Final Project on Business Buyer Behavior - Copy

7/29/2019 Final Project on Business Buyer Behavior - Copy

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Summer Internship Project Report

On

To study business buyer behavior of cylinder

BHARAT PUMPS COMPRESSOR LTD.

(A Government of India Enterprise)

NAINI, ALLAHABAD- 211010

Submitted in partial fulfillment of the requirements for the Two Year Full Time

Post Graduate Diploma in Management

By: Under the Guidance of

Student Name: Alok Kumar 1. Dr.S.P.Singh

I.T.S- IM

Enrollment No: 13061 2. Mr. O. P. Shukla

Batch: 2011-13 Dy. Manager Training

I.T.S- Institute of Management

Greater Noida

Session:2011-13


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CERTIFICATE OF ORIGINALITY

I hereby declare that this Summer Internship Project is my own work andthat, to the best of my knowledge and belief, it reproduces no material

previously published or written that has been accepted for the award of any

other degree of diploma, except where due acknowledgement has been

made in the text.

Alok Kumar

Enrollment No. 13061

Date:


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Date: .

TO WHOMSOEVER IT MAY CONCERN

This is to certify that Mr. /Ms. of I.T.S- Institute of

Management, Greater Noida PGDM Batch 2011-13 has successfullycompleted his/ her summer internship under the guidance of Mr./

Ms(Industry Mentors Name) for a duration of

..weeks, from.to, 2012.

During his/her tenure with us, we found him/her ..

We wish him/ her all the very best for future endeavours.

Signature

Name

Designation

Organization seal


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CERTIFICATE

This is to certify that Mr. ALOK KUMAR PGDM (2011-13 Batch) a

student of I.T.S- Institute of Management, Greater Noida has undertaken

the project on Project Title. The survey, data collection, & analysis work

for preparing the project has been carried out by the student in partial

fulfillment of the requirements for the award of PGDM, under my guidance

and supervision.

I am satisfied with the work of Mr. Alok kumar

Date:

Faculty Mentors Name: Dr.S.P.Singh

(Signature)


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Executive summery

This Study has been done with an aim of determining the various factors which would influence

the rate of sale of cylinder at Bharat Pumps and Compressors Ltd. Selling of any product needs to

build relationship with customer. For building a relationship there is need for knowing the

customer behaviour and how will be they satisfied?

This project is undertaken to know the Business buyer behaviour and factors affect on the buying

decision of consumer at Bharat Pumps & Compressors limited. This study is fully based on the

collection of Primary data through questionnaire method during the summer internship program

which starts from 16th April, 2012. . The project contains several chapters namely, introduction of

organisation and topic, research methodology, finding and suggestions.

The exact scope of this project is given below:-

Help in finding out the various factors affecting the consumer buying decision of bpc Ltd.

Help in getting knowledge about expectation of consumers from product.

The study is mainly based on the data collection from primary as well as secondary

sources.

Primary data:primary data is collected from the respondent through structured questionnaires.

Secondary data: Secondary has been collected from books, internet and catalogues of the company.

For the purpose of analysis, percentage methods are used for the calculation and

the result was interpreted with graph. Chi squire test has been used to test the hypothesis.

Percentage refers to a special kind of ratio in making comparison between two or

more data and to describe relationships between the data. Percentage can also be used to compare the

relative terms, the distribution of two or more series of data.


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Chi-square test is used to find whether two or more attributes are

associated. In order to test the association of the attributes, null hypothesis and the alternate

hypothesis are taken.

Null hypothesis (H0):-states: the two attributes are independent of each other.

Alternate hypothesis (H1):- states: the two attributes are dependent to each other.

After completion of project, I found that:-

Most organizations prefer to purchase from BPC Ltd due to sales after services and

reasonable price of cylinder.

Organizations those purchaser from BPC Ltd, are satisfied with price of cylinder.

Mostly customers are dissatisfied with delivery commitment of bpc ltd.

Mostly customers are satisfied with sales after service.

Ranking of BPC Ltd is very poor in attending the customer complaints

Most customers are very likely to recommend other to purchase cylinder from BPC Ltd.

I found that mostly customers do purchase gas cylinder in more than two year.


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Contents


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PROFILE OF THE COMPANY

Bharat Pumps and Compressors Ltd. incorporated in 1970, was established at Naini. The Trans of

Yamuna area of Allahabad (U.P.) with the objective to design, manufacture and supply of capital

goods in the fluid handling field including provision of services connected therewith.

BPC which caters to the need of core sector of the economy such as oil Exploration and

exploitation, refineries, petro-chemicals and fertilizers process Industries, nuclear and thermal power

plants ,had in its earlier phases entered into Technical collaboration with word renowned

manufacturers to indigenously design and manufacture heavy duty centrifugal and reciprocating

pumps, reciprocating compressors and high pressure gas cylinders and other hi-tech oil field

equipments such as cementing units, sucker rod pumps etc.

In a very short span, the company absorbed the technology and established itself as a

world renowned manufacturer of a wide range of hi-tech products. Bpc has supplied its products to

the total satisfaction of the customers in almost all national projects of companies like ONGC, OIL,

BPCL, IOCL, HOC, RCF, Nuclear power Corporation, Dept. of Atomic Energy, and IPCLETC.

The marketing planning is must to ensure growth and continued profitability to a company. This

can be achieved through identification of market opportunities, proper investment plans and utilizing

existing resources at the right time and right place.

Without proper marketing planning a marketing manager

a) Losses control over the future of the firm, as he is not in position to know the reasons of failure and

cannot take any corrective action.

b) Faces with the problems of managing by crisis rather than design.

c) Remains busy in counteracting the well timed, well planned offensive strategies of competitors.

d) Cannot bring his company to the seat of the market leader rather the company will always be a

follower of the competitors.


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Every product is designed in a particular way - product analysis enables us to understand the

important materials, processing, economic and aesthetic decisions which are required before any

product can be manufactured. An understanding of these decisions can help us in designing and

making for ourselves.

Product analysis includes following patterns:

1. Quality of products

2. Technology of products

3. Price concerning products

4. Delivery Performance of products

5. Sales Promotion concerned with products

6. Market share

Product analysis can seem to follow a fixed pattern:

1. Think about the design from an ergonomic and functional viewpoint.

2. Decide on the materials to fulfill the performance requirements.

3. Choose a suitable process that is also economic


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PRODUCTS

Pumps and

Compressors

Centrifugal Pumps

Pumps for Application in Power Plants.

