“The Document company”

Presented by:-Alka kumari (38)

ACCESSING CUSTOMER SATISFACTION AND

MARKET DYNAMICS ON DOCUMENT

MANAGEMENT DEVICES

CONTENT

1. Identifying the problem2. Objective3. Research methodology4. Data analysis 5. Findings6. Recommendation7. Conclusion

identifying THE PROBLEM:-

To test the potential for output devices in the corporate segment.

 

 

• To understand the actual management functioning. • To apply the theoretical knowledge in actual learning process. • To understand the current scenario in the corporate regarding the management and relate it with the management study.

• To make the responsible people in different organization understand the system through which the cost can be reduce its maximum through smarter document management. • To create awareness regarding the Multi Function Devices (MFD) to various companies.

 

OBJECTIVE

RESEARCH METHODOLOG

Y

a. TARGET MARKET- 140 companies

b. RESEARCH METHOD

c. SAMPLING METHOD

d. DATA COLLECTION

DATA ANALYSIS

printer61%

scanner7%

mfd30%

fax2%

DEVICE

printerscannermfdfax

Interpretation:-After analyzing the chart we can conclude that out of 140 respondent’s 61 % using printers, 30 % Using MFD, 7 % using scanner and 2% fax machines.

PRINTER SCANNER MFD FAX

DEVICES 160 22 100 8

Use of device

Brand →Product ↓

H.P Xerox Canon

Samsung

Ricoh Brother Panasonic

wipro TVS epson

sharp

Printer 114 8 22 4 - - - 1 4 7 -

Scanner

17 0 3 - - 2 - - - - -

MFD 61 10 11 5 1 5 - 2 - 5

Fax 0 0 1 0 0 1 5 - - - 1

Brand preferred by org.

AVERAGE MONTHLY VOLUME

printing scanning0

20

40

60

80

100

120 111

79

17 135 23

<3000 impressions3001-10000 impressions 10001-20000 Impressions<20000 impressions

InterpretationAfter analyzing the column chart we can conclude that in most of the SMB (small medium business) have below 3000 printing and scanning impression monthly.

MONTHLY SPEND<3000 Rs. 3001-6000 Rs. 10001-20000

Rs.>20000 rs.

Monthly spend 114 13 5 4

86%

10%4%

1%

money spent

< 3000 Rs.3001-6000 Rs.6001-10000 Rs.>10000 Rs.

Interpretation After analyzing the pie chart we can conclude that in most of the SMB (small medium business) spend money less than 3000 Rs. monthly that is 85 % of 140 Respondents.

price Quality Brand After sales service0

10

20

30

40

50

60

70

43

64

29

3

15

52

12

58

67

1824

281st 2nd3rd

InterpretationAfter analyzing this column chart we can conclude that 43 Respondents are first see price of the product , 64 are see first quality of the product , 29 see first brand of the product and only 3 respondents see first after sales service.

Order of preferences

EXPANSION PLAN YES NO

14 126

yes10%

no90%

Expansion plan

yesno

Interpretation

It is clearly shown in the above pie charts that 90% respondents have no expansion plan in near future. The main reason behind is Global Recession.

Adding employees Diversification Opening in new location merger

5 1 8 0

opening in new location

57%

Adding employees

36%

Diversification7%

Expansion plan

opening in new locationAdding employeesDiversification

Interpretation

And out of the remaining 57 % are opening in new location, 36 % have plan to add Scheme and 7 % have plan of diversification.

buying decisions in organizationIT head Operation head Purchase head Director/ CEO

15 10 16 99

11%7%

11%

71%

Purchase decision

IT headOperation headPurchase headDirector

Interpretation It is concluded by analyzing above pie chart ,in 71 % companies Director/ CEO take buying decision of office document equipment and remaining 11 % IT head , 7 % operation head and 11 % by Purchase head respectively.

Very satisfied Satisfied Neither satisfied nor dissatisfied

Dissatisfied Very dissatisfied

Overall satisfaction 17 119 1 4 -

Ease of use 19 117 2 2 -

Response time 21 95 22 2 -

After sales service 15 92 31 2 -

Quality of repairing 22 79 37 2 -

Frequency of breakdown

14 102 21 3 -

Quality of printing 19 111 8 2 -

Running cost 14 118 6 2

SATISFACTION LEVEL

Intend to buy any copier/printer/MFP YES NO

7 133

yes5%

no95%

prospect customer

yesno

Interpretation

After analyzing that we can conclude that 5 % respondents are want to buy office document product out of 140 Respondents.

Findings

Customer satisfaction.Services offered by companies.Unawareness of brand & Product.Price of product.No Direct selling.Experience.

Recommendation•Xerox should more focus on the advertisement to make more awareness in the mind of customer in India.•After sell service of the Xerox is not up to the satisfaction level so they should improve their after sell service.•Its product price is too high compare than other brands so it should be reduce some extent.•Xerox believes in Personal selling and Trade selling which does not make more awareness in the mind of customer so they should give ad on T.V and other media.•Xerox should also encourage direct selling a part of from depending fully on dealers.•There could be some changes in the products of Xerox according to consumer needs and purchasing power of consumer.

ConclusionFrom the market research done on document devices , HP is the leading brand in providing the document solutions.

There is a lot of potential in the document devices market. So, xerox should concentrate on advertisement , moderate pricing and provide efficient sales service.

Thank You