Customer Care Activity

BIRLA CORPORATION LIMITED

BIRLA CEMENT WORKS,CHANDERIYA CEMENT WORKS (MP BIRLA GROUP) CHITTORGARH

PROJECT REPORT ONCUSTOMER SATISFACTION OF BIRLA SAMRAT CEMENT

Submitted To: D.S. SHARMA ( G.M. MARKETING) MUKESH DAD

Submitted By: SUMIT JOSHI JAYANT SONI MANOJ BORIWAL RAVI OJHA RAHUL KOTHARI GOURAV NIMAWAT1

PREFACE

Cement industry is one of the core industries of India. Like iron & steel, it has its primary role in almost all development plans of the country. It has helped the country to a great extent in attaining self-sufficiency in many projects. The Birla Cement works is a well established gigantic industry. Enslavement is playing an important role in the development of the country in general & of the area around it in particular besides providing diversified opportunities to local people of employment & trade. Marketing is an important aspect of every organization. It remotes the product in the market. Hence, we understood the project to analyze various aspects of marketing management with a detailed study of different brand in the market. This is merely an effort in the direction of the functional behavior & its contribution to the development of the country.

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ACKNOWLEDGEMENT

Vocational training is indeed an important aspect of MBA program and it is our great privilege to have this training in such an esteemed Business empire- Birla Corporation Limited. First of all we would like to thank Birla Cement Works for providing me the opportunity to do my summer training in this organization. We want to avail this opportunity to express our appreciation to Birla Cement Work for providing us an opportunity to do 6 weeks summer training in CUSTOMER SATISFACTION OF BIRLA SAMRAT CEMENT as a part of our course curriculum in this esteemed organization. We also extent our sincere thanks to Mr. D.S. Sharma (A.V.P. Marketing) for giving us an opportunity and cooperation to fulfill training in the right earnest. We are deeply indebted to Dr. S.K. Jain (Departmental Head H.R.), & Mr. Mukesh Dad (Asst. Marketing officer) for providing us full support in completing of our project. Without the support & guidance of the above the project wont be accomplished effectively and successfully.

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CONTENTSS. No. 1 Topic INTRODUCTION Company profile Product profile Present scenario of cement industry Page No. 5 TO 22

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PROJECT WORKING Objective and methodology Customer satisfaction

23 TO 33

3 4

QUESTIONNAIRE ANALYSIS OF DATA WITH QUESTIONNAIRE

Original copy 34 TO 112

5 6.

CONCLUSION & SUGGESTION WEBLIOGRAPHY

113 TO 116 117

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INTRODUCTIONCEMENT: HEATING MIXTURE OF LIMESTONE & CLAY AT 1350-1400 DEGREE TEMPERATURE WHICH THE MODULES OF CLINKER DUE TO FUSION OCCURRED BY THE HEATING. THIS CLINKER IS THEN MIXED WITH GYPSUM & FINELY GROUND TO MAKE CEMENT. The cement industry in India has come a long 1914, when the level of production was 1000 tons/annum. Today India is the second largest cement producer in the world with a production level of about 99 million tons (about 5% of world production 2000 million tones). The installed capacity is about 119 million tones and at unexpected 10% growth rate. The production capacity at the end year 10-11 is 286 million tones. Over the years the growth of the industry has been uneven with traditionally cement deficit region covering the most of the major growth centers of the country. Cement plant in our country have mostly changed from the wet process of the energy efficient dry process. Out of 157 kilns, 117 are dry process based, 3 are based on wet process and 8 on semi dry. In the coming year in order to survive & grow globalize market rapid modernization & adoption of cost effective energy efficient & environment friendly technologies will be the prime mover for the viability of global canvas. The industry should look for the other cheaper fuel option like sludge from paper plants, sugar cane trash, jute dust, biogas refinery, waste like pet coke etc. The industry should be know in future as savior of the country for sustainable development by consuming most of the industrial wastes.

