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Transcript of kirloskar
A
Research Report
On
“CONSUMER SATISFACTION LEVEL AT KIRLOSKAR LTD”
By
“VISHAL AWASTHI”
Under the guidance of
“MR. SUDESH SRIVASTAVA”
“INSTITUTE OF BUSINESS MANAGEMENT C.S.J.M.
UNIVERSITY, KANPUR”
In the partial fulfillment of the requirement for the award of
The degree of
Master of Business Administration (MBA)
DECLARATION
I hereby declare that Training research report on “CONSUMER SATISFACTION LEVEL AT
KIRLOSKAR LTD WITH SPECIAL REFERENCE IN MACHINERY SECTOR” NEW
DELHI is a factual report of my own research work undertaken towards partial fulfillment of the
degree of management. The facts and figures presented here is correct and true to best of
knowledge & belief.
VISHAL AWASTHI
MBA- FT
(2011-2013)
2
Jeevan Tara Building, 5 Parliament Street, Connaught PlaceNew Delhi, DL
011 23742538
CERTIFACATE
This is to certify that vishal awasthi student of M.B.A. (2011-2013)
I.B.M. OF C.S.J.M. UNIVERSITY ,KANPUR has prepared a summer
internship project report on “CONSUMER SATISFACTION LEVEL AT
KIRLOSKAR LTD.” In partial fulfillment of two years full time M.B.A.
programme of C.S.J.M. UNIVERSITY, KANPUR. This project work has
been undertaken under my supervision and found satisfactory.
Date:- 03.08.2012 Ramesh Shankar
Place:- New delhi (sales officer)
Delhi Zone
Kirloskar ltd.
3
CONTENTS
Sl no Titles Page no
1. Executive summary 1
2. Introduction 2
3. Industry profile 3-4
4. Company profile 5-12
5. About Kirloskar Company 13-33
6. Need for the study 34
7. Objectives of the study 35
8. Research Methodology 35-36
9. Analysis and Interpretation 37-52
10. Hypothesis 53-55
11. Cross Tabulation 56
12. Findings 57
13. Suggestion 58
14. Conclusion 59
15. Bibliography 60
16. Questionnaire 61-63
4
Executive Summary
5
Executive summary
The research title to study the “Customer satisfaction level at kirloskar ferrous industries” At
KIRLOSKAR FERROUS INDUSTRIES LTD helps to identify the customer satisfaction of KFIL
(PIG IRON) products on consumers. The reasons for selecting this as project title are to know the
attitude of the customers towards KFIL products, to identify the impact and so understanding the
customer’s satisfaction is a very difficult and vital task for the organization towards KFIL
products.
Today’s competitive scenario understanding customer satisfaction has been receiving increasingly
importance and it has become one of the most important tasks for the successful organization.
By this study I come to know how industrial buying behavior and the customers satisfaction levels
towards the KIRLOSKAR (PIG IRON) product. And also I came to know the customer
satisfaction is the very important towards the company product customers are the back bone of
the company and while preparing the product the company should have to maintain quality,
quantity pricing and in time is the most important to the company. The company should aware of
this element. It also helps the elements which help the company to create the awareness and build
image of the company and it will increases maximum sales of the Kirloskar products are like
engine body, pig iron, DG(diesel generator) etc… . This study also helps to know the company
satisfaction level towards customers and I come to know what are the strategies implementing for
improving sales and the company maintaining quality &quantity, and sufficient price of the
product to the customers
And I also studied about ORGANISATION of KFIL (KIRLOSKAR FERROUS
INDUSTRIES LTD). So in that I studied every department of the administration how they
maintain organization, their work and they are responding quickly to customers their top level
peoples in the administration
6
INTRODUCTION
7
INTRODUCTION
“ORGANIZATION”, as the name suggests it is an organized system or body of people. To
understand the function of any organization practically there is a need to come out of the
theoretical study and to have a look on the real organization to analyze and compare the theory
with the practical. This could be achieved only when one will go through the real practical
experience.
Organization study helps to know the real picture of the organization, its function, its
policies, procedures, methods and more over to understand whether our theoretical aspects are
really implemented by any company or not. Organizational study helps to learn the new methods,
technology used by the company. It enhances the knowledge about the company and its
competitors and the technique /strategies adopted by them to meet there competition. Overall it
helps in knowing learning and to study any organization closely.
And along with this I studied Customer satisfaction with kirloskar products most of the
thing I came to know while done the project and customers are very important as we it is the
main aspect of the company. The customers are back bone of the company the companies people
should aware while before they survive product to the customers
By this project I come to know the customer should satisfy with products and we should
provide quality and good service to customers. If the company follow
8
INDUSTRY PROFILE
INDUSTRY PROFILE :
9
India is gifted with large quantity of Iron ore with a high ferrous content, which is the crucial
raw material for producing the steel. Hence India is one of the largest producers of steel in the
world.
With the help of liberalization, globalization of economy in the process. There is a
significant scope for economic development, which means there will be focus on the
infrastructure. This will be focus on the infrastructure. This will lead to considerable demand for
steel. As it’s main applications are in the construction, engineering and automobile sectors, which
are key elements in building the infrastructure steel in universal intermediate and ahs very strong
forward end backward linkages hence steel industry has become one of the core sector of the
economy.
Though India is one of the largest steel producers. It has a very low percepts consumption of steel
in comparison with other developing and developed countries. As demand for steel is one the rise
we can expect good rise in the consumption.
India is fortunate in having intensive iron ore deposits with reserves estimated at 10.3
billions which is more than 1/4th of the world’s reserves. Further the average iron ore content of
Indian ore is above 60% in India, the iron ore reserves are mainly found in the states Orissa,
Karnataka, Bihar, Madhya Pradesh, Goa, Andhra Pradesh, Rajasthan and some parts of western
Maharashtra.
The steel industry has harvested to the bitter fruit of this excessive optimism in the firm of
overextended capacities throughout the world. Steel is not without lots of company in that regard.
Another important influence on steel intensity is the replacement of steel by other
materials. Calculating that portion of the reduction in the specific consumption of the steel that is
due to the use of other materials is extremely difficult.
However, estimates made by the International Iron and steel Institute would seem to
indicate that for all of the Western industrialized countries the rate of substitution of materials
such as plastics, aluminum, glass and timber for steel is presently standing at between 2 and 5
percent of steel consumption.
Earlier to the Government liberalization and de – licensing policies in 1991–92,
there was manly two Pig Iron produces in the Indian market; the two Pig Iron producers were
TISCO and SAIL. They used to produce basic grade Pig Iron which contains less silicon content
10
when conversion to foundry grade Pig Iron. So when this is to be used by the foundries they have
and Ferro silicon for the conversion to
foundry grade also the availability quantity of Pig Iron to the foundries was very much limited
because only of ISCO and SAIL were looking after all the foundries in India.
