Comparative Study of the Best Practices in Consumer Durable With Reference to Samsung & Bpl

8/12/2019 Comparative Study of the Best Practices in Consumer Durable With Reference to Samsung & Bpl

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A

Project Report

OnComparative Study Of the best practices in

Consumer Durable with reference to

SAMSUNG and B!

IN FULFILLMENT OF

MASTER OF BUSINESS ADMINISTRATION (2009-

2011)

SUBMITTED TO G.B. T.U, LUCKNOW

UNDER THE SUPERVISION OF

Mr- MAYAK PANDEY ( Lecturer )

By:VISHAL KMAR !P"A

Ro## No$: %&'*%%+&

,


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DADRI,G.B.NAGAR (U.P.)2020!

D"SS#$%A%"ON $#O$%

'


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ON

Comparative Study Of the best practices in


SAMSUNG and B!

Under Guidance of&' Submitted by&'

rof( S(A( Arshad Arun #)bert

Mb*+*,-

SUBM"%%#D %O

.NB Garhwal University

"n partial fulfillment of the re/uirements

0or the award of the de)ree ofMasters of Business Administration

.(N(B( Garhwal University

Srina)ar1 Uttaranchal


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Comparative Study Of the best practices in


SAMSUNG and B!

+


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ACKNOWLEDGEMENT

I t./e t012 opportun1ty to t0.n/ t0e o331c1.#2 .t 4.nt. E#ectr1c.#2 .n5 Pr./.20

R.51o26 t0e 5e.#er2 o3 BPL .n5 SAMSN! re2pect17e#y 3or pro7151n8 9e

t0e 7.#u.#e 1n3or9.t1on6 ;01c0 pro7e5 to e 7ery 1n2tru9ent.# 1n t0e cour2e

o3 t012 project$

I .9 .#2o t0.n/3u# to 9y Project !u15e Pro3$ S$ A$ Ar20.56 3.cu#ty .t IMS6

De0r.5un 3or pro7151n8 9e 012 8u15.nce .n56 3or 1n1t1.t1n8 9e 1n t012

project$


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PREFACE

"012 12 . co9p.r.t17e 2tu5y o3 e2t pr.ct1ce2 o3 SAMSN! .n5 BPL 1n

con2u9er 5ur.#e2$ "0e t;o or8.n1>.t1on2 .5opt 2o9e ;0.t 2.9e 2tr.te81e2

3or t0e1r 2.#e2 ? 512tr1ut1on 3unct1on26 ut 3e; o3 t0e9 .re 5133erent .t t0e1r

re2pect17e #e7e#2$ S.92un8 #t5$ 0.2 9ore 517er2131e5 2.#e2 2tructure

co9pr121n8 o3 7.r1ou2 po21t1on2 .t 7.r1ou2 #e7e#2 .n5 7.r1ou2 >one26 ;0ere.2

BPL #t5$ 0.2 on#y t;o #e7e#2 .2e5 oper.t1on26 one .t o331ce #e7e# .n5 one .t

@? #e7e#$

"0e 9.r/et 20.re o3 ot0 t0e co9p.n1e2 1n t0e 5133erent pro5uct2 12 een

20o;n ;1t0 t0e 0e#p o3 re2pect17e 51.8r.926 ;01c0 c#e.r#y 20o;2 t0.t

S.92un8 0.2 etter 9.r/et 20.re 1n .## pro5uct2 ;1t0 re2pect to BPL$

"0e 2er71ce 2tructure o3 ot0 t0e co9p.n1e2 .#2o 5133er2 SAMSN! 0.2 .

2er71ce 0e.5 .t HO #e7e# .n5 7.r1ou2 2er71ce 9.n.8er2 >one ;12e6 un#1/e

BPL ;01c0 0.2 . 21n8#e #1ne 2tructure$


7/73

CONTENTS

%O"C AG#

,$ @on2u9er 5ur.#e2: . ru121n8 .tt#eCC *

'$ @o#or "V -,'

$ Re3r18er.tor ,-,

+$


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@o9p.r.t17e c0.nne# 01er.rc0y

=*

S.#e2 2tructure

=-=&

a. S.92un8 =

b. BPL =&

S.#e2 report1n8 o3 BPL$ %

@o9p.r.t17e 2.#e2 2tructure ,-'

Or5er proce221n8$

Ser71ce Structure +-=

a. S.92un8

b. BPL +

@o9p.r12on o3 2er71ce 2tructure$ =-*

@on2u9er po1nt o3 71e;$

,'$ @onc#u21on2 &

,$ Reco99en5.t1on2 *%,+$ B1#1o8r.p0y$ *,


9/73

Consumer durables: a bruisin ba!!le""

So9e t19e .8o6 ;e 0e.r5 t0e 1n5u2try pun51t2 2.y6 2%he consumer

durable industry is not doin) as well as last year2$ Recent#y6 ;e re.5

3ro9 t0e ne;2p.per2 .out October bein) the best sales month for

the year and that the industry is finally revivin)$


10/73

CO!OU$ %#!#3"S"ONS

,%


11/73

COLO#R TELE$%S%ONS

A3ter . % 8ro;t0 1n t0e #.2t t;o ye.r26 t0e @"V 1n5u2try 0.2 2een .

2#o;5o;n t012 ye.r$ On .ccount o3 D1;.#16 t0e 9ont0 o3 Octoer 20o;e5 .

7ery 0180 8ro;t0 1n 2.#e2 o3 #./0 un1t2$ But t012 12 9.1n#y ec.u2e D1;.#1

;.2 ce#er.te5 1n No7e9er$ "0u26 t0e 2.#e2 .re oun5 to e #o;er t0.n 1n

t0e corre2pon51n8 per1o5 #.2t ye.r$ On t0e ;0o#e6 t0e @"V 2.#e2 .re

eJpecte5 to e 1n t0e r.n8e o3 =-=$'=9n un1t2 t012 ye.r$

Mos! Sellin CT$ &rands

It ;.2 not1ce5 t0.t 9o2t o3 t0e 5e.#er2 0.5 .##oc.te5 e2t 512p#.y po21t1on2 to

Samsun.n5 L! pro5uct2$ A9on8 t0e 9o2t 2e##1n8 r.n526 L! #e.5 t0e

r.##y ;1t0 Samsuntu881n8 .#on8 1n t0e 2econ5 p#.ce$ "0e t01r5 1n r.ce ;.2

,,


12/73

Sony .n5 &PL3o##o;1n8 e01n5$ "012 12 . 3.ctor to ;orry 3or t0e 9.r/et

#e.5er - BPL6 ;01c0 ;.2 t0e 9o2t popu#.r r.n5 #.2t ye.r$ "0ou80 t0e

co9p.ny 0.2 9.n.8e5 to 9.1nt.1n 1t2 9.r/et #e.5er201p t012 ye.r6 t0e top

#1ne .n5 otto9 #1ne per3or9.nce 0.2 not een 7ery encour.81n8$ De2p1te t0e

8ro;1n8 2.#e2 o3 L! .n5 S.92un86 BPL 0.2 . 0u8e #e.5 o7er t0e9$ BPL

enjoy2 . 9.r/et 20.re o3 ,' .2 co9p.re5 to '+ .n5 '' 9.r/et 20.re o3

L! .n5 S.92un8 re2pect17e#y$ L1/e;12e6 t0e1r per3or9.nce2 ;1## not .33ect

BPL2 #e.5er201p 1n t0e 20ort ter9$ Ho;e7er6 t0e #on8-ter9 pro2pect2 ;ou#5

e 5120e.rten1n8 13 BPL 3.1#2 to p#.n 1t2 2tr.te81e2 e33ect17e#y 712--712 t0e

2tron8 co9pet1t1on$ "0e 2.9e cou#5 e t0e 3.te o3 V15eocon6 ;01c0 0.2

3.1#e5 0e.71#y 1n t0e .re. o3 A3ter S.#e2 Ser71ce2$

C'ar!(: T'e mos! sellin CT$ &rand

LG

SAMSUNG

ONIDA

SON"

