Jasleen Main Project 2

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1. EXECUTIVE SUMMARY

ThyssenKrupp AG - Germany is one of the world's biggest technology groups.

More than 199,000 employees worldwide work in the Group's main areas of Steel,

Capital Goods and Services, realizing sales of more than 53.4 billion in fiscal

2010/2011. The Elevator Technology business area brings together the

ThyssenKrupp Group's global activities in passenger transportation systems.

China and India are our most important bases in the Asia Pacific region, In these

two countries alone, ThyssenKrupp currently has more than 10,700 employees

representing 80% of our workforce in Asia-Pacific. 2002 born ThyssenKrupp

Elevator (India) is a part of ThyssenKrupp Elevator, one of the biggest industrial

giant in the world. The company (India) offers a wide and a top quality product

range to its Indian customers. With the resources of ThyssenKrupp Group,

ThyssenKrupp Elevator (India) is able to provide the best possible solutions to

stair climbing difficulties. Some 86 service centres spread all over the country shall

serve as their eyes and ears to monitor the varying needs and requirements of their

customers. The input from these centres shall not only service them in redefining

their service portfolio but also guide them to design the service packages to suit

the exact need and requirements of users under different environmental

conditions..The company is the world's third-largest elevator company and is

represented at over 800 locations in more than 60 countries. Products include

Passenger and Freight Elevators, Escalators and Moving Walks, Stair and Platform

Lifts, Passenger Boarding Bridges as well as Service for all products. The data is

collected from various regions of Delhi city of India among 207 survey

respondents through telephonic survey. This report includes the customer

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satisfaction towards ThyssenKrupps product , the factors influencing their

purchase ,their demand the after sales service and satisfaction level of the users

etc

The first part of the report includes the introduction about the company. It begins

with the introduction of the brand, and their companies and its area of operation. It

also contains the objective and scope of the study.

The second part of the project deals with project profile and the introduction of the

methodology adopted in preparing the project report. It covers the type of data used,

the method used for data collection and tools for data analysis.

The third part of the project consists of the comprehensive coverage of forecasting

concepts and techniques which shows the analysis of data through tabulation,

computation and graphical representation of data collected from survey and also the

Observations & analysis from the survey.

The fourth part and the last part deals with the findings, recommendations by me

in the company as well as the conclusion of the whole project.

In each of the these parts as described above, every part has been scheduled in a

manner, so as to enable the reader to appreciate the contents easily. The report is

supported by figures and data wherever necessary with a view to assist the reader in

developing a clear-cut understanding of the topic.

The data collected in this report is based on primary data and is collected with the

help of a questionnaire in which 207 people were surveyed through telephonic

interview regarding the customer satisfaction towards ThyssenKrupp elevators. The

data is therefore, presented in the form of pie diagrams by taking the sample size as

207.

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The sampling units are the clients of ThyssenKrupp Elevators and the technique

used in the survey is Random Sampling. The instrument used in conducting the

survey is Structured Questionnaire. Also, Likert technique is used for analysis and

pie charts and bar charts are used for interpreting the response of the customers.

I hope this report will be extremely useful for those it is meant. Constructive and

healthy suggestions for improvements of the report will be gratefully appreciated.

2. INTRODUCTION

I, Jasleen Kaur Sethi, did my summer internship training in ThyssenKrupp Elevators

Pvt. Ltd, New Delhi. ThyssenKrupp is a German multinational conglomerate

corporation based in Duisburg and Essen, Germany. The corporation consists of 670

companies worldwide. ThyssenKrupp is one of the world's largest steel producers,

the company also provides components and systems for the automotive industry,

elevators, escalators, material trading and industrial services. As of a 2009

reorganization, it is structured into eight business areas that fall under two major

divisions, Materials and Technologies. The Materials division concentrates on

carbon steel, stainless steel, and material services while the Technology Division

concentrates on elevator, plant and components technology, and marine systems.

The company is the result of the 1999 merger of Thyssen AG and Krupp, and now

has its operational headquarters in Essen. ThyssenKrupp is the result of a merger of

two German steel companies, Thyssen AG founded in 1891 and Krupp founded in

1811. As early as the 1980s, the companies began negotiations on a merger and

began closely cooperating in some business areas. In 1997, the companies combined

their flat steel activities, with a full merger completed in March 1999.
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2.1 INDUSTRY OVERVIEW

India has surfaced amongst the most potential markets for elevators in the entire

Asian region. Triggered by the fast economic growth and urbanization, the Indian

elevator market has been on a growing trajectory over the past several years. Indian

elevator and escalator industry is presently the second largest in the world. In

FY2013, India accounted for about 6.8% of the total elevator and escalator

installations in the world, as compared to China which ranked first commanding

around 65% of the global market share with a total of 440,000 units installed during

the period. The elevator and escalator market in India has showcased the healthy

growth at a CAGR of 10.3% in terms of new equipments installed relative to the

global market CAGR of 5.2% according to FY2007-FY2013.

Although, escalator contribution has been lower the same has been gaining traction

owing to the increased establishment of mall culture, airports, modernization of

railways, proposed metro projects across the country and others. Robust economic

growth coupled with the continual migration of people from rural to urban areas has

acted as a catalyst towards accelerating the demand for housing and commercial

space in the metro areas over the years. This strong demand has in turn led to the

shortage of land base in major metropolitan cities of the country such as Delhi,

Mumbai, Bangalore, and others, leading to an increase in the price of land in these

cities. In order to settle this space restriction, the vertical construction of the

buildings in these cities has become imperative to accommodate more people This

has in turn provided an impetus to the growth of multi-storied apartments,

townships, quality office buildings, shopping malls and industrial parks, not just in

the major metro cities but also in number of tier 2 and tier 3 cities across the country,

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thereby stimulating the demand for elevators and escalators. High disposable

income, young working population along with a huge base of middle class

households has necessitated the development of the residential sector in the country

over the years, which accounted for nearly 65% of the total demand for elevators in

India.

2.1.1 GLOBAL SCENERIO OF THE INDUSTRY

Elevators have become an integral part of any building facility over the past few

decades. In our everyday life, we depend on them for vertical transportation in

offices, schools, public buildings, airports, sub-stations etc. With over 4 million

elevators in operation today, it accounts for an important facet of the building

industry. To gain some idea of the effect of this one advancement, consider that

today, elevators move the equivalent of the worlds population every 72 hours.

Thus, it is unarguably an important sector of the building industry and a worthy

topic for market research.. Otis alone services about 1.2 million elevators and

escalators worldwide. The global elevators and escalators industry has witnessed

growth in the last two years after the recession in 2009. In 2011, the industry grew

by due to rise in ageing population and surge in the construction activity of shopping

complexes and residential building especially in the developing markets of Asia

such as China and India.

The market has registered a compound annual growth rate of 3.2% during the

period 2006-2011.In 2011, the global elevator industry has experienced a CAGR of

5.3% from 2008-2011. The number of elevators has increased from thousand in

2008 to thousand in 2011. The incline in the elevators has been due to an increase

in the ageing population across the globe. In 2011, Europe and North & South

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America highly contributed to the overall sales of the elevators in the world. The

maintenance and modernization segment constituted around ~% of the total elevator

industry revenues in 2011.The global escalators industry has grown at a CAGR of

8.2% from 2006-2011.The industry has experienced growth in the last five years

from 2006 to 2011. The growth of the industry has been influenced by the increase

in the construction of commercial, industrial and hospital buildings across the globe.

Moving walks escalators also witnessed a growth in its share from 2008to2011.

Otis is the largest manufacturer of elevators and escalators in the world with a

contribution of around ~% of the total market revenue in the year 2011. The

company has introduced energy efficient NCE escalators which offer complete

green features such as power standby function, LED lighting, highly efficient

lubrication and regenerative drives .

A significant portion of the elevator and escalator demand has been further

contributed by the growing mall culture in the country which has picked up a

considerable momentum over the past decade. Although the growth of the malls has

in India has slowed since FY2009 owing to the advent of global recession, the same

has been now gaining traction owing to the better economic prospects. Other

important factors fuelling growth in the demand for vertical transit in the country

included the hospitality sector, commercial complexes, multiplexes and others.

