Akash Report

A

PROJECT REPORT ON

ANALYSIS OF CUSTOMER & THEIR NEEDS

Is submitted for partial fulfillment of the degree of M.B.A. (Master of Business Administration)

[Uttar Pradesh Technical University, Lucknow]

Submitted to Submitted by

Dr. Bimal Aggarwal

(Director)

Mr. AKASH SHUKLA

MBA (4th Sem)

Roll No.0825070002

B.B.S. INSTITUTE OF MANAGEMENT STUDIES.

GREATER NOIDA

TO WHOM IT MAY CONCERN

This is to certify that AKASH SHUKLA has completed the Project titled “ANALYSIS OF CUSTOMERAND THEIR NEEDS ” under my guidance.

Date: - 15-04-2010 Dr .BIMAL AGGARWAL

(Director)

B.B.S Institute of Management Studies

DECLARATION

I hereby declare that this project report entitled ”Working Capital Management Of MAP AUTO LTD.” is written and submitted by me under the kind guidance of External Guide, Mr. AMIT RAVAT, Finance Manager, MAP AUTO LTD.and MR. BIMAL AGGRAWAL, (DIRECTOR), B.B.S.I.M.S, Gr. Noida.

The findings and interpretations in the report are based on both primary and secondary data collection. This project is not copied from any source or other project submitted for similar purpose.

PRIYANKA TIWARI

TABLE OF CONTENTS

1. Acknowledgement 4

2. Executive Summary 7

3. Declaration 8

4. Introduction of the problem 9

5. Significance of the problem 10

6. Company profile 11 to 77

7. Hypothesis 78 to 82

8. Objective of the study 83

9. My project 84

10.Research Methodology 85 to 99

11.Recommendation 100

12.Summary 101

13.Conclusion 102

14.Bibliography 103

15.References 104

16.Questaniar 105 to 106

EXECUTIVE SUMMARY

The purpose of this report is to summarize my summer internship

project for my evaluation. This project was done at International Electron

Device Ltd. office Plot No.609,Village Chhapraula,Distt.Ghaziabad and was

done for nearly one an half months duration (1 th June 2009 to 15 th July 2009)

at their Ghaziabad office.

In this report I have detailed the industry analysis and company

analysis and the target market. These are also correlated with the concepts

taught in the first year of PGDM course. The project given and the work

done has been explained in the report later. The final result, conclusion,

achievements and expectations have been mentioned in the closing of the

report. In our project we need to boost the Marketing of International

Electron Device Ltd.

DECLARATION

I VIKAS KUMAR GUPTA, hereby declare that the project

report on “International Electron Device Ltd.”Assigned to me for the

fulfillment of the requirement for the award of Post Graduate Diploma in

management from IIMT College of Management, Greater Noida.

It is the original work done by me and the information provided

in the study is authenticated to the best of my knowledge.

VIKAS KUMAR

GUPTA

INTRODUCTION TO THE PROBLEM

As IEDL is the India's largest manufacturing company of

sheet matel , molding works & the has a largest unit of manufacturing the

components of picture tube in India. The company is famous for it’s service &

quality. From the past recent months the sale of IEDL is decreasing day by

day. Before some years IEDL was deal with the MNC but duo to some reason all

top most MNC has gone & many companies are not dealing with the IEDL.Some

companies are such types which do not want to deal with the IEDL.

Some times company does not want to produce the desired

product & some times customers do not want to deal with this company. Sale is

decreasing day by day. The main problem in IEDL is rejection; here rejection rate

is too much high.

Significance of the problem

The project intends to cover the study of Analysis of customer behavior &

their requirements in IEDL.The project covers various aspect of marketing like

analysis of customer requirements & need then produce the items, time to time

dispatching, to take a routine feed-back of the customers, solve that problem & to

earn maximum satisfaction of the customers. It further includes the study of

growth opportunities, strength & weakness or issue faced by IEDL in business. The

report intends to study the production business & the roll of marketing in detail. It

further encompasses the measures to be adopted for the growth of marketing

processes & the improvement of marketing management processes.

INTRODUCTION—

This report is the description of the project undertaken by

me at IEDL . The project driving marketing for IEDL for the components of

picture tube, home furnishing product was assigned to me .

For a long time after independence (India) the lack of

industrialization meant that many of these young professionals had to go

without proper training during internship period carmarked in the under

graduate programs. The world moves from industrial age to intellectual

property based wealth generation structures i.e factories replaced by call

centers & technology companies viz. chip design , software & bio- informatics.

Tools for generating this wealth in the form of software & documented

process is easily available in the hands of people hitherto on the wrong

side of longitudes & time zones or urban rural divides.

IEDL is a brand of production line in India & U.S owned and operated by Mr. . Sudhir Kumar Kaura .It is largest manufacturing unit in India for making FRAME,IMS,BAND,LUG,HSB,BACE CAP for picture tube

THARMOCOL SHEET ,HOME FUNISHING PRODUCT & TOOLS for diff.companies in terms of number of manufacturing companies.IEDl was founded by Mr. . Sudhir Kumar Kaura . He is the chairman & Managing Director of IEDL.IEDL is the 1st largest company in-country which manufacture the so much product at reasonable price with out compromise with the quality, in spite of this China is also manufacturing these product In India, the company is manufacturing the diff.products for many MNC’s company. This company mainly manufacturing components of picture tube, tools, home furnishing products & this company is also involve in molding line.

Profile Of The Company

M/s.International Electron Devices Limited was established as a Private limited company in 1978. The company is registered in the state of Delhi with Registrar of Companies; Delhi & Haryana vide Registration No. 8869 dated 09/02/1978. In the year 1979 the company started manufacturing of the Electron Guns for Television Picture Tubes at its registered office at A-208, Okhla Industrial Area, Phase -I, New Delhi. The company became a Public Company w.e.f. 01/09/1989. Initially the manufacturing activities were carried out within the premises of its Registered Office. Sheet Metal Parts.The company has since diversified its operation and started manufacturing of Sheet Metal Parts and automobile components for various original equipment manufacturers & PLC- controlled-Semi-automatic machines at Ghaziabad, Kanpur and United States. I In the year 1995 the company obtained the prestigious ISO 9001 Certification from TUV, Germany. In 1999 Company entered into exports of Automobile and CPT components. Now the company is exporting Automobile components to major car manufacturers in Europe, CPT components to Thailand and engineering goods to M/s IKEA of Sweden. Today IEDL is the only company in world that manufactures all sheet metal components required for color television picture tube industry and computer monitor tube industry.

IEDL is a world leader in the manufacture of

high precision components for cathode ray tubes (CRT) television technology. Overtime it has diversified to include other sheet metal engineering operations and also serve the automotive and white goods industry. IEDL’s clients comprise the biggest names in picture tube, automobile and general engineering industries, including Samtel. Samsung, LG, JCT Electronics, New Holland and Honda, Ikea, Gimi,Globus,Test Ride,Terlborg. The company’s hallmark is technological innovations, best of breed engineering solutions, and investment in new product development. It currently produces a wide array of products and tri metal products.Its cutting edge technological capability conforms to Indian standard employed by global giants as Mitsubishi, Hitachi, Toshiba and LG. It has enjoyed an impressive growth pattern in the picture tube industry.

Promoters Profile

Sh. Sudhir Kumar Kaura, a qualified technocrat from IIT Kanpur with vast experience of over 35 years of working in India and abroad is the Managing Director of the company. The Board of Directors, looking after the affairs of the company as also management of operations, comprises of the following members:

Board Of Directors

The Board of Directors of the company consists of 5 Directors. Their details are as under :

Name Of Director Designation

01 Mr. Sudheer Kr. Kaura Managing Director

02 Ramesh Chandra Executive Director

03 Mrs. Rashmi Kaura Director

04 Mrs. Dolly Sethi Director

05 Mrs .Ritu Bajaj Director

It is a closely held public limited company with promoters controlling over 95 % of

the capital of the company. As on 31/12/2009 the paid up capital is Rs.2106 lacs.

Comparing With Leaders--

* Has long experience in development of its products and

processes that are resource demanding.

* IED has major advantages of getting all design, tooling and

manufacturing facilities under one roof.

* IED has established a reputation for manufacturing

excellences.

* IED resources are managed by a team of competent,

dedicated, loyal and pro-active people.

* IED employees are empowered to produce world class

products by adopting best business practices and ethics.

* IED’s business alliance with reputed customers has paved

way for further expansions in arena of business development.

* IED’s products and processes fully comply with all nationally

and internationally acceptable standards.

Leading the Way --

* IEDL- 31 year’s old company incorporated in 1978.

* Providing End-to-End Engineering Solutions.

* Installed most advanced surface treatment plant(TNCP).

* Tri-valent Satin Nickel & Chrome Plating plant

* Core Competency In-house Facility for designing tools,

Development of products & Manufacture as per Customer

requirement

a) Sheet Metal Components

b) Plastic Injection Molding Components

c) EPS Molding Components

d) Special Purpose Machine Manufacturing

* Company is exporting CPT components to Thai CRT

Thailand, Automobile components to Anand NVH a 100%

EOU and Home furnishing to IKEA Sweden..