BPL

PANASONIC

AKAIVIDEOCON

PHILIPS

,'


13/73

Demand Anal)sis b) CT$ Si*e

In In51.6 t0e e.2tern p.rt contr1ute2 ne.r#y ,= o3 t0e tot.# 5e9.n5$ Re2t 12

eu.##y 512tr1ute5 .9on82t nort06 2out0 .n5 ;e2t$ De9.n5 3or . ,+-1nc0 or

. ',-1nc0 te#e7121on 9.y 7.ry re81on-;12e

"0e ,+ .n5 t0e ', @"V 2e89ent cont1nue to 5o91n.te o7er t0e '%6 '=

.n5 t0e '& 2e89ent2$ "0ey .re 3oun5 1n t0e 0o9e2 o3 .## 1nco9e 2e89ent2

.n5 jo1nt#y 3or9 .roun5 == o3 t0e @"V 9.r/et$ A9on8 t0e '%6 .n5 t0e

'& c.te8ory6 t0e 5e9.n5 3or '% 0.2 een cont1nuou2#y 5ec#1n1n8 .n5 t0.t

o3 '& 12 2te.51#y 8ro;1n8$ In t0e rep#.ce9ent 9.r/et6 con2u9er2 .re 2#o;#y

2u2t1tut1n8 t0e1r ', "V ;1t0 t0e '& "V 2et$ #t19.te#y6 1n t0e #on8 run6

t0ere ;1## e ,+6 ', .n5 '&-1nc0 @"V2 2ur7171n8$

"0e 5e.#er2 re2pon2e 5ur1n8 t0e 2ur7ey 3urt0er 2tren8t0en2 t012 71e;po1nt$

Accor51n8 to t0e96 t0e ', 2et2 .re t0e 0180e2t 2e##1n8 pro5uct2 (+= o3

2.#e2)$ "012 12 3o##o;e5 y t0e 2.#e o3 ,+ 2et2 ('= o3 2.#e2)$ "0e re2t

co9pr12e t0e 2.#e o3 t0e '% .n5 t0e '& 2et2$

,


14/73

A S'i+! +rom Normal !o Fla! s,reens

A2 per 9o2t o3 t0e 5e.#er26 t0e 2013t 1n t0e pre3erence 3or . nor9.# 2creen to

. 3#.t 2creen "V 0.2 een 8r.5u.##y 1ncre.21n8$ .t1on 1n . 9.ture 9.r/et$ St1##6

5133erent1.t1on ;1## e eJ12t1n8 5epen51n8 on con7en1ence6 2pec1.#

tec0no#o8y or 2o9e ot0er 3e.ture2$

,+


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$#0$"G#$A%O$S

,=


16/73

REFR%GERATORS

"0e re3r18er.tor 9.r/et 1n In51. 0.2 een 8ro;1n8 .t . r.te o3 ,,$*= o7er

t0e #.2t 3our ye.r2$ "0e 2.#e o3 re3r18er.tor2 1ncre.2e5 3ro9 '$,=9n un1t2 1n

Y%, to 9n un1t2 1n Y%=$

Mos! Sellin Re+riera!or &rands

"0e 51rect coo# 2e89ent 9./e2 t0e 9o2t o3 t0e re3r18er.tor 9.r/et$

Ho;e7er6 ;e .re ;1tne221n8 . c0.n8e 1n t0e con2u9er pre3erence2 to;.r52

,


17/73

3ro2t-3ree re3r18er.tor2$ In t0e ye.r2 to co9e6 t0e 8.p et;een t0e 20.re2 o3

51rect coo# 7F2 3ro2t-3ree re3r18er.tor2 ;1## 5191n120$ "012 12 .#2o e715ent 3ro9

t0e 3.ct t0.t 9o2t o3 t0e ne; c.p.c1t1e2 t0.t .re e1n8 1n2t.##e5 .re 1n t0e

3ro2t-3ree 2e89ent$

C'ar!-: T'e mos! sellin Re+riera!or &rand

MOST SELLING REFRIGERATOR

BRAND

#$

21$1!$

1%$

&$ %$

WHIRLPOOL

SAMSUNG

L G

GODRE'

