CUSTOMER SATISFACTION LEVEL, QUALITY ASSURANCE AND SERVICES AT SHANKAR PACKAGINGS LTD.

A PROJECT REPORTONCUSTOMER SATISFACTION LEVEL AT SHANKAR PACKAGINGS LTD.

CARRIED ATSHANKAR PACKAGINGS LTD.

A report submitted in partial fulfilment of the requirements of PGDBM Program of Som-Lalit institute of management studies (SLIMS)

SUBMITTED BY:NAME: SRIMOYEE BALPGDBM ROLL NO: 06, DIV: A

Date of Submission: 21/06/2014 Signature of Mentor (Mr. Tejas Sonvane) Marketing ExecutiveCERTIFICATE

PREFACE

Management states that each and every activity is started for the accomplishment of predetermined goals in this competitive environment and only knowledge is not sufficient. The objective of any practical training or project work in management pedagogy should be to develop amongst the students real knowledge about industrial environment and to develop business practical in order to supplement it to the theoretical study of the management in general. Only theoretical knowledge is not sufficient for an individual to perform efficiently in the present fast moving globalized economy. Through this report, I have tried to bridge the gap between theoretical knowledge and practical knowledge.Summer training is a very important part of a PGDBM curriculum. It provides an optimistic iconography for Future existence through which students are able to see the real industrial environment which gives an opportunity to relate theory with practice.

I undertook two months training programme at Shankar Packagings Ltd. (Waghodia) and worked on the project Customer Satisfaction level at SPL . This report is the knowledge acquired by me during this period of training.

ACKNOWLEDGEMENT

The successful completion of any project depends upon the co-operation of many individuals. Through this brief note I would like to acknowledge the help of individuals who have directly or indirectly contributed towards the completion of my project.First of all I would like to express my deepest sense of gratitude to the leading team of Shankar Packagings ltd. Waghodia for providing me an opportunity to carry on my project report in prestigious organization.Hence, I would take this opportunity to put on record my sincere appreciation and gratitude to Mr. Jainendra Rana Sir (Domestic Marketing Manager) , Shankar Packagings ltd., Waghodia for granting me permission to carry out my project.I also express my indebtedness to Mr. Tejas Sonvane,( Marketing Executive) of Shankar Packagings ltd., Waghodia for his kind co-operation, valuable suggestion, guidance and constructive suggestions, positive and supportive attitude and continuous encouragement, without which it would have not been possible to complete the project.Last but not the least; I take pleasure in expressing gratitude to my parents for their needful help, love and affection.I owe my wholehearted thanks and appreciation to the entire staff of the company for their cooperation and assistance during the course of my project. I hope that I can build upon the experience and knowledge that I have gained and make a valuable contribution towards this industry in coming future

-SRIMOYEE BAL

DECLARATION

I, Srimoyee Bal, hereby declare that the report for Summer Internship Project entitled A study on customer satisfaction level at Shankar packagings ltd. is a result of my own work and my indebtedness to other work publications, references, if any, have been duly acknowledged under the guidance ship of Mr. Tejas Sonvane (Marketing Executive) & other Staff cooperation at Shankar Packagings Ltd. (SPL) Waghodia.

Place: Vadodara

Date: 21.06.2014 Srimoyee Bal

TABLE OF CONTENTS

Sl No.TopicPg No.

1.Executive summary8

2.Introduction2.1 Overview of packaging industry2.2 Indian packaging industry2.3 FIBC Industry9-1011-1213-14

3.Company Profile 3.1 About the company 3.2 Certifications 3.3 Product features 3.4 Quality 3.5 Food Safety Policy 3.6 Social Accountability Policy 3.7 Safety Policy 3.8 Clean Room 3.9 Packing and Dispatch16-181920-29303132333435-37

4.FIBC ( Manufacturing process )39-41

5.Research Objectives 5.1 Research Objectives 5.2 Need of the study 5.3 Scope of the study434344

6.Research Methods & Procedure 6.1 Research Methodology 6.2 Data Collection 6.3 Sampling Design 6.4 Limitations of the study46474748

7.Study of the topic Customer satisfaction50-53

8.SWOT Analysis55

9.Data Analysis and Interpretation57-69

10.Findings71

11.Suggestions73

12.Conclusion74

13.Bibliography76

14.Annexure 14.1 Questionnaire78-82

EXECUTIVE SUMMARY

Shankar Packagings Ltd. an ISO 22000 and ISO 9001 certified organization was established in 1985 as a manufacturing unit for HDPE and PP woven sacks. In 1993, a complete integrated state of the art facility was set up for manufacturing of FIBCs. Today jumbo bags constitute the largest percentage of turnover with almost 90% share in exports to Europe and US continent.The survey involved gathering wide information about the company, its products, customer satisfaction and impact of various competitive firms on the company. From the information collected, various aspects were identified where the company needs to focus more to improve the efficiency of marketing team of SPL. The research was conducted through collection of primary and secondary data. Secondary data was collected through visiting various web sites and other reliable sources. Primary data was collected through a well-framed questionnaire, of which later a detailed analysis was done using various statistical I.T. tools like MS Word and MS Excel. On the basis, the secondary data analysis and the extensive analysis of the primary data, interpretations were drawn for the questions and conclusion is drawn. Certain suggestions are also drawn from the analysis to help. Shankar Packagings Ltd., since its inception has consciously followed a policy of continuously investing in up-gradation of human resources, plant, machinery, new technologies and innovations to keep abreast with the latest trends in the packaging industry.

Introduction

OVERVIEW OF PACKAGING INDUSTRY

The global consumer packaging market is valued at approximately US$400b and an estimated US$500b if industrial end markets are included. The Brazil, Russia, India and China (BRIC) markets comprise approximately 30% of global demand, increasing as their economies further develop.The sector includes five main types of packaging. Paper and board (including paper bags and cartons) is the largest consumer packaging category with a ~34% share of the total packaging market. Rigid plastics (tubs, pots and jars etc.) is the second largest packaging category with a ~27% share and is one of the faster growing categories, forecast to grow above real GDP (~4% per year) until 2015.The packaging industry is a multi-faceted, $425 billion global business, which encompasses our everyday lives whether we notice or not! The business grows on average at GDP. Packaging companies (known in the materials industry as converters) are engaged in the conversion of commodity raw materials such as polymer, board or paper into value-added consumer or industrial packaging. Packaging industry is currently valued at over US$ 14 billion and growing at 14-15 per cent annually. There are 100,000 packaging manufacturing companies in operation, representing 5 million jobs.Packaging technology has been undergoing rapid development over the past few decades, with consumers reliant on packaging for food safety and transportability in particular. Recent advances in environmentally friendly packaging are helping packaging manufacturers meet demand for recyclable products as consumers seek to reduce waste and limit the harmful impact of modern living on the environment.