* We are the only company in the world that manufactures all

sheet metal components for CPT or Computer Monitor tube

industry.

* Quality Management System: ISO 9001-2000 certified.

Growth Path...

* Turnover doubled in last two years and expected to grow to

over 500 crores in next three years. .

* Gross Block increased from 64 crores to 96 crores in last two

years.

* PBT tripled in last three years and expected to grow to over

70 crores in next three years.

Unique Facilities...

* Design section equipped with Latest Softwares

* Most Modernized Tool Room, equipped with 3D CNC

Machining Center, Wire Cuts and EDMs.

* CNC PIPE Bending Machines (single & 3 axis).

* Power Presses (from 10 Ton ~ 350 Ton).

* CNC control Plastic Injection Moulding M/c (from 80 Ton ~

775 Ton).

* Robotic/ MIG/ TIG/ Projection Welding M/c's.

* Shot Blasting, Blackening, Zinc Plating.

* Quality check through C.M.M...

* Automatic Tri Nickel Chrome Plating.

* Automatic Satin Nickle & Tri-valent Chrome Plating.

* Automatic Bright Bar Manufacturing.

* Semi Automatic Powder Coating.

* Automatic Precision Tube Manufacturing.

* Automatic MIG Welding Wire manufacturing.

* Automatic RIM manufacturing for motorcycle.

* Automotive Gear Manufacturing.

* Automatic Shadow Mask for Color Picture Tube.

Leading The Way--

IEDL leads the way when it comes to answering the varied needs of the picture tube industry by manufacturing critical high-precision components. Its cutting- edge technological capability has been devoloped in-house and conforms to the standards employed by such global giants as Mitsubhishi, Hitachi, Toshiba and LG.It designs a whole lot of components for complex and specialized Cathode Ray Tube (CRT) applications. It has successfully met the needs of its demanding clients or Colour Television Picture Tubes, B&W Picture Tubes and Monochrome Display Tubes. Forceful initiatives towards automation in manufacturing of Mask Frame, Shrink Bands and Styrofoam have paid rich dividends vis-a-vis cycle time reduction and quality consistency. It has also developed in-house facilities for Shot Blasting, Electroplating and Blackening processes. Winning the trust of its clients, its growth has been comparable to the impressive growth patterns of the picture tube industry. Today, it finds itself fully equipped with the design and technological know-how to meet any future challenges.

ISO FEATURES--

Quality is the first and foremost motto of the company. It has earned ISO 9001 certification from M/s. RTW TUV of India in the year 1994 and upgraded to ISO 9001- 2000 version in 2003. Each step in the manufacturing cycle undergoes stringent quality control and all critical process are mentioned through Statistical Process Control(SPC) techniques. System existing in the company ensures that its commitment towards environmental responsibility is perfect in harmony with its social obligations. The company achieved the certification with the goal of :

Continual improvement and better qualityPrevention of defectsImproved Productivity

Cost Reduction

Quality Policy—

To design, manufacture and market engineering products that satisfies the customer.

To be the sustained leader in customer satisfaction by inspiring & directing the lasting quality improvement process, that focus on meeting customer expectations and result in high profitability.

To achieve the above goal, all of us will ensure that product, process and services in a controlled, competitive and continuously improving environment, focussed on meeting full customer expectations.

All the resources needed for achieving the same shall be provided by the management.

PRODUCT OVERVIEW

Picture Tube Parts—

Frames For Picture Tubes

Inner Magnetic Shield

Heat Shrink Band

Frame ForPicture Tubes

Automobile Parts--

Chase

(for 2 wheelers)

Silencer

(for 2,3 wheelers)

Silencer For Bikes

Leg Guard for Bikes

Front Fenders

Saree Guard

Packing &

Insulation Parts

FRAME-

It is a part of picture tube. For the manufacturing of

picture tube it is always required. Frame is a base of picture tube that’s why

it is most essential part of this.

It is manufacture in different sizes like 14”, 20”, 21”.In

present time we all know that Color Televisions are in demand. So that

IEDL make components of color picture tube.

There are two types of picture tube.

Blanking

Unblanking

In Blanking a frame will be black by using black color & in unblanking

there is need of any types color. In manufacturing of frame there is CRCA

material is required.CRCA is a types of iron.

HSB-

HSB means Heat Shrink Band. This is also a part of picture tube. IEDL manufacture this components in different sizes like 14”,20”,21”.This part is also a essential part of picture tube because it is a base of a frame. This part is also available in two varieties.

Blanking Unblanking

IMS-

IMS is a component of picture tube which is manufacture for the Samtel Color Ltd., Samtel Kota, JCT, and Dixson.At the time of manufacturing it is divided in two parts. By the balding of both parts it become one IMS.This part is used the back side of picture tube .The main function of this to cover the picture tube gun.

LUG-

LUG is useful parts for the HSB.Because when a four lug joint with the HSB it become compeleted.It also make by the some auto machine and there is CRCA raw material always use. By this a frame & HSB can joint easily.

Base Cap-

IN a picture tube there is a gun & this base cap is used at the picture tube for controlling the electricity supply. This components is manufactured by the plastic.

AV350-

AV350 product specially manufacture for Tellborg which is an automobile manufacturing company. It is also manufacture by the CRCA raw material. This generally made for socar of sheet of a car.

AV360-

AV 360 product is a combination of two parts .First one is inner & second one is outer. It is also manufacture by the CRCA raw material. This generally made for socar of sheet of a car. IT is also manufacture for Tellborg.

Iron Table-

Iron Table is manufacture for the GIMI, IKEA.Both are the trading & foreign base company. There are two same products Ruter & Jall but the main difference in both sizes & shapes.

Chassis of Bick’s-

IEDL make the chassis for the YO Bick’s. It is a product of ELECTROTHERM.

Home Furnishing Product-

IEDL makes the home

furnishing product for the many companies like as GLOBUS, IKEA, GIMI,

METRO MGB, TESCO, TEST RIDE .Generally this company make a

curtain rods in different sizes, ironing board, ward robe basket, bar –be-

que.All Products generally export to other country.

Customer Relationship—

Today International Electron Devices Ltd (IEDL)'s clients comprise the biggest names of the Picture tube, Automobile and General Engineering industries. IEDL is not profit driven but it takes pride in being in the forefront of technological innovation. Its vision is to become an industry leader by maximizing customer satisfaction through better products and services. And

it reflects in their successful catering to the specialized needs of their clients.

Because ultimately at IEDL the goal is to forge a bond of trust with its customers and deliver them value products. From a varied list of industries which we are catering some of them are mentioned below.

Picture Tube Special Purpose M/c

Samtel Color Ltd Videocon Narmada Glass

JCT Electronics Samtel Color Ltd

Hotline CPT Ltd Samcor Glass Ltd

BPL Display Devices Ltd Trelleborg Automotive India

Teletube Electronics Schenieder Electric Co.

Hotline Teletube Honda Siel Cars India Ltd

Thai CRT (Thailand) Lumax GSPS Ltd

Automobile Engineering

L.M.L. Limited Havells India

Majestic Auto Ltd TTL Ltd

Delphi Automotive Central Electronic Ltd

Trelleborg Automotive India White goods

New Holland Tractors L.G. Electronics

Honda Cars India Ltd Samsung India Ltd

Monto Motors

Trelleborg (UK)

Customer Communication—

The organization has identified customer communication arrangements relating to product information, enquiries, contract, order handling (follow-up), amendments, customer feed back, customer complaints as follows, which is done through respective formats & e-mails:

i) Production information is reviewed with the customers and where necessary, these are resolved before acceptance of the order in consultation with the participating functions in the organisation.

ii) Regular feed back is taken from the customer in order to monitor the satisfaction level of the customers.

iii) Pro-active approach is adopted with respect to any problem either with supply system or the product quality.

All records pertaining to technical feasibility assessment, costing, quotations, order and acknowledgement thereof, customer complaints and corrective actions are maintained in the Marketing deptt.

IEDL TOP MOST CUSTOMERS—

Samtel-

From a modest beginning in 1973, Samtel is today at the forefront of the electronics industry in India as the largest manufacturer of Picture Tubes for Televisions, Deflection Yokes and monitors. Samtel is a multifaceted enterprise, employing state-of-the-art technology for its products which is backed by an in-house R&D Centre.

The group employs more than 4500 people in nine factories across the country with a gross turnover of Rs. 1000 crores. The range of products manufactured includes Color & B&W TV Picture Tubes, Display Tubes, Video Monitors, Electron Guns and B&W Glass shells.

For Samtel, the quest for excellence in all its fields of activity has been a primary objective. What has taken Samtel to the Pinnacle is its commitment to Quality in every sphere that determines its existence.

The success of the group can be largely credited to the Samtel Quality Movement (SQM) in which the objective is " to create an environment where people strive from within to achieve customer satisfaction (external & internal) and business excellence with social relevance ".

