Blue Star Custmer Satisfctn2.2

8/6/2019 Blue Star Custmer Satisfctn2.2

1/53

INTRODUCTION:

CUSTOMER SATISFACTION:

Satisfaction is a person feeling of pleasure or disappointments resulting from

comparing a product perceive performance or outcome in relation to his/her expectation.

As this definition makes clear, satisfaction is function perceive performance and

expectations. If the performance falls short of expectations the customer is dissatisfied. If

the performance matches the expectation the customer is satisfied. If the performance

exceeds expectation the customer is highly dissatisfied.

Buyers form their expectations from past buying experience, friends and

associates, advice marketers & competitor information and promises. If marketer raises

expectations too high, the buyer is likely to be disappointed.

Some of todays most successful companies are raising expectations and

delivering performance to match. These companies are aiming for TCS (Total Customer

Satisfaction). Some companies guarantee total customer satisfaction and will replace at

its expense any dissatisfied customers equipment within period of many years after

purchase.Study shows that although customers are dissatisfied with one out of every four

purchases, less than 5% of dissatisfied customers will complain. Most customers will by

less or switch suppliers. Complaints levels are thus not a good measure of customers

satisfaction. Responsiveness companies measure

Customers satisfaction is closely linked to quality in recent years. Many

companies have adopted Total Quality Management (TQM) programs, designs to

constantly improve quality of their products, service & marketing processes. Quality has

an impact on product performance and hence on customer satisfaction.


2/53

OBJECTIVES OF STUDY:

To study and compare the customer satisfaction of maruti suzuki motor with other

brands.

To know about the post sales service provided by the dealer.

To find out the overall experience of the customers with reference to MITHRA

Maruti Agency.

To find out whether the vehicle details were made known to every Customer or

not.

RESEARCH METHODOLOGY AND RESEARCH DESIGN

Research Design

Sample Design : Descriptive Research

Type of universe : Consumer

Sampling unit : Hyderabad

Size of the sample : 100

Type of sampling : Simple random sampling

Type of question : Open-ended and Close-ended

Type of questionnaire : Structure disguised

Type of scaling : Nominal, Ordinal, Interval scale


3/53

SOURCE OF DATA:

a. Primary Source: This was the main source of data. The data was obtained from

individual respondent through a questionnaire.

b. Secondary Source: The use of secondary data is made in knowing the industry

trends and market share of individual company.

COMMUNICATION / RESEARCH APPROACH:

Data was collected from primary sources. The instrument used for this purpose

was a structured questionnaire, which was formatted in such a way that it was clear and

easy for the respondents to understand and it had optimum number of questions. The

questionnaire method was chosen for this research because collection of behavioral data

was the key objective of this research.

SCOPE OF STUDY:

The geographical scope of study is confined to the city of Hyderabad.

The various customers were met to find out their perception towards the various elements

that satisfies the customer.

This study given me a wonderful opportunity to meeting different customer of four

wheeler companies and get a great practical exposure of working with them.

LIMITATIONS OF STUDY:

The study could not be conducted on a large sample size and area

Because of time constraint.

The number of sample size is respondents and the study is confined

Only to the Hyderabad confined limits.

The study is time bound & would be applicable to the current Findings of the study.


4/53

STATEMENT OF PROBLEM:

With the recent influx of different brands in todays four wheeler auto segment

each striving to satisfy customers with the end results of maintaining loyalty, at present

cars as such have become necessity but not a nicety.

With this out look of todays market it is even a laymans perceptive that Ford itself

reflects a satisfied customer.

Keeping in mind curriculum requirement & organizational requirement the study has

been conducted to find out customer satisfaction towards BLUE STAR products.

However, due to time constraints an in-depth study could not be undertaken.


5/53

CUSTOMER SATISFACTION:

Whether the buyer is satisfied after purchase depends on the offer performance in

relation to the buyers expectations.

Satisfaction is a person feeling of pleasure or disappointments resulting from

comparing a product perceive performance or outcome in relation to his/her expectation.

As this definition makes clear, satisfaction is function perceive performance and

expectations. If the performance falls short of expectations the customer is dissatisfied. If

the performance matches the expectation the customer is satisfied. If the performance

exceeds expectation the customer is highly dissatisfied.

Many companies are aiming for high satisfaction because customers who are just

satisfied still find easy to switch when a better offer comes along. Those who are highly

satisfied are much less ready to switch. High satisfaction or delight creates an emotional

bond with the bond, not just a rational preference. The result is high customer loyalty.

Senior management believes that a very satisfied that a very satisfied or delighted

customer is worth ten times as much to the company as a satisfied customer. A verysatisfied customer is likely to stay in company for many more years and by more than a

satisfied customer will.

Buyers form their expectations from past buying experience, friends and

associates, advice marketers & competitor information and promises. If marketer raises

expectations too high, the buyer is likely to be disappointed.

Some of todays most successful companies are raising expectations and delivering

performance to match. These companies are aiming for TCS (Total Customer

Satisfaction). Some companies guarantee total customer satisfaction and will replace at

its expense any dissatisfied customers equipment within period of many years after

purchase.


6/53

For customers centered companies, customer satisfaction is both a goal and a

marketing too. Companies that achieve high customer satisfaction rating make sure that

the target market knows it.

Study shows that although customers are dissatisfied with one out of every four

purchases, less than 5% of dissatisfied customers will complain. Most customers will by

less or switch suppliers. Complaints levels are thus not a good measure of customers

satisfaction. Responsiveness companies measure customer satisfaction directly by

conducting periodic surveys. They sent questionnaire or make telephone calls to random

sample of recent customers. They also solicit buyers view on their competitors

performance.

While collecting customers satisfaction data kit is also useful it ask additional questions

to measure repurchase intention, this will normally by high if the customers satisfaction is

high, it is also useful to measure the likelihood or willingness to recommend the company

and the brand to others. High positive word-of-mouth score indicates that the company is

Producing high customers satisfaction. When customers rate their satisfaction with

the element of companys performance like delivery. The company needs to recognize

that customer vary in how they define good delivery. It could mean early delivery on time

delivery, order completeness and so on. Yet if the company had to spell out every

element in detail customers would face huge questionnaire the company must also realize

that customers can report being satisfied for different reasons. One may be easily satisfied

most of the time and other might be hard to please, but was pleased on this occasion.