BPL

ELECTROLU(


18/73

t;o Kore.n MN@2 .re concentr.t1n8 on t0e %%#tr2 ro2t-ree 2e89ent$

"0ey 0.7e .#9o2t 2;ept t0e ent1re 9.r/et 1n t012 2e89ent$ B.2e5 on t0e

c0.rt .o7e6 E#ectro#uJ 12 not . 7ery popu#.r r.n5 1n Mu9.1$ "012 9.y e

5ue to t0e 3.ct t0.t t0e Mu9.1 con2u9er2 .re 2013t1n8 t0e1r pre3erence 3or

3ro2t-3ree type o3 re3r18er.tor2 ;1t0 #.r8er c.p.c1t1e2$ L! .n5 S.92un8 ;0o

.re #.r8e#y concentr.t1n8 on t012 2e89ent 0.7e 7ery ;e## #e7er.8e5 t012 2013t$

"0e re3r18er.tor 9.r/et 1n In51. 0.2 een 5o91n.te5 y t0e ,=#tr2 c.p.c1ty$

Ho;e7er6 1n t0e #.2t '- ye.r2 t0ere 0.2 een 1ncre.21n8 5e9.n5 3or '%%#tr2

? .o7e c.p.c1ty$ Pre2ent#y6 .out % o3 t0e c.p.c1ty 12 1n t0e ,=#tr2

2e89ent$ "0e ne; c.p.c1t1e2 e1n8 1n2t.##e5 (e2pec1.##y y t0e MN@2) .re

1n t0e ''%#tr2 ? .o7e 2e89ent$

"0e 1ncre.21n8 co9pet1t1on 1n .## 2e89ent2 o3 t0e re3r18er.tor 9.r/et 0.2

re2u#te5 1n #o;er 9.r81n2 3or ot0 t0e 9.nu3.cturer2 .n5 t0e 5e.#er2$ "0e

9.r/et 3or re3r18er.tor2 12 eJpecte5 to 8ro; ut .t t0e 2.9e t19e t0e c.p.c1ty

12 .#2o eJpecte5 to 8ro; ;1t0 L!6 .n5 S.92un8 2ett1n8 up t0e1r p#.nt2$

,


19/73

4AS."NG MAC."N#S

,&


20/73

WAS%NG MAC%NES


21/73

.ccepte5 con2u9er 5ur.#e .n5 t0e pr1ce o3 t0e 3u##y .uto9.t1c 9.c01ne2

e1n8 2#.20e56 t0e 5e9.n5 3or 3u##y .uto9.t1c 9.c01ne2 12 2#o;#y p1c/1n8

up$ Moreo7er6 t0e rep#.ce9ent uyer2 ;0o .#re.5y 0.7e . 2e91-.uto9.t1c

;.201n8 9.c01ne26 .re t0e one2 ;0o pre3er t0e 3u##y .uto9.t1c ;.201n8

9.c01ne$

Mo2t o3 t0e 5e.#er2 1nter71e;e56 ;1tne22e5 .n 1ncre.21n8 pre3erence to;.r52

3u##y .uto9.t1c ;.201n8 9.c01ne2$ It 12 e2t19.te5 t0.t y 915-'%% t0e 20.re

o3 3u##y .uto9.t1c 9.c01ne2 ;1## e *%$

"0ere .re t;o 9o5e#2 o3 ;.201n8 9.c01ne2 3ront #o.51n8 .n5 top #o.51n8$

"op #o.51n8 12 pre3erre5 y 9o2t 5ue to t0e re.2on2 o3 con7en1ence .n5

2.3ety$ ront #o.51n8 9o5e# 0.2 not p1c/e5 up .t .## 1n In51.$

Mos! Sellin Was'in Ma,'ine &rands

"0e 9.r/et 3or ;.201n8 9.c01ne2 1n In51. 0.2 een 8ro;1n8 .t .

218n131c.nt#y 2#o; r.te$ nt1# ,&& V15eocon ;.2 t0e 9.r/et #e.5er ;1t0

.out =% o3 t0e tot.# 9.r/et 20.re$ Ho;e7er6 ;1t0 t0e entry o3


22/73

C'ar!/: T'e mos! sellin Was'in Ma,'ine &rand

WHIRPOOL

SAMSUNG

VIDEOCON

GODRE'

BPL

LG

IFB


23/73

o33ere5 to t0e con2u9er2$ @on2euent#y6 t0ere .re 9.ny ne; entr.nt2 1n t012

2ector$


24/73

A+!er Sales Ser0i,e

"0e 5e.#er2 0.7e o2er7e5 t0.t t0e cu2to9er2 .55 . #ot o3 7.#ue to t0e .3ter

2.#e2 2er71ce pro715e5 y t0e co9p.ny ;01#e 9./1n8 . purc0.2e 5ec121on$

@u2to9er Re#.t1on201p M.n.8e9ent 12 .22u91n8 9ore .n5 9ore 19port.nce

t0e2e 5.y2 .n5 co9p.n1e2 c.nnot .33or5 to 18nore t012$ B.2e5 on t0e .o7e

re2pon2e6


25/73

GROWING IMPORTANCE OF

RELATIONSHIP MANAGEMENT

0$

29$12$

11$

10$ &$

WHIRLPOOL

SAMSUNG

L G

GODRE'

BPL

VIDEOCON

%NTROD#CT%ON

"0e 9.1n oject17e o3 t0e re2e.rc0 12 to 5o . co9p.r.t17e 2tu5y o3 t;o

@ONSMER DRABLE @OMPANIES SAMSN! .n5 BPL ;1t0

re2pect to t0e1r 2.#e2 .n5 512tr1ut1on 3unct1on2$ "0e 519en21on2 o3

512cu221on 5ur1n8 t012 ;0o#e project .re:

@HANNEL HIERAR@HY$

SALES S"R@"RE$

ORDER PRO@ESSIN!$

SERVI@E S"R@"RE$

'=


26/73

@ONSMER POIN" O VIE.t1on2- S.92un8 .n5

BPL6 t0e 2.#e2 2tructure o3 t0e t;o 12 2tu51e5 .n5 . co9p.r.t17e .n.#y212 12

5one$

RESEARC METODOLOG4

"0e 5.t. ;.2 co##ecte5 3ro9 ot0 pr19.ry .2 ;e## .2 2econ5.ry 2ource2$

Pr19.ry 2ource2 e1n8 t0e Inter71e;2 ;1t0 t0e 5e.#er2 .t t0e re2pect17e

20o;roo92 o3 S.92un8 .n5 BPL

Secon5.ry 2ource2 o3 1n3or9.t1on ;ere 1nternet6 journ.#2 .n5 .rt1c#e2 .out

t0e or8.n1>.t1on2$

'


27/73

L%M%TAT%ONS

"0e #191t.t1on2 3.ce5 5ur1n8 t0e project ;ere:-

"19e con2tr.1nt (2uc0 .n .r5uou2 project reu1re2 9ore t19e)$

Very 51331cu#t to 8et 0o#5 o3 t0e 2.#e2 te.9 .2 t0ey .re 9o2t#y 1n t0e

31e#5$

Error2 o3 .n 1n3or9.# 1nter71e;$

De.#er2 ;ere 0e21t.nt 1n .n2;er1n8 2o9e o3 t0e ue2t1on2$

'*


28/73

COMPAN4 &ACKGRO#ND

'


29/73

SAMS#NG

$%S%ON

S.92un8 In51.Q2 V121on ent.1#2 0e#p1n8 peop#e 19pro7e t0e u.#1ty o3

t0e1r #17e2 y pro7151n8 t0e9 ;1t0 2uper1or u.#1ty6 2t.te-o3-t0e-.rt

tec0no#o8y pro5uct2 .t t0e r180t t19e .n5 t0e r180t pr1ce$ But eyon5 1t2

ro#e .2 . pur7eyor o3 u.#1ty pro5uct2 1n In51.6 S.92un8 2ee/2 to

contr1ute to t0e econo91c 8ro;t0 o3 t0e country t0ou80 1t2 eJport

co991t9ent2 .n5 #.r8e 2c.#e pro5uct1on 3.c1#1t1e2 8ener.t1n8 2ecure5

e9p#oy9ent 3or 0un5re52 o3 In51.n peop#e$

'&


30/73

SAMS#NG %N %ND%A

D181t.# tec0no#o8y #e.5er6 S.92un8 In51. E#ectron1c2 Lt5$6 . 2u2151.ry o3

t0e S = B1##1on S.92un8 E#ectron1c2 @o$ Lt5$6 0.2 een oper.t1n8 1n

In51. 21nce (556.It 12 . #e.51n8 pro715er o3 0180 tec0 @on2u9er E#ectron1c26

Ho9e App#1.nce6 I" .n5 "e#eco9 Pro5uct2 1n t0e country$

In 1t2 tenure o3 o7er ,, ye.r2 1n t0e country6 S.92un8 In51. 0.2 2et up

9.nu3.ctur1n8 3.c1#1t1e2 3or @o#or te#e7121on26 M1cro;.7e O7en26


31/73

E#ectron1c2 e9p#oy2 .pproJ19.te#y *=6%%% peop#e 1n * o331ce2 1n +=

countr1e2$ "0e co9p.ny 12 t0e ;or#5Q2 #.r8e2t pro5ucer o3 9e9ory c01p26

""-L@D26 @DMA 9o1#e p0one26 9on1tor2 .n5 V@R2$ S.92un8

E#ectron1c2 con212t2 o3 317e 9.1n u21ne22 un1t2: D181t.# Me51. Bu21ne226

"e#eco99un1c.t1on Net;or/ Bu21ne226 D181t.# App#1.nce Bu21ne226

Se91con5uctor Bu21ne22 .n5 L@D Bu21ne22$

PERFORMANCE

In . 2p.n o3 ten ye.r2 21nce 1t2 entry 1nto t0e In51.n 9.r/et 1n Dece9er Q&=6

S.92un8 In51. to5.y 12 reco8n1>e5 .2 . #e.51n8 pro715er o3 0180 tec0

@on2u9er E#ectron1c2 .n5 Ho9e App#1.nce Pro5uct2 1n t0e country$ It 0.2 .

