Final Project Bsp

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APROJECT REPORT

ON

“TO ANALYSE THE CONSUMER BEHAVIOUR AND CUSTOMER SATISFACTION ABOUT PRODUCTS OF

SAIL(B.S.P)”

STEEL AUTHORITY OF INDIA LIMITED

BHILAI STEEL PLANT

SUBMITTED IN PARTIAL FULFILLMENT FOR

M M M

(2008-2010)

GUIDED BY: SUBMITTED BY:

Mr. Rahul Arora Abdul Shahid

Altab Husain

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STEEL AUTHORITY OF INDIA LIMITED

BHILAI STEEL PLANT

Certificate

This is to certify that the Project Report entitled

“TO ANALYSE THE CONSUMER

BEHAVIOUR AND CUSTOMER

SATISFACTION ABOUT PRODUCTS ” in

BHILAI STEEL PLANT submitted by Abdul

Shahid & Altab Husain for the partial

fulfillment of MMM degree from “Suryadutta

Institute Management Information

Research Pune is a bonafide presentation under

my guidance and supervision.

I wish them the best of luck for future.

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Guided By

(RAHUL ARORA)

INTERNAL GUIDE, BSP

DECLARATION

I hereby declare that this Project Report

entitled “TO ANALYSE THE CONSUMER

BEHAVIOUR AND CUSTOMER

SATISFACTION ABOUT PRODUCTS ” in

Bhilai Steel Plant has been conducted

by me and this is my original work and

this has not been submitted by me for

the award of degree or diploma.

Date : Abdul Shahid & Altab Husain

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Place : SIMIR, PUNE

ACKNOWLEDGEMENT

I take this opportunity to thank all the respected once without whose support this project could have never been completed.

I would like to thank Mr Rahul Arora (Manager M & SP dept. B.S.P.) for being our industry guide & sparing his valuable time to undertake this project and giving us real industrial exposure in such a reputed organization.

I am extremely grateful to Mr.Devendra Shrivastava(AGM M&SP B.S.P.) for giving invaluable inputs as well as moral support which helped us in successful completion of the project report.

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I would also like to thank all the employees of Marketing and Strategic Planning Department of Bhilai Steel Plant who has been associated directly or indirectly with this project and helped us in getting this present form.

CONTENTS-:

INTRODUCTION

COMPANY PRODUCTS – SAIL(BSP)

INTRODUCTION OF MARKETING DEPARTMENT

CENTRAL MARKETING ORGANISATION

PRIMARY PRODUCTS

SECONDARY PRODUCTS

ABOUT METALJUNCTION

RESEARCH DESIGN FOR SECONDARY PRODUCTS

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ANALYSIS OF QUESTIONNAIRE

CONCLUSION

RECOMMENDATIONS:-

BIBLIOGRAPHY-:

INTRODUCTION

COMPANY PROFILE

Background & History:

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SAIL traces its origin to the formative years of an emerging nation. India after independence the builders of modern India worked with a vision - to lay the infrastructure for repaid industrialization of the country. The steel sector was to propel the economic growth. Hindustan steel private limited was set up on January 19, 1954. The president of India held the shares of the company on behalf of the people of India.

Vision of SAIL“To be a respected world class corporation and the leader in

Indian steel business in quality, productivity, profitability and customer satisfaction”.

Expanding Horizon (1959-1973)

Hindustan Steel (HSL) was initially designed to manage only plant that was coming up at Rourkela. For Bhilai and Durgapur steel plants the preliminary work was done by the iron and steel ministry from April 1957, the supervision and control of these two steel plants were also transferred to Hindustan steel. The registered office was originally in New Delhi. It moved to Calcutta in July 1956 and ultimately to in December 1959.

A new steel company Bokaro Steel Limited was incorporated in January 1964 to construct and operate the steel plant at Bokaro. The 1MT phases of Bhilai and Rourkela Steel Plants were completed by the end of December 1961. The 1MT phase of Durgapur Steel Plant was completed in January 1962 after commissioning of the wheel and axle plant. The crude steel production of HSL went up from 158MT (1959-60) to 1.6MT. The second phase of Bhilai Steel Plant was completed in September 1967 after commissioning of the wire rod mill. The last unit of the 1.8MT phase of Rourkela - the tandem mill- was commissioned in February 1968. And the 1.6MT stage of Durgapur Steel Plant was completed in August 1969 after commissioning of the furnace in SMS thus with the completion of the 2.5MT stage at Bhilai 1.8MT at Rourkela and 1.6MT at Durgapur the total crude steel production capacity of HSL was raised to 3.7MT in 1968-69 and subsequently to 4mt in 1972-73.

Holding Company

The ministry of steel and mines drafted a policy statement to evolve a new model for managing industry. The policy statement was

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presented to the parliament on December 2, 1972. On this basis the concept of creating a holding company to mange inputs and outputs under one umbrella was mooted. This led to the formation of Steel Authority of India Ltd. The company incorporated on January 24, 1973 with an authorized capital of Rs.2000 Cr. was made responsible for managing five integrated steel plant at Bhilai, Bokaro, Durgapur, Rourkela and Burnpur the alloy steel plant and the Salem Steel Plant. In 1978 SAIL was restructured as an operating company.

Since its inception SAIL has been instrumental in laying a sound infrastructure for the industries development of technical and managerial expertise. It has triggered the secondary and tertiary waves of economic growth by continuously providing the inputs for the consuming industry.

SAIL Today

Sail today is one of the largest industrial entities in India. Its strength has been the diversified range of quality steel product catering to the domestic as well as the export markets and a large pool of technical and professional expertise. The total turnover of the company was an all-time high of Rs. 48681 Cr. during FY09 with a contribution of Rs. 17069.6 Cr. from Bhilai Steel Plant. SAIL also recorded PAT of Rs. 6175 Cr for FY09.

Today the accent in SAIL is to continuously adapt to the competitive business environment and excel as a business organization both within and outside India.

BHILAI STEEL PLANT

Bhilai Steel Plant in Durg district of Chhattisgarh – a symbol of Indo-Soviet techno. Economic collaboration is one of the first 3 integrated steel plants set up in 1955. This plant is presently working with a 4MT capacity per year.

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“To record my impressions of this visit is not easy, for Bhilai is one of those places which have become embedded in the national consciousness as significant symbol of new age in India. Long before one comes to Bhilai one is forcefully conscious of it, still, the impact of a visit and personal acquaintance with its manifold activities is great and a portrait of the India of future “ - said by Jawaharlal Nehru, on a visit to the site of Bhilai Steel Plant on December, 1957.

In 1956 the Management of Bhilai was vested on the Hindustan Steel Ltd. to improve the functioning of steel industry govt. decided to form a holding company during 1972. Thus SAIL, (Steel Authority of India Ltd) was incorporated on Jan 24th 1973. All shares held by the president of India in the steel co. were transferred to SAIL and they become wholly own subsidiaries of SAIL.

BSP is an ore based plant. The requirement of all principal raw materials excepting coal and managers ore is met from the captive mines of the plants. The plant owns and manages the mechanized and manual iron ore mines at Dallirajhara, situated about 100km to the south and mechanized and manual lime stone mines at Nandini about 25km to the north of the plant. The plant also owns quarries at Hirri situated near Bilaspur for Dolomite. The main source of electricity is Korba about 250km away. The steel plant has generating capacity of 86mw. Of power through their power plants to meet emergency loads in case of interruption in supply from CSEB. The water source of the plant is the Tandula irrigation system together with the Gandhi and Kharkhara water reserves.