Reciprocating Piston and Plunger Pumps.

Cementing Units.

Sucker Rod Pumping Unit.

Reciprocating Compressors.

Gas Cylinders

High Pressure Seamless Industrial Gas Cylinders.

Welded Cylinders.Cylinders in Cascade for Storage of Compressed

Natural Gas (CNG)

Range of Products

Centrifugal Pumps Maximum

Power2500 KW

Maximum

Pressure140 kg/cm2

Maximum

Capacity12,000 M3/Hr

Fluids Handled Dimineralized water, Sea water, Hydocarbons,

Neptha, LPG, Carbonate Solution, Boiler Feed

Water, Benefield solution, Alkaline and Acidic

Solution, Ammonia liquor and slurry

Reciprocating Pumps Maximum

Power1700 KW

Maximum

Pressure675 kg/cm2

Maximum

Capacity

315 M3/Hr


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Fluids Handled Drilling Mud, Cementing Slurry, Crude Oil steam,

Condensate, Heavy Water, Fatty Acids, Ammonia

Carbonate, Liquid Ammonia, Water Injection

Reciprocating Compressors

Maximum Power 25,000 KW

Maximum Pressure 450 kg/cm

Maximum Capacity 70,000 NM3/Hr

Fluids Handled Air, Nitrogen, Oxygen, Carbon Di-Oxide,

Hydrocarbons, Ammonia, Synthesis Gas, Hydrogen

Sulphate, Coal Gas etc.

GAS CYLINDERS

Maximum

Pressure400 kg/cm2

Maximum

Capacity110 Litres.

Fluids Handled Oxygen, Nitrogen, Hydrogen, Argon, Air,

Helium, Carbon Di-Oxide, Nitrous Oxide,

Acetylene, Ammonia, Chlorine, Freon, LPG,

Compressed Natural Gas (CNG)


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PRODUCTS OF BPCL

PUMPS AND COMPRESSORS:

Pumps:

1. Reciprocating pumps

2. Centrifugal pumps

Compressors:

1. Reciprocating Compressors

Gas cylinders:

1. High Pressure Seamless Industrial Cylinders

2. Welded Cylinders.

3. Cylinders for Compressed Natural Gas (CNG)

DIVERSIFICATION EFFORTS:

The company has embarked upon an ambitious plan to add its product range, cementing and

factoring unit sucker rod pumps, mini and micro hydro turbines, boiler feed pumps and nuclear

pumps. The diversification efforts would be directed towards self-sufficiency in the capital goods

requirement in the oil and petrochemical industries.

Facility:

To cope up with the challenge of indigenous manufacturing highly technical sophisticated

products equaling international standard of quality and performance BPCL has installed a most

modern and sophisticated special and general purpose machine assembly, testing shops, heat

treatment and most fabricated shops.


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The machine center has in operation the latest computerized numerically control (CNC)

machines. Test facilities in factory are capable of full load testing of the completed products range to

2000 KV endurance testing is conducted without affecting other program. Heat treatment such as

hardening, tempering, winding, normalizing etc. can be done for the component up to 1800 mm

length. The critical components are fabricated as per international standards.

Three different assembly shops are catering the need for assembly and utilization of

centrifugal and reciprocating compressors. Utilization involves mounting on skill with prime mover

and associated system including various instruments, control system, high pressure piping etc.

Quality assurance:

Backed up by metallurgical and other laboratories the quality assurance programs confirm to

international specification and requirement. The products and compressors meet the specification of

international codes such as API and are fully guaranteed for performance on basis of proven a most

update designs. Gas cylinders are manufactured as per ISI and usage approved from the Chief

controllers by explosive Nagpur.

Design and Engineering:

A strong design department has been in BPCL with highly qualified and competent engineers

who has been trained in application engineering, thermodynamic calculations, hydraulic calculation

and system design in the areas of piping and instrumentation etc. a computer aided design center is

being set up.

BPCL has achieved a number of breakthroughs in R & D activity. The progress achieved in

various R & D program are.

Solar pumps:


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BPCL has already developed two stage solar pumps and complete system with solar panel,

which has been installed in companys premises and is capable of pumping 2.5 m/hr of water at a

head of 15 feet,

Ben field solution pumps:

This pump is required for a fertilizer plant is under final stage of development.

Slurry pumps:

Engineering work for development of L.C. pumps for slurry application has been completed.

Ash slurry pumps:

Engineering work is under progress on ash-slurry pump requiring for thermal power plant.


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SECTORS THAT COMPANY SERVE

We have products for all core sectors

BPCL has been catering to the needs of core sectors of economy in India by way of offering

products/services in close association with user organization. BPCL is taking an active part in

progress of modern Indian by way of participating in supplying equipments to prestigious projects of

National importance.

Major core industries served by us are:

Oil and Gas Exploration and Exploitation

Refinery

Petrochemicals

Chemicals

Fertilizers

Thermal and Captive Power

Nuclear power

Defense

Environment

Steel

Cross Country Crude and Product Pipelines

Automobile


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IMPORTANT CLIENT

Oil & Natural Gas Commission.

Indian Oil Corporation.

Hindustan Petroleum Corporation.

Fertilizer Corporation of India Ltd.

Indian Farmers Fertilizer

Corporation.

Gas Authority of India Ltd.Indian Petro-Chemicals Ltd.

Madras Refineries Ltd.

Oil India Ltd.

Bharat Petroleum Corporation.

Engineers India Ltd.

National Fertilizer Corporation.

Indo Gulf Fertilizers Corporation.

Indraprastha Gas Limited.

Bongaigaon Refineries & Petro-

Chemicals Ltd.

Cochin Refineries Ltd.

Tamil Nadu Petro-Chemicals Ltd.


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COMPETENCY

Quality Assurance

Programmers conform to

International

specifications and

requirements.

Research and

Development efforts are

supported by test

facilities for model

testing in the centrifugal

pumps, reciprocating

pumps and compressors

area and also carry out

live testing o

expendables etc.

Fully groomed

Installation,

Commissioning and

Spare Parts Division

renders Product Support,Technical Assistance and

advice besides providing

quick and effective after

sales service

A strong Design

Department has been

established which houses

Computer aided Design

Center. Highly qualified,

trained, experienced and

competent engineers areinvolved in application

engineering,

thermodynamic

calculations, hydraulic

calculations and systems

design in the area of

piping, instrumentation,

electrical, operational

control etc.

The company undertakes

long term maintenance

contract of the equipments

installed and

commissioned at

customers' plants, with the

objective to maximise their

profits and minimise their

risks.