More recently, packaging has evolved from a converting business to a product delivery system increasingly, packaging is moving from an afterthought to integral component of a system, which is designed concurrently with the product it will contain. Clearly, innovation is front and centre.Achieving success in the packaging industry, whether as an investor, packaging company or industry constituent, is first and foremost knowledge. Secondly, it is devising the appropriate strategic plan. Thirdly, it is superior execution.

INDIAN PACKAGING INDUSTRY

The Indian packaging industry is one of the fastest growing sectors spanning across almost every industry segment. Right from packaging of food and beverages, fruits and vegetables, drugs and medicines, to highly dangerous products, the packaging industry has led to greater specialisation and sophistication over a period of years. In fact, packaging involves one of the highest standards of technological expertise, and the entire process from packing to shipment can be right called as the art and science of packaging.

At present, Indian Packaging Industry is currently valued at US $13 billion and ranks 11th in the world and industry experts are of the opinion that the Indian packaging industry is expected to grow to US $16.5 billion by 2015. The annual turnover of Indian packaging industry will touch $ 32 billion by 2025 from the present $ 24.6 billion. In the world scenario, the totalturnover of packaging industry is about $ 550 billion where Indian share is about $ 24.6 billion per annum.All major industries create wealth but if there is one industry that plays a unique role by way of both creation of wealth through a wide range of manufacturing activities and also by way of preserving the wealth or value created by many, many other industries, it is packaging.

Apart from the huge value addition and employment involved in these activities, packaging has served the Indian economy by helping preservation of the quality and lengthening the shelf life of innumerable products - ranging from milk and biscuits, to drugs and medicines, processed and semi-processed foods, fruits and vegetables, edible oils, electronic goods etc., besides domestic appliances and industrial machinery and other hardware needing transportation.

With advancement in technology and general awareness, the packaging sector in India is well poised as most of the raw materials for packaging are abundantly available in the country. Various upgraded technologies are being used in industry such as aseptic packaging, retort packaging and biodegradable packaging to enhance the life of food product. Moreover, the plastic packaging market is expanding rapidly registering a growth of 20-25 per cent per annum and is valued at 6.8 million tonne while the paper packaging industry stands at 7.6 million tonne. The packaging industry is poised to grow rapidly led by the increasing use of innovative packaging equipments and the rising flexible packaging market.

FIBC INDUSTRYManufacturers have struggled in the sluggish economy, and so have suppliers who sell those parts and raw materials. But the bear market has also affected another group: the companies that make and distribute shipping containersfrequently made of fabric. Pallets and drums are still important, but over the last few decades, theres been a steady increase in the use of flexible intermediate bulk containers (FIBCs) to transport goods ranging from cement to flour, and fertilizer to chicken skins.The economy has affected the FIBC industry because so many of these containersare used to ship the raw materials used in manufacturing, such as chemicals and alloys.

The commodity crunchNicknamed bulk bags, these large fabric containers usually haveforkliftstraps at the top and discharge chutes at the bottom, with the vast majority identical cube-shaped containers made of welded polypropylene. Now a commodity, they are invariably made offshore, and its a race to the bottom. But manybulk bagmakers have turned their attention toward new markets and are manufacturing specialty or custom bags at their customers behest. There may be less shipping overall, but these companies are trying to make sure that more shipping is done in fabric containers.

Smarter storageRecent fluctuations infuel costshaveled manufacturersto try to reduce cargo weight when they ship their goods. To some extent, thats good for FIBCs, which are lighter than most alternatives. However, some shippers have stopped using FIBCs and have started lining entire semitrailer containers with 6-mil polyethylene, turning them into one giant bag. When bulk bags are empty, they can be stacked flat, taking up almost no space in the warehouse. Indeed, FIBC makers are doing all they can to supplant metal containers. Risk reductionMany bulk materialseven some as seemingly harmless as flourcan explode if sparked. To make warehouses safer, FIBC makers have created special bags that are designed to dissipate static electricity. A material such as titanium dioxide has got to have a bag that will discharge the static.

Flammability isnt the only risk when transporting and storing chemicals. Many compounds are caustic, corrosive or reactive, and have to be kept in specially lined bags. The liners can be polypropylene or polyethylene, depending on whats least reactive with the chemical in question.Some of these materials are self-heating solids, where you have to use a barrier liner to make sure no air can get in, once the products in there, no air can attack it or it just starts on fire. It sounds risky, FIBCs can be made very durable and puncture-resistant, and still be valuable for their ease of handling, both for the loaded and unloaded.Some bulk bags are lined for a different reason: to provide the cleanest environment possible for the goods inside. Thats the case with Pharmacy Bags, which are small (340 cubic feet), lined and baffled bags intended for pharmaceutical ingredients.