9.r/et 20.re ((71n t0e 0180#y co9pet1t17e co#or te#e7121on 9.r/et 1n In51.

.n5 0o#52 t0e No$' Po21t1on 1n t0e #.t Screen "e#e7121on c.te8ory$ It 0o#52

218n131c.nt 9.r/et 20.re2 1n t0e ro2t 3ree re3r18er.tor26 ;.201n8 9.c01ne2

.n5 A1r-con51t1one5 c.te8or1e26 ;01#e 0o#51n8 t0e No$ ' S#ot 1n

M1cro;.7eO7en2$

,


32/73


33/73

SAMS#NG;S SALES T#RNO$ER

D181t.# tec0no#o8y #e.5er6 S.92un8 In51. E#ectron1c2 Lt5$ 0.2 t.r8ete5 2.#e2

o3 R2$'%% @rore2 3or 1t2 @on2u9er E#ectron1c2 .n5 Ho9e App#1.nce2

u21ne22 1n t0e Ye.r '%%=$ "0e @o9p.ny .c01e7e5 . S.#e2 "urno7er o3

R2$'*%% @rore2 1n t0e Ye.r '%%+$ "0e @on2u9er E#ectron1c2 Bu21ne22 8re;

y '& ;01#e t0e Ho9e App#1.nce2 u21ne22 8re; y ', 1n t0e Ye.r

'%%+$

In t0e Ye.r '%%+6 S.92un8 In51. 2o#5 ,$' 91##1on co#or te#e7121on26 t0erey

.c01e71n8 . 8ro;t0 o3 + o7er 1t2 pre71ou2 ye.r (Y '%%) 2.#e2 o3 *$% #.c

un1t2$ $= #.c @"V2 ;ere 2o#5 1n t0e Do9e2t1c M.r/et 1n t0e Y'%% ;01#e


34/73

,$= #.c un1t2 ;ere eJporte5$ S.92un8 2o#5 ,%%6 %%% #.t "V26 ;1t0 t0e

contr1ut1on o3 #.t "V2 2t.n51n8 .t ,' o33 t0e tot.# @"V Vo#u9e2 2o#5 1n

t0e Ye.r$ "0e @o9p.ny 0ope2 to 1ncre.2e 1t2 @o#or te#e7121on 9.r/et 20.re

to '% y t0e en5 o3 t0e Ye.r'%%$

SAMS#NG;S MARKET SARE

Sony 0.2 817en ;.y to S.92un8 .2 t0e nu9er one 3#.t "V r.n5 1n t0e

o7er.## co#or te#e7121on 9.r/et t012 M.rc06 .2 per #.te2t 5.t. re#e.2e5 y t0e

9.r/et re2e.rc0 .8ency OR!$


35/73

NEW SAMS#NG P%LOSOP4 AND SP%R%T

T'e Samsun P'iloso3')


36/73

u.#1ty M.n.8e9ent

Mu#t13.cete5 1nte8r.t1on .n5

!#o.#1>.t1on

?#AL%T4 MANAGEMENT: At S.92un8 u.#1ty 12 2een .2

2o9et01n8 one cre.te26 t0e re2u#t o3 . proce22 ;0o2e e81nn1n8 12 roote5

1n t0e ;1## to c0.n8e - ut ;01c0 0.2 no en5$ "0.t 12 ;0y o7er '6%%6%%%

peop#e ;0o 9./e up S.92un8 1n = countr1e2 0.7e co9e to8et0er 3or

5ec#.r.t1on o3 pro5uct u.#1ty$

Ho;e7er6 u.#1ty c.nnot e 51ct.te5 3ro9 .o7e6 ut 9u2t e . 20.re5 7.#ue6

p.rt o3 t0e co9p.nyQ2 cu#ture$ S.92un8 c0.1r9.n Lee Kun-Hee c.##2 t012

Tre3or9 3ro9 e#o;U$ A2 S.92un8 e7o#7e2 3ro9 . u.nt1ty to . u.#1ty

9.nu3.cturer6 t012 2en2e o3 per2on.# re2pon211#1ty 12 eJpre22e5 y t0e

S.92un8 e9p#oyee2 t0rou80 . 219p#e 2t.te9ent6 Tu.#1ty e81n2 ;1t0 9e$U

De51c.t1n8 to 2t.y1n8 .0e.56 8re.t pr15e 12 t./en .t S.92un8 1n 5e218n1n8

pro5uct2 t0.t cre.te t0e1r o;n 9.r/et2$ @u2to9er 2er71ce 12 re8.r5e5 y

S.92un8 not .2 .n .5junct to pro5uct u.#1ty ut 1ntr1n21c$ Per0.p2 not01n8

un5er2core2 t0e 9o7e 3ro9 u.nt1ty to u.#1ty 9ore 219p#y t0.t t0e Te.r#y


37/73


38/73

TMu#t13.cete5 1nte8r.t1on ;1## eco9e t0e ne; ;or#5 2t.n5.r5 o3 corpor.te

eJce##ence$U

MARKET%NG TECN%?#ES

"0e co9p.ny .5opt2 t0e #.te2t 9.r/et1n8 tec0n1ue2 1n t0e ;or#5 .n5

9e22.8e to t0e con2u9er 12 t0.t t0ey .re 8ett1n8 t0e1r 9oney2 ;ort0 1$e$ t0e

7.#ue 3or t0e 9oney 2pent on S.92un8 pro5uct2$ "0e2e 2uper1or 9.r/et1n8

tec0n1ue2 817e S.92un8 .n e58e o7er 1t2 co9pet1tor2$

AFTER SALES SER$%CES


39/73


40/73

&PL %N %ND%A

BPLQ2 012tory 12 1n2p1r1n86 ;0ere 1n . 2p.n o3 +' ye.r2 1t 0.2 8ro;n 3ro9 .

21n8#e pro5uct co9p.ny to . 9u#t1-c.te8ory6 9u#t1-pro5uctcon8#o9er.te6

2p.nn1n8 * pro5uct .re.2 .n5 o7er '% pro5uct2 .n5 2er71ce2.