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CUSTOMER SATISFACTION

In Time Delivery,

Installation

Commissioning of

Products

Common Objective To

Maximise Profits And

Minimise Cost Of The

Customer

Just In Time

Spare Parts

Management-

Low Downtime

Long Term Preventive

Maintenance Contract -

Low Cost,

Low Downtime

Continuous

And Rapid

Technological

Upgradation

On The Job Training

Programme For Customer

Operational & Maintenance

Personnel


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CONCEPTUAL FRAME WORK

MARKETING PLAN

Marketing plan is a systematic anticipation and analysis of future coupled with the

methodology for adapting such changes. It takes care of all the lapses of a marketing manager and

also highlights the weakness of the company, which would be attacked for meeting the ultimate

objective of the company i.e. Profitability through Customer Satisfaction.

IMPORTANCE OF PLANNING

There are following importance of planning to Management of Business:

Planning forces on the future direction, values and sense of purpose; basic objective tell the direction

of growth.

Planning provides a unifying decision making framework and facilities integration of efforts.

Planning helps to identify potential market opportunities and threats.

Planning offers standards of performance for comparison and evaluation and evaluation of actual

performance.

Planning enable the organization to tune its business with environment and establish a profitable

relationship with environment.

Precise plan can achieve a correct balance among:

1. Corporate resources

2. Corporate effort and

3. The Market potential

Planning assures effective management of change and thereby survival and growth and the

enterprise. If there is anything constant, it is change. Change implies progress. Change is manageable

only through conscious planning. For instance. Planning can reveal future threats and uncertainties or

probable changes in the national economy. Management can be prepared to face the change, convert


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difficulty into opportunities and meet the challenge of change (resistance to change with reasonable

success).

We determine our goals, policies, procedure and time bound precise action plans in advance and all

activities are well coordinated and direct along predetermined channels on the target markets. Hence

there is no problem of confusion or chaos, no barriers of communication and no need to grope in the

dark. Thus we have an orderly and smooth journey to arrive at our destination as per plan.


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NAME OF COMPETITORS

The company has been facing stiff competition from various manufacturers both domestic

and foreign. The major competition is from the following competitors:

Centrifugal Pumps:

Pumps Gerhard France

Kirlosker brother

KSB PUMPS (India/Germany/France)

Khimline Pumps

David Brown, U.K.

Sumitomo, Japan

SULZER, japan

EBARA, france

Neuro Pignonce

Reciprocating pumps:

Oil, Will, U.S.A.

L & T Ltd.

Ingersoll Rald

M.Govind Dar

Usha Tele Hoist

Metriplex and gamma Engineering

Urea Germany

Recirproacting Compressors, Nuovo Pingnone, Italy

Worthington, U.S.A.

Regal International, U.S.A.


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Atlas COPCP (India/Germany)

Newman Esser, U.S.A.

Thomasser, Holland.

COMPRESSORS

MAJOR COMPETITORS:

Ingersoll Rand, India / USA

Atlas Copaco, India/ Belgium

K.G. Khosla, Faridabad

Nuovo pig none, Italy

Worthington, USA

KOBE Steel, Japan

Kirlosker Pneumatics, Pune

Regal International, U.S.A.

Hitachi, Japan

Cooper Engineering, U.S.A.


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DEPARTMENTS OF BPCL

ROLE OF MARKETING DEPARTMENT:-

Before the order is placed for the product the major function of marketing department is to get the

order. To get the order the company sends its tenders on invitation. The tender should not only be in

a superior position in respect of price but also in respect of technology with its competitors.

In order to achieve the target of order booking the steps being taken by BPCL to bring about

improvement are:

i) Delivery period: Before placing any order customers tries to evaluate the past performance and

present promised with regard to delivery period So BPCL needs special attention to be in time for

dispatching of final products.

ii) Economy: Due to entry of foreign suppliers, competition has increased, especially on price front.

So BPCL is trying to reduce its cost of production by brining about all round economy in various

stages of production and distribution, so that its price is not too high.

iii) Quality: Quality of product is one of the major factors that play an important role in securing

orders and increasing Market share, therefore total attention should be given for maintaining quality

of product.

iv) After sales service: Their should be sufficient after sales service given by marketing department

for maximum consumer satisfaction.


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ROLE OF DESIGN DEPARTMENT:

BPCL have a complete team of design and development engineers. Pumps and compressors are

designed in conformity to American Petroleum Institute Standards (API), PN Europe or any other

National/International codes specified by clients/consultants. Once the marketing department to the

design department communicates the order specification, this department carries out material

requirement identification. It prepares Detailed Purchase Indents (DPI), which contains details about

each and every article to be purchased. This DPI is approved by Planning and Control important

function of design department is source identification i.e. it suggests those sources, which could

supply the technically acceptable materials.


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ROLE OF PURCHASE DEPARTMENT

The object of purchase department is to arrange the supply of materials, spare parts and services or

semi finished goods as required by the BPCL to produce the pumps, compressors and gas cylinders.

The materials planning in purchase is done in following way:-

The functioning of MPX department starts just after receiving DPI from design department. Apart

from detailed description of material, it also contains general terms and conditions i.e. delivery

schedule, inspection requirements, recommended suppliers etc.

With in a weak of receiving the DPI, MPX official float enquiry and the vendors are given a

specified time normally three weeks with in which they have to submit the offer.

One the specified date the technical bid is open and among the vendors, one who fulfills the technical

requirements at the lowest price is given that order.

After placement of purchase, order the purchase personnel follow-up regularly to gather information

about the current status of the material procurement.


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ROLE OF PLANNING AND CONTROL DEPARTMENT

Planning department carry out the function of deciding about the resources the firm will require for

its manufacturing activities and of allocating these resources to product, the desired output in

required amount at least cost. Production planning procedure can be broadly divided in three

categories:

1. Routing: The production-planning department divides the path or route over which each piece is to

travel in being transformed to finished product.

The PEX department prepares the route sheet. The route sheet of a production order contains

a complete description of the item to the manufactured, details of each operation involved in the

process, the setup- time and the standard time required to complete the work.

The PEX department looks out at the future workload of orders already on hand and seeing

date of delivery desired by customer to fix the date of delivery.

2. Scheduling: Scheduling decision allocates work loss to specify work center and determine the

sequence in which operation is performs within the available capacity. Since scheduling is an

allocating decision, it uses the resources made available by aggregate planning.