Company Profile

SHANKAR PACKAGINGS LTD

Shankar Packagings Limited is FIBC manufacturing company. It is one of the largest and most respected companies in India's private sector.More than 2 decades of a strong, customer-focused approach and the continuous quest for world-class quality have enabled it to attain and sustain leadership in all its business.SPL has an international presence, with a global spread of offices. A thrust on international business has seen overseas earnings grow significantly. It continues to grow its global footprint, with offices and manufacturing facilities in multiple countries.The company's businesses are supported by a wide marketing and distribution network, and have established a reputation for strong customer support.SPL believes that progress must be achieved in harmony with the environment. A commitment to community welfare and environmental protection are an integral part of the corporate vision.In response to changing market dynamics, SPL has gone through a phased process of redefining its organization model that facilitates growth through greater levels of empowerment.SPLs value lies not only in our cutting edge bulk packaging technologies, but in their unique and innovative sourcing and production strategy. A multi-faceted, multi-dimensional system allows them to supply just the type of FIBC products we need, when and how we need them by leveraging a vast array of qualified local in-house and outsourced resources. Their clients have told them their strategy has paid off, but theyd like to invite them to find out for themselves.At SPLs Flexible Products & Services business, they combine top product quality, comprehensive service and a global presence.Their comprehensive offering of solutions can meet the demands of their most challenging applications. With their deep understanding of the products that are packaged in FIBCs, they can provide the correct options for: Filling and discharging Liners Closures Stitching

Loops

Form stability Hazardous goods ConductivityWHY SPL? Has a fully integrated production system An ISO9001:2008certified company An ISO 22000: 2005 certified company Has the latest plant and equipments Has several years of presence and experience in global markets Has a wide range of products to suit varied requirements Has a ready stock of fabrics and accessories to offer quick shipments Has a strong and mature quality assurance system

They have tight control of their production thanks to their integrated manufacturing systems. They have the experts that secure only high-quality raw materials. Their experienced technicians and state-of-the-art equipment ensure that our operational processes and packaging meet your high standards.In short, they believe we should choose SPL because their clients are their number one priority, not making bulk bags. There visionhas never changed, though our product lines have. They have expanded to meet an ever-growing list of new challenges from SPLs customers: meeting those challenges with new bulk bag designsand new productsand services.They have all facilities under one roof. They have a fully integrated plant with state of art technology. Its 100% integration permits us to deliver our products in multiple options while retaining 100% control over the manufacturing process. Needless to say, they are fully independent from the risks of outsourced and workmanship.There fully integratedplants comfortably accommodate last minute changes in specification and add on orders.

VISION

To consistently excel in packaging technologies and manufacturing processes, enabling the company to continuously retain and improve its global position as a:

Responsible partner in the supply chain management and One stop shop for FIBCs

FACILITIES Efficient organisation of the production facilities along with a high level of integration results in short and flexible production cycles A dynamic quality assurance programme with its focus on online control and analysis of long term trends have resulted in a consistent supply of quality FIBCs with an enviably low ratio of claims to supply A constant endeavour to provide comprehensive solutions to customers in the field of FIBCs - commencing from assistance in designing (when required) to quick and efficient shipments Today, the production range of Shankar comprises of FIBCs, Narrow woven belts, Sewing Yarn and Flat and Circular PP Woven Fabrics

KEY VALUES

Key Values As Cherished at Shankar Packagings LimitedThey believe in value basedexistence and operations. They expect their teammates to imbibe and fully integrate their being with the values as narrated below. Value integration is the first step at SPL to get rooted and flourish further. Customer Care & Commitment high sensitivity towards customer needs, non compromising approach with respect to deliverables, earning credibility through performance Result Orientation Single mindedfocus on outcomes, overcoming all odds to reach the destination Professional & Ethical Conduct Offer value for the price tag, conduct business in ethical way, exhibiting highest standards of integrity Respect for contribution respect bias for action among teammates, nurture talents with demonstrated record of loyaltyand affinity for the organization

CERTIFICATIONS

PRODUCT:STANDARD BAG This is the workhorse design for FIBCs. The standard four loop bags for all types of bulk materials.RangeBase75 x 75 - 120 x 120 cms

Height50 - 225 cms

GSM160 - 270 gsm

FORM STABILISED BAG

These are FIBCS with inner construction of baffles sewn to the main fabric so that the bags retain shape after filling. From Stabilized bags ensure. Saving in Space, Higher Stability after filling, and Retention of the rectangular shape.RangeBase75 x 75 - 120 x 120 cms

Height75 - 225 cms

GSM160 - 270 gsm

CONICAL BAG A Conical bag is shapedas a cone at the bottom. These types of FIBCs are especially suitable to pack Tacky products which are not so free flowing e.g. Clay, Slurries etc. The Conical design provides a gradientfor these materials to 'flow' towards the outlet spout.

RangeBase75 x 75 - 120 x 120 cms

Height50 - 200 cms

GSM160 - 270 gsm

CROSS CORNER BAG Cross Corner loop bag has loops stitchedon the body of the main fabric. These types of FIBCs are prepared when retaining the shape of the lifting loop becomes important. This type of FIBC design is especially popular for Tubular FIBCs.RangeBase75 x 75 - 120 x 120 cms

Height75 - 200 cms

GSM180 - 240 gsm

VENTILATED BAG Ventilated or Breathable bags are FIBCs where the fabrichas breathable stripes. This is useful for products that breathe while packed, especially fruits and vegetables.RangeBase90 x 90 - 110 x 110 cms

Height100 - 200 cms

GSM180 - 220 gsm

U PANEL BAG

This is the workhorse design for FIBCs. The standard four loop bags all types of bulk materials.RangeBase75 x 75 - 120 x 120 cms

Height50 - 225 cms

GSM160 - 270 gsm

TUNNEL LOOP BAG Tunnel loop bags are excellent for ease of and manipulating the FIBCs with a fork-liftRangeBase75 x 75 - 120 x 120 cms

Height50 - 240 cms

GSM170 - 240 gsm

TUBULAR FIBC

Tubular FIBCs made from circularcloth are a popular design for FIBCsRangeBase75 x 75 - 105 x 105 cms

Height50 - 240 cms

GSM160 - 240 gsm

CONDUCTIVE BAG Conductive bags are bags that conduct the charges generated at the time of filling & emptying of the products. These are essential in explosive environments or where the products generate charges that could lead to explosion hazards.RangeBase90 x 90 110 x 110 cms

Height100 200 cms

GSM160 240 gsm

LinersThe liners at Shankar are produced from virgin PE polymers (LDPE and High Molecular HDPE). Extrusion equipments incorporating the latest developmentsin the liner extrusion technology ensure minimum variation in the wall thickness across the surface area and a high degree of clarity. The standard production procedure is to use food approved polymers.The liner manufacturing programme at Shankar offers sufficient flexibility in length, width, thicknessand designs to incorporate a wide range of possibilities. Liners can be sewn or glued with the outer bag. Coloured liners, co extruded liners, conductive liners, antistatic liners can be produced on request.