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COMPANY PROFILE

Birla Corporation Ltd., a well known name in the business world was established by Late Shri Ghanshayam Das Birla in the year 1919. He set up first Indian jute mill near calcutta (new Kolkata) and named it Birla Jute Manufacturing company Ltd. The name of the compnay was changed to Birla Jute & Industries Ltd. in 1983 and finally to Birla Corporation Limited in 1998. From Late Shri Ghanshyam Das Birla the unit passed on to his nephew Late Shri M.P. Birla, who expanded it into an industrial empire with manifold diversification in various areas. The company has following diversification: Cement Jute Carbide & gases Synthetics Auto Trim

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CEMENT DIVISION:

LOCATION OF PLANTS IN INDIA

The Cement Division of Birla Corporation Limited has seven plants, having an installed capacity of 5.8 million tons. After the completion of the ongoing expansion projects, the capacity will increase to 7 million tons.

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UNIT

BIRLA CEMENT WORKS CHANDERIA CEMENT WORKDS (RAJASTHAN) CHANDERIA

SATNA CEMENT WORKS BIRLA VIKAS CEMENT (MADHYA PRADESH) SATNA

RAEBARELI GRINDING UNIT (UTTARPRADESH)

RAEBARELI

DURGAPUR CEMENT WORKS DURGA HITECH CEMENT (WEST BENGAL) DURGAPUR

This plant manufcture varieties of cement, including Ordinary Portland Cement (OPC), 43 & 53 grades, fly ash-based Portland Pozzolana Cement (PPC), Portland Slag Cement (PSC) and low-alkali Portland Cement. Recently, the Company has started producing Sulphate Resistant Cement (SRC) and it has been well accepted in the market.

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OPC is marketed under the brand name of Birla Cement KHAJURAHO and Birla Cement CHETAK, while PPC is marketed under the brand name of Birla Cement SAMART. PSC is marketed under the brand name of Birla Cement. The Birla Cement SAMRAT brand is ideal for mass concrete, RCC/ pre-stressed/ precast structures (for reduced thermal crack), increased water tightness of concrete, increased resistance to sulphate content in soil, aggressive water and alkali aggregate reaction, besides corrosion resistant properties. The brand have significant presence in the northern, western and eastern parts of the country as well as central India. The company has a large network of dedicated distributors and stockiest in all its marketing regions. Durgapur Cement Works and the two cement units at Satna have received the ISO 9002 quality certification, covering production and marketing. The Satna units have also received the IS/ISO: 14001 certificate for implementation of the Environmental Management System. The two Chanderia units have received the ISO 9001:2000 certification for Quality Management System, as well as the IS/ ISO : 14001 certification. The quality control laboratories of both Birla Cement Works and chanderia Cement Works have been accredited by National Accreditation Board for Testing & Calibration Laboratories, Department of Science & Technology, Government of India. The cement units have been receiving, since the past decade, prestigious awards for productivity control, energy performance and workers education.

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The product and Brand names are as follows:Unit Product Brand Name

Birla Cement Works Chanderia Cement works

OPC 43G, 53G, Birla Cement Chetak PPC PPC

Satna Cement works Birla Vikas Cement

PCC & OPC (43Gr.)

Birla Cement Samrat Birla Cement Khajuraho

Raebareli Grinding unit

Portland

Pozzolana Birla Cement Samrat

Cement (PPC)

Durgapur Cement Works

Portland Slag Cement Birla Cement (PSC) Bilra Premium Cement

Durga Hitech Cement

Portland

Pozzolana Birla Cement Samrat

Cement (PPC)Special Cements

Sulphate Resistant Cement Low alkali Cement Railway Sleeper Grade Cement IRS T 40 Low Heat Cement

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CAPACITY : 5.78 MILL. TS.STATE M.P. RAJASTHAN WEST BENGAL TOWN SATNA CHITTORGARH DURGAPUR UNITS CAPACITY MILL. TS 1.55 2.40 1.60 0.63

UTTAR PRADESH RAEBARELI

DISCIPLINE OF QUALITY ASSURANCE ISO 9002 Certification by M/s RWTUV Germany. ISO 14001 Certification for Environment management system by B/S New Delhi.