Additionally, many cities have planned metro rail schemes and railway

modernization projects in order to simplify the public traffic in their regions. Thus

showcasing the bright prospects for the escalator market in the country in the future.

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2.1.2. INDIAN SCENARIO OF THE INDUSTRY

Growing infrastructural needs and booming construction market in India is fostering

growth in this market. Installation of escalators and elevators in housing as well as

commercial buildings has become a common phenomenon. Scarcity in land for

housing space is leading to rapid expansion of buildings vertically leading to an

increased requirement for elevators. The government is also showing interest in

establishing infrastructural spaces like metros and foot over bridges with escalators.

Although equipment sales is a part of the growing market but the major share of

revenues for players is derived through maintenance and servicingThe new

elevators market in India is one of the fastest growing markets in the globe. In 2011,

approximately thousand units of elevators were installed in India and the number is

forecasted to grow to more than thousand units by2016.The market of elevators and

escalators is expected to grow at a CAGR of from 2012-2016. Furthermore, the

industry is expected to witness several consolidations in the future ahead as foreign

or global players focus on expanding their operations in the emerging nations such

as China and India. The global players are trying and entering into alliances with

the domestic players to enter into these potential markets with an objective to sustain

their future growth. It is forecasted that india will constitute about 10% of the

worlds elevator industry.

The Indian elevator market is expected to register a growth of 15% with the number

of units supplied expected to rise to 50,000 from the 40,000 sold last year, and cross

70,000 in the next three years. Over 70% will be supplied to residential buildings.

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Sales are strongest in metros like Mumbai, Delhi-NCR, Bangalore and Chennai,

which have a 60% share with fast growing smaller towns like Bhopal, Nagpur,

Indore, Aurangabad and Surat, being prominent among the other centers where

demand is strong.

The Indian elevator industry has witnessed rapid growth of 13.5% per annum since

2001. High-rise trend is the key influencing driver of the elevator market in the

country. Vertical development in the residential and commercial building sector is

a recent development that is gathering momentum across several cities in India.

While factors such as rapid urbanization, access to liveable space and escalating

land costs are the key drivers of the high-rise trend, a key enabling factor is the

revision and relaxation of the building norms by some of the state governments. By

2030, near 50% of the countrys population is expected to live in the urban areas, a

sharp rise from the current 31%. The leading city markets for elevators are Mumbai,

National Capital Region (NCR), Pune, Chennai, Bangalore, Ahmedabad, Kolkata,

Hyderabad and Surat.

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Fig 1: Growth in Indian Elevator Industry 2001-13

The top 30 cities accounted for over 70% of the elevator market in India, in 2013.

There is major transformation in elevator industry from traditional to modern, which

has changed life style of millions of people in our country. Elevator users have

become increasingly safety, quality and technology conscious. Also negligible

research has been done in elevator after sales services major players Otis,

Schindler, Thyssen-Krupp, Kone and Johnson dominate the elevator market. Each

of these organizations is internationally present and is densely spread out throughout

the country. With numerous offices, hundreds of projects running simultaneously

and a huge inventory of men, materials and machinery, these companies are

reaching new heights as Indian construction industry is progressing. Another key

thing to note here would be that all of these companies also manufacture and install

escalators and moving walkways.

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They also provide service and maintenance for elevators and escalators on a contract

basis Indian Elevator and Escalator market is expected to witness a surge in its

consumption owing to factors such as growing urbanization, an increase in the

ageing population, real estate developments, GDP growth and surging government

expenditure on public infrastructure. Additionally, the expansion of moving

walkways is also expected to drive the industry growth in the near future and other

several factors including affordable housing, growth in public infrastructure

projects, incline in the residential real estate sector, growing mall culture and others

are expected to drive the industrys growth in the future While Johnson is an Indian

company, the other five are subsidiaries of leading multinationals; Japanese elevator

manufacturers, viz. Fujitec, Hitachi and Toshiba are the recent entrants.

Many elevator companies are expanding their facilities or setting up new green field

facilities in India. Over the last decade, some of the regional players have done well

and have scaled up their technical capabilities. The country has also moved up the

value chain in terms of greater sophistication in the elevator features such as energy

efficient elevators, advanced safety mechanisms and improved aesthetics. However,

in sheer technology terms the country has some catching up with other developed

markets. The modernization market in India, hitherto small emerged as a significant

component of the elevator business in the foreseeable future. The country has a

vibrant elevator component sector and there is an increasing presence of

international component companies.

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2.1.3 LATEST TRENDS IN ELEVATOR INDUSTRY

High rise buildings

Tower block, high-rise, residential towers,apartment tower, office tower, apartment

block, or block of flats, is a tall building or structure used as a residential and/or

office building. In some areas they may be referred to as "MDU" standing for "Multi

Dwelling Unit". High-rise buildings became possible with the invention of the

elevator (lift) and cheaper, more abundant building materials. High-rise structures

pose particular design challenges for structural and geotechnical engineers,

particularly if situated in a seismically active region or if the underlying soils have

geotechnical risk factors such as high compressibility or bay mud.A high-rise

building is a structure whose architectural height is between 35 and 100 meters. A

structure is automatically listed as a high-rise when it has a minimum of 12 floors,

whether or not the height is known. If it has fewer than 40 floors and the height is

unknown, it is also classified automatically as a high-rise A multi-story structure

between 35-100 meters tall, or a building of unknown height from 12-39 floors. The

tallest buildings in Delhi ranks buildings by height in the Indian city of Delhi, the

capital and the largest metropolis of India, along with its adjoining NCR areas.

There are 1500 existing high-rises in the metro and many more are under

construction
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Fig 2: High rise buildings (Gurgaon)

Telecom links

Centralized communications services create vital links among elevator service

professionals, building managers and the equipment itself. These telecom services

can wirelessly contact emergency technicians, immediately notifying them of a

problem and its location. The centralized communications hub features a 24-hour

service network available to customers regardless of location. With one call, a

problem can be identified, a mechanic dispatched, and replacement parts located

and rushed to the site.

Internet service:

Internet Service combines REM data with technicians reports to give customers

access to information about their elevators and escalators directly over the Internet.

Internet monitoring through this Service helps customers to better manage their

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buildings by giving them access to reports showing trends in uptime, service call

types and technicians documentationanytime, anywhere.

Residential Elevators:

Residential elevators use modern hydraulics to produce a smooth, quiet ride while

occupying a minimum amount of space. These hydraulic systems are quiet,

producing about the same amount of sound as a typical refrigerator, which makes

them well suited for residential use. They can be operated at any hour without

causing disturbance. The compact design allows the elevator to be installed in the

amount of space required for an average-sized closet.

Double-deck Elevator

Double-deck elevators save time and space in high-occupancy buildings by

mounting one car upon another. One car stops at even floors and the other stops at

the odd floors. Depending on their destination, passengers can mount one car in the

lobby or take an escalator to a landing for the alternate car.

