Authorized for market survey for getting order.

Authorized to insure proper contact reviews & amendment as appropriate.

Authorized to organize customer sales service / customer meet.

Authorized for planning & coordination marketing SAIL to SAIL /Non

SAIL Customer.

MARKETING OF FERRO ALLOYSIN MEL

INTRODUCTION

Maharashtra Elektrosmelt Limited is the largest producer of Ferro alloys namely high carbon Ferro Manganese, Silico Manganese & Medium carbon FeMn. Out of total production 80% of their above products are sold to SAIL (Steel Authority of India Limited). Plants & remaining 20% i.e. near about 10% is sold in Non SAIL market or sometime exported. Apart from the above main products marketing department looks after sale of left out raw materials. Idle assets, stores, surplus items, scrape, coke by products etc. Ferro alloys market at present is no more a seller market. Looking into the ensuring Indigenous & International competitive market. Ferro alloy industry need to strive for its survival through affective cost control measures besides quality based production. The marketing strategy of MEL is to satisfy the requirements of its customers to maximize possible extent. i.e. both the SAIL, non SAIL market & the price of the products are also fixed on monthly basis for non SAIL customers. To evolve the non SAIL market & domestic market number of steps have been taken such as personnel visit to the buyer in various regions & also requirements from domestic market are analysed & according to open sale terms & conditions are executed. MEL also provides better customers to the maximum possible extent according to the requirements & quality. MEL products costlier as compared to the competitors but they are also giving the products of better quality. So demand of MEL products are likely to be stable in the market & MEL is ISO- 9000 certified company hence quality of products are assured. The marketing in MEL mainly aims to satisfy the customers & give feedback to its complaints.

PRODUCT MARKETED BY MEL MARKETING DEPARTMENT

MEL mainly deals in marketing of the Ferro alloys i. e. finished products which are used in the production of Steel in steel plants. But apart from the Ferro alloys MEL also deals with the marketing of by products & scrap obtained at the time of production.

1) FINISHED PRODUCT

a) High carbon Ferro Manganese (HCFeMn)

b) Medium carbon Ferro Manganese (MCFeMn)

c) Silico Manganese (SiMn)

2)BY PRODUCTS

a) Coke b) Fine Dust

c) High MnO slag d) Low MnO slag

e) Khad Wastef) Granulated Slagg) Scrap Scrap obtained during declining of furnace. Maintenance other form shut down units, other departmental unit wise yard, utility, Lime Kiln sintering plant etc. is disposed off through section.

PRODUCT RANGE OF THE COMPANY

High carbon Ferro Manganese (HCFeMn)

Medium carbon Ferro Manganese (MCFeMn)

Silico Manganese (SiMn)

Low carbon Ferro Manganese (HCFeMn)

High MnO slag & Low MnO slag

MN ore fines

MN ore Micro fines

Khad

Sludge

MARKETING STRUCTURE

CHIEF EXECUTIVEDIRECTOR

MARKETING STRATEGY

The marketing strategy is as follows:

CHIEF EXECUTIVEDIRECTOR

In-charge General Manager(Works)

General Manager(Finance)

Asst.General Manager (Marketing)

Manager(Marketing)

Staff

Price fixation of finished and by product for non-SAIL customer is being done on

1st of every month based on market review.

Then the price being communicated to all respective consumers by telephone, fax

or Email in every month.

Searching new buyer and sellers and contact to the regularly.

Matching the product to customer needs and desire.

Determining the optimum price.

Tendering is also carried out for marketing the finished product.

Analysis of sale.

MEL sales the ferroalloys to SAIL as per the regular contract.

The sale cum delivery order being issued by marketing department specifying the

term, condition, rules and regulations.

MARKETING ACTIVITIES

The marketing activity is very much important for proper utilization of marketing

strategy. Hence in MEL so many marketing activities are being carried out that are

given below.

Price fixation by the committee of management of every month

and also analyze the demand of the product. Then sales the product in the market by

tendering method and also direct sales procedure. Mainly the sales of ferroalloys

depend upon market of steel and hence it changes according to the market condition.

PRICE FIXATION OF PRODUCT AND BY-PRODUCT:

Price fixation undersized product, prime sized product, by-product,

cock etc is done in the following ways.