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APPLICATIONSBirla cement Khajuraho/ Chetak 43 grade Ordinary Portland Cement Brick and stone masonry. Plastering and flooring. Plain and reinforced cement concrete. Pre-cast and pre-stressed concrete. Birla Cement Khajuraho/ Chetak 53 Grade Ordinary Portland Cement Railway sleepers Pre-stressed girders and electric poles. M 25 & above concrete/ Roads, runways, industrial buildings, RCC bridges & lofty buildings. Pre-cast concrete elements Birla Samrat Portland Pozzolana Cement Brink and stone masonry Plastering and flooring Plain and reinforced cement concrete. Ordinary pre-cast concrete work.

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Birla Cement Khajuraho Sulphate Resisting Portland Cement Building near sea coast. Below ground, where concrete or mortar is used in foundation, aqua ducts, canals & culverts. Desert condition. In swampy areas for footing, plinth beams, piles etc. Industrial effluent treatment plant, cooling towers, chimneys, sewerage treatment plants. Marine structures Birla Cement Khajuraho Low Alkali Cement Bridges Dams Reservoirs Birla Cement Khajuraho IRS T 40 Cement Railway sleeper.

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CONTINUOUS RECOGNITION FOR CONSISTENT QUALITY:Awards: Capexil awards every year, since 1990

ISO 9002 certification for Satna Cement Works, Birla Vikas cement and Durgapur cement works.

ISO 9001 2000 (QMS) certification for Birla Cement Works, Chanderia Cement Works from BVQI, UK

IS/ISO 14001 Certification in 1999 2000 for Satna Cement Works and Birla Vikas Cement. in 2002 2003 for Birla Cement Works & Chanderia Cement Works for environment management systems.

Best Productivity performance award from NPC for Birla Bikas Cement in 1987 88. Also recognised by NCB as.

Best in Energy Performance in 1986 87.

Best in Energy Performance for Satna Cement Works in 1993 94, 1994 95, 1995 96, 1997 98.

Best Productivity Performance award from NPC for Chanderia Cement works in 1998 90 and again in 1993 94.

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2nd Best Productivity award from NPC for Chanderia Cement Works in1991 92 &

Certificate of Merit in 1998 99

Best improvement in Thermal Energy Performance recognition form NCB for Birla Cement Works in 1992 93 and Chanderia Cement Works in 1993 94.

Best improvement in Energy Performance recognition for Birla Cement Works in 1992 93.

Bhama Singh Samman from the Rajasthan Government for Educational Activities for Birla Cement Works in 1996 97.

VEC-IIT, Madras recognized Chanderia Cement Works Birla Cement Works For Excelence in Improving Machinery Health Condition in 1997.

Wrokers Education Trophy awarded by Central Board of Workers Education, Udaipur Ministry of labour, Government of India, for Birla Cement Works & Cement Works in 1998 99 and again in 2001 02.

Lal Bahadur Shastri Memorial National Award for Excellent Pollution control Implementation by Chanderia Cement Works in 2002 03.

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CAPEXIL Special Export Award

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Birla Cement and Chanderia Cement Works, Chittorgarh, RajasthanIn Chittorgarh Birla Corporation Ltd. has two plants namely B.C.W. & C.C.W. B.C.W. was set up in 1967, the first dry process plant with two stage suspension pre heating technologh in the country. Its initial capacity of 2 lakh tones was increased to 4 lakh tones in 1992. In modernization drive, the two stage pre heater is converted into five stage pre heater, and a modern computerized system is installed. C.C.W. was set up in 1986, with new technologies and environment friendly atmosphere. This plant is equipped with state of art equipment like 5 stage heater and in built clinker. With sophisticated quality control system and central computerized control system with x-ray analyzer provides to ensure best quality cement production. This unit was also modernized and its production capacity is increased from 5 lakh tones per annum to 8 lakh tones per annum. The company carried oout various modified de-bottle necking in these plants, as a result of which the installed capacity of the cement division has been increased to 24 lakh tones from 14 lakh tones. B.C.W. & C.C.W. has received the quality certification ISO 9001 2000 for quality management system and ISO 14001 for environment management system. B.C.W. & C.C.W. has also received many Excellency awards. (Check page no.13).