Horizontal Top

Horizontal Top with Guessets

Bottle Neck Liner with Weld Wings on Sides

Bottle Neck Shaped Top

Diagonal WeldedTop

PRODUCT FEATURES100% RecyclableAll FIBCs are made from virgin polymers.

U/V StabilizationAll components of the FIBCs are U/V stabilizedto 150 KLY (test standardEN 1898-2000).

Food GradeAs a standard procedureall FIBCs are made from food grade polymers approved under FBA: CFR Title 21, 177, 1520 Standards.

FabricsAvailable in coated, uncoated and ventilated. Standard availability in white, but other colours on demand can be supplied subject to a minimum quantity.

Printing

Up to 3 colours and up to 4 sides.Sewing TypesNormal and Dust-proofsewing.

Sewing Thread/WebbingIn various colours including blue, black, green and red. All colours defined by pantone system.

Document PocketsIn various sizes and materials including transparent PE, transparent PP and PVC. Also available in self closing type.

Lifting LoopsAvailable in various styles, designs and colours.

LinersNormal, bottleShaped, Glued or Sewn.

Safe Working Load & Safety FactorsSF 5:1 500 kgs - 2000 kgsSF 6:1 500 kgs - 1500 kgsSF 8:1 500 kgs - 1000 kgs

CertificationAll FIBCs covered by valid certification from labordata Germany.

TraceabilityEach FIBC can be traced back to the order no. and production date.DimensionsAvailable in standard bases from 75 x 75 to 115 x 115 cms. And height from 75 cms to 200 cms. Other measuresavailable on request.

QUALITY

Quality Policy

The Quality Assurance Systemat SPL is a scientific and systemic one based on the twin principles ofonline inspectionandtrend analysis. At SPL they do not compromise on quality, they walk an extra mile to sustain the quality.The online inspection is designed to identify and eliminate possible deviations at the time and point where they occur. The most significant attribute of these FIBCs is that every FIBC can be traced back right up to the order number as well as production date and Quality Inspector.All potential areas of operations where deviations are likely to occur or possibility of occurrence are identified. If such inspection generates values outside the acceptable range, it triggersoff a standard procedureto eliminate the deviation and segregate such production for a more careful inspection.Simultaneously, the recordings of inspectionsmade are computerized to create a data base. This data is then put to statistical analysisto measure long term trends which are periodically analyzed to focus efforts at product improvement.This department is equipped with equipments like test rigdesigned in accordance with the ISO Standardsto conduct load testson FIBCs, tensile testing machineto measure the strength and elongation of the fabrics, webbing, sewing yarns and seams and U.V accelerated weathering machines to measure UV retention as per ISO Standard.

Food Safety Policy

They shall always strive to achieve total customer satisfaction by continual improvement in manufacturing facilities & responsiveness through competent team. Their goal is to manufacture & deliver FIBCs in time, which are free from all contamination for packaging of Food, Pharmaceutical & Other products to their customers with service second to none complying applicable legislation.

Social Accountability Policy

Shankar Packagings Limited is committedto comply with requirement of SA 8000 for ensuringsocial accountability in all areas of its activities and shall strive to continually improve its systems and practices conformingto national and other applicable legal and regulatory act / rules.

Safety Policy

They shall strive for higher productivity with minimum loss of man days on account of accidents and human sufferings. This shall be achieved by observingsafe working conditions all times. They shall continuously train, learn and follow good working practices. They are committedto create safe and healthy work environmentfor a better life.

Clean Room

Operated under ISO a 22000:2005 norm which is duly certified by an external agency they believe they offer one of the best Clean Rooms that this industry can offer. This is their commitment to fulfil their ISO 22000:2005 policy and be a responsible link in the food chain.

Packing FIBCs are packed in wooden palletswhich are subjected to Heat Treatment as per the ISPM standards FIBCs are covered using stretch films to avoid contamination during transportation & storage

DispatchThe Shankar PackagingLimited Dispatch Centre is located about 400 kms from Mumbai at Nhava Shava, the largest port in India. Well connected, the port is easily accessible by road and its geographical proximityand easy connectivity ensure minimum time lag for a shipment. The port of Nhava Shava is frequented by all major shipping linesand provides flexibility in choice of lines that can be used to send shipments across the world without any obstacles as well as on time.

20' Container

No. of Pallets:24

Base size of Pallets:95 x 110 cms

Maximum Height:110 cms

Size of Empty Pallet(L x W x H):95 cms x 110 cms x 12 cms

Approximate Tonnage:8.0 MT

40' Container

No. of Pallets:48

Base size of Pallets:95 x 110 cms

Maximum Height:110 cms

Size of Empty Pallet(L x W x H):95 cms x 110cms x 12 cms

Approximate Tonnage:16.0 MT

40' Container (High Cub)

No. of Pallets:48

Base size of Pallets:95 x 110 cms

Maximum Height:110 cms

Size of Empty Pallet(L x W x H):95 cms x 110cms x 12 cms

Approximate Tonnage:16.0 MT

Global LocationsShankar Packagings ltd has its global presence in Poland, Estonia and South Africa.

Exports Shankar Packagings Ltd exports to following countries...Australia, Belgium, Canada, Chile, Czech Republic, Denmark, France, Germany, Greece, India, Italy, Netherlands, Poland, Russia, Saudi Arabia, Slovenia, South Africa, Spain, Sweden, Thailand, UK, Ukraine and USA

FIBC Manufacturing Process

MANUFACTURING PROCESS

FIBC Manufacturing Process

EXTRUTION

STORAGEWEAVING

PACKINGLAMINATION

FIBC MANUFACTURING PROCESS

TOP LIFTTESTING CUTTING

INSPECTIONWEBBING

SEWING

1) EXTRUTIONHere the mix of virgin polypropylene granules, ultra violetinhibitor, calcium carbonate, and sometimes colour pigment are being melted and converted into tapes in an extrusion plant. At the end of the extrusion line these tapes are wound on bobbins of required a size. This is the first stage of process which determines the tensile strengthof the tape.

2) WEAVINGExtruded tapebobbins are loaded in the circular/tubular weaving loom or setup for the flat (Sulzer) loom. Here the tapes will be woven into fabric of a required specification and size and will be wound in roll form. These woven fabrics are used not only for the body of the FIBC, but also the fill and discharge components.