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Fig 3: Double-deck Elevator

2.1.3 KEY PLAYERS IN THE INDUSTRY

Otis

The Otis Elevator Company is the world's largest manufacturer of vertical

transportation systems, principally focusing on elevators and escalators , Founded

in Yonkers, New York, United States, in 1853 by Elisha Otis. Otis has installed

elevators in some of the world's most famous structures, including the Eiffel

Tower, Empire State Building, World Trade Center, The Twilight Zone Tower of

Terror, Petronas Twin Towers, Burj Khalifa, CN Tower, the Hotel del Coronado,

the "Pizza Elevator" at Lake Point Tower, and the Skylon Tower.Otis etc. The

present chairman of the company is Pedro Sainz de Baranda, Elevator Company

elevators and escalators touch the lives of people in more than 200 countries around

the world. They are both global and local, serving the needs of their customers

wherever they live and do business. They have approximately 61000 employees
http://en.wikipedia.org/wiki/Elevatorhttp://en.wikipedia.org/wiki/Escalatorhttp://en.wikipedia.org/wiki/Yonkers,_New_Yorkhttp://en.wikipedia.org/wiki/New_Yorkhttp://en.wikipedia.org/wiki/United_Stateshttp://en.wikipedia.org/wiki/Elisha_Otishttp://en.wikipedia.org/wiki/Eiffel_Towerhttp://en.wikipedia.org/wiki/Eiffel_Towerhttp://en.wikipedia.org/wiki/Empire_State_Buildinghttp://en.wikipedia.org/wiki/World_Trade_Centerhttp://en.wikipedia.org/wiki/The_Twilight_Zone_Tower_of_Terrorhttp://en.wikipedia.org/wiki/The_Twilight_Zone_Tower_of_Terrorhttp://en.wikipedia.org/wiki/Petronas_Twin_Towershttp://en.wikipedia.org/wiki/Burj_Khalifahttp://en.wikipedia.org/wiki/CN_Towerhttp://en.wikipedia.org/wiki/Hotel_del_Coronadohttp://en.wikipedia.org/wiki/Skylon_Tower

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with 53000 outside the United States. The revenue of Otis is about US $12.4 billion

in 2011, of which 83 percent was generated outside the United States. As per the

installation base approximately 2.5 million Otis elevators and escalators in

operation worldwide and as per the service base, more than 1.8 million elevators

and escalators serviced worldwide. Products of Otis are offered in more than 200

countries and territories. Its major manufacturing facilities are in America, Europe

and Asia. Otis elevators Inc. is the world leader in the manufacture, maintenance,

and service of elevators, escalators, moving walkways, and other horizontal

transportation systems. After more than a century in business, Connecticut-based

Otis has more than 1.2 million elevators and escalators in operation, controlling

about 22 percent of the worlds elevator market. Almost 80 percent of the

companys business is done overseas. Since 1975 Otis has been a subsidiary of

United Technologies Corporation (UTC), a conglomerate that also owns Pratt &

Whitney and Carrier. Otis contributes approximately 23 percent of UTCs annual

sales. Over 22,000 Otis mechanics maintain one million elevators, escalators and

moving walks worldwide. They are supported by a comprehensive range of

maintenance, communications and service dispatching networks which remain

unmatched in the industry. The company also was also actively engaged in

designing and manufacturing automated horizontal moving systems. Otiss Trav-

0-Lator moving walkways were engineered to carry people, horizontally or on an

incline, quickly and comfortably at airline terminals and other points where large

numbers of people had to be moved without congestion. Statistically, Otis is the

world's most popular transportation company. It is estimated that the equivalent of

the world's population travel in Otis elevators, escalators and moving
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walkways every three days. According to United Technologies, Otis elevators carry

the equivalent of the world's population every nine days. In October 2013, Otis won

its biggest ever contract,[13] it will supply 670 elevators and escalators to

the Hyderabad Metro. Its 2nd biggest contract was in 2012 to supply 349 elevators

for the Hangzhou metro

Hyundai elevators

Hyundai Elevator Co., Ltd. designs, manufactures, installs, maintains, and

modernizes elevators, escalators, and moving walks in South Korea and

internationally. The company provides passenger, observation, freight and

automobile, hospital, and marine elevators. It also offers automated material

handling systems, car and bike parking systems, platform screen doors, auto-sliding

canopies, gap-zero systems, and others. Hyundai Elevator Co., Ltd. was founded in

1984 and is headquartered in Icheon, South Korea.. In 1989, the joint-venture

between Hyundai and Westinghouse was terminated, as Westinghouse was recently

acquired by Schindler

Mitsubishi

Mitsubishi Electric Corporation multinational electronics and electrical equipment

manufacturing company headquartered in Tokyo, Japan. It is one of the core

companies of the Mitsubishi Group The Corporation was established on 15 January

1921.. Today, it is a global leader in the manufacturing and sales of electrical and

electronic equipment. The organization has operations in over 35 countries. Its

unique philosophy of "Changes for the Better" is an intrinsic part of the corporate

culture. A workforce of over a lakh employees contributes to Mitsubishi Electric's
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growth with more than USD 44 billion in revenue per year and USD 2.7 billion of

operating income. . Mitsubishi currently has its headquarter in Tokyo and a

manufacturing plant in Inazawa, which is called Mitsubishi Electric Inazawa Works.

There is also an elevator test tower located there, the SOLAE test tower, which is

the tallest elevator testing tower in the world. Mitsubishi Electric sets the worlds

highest standards in elevator and escalator innovation, efficiency, safety and

comfort. Widely recognized as the leader in quality, Mitsubishi Electric has been

serving the vertical transportation needs of buildings of all types and sizes.

Mitsubishi Electric has built a reputation for creating breakthroughs that make

getting around more comfortable, safe, and even inspiring. It provides an ultra-fast,

reliable riding experience with imperceptible vibration and noise. And theres

artificial intelligence technology that learns a buildings traffic patterns to deliver

a more responsive service. Mitsubishi Electric is dedicated to creating better point-

to-point transport experiences for all.

4. Kone elevators

Kone, founded in 1910 and headquartered in Espoo, Finland, is an international

engineering and service company employing some 32,500 personnel worldwide.

The firm is one of the largest manufacturer of elevators and escalators worldwide,

and also provides maintenance services and modernization solutions. In addition,

KONE builds and services automatic doors and gates. The company provides local

service for builders, developers, building owners, designers and architects in 800

locations in over 40 countries. The current Chairman of KONE's Board of Directors

from 2003 onwards is Antti Herlin, the son of Pekka Herlin. Kone (officially typeset

KONE, and pronounced "KOH-nay") is the fourth-largest elevator manufacturer in
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the world and (possibly) the world's largest production of machine room less

(M.R.L.) elevators. The company has been committed to understanding the needs

of its customers for the past century, providing industry-leading elevators, escalators

and automatic building doors as well as innovative solutions for modernization and

maintenance.

The companys objective is to offer the best People Flow experience by developing

and delivering solutions that enable people to move smoothly, safely, comfortably

and without waiting in buildings in an increasingly urbanizing environment. In

2013, KONE had annual net sales of EUR 6.9 billion and at the end of the year over

43,000 employees. KONE class B shares are listed on the NASDAQ OMX Helsinki

Ltd in Finland

Schindler

The Schindler Group is a manufacturer of escalators and elevators worldwide,

founded in Switzerland in 1874. Schindler Elevator Corporation is the American

division of Schindler Group, and traces its origins back to 1869 with the

establishment of Haughton Elevator Company. Schindler produces, installs,

maintains and modernizes elevators and escalators in many types of buildings

including residential, commercial and high-rise buildings. The company is present

in more than 140 countries and employs more than 48,000 persons worldwide. The

Group employed 48 169 people in 2013. Around 59% worked in the area of

installation and maintenance, 8% at production facilities in the USA, Brazil, Europe,

China, and India, and 33% in engineering,sales, and administration. The company

reported revenue of CHF 8 813 million for 2013 The production facilities are located
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in Brazil, China, Slovakia, Spain, Switzerland, India and the US. It was founded, by

Robert Schindler and Eduard Villiger who established the collective joint

partnership Schindler & Villiger. Schindler Elevator Corporation manufactures,

installs, services, and modernizes a range of elevators, escalators, and moving walks

for various people-moving applications in North America. The company offers

hydraulic and traction elevator systems, machine room-less traction elevators,

traction elevator systems, high-speed elevators, and elevator destination dispatching

systems, as well as elevator components, such as cabs, doors, entrances, platforms,

power units, fixtures, ducts, and fascia. Its products are used in office buildings,

airports, shopping centers/retail establishments, and specialty buildings. Schindler

Elevator Corporation was formerly known as Schindler Haughton Elevator

Corporation and changed its name to Schindler Elevator Corporation in 1985. The

company was founded in 1979 and is headquartered in Morristown, New Jersey. It

operates facilities in Gettysburg, Pennsylvania; and Clinton, North Carolina.