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DISTRIBUTION CHANNEL: CompanySTOKIST DIRECT SELLING

RETAILORS

VARIOUS GOVERNMENT CONTRACT

CUSTOMER/USER

Company has very simple distribution for delivering the goods to the consumer. The main marketing areas are: Rajasthan Madhya Pradesh Haryana Punjab Delhi Gujarat and Western U.P.

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PRODUCT PROFILE CEMENT:Cement is building material, before cement murad was used as a binding material. Cement was one of the cheapest, readily available, strong and long life material. Heating mixture of limestone & clay at 1350 1400 degree temperature which produces the modules of clinker due to fusion occurred by the heating. This clinker is then mixed with gypsum & ground to make cement.

PRODUCTION PROCESS OF CEMENT:Mining Crushing Grinding MINING: mining of limestone is done is such a way so as to get approx 78 to 82% c9co3 limestone. CRUSHING: the limestone is then crushed into 16 to 25 mm size then it is send to factory through a conveyer belt stretching 4.5 km of length. GRINDING: this limestone is then grinded with some laterite and then this mixture is send to sills.

Blending Baking/ Burning Grinding

BLENDING: in this silos the blending is done and the mixture is send to pre heater. BAKING/ BURNING: the mixture is pre heated and then it goes to kiln where the baking and burning takes place. The clinker formation takes place which is then cooled. GRINDING: the clinker is then grind with gypsum in cement mill. It is basically added to increase the setting time. The cement is then stored for some time.

PACKAGING: this cement is sent to packaging plant where it is packed in bags using electronic packaging machines.19

PRODUCT DEVELOPMENTThe quality of cement manufacturing in India is increasing day by day. Today for different end applications consumers can get following types of cement: Ordinary Portland cement(OPC) Pozzolana Portland cement(PPC) Blast furnace slag cement Super sulphate cement.

PRODUCT

Ordinary Portland

Pozzolana

Blast furnace

Sulphate resisting

Granulat Ed slag

masanry

Super Sulphat

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OBJECTIVE AND METHODOLOGYINTRODUCTION: This summer training report is being submitted for the partial fulfillment of the degree of M.B.A. Awarded by Rajasthan Technical University, Kota and I.T.S.I.M, Greater nodia. This summer training helps us to implement our theoretical knowledge in practical business working. This project is prepared after undergoing training at Birla Cement Works, Chandera, Chittorgarh. Birla cement works assign me a project on Customer satisfaction of Birla Cement Samrat in zone II of Rajasthan. After the survey of the customer satisfaction of various districts of Rajasthan, the conclusion is that Birla Cement Works Ltd. is in esteemed position presently. This report is helful in the accomplishment of the objective.

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OBJECTIVEToday the cement industry is facing a heavy competition because many companies have entered in cement market and these companies are selling their cement of good quality and dynamic advertisement adopting various marketing strategies to capture maximum shares of the market, the company wanted to know about the position of their brand, house owners/ contractors / masons / retailers behavior and market potential for their promotional strategies but, the main objective of study are: Brand leaders Customer preference Factor affecting goodwill of the Company Influencing Persons for making purchase Advertisement Media, which may affect the sale Percentage user of Birla Cement Samrat Comparative study of Birla Cement with other PPC Brand Cement On time supply Technical Consumer Services on demand

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METHODOLOGYMarketing research is the collection and interpretation of facts that helps marketing to get product more popular in the minds of the customer. So firstly a questionnaire containing 10 questions was prepared and then I conducted the market survey. The survey was conducted through interview. For this survey we visited and covered the whole Zone II of Rajasthan. For dealer, retailer and consumer a census has done in this survey. I tried to cover maximum Masons / contractors / engineers / house owners and dealers & retailers of towns. Data has taken very carefully to know the position customer satisfaction level of Birla Cement SAMRAT.