After the liberalization and de-licensing policies of government and private sectors
showed keen interest in the Pig Iron manufacturing units that to in the production of foundry
grade Pig Iron, TATA group in collaboration with Korf Brazil started supplying mini blast
furnace of 250 cubic meters. When blast furnaces were available, many private sectors started.
Producing Pig Iron among them, Sese, Goa, Usha Ispat, Sisco (Southern Iron and Steel Co. ltd).
Uni Metal,
Meco, Lanco, Sathavana, Kirloskar are main. These all Pig Iron producers started producing
mainly foundry grade Pig Iron.
11
COMPANY PROFILE
12
COMPANY PROFILE
COMPANY PROFILE AT A GLANCE.
Name of the Organization : KFIL
Year of Establishment : 1992
Address : KFILNH-13, Koppal - Hospet Road,Near Hitnal, Bevinahalli,Koppal – District.
Product Range : Manufacturing of Pig Iron in 3 Different Grades. Foundry Grade & Castings S.G. Grade Basic Grade & Castings
Branches : 27 Branches in all over India
Constitution : Wholly owned by “Laxman Rao Kirloskar”.
Total Investment : 240 Crores initially
Trade Mark : “KIRLOSKAR”
Capacity of the Unit : 3, 00,000 tones per year.
Infrastructure facility : Following Own land about 200 acres Plant & machinery worth Rs. 1433.118 Million Iron ore available within 20 Kms.
COMPANY PROFILE
13
It has now been more than a century since the Kirloskar story started. We started with an
aim of becoming the pioneers in fields in which our country needed innovation. In the 100 years
and more that we have been in existence as a family and as an organization, we've been seminal to
Indian agricultural and industrial development. We gave India its first iron plough, pump and
engine; inventions that were devised from the need of the hour and went on to become signs of the
time. Which is why our group history can in many ways can be considered a history of the
economic and industrial revolution in India.
The founder and the first factory village
The Kirloskar story starts with Laxmanrao Kirloskar, the founder. A
man who believed that an understanding of one's environment and reality was
essential to the manufacture of path-breaking industrial implements. From this
steadfast belief was born the iron plough, the first Kirloskar product. Originally
intended as an essential aid to agriculture, the plough soon became an icon of reform and
revolution.
A highlight of the early history of the group is Kirloskarvadi, India's first industrial
township. A model factory-village created by Laxmanrao and his band of dedicated workers.
In January 1910, when the Kirloskar were being ousted from Belgaum to make room for a
new suburb, they found themselves in dire need of a place to live and work. Sensing this need, the
Raja of the princely state of Aundh, who admired and respected Laxmanrao Kirloskar, offered the
latter all the land he needed in Aundh state.
Two months later, Laxmanrao Kirloskar set foot on 32 acres of barren land strewn
with cacti and infested with cobras. Driven by his faith in human ability, Laxmanrao banded
together 25 workers and their families and succeeded in transforming the barren expanse into his
dream village. Ramuanna, Laxmanrao's brother, planned and administered the township,
Shamburao Jambhekar doubled as engineer and all-round healing man, K.K.Kulkarni, an
unsuccessful student, became a manager, treasurer and
14
Odd jobs man, Mangeshrao Rege was the clerk and chief accountant, Anantrao Phalnikar;
a school drop-out flowered into an imaginative engineer. Such was our founder's faith in the
human being that, Tukaram Ramoshi and Priya Mang, both convicted dacoits, became the trusted
guards of Kirloskarvadi!
The first Kirloskar Group Company
Kirloskar Brothers Limited (KBL) - the first Kirloskar venture at
Kirloskarvadi was to become the base for all of the Kirloskar Group's
subsequent enterprises. It began as the only Indian company with its own
standard products - the fodder cutter and the iron plough, which competed with
the British products. KBL also manufactured groundnut shellers, sugarcane crushers and pumps,
which were to usher in a new economic order in the Indian industry. To power these machines,
diesel engines, coal gas generators and electric motors were developed at Kirloskarvadi.In a
display of great versatility, KBL then shifted its focus to fluid handling and control. As India's
largest manufacturer of pumps and valves, and also the group's flagship company, KBL lends its
strength and expertise to every new venture of the Kirloskar Group.
KIRLOSKAR GROUP HISTORY
1888 - Mr. L. K. Kirloskar established the Kirloskar Group.
Iron plough was the first product.
1910 -Factory set up in Kirloskarwadi to manufacture sugarcane crushers, groundnut
shellers,farm implements, and hand pumps In 1946, manufacture of water pumps for
irrigation started.
Company today is known as Kirloskar Brothers Ltd. and was incorporated in 1920.
1910-1946 - Various products like sugarcane crushers, groundnut shellers, farm implements,
hand pumps were launched.
1946 - Kirloskar Oil Engines Ltd. Was established.
1957 - Kirloskar Pneumatic Co. Ltd. was established.
1992 - Kirloskar Ferrous Industries Ltd. was established.
2006 - Kirloskar Chillers Pvt. Ltd. (Established in 1996 as Kirloskar McQuay Pvt. Ltd.)
Present generation is the 4th generation of Kirloskar, successfully handling the group companies.
15
Kirloskar Group Companies
KIRLOSKAR GROUP BUSINESS:
KIRLOSKAR BROTHERS LTD
Turnkey Projects, Centrifugal Pumps, Valves, Hydro Turbines, Anti Corrosion Products
Kirloskar Oil Engines Ltd .
Diesel Engines, EngineBearings&Valves, Reciprocating, Compressors
Kirloskar Pneumatic Company Ltd.
Screw Centrifugal, Compressors, Traction Gears, Gearboxes, Refrigeration Projects, Flake Ice
Plants
Kirloskar Chillers Pvt. Ltd
Reciprocating Chillers, Centrifugal Chillers, Screw Chillers
16
KIRLOSKAR FERROUS INDUSTRIES LIMITED (KFIL).
Kirloskar Ferrous Industries Ltd. Is the youngest company in K-Group is a large-scale
industry to begin operations in rural and industrially backward district of Koppal.
KFIL was conceived around 1992 triggered by the following factors:-
1. Rapid growth in automotive and farm mechanization sectors.
2. De-licensing and liberalization policies of the government.
3. High volume demand for castings from the above sector.
4. Demand of the thin walled casting with less machining allowance.
5. Demand of accuracy of castings capable of being machined in CNC machine in
single pass.
Keeping this in mind K group came up with idea of founding KFIL with the experience
and expertise available in the group in field of foundry business.