1) PRICE FIXATION BY MANAGEMENT:-

The price fixation is recommended by the committee consisting of

members of its department i.e. from marketing, financing, production and PH. The

market demand, production, quality of product, utility of products, market scenario and

price of the competitor is analyzed by committee members. Then price of product is

recommended for approval of competent authority.

2) PRICE FIXATION BY FLOATING ENQUIRIES:

If there is change over from one type of product to another then

there is necessary of floating enquiries. The price of product is fixed after the enquiries

of off grade material and price of such product.

3) PRICE FIXATION FOR THE PRODUCT GOING TO SAIL PLANTS:

The variation in production in-production cost revises the prices

and the price fixation is done by the negotiation between MEL ‘s marketing division

executives and SAIL’s commercial executive.

The SAIL commercial division places the purchase order annually and

subsequently the material scheduled is prepared and dispatched.

The agreement between the MEL and BSP will be carried out for the supply of

material to SAIL unit.

SALES TO THE SAIL UNITS

MEL is selling High Carbon Ferromanganese (HCFeMn) and

SilicoManganse (SiMn) of standard sized 40-100, 25-10 for HCFeMn and 25-50 for

SiMn as per the requirement of SAIL.

The material that is sold to SAIL plants based on agreement

between MEL and BSP who is main co-coordinator of the SAIL unit. BSP issues an

order to MEL as per the requirement of quality and size and then MEL receives the

product according to their requirement. The integrated steel plant of SAIL is as follows.

Bhilai steel plant (M.P.).

Bokaro steel plant (BIHAR).

Rourkela steel plant (ORISSA).

Durgapur steel plant (WEST

SALES TO NON-SAIL UNIT

The MEL supplies near about 10% of production to non-SAIL units. There are various

sources from which the market information is gathered. Some of them are listed below.

From Agent, Dealers and Stockiest.

Magazines and trade journals.

Purchase in the production unit.

Direct from the companies.

As per the information MEL fixes the prices on 1st of every month

through the pricing committee. The rates are displayed on the notice board and by the

way of communication to all respective consumers by telephone, fax or e-mail.

DISTIRBUTION OF FERROALLOYS IN MEL:

MEL is subsidiary unit of SAIL hence near about 90% production

of ferroalloys is supplied to the SAIL. The finished product obtained from furnace is

being undergone for crushing for getting the required size of the different ferroalloys

and their percentage of generation in given below :-

1. High Carbon Ferro Manganese ( HCFeMn ).

2. Low Medium carbon ferromanganese ( MC/ LCFeMn )

3. Silicomanganese ( SiMn )

So these are the distribution of Ferroalloys as far as depend on the

requirement of quality based products.

There are two types of tendering procedure for sale of product.

Open tender procedure.

Limited tender procedure.

Open tender :-

When the value of the product is much more i.e. above 5 cores and

it is felt that higher could be sought, company goes for open tender procedure. The

tender notice contain the type of material, prices, date of opening and closing of a

tender, quantity, security deposit are advertise in regional as well as national

newspaper. The tender have to pay the earnest money with her tender. The filled-in-

tender are then received from them in sealed envelopes and kept in the same till due

date. The tender have to bid the price of required material. There are two sealed

envelope taken. Then first one contains earnest money deposit and must be checked

first at due date in the presence of committee and the tender then the second envelop is

opened after taking the sign of any of the tendered and check the price bidding of every

tendered. Then issue tender of H1 price bidder by receiving the payment in advance of

the material and also the same procedure must be carried out in limited tender but the

material is to be sold in short time to some reliable customers.

The opening of tender is made by the committee constituted from

the members of finance yard and marketing department is appointed. The tender are

open on due date at the presence of tender.

Limited tender:-

Limited tendering procedure is followed when the material value is

less and it is to be sold in short time and some reliable customers are already known to

us. In such a case the tender are issued to the reliable customers and then tendering

procedure is followed.

SALES PROCEDURE IN MEL

The sale procedure of MEL is a very systematic i.e. the price

fixation of the product is done in every month by the committee of management.

DIRECT MARKETING:-

In direct marketing the consumer directly approaches issues the purchase order

to the marketing department. The purchase order includes product

specification, product size quantity required and price taxes etc.