3) LAMINATION/ COATING(OPTIONAL) Polypropylene fabric is laminated with a semi-clear PP film that is bonded to the woven materialto create a moisture barrier. This is an optional process as per the requirement of the customer.

4) CUTTINGthe fabric in rolls is then run through an automatic cutting machineand will be cut to a specific size. This automatic process is adopted to get better accuracy in cut size.

5) PRINTINGthe body fabricis then fed into a printing machineto make a printing impression on the fabric.

6) WEBBINGHeavier polypropylene tapes along with multifilament thread are woven into webbing which forms the lift loops of the bulk bag.

7) SEWINGhere all the components used to manufacture the bulk bag are brought together. All the gathered parts are assembled to form an FIBC or bulk bag by highly skilledand trained labourers under the supervision of technically qualified supervisors.8) INSPECTIONHere each and every bag will be inspected by a technically qualified person from the quality controldepartment to ensure that each and every bag produced is safe to use.

9) TOP LIFTTESTINGRandom bags will be selected from a particular lot and will be tested to ensure the safe workingload (SWL) is achieved. Generally these tests are conducted with the sample bagsbefore commencing production, but also after completion of the production random samples are taken for top lift test to ensure the weight rating is met or exceeded.

10) PACKING/ BALING / PALLETIZINGAfter the bags are produced, inspected, and tested they are compressed with the help of a press and neatly packed as per the requirement of the customer.

11) STORAGEOnce the bags are baled/palletized, they are immediately shifted to a clean storage room.

Research Objectives

OBJECTIVES:PRIMARY OBJECTIVE:1) The main objective of the study is to find out the customer satisfaction level, quality assurance and services at Shankar packagings ltd. SECONDARY OBJECTIVES:1) To study the latest trends in FIBC industry.2) To know about the target customers of Shankar packagings ltd.3) To study about the perception of customers with reference to availability of products and services in Shankar packagings ltd.4) To study Shankar packagings ltd positioning in the mind of the customers vis-a-vis competitors.5) To find out the factors that affect customers decision to buy (conductive bags).

NEED OF THE STUDY:The need of the study was to determine the customer satisfaction level, quality assurance of the companys product and services. Customers perception and their valuable feedback will provide a way to accurately measure how the customers think about the products and services provided by the company.This project helps to find out the target market for the company and will also enable the company in improving the promotional activities to capture the good and huge market share.

Management needs ongoing feedback from the customers, partners and employees in order to continue to innovative and grow.

SCOPE OF THE STUDY:1) This research work is the result of customer oriented marketing .it is necessary to study systematically the different aspects relating to the marketing process with regards to fulfilling the expectation and needs of the customers.2) Needed to find the relationship between the supplier and the company.3) It helps to understand the need of the customers and their expectations from the company.4) It determines the overall performance of the company.

Research Methods & Procedure

RESEARCH METHODOLOGY

Every research is based on a standard sequence that determines its initialization, flow and completion.

OBJECTIVES DEFINATION

DEVELOP RESEARCH PLAN

COLLECTION OF DATA

ANALYSE THE INFORMATION

PRESENT THE FINDINGS

RESEARCH METHODOLOGYThis report has been prepared on the basis of information collected from different sources. In order to achieve objective of the project proper research method was applied. After going through brainstorming session, objectives were selected and set on the base of these objectives. A questionnaire was designed major emphasis of which was gathering new ideas or insight so as to determine and bind out solution to the problems.

DATA COLLECTION SOURCEPRIMARY DATA:Primary data was very crucial to collect so as to know various past and present customer views of Shankar packagings ltd. Fresh primary data was collected by taking feedback from customers which involved survey method which included instruments like questionnaire.SECONDARY DATA:Secondary data are those which have been collected by someone else and which already have been passed through statistical process. Secondary data has been taken from internet, companys website and companys officials.

RESEARCH APPROACH SURVEY METHOD:The research approach used was survey method which is a widely used method for collection and best suited for descriptive type of research survey includes research instrument like questionnaire which can be structured and unstructured. The instrument which I have used for data collection is structured questionnaire. Questions are closed ended and open ended depending upon the information that needed to be elicited. I have also used the scaling technique to assess the attitude of the customer.

SAMPLING DESIGN

DETERMINING THE SAMPLING SIZE:The sample size for the survey was 50 respondents. These were the loyal customers of the company.

DETERMINING THE SAMPLING TECHNIQUE TO BE USED:The technique used to collect data from the respondents is convenience sampling.

LIMITATIONS OF THE STUDY: The responses that I have got from the customers cannot be considered as totally perfect because of various personal and other limitations. As customers expectations and experiences include more of psychological aspects of the survey made during a particular time period will give the information about the customers during that particular time period. In order to be up-to-date in understanding the level of satisfaction periodic surveys are necessary. Due to time constraint during the period it could not be made possible to explore more area of concern pertaining to study. All the survey questions are undisguised or direct. Hence there is a scope for the respondents to be biased or pretentious. The sample size is small due to specified reasons.

Study of the Topic

STUDY OF THE TOPIC

Customer satisfactionis a term frequently used inmarketing. It is a measure of how products and services supplied by a company meet or surpass customer expectation. Customer satisfaction is defined as "the number of customers, or percentage of total customers, whose reported experience with a firm, its products, or its services (ratings) exceeds specifiedsatisfactiongoals."It is seen as akey performance indicatorwithin business and is often part of aBalanced Scorecard. In a competitive marketplace where businesses compete for customers, customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy.Customer satisfactionis important because when a customer is happy with a service or goods provider, they are most likely to be loyal and to make repeat orders and to use a wide range of services offered by a business. This will boost business sales.Customer satisfaction is the state of mind that customers have about a company when their expectations have been met or exceeded over the lifetime of the product or service. There are some important implications of this definition: Because customer satisfaction is a subjective, non-quantitative state, measurement won't be exact and will require sampling and statistical analysis. Customer satisfaction measurement must be undertaken with an understanding of the gap between customer expectations and attribute performance perceptions. There should be some connection between customer satisfaction measurement and bottom-line results.