Company should also note that managers and sales people could manipulate

customers satisfactions rating. They can especially nice to customers just before the

survey. They can also try to exclude Un-happy customers from the survey. Another

danger is that if the customer knew that the company would go out it way to lease

customers.

Some express high dissatisfaction (even if satisfied). In order to receive more

concessions. Some companies navigate all these pit falls to reach their customers value

and satisfaction goals. We call these companies high-performance business.


7/53

Customers satisfaction depends on the products perceive performance in delivery

value relative to buyers expectations. If the product performance falls short of customer

expectations, the buyer is satisfied. Outstanding marketing companies go out of their way

to keep their customer satisfied.

Satisfied customer may report purchase and they tell us about their good

experience with the product. The key being to match customers expectations with

company performance. Smart companies aim to delight customers by promising only

what they can deliver then delivering more than they promise.

Customers satisfaction is closely linked to quality in recent years. Many companies

have adopted Total Quality Management (TQM) programs, designs to constantly

improve quality of their products, service & marketing processes. Quality has an impact

on product performance and hence on customer satisfaction.

Customer satisfaction definition:

Customer satisfaction, commonly abbreviated CS, is a business term which is used

to capture the idea of measuring how satisfied an enterprise's customers are with the

organization's efforts in a marketplace. It is seen as a key business performance indicator

and is part of the four perspectives of a Balanced Scorecard.

Every organization has customers of some kind. The organization provides products

(goods and/or services) of some kind to its customers through the mechanism of a

marketplace. The products the organization provides are subject to competition whether

by similar products or by substitution products.

Reasons to Monitor Customer Satisfaction:

The reason an organization is interested in the satisfaction of its customers is

because customers purchase the organization's products. The organization is interested in

retaining its existing customers and increasing the number of its customers.


8/53

Measuring Customer Satisfaction:

Customer satisfaction is an ambiguous and abstract concept and the actual

manifestation of the state of satisfaction will vary from person to person and

product/service to product/service. The state of satisfaction depends on a number of bothpsychological and physical variables which correlate with satisfaction behaviors such as

return and recommend rate. The level of satisfaction can also vary depending on other

options the customer may have and other products against which the customer can

compare the organization's products. Because satisfaction is basically a psychological

state, care should be taken in the effort of quantitative measurement, although a large

quantity of research in this area has recently been developed. Work done by Berry,

Brodeur between 1990 and 1998 defined ten 'Quality Values' which influence satisfaction

behavior, further expanded by Berry in 2002 and known as the ten domains of

satisfaction.

These ten domains of satisfaction include: Quality, Value, Timeliness, Efficiency,

Ease of Access, Environment, Inter-departmental Teamwork, Front line Service

Behaviors, Commitment to the Customer and Innovation. These factors are emphasized

for continuous improvement and organizational change measurement and are most often

utilized to develop the architecture for satisfaction measurement as an integrated model.

Work done by Parasuraman, Zeithaml and Berry between 1985 and 1988 provides

the basis for the measurement of customer satisfaction with a service by using the gap

between the customer's expectation of performance and their perceived experience of

performance. This provides the measurer with a satisfaction gap which is objective

and quantitative in nature. work done by Cronin and Taylor propose the

"confirmation/disconfirmation" theory of combining the "gap" described by Parasuraman,

Zeithaml and Berry as two different measures (perception and expectation of

performance) into a single measurement of performance according to expectation.According to Gar brand, customer satisfaction equals perception.

The usual measures of customer satisfaction involve a survey instrument with a set of

statements using a Likert Technique or scale. The customer is asked to evaluate each

statement and in term of their perception and expectation of the performance of the

organisation being measured.


9/53

Today, customer satisfaction is the mission of most companies. Companies like Dell

have made make-to-order products and direct sales their differential advantage in

increasing customer satisfaction. Operational strategies can now be structured for

attaining high levels of customer satisfaction at relatively low costs. Innovations in online

information access, creative product design, flexibility, outsourcing, postponement,

dynamic pricing, and reactive-capacity have been the major enablers of managing

manufacturing-supply networks.

However, the choice of positioning a firm along the dimensions of customer

satisfaction and total delivered cost, and its implications for operational strategies, are

not yet clear.


10/53

COMPANY OVERVIEW:

Blue Star is India's largest central air-conditioning company with an annual turnover of

Rs 2270 crores, a network of 24 offices, 5 modern manufacturing facilities, 650 dealers

and around 2500 employees. Blue Star has business alliances with world renowned

technology leaders such as Rheem Mfg Co, USA; Hitachi, Japan; Eaton - Williams, UK;

Thales e-Security Ltd., UK; Jeol, Japan; ISA, Italy and many others, to offer superior

products and solutions to customers. The Company has manufacturing facilities at Thane,

Dadra, Bharuch, Himachal and Wada which use state-of-the-art manufacturing

equipment to ensure that the products have consistent quality and reliability.

Blue Star fulfills the air-conditioning needs of a large number of corporate and

commercial customers and has also established leadership in the field of commercial

refrigeration equipment ranging from water coolers to cold storages. Blue Star's other

businesses include marketing and maintenance of hi-tech professional electronic and

industrial products. Blue Star primarily focuses on the corporate and commercial

markets. These include institutional, industrial and government organizations as well as

commercial establishments such as showrooms, restaurants, banks, hospitals, theatres,

shopping malls and boutiques.
http://www.bluestarindia.com/index.asp


11/53

VISION, MISSION, OBJECTIVES:

To deliver a world class customer experience.

Focus on profitable company growth.

Be a company that is a pleasure to do business with.

Work in a boundary less manner between divisions to provide best solutions to

customers.

Win our peoples hearts and minds.

Place the companys interest above ones own.

Encourage innovation, creativity and experimentation in what we do.

Build an extended organisation of committed business partners.

Be a good corporate citizen.

Honour all personal and corporate commitments.

Maintain personal integrity.

Ensure high standards of corporate governance.


12/53

HISTORY AND GROWTH OF COMPANY:

Blue Star was founded in 1943, by Mohan T Advani, an entrepreneur of exemplary vision

and drive. The Company began as a modest 3-member team engaged in reconditioning of

air conditioners and refrigerators. An expanding Blue Star then ventured into the

manufacture of ice candy machines and bottle coolers and also began the design and

execution of central air-conditioning projects. Then came the manufacture of water

coolers. In 1949, the proprietorship company set its sights on bigger expansion, took on

shareholders and became Blue Star Engineering Company Private Limited. Ever since,

there has been a constant and profitable growth. Blue Star diversified and took up

agencies for Material Testing Machines and Business Machines. The export arena

beckoned and the Company began exporting water coolers to Dubai, where in fact, 'Blue

Star' soon became the generic name for water coolers. The sixties and the early seventies

witnessed Blue Star continuing to expand and thrive. A team of dedicated professionals

aided Mohan T Advani in ever furthering his vision of a profitable company dedicated to

its ideals of professionalism and success. Employee strength crossed the 1000 mark and

the company went public in 1969 to become Blue Star Limited, as it continues to be

called today.