After the receiving of purchasing order, the marketing executives advices the

PH department for keeping the material ready.

When the consumer satisfies about the required product specification then they

pay the total amount of the product. The total amount includes the cost of

product, sales tax and excise duty (if product is excisable).

Then the sale executives issues sales cum delivery order.

With the sales cum delivery order the consumer contacts to PH yard department

where they get delivery of material.

Then they have to arrange the transportation and outward gate pass from the

security office.

After having weighed the truck as carrier for its gross weight and fair weight

and match the net product quantity with that mention in the sales order.

With the submission of delivery advise note invoice copy at security office the

carriers are allowed to take out of company campus.

This is procedure for selling the product to non-SAIL parties and for the

SAIL unit the sales of product are taken place in the same way as per the contract.

CUSTOMER SERVICES

MEL mainly concentrates on the customer services. It does not

need any kind of advertisement or publicity for the marketing of the ferroalloys. Their

marketing is fully based on customers. The regular customers of the MEL approaches

to MEL for their requirement hence MEL is very much concentrating on providing

better customer services.

Every month the martial is offered to regular customers, who have

been associated with MEL for number of years only on account of quality, delivery and

service after sales. It is being ISO-2000 accredited unit the quality of material through

to the finished product.

MEL is following the two processes of evaluation of sales:-

a) Customer’s complaints.

b) Customer feedback.

Both these actions are being taken by MEL for better customer services procedure is as

follows:-

For corrective and preventive actions on customer complaints:

PURPOSES:

This procedure is to serve as reference documents for corrective

and preventive action on consumer’s complaints.

SCOPES:

Applicable to control pertaining to sales of product.

Review of customer’s verbal and written complaints and corrective and

preventive action to avoid recurrence.

Quality objectives.

Planning.

Responsibility for implementation and maintenance.

DETAILS:

A) Recording of customer complaints :

a) All the complaints recorded to product dispatches and relevant to SAIL

and non-SAIL plants. Traders export shall be received by head of

department.

b) Written or verbal complaints shall be recorded in registers.

c) Marketing department study the nature of department.

B) Customer complaint committee :

The committee of representative of all department is formed to find

out the solution on the complaints of the customers. The representative are from

following department.

a) HOD of central laboratory.

b) Section in charge FAD.

c) Section in charge product handling.

d) Section in charge marketing.

C) Procedure for resolving complaints :

a) Nature of complaints.

b) Identification of the problem.

c) Collection of relevant data.

d) Customer complaint committee discusses the detail about complaints.

e) Based upon recommendation HOD of customer complaints committee

shall arrange future course of action.

f) Details of action taken are registered in complaint register.

D) Criteria for resolving customer complaints :

Customer complaints will be treated as close by any of one criterion.

a) If the same customer approach for again purchase.

b) If the customer do not response against course of action taken within one

month.

c) If the complaints is repetitive in nature which is supposed to be uncertain

according to customer complaint committee.

E) Corrective and preventing action :

After the detail discussion of customer complaint committee they

come to the particular course of action.

F) Review :

The review committee is formed which takes the review of course of action taken and

the customer satisfaction about their complaints.

G) Documentation :

After the total closing of the complaints the documentation is taken

place for making the proper records of the complaint and the course of action taken

against that complaint.

PROCEDURE FOR MONITOTRING AND MEASUREMENT OF CUSTOMER

SATISFACTION

1) PURPOSE :

This procedure is issue to take customer feedback and accordingly

works on consumer satisfaction.

2) SCOPE :

a) Applicable to customer’s feedback about the sales.

b) Review of customer feedback about the product.

3) Quality objectives :

a) Continuous improvement.

b) Customer satisfaction.

4) Planning :

Information about customer’s feedback.

5) Internal communication :

Internal communication among the representatives of different

departments.

6) Responsibility :

Taking customer feedback about the product.

Review of the data collected and put forward the step for customer

satisfaction.

PRODUCT PROFILE

MEL has prepared an ambition corporate plan for its grout till 2010AD. Its mission is to

develop and sustain as a leader in the field of Ferro alloys. Diversification in production

of other value added special Ferroalloys installation of Ferroalloys casting power

machine is same of its corporate plans.