In ,&6 our oun5er .n5 !roup @0.1r9.n "P! N.91.r e8.n

9.nu3.ctur1n8 0er9et1c.##y 2e.#e5 prec121on p.ne# 9eter2 1n

P.#.//.56 Ker.#.6 un5er t0e n.9e o3 Br1t120 P0y21c.# L.or.tor1e2$

H.71n8 ;or/e5 1n K .n5 SA6 ;0en 0e c.9e .c/ to In51. .r9e5

;1t0 . 7121on o3 p1oneer1n8 t0e 9.nu3.cture o3 2uper1or u.#1ty

e#ectron1c pro5uct26 0e 5re.9e5 o3 9./1n8 BPL . 0ou2e0o#5 n.9e$

O7er t0e ye.r26 BPLQ2 8ro;t0 0.2 een 2uject to con2t.nt

c0.##en8e2$ "0e co9p.ny ;.2 2t.rte5 .t . t19e ;0en t0e 8o7ern9ent

0.5 re2er7e5 9.ny .re.2 o3 u21ne22 3or t0e pu#1c 2ector$ It 0.5 .#2o

71rtu.##y .rre5 9o2t entrepreneur2 3ro9 enter1n8 ot0er 31e#52

t0rou80 re2er7.t1on2 on #1cen21n8$

ro9 ,&% on;.r526 ;0en t0e 1n5u2tr1.# #1cen21n8 ;.2 re#.Je56 BPL

e8.n 9.nu3.ctur1n8 te#e7121on2 .n5 te#eco9 eu1p9ent6

5e9on2tr.t1n8 1t2 potent1.# .n5 3uture u21ne22 .re.$ In t0e e.r#y

,&&%26 .3ter 8#o.#1>.t1on .n5 #1er.#1>.t1on o3 t0e In51.n econo9y6

+%


41/73

co9pet1t1on entere5 t0e 9.r/et$ BPL ret.1ne5 1t2 2tron8 pre2ence .n5

8ro;t0 r.te$ Str.te81c .##1.nce2 ;1t0 1ntern.t1on.# co9p.n1e2

pro715e5 t0e tec0no#o8y 3or u2 .n5 2et t0e 2t.n5.r52 o3 u.#1ty$

21n8 1t2 eJper1ence o3 t0e 9.r/et .n5 t0e con2u9er6 ;e

concentr.te5 on 19port1n8 tec0no#o8y6 19pro71n8 pro5uct u.#1ty6

1nno7.t1on2 .n5 9.nu3.cture o3 e#ectron1c pro5uct2 t0.t en0.nce5

t0e u.#1ty o3 #13e$ A3ter +' ye.r26 BPL 0.2 9et.9orp0o2e5 3ro9 .n

entrepreneur1.# 7enture6 1nto In51.Q2 188e2t con2u9er e#ectron1c2

co9p.ny$

&PL;s Guidin Prin,i3les

Our 9otto Be#1e7e 1n t0e Be2t6 12 8u15e5 y = pr1nc1p#e2 t0.t .19 to

.cco9p#120 . 21n8u#.r 8o.#: u.#1ty$

At BPL6 ;e .re 5e51c.te5 to 9eet1n8 con2u9er eJpect.t1on2 on one 0.n56

.n5 9./1n8 u.#1ty . pr1or1ty on t0e ot0er$ "012 ;e e#1e7e 12 ;0.t 9./e2 u2

;ort0y to t0e 91##1on2 o3 con2u9er2 ;0o #oo/ up to u2$

+,


42/73

"o en2ure cu2to9er con315ence t0rou80 pro5uct u.#1ty6 e331c1ent

9.r/et1n8 .n5 e33ect17e 2er71ce$

"o cont1nu.##y en0.nce t0e @o9p.nyQ2 ;ort0 to 1t2 20.re0o#5er2 .n5

1n7e2tor2 t0rou80 2oun5 1n7e2t9ent2 .n5 pro31t.#e oper.t1on2$

"o 5e9on2tr.te . re.# concern 3or 1t2 e9p#oyee2 .n5 to con2t.nt#y

19pro7e t0e u.#1ty .n5 7.#ue o3 t0e1r jo2 .n5 c.reer .57.nce9ent$

"o e . 8oo5 corpor.te c1t1>en ;0o contr1ute2 po21t17e#y to 1t2

co99un1ty y protect1n8 t0e en71ron9ent .n5 ;or/1n8 3or pu#1c

;e#3.re$

"o re2pect t0e #.;26 ru#e2 .n5 cu2to92 o3 t0e #.n5 .n5 to en2ure t0e

con5uct o3 .## co9p.ny .ct171t1e2 ;1## .#;.y2 e to t0e 0180e2t et01c.#

2t.n5.r52

+'


43/73

PROD#CT M%8 OF &PL

"ABLE '

OME

ENTERTA%NMENT

OME

APPL%ANCE

D%G%TAL

&PL

SOFTWARE

ENERG4

@OLOR "$V$ RERI!ERA"ORS MOBILE

PHONES

BA""ERIES

B?< "$V$


44/73

COOKING RANGES GAS TABLES REFRIGERATORS DVD PLAYERS

VACCUM CLEANERS AUDIO SYSTEMS VIDEO SYSTEMS

&PL;S SALES T#RNO$ER

!171n8 t0e re./-up o3 t0e R2 '6,=% crore re7enue6 R2 ,6=%% crore .ccounte5

3or entert.1n9ent e#ectron1c26 R2 +%% crore 3or .pp#1.nce26 R2 ,%% crore 3or

eJport26 R2 ,%= crore 3or 2o3t ener8y .n5 t0e re9.1n1n8 3or ot0er2 1n BPL$ In

In51. t0e 318ure o3 2e##1n8 BPL "V2 ;ere on#y =$ 91##1on6 ;01c06 20ou#5

touc0 '= 91##1on$

&PL;S MARKET SARE

++
http://www.bplworld.com/gallery/CR/index.asphttp://www.bplworld.com/gallery/Gt/index.asphttp://www.bplworld.com/gallery/ref/index.asphttp://www.bplworld.com/gallery/digibpl/dvdplayer.asphttp://www.bplworld.com/gallery/vacuum/index.asphttp://www.bplworld.com/gallery/cs/catelog.asphttp://www.bplworld.com/gallery/video/Video.asphttp://www.bplworld.com/gallery/video/Video.asphttp://www.bplworld.com/gallery/cs/catelog.asphttp://www.bplworld.com/gallery/vacuum/index.asphttp://www.bplworld.com/gallery/digibpl/dvdplayer.asphttp://www.bplworld.com/gallery/ref/product.asp?mid=CNC190&imageField2.x=5&imageField2.y=12http://www.bplworld.com/gallery/Gt/index.asphttp://www.bplworld.com/gallery/CR/index.asphttp://www.bplworld.com/gallery/MW/product.asp?mid=EM+D9550http://www.bplworld.com/gallery/wm/product.asp?mid=Dolphinhttp://www.bplworld.com/gallery/b&wtv/product.asp?mid=A%2D1483http://www.bplworld.com/gallery/ctv/ctvnew.asp?mid=STUDIOLINE%2B21%2BFYR%2B60YB3http://www.bplworld.com/gallery/CR/index.asphttp://www.bplworld.com/gallery/Gt/index.asphttp://www.bplworld.com/gallery/ref/index.asphttp://www.bplworld.com/gallery/digibpl/dvdplayer.asphttp://www.bplworld.com/gallery/vacuum/index.asphttp://www.bplworld.com/gallery/cs/catelog.asphttp://www.bplworld.com/gallery/video/Video.asp


45/73

BPL 0.2 e9er8e5 on 313t0 p#.ce 1n 3#.t 2creen @"V2 1n M.rc06 ;1t0 on#y @.

3er ,en! s'are o+ !'e marBe!.V15eocon ;.2 p#.ce5 3ourt0 ;1t0 &$, per cent

20.re o3 t0e 9.r/et6 P01#1p26 "0o92on6 O2c.r6 Sony .n5 P.n.2on1c 3o##o;e5

;1t0 +$= per cent6 '$, per cent6 t;o per cent6 ,$& per cent .n5 ,$, per cent

9.r/et 20.re2 re2pect17e#y$

&PL CORE COMPETENC%ES

D#3#!O A S%$ONG B$AND %.$OUG.