"Satisfaction" itself can refer to a number of different facts of the relationship with a customer. For example, 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 expectations

Each industry could add to this list according to the nature of the business and the specific relationship with the customer. Customer satisfaction measurement variables will differ depending on what type of satisfaction is being researched. For example, manufacturers typically desire on-time delivery and adherence to specifications, so measures of satisfaction taken by suppliers should include these critical variables.Clearly defining and understanding customer satisfaction can help any company identify opportunities for product and service innovation and serve as the basis for performance appraisal and reward systems. It can also serve as the basis for a customer satisfaction surveying program that can ensure that quality improvement efforts are properly focused on issues that are most important to the customer.Customer satisfactionis the key aim in selling process. It is estimated that it costs five times as much to attract new customers as to retain an existing one. The relationship between the customer and the organisation is very important. Customers are the end users of products and services produced by any company and customer satisfaction are extremely important in increasing profit marginsas well as customer retention. If you satisfy your customers they will be more likely to come back and also bring their friends.In a surveyof nearly 200 senior marketing managers, 71 percent responded that they found a customer satisfaction metric very useful in managing and monitoring their businesses. A study by Info Questfound that a totally satisfied customer contributes 2.6 times more revenue than a somewhat satisfied customer. Furthermore, a totally satisfied customer contributes 14 times more revenue than a somewhat dissatisfied customer. Satisfaction plays a significant role in how much revenue a customer generates for your business. Successful businessunderstands the importance of customer lifetime value (CLV). If you increase CLV, you increase the returns on your marketing dollar.Customer lifetime value is a beneficiary of high customer satisfaction andgood customer retention. Customer satisfaction is tightly linked to revenue and repeat purchases. What often gets forgotten is how customer satisfaction negatively impacts your business. Its one thing to lose a customer because they were unhappy. Its another thing completely to lose 20 customers because of some bad word of mouth.

Customer satisfaction plays an important role within your business. Not only is it the leading indicator to measure customer loyalty, identify unhappy customers, reduce churn and increase revenue; it is also a key point of differentiation that helps you to attract new customersin competitive businessenvironments.The level of satisfaction a customer has with a companyhas profound effects. Studies have found that the level of customers satisfaction has a positive effect on profitability: A totally satisfiedcustomer contributes 2.6 times as much revenue to a company as a somewhat satisfied customer. A totally satisfied customer contributes 17 times as much revenue as a somewhat dissatisfied customer. A totally dissatisfied customer decreases revenue at a rate equal to 18 times what a totally satisfied customer contributes to a company.

The key to improving customer satisfaction is to implement a system that will measure and track the performance of the key customer touch points such asquality, on time delivery, andbilling errors. The system will also monitor potential opportunities to help customers such as order quantities, shipped quantities, andlead times, which can be used to help

reduce costs both internally and for the customer. These opportunity indicators provide your sales force with powerfulinformation that can be used to match order sizes with truckload quantities, match order sizes with efficient production runs, quote reasonable delivery dates based on raw material availability. This type of information tracking allows companies to run more efficiently and build long- term partnerships with their customers.

Measuring customer satisfaction is a relatively new concept to many companies that have been focused exclusively on income statements and balance sheets. Companies now recognize that the new global economy has changed things forever. Increased competition, crowded markets with little product differentiation and years of continual sales growth followed by two decades of flattened sales curves have indicated to today's sharp competitors that their focus must change.Competitors that are prospering in the new global economy recognize that measuring customer satisfaction is a key to success. Only by doing so can they hold on to the customers they have and understand how to better attract new customers. The competitors who will be successful recognize that customer satisfaction is a critical strategic weapon that can bring increased market share and increased profits.Service quality is viewed as a form of attitude representing a long-run overall evaluation. Maintaining service quality at certain level and improving service quality must be life-time efforts to those companies who desire life-time prosperity in customers heart (Cronin& Taylor, 1992)

SWOT Analysis

SWOT ANALYSIS OF SHANKAR PACKAGINGS LTD.STRENGTHS

SPL has a fully integrated production system As ISO 9001:2008, ISO 22000:2005 certified company. Have a strong and mature quality assurance system. Have the latest plants and equipments. Have several years of presence and experience in global markets. Have a wide variety of products to suit varied requirements. Has a ready stock of fabrics and accessories to offer quick shipments.

WEAKNESS

Backlogs due to labour absenteeism. Lack of time to time internet information updating of SPLs website.

OPPORTUNITIES

Monopoly in quality conductive bag making in Gujarat, Rajasthan, and Maharashtra. Expansion in southern region.THREATS

Competitors Fluctuating prices of raw materials Labour shortage

Data Analysis and Interpretation

ANALYSIS AND INTERPRETATION

1) Are you satisfied with Shankar packagings ltd. Image for the following? Chart 1: Shankar packagings ltd. imageInference:The sample drawn on the probability basis clearly shows that 66% of the customers are very satisfied with the internet presence of Shankar Packagings ltd. 6% are very satisfied, 26% neutral about the internet presence. While 67% of the respondents are satisfied with information material provided by SPL, 33% are very satisfied, and 56% respondents are satisfied with the technical consulting services given at SPL. 12% of the respondents are very satisfied, 18% are neutral about the consulting services provided 12% are dissatisfied and 2% are very dissatisfied.

OBSERVATION:As majority of the customers are satisfied with the internet presence of Shankar packagings ltd. The company should always try to timely upgrade the sites as and when required. So that half of the query of the customer gets solved through the website itself. Customers are also satisfied with the information material provided to them that is brochures, manuals, catalogues etc) and even the technical consulting services. The company should maintain the same standard and it is suggested to come up with suitable measure to reduce the negative opinion among the consumer who is of the opinion that the fuel consumption is a dissatisfying factor

2) What is your opinion of Shankar packagings ltd. order processing?