Blue Star crossed the Rs. 500 crore milestones in 2000 and the Rs. 600 crore

milestones in 2002-03. With the boom in construction activity and increased

infrastructure investments, the Company leveraged its leadership position to grow

aggressively. In the following three years, the Company nearly doubled its turnover,

clocking Rs 1178 crores in 2005-06.

Even more than size, Blue Star enjoys an enviable reputation as an ethical corporation,

ever mindful of its obligations towards customers, shareholders, dealers, business

partners, employees and the environment in which it operates.


13/53

MILESTONES:


14/53

Year Event

1943 Mohan T Advani establishes Blue Star Engineering Company as a

proprietary firm

1946 Blue Star secures Melchior Armstrong Dessau agency

1947 Worthington selects Blue Star as Indian Partner. Manufacturing of

ice candy machines and bottle coolers begins. Central air-

conditioning system design and execution begins

1948 Manufacture of water coolers commences

1949 Proprietorship converted to Private Limited Companies

1954 Blue Star selected as distributor for Honeywell

1955 GDR Testing machines distributorship begins

1957 Perkin-Elmer tie-up marks the start of the electronics business. GDR

business machines agency commences

1960 Total Income crosses the Rs 1 crore mark

1964 Total employment crosses 1,000

1965 Techniglas Pvt Ltd set up to manufacture insulation material

1969 Factory moves from Colaba in Mumbai to Thane

1970 Hewlett- Packard distributorship commences

1972First skyscrapers of Mumbai Air India Building, Express Towers

and Oberoi Hotel set-up all air-conditioned by Blue Star

1972 Total Income crosses Rs 10 crores. Employment crosses 2,000

1974Water Cooler manufacturing license granted to Yusuf Alghanim,

Kuwait

1977Middle East thrust begins. Joint Venture (JV) with Al Shirawi in

Dubai

1977 Hitachi Medical Equipment distributorship begins

1978 Industrial Division commences activity

1980 Bharuch Factory set up

1980-86 Major AC and R projects executed in the Middle East

1983 International Software Division inaugurated in Seepz1984 York technology collaboration begins

1985Manufacture of centrifugal packaged chillers commences at Thane

Plant

1986 Total Income crosses Rs 100 crores

1987 Yokogawa Blue Star JV formed

1987 Gandhinagar factory set up for EPABX systems

1988 Blue Star becomes Indias largest central air-conditioning company

1988 Manufacturing collaboration with Mitsubishi


15/53

MANUFACTURING PROCESS:

Blue Star understands that skilled manpower and other staff members are an

indispensable part of the manufacturing set-up and the management should work

shoulder to shoulder with them. Management grade staff too is put through training

programs on various aspects of manufacturing and business. Also, performance awards

are announced every year. Apart from enhancing the skills of the staff, such initiatives

create a positive, firm and lasting emotional bond between staff and company. This in

turn contributes to greater productivity.

MANUFACTURING SYSTEMS:

The factories make extensive use of IT to enhance productivity and product

development capabilities. All our factories are ISO 9001: 2000 certified BAAN ERP

implemented in 3 factories and Himachal under implementation.

RAW MATERIAL AND MATERIAL MANAGEMENT:

Sheet metal fabrication:

A high degree of repetitive accuracy in sheet metal fabrication is achieved by

using specialized equipment, CNC metal forming machines. The raw material used is

prime quality, corrosion-resistant, galvanized steel for enhanced life of the product. The


16/53

equipment used for processing the steel includes CNC machines such as an Amada turret

punch press, a LVD / Amada hydraulic press-break. All these allow for high quality

cabinet fabrication within tight tolerances.

Power coating plant:

The state-of-the-art powder coating plant covers a wide range of very specialized

process equipment, and is fully automated. A water-softening unit treats the raw water

before it is utilized in the automatic hot spray pre-treatment system. It provides an even

distribution of chemicals, controlled by an auto dosing mechanism that maintains the

chemical bath composition with the help of electronic sensors. After a final mineral water

rinse, the components pass through a dry-off oven under dust-free conditions to removeall traces of moisture. The components are then transferred into the powder painting

booth for coating, where temperature, humidity and dust levels are controlled. The

powder painting equipment, supplied by Nordson, USA, is equipped with automatic

electromechanical oscillators, for even powder deposition.

Desiccant dry air-with a dew point of minus 400 C - helps avoid any moisture

contamination of the powder. A 'smart spray' mechanism senses the conveyor movement

and component geometry to adjust powder flow. Polyester powder - ideally suited for

out door applications - provides the maximum protection against UV deterioration and

corrosion. The components finally pass through a temperature-regulated curing oven to

achieve desired gloss and surface hardness.

Heat exchangers:

Experienced engineers create heat exchanger designs using high precision design

software, which are then validated in our test labs. Blue Star also makes sure that the

designs are energy efficient for optimum heat transfer.


17/53

Fin and Tube: The sophisticated coil shops have some of the most advanced machines

from USA, Japan and Korea. The Burr Oak coil line produces energy efficient DX heat

exchangers. These have plain or enhanced split fins with grooved copper tubes for

maximum heat transfer efficiency. Then the source plain and inner grooved copper tubes

with coated aluminum fin stock of international quality from leading manufacturers to fit

our specifications.

Shell and Tube: Blue Star has shell and tube exchangers using specially enhanced

surface copper tubes and shell design as per Blue Star or TEMA standards. Blue Star uses

Heat Transfer Research Inc. (HTRI design software for these heat exchangers).

Plate Type: Blue Star products also incorporate stainless steel plate heat exchangers for

specialized process applications.

System tubing:

3-axis CNC copper tube-bending machines from Japan fabricate wrinkle-free

system tubing to exact dimensions for a perfect stress-free fit. Special purpose machines

carry out operations like end closing, flaring and forming for good joint formation. Prime

quality copper tubes sourced globally help in optimum product performance.