Schindler Elevator Corporation operates as a subsidiary of Schindler Enterprises

Inc.

Johnson lifts

Johnson lifts is four decades in elevators. Today, it is No. 1 in South India and a

market leader with 20% share of the Indian market. It has closely about 6000

elevators/escalators and has comprehensive product range in elevators and

escalators. It has over 1000 employees. Johnson Lifts Private Limited manufactures

and installs lifts, elevators, and escalators in India. It offers manual and automatic

door lifts; and specialty lifts, such as hospital, freight, and tusker car lifts. The

company also offers FES escalators for hotels, shopping and office complexes, and

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entertainment centers; and FEH, FET, FEF, and FEW escalators for railway stations,

street crossings, subways, and exhibition facilities. Johnson Lifts Private Limited

was incorporated in 1981 and is based in Chennai, India with additional offices in

Sri Lanka, Male, and Nepal. The company has sales and service centers in India,

Nepal, Bangladesh, and Sri Lanka. Johnson Lifts has industry-leading R&D

facilities in the country. The 155 feet test tower at our factory in Chennai is the

tallest in India. They have created breakthroughs like Nextra, the gearless-motor.

KEY PLAYERS MARKET SHARE

OTIS

20%

SCHINDLER 12%

KONE 15%

MITSUBISHI 11%

HYUNDAI 14%

JOHNSON 13%

Table 1: Market share of elevator industry (India)

2.2 COMPANY OVERVIEW

ThyssenKrupp AG - Germany is one of the world's biggest technology groups. More

than 199,000 employees worldwide work in the Group's main areas of Steel, Capital

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Goods and Services, realizing sales of more than 5.6 billion in fiscal 2010/2011.

The Elevator Technology business area brings together the ThyssenKrupp Group's

global activities in passenger transportation systems. With more than 46,000

employees, sales of 5.3 billion euros in fiscal 2010/2011 and customers in 150

countries, ThyssenKrupp Elevator is one of the world's leading elevator companies.

The company's portfolio includes passenger and freight elevators, escalators and

moving walks, passenger boarding bridges, stair and platform lifts as well as tailored

service solutions for all products. 900 locations around the world provide an

extensive sales and service network to guarantee closeness to customers.

ThyssenKrupp Elevator (Asia/Pacific) is active in the Asia Pacific market with a

dense network of branches and offices offering new installation, modernization and

service business for the complete product range. Alongside product manufacturing,

they are increasingly concentrating on system solutions and innovative services in

their five segments i.e. Steel, Stainless, Technologies, Elevator and Services. They

are continuing to optimize their portfolio to ensure the long- term profitability and

value of the company. Its global activities is in passenger transportation systems.

The company offers innovative and energy-efficient products designed to meet

customers individual requirements. In fiscal year 2012/2013 ThyssenKrupp

generated sales of around 39 billion. Innovations and technical progress are key

factors in managing global growth and using finite resources in a sustainable way

ThyssenKrupp believes that it means achieving a balance between human and

environmental needs on the one hand and business interests on the other.

ThyssenKrupp products also help in saving energy, reducing emissions and creating

eco-friendly buildings. Their production sites worldwide too comply with the latest

22

international environmental standards. And with 'sustainable efficiency' they have

initiated a programme that embraces the entire company every product, every

process, every employee. Their main aim is to focus on their strengths and make

effective use of our know-how for the environment, for people, for the future.

Fig 4 ThyssenKrupp AG Group

PRODUCT RANGE

Elevators, Escalators, Moving Walks, Chair / Stair lift, Boarding bridges.

ThyssenKrupp Elevator has precisely broken monopoly of all the companies

worldwide rendering world-class services to world-renowned clientele like Empire

Estate Building and Sydney Opera House to name out of thousands of high-class

23

renowned clientele. Our worldwide presence has compelled competitors to get

realistic on PRODUCT, COST and SERVICES.

THYSSENKRUPP ELEVATOR (ASIA)

ThyssenKrupp Elevator is the world's third-largest elevator company and is

represented at over 800 locations in more than 60 countries. Products include

Passenger and Freight Elevators, Escalators and Moving Walks, Stair and Platform

Lifts, Passenger Boarding Bridges as well as Service for all products. The group

services 800,000 installations worldwide. ThyssenKrupp Elevator is the only

elevator producer which can offer the full range of Passenger Transportation

Systems. Our National and International projects are correspondingly varied: at

Shanghai Pudong Airport, Beijing International Airport and the Beijing Olympic

Park, products from ThyssenKrupp Elevator will speed people on their way to

flights and sporting events. Our products will also feature in the Federation Tower

in Moscow, currently under construction, and in the planned Freedom Tower in

New York. In terms of local presence, China and India are our most important bases

in the Asia Pacific region. In these two countries alone, ThyssenKrupp currently has

more than 10,700 employees representing 80% of our workforce in Asia-Pacific.

24

Fig 5: ThyssenKrupp Asia

THYSSENKRUPP ELEVATORS (INDIA)

ThyssenKrupp Elevators AG entered in Indian market as late as year 2002 with

specific objectives to position themselves as better product backed by effective

after-sales services. India had already started to catch up with growing business

across the sub-continent and they, after having established their credentials abroad,

decided to make difference here. They synchronized their international technologies

to suit Indian conditions; the overwhelming response from Indian market is the

testimony to their conviction and merits as they could make their presence felt

across the country. They offers a wide and a top quality product range to its Indian

customers. With the resources of ThyssenKrupp Group, ThyssenKrupp Elevator

(India) is able to provide the best possible solutions from Public Transportation to

Individual Stair Climbing difficulties. The customers of ThyssenKrupp Elevators

25

(India) can experience this during the meeting with their product managers and feel

the difference when their projects are implemented. India is strategic addition to

their worldwide operations. Some 86 service centers spread all over the country

shall serve as their eyes and ears to monitor the varying needs and requirements of

the customers. The input from these centers shall not only service them in redefining

their service portfolio but also guide them to design the service packages to suit the

exact need and requirements of users under different environmental conditions.

Their main objective is to enhance market leadership derived from economies of

scale, operational integration, productivity gain, cost reduction and effective quality

control and intention is to use information technology to optimize business

processes, improving financial management, enhancing labor productivity and

rejuvenating Human and Intellectual capital . This initiative is aimed at enhancing

efficiency at all levels such as production, marketing, logistics, services, and

financial management, personnel and information technology. The company is

mainly a customer driven company, they aimed at making sure they do their best

for each and every customer, thats why they can often find engineers and customer

assistants in the field, stay in contact with their customers and make sure no one

forgets who matters most. They try to sort out the problems faced by the customer

as early as possible.

2.2.1 REGISTERED OFFICE OF THE COMPANY AND GEOGRAPHICAL

AREAS OF OPERATIONS OF THE COMPANY IN INDIA

26

Head Office

1007, Windfall, Sahar Plaza, J.B. Nagar, Andheri (E)Mumbai, Maharashtra

40005

Phone:+91-22-40429429

Email: [email protected]

Registered Office

429, Functional Industrial Estate, Patparganj

Delhi, Delhi 110092

Phone:+91-11-41770200

Fax:+91-11-41770300


Regional Offices

EastZone

Malik Court, 3rd Floor,

39A,HarishMukherjeeRoad

Kolkata,WestBengal700025

Phone:+91-33-71739000


New Sales: Mr. Biswanath Dey

Services & Services Sales: Mr. Suniti Bera
mailto:[email protected]:[email protected]:[email protected]

27

North Zone

429 Functional Industrial Estate, Patparganj,

New Delhi, Delhi - 110092

Phone: +91-11-41770200 begin_of_the_skype_highlighting

+91-11-

41770200 FREE end_of_the_skype_highlighting

Fax: +91-11-41770300


New Sales: Mr. Uday Roy

Services & Services Sales: Mr. Sanjay Gupta

South Zone

5/84-1, 2nd Floor, Mount Poonamalee Road (Butt Road)