Coupled with its own efforts and determination, Samtel has maintained high standards by virtue of its alliances with world leaders like Mitsubishi Electric Corporation, Japan, Corning Incorporated, USA and Samsung Corning, Korea. The company also lays emphasis on Progressive Human Resource Management, with a strong focus on training and development of personnel.

Samtel group companies--

Samtel India Limited, MMD

First to introduce digital color monitors in India. Manufactures Color and Mono Monitors in it's factories located at Faridabad, Haryana and Pondicherry.

Samtel Color Limited, Ghaziabad

Incorporated in 1987 in collaboration with Mitsubishi Electric Corporation Samtel Color Manufactures 14", 20", 21" ( F&FST ) Color Picture Tubes.

Teletube Electronics Limited, Ghaziabad

The first privately owned company in India to manufacture B&W picture tubes. Currently producing special purpose Cathode Ray Tubes for healthcare industry and military purposes.

http://www.siplweb.com/group/tel-gzbd.asp

http://www.siplweb.com/group/scl-cptdiv.asp

http://www.siplweb.com/group/sil-mmd.asp

Samtel India Limited, Bhiwadi

Single Largest manufacturer and exporter of B&W TV picture tubes in India engaged in production since 1981.

Samtel Color Limited (Electron Gun Division), Ghaziabad

The only Indian company to make its own heaters & Cathodes producing 8 million guns per annum and commands 76% of the market.

Samcor Glass Limited, Kota

Incorporated in 1989 as a JV with Corning Incorporated, USA & Samsung Corning, Korea. The company manufactures over 5.5 million B&W glass shells and funnels for color picture tubes.

Samtel Electron Devices, Parwanoo (Electron Gun Division),

Samtel Electron Devices( Electron Gun Division ) manufactures electron guns for Black & White picture tubes and market leader in it's domain.

Samtel India Limited (Deflection Yokes Division), Parwanoo

http://www.siplweb.com/group/sil-dydiv-parwanoo.asp

http://www.siplweb.com/group/sil-egdiv-parwanoo.asp

http://www.siplweb.com/group/sil-egdiv-parwanoo.asp

http://www.siplweb.com/group/sgl-kota.asp

http://www.siplweb.com/group/sed-gzbd.asp

http://www.siplweb.com/group/sil-ptdiv-bhiwadi.asp

Started commercial production in July, 1999 enabling the division to manufacture 12.19 lacs nos. of Deflection Yokes.

IEDL is only one company from where they purchase a parts of picture tubes.They completely belive on IEDL that it will provide a good quality product on a reasonable price.

JCT—

JCT Electronics Limited is a flagship company of the Thapar Group, one of India’s largest industrial conglomerates. Founded in the 1920’s, the Thapar Group with 54 companies and 84 manufacturing plants has a group turnover of more thanUS$____ billions.

JCT Electronics Limited (JCTEL) was the first Colour Picture Tube (CPT) manufacturer in India. JCTEL, formerly known as Punjab Display Devices Limited (PDDL) was set up as a wholly owned subsidiary of Punjab State Industrial Development Corporation (PSIDC) in 1976 to manufacture Black & White Picture Tubes, Cathode Ray Tubes, Gas-filled Discharge Tubes and Fluorescent Display Tubes at Mohali (Punjab), India. PDDL was taken over in 1986 by JCT

http://www.siplweb.com/group/sil-dydiv-parwanoo.asp

Ltd., a flagship Thapar Group Company, as a diversification project to manufacture CPTs and therefore renamed as JCTEL. JCTEL thereafter set up a modern plant for manufacture of CPTs in technical collaboration with Hitachi, Japan, one of the pioneers in the Display Devices. Initially the plant had a capacity of 0.6 million CPTs which was increased to 1.20 million over a period of time.

In 1996, JCTEL went in for expansion and set-up a new Greenfield plant near Vadodara in Western India. Engineered in-house with Hitachi’s assistance to manufacture 1 million (presently at 4 million) CPTs per annum in the sizes of 14”, 20” and 21” Pure Flat tubes. Propose to introduce 21” Ultra Slim and Pure Flat CPTs very soon.

Product-

http://www.jctel.com/products_01.htm

21" Colour Picture Tube - JCTEL A51JSY61X03(H)This is a directly viewed 530 mm (21"), 90 degrees rectangular Full & Flat Square Picture Tube. It features a perfectly rectangular 4x3 aspect ratio flat screen. This means a larger viewing area, less reflected glare, and reduced distortion even at large angle viewing....

................................................................................

.....

20" Colour Picture Tube - JCTEL A48JSK61XThis is a directly viewed 480 mm (20") 19V, 90 degrees in-line screen ColourPictureTube. It features a perfectly rectangular screen of 4 x 3 aspect ratio...

................................................................................

......


14" Colour Picture Tube - JCTEL A34JRH61XThis is a directly viewed 370 mm (14"), 90 degrees Rectangular Glass,


in-line Gun Colour Picture Tube assembly consisting of a A34JRH61X CPT, a newly developed Saddle-Toroid Deflection Yoke, a permanent Magnet Purity and Static Convergence Device...

JCT is a one of them largest company which manufacture the picture tubes. This company also purchases components of picture tube from IEDL.

TRELLEBORG--

Trelleborg is a global engineering group whose leading positions are based on advanced polymer technology and in-depth applications know-how. We develop high-performance solutions that seal, damp and protect in demanding industrial environments.

The Group has annual sales of approximately SEK 31 billion, with about 23,000 employees in 45 countries. The head office is located in Trelleborg, Sweden. Trelleborg's President and CEO is Peter Nilsson and Anders Narvinger is Board Chairman.

Trelleborg AB was founded in 1905. With 100 years behind us, our history, like our future, is characterized by a constant drive for quality and a passion for identifying new solutions to complex problems.

Our Business Concept

http://www.trelleborg.com/en/The-Group/History/

http://www.trelleborg.com/en/The-Group/Corporate-Governance/Board-of-Directors-and-Auditors/

http://www.trelleborg.com/en/The-Group/About-Our-Group/Group-Management/

We seal, damp and protect in demanding industrial environments throughout the world. Our customers can rely on engineered solutions based on leading polymer technology and unique applications know-how.

Our Core Values

The Group’s employees use the corporate culture and values developed over the years as guidelines in their everyday work. Trelleborg’s basic values are:

Customer focus Performance Innovation Responsibility

The Trelleborg Group offers technological solutions that meet three primary customer needs: to seal, damp and protect to secure investments, processes and people in demanding industrial environments. Functions that are vital for customers within selected segments of the global markets, such as aerospace, agricultural, automotive, infrastructure/construction, transportation, oil/gas and other sectors.

With a decentralized organization and extensive delegation of responsibilities and authority, the Group’s operations are built around competent and motivated employees.The Group has about 23,000 employees in 45 countries. US have the most Trelleborg employees of any country, followed by France, UK and Sweden.

Today The Trelleborg Group of today is a global industrial group with cutting-edge expertise in advanced polymer technology. Production takes place at some 100 plants in 40 countries.

Trelleborg products are found in a wide variety of contexts worldwide. They seal, damp and protect both in everyday settings and under extreme conditions.

ELECTROTHERM—

Before Electrotherm was a company, it was a dream. This

dream came true in 1983 with passion, persistence and performance of

promoters. The mission was simple: to serve Indian Steel Industry by providing

cutting-edge technology and pass on the benefits to the customers.

The Company ventured into manufacturing of equipments for melting metals at

a time when capability of multinationals was accepted as a norm in India. Soon,

Electrotherm envisioned the gap in technology and took upon them the task of

indigenous development of Medium Frequency Induction Melting Furnace at a

time when these furnaces were imported into India at exorbitant prices. But after

Electrotherm’s inception, multinationals were compelled to open local assembly

shops and offer reasonable terms and better services. The result was more

convenience for the customers.

Soon, Electrotherm envisioned the gap in technology and took upon them the

task of indigenous development of Medium Frequency Induction Melting Furnace

at a time when these furnaces were imported into India at exorbitant prices.

Electrotherm also took upon servicing induction furnaces in far-flung areas of the

country.

Today, approximately over 15 million MT of steel is melted in India on

Electrotherm furnaces. Electrotherm also has the distinction of manufacturing 3T

to 25T Medium Frequency Induction Melting Furnaces for first time in the

country. Electrotherm (India) Limited Factory - Electrotherm India Limited,

Ahmadabad.

Market Demand

Demand indicates the qualities of the product consumer are both willing and able

to buy at each possible price during a given period, other things remain constant.

Market demand depends upon the position of products in market or consumer. But

in the case of production line market demand depends upon the different factors

like:

Quality of the product.

Time management.

Service of the product.

Need/requirement.

Brand image.

Rejection rate.

Profit Margin on the product.

Proper communication with the customer.

Coordination between all level of management.

Having a good quality machines.

But the most effective in production base marketing is consumer relationship

between

All level of management. All workers. All customer company’s purchase department.