Brazing:

The brazing process is carried out in an inert atmosphere to avoid oxidation and

the resultant impurities from contaminating the refrigerant system. Specially selected

brazing equipment and fixtures are used to produce high quality brazing. The joints are

pressure-tested to check weld strength and leakage. The coils are then tested for fine


18/53

leaks with ultra-sensitive electronic leak detectors. An automated coil brazing line from

Korea ensures consistent quality brazing and leak proof joints.

PUF installation:

Blue Star fabricates CFC-free PUF insulated panels by using the latest equipment

from Cannon. This enables to achieve a uniform and constant density of insulation for air

handling units, telecom shelters and cold storage panels. Blue Star supply panels of up to

6 meters in length and 25 mm to 125 mm in PUF thickness. PUF insulation expertise

finds use in a wide range of applications such as Air Handling Units, water coolers, deep

freezers, reach-in coolers and mortuary chambers.

Assembly and testing:

The final product is assembled sequentially on conveyors, with in-built quality

checks during assembly operations. Pneumatic tools permit torque-controlled rigidity,

and specially coated corrosion-resistant hardware provides firm locking. Each machine is

then electronically tested for leaks and run-tested for performance and electrical safety

parameters before packaging.

PRODUCTS:

Central air-condition:


19/53

The building blocks of Blue Stars solutions are its products. The most

comprehensive range of air-conditioning products in the country. A wide range of models

are available in each product category to ensure that the air-conditioning system design is

implemented without any compromise. All products have been designed on the energy-

efficiency platform, and offer a host of advanced features.

Room air conditioners:

By being an expert in the area of central air-conditioning, it also helps us

understand the cooling requirements of a diverse range of applications. This expertise,

knowledge and the skills have helped us to have some of the most technologicallyadvanced and energy efficient air-conditioning solutions for small spaces.

Commercial Refrigeration:

Having been the leaders in commercial refrigeration, we have a wide range of

products catering to various small and large scale industries

Cold storages:

Blue Stars Cold Storage Division offers us a wide range of cooling and

preservation solutions. Solutions tailored made to suit any industry that requires storage

of perishable produce over extended periods of time without suffering any loss of quality


20/53

be it in look, feel, touch, taste or chemical composition. Industries that find Blue Stars

cold storage solutions enormously useful include the agriculture sector including

horticulture and floriculture units, manufacturers of fresh produce of any kind, food

processing units, pharmaceutical industries, seafood and other similar industries, as well

as the dairy and hospitality sectors, including hotels, restaurants, and eateries.

Specialty Cooling Products:

Blue Star has developed specialized products for process applications, IT/ITES, telecom

and the dairy industry. It has diverse experience and have a deep understanding of the

demands on air-conditioning and refrigeration in each industry. This knowledge and

domain expertise has helped in designing and manufacturing a range of specialized

products which ensure that critical applications work seamlessly.

Research & Development:

Blue Star offers complete engineered products and solutions with differentiated features.

With the extent of climatic conditions varying across the nation, our products are

designed to suit the specific local conditions. Considering the shortfall of Electricity

supply, all the products are designed for energy efficiency. Blue Star products are most

preferred in the domestic market because of energy efficiency features. In the offer, they

are widest range of products for varying applications. This is possible due to extensive

research and development that goes behind the products.

All our factories are equipped with robust R&D facilities and a lot of importance

is given towards continuous up gradation. Currently R&D team constitutes nearly 20% of

the manufacturing division work force. This is a testimony to the significance that R&D

has in the product development process at Blue Star. R&D team is encouraged to update

with the latest techniques and processes in the field and thus are sent to various


21/53

exhibitions / site visits across the globe. Consultants from various industries are also

hired for specific industrial design projects.

Blue Star also believes in associating itself with leading global organizations that have

done path breaking work in the field of innovations. The company also has tie-ups with

reputed companies for knowledge sharing and technical institutions like IIT, Mumbai,

where individual projects are executed. R&D at Blue Star also handles customer specific

requirements, which require tremendous amount of expertise in that particular domain.

Software that R&D team has deployed and which is used on a regular basis - Pro-

Engineer, Solid Edge, AutoCAD, Pro Mechanics, R&R, HTRI, Mechanical Desktop,

Rhino, Alias, CATIA, IDEAS, Solid Works, Patran, Hypermesh, Femap, Ansys, Nastran,

Fluent, Flow Mechanica and Moldflow. Software packages including those for systemdesign, air handling unit selection and heat exchanger optimization.

TECHNOLOGY ASSOCIATES:

Blue Star has associated itself with global knowledge partners who have been

leaders in specific product manufacturing. Through this partnership, Blue Star has been

able to command a leadership position in the domestic market. Blue Star initially tied-up

with York in the mid 1980s. It has been able to leverage this expertise and learning to

manufacture its own Chillers. We now manufacture our own range of Screw, Scroll and

Process Chillers. For Cold Rooms, Blue Star had tied-up with Kolpak, USA and Heat

Craft for Freezing Units. Rheem, USA not only provided technical support for building

the world class Dadra manufacturing unit, but also shared technical expertise. The foray

in precision equipment business was achieved with support from Eaton Williams. Blue

Star now manufactures Precision Control Packaged Units for domestic and global

markets.

BUSINESS ASSOCIATES:

In keeping with its win-win approach, Blue Star treats its vendors as not just

suppliers, but as business partners and tries to build long term associations that are


22/53

profitable both to the suppliers and to Blue Star. In line with this thought, Blue Star has

entered into long term arrangements with its key suppliers, many of whom are world

leaders. For instance, Blue Star sources its Switchgears from Siemens, Compressors from

Danfoss of Netherlands and Refrigerant from DuPont. General Electric Corp of USA

provides Motors, while Hanbell of Taiwan supplies Screw Compressors. Copeland of

USA assists in System Design.

Over the years, Blue Star has built a strong network of suppliers around it. Not

only that, the company also helps in the development of its smaller suppliers by

providing various business related and technical inputs to them. For instance, since the

vendors are also manufacturers, they will benefit from some of the good manufacturing

practices that Blue Star adopts. Blue Star has educated a number of small vendors on theimportance of ISO certification and encouraged them to get certified within a certain time

period. This approach has greatly boosted the morale of vendors and firmly bonded them

with Blue Star. Also, it ensures that the suppliers walk side-by-side with Blue Star on the

path to growth.