St. Thomas Mount, Chennai, Tamil Nadu - 600016

Phone:+91-44-49050200


NewSales:Mr.TNeduchenzian

Services & Services Sales: Mr. Unnikrishnan

2.2.2 GEOGRAPHICAL AREAS OF OPERATIONS OF THE COMPANY

ThyssenKrupp Elevators (India) is working in 6 zones i.e. (east zone, west zone,

north zone, south zone 1, south zone 2, Mumbai zone).it has 33 branches with 56

service response centre. The Head Office of ThyssenKrupp elevators (India) is in

Mumbai with national call centre and the registered offices in Delhi.
mailto:[email protected]

28

Fig 6: Geographical areas and operations of the company

2.2.3 PRODUCT RANGE OF THE COMPANY

ThyssenKrupp Elevator develops intelligent solutions to satisfy every requirement

in terms of mobility, technology, and aesthetics. Elevators, Escalators and Moving

Walkways convey people effortlessly and swiftly every day in Airports, Subway

Stations, Department Stores, Office Buildings, Hotels, Hospitals, Factories,

Residential or Leisure Complexes. Embedded in products is the most economical

operation, highest possible individuality, modern and pioneering design,

maintenance-friendly construction, fulfillment of strict safety standards. Their

commitment is to contribute with the products and services to the everyday freedom

29

of motion. ThyssenKrupp (India) Pvt. Ltd. has the largest range of products for both

economical and premium segments.

Such as:

Elevators

Passenger, Hospital, Goods & Service Elevators

Fig 7: , Hospital, Goods & Service Passenger Elevators

Machine Room Drive to Machine Room Less Drive

Fig 8: Machine Room Drive to Machine Room Less Drive

30

Twin Elevator

Fig 9: Twin Elevator

Escalators

Velino

Fig 10: Velino escalator

31

Tugela

Fig 11: Tugela escalator

Moving Walks

Orinoo range

Fig 12: Orinoo range

32

Home Elevators

Chair

Fig 13: Chair Elevator

Wheel Chair Platform.

Fig 14: Wheel Chair platform

33

Home Elevator

Fig 15: Home Elevator

2.2.4 SOME TECHNOLOGICAL EXCELLENCE BY THYSSENKRUPP

ELEVATORS (INDIA)

1. ThyssenKrupp Elevators (India) have now installed 271 units (76 Elevators, 35

Escalators, 92 Moving Walk Ways and 68 Boarding Bridges) at the eight largest

terminal and fourth largest Airport in the world. It includes Asias largest moving

walkway of 118m long.

34

Fig 16: New Delhi airport

2. They have installed 32 Escalators and 2 Moving Walkways at World Trade Park,

Jaipur.

Fig 17: World Trade Park, Jaipur
http://www.wtpjaipur.com/

35

3. They have also shown their technological excellence Ultra-Premium Five Star

Deluxe Hotels for RADISSON Group that includes Radisson Amritsar,

Radisson-Rudrapur, Radisson-Haridwar, Radisson-Paschim Vihar, Radisson-

Shahdara, Radisson Manesar, and Radisson-Kaushambi

Fig 18: Radisson Group

4. They have also Completed Replacement of Lifts at EROS Hotel Intercontinental,

New Delhi.

Fig 19: EROS Hotel Intercontinental, New Delhi.

36

5. Artistic view of some DLF projects awarded to ThyssenKrupp Elevators

Fig 20: DLF project

2.2.5 COMPANY VISION ,VALUES AND PRINCIPLES

COMPANY VISION

Being the most customer-centric elevator and escalator solutions provider.

COMPANY VALUES

We are ThyssenKrupp The technology & materials company Competence

and diversity, global reach, and tradition form the basis of our worldwide market

leadership. We create value for customers, employees and shareholders.

We hold ourselves to the highest standards

We engage as entrepreneurs, with confidence, a passion to perform, and courage,

aiming to be best in class. This is based on the dedication and performance of every

37

team member. Employee development is especially important. Employee health and

workplace safety have top priority.

We meet the challenges of tomorrow with our customers

We are customer-focused. We develop innovative products and services that create

sustainable infrastructures and promote efficient use of resources.

We share common values

We serve the interests of the Group. Our interactions are based on transparency and

mutual respect. Integrity, credibility, reliability and consistency define everything we

do. Compliance is a must. We are a responsible corporate citizen.

COMPANY PRINCIPLES

Helpful

Flexible when needed

Going beyond expectations

Pro-active support

Reliable

Consistently high quality execution

Punctual, timely, responsive to requests

Transparent & credible

Rigorous

Attention to detail

38

Pragmatic approach

Professional attitude

Safe practices

Ingenious

Original entrepreneurial and inventive

Looking for different ways to do things

Always striving to be ahead of the curve

2.2.6 TURNOVER OF THE COMPANY

ThyssenKrupp AG - Germany is one of the world's biggest technology groups. More

than 199,000 employees worldwide work in the Group's main areas of Steel, Capital

Goods and Services, realizing sales of more than 5.3 billion in fiscal 2012/2013.

2.2.7 PRINCIPAL SUCCESS FACTORS

ThyssenKrupp Elevators believes the following factors have helped it emerge as a

leading elevator company

Experienced professional management team

Strong focus on systems and processes

Extensive use of information Technology (IT) systems

Strong distribution and logistics network and supply chain

Availability of quality producT

39

2.2.8 MARKET SHARE AND POSITION OF THE COMPANY IN THE

INDUSTRY

With sales of about 430 million, India is the third largest market for ThyssenKrupp

in Asia-Pacific with diversified business activities carried out by the local Group

companies with about 5,700 employees. Elevator operates customer service centers

in India here as well as a comprehensive distribution and customer service network.

2.2.9 MAJOR ORDERS AND PROJECTS DONE BY THYSSENKRUPP

ELEVATORS

S.No. Name of Airport Status

1 Delhi International Airport Limited Executed

2 Jaipur Airport Executed

3 Chandigarh Airport Executed

4 Khajuraho Airport Under Execution

5 Lucknow Airport Under Execution

6 Varanasi Airport Executed

7 Bangalore Airport Executed

8 Cochin Airport Under Execution

9 Puna Airport Executed

10 Goa Airport Executed

11 Vizag Airport Executed

12 Trichi Airport Executed

40

Table 2: list of ThyssenKrupp India projects

2.3.10 PRESENT LEADERSHIP

THYSSENKRUPP AG

Gary Elliott Managing Director

Heinrich Kiesinger CEO & Chairman

THYSSENKRUPP ELEVATORS INDIA

Heinz Dickens Managing Director

Dr. Michael Thiemann CEO

13 Indore Airport Executed

14 Raipur Airport Executed

15 Udaipur Airport Executed

16 Ahmedabad Airport Executed

17 Bhopal Airport Executed

19 EIL Faridabad 15

20 Omaxe Height Faridabad 72

21 Royal Heritage Faridabad 20

22 Omaxe Hills Faridabad 10

23 ERA Redwood Faridabad 16

24 Knoor Bremise Faridabad 2

25 ESIC Faridabad 46

26 BCH Faridabad 2
http://in.linkedin.com/pub/heinz-dickens/10/19a/131?trk=pub-pbmap

41

2.3.11 SWOT ANALYSIS

STRENGTH

Experienced business units

High growth rate

Great product range and great Qualitative Service Network supporting the

complete product range.

In India, they have 2nd largest Maintenance Network and as per the number of

installations, they are the Worlds 3rd largest Company.

ThyssenKrupp guarantees proximity to its Customers, with Optimum Support

from the Planning stage through realization up to reliable after sales service.

They provide Call Centre Service for 24 hours; 365 days to help client to

complain or query about their product.

Diversified geographical presence with most of its 2,200 production sites,

offices, and service bases are located outside German.

Only elevator co. listed in Fortune 100

Competitive pricing structure for high end product

Globally acclaimed German engineering & Brand reputation

WEAKNESS

Fluctuating exchange rates - This can be very apparent in the developing

countries in which it operates such as in India and other Asian countries

Late entrant in Indian market

Flaws in after sales service

42

Longer lead time of hybrid products

Lack of efficient manpower in installation

OPPORTUNITIES

Strong growth and demand in India - Order intake increased in the Indian area

for elevators and escalators.