In an integrated steel works productions processes follow one another in sequence. Thus coke ovens normally assumes the place among major units it contribute the vital coke for hot metal production. The sintering plant comes next as it produces the feed for the blast furnaces. Therefore iron making, steel making and rolling assume significance. In addition there are other vital units such as the power plant, water treatment and water works, foundry, repair shops, the

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internal rail transport and others which have each a significant role and contribute to the main stream of production of iron and steel.

BSP had adopted the technology of production which was then current abroad in the mid fifties. It had gone for the conventional route of steel making by the open-heart process, ingot mounding & rolling in mills of established repute. The 4MT expansion was based on product diversification; this was taken as an opportunity for going in for oxygen furnace steel making and continuous casting. The new units now incorporate the latest technologies including computerized operation and sophistication in facilities. The plant is engaged in the production of hot metal, pig iron, ingot steel & saleable steel. The production of iron commenced in Feb 4. 1959 and steel making commenced in Oct. 1959. Bhilai entered the export market in 1959-60 with the export of pig iron to Japan and today it is exporting to USA, France, Australia, New Zealand, Japan, South Korea and Iraq.

Bhilai has around 42158 employees. The plant has a result oriented approach to work. The chief executive at Bhilai is the Managing Director (MD) who is in overall control of all the operations of the plant, township and the mines.

ISO CERTIFICATE FOR DIFFERENT BRANCH

January 1994: ISO: 9002 Certification for SMS II & plate Mill.

Jan. 24, 1997: ISO: 9002 Certification for SMSI, Blooming & Billet Mill & Rail & Structural Mill.

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July 25, 1997: ISO: 9002 Certification for Merchant Mill & Wire Rod Mill.

July 23, 1998: ISO: 9002 Certification for recommendation of coke oven and Blast furnace.

THE BEST INTEGRATED STEEL PLANT

The prestigious prime minister’s trophy for the best integrated steel plant in India for the year 1992-93, 1993-94, 1995-96, 1996-97, 1997-98, 2003-04 and 2004-05 had been awarded to Bhilai Steel Plant of Steel Authority of India Ltd.

COMPANY PRODUCTS – SAIL(BSP)

SEMIS1. Blooms, Billets, Slabs

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LONG PRODUCTS1. Structurals

a. Beamsb. Anglesc. Channels

2. Crane Rails3. Rods 4. Wire Rods

FLAT PRODUCTS

1. Plates RAILWAY PRODUCTS 1. Rails OTHER PRODUCTS

1. Fertilizers2. Coal Chemicals3. Pig Iron

INTRODUCTION OF MARKETING DEPARTMENT

Marketing Department of Bhilai Steel Plant is known as marketing and strategic planning department. It deals with the activities of marketing of prime products and secondary products etc.

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The marketing is done in two ways.

1. Marketing of prime product where activities are co-coordinated by central marketing organization.

2. Marketing of secondary product and coal chemicals are done directly by sale of product by SAIL (BSP) marketing of these products are conducted by various sections by marketing department of Bhilai Steel Plant through e-Auction process.

Marketing Department of SAIL (BSP) is being divided under various sections as:-

Market Development and strategic planning Secondary product Coal chemicals Merchant mill Wire rod mill Rail and structural mill Billet and bloom mill Plate mill Export.

Functions of Marketing Department

To monitor the orders issued by CMO so that these orders fulfilled in time.

Coordinate with CMO to get orders for an underutilized mill.

To sell the entire secondary product directly i.e. directly by SAIL (BSP).

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Works Visit note on the functioning of

Marketing & Strategic Planning Department

Of Bhilai Steel Plant

Marketing & Strategic planning department of BSP acts as an interface between Plant & CMO for Co-coordinating marketing activities with CMO for sale of prime products. Apart from this, it also carries out direct sale of secondary products and by-products generated in plant. The activity frame work is given below in Fig-1

Co-ordination with CMO/ITD for

sale of Prime Products

Direct Sale of Secondary/by

products

Key Activities of M & SP deptt.

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I) Prime Product Area: The various activities in prime product sale namely finalizing monthly sales plan , order management, monitoring and review as well as the CSI review and complaint handling are co-ordinate through M & SP department as detailed below.

1. (a) Making Sales Plan: Although annual sales plan is made in the beginning of the year based on the demand projection by MRG/CMO, month-wise sales plan is worked out based on the actual demand indication from CMO. The plan is finalized in the sales co-ordination meeting jointly with CMO representatives from different regions. The plan takes into account the product-wise, profile-wise; quality-wise supply capability of plant and the most productive/profitable product mix in demand is finalized.

1. (b) Order Management: It is one of the structured and core processes with logistics managed by Dispatch co-ordination/ Traffic department. IT is the key enabler of the process. Customers’ requirements are clearly understood, compiled and documented and

Sales Planning

Order Mgmt

Key A/c

Mgmt

Compl-aint Handling

Secondary I & S items

Coal Chemical,

Fertilisers

Granu.slag, Misc items

Fig-1

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compared with Technical Delivery Conditions (TDC). Based on the TDC, the orders are classified as:

Standard orders: Standard orders are executed as per the laid out quality plan from steel making to dispatch.

Standard order with special conditions: The accepted special conditions are mentioned in the steel order and rolling program so that they are communicated down the line and the customer requirements are taken care of.

Special / Customised orders: In case of special orders, a separate protocol is made which is the quality plan for that order from steel making to dispatch. All export orders are treated as special orders. Protocol and TDC together ensure delivery of customised products.

In case of flat products, each order is examined before its acceptance by a cross-functional team comprising of executives from Plate Mill, SMS-II, RCL, PPC and M&SP departments. Plate enquiry committee examines the feasibility of acceptance of orders in terms of size, grade of steel, TDC and other requirements of the customers and confirms the delivery schedule. The process of “Order Processing and Delivery” of BSP products is given in Fig -2.

Customer Branch

SRM

Marketing PPC

Dispatch (Rail/Road)

Shipping Bay

Inspection, Testing (RCL)

Rolling (Shop)

Heat making

/production

Planning

Documents Order processing cycle

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As regards long products, which are primarily standard products, campaign rolling is done for various profiles and qualities as per demand projection by CMO in the sales co-ordination meeting. Orders are provided by CMO as per the commitment against which supply is made to the desired destinations.

Order Review Mechanism:Review of status of availability of orders and planning for heat

making is done on daily basis. For plates, it is done by PPC (Programming) in consultation with Plate Mill, SMS-2 & RCL. For long products, planning of heat making and review of daily performance is done by head of BBM in association with representatives from finishing mills, SMS-1, RCL and PPC.

Timely delivery in line with the customer’s requirement/commitment is planned in the daily dispatch co-ordination meeting in which SRM is present from CMO for deciding the destinations for rake dispatches. Review of plate order fulfillment (from heat making stage to dispatch of material) on weekly basis is done by head of Plate mill along with representatives from all concerned agencies. Quality related issues and fulfillment of special steel orders/ committed deliveries are reviewed by ED (Works) on weekly basis. For plate orders which cannot be serviced due to any constraint, revised delivery schedule is worked out and communicated to the customer through SRM.