To ensure the desired quantity of raw materials and cost effectiveness in operation, KFIL
simultaneously went for PIP. It took advantage of abundant availability of Iron Ore, in Hospet
Bellary region and thus located the plant near Hospet.
With this KFIL enjoys the following advantages in the castings production.
A modern plant set to deliver castings of international quality to deliver the highest levels
of customer’s satisfaction.
Only foundry in Asia with backward integration of liquid metal.
Uninterrupted raw materials source availability like metallic iron ore and water. It may be
noted that region is located on the banks of Tungabhadra River.
Connected through a network of state and NH for transportation of raw materials and
finished goods.
17
KFIL TIMELINE:
1994 Year of inception
1994 Commercial production of pig Iron from Mini Blast Furnace I.
1995 Commercial Production of Grey Iron Casting
1995 ISO – 9002 Certification
2001 QS 9002 Certification
2002 ISO 14000 Certification
2005 ISO/TS 16949: 2002
2006 Acquired Solapur Foundry from Kirloskar Oil Engines Ltd.
DYNAMIC PEOPLE OF KFIL
Mr. Atul.C.Kirloskar Chairman
Mr. Sanjay.C.Kirloskar
Mr. R.V. Gumaste Managing Director
BOARD OF DIRECTORS
Mr. C.V.Tikekar.
Mr. S.N.Inamdar.
Mr. S.K. Singhai.
Mr. G.A.Tadas.
Mr. A.R. Jamenis.
Mr. A. Mnudewadi.
COMPANY SECRETARY
Mr. C.S.Panicker
AUDITORS
Mr.P.G.Bhagwat. (Chartered Accountant).
BANKERS
State Bank of India.
18
Bank of Baroda.
Bank of Maharashtra.
IDBI Bank
UTI Bank
ICICI Bank
NATURE OF BUSINESS CARRED:
The company manufactures the Pig Iron in three different grades, by Calibrated Iron-ore
brought from mine owners in the Hospet & Bellary Iron-ore belt within the distance of 50 kms.
Coke is imported from China. Iron Ore, Limestone, Coke & Dolomite is the raw materials for the
manufacturing Pig Iron.
1. Casting and Ploughs
2. Compressors pumps, electric Power
3. Machine tools
4. Engines and components, diesel engines.
VISION MISSION VALUES & QUALIY POLICY OF THE KFILKFIL Vision
“To be a world class product leader through the state-of-art manufacturing technologies and
processes”.
KFIL Mission
To enhance pig Iron manufacturing to 500000MT/annum.
To improve foundry capacity utilization to manufacture 1, 00,000mt/annum
To maintain a company level sales of 700 crores for, year 2009-10
To reach a company level sales of 1000 crores and profit of 10% by year 2011
KFIL Values
19
Customer orientation.
Vendor development (Critical link in the business).
Development of Human Resources through Trust, Positive Attitude, Integrity,
Teamwork, Respect for individual, Concern for Quality, Cost, 5S, Safety, Kaizen,
Innovative, Information sharing, Making Continual Improvement, Work for WIN-
WIN agreements, Result Oriented.
Process and Product excellence.
Responsible corporate neighbors.
QUALITY POLICY
KFIL is committed to achieve total customer satisfaction through adoption of state of art
manufacturing technology and processes with continual improvements. KFIL is also committed to
improve the quality of work life of its employees through improved work practices.
20
ABOUT KIRLOSKAR COMPANY
ABOUT KIRLOSKAR COMPANY
Year of establishment: 1992
21
Sales turnover 2008-09: INR--------------- Million, USD 105 MillionNo. of employees: 2000 Castings-Hospet: 60,000 MT, Solapur: 24,000 MTCaptive Power Co-generation – 7 MW(2 Steam Turbines)Location: Bevinahalli Village 20 Kms from Hospet town, 300 Kms north of Bangalore city,
Karnataka State, India.
Total Area: 7, 20,000 Sq.Mtrs.
Covered Area: 3, 50,000 Sq.Mtrs
Kirloskar Ferrous Industries was born with the unique advantage
☻ Kirloskar Ferrous Industries Limited is located on the belts of Tungha Bhadra Reservoir in Karnataka and near the rich Iron ore belt of Hospet –Bellary range near Koppal Town on NH –63.
☻ The Kirloskar group has had a long and close relationship with the foundry business group units specializing in the manufacture of high Quality ferrous and non-ferrous castings.
☻ Accumulated through experience and expertise of the group in the field of Foundry business.
Only Foundry in Asia with backward integration to liquid metal, which has Global capacities to meet High Volumes Consistently.
Power: Captive power generation through the use of 2 No Steam Turbines and Diesel Generating Sets.
Total power generation capacity 26 MW
Installed Capacity: 2, 40,000 Tones/Year
One of the main product of the company is pig iron
PIG IRON
Pig iron is the basic input for making iron casting which finds its application in steel industry &
other sectors of the economy. It can also be used in the change mix of the electrical are furnaces
(EAFs) as a partial substitute of melting scrap. Pig iron mainly
classified into tow glades.
Basic glade (which is used for making steel)
Foundry glade (which is used of manufacturing iron casting)
22
E.g. Glade which is used of manufacturing special steel India’s share in the total global exports is
4.51% in 1996-97 & the same increased to 7.14% in 1997-98.Global scenario of pig iron
The demand for pig iron in the international arena has seen sharp rise. The total production
of pig iron to 500 M.T. developed nations accounts for 45% of the total production. Seeing the
potential demand many mills in USA such as NUCOR. NORTH STAR CASCADE STEEL &
MAC STEEL is switching over to pig iron production.
Growth trend in India’s pig iron sectors
Pig iron production in India was totally in the domain of the integrated steel plants especially
SAIL & RNIL. The major supplier of pig iron in domestic market.
The integrated steel plants (ISP) are the major supplier of pig iron. It contributes up to 90% of the
pig iron supply. Throughout the liberalization policy new private companies have entered into pig
iron industry.
MAJOR BUSINESS PARTNERS
PIG IRON
• ELECTROSTEEL CASTINGS, TEXMO INDUSTRIES, RAJKOT ENGG, ASSOCIATION, LAXMI MACHINE WORKS, MENON PISTONS LTD, PUNJAB TRACTORS LTD, SRIRAM PISTONS & RINGS LTD, KALYANI STEELS LTD, MUKAND LTD
FOUNDRY
AUTOMOBILE: MAHINDRA & MAHINDRA, TELCO, MARUTI UDYOG LTD,
TRACTOR: ESCORTS, CARRARO, TAFE, PUNJAB TRACTORS LTDENGINE:KIRLOSKAR OIL ENGINES, SIMPSON, SWARAJ ENGINE
COMPETETORS:
Major CompetitorsDCM Engineering, Ennore Foundries, Nelcast, Ashok Iron Works, Menon & Menon, Ghatge Patil, Amtek PRODUCT PROFILE
KFIL products are in the beginning of the value chain. The major thrust is to “Drive Down Cost” to retain competitive edge.