PRODUCTION OFFERED BY MEL

MEL produce the following manganese based ferroalloys with the size

ranges and chemical specification as detailed below:

A) HIGH CARBON FERROMANGANESE ( HC FeMn ) :

SIZE 10-15mm, 40-100mm, 12-25mm

Chemical specification:-

Manganese 70-74% & 74-78%

Carbon 6-8%

Silicon 1.5% max.

Phosphorous 0.43% max

End Uses: Used as an ingredient for manufacture of steel

Used as deoxidizing agent for steel making.

B) LOW CARBON FERROMANGANESE (LC FeMn) :-

SIZE 10-150mm, 40-100mm.

Chemical specification:-

Manganese 70-74% & 74-78%

Carbon 1.5max%

Silicon 0.40% max.

Phosphorous 0.40% max

End Uses: Used as an ingredient for manufacture of steel

Used as deoxidizing agent for steel making

C) SILICONMANGANESE ( SiMn ) :-

SIZE 10-150mm, 40-100mm, 12-25mm.

Chemical specification :-

Manganese 60-65% & 65%

Carbon 200max%

Silicon 15.20% max.

Phosphorous 0.35% max.

End Uses : Used as an ingredient for manufacture of steel

Used as deoxidizing agent for steel making.

PRODUCTS MARKETED BY MEL MARKETING DEPARTMENET

MEL mainly deals in the marketing of ferroalloys that is finished product

which is used for the production of steel in steel plant. But part from the ferroalloys

MEL also deals with the marketing of the by-product and scrap obtained at the time of

production.

1) FINISHED PRODUCT :-

b) High Carbon Ferromanganese ( HCFeMn )

c) Medium Carbon Ferromanganese ( MCFeMn )

d) Low Carbon Ferromanganese ( LCFeMn )

e) Silico manganese ( SiMn )

2) BY-PRODUCTS :-

a) Coke.

b) Fine dust.

c) High MnO slag.

d) Low MnO slag.

e) Khad waste.

f) Granulated slag.

g) Scrap: -

Scrap obtained during reclining of furnace, maintenance and

other from shutdown units, workshop, other departmental unit wise yard, utility,

lime kiln, sintering planet etc is disposed of through section.

USES OF BY PRODUCT:

High MnO SLAG

End Use: a) As an ingredient in welding electrode flux

b) For production of MC FeMn through thermit process

c) For production of silico manganese

Low MnO SLAG

End Uses:

a) Used in cement plant

b) For manufacture of tiles and building material

c) For manufacture of welding electrode flux

d) As a boulders in road construction .

e) For filling low laying areas.

f) As ballfast in railways track.

Khad waste:

End Use: For manganese recovery.

Manganese ore:

End Use: Conversion of fines into sinters for onward use in HC FeMn & SiMn

production.

Manganese ore microfines :

End Use: Conversion of fines into sinters for onward using HC FeMn and SiMn

production.

G.C.P. Sludge :

End Use: For making manganese ore pelletes.

REASERCH

METHODOLOGY

RESEARCH DESIGN AND METHODOLOGY

The word methodology means a systematic approach, a predefined way. Research

Methodology’ is a way to systematically solve the research problem. It is science of

studying how research is done scientifically. In it, we study the various steps that are

generally adopted by a researcher in studying his research problem along with the logic

behind them.

Data Collection:

Facts, information or premises systematically collected and presented for the purpose of

drawing inferences may be called as data. The first hand information bearing on any

research which has been collected by the agent or assistant may be called as data.

The data collected for this research included both primary and secondary data.

1) Research type

Descriptive Research

2) Source of the data collection

a) Primary source

Questionnaire method

b) Secondary source

Internet, books

3) Sample size - 15

Universal sample – 20

4) Sampling technique

Non Probability sampling

Convenience sampling

1) Research Area

Chandrapur MIDC

FLOW CHART OF REASERCH

Took permission for research from Top Level Management

Completed Formality (Submission of letter, Deposit, Helmet)

Data Collection

Primary Data* Personal Interview

* Observation

* Questionnaire

Secondary Data Library

Literature Review

Internet

Department Visiting

Analysis and Discussion

Interpretation of the Data

THEOROTICAL BACKGROUND

Major Finding and Conclusion

What is Research?