MARKETING ACTIVITIES AND MANAGEMENT IN BLUE STAR

EXPORTS:


23/53

Blue Star has been exporting its products to the Middle East for over two decades.

Blue Star products have stood the test of time in some of the most difficult climatic

conditions in the world such as UAE, Qatar, Bahrain, Oman and Kuwait. On offer it has a

comprehensive range of products such as chillers with screw and hermetic scroll

compressors, a wide range of air handling and fan coil units, duct able packaged and duct

able split air conditioners including the heat pump versions. Blue Star also offers unitary

products such as window and split air conditioners, deep freezers, cold rooms, water

coolers and specialized air conditioners for precision control applications, Variable

Refrigerant Flow (VRF) Systems with digital scroll technology and process chillers with

frequency modulation. These world-class products are manufactured at our state-of-the-

art manufacturing facilities in India. All the manufacturing facilities are ISO 9001: 2000

certified, and are powered through integrated Enterprise Resource Planning (ERP)

software. Moreover, most of the products go through stringent tests on reliability and

performance in our test labs.

SUPPLY CHAIN MANAGEMENT:

Rapid growth coupled with volatility of input costs necessitated an agile and

adaptable supply chain. The Blue Star focused on both the efficiency and responsiveness

of all aspects of the supply chain by improving all round execution capability. A

combination of short term and long term view along with the support of business

associates helped the

Company tide over the uncertainty and turbulence of increasing input costs. The supply

chain adequately met the increased demands of the market place supporting greater

channel and project business success.

CHANNEL DEVELOPMENT:


24/53

Blue Star has around 180 systems dealers who exclusively deal in the Company's

systems businesses consisting of packaged air conditioning and cold rooms. These

dealers are provided technical expertise, installation and service competence of a high

order. On the other hand, room air conditioners and refrigeration products, which are

simple to install, are sold through a larger network of approximately 600 dealers. Most of

them deal exclusively with Blue Star products in the HVAC domain. A few are multi-

brand, multi-product dealers. The Company has established a Channel Management

Centre to oversee the policy framework, certification and development of dealers and

also put in place a Training Department for training channel partners. During the year, the

Company implemented a number of initiatives in order to strengthen the competence of

the dealer channels and make them more robust. A Management Development Program

(MDP) for systems dealers was held to impart the essentials of managing a business

professionally. Systems dealers were also put through a Sales Management training

programme in order to enhance their sales competence.

HUMAN RESOURCE MANAGEMENT IN BLUE STAR:


25/53

Blue Star takes pride in the fact that the invaluable technical and business

knowledge it has acquired in 65 years as an organization in the field of air conditioning

and refrigeration is perhaps the richest in the country. During the review period, with the

substantial increase in business volume, the Company increased its total head count to

2565 (including the absorbing of 124 employees from Nasser Electricals) as on March

31, 2008, an increase of 18% over the previous year, while Net Sales grew by 39%.

Organizational productivity continued to grow in terms of sales per person and value

added per person. The focus on people development continued at the same pace with

special attention to developing the technical skills of dealers and business associates.

Training in soft skills for Blue Star employees was enhanced with the introduction of

some new training programmes. In order to sustain the positive culture of the Company, a

new corporate programme was introduced called 'The Blue Star Way'. This programme is

intended to create an awareness of, and strengthen the Blue Star Way of working.

A 360-degree feedback system continued to be used to measure behavior of

Senior Managers pertaining to the Corporate Values and Beliefs. Environment, Health &

Safety (EHS) has gained relevance as a new management discipline in recent times. In

order to improve its performance in the EHS domain, the Company decided to provide a

corporate focus by creating a new department called 'Environment, Health & Safety'. The

EHS Department will be responsible for creating standards and conducting workshops to

sensitize all employees and business partners on the EHS norms to be followed in the

course of business. The Welfare initiatives include providing life insurance cover to all

employees through HDFC Standard Life Insurance, annual medical check-ups for

employees above the age of 40 years, and the Company subsidizing the medical

insurance premium for dependent parents.

The Mohan T Advani Education Trust disbursed scholarships to employees'

children pursuing higher professional education while Blue Star Sahayata Foundation

extended financial assistance to a number of deserving cases for mitigating emergency


26/53

medical expenses. Harmonious and constructive relations between the Management and

workmen helped to maintain a cordial work atmosphere and achieve business growth.

CORPORATE SOCIAL RESPONSIBILITY:

Eco friendly initiative:

Blue Star has made significant progress towards minimizing and even eliminating the

environmental hazards resulting from CFCs in certain refrigerants used for cooling. As a

matter of fact, Blue Star is one of the few companies selected in India for funding by

"The Multilateral Fund for the implementation of the MONTREAL PROTOCOL". BlueStar has already introduced 'ozone friendly' centrifugal chillers using HCFC-123, the safe

refrigerant replacing CFC-11. Blue Star also markets absorption chillers which use water

as refrigerant. All Blue Star reciprocating chillers already use HCFC-22 refrigerant which

is friendlier to the environment than the older R-12. The Company actively promotes

wider use of large refrigeration systems using ammonia as the refrigerant. In fact, Blue

Star is a member of the International Institute of Ammonia Refrigeration, USA.

Social initiative:

Blue Star firmly believes that organizations must look beyond making profits and should

contribute to the development and welfare of the society. This attitude is most evident in

the outreach initiatives organized by Blue Star's factories. Blue Star factories take active

participation in providing temporary shelters and essentials for the victims of an

earthquake, sponsoring health check-ups and health education programs in local schools.

The families of operators are an integral part of social development. Blue Star gives them

appropriate advice on personal matters, financial and investment matters. The family

members are also imparted training on diverse subjects. They are taught English as well.


27/53

Environmental initiative:

Blue Star's factories have been exquisitely landscaped with lawns and flowering plants

dotting the campus. Trees have also been planted on a proactive basis even outside the

Blue Star factories. As a responsible organization, special ETP plants are installed to

dispose off the wastes generated. Additionally, all our factories are designed for rain

water harvesting.

RISKS AND CONCERNS

RISKS:

The Company has in place an effective Risk Management framework under which all

internal and external risks across the various businesses and functions are periodically

identified, assessed and acted upon by the risk owners to minimize and mitigate their

impact. These processes are also periodically reviewed to ensure their effectiveness.

The Company continues to satisfactorily address the various financial risks relating to

interest rates, exchange rates and credit risks as well as operating risks arising out of high

input costs, changes in technology, customer preferences, increasing size and complexity

of contracts and competitive pressures.