1. (c) Key Account Management:

BSP is continuously striving to improve customer sales and service relationship through creativity and innovations. Categorising customers into National Key Accounts and Branch Key Accounts and making individual Key Account Manager accountable for each Key Account customer is one of the major initiatives taken in this direction. The system has been further strengthened by identifying Plant Information

Fig-2

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Coordinator (PIC) and Plant Account Coordinator (PAC) from senior level executives of BSP. This system provides the customer a single window support through KAM and a strong responsive system at the plant to take care of his needs. Regular follow-up on sales and services is done by the Key Account Managers and feedback is sent to the plant to take corrective action, wherever required. If felt necessary, meeting of plant experts are also arranged with customers to solve their problems. The Regional Managers (RMs) of CMO posted in all 4 regions also keep a close watch on product and services provided to the customers of their respective region. They personally interact with the customers.

Plant leadership is in regular touch with RMs and EDs in CMO and appropriate actions are taken by Plant / CMO to enhance customer satisfaction by organizing customer meets in the different regions with all important/key customers for improvement action at plant.

The various parameters on which customer satisfaction index (CSI) is received and monitoring and reviews are made at plant level on monthly basis includes:

1) Quality of product- Physical & Chemical etc.2) Delivery – Lead time, adherence to delivery schedule, information

on order status.3) Service- Performance of cross functional teams

In the CSI measurement process, the rating given by customer based on his perception on the product and service received. The weightage given for different parameters is decided by the customer himself depending on the importance of the parameter for him.

The CSI is reviewed at plant level every month by PAC and PIC every month along with concerned shop personel and SRM and by GM (M&SP) on quarterly basis. Suitable corrective actions are formulated and implemented to enhance the customer satisfaction level .

A flowchart of CSI monitoring and review process is given in Fig-3.

SRM

CSI Improvement Process

Key Customer

SRM

Reviews

CSI Reports

Corrective Actions

PIC/PAC (BSP)

Key a/c Mgr

SRM

Check for Improvement

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Fig-3

1. (d) Complaint Reddressal Mechanism: Apart from taking regular feedback from the customers on our products and service, there is also a well documented and structured customer complaint handling procedure which is given below. The procedure for taking corrective / preventive action is audited for checking its effectiveness regularly by Internal Quality Auditors during scheduled Internal Quality Audits as well as by the auditors from M/s LRQA, our certifying agency for ISO: 9001 QMS, during surveillance audits. The complaint data are systematically compiled, analysed and reported Management Review meeting held quarterly. This is a closed loop system where the customer is given the feedback on the corrective action taken at plant to avoid recurrence of the problem.

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In reaching out to customer, Central Marketing Organisation (CMO) is our partner for marketing of our products.

The network of CMO includes Branch Sales Offices, Warehouses and Customer contact offices. This network is supported by a strong network of SAIL dealers to ensure Bhilai steel reaches even in the remotest areas of our country.

Our Export market is catered to by International trade Division

M & SP department facilitates in effective implementation of various

strategies adopted by BSP in enhancing customer satisfaction that are

enlisted below.

Market segmentation Internal customer

satisfaction

New product development Quality Improvement

Customisation. Customer service through IT

Maximising Value added products. Partnership with customers

Key Account Management

2. (a) Secondary Iron & Steel Products.

At present, Plant carries out Sale of secondary iron & steel products primarily through Online Forward auction (OLFA) through Metaljunction.com as per the corporate guidelines. The material is offered in different lot sizes in metal junction’s internet platform. The lots, for which the prices are more than the reserve price, are cleared for sale and the highest bidder amongst the participants where H1 price is above reserve price gets the offer to buy the material in line with the guidelines. OLFA system ensures participation from wider customer base, competitive pricing as well transparency.

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2. (b) Coal Chemicals, Fertilizers

Coal chemicals are produced from Coke oven gas by the fractional distillation process in the Coal chemical division. These products are required to be liquidated in time due to limitation in the storage as well as the explosive nature of the product. These materials are sold both to local/outside customers. The various major products sold from CCD are detailed below:

Presently both Fixed price and OLFA mode are being adopted for sale of these products. Dynamic pricing system is adopted for these products as per the market trend. The products are used in Chemical industry/ Dye Industry/ Aluminum industry etc. Ammonium sulphate is sold for agricultural sector to different states namely Chhattisgarh, Madhyapradesh, Andhrapardesh, Maharashtra, Bihar etc. The dispatches are done both by Rail and Road.

2.(c) Blast Furnace Granulated Slag

Mostly sold through long term contracts (MOUs). Other customers also buy through fixed price sales mode.

Benzene Crude Coal Tar

Toluene Granulated Pitch

Xylene SM pitch

Solvent Oil Wash oil

Still Bottom Oil Hy Creosote Oil

Hy Benzol Light Creosote Oil

Anthracene oil Light OIl

HBO/DPO/DNO Sodium Phenolate

Ammonium sulphate

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2.(d) Misc / Non Ferrous Items

Misc/Non ferrous items viz. used refractory brick bats, Cinder, Lime sludge Industrial gases etc are sold through On Line Forward Auction (OLFA)/Fixed price sale modes.

For secondary products/by-products, which has got a large no of local customer base, interaction is held on regular/continuous basis for reddressal of marketing issues, if any, raised by the customers.

CENTRAL MARKETING ORGANISATION

The Central Marketing Organization (CMO) of SAIL, headquartered in Kolkata, is India’s largest industrial marketing house. It generates home sales through a countrywide network of four regional offices, 44 branch offices, and stockyards with mechanized material handling systems, customer contact offices and authorized dealers. CMO’s International Trade Division (ITD) in New Delhi handles exports, maintaining close liaison with buyers abroad. ITD has helped establish

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SAIL's reputation as the supplier of superior steel products in over 30 countries around the globe. The Transport & Shipping Division of CMO, headquartered in Kolkata, handles dispatch of export consignments and import of coking coal and other material through four port-based branch offices.

Strengths and Strategies

SAIL is the market leader in the Indian steel industry with a sales turnover exceeding Rs. 48000 Cr. Meeting around a third of the country's requirement of saleable steel (including semi-finished steel), SAIL's strength lies in its being the largest steel producer with a wider product range than any other domestic steel maker. As a result, it remains the only company able to service a combination of requirements from a large customer base within a shorter time frame. Besides, only SAIL manufactures certain items such as rails, wheels/axles for rail coaches and wide plates, enabling it to service several niche markets. The company is also among the select few manufacturers of API grade steel in the country servicing the stringent demands of the oil & gas transportation sector. SAIL's market-oriented product mix is complemented by a basic marketing philosophy which rests on value generation:

Extensive customer contact Key account management A segment-wise approach Delegation of decision making authority to experienced field

executives Close monitoring of order servicing Attention to customer services Customer satisfaction

This strategy has paid immense dividends over the years, enabling SAIL to maintain a large and loyal customer base. Customers in the majority of steel-consuming sectors prefer SAIL for the ready availability of its wide product range, capability of delivering high volumes, and the penetrative marketing network offering application engineering and prompt after-sales service.