FIELD WORK:The field work of the survey was restricted for the 15 days. All consumers cooperated and provided the needed information. Knowledge of local language was advantages in dealing with the consumers. It involved instruction with feed back.

PLANS FOR ANALYSIS:The primary data for the survey is collected manually and data was separated area wise. The graphical detail of dealers are noted for further used; percentage was calculated and took the help of MS-OFFICE-2007 for preparing the report.

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CUSTOMER SATISFACTION:Customer satisfaction can help your business achieve a sustainable competitive advantage. Its about understanding the way a customer feels after purchasing a product or service and, whether or not that product or service net the customers expectations. Customers primarily form their expectations through past purchasing experiences, wordof-mouth from family, friends and colleagues and information delivered through marketing activities, such as advertising or public relations. If the customers expectation isnt met, they will be dissatisfied and its very likely they will tell others about their experience.

MEASURING CUSTOMER SATISFACTIONOrganization are increasingly interested in retaining existing customers while targeting non-customers; measuring customer satisfaction provides an indication of how successful the organization is at providing products and/ or services to the marketplace. 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 state of satisfaction depends on a number of both psychological and physical variables which correlate with satisfaction behaviors such as return and recommend rate. The level of satisfaction can also vary depending on other options the customer may have and other products against which the customer can compare the organizations products. Because satisfaction is basically a psychological state, care should be taken in the effort of quantitative measurement, although a large quantity of research in this area has recently been developed. Work done by Berry, Brodeur between 1990 and 1998 [3] defined ten Quality Values which influence satisfaction behavior, further expanded by24

Berry in 2002 and known as the ten domains of satisfaction. These ten domains of satisfaction include: Quality, value, Timeliness, Efficiency, Ease of Access, Environment, Inter-departmental Teamwork, Front line Service Behaviors, Commitment to the Customer and Innovation. These factor are emphasized for continuous improvement and organizational change measurement and are most often utilized to develop the architecture for satisfaction measurement as an integrated model. Work done by Parasuraman, Zeithaml and Berry between 1985 and 1988 provides the basis for the measurement of customer satisfaction with a service by using the gap between the customers expectation of performance and their perceived experience of performance. This provides the measurer with a satisfaction gap which is objective and quantitative in nature. Work done by Cronin and Taylor propose the confirmation/ disconfirmation theory of combining the gap described by Parasuraman, Zeithaml and Berry as two different measures (perception and expectation of performance) into a single measurement of performance according to expectation. According to Garbrand, customer satisfaction equals perception of performance divided by expectation of performance. The usual measures of customer satisfaction involve a survey with a set of statements using a Likert Technique or scale. The customer is asked to evaluate each statement and in term of their perception and expectation of performance of the organization being measured.

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WHY CUSTOMER SATISFACTION IS IMPORTANTDont underestimate the value of customer satisfaction. Its becoming an important area of competition. A high level of satisfaction can deliver many benefits, including: Loyalty : a highly satisfied customer is a loyal customer. Repeat purchase: a highly satisfied customer buys more products. Referrals: a highly satisfied customer tells their family and friends about the product or service. Retention: a highly satisfied customer is less likely to switch brands. Reduced costs: a highly satisfied customer costs less to serve than a new customer. Premium prices: a highly satisfied customer is willing to pay more for the product or service.