Strong R&D operations ThyssenKrupp elevators has vast R&D resources

and continually looks to developing innovative new technologies

Positive outlook for the global automobiles

Changing lifestyle of people in India

Inhouse manufacturing facility

Expansion of market coverage & penetration

Timely review & training of indepth technical knowhow of products

Technological innovations

THREATS

Growing global standards & reach of low key players

Change in government policies on overseas trade

Economic or industry downturn especially in developed countries

Intense competition

Environmental regulations.

Possible failure of design

43

3. PROJECT PROFILE

The purpose of the project is to study about the customer or client behavior towards

the companys product (i.e.) elevators. It is purely a primary data collection for

syndicated study on the client satisfaction towards the product. The project

includes designing of a questionnaire and conducting of a survey through

telephonic interview. The project profile is to know about the factors that are

satisfying the customers with the product and also to know about the reactions and

reasons of the dissatisfied customers. The questionnaire consisting of 10 questions.

It would help to learn how to convince the people to get the required information

and to know the consumers behavior towards purchase of elevators.

3.1 OBJECTIVE OF THE STUDY

1. To do market analysis for ThyssenKrupps products

(elevators/escalators/movingwalks etc)

2. To know about the factors that are satisfying the customers.

3. To know about the reactions and reasons of the dissatisfied customers.

4. To study the nature and scope of the company.

5. To do SWOT analysis for the company

3.2 METHODOLOGY

Methodology is a set of practices. This term may be used to refer to practices which

are widely used across an industry or scientific discipline, the techniques used in a

44

particular research study, or the techniques used to accomplish a particular project.

People may also use the term methodology to refer to the study of such methods,

rather than the methods themselves. Research methodology is a collective term for

the structured process of conducting research. There are many different

methodologies used in various types of research and the term is usually considered

to include research design, data gathering and data analysis.

Research methodologies can be quantitative (for example, measuring the number of

times someone does something under certain conditions) or qualitative (for

example, asking people how they feel about a certain situation). Ideally,

comprehensive research should try to incorporate both qualitative and quantitative

methodologies but this is not always possible, usually due to time and financial

constraints

The essential part of any report is research methodology. The study was conducted

to do market analysis on customer behaviour towards ThyssenKrupps product. The

samples were drawn from 207 respondents. Questionnaires have been designed for

the respondents to extract primary data.

3.2.1 .METHODOLOGY USED FOR DATA COLLECTION

Data used in this report is mainly primary data, which are collected first hand by

telephonic survey. In some area secondary data may also be taken into consideration

PRIMARY DATA & SECONDARY DATA

Primary Data

Primary data is defined as the data that are collected for a specific purpose from

original sources. They are based on first-hand information. For example, you want

45

to know the popularity of a film star among school students. For this, you will have

to enquire from a large number of school students, by asking questions from them

to collect the desired information.

Methods for collecting primary data are of two types:

Active method- It involves querying the respondents by personal method or non-

personal method.

Passive method- It involves the observation of characteristics, by human or

mechanical device

In this study the primary data was collected by means of telephonic survey. The

active method of primary data collection was used. This involved preparing

questionnaires and filling it through telephone. The questionnaire consists of two

parts. The first part consists of questions concerning the demographic information

of the respondent such as the age, gender, occupation, educational qualifications and

income. The second part consists of questions exploring the customer behavior

towards ThyssenKrupp product and the factors influencing their decision. The filled

up information was later analyzed to obtain the required interpretation and the

findings.

Secondary Data

Secondary Data is the data which have been collected and processed by other

agency. Generally, the published data are secondary data. Secondary data refers to

those data which is gathered for some other purpose and are already available in the

firm internal record or commercial, trade or government publications. Generally,

46

the published data are secondary data. They can be obtained either from published

sources or from any other sources. Uses of secondary data are:

Problem recognition

Problem clarification

Formulation of feasible alternatives

Problem solution

In order to have a proper understanding about ThyssenKrupp company culture and

elevators an in-depth study was done from various sources such as internet, press

releases, companys newsletters, a lot of data from the official websites of

THYSSENKRUPP ELEVATORS PVT.LTD and articles from various search

engines like Google, yahoo search and answers.com. Use of secondary data has been

made wherever it was available and necessary.

PRIMARY DATA SECONDARY DATA

Primary data is the original data

collected by researcher.

Secondary data is collected by some

other agency but not by the researcher.

Collection is time & cost consuming. Easy & quick collection is possible at

a lesser cost.

It is reliable & accurate when

collected properly.

It may or may not be reliable

It effects the research directory. It is supplement information to

primary data.

47

Table no 3- Difference between primary and secondary data

3.2.2 RESEARCH SAMPLING

Sampling is simply the process of learning about the population on the basis of

samples drawn from it. Sampling may be defined as the selection of some parts of

an aggregate or totality on the basis of which a judgment or perception about the

aggregate or totality is made.

There are two types of Sampling:

Probability sampling

Non probability sampling

Probability sampling method-

The probability or the chance of every unit in the population being included in the

sample is known to us. These are further classified into:

Simple random sampling: Random sampling is known as the probability

sample. Under this method the selections of items for a sample depends upon

chance. Each and every item of population has an equal chance of being included in

the sample. As a result, the element of personal bias is all together avoided.

Following are few methods of simple random sampling

Lottery method: This is a common technique adopted for selecting simple

random samples. All the items in the universe are numbered on separate slips of

Primary data are latest & useful for

current problem.

Secondary data are historical.

48

same size. Such slips are then folded and mixed in a box thoroughly and shaken up

so that it is difficult to identify the units of universe. Then the selection is made

blindly and of the numbers of the slips that are required for the samples.

Grid system: In this method the selection of sample is made from a particular

area. A map of entire area is prepared and the screen of square is placed on the map.

The areas falling within the selected squares are taken up for samples

Systematic sampling: This method is popularly used in the area where a

complete list of population from which the sample has to be drawn is available. For

eg- if every tenth unit is selected the selection would be as say seventh, seventeen,

twenty seven and so on.

Stratified random sampling: In this case the population is divided into various

groups known as strata. If the population from which the sample has to be drawn

does not constitute a homogeneous group, then stratified sampling technique can be

applied so as to obtain the sample. In this technique, the population is stratified into

number of non-overlapping sub population or strata and the sample item are

selected.

Cluster sampling: In this method the unit of sample close to each other are

chosen as cluster. For eg- Houses in the same street or successive items of

production lines. The population is divided into the cluster and some of them are

chosen randomly. Then the cluster units are selected using simple random sample.

49

Non probability sampling method

The section of units within a sample involves human judgment rather than a pure

chance. These are further classified into

Purposive sampling: This is also called as judgmental sampling. This type of

sampling depends more on deliberate choice of researchers. Thus, such a selection

of samples defeat the purpose of research as the sample selection is purposely

carried on according to the researchers choice.

Quota sampling: In this method of sampling, the samples are given to the

interviewer who has been given quotas to fill from the specified sub groups of the

population. Eg. An interviewer may be told to interview 100 men between the age

group of 40 to 50. This method is similar to stratified method of sampling, but in

quota sampling the selection of sampling is not random.

Convenience sampling: A sample obtained from readily available list such as

telephone directory or any other prepared population statement is known as

convenience sampling. Even if the random sampling procedures are adopted, this

technique cannot be considered as random sample, the reason being that the basic

list is not prepared keeping in view the purpose or the objective of the study. It is

not advisable to use as it does not help in achieving the objective.

3.2.3. Sampling Plan:

Since it is not possible to study the whole universe, it becomes necessary to take

samples.