Segments serviced

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Leading the steel-consuming market segments being serviced by SAIL is the construction segment which accounts for around a third of the country's total steel consumption, higher than any other segment. SAIL has been an active and steady supplier in this and the related fabrication segment. Offering a variety of products – rounds, wire rods, thermo-mechanically treated bars, Structurals, plates, hot/cold-rolled sheets and galvanised sheets – comprising a complete steel package for project managers, SAIL is ideally positioned in this sector.

The Indian Railways are the single largest customers of SAIL. The Railways’ entire requirement of track materials is met by the company. Huge quantities of SAIL steel are also consumed by the manufacturers of railway coaches, wagons and locomotives in the country. SAIL has been constantly updating its production processes and facilities to accommodate the changing demands of the Indian Railways for ensuring higher levels of safety during rail travel.

Specialised Customer Care

While the overall marketing efforts of SAIL focus on the customer, the company has introduced some measures for total customer satisfaction. First among these is the reorientation of the entire marketing workforce into two product-based groups – flat and long. This has been done in order to achieve closer interfacing and coordination with both customers as well as the steel plants, and to ensure that a customer receives focused attention from marketing personnel specialised in the particular product area.

A Key Account Management system has also been introduced to provide superior quality of service to major customers. Every such customer receives single window support services from key account managers appointed at the branch and regional levels. Major customers are also provided assured services like door delivery of material. Keeping in mind the requirements of customers who want small quantities of steel, SAIL has appointed Authorised Dealers across India, even at remote locations, so that quality steel products – particularly Galvanised Sheets and TMT Rebars – can reach the furthest corners of the country.

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SAIL also supplies cut-to-size steel materials to its customers from its newly-promoted Service Centre at Bokaro set up as a joint venture.

SAIL has posted its application engineers in key locations to provide customers with the benefit of on-site demonstrations of material usage and technology transfer packages. These experts, combining metallurgical knowledge and marketing skills, play a key role in solving application problems for customers.

PRIMARY PRODUCTS

Primary Products are main products of SAIL (BSP). Most of the revenue of the company is generated through these products. Primary products basically include:

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Blooms, Billets, SlabsBeams, Angles, ChannelsCrane RailsRodsWire RodsPlatesRails

Primary products are mainly classified into two groups:

1. Long Products2. Flat Products

Long Product includes – Beams, Angles, Channels, Crane Rails, Rods, and Wire Rods. Flat Product includes – Plates

SAIL is having a tool for measuring the Satisfaction level of the customers with respect to some factors (Quality, Delivery and Service) which is known as Customer Satisfaction Index (CSI). To measure the Customer Satisfaction Index, company is taking the feedback on the above mentioned factors for every purchase with each and every customer of Primary Products. (Format of Customer Satisfaction Index Feedback Form is attached in the Appendix)

MAJOR COMPETITORS OF SAIL IN PRIMARY PRODUCTS

TATA STEELS

JINDAL STEELS

UTTAM STEELS

SR STEELS

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RINL

ANALYSIS OF CUSTOMER SATISFACTION INDEX FOR PRIMARY PRODUCTS

The table below shows the average Customer Satisfaction Index for primary products (LONG Products & FLAT Products) for the last three financial years 2006-07, 2007-08, and 2008-09.

[

YEAR LONG PRODUCTS FLAT PRODUCTS

QUALITY DELIVERY SERVICE AVERAGE QUALITY DELIVERY SERVICE AVERAGE

2006-07 92.69 88.42 93.69 91.60 97.62 83.55 92.58 91.25

2007-08 91.77 87.85 94.89 91.50 98.82 88.22 91.06 92.70

2008-09 93.89 93.82 96.15 94.62 99.44 84.46 95.76 93.22

AVERAGE 92.78 90.03 94.91 98.63 85.41 93.13

AVERAGE CUSTOMER SATISFACTION INDEX

YEAR LONG PRODUCTS FLAT PRODUCTS

QUALITY DELIVERY SERVICE AVERAGE QUALITY DELIVERY SERVICE AVERAGE

2006-07 92.69 88.42 93.69 91.60 97.62 83.55 92.58 91.25

2007-08 91.77 87.85 94.89 91.50 98.82 88.22 91.06 92.70

2008-09 93.89 93.82 96.15 94.62 99.44 84.46 95.76 93.22

AVERAGE 92.78 90.03 94.91 98.63 85.41 93.13

From the above table, it can be easily concluded that satisfaction level of customer for Quality has increased over a period of three years for the Long as well as Flat Products.

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In case of Delivery, the satisfaction level of customers of Long Products for Delivery has increased but the customers of Flat products are not satisfied with Delivery process of SAIL (BSP).Satisfaction level of customers for Service, in case of both Long & Flat Products has increased over the period of three years.

C.S.I. Analysis for Long Products (Graphs)

1. Graph for average C.S.I. of Long Products for the period of three years.

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Above Graph shows the continuous improvement in Customer Satisfaction Index (CSI) for the period of three years.

2. Graph showing the comparison of Satisfaction level of customers for different parameters like Quality, Delivery and Service over a period of three years for Long Products.

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Above graph shows that the Satisfaction level for Quality, Delivery and Service has increased over the last three years.

Satisfaction level for Quality and Delivery for the financial year 2007-08 was lower than that of the previous year i.e. 2006-07.

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C.S.I. Analysis for Flat Products (Graphs)

1. Graph for average C.S.I. of Flat Products for the period of three years.

Above Graph shows the continuous improvement in Customer Satisfaction Index (CSI) for the period of last three years.

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2. Graph showing the comparison of Satisfaction level of customers for different parameters like Quality, Delivery and Service over a period of three years for Flat Products.

Above graph shows that the Satisfaction level for Quality and Service has increased over the last three years.

But the Satisfaction level for Delivery came down significantly for the year 2008-09.

Satisfaction level for Service in the year 2007-08 was lower than that of the previous year i.e. 2006-07.

OVERALL CONCLUSION

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Satisfaction level for all the three factors Quality, Delivery and Service for the Long Products are increasing continuously over the last three years.

While, in case of Flat Products, Satisfaction level for Delivery decreased significantly.

If, we look the overall CSI output, it can be concluded that Delivery is major concern for company which needs immediate attention, as the average CSI for Delivery is around 85-90% which is very less in comparison to Quality and Delivery (92-96%) for both Long and Flat Products.

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COMPLAINTS OBTAINED THROUGH CUSTOMERS REGARDING QUALITY, SERVICE AND DELIVERY

Customer complaints regarding Quality

Poor quality of lamination

Off chemistry material

Problem of cracks in the products

Customer complaints regarding delivery:

Invoicing problem.

Information of the order status.

Loading of the materials in the wagon.

Customer complaints regarding services:

Poor performance of cross functional team. Poor performance of Branch Sales office.

Delay in order confirmation.

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RECOMMENDATIONS AND STEPS TAKEN BY SAIL (BSP) FOR REDUCING THE FURTHER COMPLAINTS

For improvement of Quality:

Increased inspection of finished products.

Improvement in TMT bars according to customer requirements.

Key structured customer meet at branch level(every month)

Mason meets.

For improvement of Delivery:

Online service for invoice: From 2008-09 everyday at 6.00 P.M. an email is generated which describes the invoice details.

Improvement in wagon loading : o loading & unloading time is reduced and o Maximum uses of wagon capacity.

Introduction of freight operating information system (FOIS): Through this every movement of the dispatched material is traced by all the branches through internet.