MA$5#%"NG

M.1nt.1n1n8 0180 20.re o3 91n5 .n5 r.n5 pre3erence t0rou80 c.re3u#

9.r/et1n8 .n5 co99un1c.t1on2$

Pro7151n8 cutt1n8-e58e tec0no#o8y 20een to t0e r.n5 to .tt#e

MN@2$

@onnect1n8 ;1t0 7.r1e5 .n5 c0.n81n8 con2u9er2 e2pec1.##y ;o9en

.n5 yout0$

A551n8 8re.ter 2ty#e6 3#.1r6 eJc1te9ent .n5 71r.ncy .cro22 t0e "ot.#

Br.n5 EJper1ence$

Stren8t0en1n8 t0e con7er21on 3ro9 91n5 20.re to 9.r/et 20.re

t0rou80 2tron8 ret.1# 71211#1ty .n5 B.>..r Po;er$

+=


46/73

@re.t1n8 0180 r.n5 1n7o#7e9ent t0rou80 t0e 2pon2or201p o3 9o71e26

9u21c .n5 2port$

E7o#71n8 . co0erent r.n5 Arc01tecture 3or 8re.ter 3ocu26

con212tency .n5 re2ource opt191>.t1on 1n B.n5 M.r/et1n8 e33ort2$

S%$A%#G"#S 0O!!O4#D

RED#CT%ON %N PR%CE OF ALL MODELS


47/73

12 on u.#1ty Ho9e Entert.1n9ent6 1n t0e pre91u9 2e89ent 1t 12 on

pro7151n8 .n EJc#u217e Entert.1n9ent EJper1ence$

BPL reco8n1>e2 t0e potent1.# o3 cu2to9er c.re 1n 8.1n1n8 . 218n131c.nt

co9pet1t17e .57.nt.8e 1n t0e 9.r/et p#.ce$ BPL 12 71e;1n8 cu2to9er 2er71ce

.2 . 9.r/et1n8 2tr.te8y .n5 not .2 .3ter 2.#e2 2er71ce$ ront #1ne e9p#oyee2

.re t0e 9o2t 19port.nt 1n t012 re8.r5 t0e 2.#e2 per2on6 t0e recept1on12t or t0e

PRA 1n t0e re81on.# o331ce26 t0e 2er71ce en81neer t./1n8 .n ur8ent c.## 3or

0e#p 3ro9 . cu2to9er$ It 12 t0e1r /no;#e58e6 t0e1r e0.71or t0.t ;1##

1n3#uence cu2to9er2 to return to u2 3or t0e1r neJt purc0.2e$ BPL ;1## 817e

t0e2e peop#e t0e /no;#e58e .n5 too#2 to 5o t012 jo .n5 5o 1t ;e##$

PROMOTE &PL AS A CORPORATE &RAND

"0e o7er.## 2tr.te8y o3 pro9ot1n8 BPL .2 . corpor.te r.n56 .2 ;e## .2

1n51715u.# pro5uct r.n526 0.2 0e#pe5 BPL 5r17e tre9en5ou2 2yner81e2 .n5

re2ource2 opt191>.t1on$ "0e eu1ty o3 t0e corpor.te r.n5 ru2 o33 on t0e

1n51715u.# pro5uct2 .n5 71ce-7er2.$

Moreo7er6 t012 r.n5 .rc01tecture 0e#p2 1n 7.r1ou2 3.cet2 .n5 pro5uct2

connect1n8 ;1t0 7.r1e5 con2u9er type2 to pro715e . 9u#t1-#.ye5 r.n5

eJper1ence$

+*


48/73


49/73

The main emphasis of BPL thus has been on Quality up gradation and

producing products with high quality.

ERO DEFECT CONCEPT

"0e concept o3 >ero 5e3ect2 t0ere 0.2 een . 2e. c0.n8e 1n .tt1tu5e o7er t0e

ye.r2: .n 1ncre.21n8 nu9er o3 9.nu3.cturer2 1n212t t0.t no 5e3ect2 c.n e

to#er.te5 1n t0e pro5uct or t0e proce22 t0e jo 0.2 to e 5one r180t t0e 7ery

31r2t t19e$ Re-;or/2 .re out$ "012 u.#1ty p01#o2op0y 0.2 817en tec0no#o8y

e7o#ut1on 1t2 cutt1n8-e58e e33ect17ene22$

Te,'noloi,al u3 rada!ion

A551n8 7.#ue t0rou80 tec0no#o8y p1##.r2 #1/e t0e u.5r. Po1nt ocu2 (P)

3or en0.nc1n8 71e;1n8 p#e.2ure .n5 per3or9.nce 3e.ture2 .cro22 t0e popu#.r

'%U .n5 ',U r.n8e 3or t0e 9.22 9.r/et$ "0e 3ocu2 ;1## e on . etter pr1ce-

7.#ue .n5 0180 u.#1ty6 r.t0er t0.n cutt1n8 pr1ce2 .n5 co9pro9121n8 on

u.#1ty .2 1n5u#8e5 y 9.ny r.n52$

E!'i,al $alues Cul!ureH

+&


50/73


51/73

OW &PL FACES TODA4;S COMPET%T%$E EN$%RON

MENT

EA$4 E8PEND%T#RE ON RESEAC AND DE$ELOPMENT

"0e 3o##o;1n8 .re t0e 2pec131c .re.2 1n ;01c0 R ? D 12 c.rr1e5 out .#on8

;1t0 t0e1r re2pect17e oject17e2:

"0e co9p.ny2 R ? D .ct171t1e2 e8.n 1n ,&*+ .n5 0.7e 21nce een

reco8n1>e5 y t0e !o7ern9ent o3 In51.$ BL p#.y2 . /ey ro#e 1n 2tren8t0en1n8

1t2 1n5u2try #e.5er201p R ? D .ct171t1e2 0.7e een 3ocu2e5 .t 5e#17er1n8 .

etter 7.#ue 3or 9oney to t0e en5 cu2to9er y ;.y o3

Inno7.t1on6

Pro5uct 19pro7e9ent26

Re5uc1n8 cyc#e t19e .n5 oper.t1n8 co2t26

L.te2t tec0no#o8y .n5 8ett1n8 pro5uct2 3.2ter t t0e 9.r/et6

Re5uc1n8 cyc#e t19e$

PROD#CT %NNO$AT%ON

"0e 1ntro5uct1on o3 @"V c.1net2 1n .ttr.ct17ene22 co#or2 .n5 19pro7e5

2ty#1n8$

=,


52/73

"0e 1ntro5uct1on o3 cutt1n8-e58e tec0no#o8y pro5uct2 #1/e t0e ,%% per

cent 3#.t6 P#.29. "V .n5 Project1on "V 1n t0e pre91u9 c.te8ory$

C#STOMER FOC#S

An 1ncre.2e5 3ocu2 on t0e rur.# 9.r/et2 ;1t0 t0e 1ntro5uct1on o3 7.#ue-

3or 9oney pro5uct2$

BPL2 ne; re81on.# 9.n.8e9ent 2tructure 12 9o71n8 5ec121on 9./1n8

c#o2er to t0e re2pect17e 9.r/et26 2o t0.t t0e co9p.ny c.n re2pon5 3.2ter

.n5 9ore e331c1ent#y to t0e 9.r/et nee52$

Loc.#1>1n8 BPL2 9.nu3.ctur1n8 oper.t1on2 1n 0180 8ro;t0 9.r/et2$

@ont1nu1n8 to 8ro; 1n t0e rep#.ce9ent .n5 up 8r.5.t1on 9.r/et2$

Intro5uc1n8 .ttr.ct17e 5e.#er 9.n.8e9ent pro8r.99e2$

C#STOMER CARE

@u2to9er c.re 12 .9on82t t0e top pr1or1t1e2 3or BPL$ "0e cu2to9er c.re 3or

BPL @"V2 12 pro715e5 3or y . 8roup co9p.ny c.##e5 BPL En81neer1n8

Lt5$6 ;1t0 t0e oject17e o3 en2ur1n8 t0.t BPL .tt.1n2 t0e 9o2t cu2to9er

or1ente5 co9p.ny 2t.tu2$

='