3. Machine Loading: Cachine loading the first to the time taken by various machines to change the

raw-material or semi-finished item to Finish component.

Machine loading consists of two times:

A) Set-up time- Time allowed to cover

To obtain authorization from supervisor.

To study, drawing and get clarification

To book crane for job-handling.

Collect tool, fixtures and accessories.


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B) Operation time- Time allowed to cover for:

Load the job and set the job in position

Ganging and inspection of the component

Unclamp and unload job from the machine.

Production Planning in BPCL carries out the function of verifying whether everything occurs

in conformity with the adopted plan and established policies. It point out weakness of various

departments like purchase, inventory, finance and also suggests them corrective actions.

DISPATCHING:

Dispatching is the stage when the product is completely ready to be delivered to the

customers. Just before dispatching quality control department, carry on the quality assurance

function. The accuracy of each product, components and assembly is maintained by stringent quality

control standard. Quality control personnel make every effort to ensure that high level of quality is

maintained. The testing is done as per API standard.

AFTER SALES SERVICE:

After the sales of the product as per the order of the customer, BPCL carry on the function of

Erection and commissioning. The pump or compressor is taken to the site and is erected. Next it is

demonstrated to the customer by running it at the site. Some more function, which is provided by

BPCL to its customers, are servicing, which is provided renovating the equipment and also to supply

maintenance spares in post-sales period.


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STRATEGIES / ACTION PLANS

BPCL have attained ISO 9001 certification.

BPCL is already registered with process consultants, various export houses. BPC is receiving

inquiries from EEPC, Mohan exports. Pec, etc.

BPCL has initiated action to become a member of International Trade Council.

Export possibility will also be dealt through our holding company, i.e. BYNL.

As agents are the main contacts with the ultimate customers we are also looking for appointing some

agents of repute in the foreign countries.

To participate in international trade fairs which are in India and aborad.

Contacting ultimate customers and mailing our products leaflets and brochures to them.


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INTRODUCTION TO TOPIC:-

Business buying behavior:-

The buying behavior of the organizations that buy goods and services for use in the production of

other products and services or for the purpose of reselling or renting them to others at a profit

Major Types of Buying Situation:-

1) Straight rebuy:-

A business buying situation in which the buyer routinely reorders something without any

modifications

In a straight rebuy, the buyer reorders something without any modifications. It is usually

handled on a routine basis by the purchasing department. Based on past buying satisfaction, the

buyer simply chooses from the various suppliers on its list. 'In' suppliers try to maintain product and

service quality. They often propose automatic reordering systems so that the purchase agent will save

reordering time. The 'out' suppliers try to offer something new or exploit dissatisfaction so that the

buyer will consider them.

2) Modified rebuy:-

A business buying situation in which the buyer wants to modify product specifications, prices, terms,

or suppliers

In a modified rebuy, the buyer wants to modify product specifications, prices, terms or

suppliers. The modified rebuy usually involves more decision participants than the straight rebuy.

The 'in' suppliers may become nervous and feel pressured to put their best foot forward to protect an

account. 'Out' suppliers may see the modified rebuy situation as an opportunity to make a better otter

and gain new business.

3) New Task:-

A business buying situation in which the buyer purchases a product or service for the first time

A company buying a product or service for the first time faces a new task situation. In such cases,

the greater the cost or risk, the larger will be the number of decision participants and the greater their

efforts to collect information. The new-task situation is the marketer's greatest opportunity and

challenge.


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Buying center:-

Who buys the goods and services needed by business organizations? The decision making unit of a

buying organization is called its buying center, defined as all the individuals and units that participatein the business decision-making process.

The buying center includes all members of the organization who play any of five roles

in the purchase decision process.

1) Users:-

Members of the buying organization who will actually use the purchased product or service

2) Influencers:-

People in an organization's buying center who affect the buying decisionthey often help define

specifications and also provide information for evaluating alternatives

3) Decider:-

People who have formal or informal power to select or approve the final suppliers. In routine buying,

the buyers are often the deciders or at least the approvers

4) Gatekeepers:-

People who control the flow of information to others. For example, purchasing agents often have

authority to prevent salespersons from seeing users or deciders. Other gatekeepers include technical

personnel and even personal secretaries.


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Major influences on Business buyers:-

Business buyers are subject to many influences when they make their buying decisions. Some

marketers assume that the strongest influences are economic. They think buyers will favor the

supplier that offers the lowest price or the best product or the most service. They concentrate onoffering strong economic benefits to buyers. However, business buyers actually respond to both

economic and personal factors.

1) Environmental Factors:-Business buyers are influenced heavily by factors in the current and expected economic environment,

such as the level of primary demand, the economic outlook and the cost of money. Many companies

are now more willing to buy and hold larger inventories of scarce materials to ensure adequate

supply. Business buyers are also affected by technological, political and competitive developments inthe environment. Culture and customs can strongly influence business buyer reactions to the

marketer's behavior and strategies, especially in the international marketing environment.

2) Organizational Factors

Each buying organization has its own objectives, policies, procedures, structure and systems, which

must be understood by the business marketer. Questions such as these arise; How many people are

involved in the buying decision? Who are they? What arc their evaluative criteria? What are thecompany's policies and limits on its buyers?

3) Interpersonal Factors:-

The buying centre usually includes many participants who influence each other. The business

marketer often finds it difficult to determine what kinds of interpersonal factorsand group dynamics

enter into the buying process. Buying center do not wear tags that say "decision maker" or

"unimportant person". Nor do the buying-centre participant with the highest rank always have themost influence. Participants may have influence in the buying decision because they control rewards

and punishments, are well liked, have special expertise, or have a special relationship with other

important participants. Interpersonal factors are often very Subtle. Whenever possible, business

marketers must try to understand these factors and design strategies that take them into account.


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4) Individual Factors:-

Each participant in the business buying-decision process brings in personal motives, perceptions and

preferences. These individual factors are affected by personal characteristics such as age, income,

education, professional identification, personality and attitudes towards risk. Also, buyers havedifferent buying styles. Some may be technical types who make in-depth analyses of competitive

proposals before choosing a supplier. Other buyers may be intuitive negotiators who are adept at

pitting the sellers against one another for the best deal.


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Business Buying Process:-

The decision process by which business buyers determine which products and services their

organizations need to purchase, and then find, evaluate, and choose among alternative suppliers and

brands.


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Problem Recognition:-

The first stage of the business buying process in which someone in the company recognizes a

problem or need that can be met by acquiring a good or a service.