Provision of Enterprise Resource Planning.

Introduction of spot invoicing: Invoice is generated at the same time and at the place of dispatch so that delivery time gets optimised and reduces the unloading time at the customer’s place.

No held up time.

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For improvement of Service:

Intensify the dealer network: Covered almost all the districts in the country (623/625 in India).

Rewarding the dealers.

After sales service:o Improving the invoice generation process. o Increasing the stockyards to handle the complaints quickly.

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SECONDARY PRODUCTS

Scraps generated inside Bhilai Steel Plant are termed as secondary products, in the course of manufacturing process. In every stage of production, always there will be certain percentage of product which do not fit to the standard quality, size & specification, such product are termed as secondary product. Moreover, while shaping the prime product both end & sides are cut, these extra materials are also categorized as secondary product in SAIL (BSP) as they are re-rollable.

Secondary section started functioning after the commencing of Bhilai Steel Plant. The secondary product section of the marketing department is solely responsible for the selling of secondary products and by products of SAIL (BSP). All the defective/ rejected items: this department except the rejected/ defective plates sells scrap. The defective plates are sold by Central Marketing Organisation (CMO) since December 2001. The secondary products are sold by online auction sale, tender and fixed price sale.

Following items fall under the category of secondary products:-

Defective Heavy blooms. Defective billets/ billets cutting. Defective/ Rejected slobs. Plate mill side shearing. Plate mill end shearing. Defective/ Rejected rails. Rails cutting. Rod cutting. Defective Rolled slabs from bloom and billet mill. Iron scrap. Spillage slag. Blast furnace granulated slag. Coal rejects. Bloom end cutting. Coal chemicals.

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Necessity of Selling the “Secondary Products”

The net sales from all the secondary products, by products and co-products of SAIL (BSP) are around Rs. 1591 crores in FY09 which is quite more than money the big industries. Out of this steel scrap arising itself brings about Rs. 1290 crores of money every year. Re-production of primary product from the secondary product requires re-melting it again for the required composition of the materials as per the desired specification.

By selling it to the different mills/traders/processors the plant earn a decent amount of money which is basically utilized as working capital for day-to-day spending.

Profit is the main aim of every business and when the realization of these products for the finished products proves to be costlier the management plant decided to sell it to local market. By selling secondary products to the local market new industries are developed for re-rolling the secondary material to make finished product. It has also increased the small-scale industries and employment opportunities.

Marketing of Secondary Products

During the seventies and eighties when the plant was one million-tonnes and 2.5 million-tonnes of capacity respectively arising of secondary products were limited and such arising were recycled for re-melting. Therefore there was no scope for marketing in other words it was not economical. The plant capacity has been increased from 2.5 million tons to 4 million tons in the late eighties. New technology has been adopted while increasing the capacity of the plant where by the use of arising for re-melting drastically reduced. This has given more reasons for the marketing/selling of secondary products.

In the nineties we have seen lot of changes in the economic scenario of the country. The concept of more employment in public sector enterprises has changed to more profit. There by the plant also has geared up its strategy towards this end. One of the strategies adopted by the plant for increasing the profit is marketing of secondary

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product. In the recent years a number of foundries and re-rolling mills come into existence throughout the country. These small-scale sectors need the “secondary product” as input raw material for their production. The company has engaged in educating them the use of secondary products for different kinds of end products for consumption of general public. The plant extends all types of facilities and assistance to these small-scale units which in turn give scope for more employment opportunities.

The plant for marketing has adopted following strategy following strategy;

1. Committed delivery.2. Competitive price.3. Quick complaint settlement.4. Culture of customer service.

COMMITTED DELIVERY:-

Achievement of the goals of 100% fulfillment of contractual obligation of delivery is important as customer must develop confidence that B.S.P. delivers in time. To ensure this appropriate action is to be taken in the following areas:-

Movement of scraps & other materials from plant to customers. Delivery of documents in time Monitoring.

CUSTOMISED PRODUCT MIX:-

Matching the product mix with the customer requirement is the key to the customer satisfaction. B.S.P. has to ensure what type of materials are required by customer and supply the materials the customers needed.

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COMPETITIVE PRICE:-Success in a competitive market depends on competitive

advantage in terms of delivery & price. Competition from other steel products is likely to increase in the context of recent changes. This can be achieved only through continuous cost reduction & improvement in pricing policies.

QUICK COMPLAINT SETTLEMENT:-

In this context the complaint from the customer comes to the Branch Sales Office (BSO) where it is handled in two phases:

In the first phase, the minor complaints are solved by the concerned Application Engineer.If the complaint is complicated then it is known as Registered Complaint and is solved in second phase where it is solved by the M & SP department & a meeting is conducted by the M & SP dept., Research & Complaint laboratory & concerned shop. Then the required preventive/corrective actions are taken.

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About www.metaljunction.com

Metal junction is now the largest e-marketplace for steel in the world, having sold over 4 million tonnes of steel for its clients and currently selling at an average rate of 150,000 tonnes per month. The buyer community of 5400 plus buyers comprising traders, fabricators, re-rollers and end-users have placed their confidence on metal junction because of the operational efficiency, transparency and equal access that the platform provides. Metal junction's clients have experienced significant benefits on migrating to online selling. Immediately on migration, from their traditional sale process, to the metal junction online process, their price realizations increased by up to 23%.

INDUSTRY ACCREDITATIONS

In its quest for business excellence, rock-solid processes and performance, Metal junction has become a member of many associations and societies and has picked up leading certifications, besides ISO 9001:2000, some of which have been represented here:

Nasscom CII

IIMM

QMS

INNOVATION REWARDED

Just as energy is the basis of life itself and ideas the source of innovation, so is innovation the vital spark of all human change, improvement and progress. — Theodore Levitt

At Metal junction, innovation is a way of life and over the years, the company has come up with ground-breaking innovations in every function, be it operations, customer care, technology or administration. Besides having helped the company to improve the processes, reduce costs and increase profitability, continual innovations have succeeded in adding value to the customers as well as had a positive impact on the socio-economic progress of the nation as a whole.

http://mjunction.in/downloads/nasscom.pdf

http://mjunction.in/downloads/QMS.pdf

http://mjunction.in/downloads/IIMM.pdf

http://mjunction.in/downloads/CII.pdf

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BENEFITS FOR BUYERS

With e-Sales process, steel consumers whether small or large, are assured of the quality delivered to them in the most simple, efficient and transparent manner anywhere in the country. Metal Junction constantly strives to ensure that our buyers remain not more than a click away from fulfilling their steel requirements.

Metal junction has had clients from Mandi Gobindgarh, Ludhiana, NCR, Kanpur, Raipur, Bhilai, Mumbai, Gujarat, Bangalore, Chennai, Coimbatore, Hyderabad, Orissa, West Bengal and even Guwahati.