The technology focus in FY07 has been on improvements in the areas of
Quality
23
CostProductivityProcess
Products
Iron CastingsCylinder Blocks Cylinder HeadsHousings Axle & Transmission parts 27, 2007 5 Property of Casting:• Grey Iron, • S.G Iron, • Investment Casting
The company’s products are used in the following industries.
Textiles
Pumps
Automobile
Pipes
Engines
Fans
Agriculture
Others
PARTICULERS PERCENT
Textiles 12%
Pumps 11%
Automobile 26%
Pipes 12%
Engines 6%
Fans 3%
Agriculture 10%
Others 20%
24
The above table represents the basic of products differentiation and the list of industries
where these products are used. Chemical composition of the product is the reason for production
for different kinds of products. Mainly products are differentiated on the basis of silicon
compensation. Company has got different kinds of customer varying between with high or low
range of silicon contents.
AREA OF OPERATION
The area of operation of KFIL is global; it has its branches in other countries also namely.
OVERSEAS COMPANIES
Indo – Malaysia Engineering Co. Malaysia
Kirloskar Industries, Philippines.
Kirloskar Kenya Ltd., Kenya.
The main and subsidiary branch of the company is as under, KFIL main office address is as
follows,
RIGISTERED OFFICE
Laxman Rao Kirloskar Road,
Khadki - Pune 411003 (INDIA).
The main production unit of the company is situated in Bevenahalli which is surrounded
by the rich resources, in terms of raw materials, water, human resources and a transportation
facility.
The exact address is as follows,
KFIL Address:
Village : Bevenahalli
Post : Hitnal (Pin 583234)
Dist : Koppal
State : Karnataka (INDIA).
INFRASTRUCTUREFoundry Plant : Partial view of Foundry Area & Surroundings
25
Melting: ABB Make Holding / Melting Furnaces: 3 crucibles & 2 controls Capacity: 30 tons holding capacity, each.
ABB make Press Pour Furnace with 7 tons holding capacity
Casting of Pig Iron
Mould Shop:
George Fischer makes high pressure moulding machine and auto mould handling system.
Type of moulding machine: Air Impact Plus
Speed: 70 moulds per hour
Box Size: 1250 X 900 X 400 / 400 mm.
Core setting mechanisms: 2 nos.
Sand Plant with capacity of 110 tons per hour with mold ability controller.
26
Core Shop:
Cold Box Core Shooters:
Core Shooter capacity: 40 liters
Number of core shooters: 20 nos.
Shell Core Shooters:
Capacity: 40 liters, 20 liters and 15 liters
Casting cleaning :
George Fischer designed Special Purpose Shot Blast machine
Hansger type shot blast machine
FUNCTIONAL DEPARTMENTS AREAS
HUMAN RESOURCES
PRODUCTION
PURCHASE
FINANCE
MARKETING
QUALITY ASSURANCE
HUMAN RESOURCES MANAGEMENT
This is very important to every organization they believe in the process of empowerment for
success. And their aim is to provide good and quality employees to company while I studying the
organization in KFIL the company adopt a team learning process to create a strong knowledge
base and it will easy to face work load for employees. A satisfied employee is an unadvertised
27
asset of a company.They Provides maximum opportunity for personality development.
Competitive compensation, benefits and remuneration based on results is the company policy
today and focus in the future.
Creation of good working environment and shared accountability for quality, safety and
knowledge.
Adoption of improved work practices to foster the intellectual capital.
Develop people with high degree of enterpreneurability and leadership qualities.
Develop emotional togetherness for strong ownership.
Defining the role & responsibilities of employees to generate
Empowerment and right leadership.
Encouraging teamwork, participation & involvement to effectively deal with negative
residues.
Development of personnel to create knowledge tank and a learning base to defeat
competition.
Recognize performers through rewards and recognition.
Organizational Structure of the Company
The organizational structure of an enterprise would depend upon its size, product
manufactured and its functional divisions. The organizational structure may be flexible. The
company may change its structure according to the needs and suitability.
In KFIL the Board of Directors is having the major position in the company. Managing
Director (CMD) is held responsible for formulating and implementing the Policies, Procedures
and rules with the assistance of Board of Directors appointed by the Government and various
financial institutions. Different functional department heads like Production, Marketing, Finance,
and HRD&A etc also assists him.
28
Each functional department heads are assisted by the Assistant Managers. There is always
coordination between all functional departments through horizontal communication.
ORGANIZATON STRUCTURE:
Manager of Safety
Sr. Manager of GA
Manager of HR
Manager of PMU
Assistant Officer
Sr. Officer HR & IR
Officer of HR & IR
Sr. Officer of Cattering
Civil Engineer
29
G.M. HRM & GA
Manager of Environment
Dy.Manager -Admini
Assistant-Officer
Engineer of Environment
Assistant- Engineer
Sr. Assistant
Assist Officer
Company has taken care of employee’s welfare by providing accommodation medically and
medical reimbursement to self and family subsidized canteen facility to all employees, free
transportation to their residence to the work place. Company is having officers, club members of
their facilities meet and participating in various activities of recreations.
Company plans to increase turnover per employee through:
Increase production
Increase productivity
Maintain/ improve quality
Cost efficiency
Adhering to timely suppliers
Reduction in wastages
Innovations.
Only machine cannot perform all the work, they need the assistance of human who is key
for their operations. In KFIL [HRM & GA] constantly take care for each employee right from his
induction to his performance recognition, personnel department required to guide the people at
work and organize them to achieve the best result.
Human Resources department coordinates all other departments and helps them to work
effectively. This department performance all those functions which creates a sense of
belongingness among all the workers, A part from this is also maintains a cardinal relationship
between others industries.
The various functions performed this department are:
Recruitment
Selection
Interview
Placement
Wage & salary administration
Training & development
Performance appraisal
Promotion and transfers.
30
And all those functions which helps to motivate the employees and which leads to increase
their morale.
PRODUCTION DEPARTMENT
ABOUT PRODUCTION DEPARTMENT
As I studied in the organization one of production department is most important in KFIL. As
studied the company innovates new technology from KTS (KORF Technological Sidervrgica
Ltd.) Brazil has helped KFIL to design and develop a product and it producing more than 500 MT
of Pig Iron worlds over.