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CUSTOMER SATISFACTION RESEARCHSatisfaction surveys are an important method for collecting information about how your customers think and feel about your brand, product or service. A satisfaction survey can help you to understand the expectations of your customers, determine whether your customer believe you are meeting those expectations, identify new customer requirements to trends in the market and determine what areas of your business need investment. A good customer satisfaction survey will also help you to understand the causes of dissatisfaction among your customers. Once youve identified these issues, youll be able to implement new practices to improve customer satisfaction. Many businesses systematically measure customer satisfaction through independent surveys, feedback forms, mystery shopping and focus groups. Some third party surveys also compare the customer satisfaction of major competitors, which allow companies to benchmark themselves in their relevant sector. Measuring customer satisfaction doesnt have to be expensive. It can be as simple as preparing a short feedback form or conducting a brief telephone interview that asks the customer to rate the product or service on a number of criteria.

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INDICATORS OF CUSTOMER SATISFACTIONAn important indicator of customer satisfaction is the customer retention rate. To calculate your customer retention rate, you will need to capture data about the total number of customers and the number of customers switching brands. If you track this information over time, youll be able to see whether you are improving your customer retention and satisfaction. Another tool that has been introduced in Australia is the Net Promoter Scores, which provide a new metric for measuring customer loyalty. The Net Promoter Scores ask one simple question about whether a customer recommend a product or service to a friend or colleague. This question has been identified as the ultimate determinant of customer satisfaction or loyalty. Research in the UK and the US has found a clear correlation between the Net Promoter Scores and revenue growth, illustrating the importance of customer satisfaction to future growth potential.

SATISFACTION AFFECTS THE BOTTOM LINEWhere there is high customer satisfaction, the customer retention rate will also be high and business results will follow. Gain an edge on your competition by focusing on what really matters.

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ANALYSIS OF DATA WITH QUESTIONNAIREMarketing research is the collection and interpretation of facts that helps marketing manager to get product more popular in the minds of the customer. So firstly a questionnaire containing 10 questions was prepared and then I conducted the market survey. The survey was conducted through interview. For this survey we visited and covered the whole Zone I & II of Rajasthan. The field-work of the survey was restricted for the 15 days. All consumers co-operated and provided the needed information. Knowledge of local language was advantages in dealing with the consumers. It involved instruction with feed back. The primary data for the survey is collected manually and data was separated area wise. The graphical details of dealers are noted for further used; percentage was calculated and took the help of MS-OFFICE 2007, for preparing the report.

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CUSTOMER CARE ACTIVITY:Chittorgirh & Bhilwara district

1. Popularity Of Various Brand Of Cement:MARKET SURVEY: Acceptability of Different Brand of Cement BRAND SUMIT RAHUL RAVI GOURAV JAYANT MANOJ TOTAL NAME SCORE SCORE SCORE SCORE SCORE SCORE Birla 95 100 198 54 100 48 595 Samrat 11 20 61 23 28 26 169 Ambuja 39 8 31 50 38 39 205 J.K. 19 38 51 76 29 33 246 Binani 41 16 2 27 25 54 Ultratech 9 13 22 Bangur 35 12 64 9 120 Shree 10 10 L&T 19 19 Cemento 3 37 40 J. P. 8 8 Kamdhenu India 18 18 cement 8 22 14 44 RockStrong 27 6 5 38 Coromandal 9 15 2 26 Birla Uttam 21 48 69 Birla chetak

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TOTAL595 600

500

400

300 246 205 200 169 120 100 54 22 0 10 19 69 40 8 44 18 38 26 TOTAL

Analysis: According to the response received the most popular brand is BIRLA SAMRAT followed by BINANI and J.K.

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2.

Most Important features: MARKET SURVEY: ON THE BASIS OF PREFERENCE ORDER

FEATURES SUMIT RAHUL RAVI Dark Cement Colour Quality of Packing Fast Setting of Cement Technical Services

GOURAV JAYANT MANOJ TOTAL SCORE SCORE SCORE SCORE SCORE SCORE 68 59 162 75 77 70 511

59 73 40

36 86 69

128 154 56

57 89 31

62 77 34

72 73 42

414 552 272

TOTAL600 500 400 300 200 100 0 Dark Cement Colour Quality of Packing Fast Setting of Cement Technical Services 272 TOTAL 511 414 552