Buying steel on Metal junction brings the following advantages:

1. No time wasted in negotiations with company executives.

2. Transparent pricing based on current market situation, totally free of bias.

3. Increased productivity.

4. Value added services like inspection and finance

BENEFITS FOR SELLERS

Metal junction not only offered the steel companies the opportunity to cut costs but also to increase revenues and enhance margins. Increased reach enabled Companies to discover new buyers for their products and increased discovery of new buyers over the Internet had a significant impact by increasing realizations considerably. Metal junction has brought in about marked improvements in the steel Supply Chain Management through:

1. Efficiency in process

2. Increased Reach

3. Lower costs to buyers through dis-intermediation.

4. Transparency across the supply-chain.

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FORWORD AUCTION

Metal Junction is now the largest e-marketplace for steel in the world. Under the aegis of Metal junction the companies have successfully sold over 4 million tonnes of steel for Metal Junction’s clients and are currently selling at an average rate of 150,000 tonnes per month! By using technology, primarily the internet, Metal Junction provide the steel companies an opportunity to cut costs and at the same time increase revenue and enhance margins. The internet increases the reach of the companies in discovering new buyers, which in turn bring about quicker realizations. In addition to this the efforts have played a pivotal role in initiating major improvements in the supply chain management process by introducing three distinct product market segments:

Commoditized Steel products Branded Steel Products

Build to Order Steel Products

WHAT IS AN E-AUCTION?

Auctions are common in markets where the goods sold are valuable (like art) or when their prices can't be easily determined. The process of an auction aims to find a fair price for the goods by identifying buyers who need them the most. Such auctions are called forward auctions. In forward auctions buyers compete with each other by placing bids for the goods to be sold. Metal junction has pioneered the concept of e-Auctions for steel by moving the entire process of auctions to the Internet. With state-of-art technology and unique services to support buyers and sellers in the decision making, financing and logistics stages the auction tools help enterprises realize their sales and procurement goals with considerable cost savings.

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RESEARCH DESIGN FOR SECONDARY PRODUCTS

Step-1: Define the Research Problem.

PRIMARY RESEARCH OBJECTIVE

To analyze the consumer behaviour and customer satisfaction about products of SAIL (BSP).

SECONDARY RESEARCH OBJECTIVE

To understand the buying pattern of local customers of SAIL (BSP) for secondary products.

To understand the major factors which influence the buying behaviour.

To understand the loopholes of the marketing process of SAIL (BSP).

To understand the impact of competitors in the sales of SAIL (BSP).

Step-2: Selection of the Data Collection Method.

Depth Interview Secondary Data

Step-3: Selection of the Measurement technique.

Questionnaire

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Step-4: Selection of the Sample.

1. Defining the Population.

o As our topic of research is to study the sales of secondary product, so our population will consist of all the customer of BSP.

2. Specifying Sampling Frame.

o The local customers of secondary products would be considered as the representatives of the population.

3. Select Sampling Unit.

o Companies of Local Area.

4. Selection of sampling method.o Nonprobability Samples (Judgement Samples).

5. Determination of Sample Size.o The questionnaire was filled up by approximately 30

customers located at the city of Raipur and Bhilai.

6. Select the Sample.

Step-5: Analysis of Questionnaire.

Step-6: Preparation of Research Report.

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ANALYSIS OF QUESTIONNAIRE

1. Rate the following factors that influence your choice of vendors.

RatingPrice Quality Delivery Service Availability

Response % of Resp.

Response % of Resp.

Response % of Resp.

Response % of Resp.

Response % of Resp.

Most important

9 30.00%

21 70.00% 0 0.00% 0 0.00% 0 0.00%

Important 7 23.33%

8 26.67% 16 53.33%

2 6.67% 0 0.00%

Somewhat Important

12 40.00%

1 3.33% 10 33.33%

2 6.67% 2 6.67%

Less Important

2 6.67% 0 0.00% 4 13.33%

19 63.33%

5 16.67%

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Least Important

0 0.00% 0 0.00% 0 0.00% 7 23.33%

23 76.67%

TOTAL 30 100.00%

30 100.00%

30 100.00%

30 100.00%

30 100.00%

(1 - Most important, 2 – Important, 3 – Somewhat Important, 4 – Less Important, 5=Least Important)

INTERPRETATION

The above graph shows the preference of factors which influence their purchase decision. The preferences are as follows-

Most Important - Quality Important - Delivery Somewhat Important - Price Less Important - Service Least Important - Availability

2. How much you are satisfied with –(1 - Satisfied, 2 - Somewhat satisfied, 3 - Neutral, 4 - Somewhat Dissatisfied, 5 - Dissatisfied)

RatingPrice Quality Delivery Service Availability

Response % of Resp.

Response % of Resp.

Response % of Resp.

Response % of Resp.

Response % of Resp.

Satisfied 2 6.67% 11 36.67%

0 0.00% 0 0.00% 11 36.67%

Somewhat Satisfied

14 46.67%

15 50.00%

6 20.00%

16 53.33%

16 53.33%

Neutral 12 40.00%

4 13.33%

12 40.00%

13 43.33%

3 10.00%

Somewhat Dissatisfied

2 6.67% 0 0.00% 12 40.00%

1 3.33% 0 0.00%

Dissatisfied 0 0.00% 0 0.00% 0 0.00% 0 0.00% 0 0.00%TOTAL 30 100.00 30 100.00 30 100.00 30 100.00 30 100.00

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% % % % %

INTERPRETATION

The above graph shows -

The customers are satisfied with Quality & Availability.

Somewhat Satisfied with Service & Price.

But the major concern here is with Delivery (as only 20% are somewhat satisfied and 40-40% customers are Neutral and Somewhat Dissatisfied).

None of the customers are fully dissatisfied.

3. Are you able to get the timely information about the e-Auction process?

(1 - YES, 2 - NO)

Rating Response % of Respondents1 28 93.33%2 2 6.67%

TOTAL 30 100.00%

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INTERPRETATION

The above graph shows that the communication process for conducting the e-auction process is very good (as 93.33% of customers are getting timely information about the e-auction process.

4. How much are you satisfied with the process called “e-auction” for purchasing the secondary products?

(1 - Satisfied, 2 - Somewhat satisfied, 3 - Neutral, 4 - Somewhat Dissatisfied, 5 - Dissatisfied)

Rating Respondent % of RespondentsSatisfied 8 26.67%Somewhat Satisfied 19 63.33%Neutral 3 10.00%Somewhat Dissatisfied 0 0.00%Dissatisfied 0 0.00%TOTAL 30 100.00%

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INTERPRETATION

Above graph shows that customers are satisfied with the e-auction process for the purchase of secondary products (as 26.67% and 63.33% customers are satisfied and somewhat satisfied, respectively with the e-auction process).

5. How much you are satisfied with the EMD money process?



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INTERPRETATION

Almost more than half (56.67%) of the customers are not satisfied with the EMD money process.

26.67% are neutral and only 16.67% of the customers are satisfied with the EMD money process.

6.How much you are satisfied with the knowledge of SAIL (BSP) executives?



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INTERPRETATION

Above graph shows that most (90%) of the customers are satisfied with the knowledge of the executives of the SAIL (BSP).

Only 10% are neutral and none are dissatisfied.

6. How much you are satisfied with the behaviour of SAIL (BSP) executives?(1 - Satisfied, 2 - Somewhat satisfied, 3 - Neutral, 4 - Somewhat Dissatisfied, 5 - Dissatisfied)


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INTERPRETATION

Almost 70% of customers are satisfied with the behaviour of SAIL (BSP) executives.

30% are neutral.

7. Would you like to avail transportation facility from SAIL (BSP)?

(1 = YES, 2=NO

Rating Response % of Resp.