In case of Indian market especially NCR there is more companies & the golden chance is that here is some MNC’s like LG & Samsung. The main beneficial point is for IEDL is that Samtel is also here which a biggest unit of picture tube maker is & it has a good contract with the some trading companies like IKEA, GIMI.

Plan for Increasing Sales

According to the survey we analyze that what is the demand of IEDL customers,

what they expect from IEDL .First we understand the customers demand & our

company’s weakness, strength & then do the work.

Required reason for effective Marketing-

Quality product.

Value of money.

Reachable for everyone.

Good advertisement.

Good packaging.

Easily available.

Better communication.

Reasonable margin on all products.

Proper supply chain

Win customer trust

Use time management.

Reduce the rejection rate.

Make a proper coordination.

So these are the major factor for making a good image for the company.

Our Challenges

To make a good image of IEDL.

Build upon brand value

Win customer trust & retain

Building up supply chains to reach into all parts

Increased IEDL customers

Good Advertisement

Improving sales effectiveness is not just a sales function issue, it’s a company

issue, as it requires deep collaboration between sales & marketing to understand

what’s working & what’s not working, & continuous in

Provident of the knowledge, messages, skills & strategies that sales people

apply as they work sales opportunities. Sales effectiveness has historically been

used to describe a category of technologies & consulting services aimed at

helping companies improve their sales results.

Generally speaking, it comes down to self management. To a large extent, how you

manage your time determines your marketing success. All people have 24 hours

per day. Top market performers don’t fritter away their time on unproductive

productivity. They know that every minute counts & that every hour added to

marketing time increases their chances of making more market. Marketing time is

the time spent in direct interpersonal contact with prospects & customers.

Why sales & marketing required for all companies—

Sales are the activities involves in selling products or services

in return for money or other competition. It is an act of completion of a

commercial activity

The ‘deal is closed’ means the customer has consented to the proposed product or

service by making full or partial payment to the seller.

Academically, selling is thought of as a part of marketing, however, the two

disciplines are completely different. Sales often form a separate grouping in a

corporate structure, employing specialist operatives known as sales people. Sales

are considered by many to be a sort of persuading “art’. Contrary to popular belief,

the methodological approach of selling refers to a systematic process of repetitive

& measurable milestones, by which a salesperson relates his or her offering of a

product or service in return enabling the buyer to achieve their goal in an economic

way.

So for achieving milestone we have to take some steps like….

Arrange training programs for marketing.

Provide gift for achieving fixed target.

Give awards for high sales performance

The most important part is communication & behavior between market man

& contact person.

An incentive system for sales introduces variable salary components for

sales staff & provides a model for evaluating individual performance &

calculating bonuses.

Marketing Procedure of IEDL—

PROCEDURE MANUAL

FOR

CUSTOMER RELATED PROCESSES

ISO-9001:2009

MARKETING DEPARTMENT

INTERNATIONAL ELECTRON DEVICES LTD.

PLOT NO. 609, BISREKH ROAD, VILL. CHHAPRAULA,

DISTT. GAUTAM BUDH NAGAR 201 009 (U.P)

INDEX

S.No. Description

1. Quality Objectives

2. Organizational Chart

3. Responsibility and Authority

4. Procedures -

a) Procedure for Contract Activities (Existing product)

b) Procedure for Customer communication including Handling

of customer complaint

c) Procedure for Reviewing customer satisfaction.

d) Procedure for New Product Dev. & its Feasibility Study.


GAUTAM BUDH NAGAR

UTTAR PRADESH, INDIA

PROCEDURES MANUAL QUALITY

OBJECTIVES

DOCUMENT # AN.MK-01

EDITION # 03

REVISION # 00 ISSUE DATE : 02.06.2009

QUALITY OBJECTIVES

To achieve a business augmentation as per the business plan.

To fulfill the main objective of the company.

Firstly analyze the customer demand then produce the goods.

To make a good image of the company in the market.

To do all work for getting the more satisfaction of the customers.

Time to time get the feed back from the customer side.


GHAZIABAD


PROCEDURES MANUAL ORGANISATION

CHART

DOCUMENT # AN.MK - 03

EDITION # 03

REVISION # 00 ISSUE DATE: 02.06.2009

ORGANISATION CHART

MANAGING DIRECTOR

INCHARGE

MARKETING

Asst. Officer

OFFICER

MARKETING

APPROVED BY: PAGE 1 OF 1


GHAZIABAD

PROCEDURES MANUAL RESPONSIBILITY

AND AUTHORITY



EDITION # 03


RESPONSIBILITY AND AUTHORITY

1. INCHARGE - MARKETING

The responsibility & authority is defined as per apex manual (page no 34)

2. OFFICER – MARKETING

To ensure all schedules from customers are received in time and passed on to Production department for supply.

To ensure smooth information flow from customers to respective deptts. To ensure timely collection of payments and bring down the overdue

of the customer's end continuously. Compliances of tax liabilities. Addition of new customer within the specific time frame

Draw new business strategy to create new place in the market relates industry.

Identification of new business segment considering the company manufacturing capability.

To prepare feasibility report for every new product or amendment in the existing product and circulating it to the cross-functional team and subsequently intimating the outcome to the customer.

To ensure the delivery schedules received from the customer in the beginning of every month and ensure dispatches are made in conformity.

To prepare dispatch advice against purchase orders and circulated it to the relevant department and customer.

To interact with customer related to quality, commercial & other issues on daily basis.

To prepare customer complaint received from the customer and circulate it to respective department and subsequently conveying the corrective action taken against the same.

To prepare various MIS to update the information related to customers. To prepare Marketing plan based on schedules, orders & past three

months averages and circulate it to relevant department.


GHAZIABAD


PROCEDURES MANUAL RESPONSIBILITY

AND AUTHORITY


EDITION # 03


To conduct survey related to customer satisfaction after stipulated period of time. And circulated the date retrieve to respective department for feedback.

3. Asst. Officer

To prepare dispatch advice and circulating it to relevant department. To intimate the daily dispatches to the customer. To ensure and monitor all dispatches done as per time schedule

given by the customer. To ensure all customer complaints attended and feedback given to

customer with proper corrective action. Continuous interaction with respective department within the

company and respective customers for existing as well new customer.

To ensure regular communication with regard to supplying & pending date with customer.

To prepare MIS reports related to the Marketing deptt. To ensure all the correspondences from individual customer is

recorded in a proper place. Maintain all office record.



GAUTAM BUDH NAGAR


PROCEDURES MANUAL PROCEDURE

FOR CONTRACT ACTIVITIES

(EXISTING PRODUCT)

DOCUMENT # PR.MK-01

EDITION # 03


1. PURPOSE: -

To determine a procedure for ensuring that all contract review activities carried

out meet customer requirement.

2. SCOPE :-

The scope of this procedure applies to all active products manufactured by the

company.

3. REFERENCE: -

AQM – 01, Section # 20, ISO-9001:2008, Element # 7.2.1.1

4. DETAILS :-

ACTIVITY RESPONSIBILITY

4.1

4.2

4.3

4.4

4.5

4.6

The marketing department prepares a “ Marketing Plan “ (RD.MK-02) based on past of takes / projections & schedules provided by the customer.

The marketing plan is sent to Production before 26th of every month.

Monthly plan consist of firm plan for the

next month & tentative for consecutive 3 months.

All customer schedules received are compared with the original order copy for product, price, technical specifications, quantity and other commercial terms.

Any discrepancy observed in the schedule with respect to the original order, details is communicated to the respective customer.

In a monthly purchase order, "Dispatch Advice" is generated & sent to customer on monthly basis and for open purchase order; dispatch advice is generated & sent to customer on yearly basis.

Asst. Officer

- do -

Officer - Marketing

- do –

Officer Marketing/

Asst. Officer

- do –

APPROVED BY :

PAGE 01 OF 02


GAUTAM BUDH NAGAR



FOR CONTRACT ACTIVITIES

(EXISTING PRODUCT)

DOCUMENT # PR.MK-01

EDITION # 03



4.7 To specific customer designated special characteristics (if any) related to product to development, production, design & QC.

Officer – Mktg.

4.8

4.9

4.10

4.11

A copy of dispatch advice is sent to store for supply reference purpose.

Regular meetings are held with cross-functional team for the status of supplies as to ensure company’s commitment to customer and daily dispatch schedule is reviewed with them.

Daily dispatches are monitored through a “ Date wise Sales Report “ (RD.MK-03).

Any delays in shipment are communicated to the customers immediately over phone.

Asst. Officer

Incharge - Mktg.

- do –

Asst. Officer

5. DOCUMENT: -

RD.MK - 01 Dispatch Advice

RD.MK - 02 Marketing Plan

RD.MK - 03 Date Wise Sales Report (for internal reference only)




FOR CUSTOMER COMMUNICATIO

GAUTAM BUDH NAGAR


N INCLUDING HANDLING OF CUSTOMER COMPLAINT

DOCUMENT # PR.MK-02

EDITION # 03


1. PURPOSE:

To determine a procedure for an effective Customer communication including handling of customer complaints with a view to enhance customer satisfaction in terms of quality and services.