The buying process begins when someone in the company recognizes a problem or a need thatcan be met by acquiring a specific good or a service. Problem recognitioncan result from internal or

external stimuli. Internally, the company may decide to launch a new product that requires new

production equipment and materials. Or a machine may break down and need new parts. Perhaps a

purchasing manager is unhappy with a current supplier's product quality, service or prices.

Externally, the buyer may get some new ideas at a trade show, see an ad or receive a call from a

salesperson who offers a better product or a lower price.

General Need Description:-

The stage in the business buying process in which the company describes the general characteristics

and quantity of a needed item.

Having recognized a need, the buyer next prepares a general need description that describes

the characteristics and quantity of the needed item. For standard items, this process presents few

problems. For complex items, however, the buyer may have to work with others - engineers, users,

consultants - to define the item. The team may want to rank the importance of reliability, durability,

price and other attributes desired in the item. In this phase, the alert business marketer can help the

buyers define their needs and provide information about the value of different product

characteristics.

Product Specification:-

The stage of the business buying process in which the buying organization decides on and specifies

the best technical product characteristics for a needed item

The buying organization next develops the item's technical product

specifications, often with the help of a value analysis engineering team. Value analysis is an

approach to cost reduction in which components are studied carefully to determine if they can be

redesigned, standardized or made by less costly methods of production. The team decides on the best

characteristics and specifies them accordingly. Sellers, too, can use value analysis as a tool to help

secure a new account. By showing buyers a better way to make an object, outside sellers can turn

straight rebuy situations into new-task situations that give them a chance to obtain new business.


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Product Specification:-

The stage of the business buying process in which the buyer tries to find the best vendors

The buying organization next develops the item's technical product specifications, often

with the help of a value analysis engineering team. Value analysis is an approach to cost reduction in

which components are studied carefully to determine if they can be redesigned, standardized or made

by less costly methods of production. The team decides on the best characteristics and specifies them

accordingly. Sellers, too, can use value analysis as a tool to help secure a new account. By showing

buyers a better way to make an object, outside sellers can turn straight rebuy situations into new-task

situations that give them a chance to obtain new business.

Supplier Search:-

The stage of the business buying process in which the buyer tries to find the best vendors

The buyer now conducts a supplier search to find the best vendors. The buyer can compile a

small list of qualified suppliers by reviewing trade directories, doing a computer search or phoning

other companies for recommendations. The newer die buying task and the more complex and costly

the item, the greater the amount of time the buyer will spend searching for suppliers. The supplier's

task is to get listed in the big directories and build a good reputation hi the marketplace. Salespeople

should watch for companies in the process of searching for suppliers and make certain that their firm

is considered.

Proposal Solicitation:-

The stage of the business buying process in which the buyer invites qualified suppliers to submit

proposals.

In the proposal solicitation stage of the business buying process, the buyer invites

qualified suppliers to submit proposals. In response, some suppliers will send only a catalogue or a

salesperson. However, when the item is complex or expensive, the buyer will usually require detailed

written proposals or formal presentations from each potential supplier. Business marketers must be

skilled in researching, writing and presenting proposals in response to buyer proposal solicitations.

Proposals should be marketing documents, not just technical documents. Presentations should inspire

confidence and should make the marketer's company stand out from the competition.


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Supplier Selection:-

The stage of the business buying process in which the buyer reviews proposals and selects a supplier

or suppliers

The members of the buying centre now review the proposals and select a supplier or suppliers.During supplier selection, the buying centre will often draw up a list of the desired supplier attributes

and their relative importance. In one survey, purchasing executives listed the following attributes as

most important in influencing the relationship between supplier and customer: quality products and

services, on-time delivery, ethical corporate behaviour, honest communication.

Order-Routine Specification:-

The stage of the business buying process in which the buyer writes the final order with the chosen

supplier(s)

The buyer now prepares an order-routine specification. It includes the final order with the

chosen supplier or suppliers and lists items such as technical specifications, quantity needed,

expected time of delivery, return policies and warranties. In the ease of maintenance, repair and

operating items, buyers are increasingly using blanketcontracts rather than periodic purchase orders.

A blanket contract creates a long-term relationship in which the supplier promises to resupply the

buyer as needed at agreed prices for a set time period. The seller holds the stock and the buyer'scomputer automatically prints out an order to the seller when stock is needed. A blanket order

eliminates the expensive process of renegotiating a purchase each time stock is required. It also

allows buyers to write more, hut smaller, purchase orders, resulting in lower inventory levels and

carrying costs.

Blanket contracting leads to more single-source buying and to buying more items

from that source. This practice locks the supplier in tighter with the buyer and makes it difficult for

other suppliers to break in unless the buyer becomes dissatisfied with prices or service.

Performance Review:-

This stage of the business buying process in which the buyer assesses the performance of the

supplier and decides to continue, modify, or drop the arrangement.

In this stage, the buyer reviews supplier performance. The buyer may contact users and ask

them to rate their satisfaction. The performancereview may lead the buyer to continue, modify or


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drop the arrangement. The seller's job is to monitor the same factors used by the buyer to make sure

that the seller is giving the expected satisfaction. We have described the stages that would typically

occur in a new-task buying situation.

The eight-stage model provides a simple view of the business buying decision

process. The actual process is usually much more complex. In the modified rebuy or straight rebuy

situation, some of these stages would be compressed or bypassed. Each organization buys in its own

way and each buying situation has unique requirements.

Different buying centre participants may be involved at different stages of the process. Although

certain buying-process steps usually do occur, buyers do not always follow them in the same order

and they may add other steps. Often, buyers will repeat certain stages of the process.

Institutional Market:-

The institutional market consists of schools, hospitals, nursing homes, prisons and other institutions

that provide goods and services to people in their care. Institutions differ from one another in their

sponsors and in their objectives.

Low budgets and captive patrons characterize many institutional markets. For

example, many campus-based students have little choice but to eat whatever food the university

supplies. A catering organization decides on the quality of food to buy for students. The buying

objective is not profit because the food is provided as a part of a total service package. Nor is strict

cost minimization the goal - students receiving poor-quality food will complain to others and damage

the college's reputation. Thus the university purchasing agent must search for institutional food

vendors whose quality meets or exceeds a certain minimum standard and whose prices are low.

Many marketers set up separate divisions to meet the special characteristics and needs of institutional

buyers.