1 11 36.67%

2 19 63.33%

TOTAL 30 100.00%

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INTERPRETATION

As most of the customers of Secondary Products are using their own vehicle for transporting the material from SAIL (BSP) which is quite cheap than that of SAIL (BSP)’s transporting facilities, so most of the customers are not interested in availing the transport facilities from the SAIL (BSP), as only 37% are interested in transport facilities provided by the company.

8. Any other companies from where you buy your products?

INTERPRETATION

The response of the above question gives us the knowledge of level of competition. So, the research shows that there are not much and big Competitors of SAIL (BSP) for secondary products). Few of them are:

Jindal Steels Bhushan Steels

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NIICO Monet Ispat Pvt. Ltd. Jaiswal Traders Hira Steels Narwa Steels Jai Aambe Metal Works Ispat India Ltd. Top Worth Nivi Steels Power Pack R.R.Ispat Vinayak Traders Sai Chemicals Pvt.Ltd.

CONCLUSION:-

The major factors for the purchase decision of the customers are Quality, Delivery & Price.

Customers are satisfied with Quality, Availability, Service, but not satisfied with the delivery process of SAIL (BSP).

Communication process of SAIL (BSP) is good as most of the customers are satisfied with the timely information about e-auction process.

Customers are happy & satisfied with the e-auction process for purchasing of secondary products.

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Most of the customers are not satisfied with the EMD money process.

Customers are satisfied with the knowledge and behaviour of SAIL (BSP) executives.

Most of the customers did not require the transport facilities provided by SAIL (BSP).

RECOMMENDATIONS:-

As there is a mismatch between the major factors which are important for making purchase decision and the factors with which they are satisfied, like delivery of the products is one of important factor for customers but they are not satisfied with the delivery process. So, the delivery process must be improved for more satisfied, loyal and increased number of customers.

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Another concern here is EMD money process, Rs. 1 lakh is charged by SAIL (BSP) to qualify for e-auction process, which most of the customer are not able to bear as mostly they are small industrialists. So, the EMD must be decreased so that more number of customers can apply for e-auction process, which will ultimately increase the selling price of the products.

BIBLIOGRAPHY-:

WEBSITES:

www.sail.net.co www.metaljunction.com

REPORTS:

http://www.metaljunction.com/

http://www.sail.net.co/

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Annual Report, 2008-09SAIL Corporate Brochure

WORKING NOTE:

Marketing and Strategic Planning Department.

APPENDIX

APPENDIX – A

1. FORMAT OF CUSTOMER SATISFACTION INDEX FEEDBACK FORM FOR

M/s BHEL, TRICHY (PLATES)

M/s BHEL Trichy (Product: Plates)

Category Parameter Weightage

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Quality Thickness variation

Width variation

Length variation

Edge condition

Chemistry

10%

10%

10%

10%

10%

Delivery Lead time

Adherence to delivery schedule

Information on orders status

15%

15%

10%

Service Performance of cross functional team 10%

Total 100%

CALCULATIONS OF CUSTOMER SATISFACTION INDEX

CUSTOMER SATISFACTION INDEX FOR THE YEAR 2008-09

CUSTOMER SATISFACTION INDEX-2008-09CUMMULATIVE-CSI PRODUCT- LONG PRODUCTS

MONTH QUALITY DELIVERY SERVICE

WEIGHT SCORE % ACHIEVED WEIGHT SCORE % ACHIEVED WEIGHT SCORE %ACHIVED

Apr-08 38.33 34.17 89.13 46.67 45.14 96.74 15.00 15.00 100.00

May-08 40.00 36.56 91.39 40.00 36.31 90.76 20.00 19.44 97.22

Jun-08 43.41 40.22 92.64 40.68 35.90 88.24 15.91 14.11 88.71

Jul-08 41.92 40.79 97.29 45.38 43.06 94.87 12.69 12.15 95.76

Aug-08 41.80 39.79 95.19 42.40 39.83 93.94 15.80 15.55 98.42

Sep-08 41.15 37.98 92.29 43.85 41.44 94.52 15.00 14.13 94.23

Oct-08 41.33 38.68 93.59 45.00 42.42 94.26 13.67 13.67 100.00

Nov-08 41.79 39.82 95.30 45.71 41.98 91.84 12.50 12.50 100.00

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Dec-08 40.29 39.21 97.30 45.29 43.47 95.97 14.41 12.50 86.73

Jan-09 39.58 36.98 93.43 47.92 45.24 94.41 12.50 12.40 99.17

Feb-09 41.14 39.18 95.25 45.45 43.83 96.43 13.41 13.07 97.46

Mar-09 40.98 38.49 93.93 44.40 41.69 93.91 14.63 14.05 96.05

AVERAGE 93.89 93.82 96.15

AVERAGE CSI FOR THE YEAR 2008-09 (LONG PRODUCTS) = 94.62

CUSTOMER SATISFACTION INDEX-2008-09

CUMMULATIVE-CSI PRODUCT- FLAT PRODUCTSMONTH QUALITY DELIVERY SERVICE

WEIGHT SCORE % ACHIEVED WEIGHT SCORE % ACHIEVED WEIGHT SCORE % ACHIEVED

Apr-08 50.00 48.75 97.50 40.00 23.18 57.96 10.00 10.00 100.00

May-08 50.00 50.00 100.00 40.00 36.75 91.88 10.00 10.00 100.00

Jun-08 46.67 46.67 100.00 40.00 33.75 84.38 13.33 12.50 93.75

Jul-08 50.00 50.00 100.00 40.00 33.75 84.38 10.00 10.00 100.00

Aug-08 50.00 49.69 99.38 41.25 32.40 78.55 10.00 9.38 93.75

Sep-08 48.00 48.00 100.00 40.00 30.18 75.44 12.00 10.45 87.08

Oct-08 43.64 43.36 99.38 40.00 34.64 86.59 16.36 13.86 84.72

Nov-08 50.00 50.00 100.00 38.75 35.73 92.19 11.25 11.25 100.00

Dec-08 43.75 43.75 100.00 40.00 36.41 91.02 16.25 15.63 96.15

Jan-09 45.00 45.00 100.00 40.00 36.56 91.41 15.00 14.58 97.22

Feb-09 42.50 41.25 97.06 40.00 36.75 91.88 17.50 17.50 100.00

Mar-09 42.50 42.50 100.00 38.75 34.06 87.90 17.50 16.88 96.43

AVERAGE 99.44 84.46 95.76

AVERAGE CSI FOR THE YEAR 2008-09 (FLAT PRODUCTS) 93.22



CUMMULATIVE-CSI PRODUCT- LONG PRODUCTS



Apr-07 44.00 40.00 90.91 40.50 37.88 93.52 15.50 14.50 93.55

May-07 42.00 37.25 88.69 41.50 38.13 91.87 16.50 15.50 93.94

Jun-07 45.42 44.27 97.48 37.08 35.31 95.22 17.50 15.21 86.90

Jul-07 30.00 25.00 83.33 55.00 40.00 72.73 15.00 15.00 100.00

Aug-07 40.00 37.19 92.97 41.25 37.50 90.91 18.75 17.50 93.33

Sep-07 49.23 44.06 89.49 38.69 30.67 79.27 13.46 13.08 97.14

Oct-07 50.00 43.44 86.88 41.25 34.38 83.33 8.75 8.13 92.86

Nov-07 42.00 38.00 90.48 41.00 36.27 88.45 15.00 14.00 93.33

Dec-07 43.00 39.00 90.70 42.00 36.00 85.71 15.00 14.00 93.33

Jan-08 42.85 38.69 90.29 42.03 36.24 86.21 15.05 14.10 93.69

Feb-08 50.00 50.00 100.00 33.00 30.50 92.42 17.00 17.00 100.00

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Mar-08 46.25 46.25 100.00 38.13 36.06 94.59 15.63 15.71 100.57