2. SCOPE:

The scope of this procedure covers all customer complaints received by the company.

3. REFERENCE:

AQM - 01, Section # 20, ISO-9001:2008, Element # 7.2.3

4. DETAILS :-

ACTIVITY RESPONSIBILIT

Y

4.1

4.2

4.3

4.4

4.5

Communication to customer regarding dispatches with Invoice details through soft /hard copy/telecom.

Customer complaints received are registered on “Customer Complaint Report “ (RD.MK-04) and marketing department attaches a unique reference number to it.

Copies of customer complaint reports are sent to Q.A., Production and M.R. for initiating necessary corrective action.

The Q.A. raises a product ‘NCR’ in the form of corrective action (against customer complaint document RD.MK -04).

Corrective actions are decided by a cross functional team comprising Q.A, Production & Engineering

The production dept. implements the planned corrective action & verifies its effectiveness along with Q.A.

Officer - Mktg./

Asst. Officer

- do –

- do -

Cross Functional Team

Incharge - Mktg.

AGM - Prodn.

4.6



GAUTAM BUDH NAGAR



FOR CUSTOMER COMMUNICATION INCLUDING HANDLING OF CUSTOMER COMPLAINT

DOCUMENT # PR.MK-02

EDITION # 03



4.7 All records of corrective action taken and its effectiveness are recorded on Document

Q.A.

4.8

4.9

4.10

4.11

(RD.CA-02).

Copies of RD.CA-02 are sent to M.R & Marketing for reference & records.

MR verifies the effectiveness of the corrective action taken and closes the “NCR”.

Customer is intimated of corrective actions taken in writing.

All customer complaints and corrective action taken are discussed in the MRM.

M.R

M.R.

Incharge - Mktg.

M.R.

5. DOCUMENT :-

RD.MK - 04 Customer Complaints.



GAUTAM BUDH NAGAR



FOR REVIEWING CUSTOMER SATISFACTION

DOCUMENT # PR.MK-03

EDITION # 03


1. PURPOSE: -

To determine a procedure for enhancing customer satisfaction.

2. SCOPE: -

The scope of this procedure covers all active customers.

3. REFERENCE: -

AQM – 01, Section # 20, ISO-9001:2008, Element # 8.2.1.1

4. DETAILS: -


4.1

4.2

4.3

Customer satisfaction assessment is carried out on half yearly basis.

A customer feedback is obtained in a format designed to derive objective (RD-MK-07) , comprising aspects of quality, quantity, delivery, price and services in an interval of six months (RD.MK-07).

Marketing Department uses data received directly from the customer through survey, questionnaire, repeat orders and through new development activity for formulating customer satisfaction index.

Incharge - Mktg.

- do -

Officer - Mktg./

Asst. Officer



GAUTAM BUDH NAGAR



FOR REVIEWING CUSTOMER SATISFACTION

DOCUMENT # PR.MK-03

EDITION # 03



4.5

4.6

4.7

4.8

Customer satisfaction assessment / assessment result is circulated to DGM (Operation), GM (Tool Design), Q.A., M.R and C.E.O. (RD.MK.07).

The results are discussed in the subsequent management review meeting.

Corrective actions and plans for further enhancing customer satisfaction are decided in the MRM.

If any product found to be non-conforming prior to dispatch, the concession waiver shall be obtained from the customer.

Officer - Mktg.

M.R.

M.R.

Officer - Mktg.

5. DOCUMENT: -

RD.MK – 07 Customer Feedbacks

APPROVED BY : PAGE 02 OF 02


GAUTAM BUDH NAGAR



FOR NEW PRODUCT DEVELOPMENT & ITS FEASIBILITY

DOCUMENT # PR.MK-04

EDITION # 03


1. PURPOSE: -

To determine a procedure for carrying out the feasibility study of all

new/proposed products prior to contracting /producing the product to meet the

customer requirements.

2. SCOPE: -

The scope of this procedure covers all customers’ enquiries for product

development.

3. REFERENCE: -

AQM – 01, Section 21, ISO-9001: 2008, Element # 7.2.2.2

DETAILS: -


4.1

4.2

The marketing department receives enquiries for new products, along with complete specifications and other customer requirements.

Marketing department registers the customer requirements on feasibility report

Incharge – Mktg.

4.3

4.4

(RD.MK-06) and attaches a reference number to it.

The document (RD.MK-06) is sent to CFT (Cross Functional Team) comprising of GM- Engg., GM-Tool Room & Design & Purchase for feasibility study.

For feasible products the marketing department submits necessary quotation / offer to the customer. (RD.MK-05)

Asst. Officer

Officer – Mktg.

- do –



GAUTAM BUDH NAGAR



FOR NEW PRODUCT DEVELOPMENT & ITS FEASIBILITY

DOCUMENT # PR.MK-04

EDITION # 03



4.5

4.6

The marketing department sends a regret note to the customer in cases where the product is found to be not feasible.

Marketing deptt., time to time, interact with customer to know the response on the quotation/ offer. If customer agrees on the price & other relevant terms, necessary samples are submitted to customer as & when it is called by the customer or against

Incharge - Mktg.

- do -

4.7

4.8

4.9

specific need of customer.

Upon receipt of confirmed order from customer the marketing department generates a dispatch advice and copies are sent to Engg. & Production. A copy of it is also sent to the customer.

Product Development activities are monitored on a regular basis and necessary corrective actions are initiated in consultation with the Product Development Department.

The customer is appraised of the progress of the development on a regular basis till the completion of the order

Asst. Officer

- do -

- do -

5. DOCUMENT :-

RD.MK - 05 Offer Sheet

RD.MK - 06 Feasibility Report Sheet

Marketing Plan—

INTERNATIONAL ELECTRON DEVICES

LTD.

MARKETING PLAN

DOCUMENT NO.: RD.MK-02

REVISION # 00

S N

COMPANY'S

ITEMS

ACTUAL QNTY TENTATIVE QUANTITY

NAME

Production plan—


WEEKLY PRODUCTION PLAN

MONTH :DOCUMENT NO. RD.PD - 07

WEEK : REVISION # 00

SL.NO.

NAME OF COMPONENT

MONTHLY

WEEKLY

PRODUCTION

EXCESS

SHORT

TARGET

TARGET TILL DATE

TILL DATE

Offer Sheet—


OFFER SHEET

Customer -

Component -

Drg.No.

Material -

Blank Size -

Gross Weight -

Scrap Weight -

Finish Weight -

Raw Material Cost @ -

Scrap Recovery @ -

New Raw Material Cost -

Press Operation Cost -

Total Opn. + Material Cost -

O.H., Profit & Process -

rejection @

-

Cost of Component -

Tooling Cost

-

-

-

-

-

Total Tooling Cost -

Dispatch Advice—

U.P.S.T. NO. ND-0070406 w.e.f. 20-01-89

C.S.T. NO. ND-5067046 w.e.f. 25-01-89

I N T E R N A T I O N A L E L E C T R O N D E V I C E S L I M I T E D

WORK : PLOT NO. 609, VILLAGE CHHAPRAULA BULANDSHAHAR ROAD,

Distt. GHAZIABAD(UP) Phone No. 0120-2674601-607

Doc.No. RD.MK-01

REGD.OFF.: A-208, OKHLA INDUSTRIAL AREA, PHASE – 1

Revision # 00

NEW DELHI-110020 PHONE : 6810180, 6817190

Despatch Advice

Type of Despatch

Advice No.:

Party Code: Advice Date :

Name : Delivery Address

Location :________________________

Division :________________________

Purchase Order No.________________________

Item Code

Item Description Despatch Qty.

Delivered Qty.

Delivery Date

Payment Mode : Insurance flag :

Freight Flag:Delivery Mode :

Packing desc:Excise Flag :

Status of Advice

Created By: ISAP Signature

APPROVED BY - ISSUED BY -ISSUE DATE -

Records of External Documents-


LIST OF EXTERNAL DOCUMENTS

DOCUMENT NO. : AN.QR - 03

DEPARTMENT - REVISION NO.00

S.NO.

DESCRIPTION OF RECORD

DOCUMENT NO.

COLLECTION FROM DEPTT

Feed Back--


Document No. RD.MK-07

Revision No.

CUSTOMER FEEDBACK

Customer Name

Location

Nature Of Business

Product / Services

Business Share

About Quality Of Product

Excellent Good Satisfactory Average Poor

Quality Wise

Dimentionally

Visually

Packaging Wise

Finishing Wise

Price

About Quality Of Excellent Good Satisfactory Average Poor

Services

Communication

Response To Customer Complaints

About Customer Relationship Management


Staff Attitude

Staff Technical Knowledgeability

Response Time

Delivery

About Satisfaction / Business Understanding With The Customer Over The Past 6 Months

Largely Improved Slightly Improved

No Improvement Slightly deteriorated Worsened

How Do You Rate IEDL As Compared To Other Vendors.