Research is the systematic and objective analysis and recording of

controlled that may lead to the development of generalizations, principles or theories,

resulting in predictions and possibly ultimate control of events.

‘The systematic gathering, recording and analysing of data about problems relating to the

marketing of goods and services’

What is Market Research?

• Simply a matter of finding out as much as you can before committing yourself to

an irretrievable step

• When you do not have answers through your own Market Information and

Intelligence System

What to find out?

• What does the customer need?

• Who is the target audience and how much can you find out about them?

• What is the competition?

• Are there any gaps in the market?

• Would the product be acceptable in the market?

Objectives of Research:-

It extends, verifies or corrects knowledge. It answers questions such as what, when,

where, why & how? It enlightens the human race in general.

It establishes generalizations and laws and thereby contributes to building of

verifiable and sound theories. These help in making reliable predictions under similar

conditions.

It helps delineate casual relationships and enables better control over events.

It helps develop new tools, theories and concepts to better comprehend unknown aspects

of life and the physical world

It throws up facts and relevant data to support informed decision-making. It enables

testing of alternative approaches to an issue of interest.

Marketing Research Process:-

• What is the Marketing Problem?

• What is the Research Problem?

• Developing the Research Plan

• Research Approach

• Research Instruments

• Collecting the Information

• Analyzing the information

• Presentation of findings

What is market?

A set of all actual and potential buyers of a product or service.

What are Industrial sales?

B2 B Marketing

Institutional sales

Government

Silent features of industrial sale

• Fewer buyers

• Large buyers

• Closer customer - supplier relationship

• Geographical concentration of buyers

• Derived demand

• Inelastic demand

• Fluctuating demand

• Professional purchasing

• Several buying influences

• Multiple sales calls

• Direct purchasing

• Reciprocity

• Leasing

Major influence in buying

• Environmental

• Organizational

• Interpersonal

• Individual

• Cultural

Environmental

• Macro views e.g. production levels, investment, consumer spending, interest

rates, technological changes, political - regulatory, eco - friendly developments

• You may like to store up raw materials fearing an impending scarcity or you may

like to sign up some long term agreements

Organizational

• Purchase department

• Cross - functional roles - team operation

• Centralized purchasing - economical, better deals, easy for supplies to interact at

one point

• Decentralization of low price items

• Internet purchasing

• Long term contracts

• Supplier evaluation

Interpersonal

• The seller has to be sensitive to the group dynamics existing in the organization

involved in the buying process. To that extent any prior information researched

before the purchase decision is taken is invaluable for the selling organization.

Individual

• ‘keep it simple’

• own expert

• want the best

• want everything done

• ‘negotiators’

Cultural Factors

Necessary to know the local culture.

Business buyers buy to reduce operating costs or satisfy social or legal obligations

These are the various factor which influence the buying behavior

What is customer satisfaction?

“ When expectation of the customer matches performance customer satisfied. "

The consumer’s satisfaction or dissatisfaction with the product after purchase will

influence subsequent behaviour. Satisfied consumers will be more likely to purchase the

product again. This has been confirmed by the data on automobile brand choice, which

show a high correlation between satisfaction with the last brand bought and intention to

rebuy the brand.

Satisfied customers also tend to say good things about the brand to others, which is why

many marketers say: “Our best advertisements a satisfied customer.

Dissatisfied consumers, on the other hand, may abandon or return the product; seek

information that confirms its high value; take public action by complaining to the

company, going to a lawyer, or complaining to government agencies and other groups.

Customer satisfaction is an ambiguous and abstract concept and the actual manifestation

of the state of satisfaction will vary from person to person and product/service to

product/service. The company to increase customer satisfaction for their particular

product strives for-

Face to Face Dealings

Respond to messages promptly and keep clients informed

Friendly Approach

Clearly defined Customer Service Policy

Attention to detail

Anticipate clients needs

Honor the promises

Customer satisfaction is a measure of how products and services supplied by a company

meet or surpass customer expectation. It is seen as a key performance indicator within

business.

 "Satisfaction" itself can refer to a number of different facts of the relationship with a

customer. It can refer to any or all of the following:

  Satisfaction with the quality of a particular product or service

  Satisfaction with an ongoing business relationship

  Satisfaction with the price-performance ratio of a product or service

  Satisfaction because a product/service met or exceeded the customer's

expectation

DATA ANALYSIS

AND

INTERPRETATION

Which is the most suitable products among the following ranges as per the company’s requirement?