53/73

D%STR%T%ON

"HE BPL net;or/ cont1nue2 to e t0e 2tron8e2t 1n t0e country$ "0e 2tren8t0

o3 BPL2 512tr1ut1on net;or/ #1e2 1n:

"0e 2tron8e2t ret.1# net;or/ 1n t0e country ;1t0 =' 8.##er1e26 '+%

eJc#u217e 20o;roo92 .n5 ''& 2er71ce center2$

A *6%%% 2tron8 ret.1# 512tr1ut1on net;or/$

BPL 2e##2 o7er t0ree 91##1on pro5uct2 (eJc#u51n8 .tter1e2) .cro22 t0e

country$

BPL contr1utor2 9ore to . 5e.#er2 u21ne22 t0.n .ny ot0er r.n5 1n t0e country

SECRET TAT KEEP TE COMPAN4 %N L%ME L%GT

?uali!) %mae: t0e 8oo5 u.#1ty 19.8e o3 BPL 0.2 0e#pe5 1n t0e ;15e

2ucce22$ "0e pro5uct2 o3 BPL 0.7e .#;.y2 een perce17e5 .2 8oo5 1n

u.#1ty .n5 t012 12 ec.u2e o3 t0e 2tron8 Br.n5 n.9e t0.t BPL 0o#52

3or 1t2 pro5uct2$

&a,B2ard in!era!ion o+ 3rodu,!s: one o3 t0e re.2on2 3or t0e

199en2e 2ucce22 o3 BPL 12 t0e .c/;.r5 1nte8r.t1on t0.t 1t 0.2 5one

;1t0 t0e ot0er co9p.n1e2 3or t0e co9ponent p.rt2 o3 t0e @"VS$ or

eJ.9p#e In ,&& co9p.ny too/ r12/ o3 t./1n8 up . 21c/ co9p.ny

=


54/73

c.##e5 ptron 1n S.1..5 3or 9.nu3.ctur1n8 o3 co#oure5

p1cture tue26 1n t012 t0ey 515 .c/;.r5 1nte8r.t1on

=+


55/73

MARKET SARE

MARKET SHARE

1!.1

#.&

#.9

19.)1.122.1).)

&.2

22.2

9.1

SAMSUNG

BPL

VIDEOCON

SON"

PANASONIC

OSCAR

THOMSON

PHILIPS

ONIDA

L.G.

SANSUI

==


56/73

F%ND%NGS

=


57/73

SAMS#NG CANNEL %ERARC4

=*

@OMPANY


58/73

&PL CANNEL %ERARC4

SB-DEALERS

@LEARAN@ES

ALE

=

@OMPANY

@ ?

A!EN"S

DIS"RIB"OR

RE"AILERS(ML"IBRANDSHO


59/73

COMPARAT%$E CANNEL %ERARC4 OF

SAMS#NG AND &PL

In S.92un8 t0ere 12 ;.re0ou2e6 512tr1utor .n5 ret.1#er6 ;0ere 512tr1utor

.n5 ret.1#er 0.7e t0e 51rect cont.ct ;1t0 t0e cu2to9er$ Ret.1#er t0rou80 ret.1#

out#et26 .n5 512tr1utor t0rou80 c#e.r.nce .n5 2econ5 2.#e2$


60/73

SAMS#NG;S SALES STR#CT#RE

%

DIRE@"ORSALES

DIRE@"ORMARKE"IN!

V$PSALES

V$PMARKE"IN!

@ON"RY MANA!ERS

"$V$ MI@RO


61/73

SALES REPORT%NG OF &PL

,

OI@ELEVEL

@ ? LEVEL

RE!IONALIN@HAR!ESALES

RE!IONALIN@HAR!ESERVI@E

RE!IONALIN@HAR!E@OMMER@IAL

DIS"RIB"OR DIRE@"DEALER

SB-DEALERS

ASS"$MANA!ER

AREA SALESMANA!ER

SALESEGE@"IVE


62/73

COMPARAT%$E SALES STR#CT#RE OF

SALESEGE@"IVE

ASM

AREA!ENERALMANA!ER

'

@MD

@EO

RE!IONALIN@HAR!E


63/73

&PL AND SAMS#NG

SAMSUNG

In S.92un8 t0ere .re 51rector 2.#e2 .n5 51rector 9.r/et1n8 un5er t0e9 t0ere

.re re2pect17e 71ce pre215ent2 2.#e2 .n5 9.r/et1n8 .n5 un5er VP2 t0ere .re

re2pect17e country 9.n.8er2 .ccor51n8 to pro5uct 2pec131c.t1on 3or eJ.9p#e

t0ere .re 5133erent country 9.n.8er2 3or 5133erent pro5uct2 #1/e "V26

RERI!ERA"OR6 MI@ROone2 817en y t0e

2en1or 9.n.8er .t r.nc0 #e7e#$

B!


64/73

In BPL t0e 2.#e2 3unct1on2 .re .t t;o #e7e#2 1$e$ .t OI@E #e7e# .n5 @?

#e7e#$ At o331ce #e7e# t0ere .re 7.r1ou2 re81on2 5e31ne5 y t0e 0e.5 o331ce .n5

9.1n#y t0ree type2 o3 3unct1on2 .re per3or9e5 .t re81on.# #e7e#2 t0.t .re

2.#e26 2er71ce6 .n5 co99erc1.#$ At re81on.# #e7e# t0ere .re re81on.# 1n

c0.r8e2 ;01c0 0.2 to per3or9 .## t0e2e 3unct1on26 un5er re81on.# 1n c0.r8e

t0ere .re 9.n.8er 2.#e2 .n5 .re. 2.#e2 9.n.8er2 .n5 2.#e2 eJecut17e2

re2pect17e#y$

An5 .t @ ? #e7e#6 t0ere .re 512tr1utor26

51rect 5e.#er2 ? un5er 512tr1utor2 t0ere .re 2u 5e.#er2$ D12tr1utor2 .n5

51rect 5e.#er2 .re .2218ne5 ;1t0 5e31ne5 terr1tor1e2 .n5 t.r8et2 ;01c0 .re

817en y re81on.# o331ce .n5 0e.5 o331ce2$

ORDER PROCESS%NG

SAMSUNG

+


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!ener.##y or5er2 .re e1n8 proce22e5 on 1t2 o;n y e7.#u.t1n8 t0e

2toc/ Report2 @o9p.ny pu20e2 1t2 1n7entory to t0e c0.nne#

9e9er2 y t.r8et 2ett1n8$ In c.2e t0ere 12 2o9e 2urp#u2 2toc/

;01c0 t0e 512tr1utor 12 not .#e to 2e## 1n one 9ont0 t0en 0e 0.2

to prep.re . return report or . c#e.r.nce 2.#e 0.2 to e or8.n1>e5

512tr1utor p#.ce2 t0e or5er 51rect#y to r.nc0 o331ce or 1t c.n

p#.ce t0e or5er to 2.#e2 te.9 .#2o$ reuency o3 or5er 12 8ener.##y

.re on 9ont0#y .212$ It c.n .#2o once or t;1ce . ;ee/ or . 9ont0

.ccor51n8 to t0e 5e9.n5$

B!