KFIL is among the first in India to adopt this state of art technology with computer
controls to produce consistent quality of Pig iron. KFIL also boasts of a record of projects
completion of electing the first MBF with in 18 months and second MBF within 9 months.
The company main product is PIG IRON it producing by using the raw materials such as iron ore,
coke, and fluxes such as limestone, dolomite, quantize, and manganese are pre-requisite quantity
of iron ore, coke. Fluxes are then feeded into the furnace by means of the electronic weighing
system.
PIG IRON PLANT (PIP)
31
Pig iron is produced using raw materials such as iron ore, coke, and fluxes such as
limestone, dolomite, quantize, and manganese are pre-requisite quantity of iron ore, coke. Fluxes
are then feeded into the furnace by means of the electronic weighing system. Consisting of load
cell, batching controller and programmable logic controllers. Pig Iron is produced through MBF`s.
FOUNDRY PLANT
Foundry business is the core expertise of the group. In KFIL the state of art technology in
foundry is adopted to meet the high volume of demands of automotive and farm mechanization
sector. This also meets the requirements like reduced wall thickness, low machining allowance,
above all receptive dimensional accuracies. They supply castings in the domestic market
companies like KOEL, TATA Engineering Locomotive Co., Punjab Tractor Ltd., and Mahindra
& Mahindra, Simpson, Maruti Udyog Ltd.
PIG IRON
The raw materials for the manufacturing pig iron are,
Iron Ore, Limestone, Coke &, Dolomite, There are 2mini blast furnaces (MBF) functioning in the
KFIL for manufacturing or Pig Iron by adopting fallowing procedures by help of MBF the
company producing production
Production process showing in the below diagram, by seeing this picture you can understand
production process of the company
Pig Iron Plant
32
TRUST OUR PIG IRON TO CAST YOUR REPUTATION
K F I L NETWORK (PIG IRON).
The KIRLOSKAR head office in HOSPET ,and it having there are four branches in India
Those are DELHI, KOLHAPUR, AHMEDABAD, and COIMBATORE. And the KIRLOSKAR
having good dealers network overall in India those are BELGAUM, HYDERABAD,
VIJAYAWADA, COIMBATORE, BANGALORE, KOLHAPUR, NAGPUR, AHMEDABAD,
RAJKOT, KOLKATA, JAIPUR, FARIDABAD, DELHI, LUDHIANA,
PURCHASE DEPARTMENT
The purchase department is one of the most important in every industries especially in kirloskar it
needful because of the company purchasing row material in bulky. Purchasing means buying
the raw materials from vendors or suppliers to produce end products of an industry. Coke is
imported by China because the required specification and quality of china coke matches with
KFIL product specification.
The factors considered by the purchase department are price, quality, and supplier background. it
includes those materials which support directly to the production process they are ,Iron ore
Metallurgical coke, Lime stone, Dolomite, Sponge, QAZ/BHQ, Manganese ore
And in purchase department broadly divided into four types
33
M ission of the purchase department
“To ensure the availability of the right quality at right time with right place”.
PROCESS Flow OR PURCHASE PROCESS.
MATERIAL
CONSUMERS SPARES STATIONARY
34
BULK PURCHASE
FINANCE DEPARTMENT
P
Float Enquiry
Vendor Master
Existing Vendor
?
Source Vendor
Approve Vendor
Create VendorNegotiation
Quotation
IPurchase Order
SupplierPOImport?
O
Finalize Vendor
Existing Vendor
?
Yes
No
Yes
No
Yes No
Amend Purchase
Order
35
The finance department is also important to the every organization and as I studied in organization
the KFIL maintaining accounts with update and in finance department most of the dynamic
persons are working. Finance department deals with various functional activities of the
organization. The books of records of KFIL is maintained by fully own built software system If
this department is not well operated, the whole organization activities will be ruined.
KFIL`s finance department functions are as follow:
Preparation of master budget.
Maintenance of accounting records.
Preparation of final accounts.
Payment and cash management.
Funding Activity
Internal audit.
MARKETING DEPARTMENT
36
The marketing department is mainly it useful for getting profit by the way of selling the products
and also it focus on the activities of Marketing products, Pricing, Promotion and Distribution of
products. These activities collectively called as 4 Ps in Marketing.
As per the company mission the direction of achieving the marketing team they are putting
maximum effort for increase of sales and realization for the company’s product while meeting the
customer’s requirement to their all round satisfaction”.
And I highly concentrated on marketing department because of the marketing department is
interesting and they implementing the new strategies for increase the sales of their company
products ,their dealings with customers ,convincing & clarifying
STRATEGIES
Maintaining quality leadership
On – Time delivery
Strong dealership network
Customer orientation
Customer driven
Performance tracking of competitors
The marketing department is mainly focus on the activities of Marketing products, Pricing,
Promotion and Distribution of products. These activities collectively called as 4 Ps in Marketing.
Marketing department is mainly focus on the activities of Marketing products, Pricing,
Promotion and Distribution of products. These activities collectively called as 4 Ps in Marketing.
Products: The Company has following products in its Product Line.
They are:
1. Basic Grade Pig Iron.
2. Foundry Grade Pig Iron.
3. Spheroid Grade Pig Iron.
Pricing:
37
The name “Kirloskar” itself is the mark of quality for the customer. The company has left
the opinion of transporting Pig Iron to the Buyers site to the Buyer. So one can buy the Pig Iron at
the Company’s Site or can order.
The company has come across different Prices terminologies.
They are:
List Price
Discount
Allowance
Payment Periods
Credit Terms
List price is nothing but the selling price. It is also called as Basic Price.
Basic Price = Production Cost + Profit
Production cost includes both variable cost and fixed cost.
If the transport is undertaken by the company then boarded price is calculated according to sites
mentioned in receipt.
Recorded Price = Basic + Freight + CED (Central Excise Duty)
A discount of Rs. 100/- PMT is given to the regular and bulk buyers.
Price of this company pig iron are comparatively more when compound to competitions,
even with this more price also the company has succeeded in reaching top market share holding
position in the Pig Iron market & Foundry. People prefer this company Pig Iron because the
following reasons:
a. High Quality
b. Fixed Chemical Composition
c. Test Certificates are issued with every load
d. Almost 0% impurities & slag mix up
If customer demands for 2.25% silicon, Then the company will supply exactly with this
proportion, where as others supply with range between i.e., 2.25% silicon etc.
38
In this company, Pig Iron is melted once, almost 98-99% pure molten metal is obtained
while as in it is 97% size is almost comfortable for feeding into less opening firmness. The
company brand name helps in attracting customers. From the above points is clear that the
company is not using any mark penetrating pricing strategy to penetrate the market instead it is
using skimming price strategy.