CONCERNS:

While the strong fundamentals of the Company and it's sound financial base have placed

it in a strong position to face the vagaries of the market, the overall uncertain economic

scenario coupled with local and global inflation and the high price of oil are causes for

concern and consequently a slow down in the economy could impact the growth of the

Company to some extent in the coming year. The Company will continue to remain

vigilant and will proactively take steps to mitigate the adverse impact, if any, arising out

of these concerns.

EMPLOYEE DEVELOPMENT:


28/53

The benefit of a mature business organization with 65 years of operational excellence is

that there are several good systems in place. From a prospective employee point of view,

Blue Star offers the following advantages:

There are well designed induction and technical orientation programmes. There is

a Corporate Technical Training Organization which delivers a variety of technical

training programmes for the AC&R business. Engineers who join the Electronics

Division get a chance to go abroad for training with the Principals. The Corporate

HR runs a menu of non-technical soft skills training programmes such as Business

Communication Skills and Business Etiquette.

The Blue Star Company has many well designed, time tested HR practices such as

setting the performance objectives at the beginning of the year, reviewing

employee performance every year through an annual appraisal system and an

annual compensation review based on market surveys. In addition to a market

aligned salary structure, Blue Star also has a fairly attractive incentive scheme

wherein, the employee gets an incentive based on his departments performance

coupled with his own performance rating.

Typically, graduate engineers can look forward to entering real managerial grades

within 4 to 5 years. Once an employee enters the managerial grade, he is exposed

to a variety of management education programmes including some programmes at

IIM. Ahmedabad.

Last, but not the least, Blue Star rightly boasts of the Blue Star Way, which is

founded on a set of values and beliefs which have evolved over time. These

beliefs have made Blue Star a highly respected, secular organization. The

Company has an excellent track record of employees working for many decadeswith the Company. In todays high attrition market, the Company continues to

enjoy the privilege of retaining many of its employees for many decades, thanks

to its positive work culture.

The company lays stress on continuously upgrading the skills of operators, so that

they keep increasing their productivity in the face of changing manufacturing


29/53

practices. Operators are put through training programs, on passing which they are

given certificates. In the long term, these certificates also become a yardstick for

measuring employee performance. Learning through cross functional activities is

encouraged. In addition to that, staff members and operators are encouraged to

exercise yoga, play sports and participate in community development initiatives.

This helps in the overall development of the individual and improves

performance. Kaizen and 5S are an integral part of all factory operations.

CAREER AT BLUE STAR:

Since engineering and technical expertise are at the heart of the Blue Star value

proposition, engineers constitute the bulk of Blue Stars recruitment. Consequently,

engineers (graduate as well as diploma) can find technically satisfying and well paying

jobs in the following areas of Blue Star

Air conditioning Projects Division:

Mechanical engineers are deployed in 3 different disciplines i.e. Sales, Design &Engineering and Construction. Blue Star also entered the commercial building electrical

business since 2008. Consequently, electrical engineers (graduate and diploma) can also

find careers in the Electrical Projects

Manufacturing:

Blue Star manufactures a wide range of air conditioning and refrigeration

equipment at its five factories. Here, careers can be made in R & D, Production,Production Planning, Manufacturing Engineering, Quality and Reliability and

Procurement. Graduates as well as post graduates in mechanical, electrical and

electronics engineering can find rewarding careers in Blue Stars manufacturing group.


30/53

Air-conditioning & Refrigeration Service Division:

Here again, engineers constitute the bulk of recruitment. Careers can be made

broadly in 3 disciplines viz. Service Marketing, Service Delivery and Service Specialists

Group.

Channel Businesses:

Packaged air conditioners, room air conditioners, refrigeration products and cold

storages are mostly executed through licensed channel partners. Consequently, engineers

as well as MBAs with an aptitude for marketing can develop satisfying careers in any of

the channel businesses.

Management Services:

Like in all large corporate, the Company has well structured management service

departments such as Procurement & Logistics, Finance and Accounts and Human

Resources. Blue Star looks for talented professionals with appropriate qualifications for

these departments.

Work with BLUE STAR:


31/53

An industry thats over Rs. 12,000 crores can be the opportunity to meet your

ambitious career goals. The cooling industry is thriving in a rapidly developing industrial

landscape wherein almost every major corporate and commercial segment needs to cool

down with efficient cooling systems. No wonder the company is slated to grow at a rate

of more than 30% in the next few years. And this is the point where the cooling company

really becomes hot.

To propel career in this arena, one definitely need an organization that has what it takes

to command a leadership position in the industry. Blue Star is the Indias largest central

air-conditioning and commercial refrigeration company with over six decades of

experience in providing expert cooling solutions. It has been associated with the most

prestigious installations and projects in the country and enjoys a preferred partner statusin most of the high growth segments. The Company has tripled its turnover over the last

three years and continues to be on a strong growth trajectory.

RESEARCH OBJECTIVES:


32/53

What is research? In simple words, research is the study of materials and sources in

order to establish facts and to reach at new conclusions.

According to American Marketing Association Research is the systematic and objective

identification, collection, analysis, dissemination, and use of information for the purpose

of assisting management in decision making related to the identification and solution of

problems (and opportunities) in marketing.

Any research or study starts with Question or problem and research is undertaken to get

the solution.

Following are the objectives to undertake the research.

The very first step in marketing research process is to define carefully the objectives of

the study. It is important for the researcher to agree art the outset on the purpose and

objectives of the study to ensure that the research design is appropriate. A carefully

thought out statement of objectives helps to define the types and the level of information.

Types of Research:


33/53

There are mainly two types of market research the first one is problem Identification and

second one is problem solving market research.

1.) Problem Identification Research :

Research that is undertaken to help to identify problems which are not necessary

apparent on the surface and yet exist or are likely to arise in the future. For example,

what will be the consumers behavior while making decision for purchasing

Bluestar-Bluestar car and to know the consumer response whether it will be

negative or positive.

2.) Problem solving Research :

Research is undertaken to solve specific marketing problems. For example, After

putting Bluestar in market and there will be negative response and low demand for

it then to find out the reasons for its negative demand in the market and to find out

those reasons through research.

For example, Bluestar also undertake research to get the answer of following

questions

Before they take decision to launch a new small car or not.

1. Who are my customer and potential customer?

2. What kind of people they are?

3. Where do they live?

4. Can and will they buy?

Research helps us to get the answer of above mentioned questions.