CHART: 2 Inference: The sample drawn on the probability basis clearly shows that 22% of the customers are satisfied with the adherence to delivery dates of Shankar Packagings ltd. 26% are dissatisfied, 36% are neutral they are neither satisfied nor dissatisfied.20% of the respondents are satisfied with the flexibility of delivery time and quantity,18% are dissatisfied and 18% are very dissatisfied on the other hand 44% are neither satisfied nor dissatisfied.70% are satisfied with packaging of bags, 10% very satisfied and 20% neutral about it.OBSERVATION:As majority of the respondents are satisfied with the packaging of bag of Shankar packagings ltd. But the customers are unhappy and dissatisfied with the adherence to delivery dates, the company should maintain the same standard and it is suggested to come up with suitable measure to reduce the negative opinion among the customers. 3) What do you think about the technical consulting services at Shankar packagings ltd.? CHART: 3 Inference:Out of 100% of the respondents, 56% of the respondents approached were satisfied with variety of solutions provided at SPL, 12% were very satisfied, 18% 0f the respondents were neutral about it, 12% were dissatisfied and 2% were very dissatisfied. Regarding speed of response and technical know-how at SPL 40% and 48% of the respondents were satisfied, 14% and 2% were very satisfied, and 16% and 46% were neither satisfied nor dissatisfied with it. 18% and 4% were dissatisfied and 12% were very dissatisfied.OBSERVATION: Majority of the respondent are satisfied with the variety of solutions provided. But on the other hand some of the customers are dissatisfied with the speed of response. Even many of the customers have suggested that SPL should increase their communication during delivery lead times.

CHART: 4 Do you consider Shankar packagings ltd. product quality satisfactory?

Inference: Out of 100% of the respondents, 74% of the respondents approached were satisfied with the products design and function, while 62% of the respondents are satisfied with the safety feature of the product, 52% customers are satisfied with performance and economic lifetime whereas 42% of the respondents are satisfied with the product quality and 24% are satisfied with pricing of the product. Majority of the customers are dissatisfied with the pricing of the product that is 22% and 4% are dissatisfied with the design and function, 2% are dissatisfied with the safety of the product.

OBSERVATION:Majority of the customers are dissatisfied with the pricing of the product that is 22% and 4% are dissatisfied with the design and function, 2% are dissatisfied with the safety of the product. SPL charges what is prevailing in the market. SPLs price is higher than that of our competitors price. But the quality that SPL is providing is much more quality product compared to competitors product. Customers are even satisfied with the design and function of the bag.

CHART: 5What is your opinion of Shankar packagings ltd. customer service? Inference:This graph shows that mostly customers are satisfied about staff knowledge at SPL , after that customers are satisfied with customer support and assistance , many customers are neutral , very low customers are dissatisfied with customer support and some percentage of customers have problem regarding handling of complaints at SPL.

OBSERVATION:Majority of the respondents have the opinion that the staffs knowledge is very good at SPL. But the customers are dissatisfied with the way company is handling their complaints. And they have mixed opinion about the customer support at SPL.The company should try to increase the customer support service during the lead times and try to resolve their queries. CHART: 6 How would you rate Shankar packagings ltd. as a supplier?

Inference:The sample drawn on the probability basis clearly shows that 52% of the respondents have rated SPL as a good supplier, 8% have rated as an excellent supplier, 30% as average and 10% as below average supplier.

OBSERVATION:Majority of the respondents have rated SPL as a good supplier. This shows that SPL has excelled in almost every aspect to satisfy its customers expectations. The company should maintain thesame standard and it is suggested to comeup with suitable measure to reduce the negative opinion among the consumer.CHART: 7How would you rate Shankar packagings ltd. with our competitors?

Inference:This graph shows that most of the customers have rated SPL as above average supplier in terms of product quality that is 70%, 46% of the respondents have rated SPL as equal with competitors in terms of technical support given.

42% of the respondents have rated as below average supplier compared to the competitors in terms of customer services provided.OBSERVATION:Majority of the respondents have rated Shankar packagings ltd. as an above average company compared with our competitors. This shows that SPL has proved itself to be at the top in the minds of the customers covering each and every aspect of product features.

CHART: 8 COMMUNICATION

Inference:As 48% of the respondents are satisfied that they are happy with the communication needs at SPL, it satisfies that the customer satisfaction levels are very high. If the company were to identify the pitfalls and undertake remedial measure, thus it will lead to more good word of mouth public.CHART: 9 DELIVERY LEAD TIMES

Inference:The sample drawn on the probability basis clearly shows that 42% of the respondents are neither satisfied nor dissatisfied with delivery lead times, 24% are dissatisfied, and 18% are very dissatisfied only 16% are satisfied with it.OBSERVATION:Majority of the respondents that is are neither very satisfied nor dissatisfied with the adherence to delivery dates of the order.

The company should try to match the delivery dates and do the timely dispatching of the orders.

CHART: 10 VALUE FOR MONEY PAID

Inference:The sample drawn on the probability basis clearly shows that 48% of the respondents are satisfied and 18% are very satisfied as they are getting the value for money paid, 24% are neutral and 10% are dissatisfied.OBSERVATION:As majority of the respondents are satisfied and they think that they are getting the value for money paid, the company should maintain the same standard and it is suggested to come up with suitable measure to reduce the negative opinion among the consumer who is of the opinion that it is not value for money paid.

CHART: 11 EASE OF DOING BUSINESS WITH SPL

Inference: The sample drawn on the probability basis clearly shows that 10% of the customers are very satisfied doing business with SPL 42% are satisfied, 20% are dissatisfied and 2% are very dissatisfied.OBSERVATION:Majority of the respondents have rated SPL as a good supplier. This shows that SPL has excelled in almost every aspect to satisfy its customers expectations. The company should maintain thesame standard and it is suggested to comeup with suitable measure to reduce the negative opinion among the consumers.

CHART: 12 Inference:This graph shows that mostly customers are satisfied with the product variety of SPL , after that customers are satisfied with the service attitude and behaviour , many customers are neutral , very low customers are dissatisfied with easy approach to staff and services.

CHART: 13

Inference:The sample drawn on the probability basis clearly shows that 68% of the customers would like to recommend SPL to others, whereas 32% said no.OBSERVATION:Majority of the respondents have rated SPL as a good supplier and they would recommend SPL. This shows that SPL has excelled in almost every aspect to satisfy its customers expectations. The company should maintain thesame standard and it is suggested to comeup with suitable measure to reduce the negative opinion among the consumers.

Findings

FINDINGS

Based on the data gathered by administrating schedules to customers the following observations are made.1. Majority of the customers are satisfied with the internet presence of Shankar packagings ltd. as they get half of the queries solved over there. According to the data shown in table 1 of the data analysis and Interpretation topic.