Promotion
The company has appointed number of dealers throughout India for its marketing purpose.
Each dealer will get Rs. 100 PMT, as commission for the pit iron is sells.
Credit notes are given to these dealers for their commission.
Pig iron is also sold on credit as one of the promotion tools to attract customers. Credit time
depends on areas (less credit period is for North Zone) and order they give.
Distribution:
The company has got distribution network spread allover India in form of dealership and
also through company’s employees, and they are using first level and second level distribution
channel i.e.
Manufacture to consumers.
Manufacture to dealers and consumers.
the company has divided its market into 7 Zones:
Zone A Karnataka Belgaum, Shimoga, Bangalore
Zone B Andhra Pradesh Hyderabad, Vijaywada
Zone C Maharashtra Kolhapur, Pune, Mumbai, Nagpur, Solhapur
Zone D Gujarat Ahmedabad, Rajkot, Surat
Zone E Rajasthan Jaipur
Zone F Delhi Delhi, Faridabad, Zodhinoor, Agra
Zone G Tamil Nadu Chennai, Coimbatore, Mudurai
In the KFIL
39
Structure of the Marketing Department
The organizational structure of an enterprise would depend upon its size, product
manufactured and its functional divisions. The organizational structure may be flexible. The
company may change its structure according to the needs and suitability.
So in the kirloskar ferrous industries ltd company has build excellent structure of the
marketing department and every body has their won responsibility about their work
In the marketing department there is one department head and under this there are three
senior managers i e Branch manager, Marketing manager, Dispatch Manager. Under Marketing
manager and Dispatch Manager having each both of them and finally there are two assistant each
under line head
This is the brief introduction about marketing department structure
40
Department Head
Dispatch Manager
MarketingManager
Branch Manager
Line Head
Line Head
AssistantAssistant Assistant Assistant
QUALITY ASSURANCE DEPARTMENT:
The company is committed to achieve total customer satisfaction through adoption of state
of the art manufacturing technologies and process with continuous improvements. The company
is also committed to improve quality of work life of its employees through improved work
practices.
Quality objectives:
The following are the objectives of quality assurance department. They are as under:
A] Customer Satisfaction: Maximization of customer satisfaction by consistent supply of
quality casting and pig iron.
B] Supplies Quality Assurance: provide technical support and guidance to our suppliers
through quality assurance programmers to ensure highest quality of purchased materials suppliers
it is a critical link in company quality system.
41
Need for the study
Need for the study:
42
Customer satisfaction level is the factor which has got its own importance in the
industrial marketing. A better satisfaction level to the customer means it is a good image of the
company. So many industries are providing good service and quality to the customers. And
company image is one of the most important for growth. So the companies should have to provide
better service, quality, quantity, price, to the customers until they satisfy with product. In the field
like steel companies (KFIL) where there is a tough competition to create a better satisfaction level
brand image in the minds of the customers. So this study helps to find out the attributes and
satisfaction level of the customers which helped the company to provide better service to
customers
43
Objectives and Research Methodology
Objectives of study:
1. To know the factor which influence the customer to purchase the KFIL products.
44
2. To determine the customer satisfaction level towards the KFIL products.
3. To understand the customer perception towards KFIL products.
4. To know the factors to improve the quality of the KFIL products.
Research Methodology
The study is carrying at “KIRLOSKAR FERROUS INDUSTRIES LTD. The data will
be collected through the primary and secondary source.
Research: Descriptive research.
Data Source: (i) Primary data
(ii) Secondary data.
Research Approach: Survey method.
Research Instrument: Questionnaire.
Sampling Plan:
(i) 1Sample Unit: Customers of KFIL (pig iron) product..
(ii) Sample Size: 50
(iii) Sampling Procedure: Convenience sampling.
Contact Method: Tele phonic& mail survey.
Mode of collecting data: The respondents will be chosen according to the
convenience and also I collected data by the way of
their personal contact no and e-mail ID. Requesting
to them for provide data regarding what I asked
question them to grant interview. The secondary data
will be collected from various books, journals,
reports (both published and unpublished) etc.
Data processing: A number of tables to be prepared to bring out the
main characteristics of the collected data.
45
Limitations of the survey:1. No other aspect other then customer satisfaction is included in the study
2. The sample of size of 50 consumers may not necessarily represent the customer behaviour
of the whole population.
3. The survey was conducted in Bevinahalli which does not represent the customer
satisfaction in other cities.
46
Analysis and Interpretation
Analysis and interpretation
1.
47
Since how many years you are using pig iron product?
50 100.0 100.0 100.05 years and moreValidFrequency Percent Valid Percent
CumulativePercent
INTERPRETATION: The above table and chart shows the customers are using pig Iron product since 5years.
2.
5 years and more
Since how many years you are using pig iron product?
48
Which factor influenced you to buy the KFIL product?
36 72.0 72.0 72.0
14 28.0 28.0 100.0
50 100.0 100.0
Quality
Company image
Total
ValidFrequency Percent Valid Percent
CumulativePercent
INTERPRETATION: The above table and chart shows overall Quality is the
major factor which influences the customer to buy the KFIL product. Few of the
customers buy the KFIL product by considering the company image. This is thing
customer kept in mind about company.
3.
Company image
Quality
Which factor influenced you to buy the KFIL product?
49
Do you buy the product, only from KFIL?
30 60.0 60.0 60.0
20 40.0 40.0 100.0
50 100.0 100.0
Yes
No
Total
ValidFrequency Percent Valid Percent
CumulativePercent
INTERPRETATION: The above table and chart shows overall the majority of customers buy the products by KFIL only and the remaining customers buy from other companies.
4. Tick the below attributes based on the customer satisfaction level.
40.00%
60.00%
No
Yes
Do you buy the product, only from KFIL?
50
Quality
4 8.0 8.0 8.0
39 78.0 78.0 86.0
7 14.0 14.0 100.0
50 100.0 100.0
Very high
High
Average
Total
ValidFrequency Percent Valid Percent
CumulativePercent
INTERPRETATION: The above table and chart shows the Most of the respondents are highly satisfied with the quality of the company.
14.00%
78.00%
8.00%
AverageHighVery high
Quality
51
Price
6 12.0 12.0 12.0
26 52.0 52.0 64.0
18 36.0 36.0 100.0
50 100.0 100.0
Very high
High
Average
Total
ValidFrequency Percent Valid Percent
CumulativePercent
INTERPRETATION: This table and chart shows the majority of the respondents say that the price of the products of KFIL is high compared to other company products.