Table No: 1

Graph No: 1

INTERPRITATION: - High carbon ferromanganese is most preferred other than low carbon ferromanganese and silicon manganese

% NO. OF RESPONDENTS

HIGH CARBON FERROMANGANESE

47% 7

LOW CARBON FERROMANGANESE

40% 6

SILICO MANGANESE 13% 2

SINCE WHEN YOU ARE DEALING WITH MEL? Table No: 2

Graph No: 2

INTERPRITATION: - 67% of respondent are dealing with MEL since last It 5 to 10 years it means customers are satisfied with MEL for many years.

% No. of respondent

Below 5 years 20% 3

5 years- 10 years 67% 10

Above 10 years 13% 2

IN WHICH CATEGORY DO YOU BELONG?

Table No: 3

Graph No: 3

INTERPRITATION: - Maximum no. of respondents are manufacturer that is 40%, and other like 27% are processor like that.

% No. of respondent

Trader 20% 3

Manufacturer 40% 6

Processor 27% 4

other 13% 2

SATISFACTION ABOUT QUALITY OF PRODUCT

Table No: 4

% NO. OF RESPONDENT

YES 60% 9

NO 40% 6

Graph No: 4

INTERPRITATION: - 60% respondent are satisfy with quality of MELProduct.

CUSTOMER SATISFACTION ABOUT SERVICE BEFORE SALE OFFERED BY MEL

Table No: 5

% NO. OF RESPONDENT

Highly dissatisfied 7% 1

Dissatisfied 13% 2

Satisfied 60% 9

Highly Satisfied 20% 3

Graph No: 5

INTERPRITATION: - most respondent are satisfy with service provided by MEL

MOST RELIABLE SERVICE PROVIDERACCORDING TO INDUSTRIAL CUSTOMERS

Table No: 6

Graph No: 6

INTERPRITATION: -Out off total no. of respondent maximum it means 67% customers are satisfied with service which provided by MEL.

REASONS FOR WHICH THE CUSTOMERS WILL NOT SWITCH TO ANY OTHER COMPITITOR

% NO. OF RESPONDENT

MEL 67% 10

NAVABHARAT FERROALLOYS LTD

6% 1

OTHERS 7% 1

LLOYD METAL GHUGGUS LTD

7% 1

SOVAISPAT ALLOY LTD.

13% 2

Table No: 7

Graph No: 7

INTERPRITATION: -MEL is a subsidiary of SAIL that is the most important thing for making more customers.

MODE OF SUPPLY ACCORDING TO VARIOUS INDUSTRIAL CUSTOMERS

Table No: 8

% NO. OF RESPONDENT

Old In Market 13% 2

Price Factor 13% 2

Better Customer Service

20% 3

Subsidiary To SAIL 34% 5

Quality Features 20% 3

% NO.OF RESPONDENT

RAIL 53% 8

ROAD 47% 7

Graph No: 8

INTERPRITATION: -Only two types of transportation are in MEL that is rail and road, rail is used by 53% customers and road are used as a transport by 47% of customers.

SATISFACTION ABOUT RATE OF MEL

Table No: 9

% NO.OF RESPONDENT

satisfied 73% 11

Not satisfied 27% 4

Graph No: 9

INTERPRITATION: -73% of customers are satisfied with rate(price)of MEL product, and 27% of customers think the rate of MEL product are high as compare to other industries.

ARE YOU SATISFIED WITH MEL’S LOGISTICS SERVICE?

Table No: 10

% NO .OF RESPONDENT

YES 53% 8

NO 47% 7

Graph No: 10

INTERPRITATION: -47% of respondent are no satisfied with logistic which is provided by MEL.REASON Because transportations are time consuming it takes minimum 5-7 days

FINDING, SUGESSIONS AND

CONCLUSION

FINDINGS

1) Supply process of MEL is slow and process long lead time.

2) Price is high as compare to other competitor

3) Direct marketing is required making new customer for

MEL

4) Few industries are not aware of the marketing process of MEL.

SUGGESTIONS

1. In CHANDRAPUR area there are various non-SAIL companies are present so these

industries can be targeted.