50

Sampling Units - 207

Sample Technique - Random Sampling (Probability Sampling methods)

Research Instrument - Structured Questionnaire

Contact Method Telephonic survey

3.2.4 Sample Size:

Sample size determination is the act of choosing the number of observations or

replicates to include in a statistical sample. The sample size is an important feature

of any empirical study in which the goal is to make inferences about a population

from a sample. In practice, the sample size used in a study is determined based on

the expense of data collection, and the need to have sufficient statistical power. In

complicated studies there may be several different sample sizes involved in the

study: for example, in a survey sampling involving stratified sampling there would

be different sample sizes for each population. In a census survey, data are collected

on the entire population; hence the sample size is equal to the population size. In

experimental design, where a study may be divided into different treatment groups,

there may be different sample sizes for each group.

The work here is to study the customer behavior towards ThyssenKrupps product

.The telephonic survey was conducted from various regions of India, with 207

respondents.

3.2.5. DATA ANALYSIS TOOL

The Likert technique is used for analysis. Likert scale is simply a statement which

the respondent is asked to evaluate according to any kind of subjective or objective

51

criteria, i.e. generally the level of agreement and disagreement is measured. Likert

scaling is a bipolar scaling method, measuring either positive or negative response

to a statement.

A pie chart are used for interpreting the response of the customers. A pie chart (or a

circle graph) is a circular chart divided into sectors, illustrating numerical

proportion. In a pie chart, the arc length of each sector is proportional to the quantity

it represents. While it is named for its resemblance to a pie which has been sliced,

there are variations on the way it can be presented. Pie charts are very widely used

in the business world and the mass media. However, they have been criticized, and

many experts recommend avoiding them, pointing out that research has shown it is

difficult to compare different sections of a given pie chart, or to compare data across

different pie charts

4. OBSERVATIONS & ANALYSIS

Q1. How much satisfied are you with our company?

Option Frequency Percentage (%)

Extremely satisfied 30 15

Very satisfied 79 38

52

Moderately satisfied 32 15

Slightly satisfied 26 13

Not at all satisfied 40 19

Total 207 100

Table 4: Frequency of people satisfied with the company

Fig 21: Pie chart of Frequency of people satisfied with the

company

15%

38%

15%

13%

19%

SATISFACTION

Extremely satisfied Very satisfied Moderately satisfied

Slightly satisfied Not at all satisfied

53

INTERPRETATION

From the above diagram we can interpret that maximum clients are satisfied

with respect to all the factors of ThyssenKrupp elevators. Infact a small

proportion of clients are also having issues with the after sales services which

also leads them to dissatisfaction with the company.

Q2. How professional is our company?


Extremely

professional

33 16

Very professional 80 39

Moderately

professional

35 17

Slightly

professional

22 11

Not at all

professional

37 17

Total 207 100

Table 5: Frequency of people believes the company is professional

54

Fig 22: Pie chart of Frequency of people believes the

company is professional

INTERPRETATION

As per the professionalism is concerned clients are very much satisfied. They

believe that company is very much professional in their working style and

behavior. The company always give information through mail and update the

clients in respect to their orders.

Q3. Compared to our competitors, is our installation product quality better, worse

or about the same.


16%

39%17 %

11 %

17 %

PROFESSIONALISM

Extremely professional Very professional

Moderately professional Slightly professional

Not at all professional

55

Much better 84 41

Somewhat better 40 19

About the same 35 17

Somewhat worse 19 9

Much worse 29 14

Total 207 100

Table 6: Frequency of people believes that productsinstallation

product;s quality is better or worse.

Fig 23: Pie chart of Frequency of people believes that products

installation product;s quality is better or worse.

41%

19%

17 %

9 %

14 %

INSTALLATION PRODUCT QUALITY

Much better Somewhat better

About the same Somewhat worse

Much worse

56

INTERPRETATION

From the above data we can clearly interpret that ThyssenKrupp installation

product quality is much better. The company promises high quality product and

known in the market because of its quality. In respect to this

factoRThyssenKrupp gives tough competition to its competitors

Q4. How do you find our prices as compared to our competitors?

Table 7: Frequency of people find the prices of the company as compared

to the competitors


More reasonable 147 71

Less reasonable 35 17

About the same 25 12

Total 207 100

57

Fig 24: Pie chart of Frequency of people find the prices of the

company as compared to the competitors

INTERPRETATION

From the above diagram we can clearly interpret that ThyssenKrupp gives tough

competition to its competitors in respect to prices. It is known for its much

reasonable price in the market. It is clearly interpreted that more than half of the

clients believes the prices of ThyssenKrupp are reasonable than the other

competitors in this industry.

Q5. In terms of after sales service, is our company responsive?

71%

17%

12 %

PRICES

More reasonable Less reasonable About the same


Extremely responsive 29 14

Very responsive 45 22

Moderately responsive 37 18

58

Table 8: Frequency of people satisfied with the after sales

service

Fig 25: Pie chart of Frequency of people satisfied with the

after sales service

INTERPRETATION

We can clearly interpret from the above diagram that in respect to after sales

service responsiveness the company is not very much responsive. Clients are

41%

19%

17 %

9 %

14 %

AFTER SALES SERVICE

RESPONSIVENESS

Extremely responsive Very responsive Moderately responsive

Slightly responsive Not responsive at all

Slightly responsive 32 15

Not responsive at all 64 31

Total 207 100

59

not very much satisfied with the after sales service. They have maintenance

issues. Many clients believe that the company should improve in their after

sales services

Q6. How well do the after sales representatives at our company answer your

questions?


Very well 50 24

Moderately well 68 33

Slightly well 50 24

Not at all 39 19

Total 207 100

Table 9: Frequency of people believes that after sales

service representatives are responsive

60

Fig 26: Pie chart of Frequency of people believes that after

sales service representatives are responsive

INTERPRETATION

As per sales representatives are concerned many clients are moderately satisfied

with it.they believe that their issues are responded by the after sales representatives

very well but they are also clients who are slightly and not at all satisfied with the

after sales service reprentatives.

Q7. Are you satisfied with the employees who came in contact with you at our

company?

24%

33%

24 %

19 %

SALES REPRENSENTATIVE'S

RESPONSIVENESS

Very well Moderately well Slightly well Not at all

61


Extremely satisfied 43 21

Very satisfied 75 36

Moderately satisfied 30 14

Slightly satisfied 24 12

Not at all satisfied 35 17

Total 207 100

Table 10; Frequency of people satisfied with the employees of the

company

62

Fig 27: Pie chart of Frequency of people satisfied with the employees of

the company

INTERPRETATION

From the above data we can interpret that the clients are very much satisfied

with the employees of the company. They believe that employees of

ThyssenKrupp are extremely professional in the work. They update them

regularly regarding the processing of orders through mails and provide regular

information through telephone and respond to their queries regularly.

21%

36%

14 %

12 %

17 %

EMPLOYEES

Extremely satisfied Very satisfied Moderately satisfied

Slightly satisfied Not at all satisfied

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Q8. Based on your experience with the product, how likely will you recommend our

company to people you know?


Very likely 46 22

Moderately likely 80 39

Slightly likely 59 29

Not at all 22 10

Total 207 100

Table 11: Frequency of people who likely recommend the company

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Fig 28: Pie chart of Frequency of people who likely recommend the

company

INTERPRETATION

It is clearly interpreted that clients are very much satisfied with the companys

behavior and product quality. Their experience with the product was great and

they would very much and moderately likely to recommend the company to

their friends or other clients they know.

Q9. Are you satisfied with the agreed contractual agreement of our company?