Much Better Better

Same as others Not Good Poor

Evaluation of the Feed Back

Excellent / Largely improved / Much better - 5 points

Good / Slightly improved / Better - 4 points

Satisfactory / No improved / Same as other - 3 points

Average / Slightly deteriorated / No good - 2 points

Poor / Worsened - 1 point

Max. Score – 80

Above 70 - Delighted

60 - 70 - Very satisfied Customer

50 - 60 - Satisfied Customer

Below 50 - Needs improvement, specific

areas to be focused

Total Score -

Suggestions For Further Improvement

_____________________________________________________________________

_____________________________________________________________________

_____________________________________________________________________

_____________________________________________________________________

Customer's Signature ________________

Date __________

Customer Complaints--


Complaint No. :

Date :

CUSTOMER COMPLAINT PAGE 1 OF 1

DOCUMENT NO. : RD.MK - 04

EDITION NO.: 03 REVISION # 00

NAME OF THE CUSTOMER : IKEA

S.NO.

NAME OF THE

CODE

DT. OF

CHALLAN / QUANTITY

PRODUCT NO.SUPPLY INVOICE

SUPPLIED

ACCEPTED

REJECTED

NO.

NATURE OF DEFECT

REMARKS :-

SignatureSignature

Non Confirmation Report—

INTERNATIONAL ELECTRON DEVICES LIMITED

DOCUMENT NO.: RD-NC-01

REVISION # 00

PRODUCT NON-CONFORMITY REPORT

TO,

_____________________

_____________________

_____________________

NCR NO._______________

DATE _______________

PRODUCT : ___________________

NON-CONFORMITY OBSERVED---------------------------

-------- -

--------------

---------

------

----- ----

---------------------------

-------- -

--------------

---------

------

----- ----

---------------------------

-------- -

QUANTITY : __________

REPORTED BY_________ _

ENGINEER/INCHARGE Q.A

NCR RECEIVED ON____ _

RECEIVED BY_______________

(SIGNATURE)

REVIEW OF NON - CONFORMITY

ACTION RECOMMENDED

SEGREGATION

REPAIR

REWORK

REJECT

APPLY FOR CONCESSION WAIVER

-------- -

REVIEWED BY

DISPOSITION OF THE REJECTED MATERIAL

PRODUC -------- QUANTITY ------- -----

T - -

(AUTHORISED BY)

Feasibility Report—

INTERNATIONAL ELECTRON DEVICES LIMITED

NO:DOCUMENT NO: RD.MK-06

TITLE :

FEASIBILITY REPORT REVISION # 02

REFERENCE NO.

ENQUIRY RECEIVED DATE

ENCLOSED DOCUMENTS

DRGS. FOR FOLLOWING ITEM

1

2

3

S.NO. ITEM DRG. NO.QTY. REQUIRED REMARKS

MONTHLY/

ONE TIME

SIGN. OFFICER - MKTG.

FEASIBILITY REPORT

NO. DATE :

(APPLICABLE FOR ALL CONCERNED DEPARTMENTS)

DO WE HAVE CAPABILITY AND AVAILIBILITY OF

MANPOWER,SKILLS,MACHINES & MATERIAL

TO MEET THE REQUIREMENT.

YES / NO? IF NO, REASONS :-

PRODUCT FEASIBILITY IS TO BE COMMUNICATED BY THE RESPECTIVE DEPARTMENT WITHIN 7

DAYS TIME FROM THE DATE OF RECEIPT OF THE ENQUIRY.

CUSTOMER SPECIFIC REQUIREMENT IF ANY -

SIGNATURES :-

GEN.MANAGER D.G.M. D.G.M. A.G.M.

TOOL DESIGNOPERATIONS STORES PURCHASE

OBSERVATIONS

Profit Margin: We observe that customers are mostly interested in

their profit margin, they purchase only those products in which the

profit margins are high irrespective of any brand.

Documentation: While doing the project we observe that customers who

have a plant in other state they think that there is a long documentation

process for purchasing the goods.

We used SWOT analysis to measure the compatibility of our project.

SWOT analysis is the technique in which we consider various aspect of

a particular matter & do product analysis. Here we apply this technique

on our product i.e. marketing of IEDL.

Strength :

1 The main advantages of this company are that there is latest

electronic machinery.

2 MD of this company has a direct coordination with the

employees.

3 In this company marketing department have a time to time

communication through mail.

4 Company is always ready for making good relationship with

it’s customers.

5 Marketing department do all work for getting the objective of

company.

6 IEDL always wants to earn more satisfaction of it’s customers.

Weakness:

1 Rejection rate is high in the comparison of other manufacturing

companies.

2 There is no proper coordination between all levels of

management.

3 There is also not proper coordination between all emploies.

4 There is not time management.

5 No team work.

6 No proper communication with the IEDL customers.

7 There is no proper control over the pricing strategy.

8 There is no quality control.

Opportunities:

1 In this year the main opportunity for IEDL is that Samtel have a

demand of 900000 picture tube then all part will manufacture

here.

2 Now IEDL will deal with Globus, Metro mgb, Tesco.

3 From this year company will start the business with the Test

Ride trading company.

4 Now IEDL will do it’s business under 2009 ISO certification.

Threats:

The entry of new players can result in

reducing the market share of the company. There are mnc’s as well as

Indian companies which are entering into this sector therefore IEDL

needs to plan their strategies keeping in mind of the competition & as

well I have said already that many MNC have gone from here then company

should make a loyal customers to them.Dixson is also starting the sheet

matel & molding business.

ANALYSIS OF DATA

To demonstrate the suitability and effectiveness of the quality management system, organization has established a system for collection and analysis of company level data.

These data on trend in quality, process performances of poor quality and service failure are compiled every month and every quarter by the operational personnel to know the trends and to find out the root cause of the problem, which provides a lead to corrective and preventive actions and also helps to identify the areas where continual improvement is required.

Data analysis shall provide information relating to :

i) Record of customer complaints, feed back reports and customer satisfaction.

ii) Non-conformity record of products at different stages of manufacturing.

iii) Characteristics and trends of processes and products including opportunity for preventive actions.

iv) Suppliers

All the above data are reviewed in the management review meetings. Bench marking against significant competitor is planned, whenever possible.

Analysis and Use of Data

Solution to customer related problems is given the top most priority. Key customer related trends, product/process performances data helps, in decision making and log term planning.

MEASUREMENT ANALYSIS AND IMPROVEMENT

IMPROVEMENT

Continual Improvement -

IED has established a documented procedure to monitor and improve continually the effectiveness of the quality management system. This is achieved by reviewing the following -

i) Quality Policy

ii) Quality Objectives

iii) Audit results

iv) Analysis of company level data

v) Resource requirements

vi) Corrective and preventive actions and

vii) Management review

Continual improvement is taken up at all areas that benefit the customer, the processes and organization.

It is ensured that continual improvement shall extend to product characteristics with special characteristics are given the highest priority.

All concern HOD shall prepare a prioritized action plan for continual improvement in process that has stability and acceptable capability.

Concern HOD shall also identify opportunities for quality and productivity improvement and implement appropriate

projects through appropriate techniques. Following are same of the techniques which could be used.

i) Control Charts

ii) Design of experiments (DOE)

iii) Theory of constraints

iv) Overall equipment effectiveness

v) Parts per million analysis (PPM)

vi) Value engineering / analysis

vii) Analysis of motion / ergonomics

viii) Mistake proofing

Corrective Action

Corrective actions are taken to eliminate the cause of non-conformance, in order to prevent its re-occurrence. A documented procedure for corrective action is established. Procedure addresses the following -

i) Reviewing all non-conformity including customer complaint.

ii) Determining the cause of non-conformity.

iii) Determining the corrective action needed.

iv) Implementation of the corrective action

v) Record the result of corrective action taken.

vi) Reviewing the corrective action for its effectiveness.

Vii) Repeat step (i), (ii), (iii), (iv), (v), (vi) and continue till such time the problem is completely eliminated.

The cross functional teams determines the corrective action which is to be initiated. Mistake proofing techniques are employed wherever applicable during the corrective and preventive action implementation. Summary of corrective action is submitted for management review. Concern HOD shall ensure corrective action is effective. Records for corrective action are maintained.

Problem Solving

Cross functional teams/ HODs shall use a defined problem solving method to root cause identification and elimination of non-conformities.

Error Proofing

Appropriate mistake proofing methodology is adopted in the corrective and preventive action processes.

Corrective Action Impact

Cross functional teams shall also apply corrective action taken and control implemented where applicable to eliminate the cause of non-conformity to the similar products and processes.

Rejected Product Test/Analysis

Concern HOD shall analyze the products/components returned from the customer as rejected. Records of analysis shall be kept and made available for management reviews or

to the personnel on request who are in need of these analysis reports.

Concern HOD shall also initiate appropriate corrective action and implement the change to prevent further re-occurrence of the problem.

Preventive Action

Preventive action is taken to eliminate the cause of potential non-conformities in order to prevent its re-occurrence. A documented procedure for preventive action is established. Procedure addresses the following -

i) Determining the cause of potential non-conformity.

ii) Determining the preventive action needed.

iii) Implementation of preventive action.

iv) Record of the preventive action taken.

v) Reviewing the effectiveness of preventive action.