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Government Markets:-

The government market offers large opportunities for many companies. Government buying and

business buying are similar in many ways. But there are also differences that must be understood by

companies wishing to sell products and services to governments. To succeed in the governmentmarket, sellers must locate key decision makers, identify the factors that affect buyer behaviour and

understand the buying decision process.

Government buying organizations are found at national and local levels. The national level is the

largest and its buying units operate in both the civilian and military sectors. Various government

departments, administrations, agencies, boards, commissions, executive offices and other units carry

out buying, Sometimes, the centra/ buying operation helps to centralize the buying of commonly

used items in the civilian section (for example, office furniture and equipment, vehicles, fuels) and in

standardizing buying procedures for the other agencies. Defense Ministries usually carry out the

buying of military equipment for the Forces.


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OBJECTIVE:-

1) To study about customer expectations from the product (cylinder).

2) To analyze the customer expectations from the manufacturer (B.P.C. Ltd).

3) To identify the factors which influences business buyer behavior?


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RESEARCH METHODOLOGY:-

Research methodology is way to systematically solve the research problem. Research, in common

terms refers to a search for knowledge. Research methodology consists of different steps that are

generally adopted by a researcher to study the research problem along with the logic behind them.

RESEARCH DESIGN:

Research design is the plan, structure and strategy of investigation conceived so as to

obtain answers to research question.

There are two types of research design. One is exploratory research and other isdescriptive research

Exploratory research:

We studied the company report, talked to the customers and employee of the company. We identified

that in spite of providing various opportunities customers may not be aware of derivative and

commodity products.

Descriptive research

Survey method was adopted for this research

DATA SOURCES:

The study is mainly based on the data collection from primary as well as secondary sources.


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Primary data: Data collected for specific purposes in the form of questionnaire

Secondary data: Data existing in the form of Books, Internet, Catalogues etc.

SAMPLING DESIGN

Definition of population: .

Sampling procedure: A non probability sampling technique i.e. convenient sampling procedure was

adopted.

Sampling size: A sample of 40 customers was selected from the target population for the study.

RESEARCH METHODOLOGY:

Research design : descriptive in nature.

Data source : data collected from primary and secondary sources.

Primary data : primary data is collected from the respondent through

these structured questionnaires.

STATISCAL TOOLS

For the purpose of analysis, percentage methods are used for the calculation and the result

was interpreted with graph.


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Statistical tools used:

Following tools are used to test the hypothesis

1. Chi-square test.

2. Percentage Analysis

PERCENTAGE ANALYSIS:

Percentage refers to a special kind of ratio in making comparison between two or more data

and to describe relationships between the data. Percentage can also be used to compare the relative

terms, the distribution of two or more series of data.

Percentage= no of respondent/ total respondent100

CHI-SQUARE TEST ANALYSIS:

Chi-square test is used to find whether two or more attributes are associated. In order to

test the association of the attributes, null hypothesis and the alternate hypothesis are taken.

Null hypothesis (HO) states: the two attributes are independent of each other.

Alternate hypothesis (HI) states: the two attributes are not independent of each other.


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ANALYSIS AND INTERPRETATION

1. Size wise classification:-.

Data:-

Size No. Of respondent Percentage (%)

Very small 10 20

Small 22 44

Medium 10 20

Large 8 16

Analysis:-

Interpretation:-

Above graph shows, there are 20% small sized organizations , 44% small sized organizations,

20% medium sized company and 16 % large sized organizations that purchase cylinder from BPC

Ltd.

very small

20%

small

44%

medium

20%

large

16%

Size of firm


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2. Monthly expenses for buying gas cylinder:-

Data:-

Capital No. of respondents Percentage (%)

1 Lacks to 2 lacks 9 18




More than 5 lacks 2 4

Analysis:-

Interpretation:-

Above graph shows,32% respondents spend 3 lacks to 4 lacks monthly for buying gas cylinder,30%

respondents spend 2 lacks to 3lacks for buying,18% respondents spends 1 to 2 lacks for buying

cylinder,16% respondents spend 4 lacks to 5 lacks for buying cylinder and 4 % respondents spend

5lacks to 6 lacks monthly for buying cylinder.

18%

30%

32%

16%

4%

Monthly expenses for buying gas cylinder

1 lack to 2 lacks 2 lacks to 3 lacks 3 lacks to 4 lacks 4 lacks to 5 lacks 5 lack to 6 lacks


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3. Capital wise classification:-

Interpretation:-

Above graph shows, 36% respondents belong to capital group of 2 crores - 3 crores,

30 % respondents belongs to capital group of 1 crores- 2 crors,18% respondents belongs to

capital group of 3 crores- 4 crores, 10 % respondents belongs to capital group of 4 crores- 5

crores and 6 % respondents belongs to capital group of more than 5 crores.

30%

36%

18%

10%

6%

Capital of orgnization

1 crores to 2 crores 2 crores to 3 crores 3 crores to 4 crores

4 crores to 5 crores more than 5 crores


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4. Reason for purchasing gas cylinder from bpc.ltd.

Interpretation:-

Above graph shows, 38% respondents purchase cylinder from bpc Ltd due to after sales

service, 30% respondents purchase cylinder from bpc Ltd due to reasonable price.28 %

respondents purchase cylinder from bpc Ltd due to time delivery commitment of delivery persons,

and 4 % respondents purchase cylinder from bpc Ltd due to better quality and technology.

4%

30%

38%

28%

Reason for purchasing gas cylinder from

bpc.ltd

Better quality and technology Reasonable Price

After Sales Services Timely Delivery


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5. Consumer satisfaction level with price:-

Interpretation:-

Above graph shows, 34% respondents are very satisfied with price, 32% respondents are satisfied

with price,

20% respondents are very neutral with price, 6% respondents are dissatisfied with price, and

8% respondents are very dissatisfied with price.