In BPL 31r2t#y 512tr1utor p#.ce2 t0e or5er .t c#o21n8 o3 e7ery

9ont0 t0.t 12 ,2tt0rou80 r.nc0 o331ce 2.#e2 te.9 .#2o c.n p#.ce

t0e or5er 1n ;.y o3 2ett1n8 t.r8et2 3or 512tr1utor2 or 5e.#er2 .n5

pu20 t0e 1n7entory to t0e c0.nne# 9e9er2 .3ter e7.#u.t1n8 t0e

8ro;t0$

SER$%CE STR#CT#RE OF SAMS#NG

=

SERVI@E MANA!ER(HEAD OI@E)


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COMPAR%SON OF SER$%CE STR#CT#RE

In c.2e o3 S.92un8 1t2 pro5uct2 .re c.tc01n8 up to t0e 9.r/et 20.re 1t 0.2

. 7ery co9p#eJ 2er71ce 2tructure6 t0ere .re 7.r1ou2 2er71ce 9.n.8er2 >one

;12e un5er t0e9 t0ere .re 7.r1ou2 r.nc0 2er71ce 9.n.8er2 .re. ;12e6

*

RE!IONALSERVI@E

MANA!ERS

ASSIS"AN"SERVI@E

MANA!ERS

SERVI@ERAN@HISEES


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un5er r.nc0 2er71ce 9.n.8er2 .n5 2er71ce eJecut17e2 ;01c0 9.n.8e

co9p.ny o;ne5 2er71ce center26 un5er t0e9 t0ere .re 2er71ce center2

;01c0 .re 9.n.8e5 y t01r5 p.rty .n5 .## t0e 31n.nc1.# ter92 .re

re9uner.t1on .2e5 .n5 2ecur1ty 5epo21t2 .re t./en ju2t #1/e ter92 ;1t0

512tr1utor2$ "0e2e t01r5 p.rty .n5 co9p.ny 2er71ce center2 .re pro715e5

;1t0 . to## 3ree nu9er t0rou80 ;01c0 . cu2to9er c.n re812ter 012

co9p#.1nt$

In c.2e o3 BPL t0ere 12 . 2er71ce

9.n.8er .t 0e.5 o331ce #e7e# un5er ;0o9 t0ere .re re81on.# 2er71ce

9.n.8er2 >one ;12e .n5 .re. ;12e .n5 un5er t0e9 t0e1r .2212t.nt 2er71ce

9.n.8er2 .n5 un5er t0e9 t0ere .re 2er71ce 3r.nc012ee26 ;01c0 .re

9.n.8e5 y t01r5 p.rt1e2$

W In t0e c.2e o3 S.92un8 t0ere .re = co9p.ny o;ne5 2er71ce center26

t0ere .re t01r5 p.rty 2er71ce center2 21tu.te5 1n e7ery 9.jor c1ty .n5

c.p1t.# o3 t0e 2t.te .ccor51n8 to t0e co9p.ny po#1cy6

WIn c.2e o3 BPL t0ere .re +* co9p.ny o;ne5 2er71ce center2 .n5 t01r5

p.rt1e2 o;ne5 2er71ce center 21tu.te5 1n 9.jor c1t1e2$


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CONS#MER PO%NT OF $%EW

A2 t0e cu2to9er 3ee#2 t0.t t0e .7.1#.1#1ty o3 BPL 12 2o9e0o; re2tr1cte5 to

9u#t1 r.n5 20o; roo92 on#y ec.u2e o3 t0e 3.ct t0e eJc#u217e BPL

!ALLRIES .re not con7en1ent#y 21tu.te5 .2 co9p.re5 to SAMSN!

&


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;0o2e pro5uct2 .re e.21#y .7.1#.#e .t 9u#t1 r.n5 20o;roo92 .n5 1t2

eJc#u217e 20o;roo92 #1/e DI!I"AL HOMES .n5 PLAAS .re

con7en1ent#y #oc.te5$

ro9 t0e con2u9er2 1t 0.2 een o2er7e5 t0.t 9o2t

o3 t0e con2u9er2 515 or pre2ent#y o;n1n8 .ny o3 t0e BPL pro5uct26 ut .t

pre2ent 13 t0ey ;ou#5 0.7e . c0o1ce to uy . ne; pro5uct con2u9er ;ou#5

pre3er to uy 3ro9 SAMSN!$

@on2u9er 5oe2 t01n/ t0.t SAMSN! 0.2 t0e etter tec0no#o8y t0.n BPL$

@u2to9er .#2o r.te2 t0e .3ter 2.#e2 2er71ce2 o3 SAMSN! 0180er t0.n BPL$

O7er.## con2u9er percept1on 12 t0.t SAMSN! 12 . etter 9.r/et p#.yer

t0.n BPL$

CONCL#S%ON

*%


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"0e conc#u21on t0.t I 5r.; 3ro9 9y 2tu5y 12 t0.t SAMSN! #t5$ 0.2 .t

pre2ent . etter 2.#e2 ? 512tr1ut1on net;or/ .n5 2er71c1n8 net;or/ t0.n t0.t

o3 BPL #t5$

O7er t0e ye.r2 BPL #t5$ 0.2 not een .#e to 0o#5 1t2 po21t1on 1n t0e

9.r/et$ At pre2ent 1t2 9.r/et 20.re 12 #e22 t0.n t0.t o3 1t2 ot0er co9pet1tor2

.n5 2o SAMSN! #t5$ 0.2 . 8re.ter 9.r/et 20.re t0.n BPL #t5$ .n5 1t2

3e.re5 t0.t 1t 9180t e7en 3.## 5o;n 13 t0e current 2cen.r1o o3 BPL #t5$

cont1nue2$

RECOMMENDAT%ONS

*,


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BPL #t5$ 20ou#5 cut 5o;n 1t2 eJpen2e2 on 1n2ur.nce .2 1t 1n2ure2 t0e

pro5uct e7en .3ter t0e + 0our2 o3 5e#17ery to t0e cu2to9er6 1t 20ou#5 opt

2y2te9 o3 1n2ur.nce #1/e S.92un8 ;01c0 1n2ure2 1t2 8oo52 on#y t1##

5e#17ery to ;.re0ou2e .n5 3urt0er re2pon211#1ty 12 o3 r5p.rty$

BPL 20ou#5 .#2o concentr.te on to t0e .7.1#.1#1ty .2pect o3 1t2

pro5uct2 ec.u2e con2u9er 3ee#2 t0.t 1t2 pro5uct2 .7.1#.1#1ty 12 on#y

re2tr1cte5 to 9u#t1 r.n5 20o;roo92 BPL !ALLRIES .re not

con7en1ent#y #oc.te5$

BPL 20ou#5 .#2o concentr.te on to 19pro7e 1t2 tec0no#o8y$

&%&L%OGRAP4

Peop#e .t 20o;roo92 o3 S.92un8 ? BPL$

*'


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P01#1p Kot#er 9.r/et1n8 9.n.8e9ent$

Documents

Comparative Study of the Best Practices in Consumer Durable With Reference to Samsung & Bpl