Analysis: The responses received, indicates that the most important featcher affacting the prefrence of consumer is its fast setting time.32

3. Factors Increasing The Faith In The Company:MARKET SURVEY: FACTOR AFFECTING THE IMAGE OF THE COMPANY FACTORS Low Price On Time Availability Home Delivery Advertisement Dealers Image SUMIT RAHUL RAVI GOURAV JAYANT MANOJ TOTAL SCORE SCORE SCORE SCORE SCORE SCORE 83 63 213 101 111 96 667 85 95 125 106 74 86 571 70 68 69 79 33 105 83 186 153 80 43 45 83 59 48 81 53 58 476 442 478

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TOTAL700 600 500 400 300 200 100 0 TOTAL 667 571 476 442 478

Analysis: The respondents were asked about the above mentioned provided which help in increse thare faith in the economy and the recived data indicates that low price followed by timly availabilty.

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4.

The Person Influencing the buying behavior: MARKET SURVEY: PERSON INFLUENCING WHILE PURCHASING THE CEMENT

PERSON MASONS CONTRACTORS RELATIVES/FRIEND ENGINEER CEMENT DELERS NO BODY

SUMIT RAHUL RAVI GOURAV JAYANT MANOJ TOTAL SCORE SCORE SCORE SCORE SCORE SCORE 91 75 107 109 86 55 97 102 75 140 86 25 199 199 145 218 95 193 94 113 77 134 71 36 97 92 97 139 75 25 107 109 92 99 70 39 685

690 593 839483 373

TOTAL900 800 700 600 500 400 300 200 100 0 685 690 593 483 373 TOTAL 839

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Analysis: From the response received it was seen that maximum number of responds said that Engineer decides which cement to buy.

5.

Mode of Cement Advertisement, Most Seen:MARKET SURVEY: EFFECTIVE MEDIA

MEDIA Hoardings Wall Paintings Trolley Tractor Painting Newspaper Television Diary/Calendar/Key Ring

SUMIT RAHUL RAVI GOURAV JAYANT MANOJ TOTAL SCORE SCORE SCORE SCORE SCORE SCORE 106 61 213 112 104 77 673 90 117 188 139 103 85 722 61 76 93 91 119 67 31 130 199 161 198 181 111 64 64 35 97 96 69 46 78 93 97 85 665 557 552 568

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TOTAL800 700 600 500 400 300 200 100 0 TOTAL 673 722 665 557 552 568

Analysis: The responds said that the most often seen mode of cement of advertisement is wall paintings followed by hoardings.

6.

Knowledge of Birla Cement:MARKET SURVEY: KNOWLEDGE FOR PRODUCT

SUMIT RAHUL RAVI GOURAV JAYANT MANOJ TOTAL SCORE SCORE SCORE SCORE SCORE SCORE 25 25 50 19 25 25 169 YES 0 0 0 6 0 0 6 NO

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TOTAL6

YES NO

169

Analysis: According to respondents the Birla samrat is very known product. Because most of the customers know the name of brand.

7.

Customer of Birla Cement:MARKET SURVEY: USED OF PRODUCT

YES NO

SUMIT RAHUL RAVI GOURAV JAYANT MANOJ TOTAL SCORE SCORE SCORE SCORE SCORE SCORE 23 25 50 9 25 25 157 2 0 0 16 0 0 1838

TOTAL

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YES NO 157

Analysis: According to respondents most of the customer are used Birla Cement.

8.

The Quality Comparison Of Birla Cement SAMRAT With Other PPC Brands:MARKET SURVEY: QWALIT COMPARISON

OPTIONS

SUMIT RAHUL RAVI39

GOURAV JAYANT MANOJ TOTAL

SCORE SCORE SCORE SCORE 7 16 24 4 BEST 14 9 22 10 BETTER 4 0 4 10 AVERAGE 0 0 0 1 BELOW AVERAGE

SCORE 7 13 5 0

SCORE 13 11 1 0

71 79 24 1

TOTAL79 80 70 60 50 40 30 20 10 0 BEST BETTER AVERAGE BELOW AVERAGE 1 24 TOTAL 71

Analysis: In this question responds were asked about the quality, in comparison with other PPC brands, of Birla Samrat, it is founds that quality of Birla Samrat is better then other PPC brand and Birla Samrat is best cement in comparison with other PPC brands.