34%

32%

20%

6%8%

Satisfaction with price

Very satisfied satisfied Neutral dissatisfied very dissatisfied


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5. Satisfaction with after delivery commitment:-

Interpretation:-Above graph shows, 28% respondents are very satisfied with delivery commitment of bpc ltd, 16%

respondents are satisfied with delivery commitment of bpc ltd, 6% respondents are neutral with

delivery commitment of bpc ltd, and 50% respondents are dissatisfied with delivery commitment of

bpc ltd

Very satisfied

28%

satisfied

16%

Neutral

6%

dissatisfied

50%

Satisfaction with after delivery comitment


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6. Satisfaction with after sales service:-

Interpretation:-

Above graph shows, 36% respondents are neutral with sales after service, 28% respondents

are dissatisfied with sales after service, 24% respondents are satisfied with sales after service,

8% respondents are very dissatisfied with sales after service, and 4% respondents are very

satisfied with sales after service,

4%

24%

36%

28%

8%

Satisfaction with after sales services

Very satisfied satisfied Neutral dissatisfied very dissatisfied


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7. Rating BPCL in effectiveness in attending & resolving customer complaint:-

Interpretation:-Above graph shows, 32% respondents give rating of fair for resolving customer complaint to

bpc Ltd, 32 % respondents gives rating of poor, 14 % respondents gives rating of very poor, 12%

respondents gives rating of very good, and rest 10% respondents gives rating of good

14%

32%

32%

10%

12%

Satisfaction with attending & resolving customer

complaint


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8. Did BPC Ltd able to meet your expectation :-

Interpretation:-Above graph shows, BPC Ltd was able to meet the expectation of 44% customer to some extent .it

was able meet the expectation of 34% customers to little extent, It was able to meet the expectationof 16 % respondent to very little extent. It was able to meet the expectation of 4% customers to a

great extent.

2%

44%

34%

16%

4%

bpc able to meet your expectation

To a greats extent To some extent Little Very little No expectations were met


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9. How likely are you recommend others for purchasing cylinder from bpc Ltd.

Interpretation:-

Above graph shows, 34% respondents are very likely to recommend to other for purchasing

cylinder with bpc Ltd, 24% respondents are very unlikely to recommend to other, 20%

respondents are likely to recommend to other, 16% respondents are neutral to recommend to

other, and rest 6% respondents are unlikely to recommend to other.

.

34%

20%

16%

6%

24%

Recommendation to other for

purchasing cylinder with bpc.ltd

Very likely likely Neutral unlikely Very unlikely


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10. How frequently do you purchase gas cylinder from bpc Ltd ?

Interpretation:-Above graph shows, 34% Respondents purchase cylinder in less than 6 month from bpc Ltd,

24% Respondents purchase cylinder in less than 6 month to 1 year, 22% Respondents

purchase cylinder in 1 year to 2 year, and rest 34% Respondents purchase cylinder in more

than 2 year.

24%

22%34%

20%

How frequently do you purchase gas cylinder

from bpc Ltd

Less than 6 months 6 months to 1 year 1 year to 2 years More than 2 years


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11. How likely are you to continue doing business with bpc Ltd?

Interpretation:-

Above graph shows, 36% respondents are very likely to continue business with bpc Ltd,

28% respondents are likely to continue business, 22 % respondents are neutral to continue

business, 10% respondents are very unlikely to continue business, and rest 4% respondents

are unlikely to continue business.

36%

28%

22%

4% 10%

How likely are you to continue doing business

with bpc Ltd.

Very likely likely Neutral unlikely Very unlikely


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HYPOTHESIS

DATA ANALYSIS AND ACCEPTANCE OF HYPOTHESIS ON THE BASIS OF SPSS (

CHI-SQUARE TEST):-

1) H0 (Null hypothesis):- There is no relation between the size of the organizations and their

satisfaction level with price of gas cylinder of BPC Ltd.

H1 (Alternate hypothesis):- There is a relation between the size of the organizations and their


X1 * X8 Crosstabulation

X8

Total

VERY

SATISFIED

SATISFIE

D

NEUTRA

L

DISSATISFI

ED

VERY

DISSATISFI

EDX1 VERY

SMALL

1 4 4 0 1 10

SMALL 11 5 3 1 2 22

MEDIUM 3 4 2 0 1 10

LARGE 2 3 1 2 0 8

Total 17 16 10 3 4 50


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Chi-Square Tests

Value Df

Asymp. Sig.

(2-sided)

Pearson Chi-Square 14.189a 12 .289

Likelihood Ratio 14.021 12 .299

Linear-by-Linear

Association

.033 1 .855

N of Valid Cases 50

a. 18 cells (90.0%) have expected count less than 5. The

minimum expected count is .48.

Interpretation:-

Since calculated value of Pearson Chi-Square value is 14.18 and significant value is .289 which isgreater than .05, hence Null Hypothesis will be accepted. This shows that there is no relation

between the size of the organizations and their satisfaction level with price of gas cylinder of BPC

Ltd.


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2) - H0 (Null hypothesis):- There is no relation between the size of the organizations and their

satisfaction level with delivery commitment of BPC Ltd..

H1 (Alternate hypothesis):- There is a relation between the size of the organizations and

their satisfaction level with delivery commitment of BPC Ltd..


Count

X9

Total

VERY

SATISFIED

SATISFIE

D

NEUTRA

L

DISSATISFI

ED

VERY

DISSATISFI

ED

X1 VERY

SMALL

0 3 5 2 0 10

SMALL 0 5 9 6 2 22

MEDIUM 1 4 3 0 2 10

LARGE 0 5 1 2 0 8

Total 1 17 18 10 4 50

Chi-Square Tests

Value df Asymp. Sig.(2-sided)



Linear-by-Linear

Association

.993 1 .319

N of Valid Cases 50



Interpretation:-

Since calculated value of Pearson Chi-Square value is 14.86 and significant value is .249 which is

greater than .05, hence Null Hypothesis will be accepted. This shows that there is no relation

between the size of the organizations and their satisfaction level with delivery commitment of BPC

Ltd..


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3) - H0 (Null hypothesis):- There is no relation between the size of the organizations and their

satisfaction level with sales after service of BPC Ltd.




Count

X10

Total

VERY

SATISFIED

SATISFIE

D

NEUTRA

L

DISSATISFI

ED

VERY

DISSATISFI

ED

X1 VERY

SMALL

0 0 6 3 1 10

SMALL 0 5 7 7 3 22

MEDIUM 2 4 3 1 0 10

LARGE 0 3 2 3 0 8

Total 2 12 18 14 4 50

Chi-Square Tests

Value Df

Asymp. Sig.

(2-sided)



Linear-by-Linear

Association

4.110 1 .043

N of Valid Cases 50



Interpretation:-Since calculated value of Pearson Chi-Square value is 14.07 and significant value is ..114 which is


between the size of the organizations and their satisfaction level with sales after service of BPC Ltd


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4) H0 (Null hypothesis):- There is no relation between the size of the organizations and their

satisfaction level with rating of BPC Ltd in effectiveness in attending & resolving customer

complaint..


satisfaction level with rating of BPCL in effectiveness in attending & resolving customer complaint..