34/53

Thus, research helps producer to collect the information which reduces business

risk. It helps producer to identify sales opportunities and to develop action plans.

Following are the objectives of this Study:

Research is undertaken for following reasons.

1. To know awareness of potential customers about BLUESTAR

2. To Know the Perception of people toward pre-launched Bluestar Bluestar .

RESEARCH METHODOLOGY

Types of Research Design Exploratory research Design

Source of Data A. Primary data : Survey method

B.Secondary data : Internet, Magazine, News papers

(Economics Times, Business Standard & Gujarat

Samachar,ICFAI General)

Research Equipment Questionnaire

Sampling Technique Non Probability Technique - Convenience sampling method

Sample Size 150 Samples

Area of Research warangal

Research design:


35/53

Classification of Research Design: there are main two types of Research Design.

We had considered exploratory research design for my project in order to know

awareness of the potential customers and I want to know the willingness of potential

customers to buy Bluestar-Bluestar car. For this study, I have considered exploratory

research and descriptive research to know the awareness and purchase intention of

potential customers as well as to know the characteristics of groups such as respondents

age, their gender, education, income, occupation etc.

SOURCES OF DATA:

To study the problem and to reach at conclusion , data are essential which are collected

from following sources.

Research Design

ExploratoryResearch Conclusive Research

Descriptive Research Casual Research


36/53

1. Primary Data :It means Data originated by the researcher for the Specific Purpose

of addressing the research problem. Primary Data are collect to conduct the study

and helped to reach at the conclusions from the findings.

In this study , the primary data were obtain by survey method with the help of

structured questionnaire. Data were collected with the help of the response of

respondents, they provide information through questionnaire.

2. Secondary Data : It means that Data collected for some purpose other than

problem at hand. In this study, the secondary data obtained from the websites,

newspapers and Magazines.

Sources of Data

Primary Data Secondary Data


37/53

Survey Methods:

The Survey method involves a structured Questionnaire, given to respondents which is

designed to obtain response or reaction for specific information.

There are four survey methods.

To collect the primary data, I have used personal interviewing method. Respondents were

interviewed at their home, so, I relied upon in-home survey method. Respondents were

interviewed face to face at their homes. The task of Interviewer is to contact respondents,

ask the questions and record their response.

Research Instrument:

To obtain Primary data for this research I used survey method by designing

Questionnaire. Questionnaire is a structured technique for data collection that consists of

a series of questions, written or verbal that a respondent answers. Questionnaire is a set

of a questions through which we can obtain necessary information from respondents.

Methods of Survey

Personal

Interviewing

Telephonic

Interviewing

Mail

InterviewingElectronicInterviewing

In-Home Interview Mall Intercept Computer Assisted


38/53

We can collect the information such as the behavior, attitude of respondents etc . . . . We

can also understand facts, their awareness, belief and their future action plans.

DATA ANALYSIS & INTERPRETATION:

Q1-You are dealing with the BLUE STAR brands from?

No of years No of respondents % of respondents

5 years 25 50%


39/53

5-10 years 15 30%

More than 10 years 10 20%

Total 50 100%

Interpretation: - Above graph shows that half of the dealers selling from 5years.

30% selling from 5-10years and rest of them more than 10 years that means they are

satisfied with company. So they are doing regularly.

Q2-Which products of BLUE STAR are most preferable by customers:

Product No of respondents % of respondents

TV 16 32%

Washing machine 8 16%Refrigerator 10 20%

AC 4 8%

Computer 8 16%

Mobile 4 8%

Total 50 100%

% of dealers dealing with BLUE STARbrand

50%

30%

20%5 years

5-10 years

More than 10 years


40/53

Interpretation:-This chart is showing that % of sales of TV is 32% which is more

than that of others. It means the selling of TV is more than that of other BLUE STAR

products

Q3. In which season the selling of products is more:

Months No of respondents % of respondents

Jan-March 8 16%

Apr-June 22 44%

July-Sep 3 6%

Oct-Dec 17 34%Total 50 100%

% of selling of products

32%

16%20%

8%

16%8%

TV

W.M.

Refr

A.C.

Computers

Mobile


41/53

Interpretation:-This chart is showing that in the month of April to June the sale of

BLUE STAR products is very high than that of other which is 44%. It means it may

after that in the month of October to December the sales of BLUE STAR product is

also more.

Q4.Which factors influence the consumers to purchase the BLUE STAR products:

Factors No of respondent % of respondents

Quality 9 18%

Price 7 14%

Sales promotion activities 4 8%

Brand image 27 54%Services 3 6%

Total 50 100


42/53

Interpretation:- Brand image is influenced most of the people to purchase the consumer

durable.

Q5.Opinion of the credit facilities are provided by the company:

Level of satisfaction No of respondents % of respondents

Very satisfied 5 10%

Somewhat satisfied 10 20%

Somewhat dissatisfied 27 54%

Very satisfied 8 16%

Total 50 100%

% of factors influence consumer to

Purchase BLUE STARproduct

18%

14%

8%54%

6%

Quality

Price

Sales promotion

Activities

Brand image

Services


43/53

Interpretation: - the dealers are not getting the credit facility by the BLUE STAR which

makes them more dissatisfied.

Q6. Media plays an important role of making the awareness of the product. What do

you think?

Percentage No of respondents

20%-30% 1

30%-50% 4

50%-70% 9

70%-90% 6

% of level of satisfaction of dealers

10%

20%

54%

16%

Very satisfied

SomewhatSatisfied

SomewhatDissatisfied

Very dissatisfied


44/53

Interpretation:-60%to 70% of the people get aware from media.

Q7. What are the factors in media which makes the consumer more attentive towards thenew, improved and innovative products and technology?

Factors of media No of respondents % of respondents

Television 29 58%

News paper 9 18%

Internet 17 14%

Magazine 2 4%

Hoardings 3 6%

Total 50 100%

% of people

5%20%

45%

30% 20%-30%

30%-50%

50%-70%

70%-90%


45/53

Interpretation: - the factor in media which makes the consumer more attentive towards

the new, improved and innovative products and technology is Television which plays

important role in advertisement in comparison to others.