The preventive action implemented are taken for discussion in the management review meetings, output for the same is recorded.

Hypothesis According to the feed-back foarm-

Quality wise-

Grade Samtel color

Ltd.

Samtel Kota

Ltd.

JCT Terellborg Electrotherm

Excellent 5 5 5

Good 4

Satisfactory 3

Average

Poor

Samtel color Ltd.

Samtel Kota Ltd.

JCT Terellborg Electrotherm0

0.51

1.52

2.53

3.54

4.55

Excellent

Good

Satisfactory

Average

Poor

Visually—

Grade Samtel color

Samtel Kota

JCT Terellborg Electrotherm

Ltd. Ltd.

Excellent 5

Good 4

Satisfactory 3 3

Average 2

Poor


0

1

2

3

4

5

6

ElectrothermTerellborgJCTSamtel KotaSamtel color

Packaging wise—

Grade Samtel color

Samtel Kota

JCT

Terellborg

Electrotherm

Ltd. Ltd.

Excellent 5 5

Good 4

Satisfactory

3 3

Average

Poor

Finishing wise—

Grade Samtel color

Samtel Kota

JCT

Terellborg

Electrotherm

Ltd. Ltd.

Excellent

Good 4

Satisfactory

3

Average 2 2

Poor 1

Price wise—

Grade Samtel color

Samtel Kota

JCT

Terellborg

Electrotherm

Ltd. Ltd.

Excellent

Good 4 4

Satisfactory

3 3

Average 2

Poor

Service wise—

Grade Samtel color

Samtel Kota

JCT

Terellborg

Electrotherm

Ltd. Ltd.

Excellent 5 5

Good 4 4

Satisfactory

3

Average

Poor

Communication—

Grade Samtel color

Samtel Kota

JCT

Terellborg

Electrotherm

Ltd. Ltd.

Excellent 5 5

Good 4

Satisfactory

3

Average 2

Poor

Response to customer complaints—

Grade Samtel color

Samtel Kota

JCT

Terellborg

Electrotherm

Ltd. Ltd.

Excellent 5 5

Good 4 4

Satisfactory

Average

Poor 1

Staff attitude--

Grade Samtel color

Samtel Kota

JCT

Terellborg

Electrotherm

Ltd. Ltd.

Excellent 5 5

Good 4

Satisfactory

3 3

Average

Poor

Response time—

Grade Samtel color

Samtel Kota

JCT

Terellborg

Electrotherm

Ltd. Ltd.

Excellent 5

Good 4 4

Satisfacto 3

ry

Average 2

Poor

Delivery—

Grade Samtel color

Samtel Kota

JCT

Terellborg

Electrotherm

Ltd. Ltd.

Excellent 5

Good 4

Satisfactory

3 3

Average 2

Poor

OBJECTIVE OF THE STUDY

The objective of the study was to analysis the customers of the

IEDL and their need . This may be helpful to increase the customers .This can be

possible when IEDL will make a new customers & remove it’s mistake duo to that

all companies has gone from here. IEDL should invite those companies which have

gone from here & become a loyal customers. At that time I analyze that what the

customers wants or what is there requirement of them .IEDL should mind the

quality & time management which is required by all company.

MY PROJECT

Our project was to analysis the customers & need of customers in

market of IEDL & to make a loyal customer for it. For doing so firstly I have to

analyze that what was the reason that so many MNC has gone from here. Why

many MNC & other company do not want to pay the rest payment. Why

rejection rate is too much high here in the comparison of other company& to

analyze that when some new companies come here & after few dealing, they

stop the business with IEDL, why?

RESEARCH METHODOLOGY

An Introduction

MEANING OF RESEARCH

Research in common parlance refers to a search for knowledge. One

can also define research as a scientific and systematic search for pertinent

information as a specific topic. In fact, research is an are of scientific investigation.

The Advanced Learner’s Dictionary of Current English lays down the meaning of

research as “a careful investigation or inquiry especially through search for new

facts in any branch of knowledge.” Redman and Mory define research as a .

“Systematized effort to gain new knowledge.” Some people consider research as

movement, a movement from the known to the unknown. It is actually a voyage of

discovery. We all possess the vital instinct of inquisitiveness makes us probe and

attain full and fuller understanding of the unknown. This inquisitiveness is the

mother of all knowledge and the method, which man employs for obtaining the

knowledge of whatever the unknown, can be termed as research.

Research is an academic activity and as such the term should be used

in a technical sense. According to Clifford Woody research comprises defining and

redefining problems, formulating hypothesis or suggested solutions; collecting,

organizing and evaluating data; making deductions and reaching conclusions; and

at last carefully testing the conclusions to determine whether they fit the

formulating hypothesis. D.Slesinger and M Stephenson in the encyclopedia of

Social Sciences define research as “the manipulation of things, concepts or

symbols for the purpose of generalizing to extend, correct or verify knowledge,

whether that knowledge aids in construction of theory or in the practice of an art”

Research is, thus, an original contribution to the existing stock of knowledge

making for its advancement. It is pursuit of truth with the help of study,

observation, comparison and experiment. In short, the search for knowledge

through objective and systematic method of finding solution to a problem is

research. The systematic approach concerning generalization and the formulation

of a theory is also research. As such the term’ research refers to the systematic

method consisting of enunciating the facts and reaching certain conclusions either

in the form of solutions(s) towards the concerned problem or in certain

generalizations for some theoretical formulation.

Defining the research problem

A researcher must find the problem and formulate it so that it becomes

susceptible to research. Like a medical doctor, a researcher must examine all the

symptoms (observed by him) concerning a problem before he can diagnose

correctly.

And therefore, I have also defined the research problem i.e. to study customer

trends, behavior, preferences and level of satisfaction in International Electron

Device Ltd.

Research Methodology

After defining the research problem the foremost step will be planning for the

further investigation. Preparing the blue print to undertake the research called

research design. In other words,

“A research design is the arrangement of condition for collection and analysis of

data in a manner that aims to combine relevance to the research purpose with

economy in procedure".

Under this methodological step has been adopted in the study of consumer trends,

behavior, preferences and level of satisfaction in International Electron Device Ltd.

how the research problem has been defined in what way and why there

are Hypothesis has been formulated? What has been formulated, What

has been calculated and what particular method has been adopted and

similarly other questions are usually asked when we talk of research

Methodology.

In this particular research, the focus was on to analyze the investment

behavior. For market

study first of all a hypothesis is developed and then a research design

was formulated

TYPES AND METHOD OF RESEARCH

The study under the category of descriptive types of Research includes

research and finding Enquiries of different kind. It is the description of

the state of affairs, as it exists at the Presence.

The main character of this method is that the Research has no

control over the variable, it can only report what has happened or what

is happening. This method of research used in this research was

Research method.

As a descriptive method, the research has been defined clearly

what it wants to measure and has used quantities and qualitative

method for measuring it along with clear cut definition of population we

want to study the procedure be used has been clearly planned.

RESEARCH PLAN:-

Designing a research program call for decision on the data sources,

research approaches, research information, sampling plan and control

method.

DATA SOURCE: -

Research can gather primary data, secondary data, or both primary and

secondary resources.

They are briefly below for the purpose of study both primary as well as

secondary data were used.

Primary data:–

Primary data is that data which is collected fresh and for the first time

and thus regional in character. The data is generated when the research

investigates a part at hand. The primary data for this project was

gathered through a questionnaire.

Secondary data:-

Secondary data is the research that may have been collected for another

purpose or which already exists some where, relevant and related data

were also collected from the various secondary sources like company

journals, magazines. Newspaper, etc

RESEARCH ANALYSIS:-

The research method is most widely used techniques in the data

collection and is suited for descriptive research. Research includes

research instrument, sample plan and contact method.

RESEARCH INSTRUMENT:-

Research instrument is a structured questionnaire consist of questions

prescribed to the respective for the responses because of flexibility, the

areas is by far the most common instrument used to collect the present

data a questions need to be carefully developed tested and discussed

before they are administrated for a large scale.

SAMPLE:-

Systematic Random Sampling method has been used to do survey for

the purpose of research. I have contacted the people in general to

assess the execution popularity. Thus the method was of random

sampling type.

SAMPLE SIZE:-

How many people should be researched? Large sample give more

reliable results than small samples, however it is not necessary to

sample the entire target population or even a substantial portion to

achieve reliable results. In this project my sample size was 5.

SAMPLING AREA:-

Where to research? Sample area refers to the geographic area which is

used to carry out the research.

SAMPLING METHODS:-

For this product sampling, I have used Non-probability sampling method

to select the respondents.

NON PROBABILITY:-

In this type of sampling, the researcher selects items for the sample

deliberately; his choice concerning the items remains supreme. In other

words, under non-probability sampling the Organizers of the inquiry

purposively choose the particular units of the universe for constituting

sample on the basis that the small mass that they so select out of a huge

one will be typical or representative of the whole.