AVERAGE 91.77 87.85 94.89

AVERAGE CSI FOR THE YEAR 2007-08 (LONG PRODUCTS) 91.50


CUMMULATIVE-CSI PRODUCT- FLAT PRODUCTS



Apr-07 38.13 37.81 99.18 40.00 34.53 86.33 21.88 21.09 96.43

May-07 50.00 50.00 100.00 40.00 34.58 86.46 10.00 10.00 100.00

Jun-07 35.00 34.06 97.32 38.33 32.75 85.43 26.67 24.58 92.19

Jul-07 39.33 38.75 98.52 39.33 35.12 89.28 21.33 20.60 96.56

Aug-07 39.17 37.98 96.97 40.00 36.58 91.46 20.83 20.52 98.50

Sep-07 37.50 36.88 98.33 40.00 34.92 87.30 22.50 22.00 97.78

Oct-07 39.09 38.91 99.53 40.00 37.77 94.43 20.91 20.64 98.70

Nov-07 39.75 39.20 98.62 39.67 35.18 88.69 20.59 19.92 96.75

Dec-07 38.00 38.45 101.18 40.00 35.00 87.50 30.00 19.00 63.33

Jan-08 39.00 39.20 100.51 40.00 35.00 87.50 30.00 18.00 60.00

Feb-08 34.44 33.25 96.53 40.00 35.33 88.33 25.56 24.67 96.52

Mar-08 32.86 32.57 99.13 40.00 34.36 85.89 27.14 26.04 95.92

AVERAGE 98.82 88.22 91.06




CUMMULATIVE-CSI PRODUCT- LONG PRODUCTSMONTH QUALITY DELIVERY SERVICE


Apr-06 43.54 40.88 93.89 41.05 37.19 90.60 15.41 14.17 91.99

May-06 50.00 50.00 100.00 31.67 26.67 84.21 18.33 17.50 95.45

Jun-06 50.00 43.77 87.54 36.67 32.50 88.64 13.33 13.33 100.00

Jul-06 38.33 34.68 90.47 46.43 42.32 91.15 15.24 14.88 97.66

Aug-06 40.00 33.13 82.81 50.00 37.19 74.38 10.00 9.38 93.75

Sep-06 43.54 40.88 93.89 41.05 37.19 90.60 15.41 14.17 91.99

Oct-06 49.00 47.13 96.17 32.50 27.25 83.85 18.50 15.75 85.14

Nov-06 42.50 40.94 96.32 42.50 37.31 87.79 15.00 13.63 90.83

Dec-06 44.32 41.36 93.33 40.23 38.30 95.20 15.45 14.66 94.85

Jan-07 35.71 33.21 93.00 49.29 46.96 95.29 15.00 15.00 100.00

Feb-07 42.73 42.27 98.94 42.27 37.61 88.98 15.00 13.64 90.91

Mar-07 47.00 40.38 85.90 39.50 35.70 90.38 13.50 12.38 91.67

AVERAGE 92.69 88.42 93.69

AVERAGE CSI FOR THE YEAR 2006-07 (LONG PRODUCTS) 91.60

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CUMMULATIVE-CSI PRODUCT- FLAT PRODUCTS



Apr-06 40.00 39.23 98.08 38.00 33.00 86.84 18.00 17.00 94.44

May-06 39.50 39.33 99.57 40.00 32.00 80.00 18.00 17.00 94.44

Jun-06 40.00 38.00 95.00 40.00 35.00 87.50 15.00 14.22 94.80

Jul-06 41.84 40.79 97.48 40.79 32.66 80.06 17.37 16.38 94.32

Aug-06 36.67 36.67 100.00 40.00 27.92 69.79 23.33 23.33 100.00

Sep-06 38.33 37.75 98.48 36.67 34.83 95.00 25.00 19.63 78.50

Oct-06 45.00 41.39 91.98 36.94 32.00 86.62 18.61 15.00 80.60

Nov-06 44.38 42.58 95.95 43.75 35.58 81.32 11.88 11.88 100.00

Dec-06 36.96 36.09 97.65 43.91 35.48 80.79 19.13 18.02 94.20

Jan-07 40.00 39.23 98.08 39.23 33.98 86.62 20.77 19.77 95.19

Feb-07 42.00 41.65 99.17 40.00 32.08 80.19 17.00 14.98 88.09

Mar-07 42.50 42.50 100.00 38.75 34.06 87.90 17.50 16.88 96.43

AVERAGE 97.62 83.55 92.58


QUESTIONNAIRE-:

We are Project Trainees at SAIL- Bhilai Steel Plant conducting a research on “To analyze the consumer behaviour and customer satisfaction about products of SAIL (BSP)”. Your cooperation by filling up this questionnaire will help us to understand some of the possible results. The information provided by you will be used for academic purpose and all the information provided will be kept confidential.

1. What are the primary products you deal in?

___________________________________________________________

___________________________________________________________

2. Monthly Average Secondary Products purchase (tonnes):

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<1,000 □ 1,001-2,500 □

2,501-4,000 □ >40,001 □

3. Monthly Average Secondary Products purchase from SAIL (BSP) (tonnes):

<1,000 □ 1,001-2,500 □

2,501-4,000 □ >40,001 □

4. What is the frequency of purchase of secondary products?

1-2 months □ 3-5 months □

6-9 months □ >9 months □5. Rate the following factors that influence your choice of vendors.

(1 for most important and 5 for the least important)

Price

Quality

Delivery

Service

Availability

6. How do you come to know about the scrap and by products of BSP?

a) Through Internet b) Through Sales Executive

c) Word of mouth d) others

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Please specify_____________

7. Are you able to get timely information about the e-Auction process?

YES □ NO □

8. Kindly read the following statements and tick mark the appropriate choice where:

1- Satisfied 2- Somewhat satisfied 3- Neutral4- Somewhat Dissatisfied5- Dissatisfied

1 2 3 4 51. Are you satisfied with marketing

process of BSP?2. How much are you satisfied with the

following things of BSP?a. Pricingb. Deliveryc. Qualityd. Servicee. Availability

3. How much are you satisfied with the “e-auction” process of BSP?

4. How much are you satisfied with the knowledge of SAIL (BSP) Executives?

5. How much are you satisfied with the EMD money process?

6. How much are you satisfied with the knowledge of SAIL (BSP) Executives?

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9. Any companies other than BSP, from where you purchase your products

____________________________

____________________________

____________________________

10. Any recommendation for further improvement:

____________________________________________________________________________________________________________________________________________________________________________________________________________________________________

RESPONDENT’S INFORMATION :

A) Respondent’s Name: ___________________________________________________________

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B) Designation: ___________________________________________________________

C) Company’s Name: ___________________________________________________________

Date: _________ (Signature)