9.

Timely delivery:MARKET SURVEY: TIMELY DELIVERY40

YES NO


TOTAL

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YES NO 163

Analysis: The respondents were asked whether they receive the delivery of cement on time (yes/no). According to the response most of customers are satisfied with delivery of cement on time.

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10.

Technical Consumer Services When Demanded: MARKET SURVEY: TECHNICAL SERVICES ON DEMAND

YES NO


TOTAL

32

YES NO

143

Analysis: In this question the respondents were asked if company provides technical consumer services on demand, from the response most of customers are satisfied with the quality and services provided.

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CONCLUSIONThe survey was done in the Chittorgarh & Bhilwara (Rajasthan). On the basis of this survey we conclude that: POPULARITY OF VARIOUS BRANDS OF CEMENT: MARKET SURVEY: Acceptability of different brand of cement according to the responding to the response received the most popular brand is BIRLA SAMRAT gets 35.35% response followed by BINANI with14.62%. MOST IMPORTANT FEATURES: MARKET SURVEY: ON THE BASIS OF PREFERENCE ORDER The response received, indicates that the most important feature is fast setting time with 31.56% followed by dark color cement with 29.21%. FACTORS INCREASING THE FAITH IN THE COMPANY MARKET SURVEY: FACTOR AFFECTING THE IMAGE OF THE COMPANY The respondents were asked about the most affecting factor is the low price 25.32% followed by on time availability with 21.68%. THE PERSON INFLUENCING THE BUYING BEHAVIOR: MARKET SURVEY: PERSON INFLUENCING WHILE PURCHASING THE CEMENT From the responses received, it was seen that 22.90% of respondents said that Engineers decides which cement to buy. MODE OF CEMENT ADVERTISEMENT, MOST SEEN: MARKET SURVEY: EFFECTIVE MEDIA The respondents said that the most often seen mode of cement advertisement is wall painting with maximum 29.32% followed by hoardings18%.43

KNOWLEDGE OF BIRLA CEMENT: MARKET SURVEY: KNOWLEDGE OF PRODUCT: The respondents said 96.57% customers are well known by Birla Cement. CUSTOMER OF BIRLA CEMENT: MARKET SURVEY: USED OF PRODUCT The respondents said 89.71% of customers are used the product. THE QUALITY COMPARISON OF BIRLA CEMENT SAMRAT WITH OTHER PPC BRANDS MARKET SURVEY: QUALITY COMPARISON Respondents founds the quality of Birla Samrat is better then other PPC brand and believes that Birla Samrat is best cement in comparison with other PPC brands(with 45.14%). TIMELY DELIVERY: MARKET SURVEY: TIMELY DELIVERY 93.14% Customers of Birla Cement are satisfied with delivery of the cement on time. TECHNICAL CONSUMER SERVICES WHEN DEMANDED: MARKET SURVEY: TECHNICAL SERVICES ON DEMAND In this question the respondents were asked if company provides technical consumer services on demand, customers are satisfied with the quality and services provided (with 81.71%).

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SUGGESTIONSDuring this report we have studied the various aspect of management, its function & importance was totally new experience for us. We are very much grateful to everybody in BIRLA CORPORATION LTD.Before concluding my report we would like to give some suggestions: Company should increase T.V. advertisement. There should be customer awareness programmes and consumer education activity so that consumer can avail more services. Company should use sales promotion tools like discount and various schemes & offering to increase sales. The company should increase technical services &quality of packing. Company should improve Brand Image.

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Customer Care Activity

Documents

Transcript of Customer Care Activity