DATA COLLECTON METHODS:-

Data collection through questionnaire system.

Direct contact with user

Collection through telephonic & mail.

DATA ANALYSIS METHODS-

In this project Percentage method and segmentation method is used

which is summarized in tabular form and interpretation is done through

Pie charts and bar graphs.

QUESTIONNAIRE:-

Surveys are bets suited for descriptive research. Companies undertake

survey to learn people's knowledge, beliefs, preferences, and

satisfaction, and to measure their magnitudes in the general population.

If researcher wishes to ask consumer about their preferences, they can

do so in person by mail or by telephone. Each of these surveys methods

has certain advantages and disadvantages that the researcher must

weigh in selecting the method of contact.

The one good way of doing survey is by mailing Questionnaire, mail

surveys are conducted by sending Questionnaire directly to individuals

at their home or by personal contact.

A questionnaire consists of a set of questions presented to respondents.

Because of its flexibility, the questionnaire is by for the most common

instrument used to collect primary data. As we know that preparing a

questionnaire is a very intellectual process and it should be developed

carefully.

So, in order to minimize the possibilities of biasness, we have taken both

types of question i.e. close ended and open ended questions.

Close ended questions specify all the possible answer and provide

answers that are easier to interpret and tabulate.

Open – ended questions allow respondents to answer in their own

words and often reveal more about what they think.

UNSTRUCTURED INTERVIEW:-

As the term indicates the type of interview is unstructured. In this form

of interview the question to be asked by the respondents, is not

predetermined. And the interview proceeds according to responses

given by the respondents. This form of interview is useful when the

reaction of respondent vary.

This method is also a time saving method as only relevant question are

asked. Changes are the environment level of the respondent's

knowledge skill intelligence etc can be taken into consideration.

METHODOLOGY ADOPTED BY ME

For the purpose of carrying out the project I contacted 5 person from 5

different company, who are from the purchases department’s. All five

person were well educated & have a good knowledge of market. I

carried out my project under the guidance of Mr. T.S.Khana. First I

select a questionnaire survey and then prepared a structured report.

The main aim of my study was to know the response of the company’s

product, which is related to my project objective. From the

questionnaire, I enquired about their feedback, production capacity,

time management & quality satisfaction given in the report.

Analysis and interpretation

Survey on the existing clients:

Problem recognition:

Considering the production criteria for different clients, it becomes a

challenge for the company to offer right service to a specific person.

Therefore understanding the needs of the customers and getting their

feedback frequently helps in developing a win-win situation for the

company and the clients.

Research Methodology:

The research methodology used was a mix of qualitative and

quantitative research.

The existing customer of IEDL were interviewed personally by fixing a

prior appointment (the data was provided by the company officials)

As IEDL offers a variety of services to its customer, it is very natural that

sometimes the right service is not delivered to a specific person. In

order to provide the right and customized services to its customers, a

study on the existing

clients was proposed by our company guide, which included

parameters such as experience with the customer support, efficiency of

the relationship managers, to check the satisfaction level of the

customer based on these parameters.

The company was facing a major problem in retaining the existing

customers; it was found that many customers who were purchasing the

items from IEDL either shifted to some other company or to start the

production at their self or some clients decreased their turnover with

IEDL by opening accounts with some other firm.

Now the question that arose was how many and whom to survey?

The sample size was kept 10. Each of the clients was interviewed

personally.

Scope of the study:

The study would cover only the prospective clients .

The data are collected from the persons who are purchasing the goods

&who were purchased the goods in past time

Purpose of the study:

The main purpose of the study is to understand the need &

requirements of customers, for this it is required to get the feedback of

the customers and analyze the collected data.

To find the satisfaction level of the customers with the services offered

on the basis of certain parameters.

This may be helpful--

1. To reduce the rejection rate.

2. To increase the customer of IEDL.

3. To increase the sale of IEDL.

IEDL SOME FACTS AND FIGURES

Turnover Growth Rate 10% -12% annually.

People Over 1200 people employed in India.

Manufacturing plant of IEDL located at Plot No.609, Village, Chhapraula, Distt.

Ghaziabad-201 009(UP)

Product sheet matel, components of picture tube &auto mobile parts

Availability All cities in India.

All parts of picture tube, automobiles parts &molding business.

METHODOLOGY

Data of various customers who have gone from here & who can be a new

customers.

I study about those companies, which have gone from here because for

making a good command on the market these customers are required.

I made a contact with the new companies through mail & telephonic way.

Because these company can make a good image in the market.

These all work was done under the marketing head.

This all work was done according to IEDL marketing procedure in which

there is many formats for doing a work in a proper manner.

Relationship building strategy was adopted for making loyal customers.

RECOMMENDATION

The company should go ahead with aggressive marketing. They should light

competition on -

1. Awareness level.

2. Pricing strategy.

Thus, the recommendations fir these are as follows:

1. AWARENESS

(a) The company should sponsor local programs.

(b) The company should arrange briefing sessions at prominent clubs such as

LIONS CLUB and ROTARY CLUBS etc.

(c) The company should organize awareness quizzes through Newspapers,

Magazines & announce suitable rewards accordingly.

(d) The company should make a good communication with different companies &

it’s customers for making a good relationship.

(e) Company should make a good coordination with there employees.

2. PRICING STRATEGY

(a) The company should look the strategies of the competitive companies.

(b) The company should try its level best to keep the price low as compare to

competitors.

(c) The schemes should be updated as per the needs and occasions

SUMMARY

We started our project by making a routine visit to

various companies across NCR. We addressed their problems & try to solve

them as soon as possible. We divide our project into three phases. In 1 st phase

we need to visit all those companies which have gone from here and analyze

the main problem & solve that problem where as in 2nd phase we need to

figure out the selected companies on the basis of their business nature that

which type business they are doing & what they are manufacturing. In 3rd phase

we need to go to selected companies by which we are doing a business from

previous time.

There are separate market man for doing different types of

work .We started working with both the market man in order to get

maximum satisfaction of the customers & for analyzing that what they want,

what is there problem, which types of changes they want with the IEDL. We

started to make a good relationship with our new & old customers.

CONCLUSION—

While doing this project I learnt to test and filter out

ideas. This cannot be done by sitting in office only and doing

brainstorming, but one has go to the actual market and face the

heat.

The bottom of the pyramid is a huge opportunity waiting to be

tapped. The challenge is to identify & accept the uniqueness of these

markets & developed strategies to suit their needs. Understanding these

domestic markets & developing domestic insights is of utmost importance

for succeeding in these markets. These consumers should be pushed higher

up the value chain by a process of co-creation which would benefit both the

company as well as consumer community. One ultimately comes to the

conclusion that any sound strategy should be devised only in tune with the

aspirations of the customer.

And also its very important to deal as professionals do. This way to

start with a new party is always appreciated by others and they also

feel privileged to be associated with a company like this. Weather its

first meeting or just normal phone conversation, being informal

doesn’t help in long run. Last but not the least; I learnt to make use

of my personal contacts. I never realized earlier that people I knew

could be of so much help. Some personal contacts were efficiently

utilized during this phase.

BIBLOGRAPHY

www.wikipedia.org

www.iedlindia.com

http://www.iedlindia.com/

http://www.wikipedia.org/

www.google.com

http://www.google.com/

References

Kotler, Philip “Marketing Management”:

Analysis, Planning, Implementation and control (9th Edition),

prentice Hall India, 1999.

Questaniar---

International Electron Device Ltd.

Survey on-Brand Awareness

1. Name the company which comes in your mind at very first?

………………………………………………………………………….

2 Do you know about International Electron Device Ltd.?

(a) Yes (b) No

3 International Electron Device Ltd. Is a --

(a) Private company (b) Public company

4 IEDL is a good company for—

(a) Manufacturing company

(b) Trading company

5 Rank the IEDL on the following features

(Rank 1 for best & 5 for worse, on 1 to 5 scale)

(a) Efficiency

(b) Manpower

(c) Branches

(d) Network

(e) Product Range

6 Mark the blue-print that IEDL gives in your mind.

(a) Good quality

(b) Time Management

(c) Good Packaging

(d) Work Efficiency

7 Do you know where the branch of IEDL located nearby your resident/office is?

(a) Yes (b) No

8 Do you think IDEL is a Better one company for manufacturing items?

(a) Yes ( b) No

9 Do you how many items IEDL manufacture?

(a) Yes ( b) No

10 Do you for which item IEDL is famous?

(a) Yes ( b) No

11 Do you think IDEL have a more need advertisement?

(a) Yes ( b) No

12 Do you think IDEL believe in quality?

(a) Yes ( b) No

13 Do you think IDEL believe in customer satisfaction?

(a) Yes ( b) No

14 Do you think IDEL can become a number one company in production line?

(a) Yes ( b) No

Please supply us with your personal information, if you can.

Name………………………………………………………

Age………………………………………………………...

Sex…………………………………………………………

Address……………………………………………………

City…………………………………………………………

Pin code…………………………………………………….

Contact no. …………………………………………………