Count

X11

Total

VERY

POOR POOR FAIR GOOD

VERY

GOOD

X1 VERY

SMALL

2 1 5 1 1 10

SMALL 4 5 6 3 4 22

MEDIUM 1 5 3 0 1 10

LARGE 0 5 2 1 0 8

Total 7 16 16 5 6 50

Interpretation:-Since calculated value of Pearson Chi-Square value is 11.57 and significant value is .480 which is


between the size of the organizations and their satisfaction level with rating of BPC Ltd in

effectiveness in attending & resolving customer complaint.

Chi-Square Tests

Value Df

Asymp. Sig.

(2-sided)



Linear-by-Linear

Association

.702 1 .402

N of Valid Cases 50




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5) - H0 (Null hypothesis):- There is no relation between the capital of the organizations and their



their satisfaction level with price of gas cylinder of BPC Ltd.


Count

X8

Total

VERY

SATISFIED SATISFIED NEUTRAL DISSATISFIED

VERY

DISSATISFIED

X2 1 CRORE TO 2

CRORE

5 7 2 0 1 15

2 CRORE TO 2

CRORE

6 2 5 1 3 17

3 CRORE TO 4

CARORE

4 4 1 0 0 9

4 CRORE TO 5

CRORE

1 2 1 2 0 6

MORE THAN 5

CRORE

1 1 1 0 0 3

Total 17 16 10 3 4 50


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Chi-Square Tests

Value Df

Asymp. Sig. (2-

sided)

Pearson Chi-Square 18.738a

16 .282


Linear-by-Linear Association .028 1 .868

N of Valid Cases 50

a. 22 cells (88.0%) have expected count less than 5. The minimum

expected count is .18.


greater than .05, hence Null Hypothesis will be accepted. This shows that there is no relationbetween the capital of the organizations and their satisfaction level with price of gas cylinder of BPC

Ltd.


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6) -H0 (Null hypothesis):- There is no relation between the capital of the organizations and their

satisfaction level with delivery commitment of BPC Ltd.


their satisfaction level with delivery commitment of BPC Ltd.


Count

X9

Total

VERY

SATISFIED SATISFIED NEUTRAL DISSATISFIED

VERY

DISSATISFIED

X2 1 CRORE TO 2

CRORE

0 6 6 1 2 15

2 CRORE TO 2

CRORE

0 2 7 6 2 17

3 CRORE TO 4CARORE

1 4 3 1 0 9

4 CRORE TO 5

CRORE

0 3 1 2 0 6

MORE THAN 5

CRORE

0 2 1 0 0 3

Total 1 17 18 10 4 50


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Chi-Square Tests

Value Df

Asymp. Sig.

(2-sided)



Linear-by-Linear

Association

2.025 1 .155

N of Valid Cases 50




greater than .05, hence Null Hypothesis will be accepted. This shows there is no relation between the

capital of the organizations and their satisfaction level with delivery commitment of BPC Ltd Ltd.


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s



H1 (Alternate hypothesis):- There is a relation between the capital of the organizations and

their satisfaction level with sales after service of BPC Ltd.

X2 * X10 Cross tabulation

Count

X10

Total

VERY

SATISFIED SATISFIED NEUTRAL

DISSATISF

IED

VERY

DISSATISFI

ED

X2 1 CRORE TO 2

CRORE

1 6 6 2 0 15

2 CRORE TO 2

CRORE

0 1 9 3 4 17

3 CRORE TO 4

CARORE

1 1 1 6 0 9

4 CRORE TO 5

CRORE

0 3 1 2 0 6

MORE THAN 5

CRORE

0 1 1 1 0 3

Total 2 12 18 14 4 50


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Chi-Square Tests

Value Df

Asymp. Sig.

(2-sided)



Linear-by-Linear

Association

.381 1 .537

N of Valid Cases 50




greater than .05, hence Null Hypothesis will be accepted. This shows there is no relation between the

capital of the organizations and their satisfaction level with sales after service of BPC Ltd


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satisfaction level with rating of BPCL in effectiveness in attending & resolving customer

complaint.

H1 (Alternate hypothesis):- There is a relation between the capital of the organizations and

their satisfaction level with rating of BPCL in effectiveness in attending & resolving

customer complaint.


Count

X11

Total

VERY

POOR POOR FAIR GOOD

VERY

GOOD

X2 1 CRORE TO 2

CRORE

2 4 6 0 3 15

2 CRORE TO 2

CRORE

2 5 4 3 3 17

3 CRORE TO 4

CARORE

2 3 4 0 0 9

4 CRORE TO 5

CRORE

1 3 1 1 0 6

MORE THAN 5

CRORE

0 1 1 1 0 3

Total 7 16 16 5 6 50


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Chi-Square Tests

Value Df

Asymp. Sig.

(2-sided)



Linear-by-Linear

Association

.827 1 .363

N of Valid Cases 50



Interpretation:-

Since calculated value of Pearson Chi-Square value is 11.99 and significant value is .744 which isgreater than .05, hence Null Hypothesis will be accepted. This shows there is no relation between the

capital of the organizations and their satisfaction level with rating of BPCL in effectiveness in

attending & resolving customer complaint.


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Finding and conclusion

After doing project in Bharat Pumps and Compressors Ltd, I found these findings:-

Most organizations prefer to purchase from BPC Ltd due to sales after services and

reasonable price of cylinder.

Organizations those purchaser from BPC Ltd, are satisfied with price of cylinder.

Mostly customers are dissatisfied with delivery commitment of bpc ltd.

Mostly customers are satisfied with sales after service.

Ranking of BPC Ltd is very poor in attending the customer complaints

Most customers are very likely to recommend other to purchase cylinder from BPC Ltd.

I found that mostly customers do purchase gas cylinder in more than two year.

I also found that mostly customers are very likely to continuing business with BPC

Study shows that factors that influence the buyer decision, are reasonable price , sales after

service and

Study also shows that BPC Ltd was able to meet the expectation of mostly customers to some

extent.


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Recommendation

Customers purchase cylinder from BPC Ltd due to better sales after service and

reasonable price. company should improve in delivery and quality

Mostly customers are dissatisfied with delivery commitment. Company should

improve the delivery commitment.

Sales after services should be improved to increase the sales.

Mostly Customers gave poor rank to BPC Ltd for attending and resolving the

customers complaints, company should improve the process of attending and

resolving the customer complaints.

Research work should be improved. With the help of research work company will get

information about those areas where company should improve to increase its sales.

Documents

Final Project on Business Buyer Behavior - Copy