2. Customers are very satisfied with the product quality of SPL. the competitors are not able to provide such a quality product with great economic life time and performance at this price.

3. Customers are neutral about the pricing of the product of SPL. SPL charges what is prevailing in the market. SPLs price is higher than that of our competitors price. But the quality that SPL is providing is much more quality product compared to competitors product.

4. Customers find the products performance and economic lifetime as satisfying and they find it value for the money paid.

5. Customers have rated Shankar packagings ltd as above average company in comparison with the competitors. SPL has excelled in almost every aspect to satisfy its customers expectations.

6. Majority of the respondents that is 36% are neither very satisfied nor dissatisfied with the adherence to delivery dates of the order. The company should try to match the delivery dates and do the timely dispatching of the orders.

Suggestions

SUGGESTIONS

Communication needs should be increased during the delivery times. So that the customer get the timely update for tracking his order. Some extra efforts should be put towards traders in terms of communication.

As there is delay in meeting the dispatch dates of the order and the company is not able to meet the delivery dates as the production is not in full efficiency this is due to labor absenteeism. For tackling with the labor absenteeism problem at Shankar Packagings Ltd., labor should be provided with the transportation facility. Because workers sometimes remain absent due to transport difficulties.

Absenteeism can be better tackled through guidance and counseling. They should be encouraged to be regular through proper education and guidance. Habitual absentees should be called by the personnel counselors to impress upon the seriousness of their absence and the need to be regular.

Errors and mistakes should be checked on the companys website and even brochures.

CONCLUSION

SPL charges what is prevailing in the market. SPLs price is higher than that of our competitors price. But the quality that SPL is providing is a much more quality product compared to what the competitors are providing.

Adherence to delivery dates is the main problem currently prevailing in company due to which the customers are not getting the orders on time and the customers are getting very dissatisfied.

SPL have expanded to meet an ever-growing list of new challenges from SPLs customers: meeting those challenges with new bulk bag designs and new products and services.

Majority of the customers are happy with SPLs product quality, it satisfies that the customer satisfaction levels. If the company were to identify the pitfalls in the dispatch of the goods, thus it will lead to more good word of mouth publicity.

The company is offering good services, which is reflected on the satisfaction of the customer.

Majority of the customer are satisfied with the product quality of the jumbo bags.

Bibliography

BIBLIOGRAPHY / WEBOGRAPHY BOOK REFERENCES

Business research methods 8e Zikmund, Babin, Carr, Adhikari, Griffin

Marketing Management 14e Philip kotler, Kevin lane Keller, Abraham koshy, Mithileshwar jha

REFERENCES

www.shankarpack.com http://www.nobleprinting.com/pdf/report_on_packaging_industry_in_india.pdf http://piai.org/Trends.aspx http://articles.economictimes.indiatimes.com/2014-01-06/news/45918769_1_packaging-industry-indian-institute-n-c-saha http://specialtyfabricsreview.com/articles/1009_f3_containers.html

Annexure

CUSTOMER SATISFACTION QUESTIONNAIRE

(Please give your opinion to Details for filling in the questionnairequestions below and tell us 1. Please fill in the questionnaire completely.how content you are with Shankar 2. Please mark only one item per question.Packagings ltd.) 3. Your comments and suggestions are welcome

Your statements will be kept in confidence and only be used for internal purposes Thank you very much for your support

VOLUNTARY DECLARATION:

COMPANY:

I. Are you satisfied with Shankar packagings ltd. image for the following?PATICULARSVERY SATISFIEDSATISFIEDNEUTRALDISATISFIEDVERY DISATISFIED

Internet presence

Information material(brochures,manuals,catalogues etc)

Consulting and service

II. What is your opinion of Shankar packagings ltd. order processing?PATICULARSVERY SATISFIEDSATISFIEDNEUTRALDISATISFIEDVERY DISATISFIED

Adherence to delivery dates

Flexibility of delivery time and quantity

Packaging of Bags

III. What do you think about the technical consulting services at Shankar packagings ltd.?PATICULARSVERY SATISFIEDSATISFIEDNEUTRALDISATISFIEDVERY DISATISFIED

Variety of solutions

Speed of response

Technical know-how

IV. Do you consider Shankar packagings ltd. product quality satisfactory? PATICULARSVERY SATISFIEDSATISFIEDNEUTRALDISATISFIEDVERY DISATISFIED

Product quality

Design and function

Price

Performance and economic life-time

Safety

V. What is your opinion of Shankar packagings ltd. customer service?PATICULARSVERY SATISFIEDSATISFIEDNEUTRALDISATISFIEDVERY DISATISFIED

Customer support

Handling of complaint

Staffs knowledge

VI. How would you rate Shankar packagings ltd. as a supplier?

Excellent good average below averageSupplier rating

VII. How would you rate Shankar packagings ltd. with our competitors?PATICULARSABOVE AVERAGEBELOW AVERAGEEQUAL

Image

Quotation processing

Technical support

Product quality

Customer service

VIII. CommunicationPATICULARSVERY SATISFIEDSATISFIEDNEUTRALDISATISFIEDVERY DISATISFIED

How satisfied are you with our companys efforts to meet your communication needs?

IX. DeliveryPATICULARSVERY SATISFIEDSATISFIEDNEUTRALDISATISFIEDVERY DISATISFIED

How satisfied are you with our product delivery lead times?

X. Product valuePATICULARSVERY SATISFIEDSATISFIEDNEUTRALDISATISFIEDVERY DISATISFIED

How satisfied are you with our products as representing value for the money paid?

XI. OverallPATICULARSVERY SATISFIEDSATISFIEDNEUTRALDISATISFIEDVERY DISSATISFIED

How satisfied are you with the ease of doing business with our company?

RATING:1= Excellent, 2= Good, 3= Satisfactory, 4= poor, 5= very poor

XII. PATICULARS12345

Is it easy to approach the staff and is the service reachable?

Service attitude and behaviour in Shankar packagings ltd.

How sufficient is the product variety in Shankar packagings ltd.

XIII. Would you recommend Shankar packagings ltd. to a company? YES NORecommendation

XIV. Do you have any comments or suggestions that would help us improve.................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................

SLIMS BATCH 2013-15Page 21