Yes 167 81

22%

39%

29 %

10 %

RECOMMENDING

Very likely Moderately likely Slightly likely Not at all

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No 40 19

Total 207 100

Table 12: Frequency of people satisfied with the contractual agreement

Fig 29 Pie chart Frequency of people satisfied with the contractual

agreement

INTERPRETATION

From the above diagram we can clearly interpret that maximum clients are

satisfied with the contractual agreement of the company. Most of the clients

dont have any issue with the documentation or paper work or any issues with

the contract made by the company. They believe that the companys terms and

conditions are fair and is fully beneficial as per the client and as well as with

the companys point of view

81%

19%

CONTRACTUAL AGREEMENT

Yes No

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4. FINDINGS

From the above data analysis we interpreted that that maximum clients are

satisfied with respect to all the factors of ThyssenKrupp elevators, but a small

proportion of clients are also having issues with the after sales services which

also leads them to dissatisfaction with the company. As per the

professionalism is concerned clients are very much satisfied, they believe that

company is very much professional in their working style and behavior. The

company always give information through mail and update the clients in

respect to their orders. In respect to installation product quality, ThyssenKrupp

promises high quality product and known in the market because of its quality

and gives tough competition to its competitors in respect to prices as it has much

reasonable price compared to its competitors. . But the main concern is with the

after sales services, in respect to after sales service responsiveness the company

is not very much responsive. Clients are not very much satisfied with the after

sales service. They have maintenance issues. Many clients believe that the

company should improve in this factor. But as per sales representatives are

concerned many clients are moderately satisfied with it. They believe that their

issues are responded by the after sales representatives very well but they are also

clients who are slightly and not at all satisfied with the after sales service

reprentatives. It is also clearly interpreted that employees of ThyssenKrupp are

extremely professional in their work as they update them regularly regarding

the processing of orders through mails and provide regular information

through telephone and respond to their queries regularly. As per the experience

with the product is concerned, clients experience with the product is great

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and they are moderately likely to recommend the company to their friends or

other clients they know and most importantly the clients are very much

satisfied with the contractual agreement of the company. Most of the clients

dont have any issue with the documentation or paper work or any issues with

the contract made by the company. They believe that the companys terms and

conditions are fair and is fully beneficial as per the client and as well as with

the companys point of view.

6. RECOMMENDATIONS

1. The sales maintenance department should be more concerned with the after sale

services. The clients have very much maintenance issues, therefore it is required for

the department to be careful with the services. The department should cross check

the services if it is done as per time and requirement or not

2. The after sales representatives should be more responsive as according to the

clients the after sales representatives are not much responsive and are inattentive.

Elevators is connected with safety and security therefore it is their duty to be

responsive and attentive to their clients issues.

3. According to clients if there is any problem with any item of the product or there

is any problem, it is not replaced with a new item at the required time. The

department should be careful regarding the replacement and should be attentive with

it.

4. The clients are also dissatisfied with the prices of the replacement item as they

find it very costly therefore the prices should also be taken care of.

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5. A proper feedback department should be made where all the issues can be directed

to the concerned person immediately and issues can be resolved as soon as possible.

6. The company should make more efforts to build brand image in the market

as it is more of a word of mouth promotional strategy than any other medium

for promotions.

7. CONCLUSION

The elevators and escalators market in India has grown at a remarkable rate of

10.3% over the period FY2007- FY2013.ThyssenKrupp has had a close

connection with India since as early as 1860. The commitment of the ThyssenKrupp

companies began long before India started along the path towards free market status.

This approach enabled ThyssenKrupp to contribute to the progress in India at a time

when only a small number of companies were willing to take the leap into the Indian

market and has started its operation in India with effect from October 19, 2002; it is

100% subsidiary of ThyssenKrupp Elevator AG of Germany. It is active in the Asia

Pacific market with a dense network of branches and offices offering new

installation, modernization and service business for the complete product range.

This new company has acquired Indias most extensive maintenance and service

infrastructures through various strategic takeovers. ThyssenKrupp Elevator (India)

is offering a great choice to the Indian customers in design, engineering, installation,

maintenance and modernization of elevators and escalators and is developing

intelligent solutions to satisfy every requirement in terms of mobility, technology,

and aesthetics. Elevators, Escalators and Moving Walkways convey people

effortlessly and swiftly every day in Airports, Subway Stations, Department Stores,

69

Office Buildings, Hotels, Hospitals, Factories, Residential or Leisure Complexes. A

proper analysis is conducted to know about the customer behaviour towards

ThyssenKrupp elevators. Data used in for the analysis is mainly primary data, which

are collected first hand by telephonic survey. Questionnaire is designed for data

collection and in some area secondary data is also been taken into consideration

.From this study we interpreted that the clients are mostly satisfied with the

experience with the product but not with the after sales services of the company and

are also not at all satisfied with it as they find sales representatives in responsive

and inattentive. Whereas with the prices ThyssenKrupp elevators are very

reasonable. Clients are highly satisfied with the prices of the company and are

moderately satisfied with the various other factors. A proper SWOT analysis is also

done to know about the companystrenghts opportunities and the major threats that

company has in an elevator industry. A consistent, sustainable corporate policy is

their only way of meeting the challenges of the future. Their products are at the heart

of their commitment: customized mobility solutions for satisfied customers for the

good of the environment and people, and are one of the most successful companies

in its industry worldwide when it comes to developing forward-pointed

technologies, innovations such as the unique TWIN elevator or intelligent

modernization packages for existing systems . The environmental performance of

products and production processes has been a top priority for many years. Their

central aim is to establish topics such as environmental protection and social

responsibility as fixed elements of the corporate culture in order to bring human and

environmental needs into balance with business interests. Significant energy and

CO2 savings are also targeted throughout the sustainability cycle of the entire

70

product range from material selection to manufacturing to operation, service and

recycling.

LEARNING OUTCOME

The internship experience gave me an opportunity to apply knowledge gained

in the classroom to solve practical real-world problems in a professional setting.

It also helped to develop professionally relevant competencies.

This experience help us to develop relationships in a professional setting by

working together with the manager and other team members

The internship experience helped me gain exposure to a professional field

and an understanding of professional etiquette by observing the professional

behavior of the guide and other employees at the site, as well as through interaction

with customers or clients.

It also helped me understanding the dynamics of an organizations culture

through observing and reflecting on how decisions are made, how work is

structured, how power is shared, how colleagues interact and to what degree

accountability and feedback are present in the organization.

The internship experience also provides me an opportunity to receive

professional feedback through ongoing individual meetings with the managers and

other team members, these opportunities provide me an objective feedback to

examine myself from another vantage point

It allows me to use my competencies in practical use and learn new culture

easily and satisfactory

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ANNEXTURE

QUESSTIONNAIRE ON MARKET ANALYSIS AND CUSTOMER

BEHAVIOUR TOWARDS THYSSENKRUPPS PRODUCT

1. How much satisfied are you with our company?

o Extremely satisfied

o Very satisfied

o Moderately satisfied

o Slightly satisfied

o Not at all satisfied

2. How professional is our company?

o Extremely professional

o Very professional

o Moderately professional

o Slightly professional

o Not at all professional

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3. Compared to our competitors, is our installation product quality

better, worse or about the same.

o Much better

o Somewhat better

o About the same

o Somewhat worse

o Much worse

4. How do you find our prices as compared to our competitors?

o More reasonable

o Less reasonable

o About the same

5. In terms of after sales service, is our company responsive?

o Extremely responsive

o Very responsive

o Moderately responsive

o Slightly responsive

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o Not at all responsive

6. How well do the after sales representatives at our company answer

your questions?

o Very well

o Moderately well

o Slightly well

o Not at all well

7. Are you satisfied with the employees who came in contact with

you at our company?

o Extremely satisfied

o Very satisfied

o Moderately satisfied

o Slightly satisfied

o Not at all satisfied

8. Based on your experience with the product, how likely will you

recommend our company to people you know?

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o Very likely

o Moderately likely

o Slightly likely

o Not at all

9. Are you satisfied with the agreed contractual agreement of our

company?

o Yes

o No

10. Any suggestions, comments or any experience with the product.

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REFERENCES

http://thyssenkrupp-elevator.co.in/en/home

https://www.elevatorbooks.com/Content/Site108/ProductContent/VerticalTr

anspo_00000008509.pdf

http://www.thyssenkrupp-elevator.com/

http://en.wikipedia.org/wiki/ThyssenKrupp

http://www.kenresearch.com/mining-construction-

infrastructure/construction-industry/india-elevator-escalator-industry-research-

report/396-97.html

http://elevation.wikia.com/wiki/List_of_elevator_and_escalator_companies

Documents

Jasleen Main Project 2