Q8. Are you satisfied with the promotional activities of the company:

Level of satisfaction No of respondents % of respondents

Very Satisfied 2 10%



Very dissatisfied 0 0%

Total 50 100%

% of respondents

58%18%

14%4% 6% Television

News paper

Internet

Magazines

Hoardings


46/53

Interpretation:-This chart is showing that most of the dealers are somewhat satisfied

with the promotional activities of the company because the % of somewhat satisfied

is more than that of other which is 64 % and 26% dealers are somewhat dissatisfied

also.

Q9. What is your annual sale of BLUE STAR products?

Income level No. of respondents % of respondents

Less than 5 lakhs 10 20%

5 to 10 lakhs 22 44%

10 to 15 lakhs 13 26%

More than 15 lakhs 5 10%Total 50 100%

%of respondents

10%

64%

26% 0%

Very satisfied

Somewhat

Satisfied

Somewhat

Dissatisfied

Very dissatisfied


47/53

Interpretation:-By this chart we have come to know that the area where we have

done survey the % of annual income of dealers is more within the limit of 5 to 10

lakhs and after that the % of 10 to 15 lakhs takes place.

Q10. Are you satisfied with the distribution system of BLUE STAR?

Levels No. of respondents % of respondents

Satisfied 8 16%



Very dissatisfied 0 0%Total 50 100%

%of respondent's annual income

20%

44%

26%

10%>5 lakhs

5-10 lakhs

10-15 lakhs


48/53

Interpretation:-By this chart we have come to know that 60%of dealers are some

what satisfied with the distribution system of BLUE STAR Company but 24% people

are somewhat dissatisfied also and only 16% dealers are satisfied with the distribution

system of company.

FINDINGS:

1) Quality is most important factor while purchasing a Bluestar AC.

2) VOLTAS is leading brand in AC.

3) While purchasing Bluestar AC consumer mostly prefer quality, price,brand and installation.

4) LG and Voltas is the main competitor of BLUESTAR in air

condition market.

% of respondents

16%

60%

24% 0%

Very satisfied

SomewhatSatisfied

SomewhatDissatisfied

Very dissatisfied


49/53

5) Sales promotion scheme were sufficient.

6) After sale service is the biggest problem with Bluestar AC in

Jalandhar area.

SUGGESTION AND RECOMMENDATION:

1. Quality should be more improve so that sale of AC will be increase more

in future and capture the market.

2. If the BLUESTAR Ltd. reduces their product price like LG and Voltas

then BLUESTAR will take over the LG in all categories.

3. Prompt of service in time.


50/53

4. Advertisements of the companys products should focus on quality rather

than price.

5. Company should target upper middle class or premium class customers.

6. Company should introduce low cost products to satisfy the needs of low

or middle class.

7. BLUESTAR ltd. should concentrate on after sales service.

8. BLUESTAR ltd. should try to trap the rural market.

CONCLUSION:

With respect to the above study and the findings thereby, the

company has definitely entrenched into the urban market and it should

concentrate in rural market in order to completely establish itself all over.

QUESTIONNAIRE

Dear sir/madam,

We are the student ofKakatiya Institute of Technology & Sciences, Warangal

conducting a survey on dealer satisfaction of BLUE STAR products as a part of our

curriculum. I assure that information are given by you will be secret.

Q1- You are dealing with the BLUE STARbrands from...

(1) 5 years (2) 5-10 years


51/53

(3) More than 10 years

Q2-How many products of BLUE STAR you sale? Please mention their names also.

(1) (2)(3)... (4)

(5).. (6)

(7) (8)(9) (10)

Q 3-Which products of BLUE STAR is most preferable by customers?

(Please specify Q4-In which season the selling of products is more?

(1)Jan-march (2) April-June

(3)July-sep .(4) Oct-Dec

Q5-Which factors influence the consumers to purchase the BLUE STAR products?(1). Quality (2) Price

(3). Sales promotion activities (4) Brand image

(5). Services

Q6- Opinion on the availability of credit facilities provided by the company?

(1) Very satisfied (2) Somewhat satisfied

(3) Somewhat dissatisfied (4) Very dissatisfied

Q7-Media plays an important role of making the awareness of the product. What do you

think?

(1) 20% to 30% (2) 30% to 50%(3) 50% to 70% (4) 70% to 90%

Q8- What are the factors in media which makes the consumer more attentive towards the

new, improved and innovative products and technology?(1)Television (2) News paper

(3) Internet (4) Magazines

(5) Hoardings (6) specify if anyQ9-Are you satisfied with the promotional activities of the company?

(1) Very satisfied.

(2) Somewhat satisfied.

(3) Somewhat dissatisfied.(4) Very dissatisfied.

Q10- Opinion of dealers on the regular supply of goods?

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

Q11- What is your annual sale of BLUE STAR products?

(1) Less than 5 Lakhs (2) 5Lac to 10 Lakhs(3) 10 Lac to 15 Lakhs (4) More than 15 Lakhs


52/53

Q12-Are you satisfied with the distribution system of BLUE STAR?

(1) Very satisfied. (2) Somewhat satisfied

.(3) Somewhat dissatisfied. (4) Very dissatisfied.

Q13-what is your suggestion to the company for improving the performance of sales?(1) By improving the advertisement (2) By providing the discount

(3) By improving the quality (4) By increasing the margin

Q14- Apart from the above options if any other suggestion you have then please specify

.....

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

.Name-

Age-..

Address-

Contact no.-..

BIBLIOGRAPHY

Marketing management: By Philip Kotlar

Marketing research: text and cases


53/53

Research methodology: By C.R. Kothari

Websites:--

1.http://www.Blue stare.com/about/sustainability/management_system.jsp

2. http://www.Blue star.net/about/history/history01.jsp

3.The code of ethics:-

**http://www.Bluestarinnotek.com/ethics/english/Justice/JusticeAct/BLUE

STARrule/BLUE STARrule_main.htm
http://www.lg.net/about/history/history01.jsphttp://www.bluestarinnotek.com/ethics/english/Justice/JusticeAct/BLUE%20STARrule/BLUE%20STARrule_main.htmhttp://www.bluestarinnotek.com/ethics/english/Justice/JusticeAct/BLUE%20STARrule/BLUE%20STARrule_main.htmhttp://www.lg.net/about/history/history01.jsphttp://www.bluestarinnotek.com/ethics/english/Justice/JusticeAct/BLUE%20STARrule/BLUE%20STARrule_main.htmhttp://www.bluestarinnotek.com/ethics/english/Justice/JusticeAct/BLUE%20STARrule/BLUE%20STARrule_main.htm

Documents

Blue Star Custmer Satisfctn2.2