2. More emphasis should be given on the direct marketing by the member from

marketing department of the industry.

3. As the supply of material takes 5 to 7 days leads frustration among the customers.

Company has to improve in this field by providing prompt service.

4. Various new competitors are also entered in this market. Company should have

competitive strategy plans to cope with these new entrances.

5. There is opportunity to tap the non-SAIL units and these opportunities should be

converted into the company’s strength.

CONCLUSION

This 50 days training was a very good learning phase of my life. In this period of time I

acquired lots of soft and hard skills, which enhance my personality.

In this fast moving world and changing environment efficient marketing strategy

is very essential for the betterment of the company. Good marketing strategy can

provide profitability to the industry. Efficient strategy can help the industry to bust up its

image in the eyes of customer. Efficient marketing strategy leads to the customer

satisfaction.

Direct marketing also plays an important role in success of industrial product in

the market. In this cut throat competition era and availability of tough competition in the

market it’s become very necessary to improve the quality of your product and at present

the best method for that is use of specified equipment. Direct marketing also plays an

important role to attract the small scale industrial customer. In order to attract the small

scale industries other than SAIL one executive from the sales department of the MEL

should go to the industries and get the order from them.

The ultimate aim of every production and services is to sell them in the market

with maximum benefits. And it will happen only after the development of good quality

of product. Good quality product also helps to develop a good brand name in market.

Providing the product to the industrial customer can be effectively and efficiently done

by formulating good marketing strategy.

BIBILOGRAPHY

BIBLIOGRAPHY

Books

Research Methodology by C.R. KOTHARI. 2nd edition.

Marketing Research by RAJENDRA NARGUNDKAR. 2nd edition.

Marketing Management by PHILIP KOTLER, 11th edition.

STEEL INSIGHTS guide to steel buyers.

Websites

www.sail.co.in

WWW.google.com

ANNEXURE

FORM FOR LODGING OF VIGILANCE COMPLAINT

 

Addressed to: Vigilance Deptt., Steel Authority of India Ltd.

Name of Complainant*:

Address of

Complainant*:

Email of Complainant:

Contact Number - 

Subject*:

Complaint Against- 

Name& Designation*:

Details of

Allegation/Complaint* : 

      

* This fields are mandatory. 

Please fill your complete postal address for verification

QUESTIONNAIRE

Date:

Dear Sir/Madam,

I am the student of INSTITUTE OF BUSINESS MANAGEMENT AND

REASERCH, WAKAD (MBA Program), PUNE, conducting this survey as a part of my

project in the field of marketing research. The purpose of this activity is to measures the

customer’s satisfaction survey of MEL.

COMPANY DETAILS : -----------------------------------------------------

NAME OF THE COMPANY : ---------------------------------------------

RECOGNITION : Govt ( ) Pvt ( )

OCCUPATION : Pvt co. staff ( ) Govt staff ( )

ESTABLISHMENT : --------------------------------------------------------

Q.NO.1) which is the most suitable products among the following ranges as per the

company’s requirement?

HIGH CARBON FeMn ( )

LOW CARBON / MEDIUM CARBON FeMn ( )

SILICO MANGANESE-SiMn ( )

Q.NO.2) Since when you are dealing with MEL?

Below 5 years

5 years-10 years

Above 10 years

Q.NO.3) In which category do you belong?

Trader

Manufacturer

Processor

Other

Q.NO.4) Are you satisfy with quality of MEL product?

Yes

No

Q.NO.5) Are you satisfy about service before sale offered by MEL?

Highly dissatisfied

Dissatisfied

Satisfied

Highly satisfied

Q.NO.6) Most reliable service provider according to you?

MEL

Mavbharat ferro alloy ltd

Other

Llyold metal ltd

Sovaispat alloy l

Q.NO.7) Due to what reason you will not switch to any other competitor ?

Old in market

Price factor

Better customer service

Subsidiary of SAIL

Quality feature

Q.NO.8) What kind of transport facility you mostly used?

By rail

By road

Q.NO.9) Kindly satisfy with rate of MEL?

Satisfy

Not satisfy

Q.NO.10)Area you satisfied with logistic service provided by MEL? YES

NO

Q.NO.11) Your valuable suggestions to improve service.

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