36.00%
52.00%
12.00%
AverageHighVery high
Price
52
Service
3 6.0 6.0 6.0
35 70.0 70.0 76.0
12 24.0 24.0 100.0
50 100.0 100.0
High
Average
Low
Total
ValidFrequency Percent Valid Percent
CumulativePercent
INTERPRETATION: This table and chart shows the overall service provided by the KFIL is average according to the majority of the respondents.
24.00%
70.00%
6.00%
LowAverageHigh
Service
53
Availability
3 6.0 6.0 6.0
32 64.0 64.0 70.0
4 8.0 8.0 78.0
11 22.0 22.0 100.0
50 100.0 100.0
High
Average
Low
Very low
Total
ValidFrequency Percent Valid Percent
CumulativePercent
INTERPRETATION: The above chart shows overall the products of KFIL are not abundantly available. They are available in less quantity.
5.
22.00%
8.00%
64.00%
6.00% Very lowLowAverageHigh
Availability
54
Are you satisfied with KFIL product?
41 82.0 82.0 82.0
9 18.0 18.0 100.0
50 100.0 100.0
Yes
No
Total
ValidFrequency Percent Valid Percent
CumulativePercent
5.
INTERPETATION: The above table and chart shows overall majority of the respondents are satisfied with the KFIL products.6.
9
41
NoYes
Are you satisfied with KFIL product?
55
If yes, How much are you satified with KFIL product?
7 14.0 14.0 14.0
13 26.0 26.0 40.0
30 60.0 60.0 100.0
50 100.0 100.0
Very highly satisfied
Highly satisfied
Satisfied
Total
ValidFrequency Percent Valid Percent
CumulativePercent
INTERPRETATION: The above table and chart shows overall the customers of
KFIL are satisfied with the quality of product.
7.
60.00%
26.00%
14.00%
SatisfiedHighly satisfiedVery highly satisfied
If yes, How much are you satified with KFIL product?
56
If no, why?
5 10.0 10.0 10.0
14 28.0 28.0 38.0
7 14.0 14.0 52.0
24 48.0 48.0 100.0
50 100.0 100.0
Quality
Service
Price
Availability
Total
ValidFrequency Percent Valid Percent
CumulativePercent
INTERPRETATION: this chart shows the main reason for the respondents who
are not satisfied with KFIL product is non availability of the product.
8.
AvailabilityPriceServiceQuality
If no, why?
57
In future will you continue to purchase KFIL product?
21 42.0 42.0 42.0
29 58.0 58.0 100.0
50 100.0 100.0
Yes
No
Total
ValidFrequency Percent Valid Percent
CumulativePercent
INTERPRETATION: While surveying most of the customers are ready to purchase the products of KFIL in the near future.
9.
58.00%
42.00%
NoYes
In future will you continue to purchase KFIL product?
58
Do you suggest others to purchase KFIL products?
46 92.0 92.0 92.0
4 8.0 8.0 100.0
50 100.0 100.0
Yes
No
Total
ValidFrequency Percent Valid Percent
CumulativePercent
INTERPRETATION: While surveying majority of the customers say that they will suggest others to purchase KFIL products.
10.
8.00%
92.00%
NoYes
Do you suggest others to purchase KFIL products?
59
If no, why?
8 16.0 16.0 16.0
3 6.0 6.0 22.0
14 28.0 28.0 50.0
25 50.0 50.0 100.0
50 100.0 100.0
Low quality
Not satisfied
Others
Inconvenient of service
Total
ValidFrequency Percent Valid Percent
CumulativePercent
INTERPETATION: The reason for not suggesting others to purchase KFIL products is die to inconvenient of service.
11.
50.00%
28.00%
6.00%
16.00%
Inconvenient of serviceOthersNot satisfiedLow quality
If no, why?
60
KFIL made your purchasing easier and convenient, do you agree with this?
4 8.0 8.0 8.0
29 58.0 58.0 66.0
13 26.0 26.0 92.0
4 8.0 8.0 100.0
50 100.0 100.0
strongly agree
Agree
Neither agreenor disagree
Disagree
Total
ValidFrequency Percent Valid Percent
CumulativePercent
INTERPRETATION: Most of the customers agree that KFIL has made purchasing easier and convenient.
13.
8.00%
26.00%
58.00%
8.00% Disagree
Neither agree nor disagree
AgreeStrongly agree
KFIL made your purchasing easier and convenient, do you agree with this?
61
How do you rate the overall performance of the company?
4 8.0 8.0 8.0
18 36.0 36.0 44.0
25 50.0 50.0 94.0
3 6.0 6.0 100.0
50 100.0 100.0
Very high
High
Average
Low
Total
ValidFrequency Percent Valid Percent
CumulativePercent
INTERPRETATION: The above table and chart shows the Majority of the customers have rated the overall performance of the company as average.
12.
6.00%
50.00%
36.00%
8.00%LowAverageHighVery high
How do you rate the overall performance of the company?
62
In which aspect do you think KFIL has failed to meet your expectations?
3 6.0 6.0 6.0
12 24.0 24.0 30.0
35 70.0 70.0 100.0
50 100.0 100.0
Service
Price
Availability
Total
ValidFrequency Percent Valid Percent
CumulativePercent
INTERPRETATION: This table and chart shows the customer’s respondents feel that KFIL has failed to meet the availability of the products on regular basis.
70.00%
24.00%
6.00%
AvailabilityPriceService
In which aspect do you think KFIL has failed to meet your expectations?
63
Testing of Hypothesis
64
Testing of Hypothesis
1) Objective: To determine the customer satisfaction level towards the KFIL products.
H0; less than 85% of the respondents are satisfied with the KFIL product.
H0 < 85%
H1; more than 85% of the respondents are satisfied with the KFIL product.
H1 > 85%
Testing of hypothesis at 5% level of significant
N=50
P0=85% Q0=15%
p =82% = 0.82
Standard error = PH0*QH0
N
= 0.85*0.15
50
= 0.0504
ZCAL = P –PH0
STD Error
= 0.82-0.85
0.0504
= -0.5952
= -0.5952 >-1.64
ZCAL>ZTAB value
Accept H0
Reject H1.
There for, more than 85% of the customers are respondent they are satisfy with the
KFIL products.
2) To know the factors to improve the quality of the products
65
H0; less than 85% of the respondents are considering quality of the product
H0 < 85%
H1; more than 85% of the respondents are considering quality of the product
H0 > 85%
Testing hypothesis of 5% level of significant
N=50
PH0=85% QH0=15%
p=72% = 0.72
Standard error = PH0*QH0
N
= 0.85*0.15
50
= 0.0504
ZCAL = P –PH0
STD Error
= 0.72-0.85
0.0504
= -2.5736
-2.5736<-1.64
ZCAL<ZTAB value
AcceptH1
Reject H0
There for, more than 85% of the respondents are considering quality of the product
3) To understand the perception towards the KFIL
H0; more than 55% of the customers respondent the KFIL product is good
H0 > 55%
66
H1; less than 55% of the respondents says KFIL product are good.
H1 < 55%
Testing of hypothesis at 5% level of significant
N=50
PH0=55% QH0=45%
p =44% = 0.44
Standard error = PH0*QH0
N
= 0.55*0.45
50
= 0.0704
ZCAL = P –PH0
STD Error
= 0.44-0.55
0.0704
= -1.5625
-1.5625 <-1.64
ZCAL>ZTAB value
Reject H0
AcceptH1.
There for, less than 55% of the respondents says KFIL product are good.
67
Cross Tabulation
Cross Tabulation
68
Are you satisfied with KFIL product? * Do you suggest others to purchase KFIL products? Cross tabulation
Count Do you suggest others to
purchase KFIL products?
Total
Yes No Are you satisfied
with KFIL product?
Yes 39 2 41
No 7 2 9 Total 46 4 50
From the above survey table through cross tabulation we come to know that,out of 50 respondents 41 responts are satisfied with the products of KFIL and in 41 there are 39 respondents suggest others to purchase KFIL products and respondents have shown their interest to suggest the brand name of KFIL to others as they are highly satisfied and only 2 customers respondent is that they donot suggest others to purchase the products.
Do you suggest others to purchase KFIL products? * How do you rate the overall performance of the company?
Cross TabulationHow do you rate the
overall performance of the company?
Total
Very high High Average Low Do you suggest
others to purchase KFIL
products?
Yes 4 18 21 3 46
No 4 4 Total 4 18 25 3 50
From the above survey table I came to know, through the cross tabulation 46 respondents suggest others to purchase KFIL products, in 46 respondents 4 respondents agree that overall performance of the company is very high,18 respondts believe that company performance is high,21 respondents say that company performance is average and 3 respondents say that the companies overall performance is low.
69
FINDINGS
FINDINGS:
70
While survey through questionnaire most of the customers respondent about quality.
Quality is the major factor which influences the customer to buy the KFIL product. Few of
the customers buy the KFIL product by considering the company image.
Most of the respondents are highly satisfied with the quality of the company product.
The majority of the respondents say that the price of the products of KFIL is high
compared to other company products.
The service provided by the KFIL is average according to the majority of the respondents.
The products of KFIL are not abundantly available. They are available in less quantity.
The customer’s perception towards KFIL is average. They are not satisfied with the price
and availability as well as the service provided by KFIL.
The company is trying to upgrade technology in order to cope up with other industries.
71
SUGGESTIONS
SUGGESTIONS:About Price
The Company should reduce the price of its products in order to increase the sales.
72
The company should set the proper quotations of price with regard to competitors prices.
About Quality
The company should produce abundant goods in right quantity and quality at the right
time. There should be no deficiency of products using latest technology and should follow
the principles of TQM so as to get yhe best quality products with few defectives.
The customer’s perception towards KFIL (Kirloskar Ferrous Industries ltd) has to be
improved and enlarged by increasing the public relations,publicity and advertisements.
About Service
The Company should provide good quality service to the customers and should retent the
customers trust and faith.
The overall performance of the company has to be effective and efficient to attract the
customers and to increase its sales.
The company should build the good relationship with customers and they need to improve
communication between the customer’s
Majority of the respondents are suggesting to improve the quality of the service provided
by KFIL.
According to the customer requirements they have to increase the production.
The company may take some positive actions to improve availability and service, they can
keep qualified dealers .
The company should try to upgrade technology in order to cope up with other industries.
The company should take care of the complaints from the customers and accept suggestion
and develop customer care service.
73
CONCLUSION
CONCLUSION
74
It was an wonderful experience for me to work with KFIL, from the project I learnt about
the marketing tactics used by KFIL..
KFIL is a reputed organization which has developed its goodwill in the market to compete
with other (company) famous brand. It has to adopt modern technology in the production process
and can do better marketing compared with others. It has to increase the rate of commission
payable to its agents or dealers or retailers.
Bevinahalli is functioning well for the social as well as economical improvement of the
rural population.
To survive in the market the company needs to adapt an aggressive marketing policy as of
competitors.
Last but not the least I would like to conclude KFIL as good organization to work as well
as to interact with people. All the workers and members of the union nicely motivated me. The
KFIL retailers and wholesalers co-operated well and supported me in completing and making this
project a successfully.
75
Bibliography
Bibliography
76
www.kirloskar.com www.google.com
consumer behavior
77
QUESTIONNAIRE
QUESTIONNAIRE FOR CUSTOMER SATISFACTION LEVEL
AT
78
KIRLOSKAR FERROUS INDUSTRIES LTDSir/Madam
Name and Address Company: ____________________________
Contact person details:
Name:
Contact no:
E-mail ID:
1. Since how many years you are using (pig iron) products?
Last 1year [ ] 2-3years [ ]
3-5years [ ] 5years &more [ ]
2. Which factor influenced you to buy the KFIL product?
Price [ ] Quality [ ]
Service [ ] Company image [ ]
3. Do you buy the product, only from KFIL?
Yes [ ] NO [ ]
If No, Specify ___________________________________
4. If from KFIL, how did you come to know about KFIL (pig iron) product?
Dealers [ ] Competitors [ ]
Others [ ] Users [ ]
5. Other than KFIL, which companies product you will prefer?
1] 2]
3] 4]
6. Tick the below attributes based on your satisfaction level.
79
Very high High Average Low Very low
Quality
Price
Service
Availability
7. Are you satisfied with KFIL product?
Yes [ ] No [ ]
8. If yes, how much are you satisfied with KFIL product?
Very highly satisfied [ ] Highly satisfied [ ] Satisfied [ ]
9. If no, Why?
a) Quality [ ] b) service [ ]
c) Price [ ]. d) Availability [ ]
10. In future will you continue to purchase KFIL products?
Yes [ ] No [ ]
11. Do you suggest others to purchase KFIL products?
Yes [ ] No [ ]
If no, why?
Low quality [ ] Not satisfied [ ]
Others [ ] Inconvenient of service [ ]
12. KFIL made your purchasing easier and convenient, do you agree with this?
Strongly Agree Neither agree Disagree strongly
Agree or Disagree Dis agree
80
13. How do you rate the overall performance of the company?
Very high [ ] High [ ] Average [ ] Low [ ] Very low [ ]
14. In which aspect do you think KFIL has failed to meet your expectations?
a) Quality [ ] b) service [ ]
c) Price [ ]. d) Availability [ ]
15. What would you like to recommend for the improvements in Kirloskar ferrous
industries?
Thank you
81